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.
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.
H&M has a loyal fan base for many reasons, some of which includes:
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.
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.
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.
H&M falls short in two distinct areas:
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.
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.
Love this company and their clothing! They have sales all the time, so if you find something you like and don't want to pay full price for it you can wait a few weeks or a month and it will more than likely go on sale. I also like that they have a wide variety of clothing to choose from. Delivery of items can take a long time though.
I prefer to shop H&M online because I can always find what I'm looking for. If something doesn't fit I can return it to the store. There is a great variety in my size which is sometimes hard to find in the stores. The prices are fantastic and always in style.
I love H&M. I think it's awesome! I think the website is great. I think they have great clothes!
Great styles for teenagers. My daughters always has me stop by the H&M stores when she is going shopping. I like the pricing too.
Unhappy to be ripped off
Purchased a pair of trainers 11th April and tried returning them 2nd May as sole was coming away from the shoe. The staff in store were rude and unpleasant saying they couldn’t be returned as they had been worn and asked me to “move out of the way” so she could serve the queue which had formed. I took my complaint to the head office who stated they would not override the “decision” made by the staff member, who in my eyes had not been clearly informed of the law regarding faulty goods! So I am now left nearly £20 out of pocket with badly made shoes and no resolve. Purchase from this company with caution and at your own risk!!!
This is a great store if you are looking for fashionable styles for a low price. Most of the time the clothes only last for one season but its so affordable I feel like it is worth it. After Christmas is my favorite time to shop here because of the great sales they have.
I ordered from them , reluctantly as I read many very bad reviews. I tried anyway, and I was VERY pleasantly surprised. The quality of the clothing is great , I got exactly what I ordered each time , in a timely fashion.The only thing I can say my last order went to the wrong address, that was usps fault though.
Great clothes, great prices, and a chill group of employees. I love going into H&M because the environment is relaxed and always has something nice to offer.
I have shopped in H&M stores for many years, I like the products on the whole particularly the kids range. However, absolutely shocked and disgusted to be charged 5p for a paper bag today in a UK branch. A paper bag should be free, the charge should only apply to plastic bags. H&M is taking advantage of the law that was brought in for plastic bags to penalise its customers perhaps to increase its profits? Apparently, according to H&M on twitter, that any money they get from bags they will donate to UNICEF. Do I really believe the entire 5p goes to UNIICEF - NO I DON’T! If H&M wants to donate to UNICEF, very commendable but it should do it from its profits not by applying a surcharge to its loyal customers. Customers should be allowed to donate at their discretion and not dictated by a large multi-national. Another excellent example of rip off Britain, in this case by a multi-national H&M that is out of touch with its customers. Take note H&M - Debenhams and House of Fraser were also charging for paper bags, look what happened to them!! This particular loyal customer, will take her purchasing power elsewhere where the law is not manipulated to suite its shareholders.
Kristiane R Durfey
I have shopped at H&M many times. Their prices were very low but I felt like most of their clothing was pretty cheaply made. I have been very pleased with their mens joggers. They are well made, comfortable and wash well and the cost was fair. Many colors to choose from as well.
Love this store! Could improve on organization of store and sales!
Like the clothes and prices are great. Zero customer service. Only cashiers and changing room arrendant.
Wonderful! Friendly people and very kind and helpful
Great designs but overpriced for the materials used to make the clothing
I liked their old style of clothes. What they offer now is not so good
Love the Concious sustainable clothing and I’m intended to keep purchasing it. But I hate getting tons of plastic with each and every order. Even a tiny baby T-shirt has its separate plastic bag! That actually makes this clothing not very sustainable. Why not just wrap the whole order in paper and put it in a box? So that you get only one box and one piece of paper for recycling. Some other stores do that.
i love H&M and would prefer to give it 5 stars but I can't. Why does it take them to deliver anything and everything i order online at least 10 business days to arrive to my house? Even during off season. I love the brand, clothes, style, i shop here besides the experience with online shopping/ordering. I mean sometimes i buy it with time in advance because there is an event and i find myself having to still buy something else because it NEVER arrives between 2-3 days. Please fix this and i'll give you 5 stars!
Great at helping me find what I am looking for. Really nice staff.
Unique options with generous sizes but they seem uncomfortable as they're alternative type at h&m on the market retail.
I like their variety and I also like their business ethics regarding sustainable fashion. I find that their stores can be a bit crowded (product-wise) which makes it difficult to see everything easily.
My experience with this company has been decent. The staff is nice, but they are overworked. Maybe they should get additional staff.
Great clothes for a great price fashionable as well. I can find anything and everything here.
Customer service, no one greeted me or asked if they could help me to locate any merchandise.
I like their style of clothing the quality is just not satisfactory but the price reflects the quality
bought clothing for my children. not a super big collection of youth clothes, but good enough. a little on the pricey side even though stuff was on sale.
Great Styles - Fabric choices could be better quality.
I love the style and the work clothes but nothing ever fits me right.
