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
Average
30 days
7.7
#3
Low
30 days
7.7

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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53 H&M Reviews

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  1. User Score

    1

    February 7th, 2017

    I was very excited to shop from H&M pheonix mumbai. It was sale end so i went with good hopes to shop good and cheap. Didn’t like anything in sale but i came too far so picked regular denims.
    It was late and fitting room was closed therefore not able to try the denims i liked. They have BUY NOW, DECIDE LATER policy and customer service man told me that i can easily exchange it at my near by H&M store also.
    I took it but fit was not good. I have to get it exchange whitin 30 days. After a week i have to rush out of town for a month. So i rush to H&M store aftr my office to get my denims exchanged. It was 9, crew was not at all helpful. I called them 2-3 times but no one came and helped dedicatly. Soon they announce to close fitting room. I took few other denims to try. Staff was very rude. While leaving fitting room one of staff asked me to get back items from trial room. Very politely i took them out. Then he asked me to get the hangers. They way he asked i lose my cool but still politely said i am running late and have to rush to counter to get my return.
    The staff at counter accepted my return and was ready to give me credit note merchandise card. Then this same man from fitting room came and said that they can not give credit note at different store. I have to go back to same store to get it back.
    He force me to exchange it with something else. The denim I picked earlier was of 2000 and all other were of 3000. So I was not ready to buy something in hurry and add more money to it.
    But he kept forcing on exchange. Even after explaining him several times at it is impt that ai get return today only as i will not be available later. He was not ready to listen.
    What is the use of having these big brands all over the city when u can’t even have good proper return policies. Even local shop people act respond better them them.
    I had such a bad time explaining him and coming all the way to return and get my money credit note. I really felt bad with shopping with them. Staff was throwing attitude, no way cooperative.
    Never want that bug again from them. And staff should given proper knowledge and should not that it can be exchanged in any H&M store. They should learn to talk ti customers properly and comprehend with them.

    Worst brand ever.

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  2. User Score

    10

    January 22nd, 2017

    I love this store. Clothes and shoes are always stylish & affordable. The items fit perfectly to your true size. And you can now return your online items to the store.

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    1

  3. User Score

    1

    January 11th, 2017 Edited

    Ordered online for the first time and truly regret it!
    Hermes, their courier company did not deliver the parcel but sent confirmation that they did. I paid for 1 day delivery and needed the product today.
    Totally disappointed. Not recommend

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  4. User Score

    4

    January 10th, 2017

    The company does not provide any service that allows a person to find out what stores have items in stock.

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    1

  5. User Score

    8

    January 2nd, 2017

    Took almost 3 weeks for a delivery!!! That has never happened at any other site I ordered from. I called and got some $ off of price, but that didn’t not make up for not having gift on time for job X-mas party. I shop online for 98% of gifts. Glad they tried to make it right and I know S— happens. BTW, I was on hold nearly 60 minutes to remedy the issue! That was also a first they need to address.

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  6. User Score

    0

    December 23rd, 2016 Upper Marlboro, MD

    My 1st experience with H & M and it was horrible. I got inconvenienced 2xs because they sent out the wrong item and now I’m not going to have it for Christmas for my son.

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  7. User Score

    1

    December 21st, 2016

    Awful customer service. My item was purchased online on the 24th of November. Expected delivery date was December 2nd or 3rd. Item was not shipped out until December 4th!!! On top of that they haven’t replied to my emails! Not one! I’m never purchasing from them again, and I highly recommend that you stay away as well.

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  8. User Score

    1

    December 16th, 2016

    Ordered 3 pairs of leather trousers US size 12. Took more than 2 weeks to arrive (more than a week later than the delivery date I was given in the online order). All 3 pairs were extremely small, would fit a US 4, possibly a 6. No way a size 12. Returned them immediately (same day) using H&M’s prepaid return label. It is now 2 weeks after I dropped off the return and the package tracking is still showing the package “in transit.” I have emailed twice, no reply. I called and reached a customer service associate after holding at least 10 min, listening to noisy music and a repeated recording saying “a lot of people are calling us.” She confirmed they know where the pkg is, but it still hasn’t reached their warehouse and is not expected to arrive for another 3-5 business days. Utterly ridiculous.

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    2

  9. User Score

    0

    December 16th, 2016

    I just wasted an hour and a half for nothing. Tried to make purchase online and my payment got denied so l called customer service and found out that they have a problem processing credit card transactions. It was second time happened to me! They shouldn’t be running online shopping business. I don’t think they are capable of running it. Can’t trust anymore!!!

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    1

  10. User Score

    4

    December 15th, 2016

    An item was not included into my finished 200 CAD order, even though it was clearly stated that this item IS available and in stock. When I filled out a contact form with the question regarding this issue, I got no reply. I had to make a second order just for that one item that the H&M Canada team failed to include into my original order, having to incur the delivery charges of CAD 7.99 for this second order. All of this – the unfulfilled order, the absence of reply to my question, and the necessity to make a second order and incur a delivery charge – left a most negative impression with H&M Canada online shopping.

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    1

  11. User Score

    0

    December 13th, 2016 Hammond, IN Edited

    I placed an order with H&M and have not received a confirmation notice. They have gotten my money of of my bank. I tried calling their customer service number. I doesn’t even ring and your are disconnected. I sent an email to customer service. It is like shouting into the wind. Maybe one day I will get a response, and maybe I will actually receive my package.
    I will give it a 3 and hope for a response. We will see next week.

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    1

  12. User Score

    0

    December 10th, 2016 Decatur, GA

    Placed an order on 11-25-2016, it was shipped on 12-2-2016, today being the 12-10-16, i still have not recived my item!!!!
    How pathetic is this? call them and the wait time is 30 minutes, how else am i supposed to get track of my package?
    As much as i like the clothes there, is as much UPSET AND ANNOYED I AM AT THE MOMENT!!!

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    2

  13. 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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    1

  14. User Score

    0

    December 8th, 2016

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

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    1

  15. 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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    5

  16. 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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    1

  17. 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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    3 1

  18. User Score

    2

    November 27th, 2016

    Bad service, no updates on delay in delivery.
    Cancellation of order without giving any reasons.

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  19. 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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    3

  20. 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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    2