H&M is a clothing retail company that is based out of Switzerland. They operate several stores in 53 different countries. H&M is the second largest clothing retail in the store and ranks slightly higher than GAP, a US based company. We found that H&M is upgrading their stores throughout the US. A recent store that opened up in Hawaii in March of 2014 has unique artwork from local Hawaiian artists, a commentary on the cultural life of Hawaii. H&M prides itself on making each regional or area store unique to the locale.

Rank Chart
Price
Days to Return
Our Score
#1
Low
365
7.8
#2
Low
30 days
7.7
#3
Low
case-by-case
7.5

There are many good things about H&M in terms of its corporate DNA. They control all of their retail operations in Europe, making sure that the right number of products is produced. This results in a high availability of their items online at a reasonable price. We also found that on the H& M website that there were very few items that were sold out. There is nothing more frustrating for a customer when they see a special item on sale that is no longer available.

H&M also prides itself on charity. They have a partnership with UNICEF and have raised more than $5 million for that organization. This was one of the few charity-friendly online clothing retailers that we found while doing research for this review process.

The Good: H&M

H&M has a loyal fan base for many reasons, some of which includes:

Low Prices

Finding items of clothing at an affordable price is one of if not the most important aspects of a particular store. H&M excels in this category while maintaining high standards of quality and trendiness. Prices vary between categories, but it’s reasonable to see t-shirts and long-sleeve shirts available for a low $5 to $12. There is a large number of products listed on their website. The product search tool helps locate clothing type, brand, and what other customers have purchased. You can also see other items that are particularly a good fit from similar clothing items of your choosing. There are several unique designers featured as H&M products, including Versace. They frequently reach out to designers in the industry to make items that would be appropriate fits for their stores.

Valuable Promotions

As you shop online through the H&M catalog, you will be greeted warmly with multiple promotions designed to help you save money. For example, currently H&M has a promotion that allows shoppers to save 30% off their purchase. Another promotion gives you 20% off when you sign up for their newsletter. These and other promotions are time sensitive but thankfully are replaced with other, sometimes even better, promotions when time runs out.

H&M has Been in Business over 16 Years

The online clothing business can be a challenge to break into and develop a passionate and loyal customer base. H&M has been able to do this over the past 16 years they have been operating in the United States. Their processes for both in-store and online over the years should give potential shoppers an element of confidence as they become customers. Shopping for clothes online can be a messy business with returns and refunds, and their rating indicates adequate customer resolution practices being in place currently. H&M also provides clothing options for men, women, and kids. This allows their store to become more of a one-stop shop for families searching for clothes.

 

The Bad: H&M

H&M falls short in two distinct areas:

Average Return Policy

While H&M has low prices and trendy products make them an enticing company to shop from, their return policy is average at best. Their return policy states 30 days being given from a purchase date to when a return will no longer be accepted. H&M does not accept items that have been worn or damaged. While there are stores who have policies much longer and shorter than this, their policy falls right in the middle of the road as far as valuable return policies are concerned. Another unfortunate feature is you can’t return items purchased online in the physical store nor can you mail in store items in order to get a refund. This makes the return process frustrating for some customers.

H&M Does Not Offer Free Shipping

No free shipping option is included on their website. However, as you dig deeper into their policy it’s relatively easy to see why it would be valuable to many shoppers nevertheless. Most orders are delivered within 3 to 5 business days (an additional 2 days should be given for rural addresses) and there is a flat shipping rate of $5.95 regardless of the size and weight of your package. If you have a heavy, possibly more expensive order, you won’t be breaking the bank even without a free shipping option.

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The Bottom Line

Overall, we recommend H&M to those searching for clothing items that are affordable and stylish. Their merchandise and costs are extremely competitive, their sale items were not frequently selling out, and customers can find deals on items and not worry about a “sold out” mark on that sale item they are wanting to purchase. However, the H&M return policy has less to be desired and they do not offer free shipping. Regardless, H&M is a solid online clothing store option that will help you look stylish and save money.

Clothing Price and Quality

H&M has low-priced clothing. It’s good quality clothing, even a few name brands, but it is priced relatively cheap. Their low prices are their biggest asset.

Membership

You do not need to have a membership in order to review their website catalog. You will need to open an account to place an order however.

Reviews

There isn’t an online review tool for clients; however, you can see what other people are purchasing in addition to a particular item. This helps you select a style that other customers have picked.

Shipping

Shipping is $5.95, and doesn’t matter if you have a large package or a small package. Although there is no free shipping option, the uniform shipping prices are a good deal for buyers.

Selection Size

There is a medium selection size with H&M. We found that there were 72 pants available, while with T-shirts and vests there were about 100 different items available.

Sales

H&M has frequent specials, some of which change weekly. Their promotions throughout the site are valuable for shoppers looking to save money.

