H&M

Ordered online and one item was missing from my order. They tell me "they take this very seriously and have launched an internal investigation", sure no worries, i don't really care. However, they will not send me a new item until this "investigation" is complete even though it has nothing to do with me. It has been over a week and I'm still waiting.. Show details

“Loyalty points only credited after escalation – lack of transparency” I’m leaving this review to document my experience with H&M Australia’s loyalty program, so other consumers are aware. In January 2026, I submitted multiple product reviews in good faith based on H&M’s publicly available membership information, which states that each approved… Read more

review earns 5 points. There was no mention on the Australian website of any monthly cap or review limit.

Despite several confirmations from customer service that my reviews were received, 40 points were not credited. Over the course of multiple emails and a live chat session, I was given inconsistent explanations, including a “monthly cap” policy that I could not find publicly disclosed anywhere.

After issuing a formal final deadline and subsequently lodging a complaint with Consumer Affairs Victoria, the missing 40 points were finally manually credited. However, H&M has still not provided any public link or documentation showing where these loyalty point limitations are disclosed to consumers.

While the points were eventually added, the resolution only occurred after escalation to a consumer protection authority. I believe loyalty program terms and limitations should be clearly and transparently disclosed upfront to avoid misleading customers.

I hope H&M improves transparency around its membership program so customers can make informed decisions.

I used to love shopping instore at H&M but not anymore. I put up with their rubbish wifi for too long that made checking out difficult and took them too long to improve. Recently I bought some cushion covers but got home (4 hrs drive from Sydney) to find one was the wrong shape (my fault) as the others. Homewares are not available online. The… Read more

store cannot be called direct, just a central customer service number. They told me there were none left anywhere, including at the Parramatta store. When passing through Parramatta a week later, I discovered the homeware department was closed ages ago!! This week I made a trip to the Brookvale store where I originally purchased them and found there were several of the right size and colour cushion!! I could have brought the wrong one with me for exchange had I been given the correct information. The staff at Brookvale are excellent and I'm polite and easy to get along with, but one of the new service staff deliberately ignored the manager who asked her to get one from the store room for me and was basically passive aggressive with me too. H&M don't make it wasy to make a complaint, so I am giving them the bad review they deserve, which is a shame.

Fantastic service – I want to acknowledge the excellent service provided by Dilpreet K at the Pacific Fair Gold Coast store. My wife lost one of her gold earrings in the store. We went back to the store reported it to Dilpreet and initially we could not find it. We left empty handed. Dilpreet found it the next day or two and posted the earring back to our home in Sydney.

This shop is amazing!!! – I love the styles and colors in the shop. It has great fits and even I bought the most comfortable jumper everrrr! I will indeed go back again really soon!! Show details

Wonderful!!!! (Australian H&M - unable to provide any photos sorry) – There are so many bad reviews on here, what!!!!!!!!! As someone who lives in Australia and shops on the Australian version, H&M is amazing!! Every product I've ordered is true to size, just as how they describe it/show it in pictures, a HUGE catalogue/options and a reasonable price for the quality. Personally, I've never had an issue with the… Read more

customer service, everything I ordered came in good condition with reasonable shipping time. I've never needed to return something, so I am unaware of what the returning process is like, but really the only problem I have with the website is that there's no 'price' filtering option. Highly recommend!!!!!!!!!! (Both the website and in-person stores are great, more than half my clothing is from H&M, also i am not able to provide photos as I'm talking about the store in general, not a certain item/s)

Today, I experienced the worst customer service at H&M in Perth. The staff member at the counter behaved as if she was being forced to be there. Her tone and body language showed zero interest in helping customers. She gave unclear information, and when the customer politely asked her to repeat, she looked visibly annoyed and responded in an… Read more

unprofessional manner. This kind of attitude leaves a negative impression and makes customers feel unwelcome