I like their clothing and I find great bargains that look great.
great clothes at a very affordable cost. Even have great deals online. found a lot of things on sales for the holidays
good deals but, the better the deal the lower the quality. I like the styles and vibe of this store and would recommend for people on a budget.
one of my favorite places to shop! they have soo many options i just wish they had there sales a little more often because it a bit expensive there
Love shopping at H&M thats my go to first before any store always go their to buy my v Neck shirts very good quality and affordable price. Also their style of clothes is very up to date.
H n M is one of my top favorite clothing brands. I always buy clothes from there. I have an infinite amount of casual t-shirts, formal pants, and jeans and always need more.
They have a different sense of fashion than most places now a days and it makes it fun to go into and see all the different outfits to choose from
H&M sometimes has the best prices for dresses! The material of their clothes are light and good for the summer. I struggle a bit to find the right fit, but overall their clothes are cute and comfortable with a reasonable price.
CRAP COMPANY. Ruined my opportunity to purchase Moschino collection online. Finally got in & put 5 items in my cart. But at PAYMENT I was DECLINED! (Hours later customer service manager 'ZH' said ALGORITHM DECLINED ME altho BANK ALLOWED!) Useless apology from ZH - NO MOSCHINO thkxz CRAPPY H&M.
H&M's clothing is poor quality and high priced for what you get. Customer service is almost non- exsistant.
Karen S Priest
I can always find something at H&M. Their prices are great and selection is good. My only problem is I usually run into someone with the same out fit because so many people shop there.
This is not about their clothes...our daughter likes this store so we figured we would get her a gift card. Go through their website to get the gift card and, for some reason, the website says it was "unable to process the transaction." I try again, checking all information 4x. Same message. I log onto our bank account and there is plenty of funds there BUT, there is also a pending CHARGE for the transaction. ?!?!?!?! I call their customer service and am told that even if the transaction is declined, their system will still place a hold for the pending funds for several DAYS. WHAT?! We use three different credit card systems at my work and NONE of them work that way. "Nothing we can do" I get told. Well...our daughter is now getting a gift card from somewhere else. That transaction went through just fine!
I have been a customer of H&M for many years. Recently, I ordered some items online using the mobile H&M app and my items were sent to my previous address even though my correct address was listed as my shipping address. So I’ve contacted H&M as soon as I realized this and there was pretty much nothing they could do for me other than out of me 20% off of my next order. Due to the items being on sale they were no longer available in my size to order. I asked if the items could be redirected and they assured me that there was nothing that they could do. I asked if they could contact in the warehouse with the items will be shipped to and to stop the return order and they assured me that there is nothing they could do. I asked if the items could be bought from another store and shipped to my home address and they informed me that was something they do not do. I even asked if there was anyway to alert me when the items were back in stock, again they stated that, that was something they did not offer. I just think in 2018 H&M should provide more ways for customer satisfaction especially since this was not my mistake. A simple I’m sorry isn’t good enough.
into week two waiting for my order that was slated to arrive 3-5 business days.
Great in style clothes in every size for those on a budget. Not made of the best quality, but there are so many choices. I love the little kids clothes especially.
I use h&m a lot. It’s the perfect quick way of looking for cloths. They have a huge variety and it comes in all different sizes. I don’t like the money you need to spend buying cloths their though. It’s really expensive!
They have inexpensive, instyle clothing items that will definitely turn heads!
Love the prices, but the quality doesn’t hold. A couple shirts and even pants looked worn out after just a couple of washes.
I love going to H&M! Their jeans are such good quality and always last me at least 2 years!
I always enjoy shopping st h&m because I can get a lot of outfits worth my money than compared to more expensive stores.
You definitely get what you pay for. Although the clothing is trendy, the quality lacks.
I'm upset that I had to choose one star for H & M. I ordered a pair of maternity jeans in a size 8, and they sent a size 10. They were on clearance, and as an expecting mother, I am in need of a good deal. I purchased them for $9.99, which I thought was a steal. When I received them, I was sent the wrong size, a 10, which I had already ordered large considering weight gain during pregnancy. I'm usually a 4/6, so I was swimming in the 10. The customer service representatives were horrible. No pregnant woman deserves to be stressed out to the point of tears, but that's what happened when they basically tried to justify their mistake by saying that I was at fault because they changed the size chart, and the 10 was new size of the old 8. I have no idea why I was to blame for ordering a size 8 and being a sent a size 10, so I insisted that I wanted the 8, not the 10. Well, guess what. Now my size isn't available, so what do they do? Instead of price matching another pair of maternity jeans, they offer me 10% off my next purchase. So, with the cheapest pair of maternity pants being $25 clearance, I could get a whopping $4 off and pay more than double what I had paid for the pants I ordered on time in my size. How nice! But, wait. There's a plus, I could spend even MORE money and get the 10% off my entire purchase. Well, needless to say, I wasn't happy, and so I spoke to the manager who basically had the same thing to say, but with quite the attitude. My husband and I spend quite a bit of money in this store, and now they are losing our business and that of our friends and family.
I ordered off H&M online store and the item took about 2 weeks to arrive. The items that arrived were exactly what was described online. Size fit perfectly & so no complaints there. I would give this online service 3 stars.