Customer Service

The customer service experience was pretty good, overall. There were mostly positive reviews online for H&M, though some customers complained about returns and the slow shipping process in some cases. You can call and email for customer service support, or visit a physical H&M store.

Retail Storefront

H&M has both an online presence and physical stores. Their most recent US store opened up in Hawaii in March of 2014.

Time in Business

H&M has been doing business in the USA since 1999.

Company Contact Information

Phone: (212) 564-9922

215 Park Ave. South, 15th floor, New York, NY10003

Email form on website

Return Policy

The return policy for H&M is a little bit complicated. They honor returns of store and online orders for 30 days only if it has not been worn or damaged at all. You cannot return things from online into an H&M store. You also cannot return store merchandise to the shipping center via mail.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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40 H&M Reviews

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  1. User Score

    1

    December 8th, 2016

    I visited H&M in Town and Country Mall in Houston on December 7, 2016. I brought my son to purchase long pants and to get an idea what he wanted for Christmas. While we were walking around decision-making on what he would purchase then and what we would get him for Christmas there were about 20 to 30 employees hanging up items, working on displays not “1” spoke or asked If we needed help with anything. Wow! I’ve never ever felt that unwanted in a retail store. This is a sign of no customer service training. TERMINATE EVERYONE ONE OF THEM AND REHIRE!

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  2. User Score

    0

    December 8th, 2016

    I will never order anything from H& M again. Horrible customer service. NEVER AGAIN!!!

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  3. User Score

    0

    December 7th, 2016

    I placed an order on 11/27 for a birthday present i need by 12/11. It stated i would receive the items no later than 12/6. I did not pay for rush shipping since it stated that. Here it is 12/7 and no package, not even shipped yet!!!! IF YOU NEED SOMETHING DO NOT ORDER FROM THIS COMPANY!!! I waited on hold for 45 minutes to talk to someone who basically said too bad your order will ship when it ships, i have placed 10 orders with others companies after this date and i have all of the items already. TERRIBLE CUSTOMER SERVICE TERRIBLE…..will never buy anything from here again

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    3

  4. User Score

    10

    December 2nd, 2016

    Love Love Love H&M! Has great air conditioning and is way better than Zara!! Definetly the N01 store.

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  5. User Score

    0

    November 30th, 2016 Johnson City, NY

    I placed order for $72.79 on 11/25. At that time it stated the item was in stock. On 11/28…. h&m captured the funds from my bank. On 11/30, I received an email that stated the item was sold out. After calling and waiting on hold for 39min… I was informed that my monies would be returned in 3-5 days. Really? They have $72.79 of my money and I have absolutely nothing. Funds should not be captured until item ships… this is why.

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    1 1

  6. User Score

    3

    November 18th, 2016 VA Edited

    I placed two separate orders online on Tuesday for two separate dresses. I had coupons, and was offered free shipping with coupons. I placed two orders, one for a dress that was originally $29.99, came down to $15.29; second one originally $49.99, came down to $25.49. This was all well and good until I got the shipping email, I was charged $50.98 ($25.49 for one and $25.49 for the other one). I waited to check my credit card stated and I have two line items $15.29 for one and $35.69 for the other one.

    Frustrated but hopeful I called the customer service to explain which I finally got connect on 3rd hold time of 20 minutes, only to hear that their system combines the orders placed on same day. I understand and I don’t mind since they are shipped to same address but then he goes so only one coupon per order. He said, they couldn’t do anything, no refund or change the order and I have to suffer. This is so lame, I have to pay extra since their systems are screwed up. This goes against the online shopping, you see an item $25 but your card is charged $35.

    I waited for 2 more days and called them back. The lady was super helpful and H&M promised to refund extra charges. Even though I haven’t received an email confirmation yet. Hopefully, will see it in the credit card statement.

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    1

  7. User Score

    0

    November 12th, 2016

    I will NEVER purchase from H&M again. By far the WORST customer service I have experienced. They sent my package to the wrong address and can see its already on its way back to the warehouse. Instead of immediately sending a new order like Macy’s or Nordstrom would do, they said it would take 2 weeks to file a claim for a missing package or I can pay AGAIN right now and re-order. I will not spend another dime in this store or online. Absolutely unacceptable.

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    1

  8. User Score

    0

    November 3rd, 2016 San Antonio, TX

    I am giving it such a bad review because I want people to understand how we are able to have so many cute affordable outfits. Next time you are Netflix and chillin put on “true cost” it will open your eyes to a different side of fashion and H&M is on of the biggest companies that are affecting people everywhere in horrible ways.