I bought a pair of pants which was a size 6 and it was too small I needed a size 8. I went to the Melbourne store just to get a bigger size and the so called manager gave me hell . She refused to exchange it . I didn’t have my receipt but the pants was brand new with all the tags . I had the purchase on my platinum Annex card ! I had my card… Read more

showing the purchase . just the way I got it from the Browatd Mall store . It would have been very far for me to drive over there so I went to Melbourne . I was there for over 40 minutes pleading g and the one good guy Andrew helped me out . I have been a H /M Shopper for years and all over the world H|M Shopper but this store in Melbourne is where the trouble is . Andrew should be the general manager there . It is awful to be treated in a derogatory way . I mean the pants was only 29.00 . I still love the store but I will not go to the Melbourne store . The one at broward mall has excellent service and kind staff members

H/M should not hire people who do not care about the store business . This so called manager lady with the accent is awful and just a hater ! Get rid of her please . Give the manager position to Andrew . Andrew is extremely good with customer service and just great manners . Well trained young man . I spent over 120.00 the last time . Just very sad to have employees like that woman who cannot treat clients well .

Please do not hire a person who will make your store lose money ! That accent speaking woman couldn’t care less . Fire her now !

I still like H/M but I will stay clear of the Melbourne store . I am disappointed but I understand the lady has no training and no care for H/M clients .

I will tell all my friends about this and they will not shop there .

H&M in Pitt St Sydney, has to be the worse store by far! More times than not, I have to return with items because they continuously leave the security tag on the clothes. I have been checking them before I leave the store, and because I was in a hurry, I forgot. And again I have to go back to remove the security tag. It’s just not worth the effort of shopping there anymore, having to return more times than not. Train the staff!!

I’d like to give this company and customer service minus five stars. I can say I’m a long term H&M Basica customer, always thought value for money was fine. Then I bought a black long sleeve T-shirt at the end of last year, which stained my skin black after wearing, gave me a big rash, and now I’ve had to handle customer service for MONTHS. I… Read more

contacted customer service straight away to report the issue and - they could not care less. I’ve since spoken to countless customer service people and after months of the same reply - we are sorry to hear, please give your full name, phone number, address, H&M account details so we can help you. Definitely need your phone number and email address and residential address before any help is offered, which I don’t see the point in. The issue is I bought the item in store, it’s a terrible product, I got a rash from it, I contacted customer service, sent the receipt and photos through, and am asking for a refund as a form of compensation. Mind you it’s a pretty cheap item, so not sure why it took me following up for months to finally be refunded the amount. When I asked about some form of compensation given the circumstances, the happy reply - they’d love to send me replacement items, but they’re out of stock, so I was offered an insulting 10% discount off my next online purchase. And only once I create an online account with H&M of course. Excuse me but I can buy a shirt off a sales rack at H&M that’s 80% off any day, I don’t need an online discount for that. It’s honestly been the worst customer service experience I have ever had, impossible to deal with , absolute time waster, don’t think for a second they value you as a customer!

Terrible customer service. Will NOT be purchasing from H&M again! – Sent the wrong sizes to what was ordered. No more items at the size required. Now have to wait 16 days for a refund. What a joke!

Worst shopping experience with H and M – The most pathetic experience I had ever had . I went to one of the store at Gold Coast and I was charged twice for the same Item on the bill . This has happened three weeks ago . I had shared the bill to the customer care team on the same . Every week they send the same response . We are looking into it and thanks for your patience. It has been… Read more

almost 2 months , continuously chasing up for my refund as I was charged the same item in the bill . I had shared the bill and raised the complaint with the h and m store , pacific fair Gold Coast but no response till now .Not even a single communication till now except today when I received the call from the customer care today after I sent an email to them , asking about the update and same response again , that they had escalated the same with the store for the sixth time It’s seems they don’t care about the customer else issuing a refund doesn’t take 2 months , when you are not at fault and just asking for the refund wherein I had been charged twice on the bill on the same item

