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H&M - we love fashion App Complaints & User Negative Comments 2024
H&M - we love fashion app received 93 complaints, negative comments and reviews by users. Have you ever had a bad experience using H&M - we love fashion? Can you share your negative thoughts about h&m - we love fashion?
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H&M - we love fashion for Negative User Reviews
✓ Stupid rulesIt’s insane how they don’t allow you to fix your delivery address despite the package not being shipped whatsoever. Why can’t H&M have a 1-2 days option where customers are still allowed to cancel their order even after the confirmation. Wrote the wrong address, thought my delivery address was the same as my billing address. Later to find out, the delivery address was wrong and my package is being sent to the house right in front of me. I don’t even know what delivery company H&M uses as they have no information about that, which is stupid on their side. Not sure if they’ll give you a tracking NUMBER or if the “tracking” link they provide you is your only source of tracking. Overall, H&M should just stop doing online if they can’t even do it properly and provide their customers the best service….Version: 22.44.1
✓ Internet connection issueThough I’m writing this review online and connected to internet, the app says ‘My device is not connected to internet’. iPhone XR.Version: 20.12.2
✓ HorribleI loved getting things from H&M... I live in the US and so it’s only available to shop by app or online. I’ve shopped online and the app before without any problems. But when H&M updated their app, I’ve had every excuse to hate shopping from there. First of all, you can’t look at you past orders on the “new” app. In general, their “new” app is glitchy and awful to use. Second, I know this sounds like a little bit of a stretch, but they sent me the wrong size of pants on purpose. They sent me a pair just a little bit smaller then what I usually get. I have a screenshot of my purchase before finalizing to even prove it. Even the recipe is different then what I ordered. Thought that was a little fishy, so I looked on the website to see if my size has been out of stock, and yes it was. And guess what size wasn’t, the pair I got. Used to like H&M, but I’m good on wasting my time and money. Quality has definitely gone down within the past year😔.Version: 10.2.0
✓ Buggy needs updatingMost of the app seems ok quite clunky and slow to load, links for membership take you round in a loop! When you actually want to place an order don’t try and enter your address manually! Mine isn’t listed for some reason but the app assumed I didn’t know my correct address so auto populated to a neighbouring address a couple of streets over and saved that instead. Then when I tried to edit it manually it insists I use the populate option and I have to type something in that field for me to move on. Fingers crossed my order turns up. Then the contact number section is required but asks for a mobile number that MUST start with a 7 and have one more digit than U.K. mobile numbers actually have. Only way round this is to add a random digit to the end of my number! Poor programming. Needs an update ASAP.Version: 14.6.1
✓ Never buy onlineWorst customer service ever, never buy online. I ordered 15 pieces of clothing from the app on Black Friday deals, it said 6-7 days delivery. I called them and they said 8-10 days delivery.. then it’s been 15 days and they never delivered.. I called 4 times to H&M, didn’t get any help, created the ticket but nobody called me back, have been on chat help but representatives didn’t treated well.. yet no help.. all I heard was - ‘ we are busy, overloaded with orders’, and now they say items are lost and giving refund. I lost all the Black Friday deals which I could have bought from other places, lost all my time.. items are sold out and now refund doesn’t compensate for my lost time and deals. If they can not honor the order, why are they even taking orders..please save our time and money by refusing to take orders if you can’t handle !!.Version: 22.44.1
✓ Not the bestWhen this app works, it’s great. At one point it was So easy to just click on it and find what I need when looking for something for myself or my kids. But the problem is, lately it hardly ever works. Always emptying my basket, always logging me out of my H&M club account and then when I try and log back it, it tries telling me my password or email is incorrect but then when I try it on my laptop, logs me in no problem. It’s always showing the “Oops” message and lately keeps displaying offers on the home page of app that are ages old and no longer valid !! It’s honestly becoming useless to me, think I’ll delete it and just shop in stores or else where 🤷🏼♀️.Version: 9.7.1
✓ Just the worst.I haven’t ever written a review but this experience pushed me to. First time buying from the app. I shopped a couple of items and has been charged. Everything was grate until I got a email notifying me that shipping will take a while for my first item. Two weeks has passed and still haven’t heard anything. By the end of that week I have gotten an email saying that they canceled my item due to it being out of stock and will refund me. I’ve seen reviews that their company never keeps in track what they do or don’t have in stock and it’s very annoying. In that case I just wanted to cancel my order overall since it haven’t even been shipped out. I call customer service telling them that I wanted to cancel it but they told me that I can’t anymore because of the date I purchased the item. So now I’m stuck with a item I don’t want anymore. The refund took a whole other week for me to receive and I didn’t even get the full amount I payed for it. They just changed me for the original price of the item but never gave me the shipping and handling amount back. I can’t wait to just delete this app out of my phone forever..Version: 20.11.2
✓ What’s you’re problem?You’re websites are always problematic and never work, can’t tell you how many times I’ve seen the ‘it’s not you it’s us’ sign pop up before making payments. And plus it’s hard to choose sizes when you don’t mention the size the models wear. In the past every time I’ve bought clothes there’s something wrong with them, they’re either missing buttons, got rips in them or are way too big- since when was a size 10 the same as a large??? Please sort it out, online service should be the same, if not better than in-store experiences..Version: 9.5.0