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    3

  9. User Score

    0

    October 18th, 2016 Media, PA

    Stay away from this company. They ship with Newgistics shipping company to deliver and return. All to save a $ which comes at your expense in having to wait and hope it arrives. The customer service is impossible to reach over the phone leaving you to hear que messages like “currently a lot of people are calling us” over and over till you hang up. I will never shop here again and will be returning my order in the store.

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    3

  10. User Score

    1

    October 15th, 2016 South Jordan, UT

    There were employees walking around the store cutting me off. That happened maybe two or three times and I figured it’s just a bunch of entitled teenagers that work here, so whatever. I went in to buy one shirt (because that store only has one thing I like) and I also wanted to check out their maternity section. The lines were very disorganized and when I got home I realized the cashier forgot to remove the security tag from my shirt…. so that’s just great. I have to drive 20 minutes back to get it removed. What a terrible store. The funny thing is my husband is now telling me that he overheard a customer at the store (while we were checking out) telling the cashier that it was the second time they’ve neglected to remove the security tag from her clothing. My husband said the cashier was just scoffing and rollover her eyes at the customer. What awesome service… oh and by the way, most stores print the option to leave feedback on their receipts but this one doesn’t. They also have a ton of very negative reviews online. They sure don’t seem to care about their customers.

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    3

  11. User Score

    1

    October 5th, 2016 Tampa, FL

    They say standard shipping in 3-5 business days, and I have been waiting two weeks for a package with ONE item! And the tracking number they sent me does not work. When I emailed them about it, they just told me that my package was on its way. Obviously it had better be on it way, its been two weeks! But where is it actually??? Absolutely ridiculous. Never ordering online from them again.

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    4

  12. User Score

    1

    October 1st, 2016 Burlington, VT

    I want to ask something about my order, but there is no order number to send them and I ask them if they need information from me to locate it (other than my email). They say they are not able to answer my question because they don’t have my order information and they don’t do or ask anything to try to find it…

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  13. User Score

    1

    August 10th, 2016 GA

    I ordered a Dress for a important event. They charged me twice. Once the dress finally arrived i was infuriated!! I orderd a large i got a 4xl. It was like a blanket!!!!!!

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    1

  14. User Score

    1

    August 7th, 2016 Houston, TX

    Poor customer service. Manager rude. Lines are too long and management doesn’t care. Told me if i have a problem call corporate instead of opening additional register. One of the busiest shopping weekends and not staffed properly, flow is inefficient, racks are a mess and located in a high end mall. Wont shop here.

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    4 1

  15. User Score

    0

    July 28th, 2016

    Things that are ridiculously stupid about H&M:

    1) You cannot directly call a store to see if they have an item of clothing. Customer sales rep says “because the stores are too busy to take your calls and assist customers in store at the same time.” Yeah, its hard to function like EVERY OTHER STORE IN THE U.S.

    2) I haven’t met an in store employee that was actually helpful or seemed happy to be there.

    3) The checkout is in the back of the store. Takes a few minutes to find it when its a big store. Why does this also have to be different?

    I don’t understand the hype for this store.

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    2 1

  16. User Score

    2

    July 21st, 2016 ID

    I got a H&M gift card for Christmas. I went to use it online because the closest store is about 2 1/2 hours away and I found out they don’t accept gift cards. It’s very irritating.

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    1

  17. User Score

    0

    July 16th, 2016 Hollywood, FL

    Terrible Service, I will never never shop at this store. I can’t believe how unprofessional the staff are.
    The prices are low but I rather paid more for a product and get better Customer Service. Store 321 is the worst of all the store the kid that they have as a manager his name ia Alex needs to go to training regarding Customer Service. His attitude is like I don’t care I’m here to get a paycheck is that’s it.

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  18. User Score

    1

    June 20th, 2016 Philadelphia, PA

    Went to 3 H&M locations looking for clothing, and finally decided to order online from them. Bought 270 worth, and kept 80 worth of what fit. Came to Oxford valley location in PA to return rest and they offered to either give me a partial dollar amount for everything or not take anything at all. Spoke to some guy Basil. This is most ridiculous thing ever

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    3

  19. User Score

    6

    June 12th, 2016 Gilbert, AZ

    While I love the style and selection at this store, not to mention price, I am thoroughly disappointed that H&M does not offer product reviews on their website. I do not have an H&M in my city, so online is the only way I have access to that store. Reviews help me figure out if an item is worth buying. I don’t like taking blind risks with my money. Anyone who has ever bought a dress online, only to find the stitching is off or the color does not match the picture online knows the struggle. Sure, I could send it back. But I shouldn’t have to. Please H&M, add product reviews to your website. It would benefit you and your customers.

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    7

  20. User Score

    0

    June 4th, 2016 WA

    Service with this company is BS. Everything from customer service to returns to trying to contact the company is terrible. The only thing they have going for them is cute and cheap merchandise.

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