Most incompetent online customer service – I’ve never experienced such an incompetent online customer service team ever. I had bought a gift card in store a couple of months back and one card was not loaded correctly. Obviously I had thrown out the physical receipt from the store because it was a gift card and you can’t return or refund gift cards normally especially if I had bought it as… Read more

a present for someone else! All I had was proof of purchase from my credit card statement so I was told to call the customer service number to chase up the transaction. On the first call I had to provide all my details to begin a case report but then had to send in the bank statement. I did that later in the night and then next day got an email back saying I had to resolve this issue in store. I had done that prior to calling the customer service number. Called them again and got a completely different representative who had no record on the conversation I had with the previous representative. I had also sent an email with this concern. It was rather frustrating as I had to confirm my details 3 times the second phone call and all I got was sorry the profile has come back empty. How ridiculous that a big worldwide company have poor record keeping capabilities and cannot go back through recorded phone calls (which many companies claim to have for training purposes). I even opted to do the survey following the phone call but this line got cut out. If I ever get this issue resolved, I would recommend to check your gift cards at time of purchase and save yourself from all this unnecessary chasing around and very unsatisfactory communication with the Australian online customer service team.

Worst customer service/experience ever – I was cleaning out my room and found a gift card voucher which I received as a Christmas present. I realised it would be 3 years old this Christmas so I decided to spend it before it expired. Once in the store I selected some items and proceeded to the checkout. The system didn’t recognise the card and the girl on the checkout tried all she could… Read more

to resolve the issue. After being passed to her manager, who then passed me to another manager I was told in no uncertain terms. “Tough luck it must have expired, they must have purchased weeks before Christmas. After complaining a bit I was told the only people who can override this is customer service, if I give them the card number they can see exactly when it was purchased. Once I got in touch with customer service they instantly dismissed what I was saying. They told me nothing they can do and the store manager had obviously lied to me to get me to leave the store. There was no sympathy or any effort made to resolve anything. Worst customer service/experience I have ever had with attitude and lack of wanting to help.

Terrible quality and customer service – The quality of kids pants is terrible. Do not buy! Pants feel apart outside of 30 day refund window so no refund given. Show details

Terrible customer service – I received a first purchase 10% discount but the item was too small so I wanted to exchange it for a bigger size. I was made to pay the discount amount as they have a policy to not honour a discount on a, so-called, second purchase. So I did not get a discount in the end either. I sent an email and received this Hello Sharon, Good day! Thank… Read more

you for reaching out to H&M. Thank you for reaching out and for your feedback regarding your recent experience. We sincerely apologize for any inconvenience this has caused you. Allow me to assist with this. In regard to your exchange, our policy stipulates that exchanges are processed at the current selling price. This is why the additional $2.80 was charged during the exchange transaction. We understand this policy may not have been clear, and we apologize for any confusion it may have caused. We strive to ensure our customers have a smooth and satisfactory shopping experience, and we appreciate your understanding in this matter. Thank you for your patience and understanding. Best regards, Han

Terrible service just lies and more lies – Towards the end of last year I purchase an item at Auckland whilst on a cruise and the staff member omitted to remove the security device. I returned item to the store by mail which they acknowledged. I can understand why the reviews are low for this company as I have communicated numerous times in order to receive refund. Promise promises is all I get. G. Hill Caloundra AUST.

Frustrating Impersonal Customer Service – I sent customer service an email with some questions regarding a few products I was looking to purchase. I received a template response back that didn’t answer any of my questions. I wrote back in the hope I would receive a proper answer this time. Unfortunately I received an even longer jargon filled nonsensical template email that didn’t come… Read more

close to answering any of my questions.

Impersonal customer service severely lacking in product knowledge.

Saga of the Satin Skirt – I purchased a size 18 (I am usually a 16) satin skirt online, delivery time was pretty good. However, the skirt was way to tight, could hardly do it up, so it was returned via H&M online returns (no instore returns). So while I waited for my refund, I went instore Indooroopilly to look for a larger size. Don't get me started on the lack of… Read more

attention by the few floor staff, young, un-attentive, did not even come over and ask to help. Finally, I decided to order a size 20 online & signed up for a $3.49 discount - it was delivered quickly. Now for the garment itself! Even size 20 was snug , a waist label and tag, product detail tags, care instructions etc all sewn into seams....all of which show on a satin garment, so I removed them all and hung the skirt up. I noticed a very visible, 12cm curve upwards at front of the hemline...cheap crap, probably could have done better on Temu for around $20. I am stuck with it for my trip to NZ for for formal wear.

Really bad customer service – Wow can't believe we have been delivering clothing to h and m for about 2 years. My wife went to deliver a large bag of cloths to day 12/1/24 and as we use the same bag repeatedly other h and m staff just get a trolly to put it in for us so we can take our bag home and use it again. Today though they refused our donation as it wasn't in bags they could keep so we had to take it home again. Very disappointed.

50/50 – Cargo Twill used to be a premium item now the cargo is Target like. I don't know the difference between pima and premium tees and they are constantly out of stock for both in small medium and large. Either they're not making enough tees or not stocking Australian warehouse enough. I'm not rich at all and I would buy 10 of these shirts if I could... Imagine the losses... Tried 3 times in last year. I guess I'll give up and shop elsewhere.

Dress did not arrive in delivery - will not give refund or ship dress. Unbelievable!!! – One of my dresses didn’t arrive in online delivery. Customer service is refusing to ship the item or process a refund. Not ok to hide behind offshore customer service operators to avoid basic Australian Consumer Laws and contract laws which businesses have to comply with to do business here. I should not be out of pocket for H&M’s errors. … Read more

Update - wow now I am seeing in customer reviews this is a common issue. Unbelievable H&M think they can continue to operate like this in a country where we have consumer laws to protect this kind of behaviour.

Cheap looking but expensive – When H & M first came to Australua, it was different and cheap, but now, it is very expensive and the clothing is weird. There are never enough staff and wait times at registers are always extensive, don't like the shopping experience overall. Show details

Wrong item delivered – I ordered a dress for my Granddaughter’s birthday and paid express postage so it would definitely get here on time for her Birthday. I received a parcel ) ( not by express post) and it was the wrong item in it, a little black jacket. I spoke to customer service who told me they would resend the dress the next day with full refund. As I hadn’t… Read more

received any notifications, I contacted customer service again only to be told by another operator that I would not be receiving the dress and I would get a 50 percent refund as soon I sent the jacket back. What a debacle! I will never shop with them again, they are a bunch of amateurs!!

Crap company to buy and deal with – I purchased an item online, completely different item got sent out to me... now Im waiting 3 weeks to get my refund... support do nothing but say wait. So over it. Will never buy from this company again.

Worst customer service – I purchased a coat as a gift for a friend which, when she tried it on was too small. I returned it to the store and was given a merchandise return card as I had used a visa gift card and could not obtain a refund. I went to use it online, which they advised would work when I asked instore, and when I went to finalise "complete the purchase"… Read more

online nothing happened. I tried all the recommendations that customer support suggested to no avail. The worse part of this whole experience is that they don't bother to read what you advise them. Amongst other things I advised, I wanted to use the H&M merchandise card to get rid of it as I do not shop there. Twice in different conversations they advised the following.."In the meantime, we humbly ask for you to use another payment method for you to finalise your order." I'm not sure why I would want to use my own credit card and not a gift card I have???? I will not shop here again.

Poor service – Attempted to buy a large glass vase (although intended use was going to be a terrarium) in their homewares section. The counter in homewares was closed (even though there were two employees working there)so I had to wander through ladies wear. So the vase was $49.99 plus 15 cents for a paper bag. The young man just put it in the paper bag (with… Read more

an audible thunk) and I ask did they have anything to wrap it in (given that it was glass), no we dont sorry he replied. I was a bit in disbelief and ask, nothing at all. No, as I have already said, we have nothing, he replied. I told him, okay, well if there is nothing to wrap the glass to minimise breakage, I won't have it thanks....and walked away.

There is so much ceramic and glassware in that store, I can't imagine they just sell it by placing it in their paper bag without wrapping it in something (usually tissue paper). I expect that it was situated at the counter in homewares which was closed, and they did not want to walk over there to package it. I hate thieir clothes and now I hate their service. So they can shove it.