✓ The worst app...For such a global successful company, their app is the worst I have ever come across. It is constantly crashing and “down for maintenance”. Switching from search option to club card information to basket takes so long. To open previous orders takes even longer you might as well hit the button and go make yourself a cup of tea. The filtering options are just abysmal. Once you make an order, the app sends you off to Safari to a blank tab. So you then have to close Safari and return to the H&M app only to find your shopping basket “greyed” out. You have no idea if the order went through, along with your payment as no confirmation notification comes up. You then have to hope this comes through into your email inbox or you have to re-open the H&M app and check your previous orders! What an absolute mess! Please fix this!!.Version: 9.7.1
✓ Why fix what wasn’t broken!?This new app is slowwwwwwww. From clicking on your bag to adding things to your cart, it makes me lose interest and I’ve actually discontinued shopping because of it. When I was forced to download the “new and improved” version everything I had saved was deleted. The old app at least told you when something is sold out but now it’s just deleted. The merchandise I did manage to order after much frustration took EIGHT days just to get shipped! And one of my items was sold out. Duh! It took you over a week to do your job. And lastly, on your bank account it looks as if the money is withdrawn as soon as you order but it’s not actually taken out until the order is sent. That would be fine if it didn’t take over a week for things to be prepped. I will more than likely delete this app. The H&M stores carry minimal sizes which I why I always prefer the app but this is simply irritating and inconvenient..Version: 9.7.1
✓ Won’t recognise my loginI have checked and double checked that I was correct, I’m logged in on my iPad but it will not let me log in on my iPhone insisting I have entered something wrong, I asked someone else to check the email and password I was entering and everything was correct 😕 I don’t like apps that make me doubt myself….Version: 22.2.2
✓ Doesn’t confirm address when finishing purchasePretty much every app, website or online store says where the purchase will get shipped to and the option to edit the address prior to finishing the purchase. To change the address you have to go to account information and change it before purchasing. I recently moved and after finishing my purchase on the app, I found out that the items were getting shipped to my old address via the confirmation email. After the finishing the purchase you can’t change where it’s getting shipped to even after contacting customer service. The customer service agent said there’s a window of about an hour to cancel the order and then reorder it but it also doesn’t say that anywhere I could see just the ability to contact customer service which won’t help the problem. CHANGE SOMETHING ABOUT THIS PROCESS..Version: 10.7.0
✓ Worst service everI don’t usually write reviews but this company needs to develop a better system to produce better service. I was very patient and understanding with longer ship time because of covid. I ordered on Oct 1st and it took almost 3 weeks to ship, so I thought. They sent an email that claimed my ordered was shipped but still to this day I can’t even track my package because USPS hasn’t even received it from H&M yet. Talked to customer service and told me to contact them again if I haven’t received my package 3 weeks after the ship date. That’s just ridiculous to think I would have to wait over a month for them to help resolve my problem. This has to be the worst service I’ve ever gotten and it’s frustrating that H&M has no resolution whatsoever..Version: 20.11.1
✓ App needs improvingI’ve found the ‘favourite’ function on the app doesn’t work properly. I hit favourite on numerous items that I liked but couldn’t afford to purchase at that moment in time. I came back about 3-4 weeks later when I was ready to purchase and the app told me I had no ‘favourite’ items! I logged in to my H&M account on a computer in case the app was just glitching but alas, apparently I had no favourite items. I did contact H&M customer services and told them what had happened as I wasn’t sure if they could do or see anything their end but they couldn’t. The person I spoke to said they would pass on what had happened to the relevant team. This happened last year. The same situation presented itself and the same thing happened, after I hit favourite on a few items about a week later I came back to them to see my ‘favourites’ section empty. Very annoying after you’ve scrolled through hundreds of items! Frustrating that they can’t sort their app out, especially when you compare it to an app like ASOS which seems to work well. Please try and fix this H&M!!.Version: 23.18.0
✓ Can’t add loyalty card to walletPlease be like other stores loyalty programs that let you add the card to iOS wallet. It’s much more confident than opening the app or website..Version: 21.40.0
✓ Much harder to navigate than other shopping appsWhen selecting an item, you can’t easily view all the other color variations of that item. Sometimes those selections are available, but other times you have to scroll to find the same item in a different color. Plus, so many of their products have the same title (example “pleated skirt”) that it’s difficult to search to come back to something or tell the difference between items while scrolling. They also seem to have gotten rid of their Find In Store feature, or at the very least hidden it somewhere. Overall, the user experience is just much clunkier and less intuitive than other shopping apps I typically use..Version: 11.4.1
✓ ReviewIt is support Israel occupier ,Blood brand.Version: 23.41.0
✓ No internet connection??Every time I go to open the app it says I have no internet connection and I have to log on via the H&M website. This happens when I have strong wifi at home and in store. Please can you look at the app? Thanks.Version: 22.42.1
✓ Improvement neededUnfortunately h&m do not make it clear that when you actually sign up as a member, every year from that date you signed up all the points you collected in the months leading up to that date you will lose all and any vouchers you may have gained. H&m thinks its a good idea to renew your membership every year on the date you signed up and wipe all your points off? Also with it taking 30 days for any reward vouchers to go on your account you can never get the chance to use them if you gained a voucher within a month up to your membership renewing?! How ridiculous No other points/member club on the high street wipes off your hard earned points so why are h&m? Totally unfair on customers and they do not make this clear, its hidden in the small print that nobody reads..Version: 14.4.1
✓ Show me the discount in %It is so frustrating that I do not see the actual % of my discount. I don’t actually know if I got the 20% off by my calculations I only got 15%. You should be showing me the % discount off the item or at the end…it shouldn’t just be a value..Version: 23.37.0
✓ App Doesn’t WorkUPDATE! I deleted and redownloaded the app and the app seems to be working fine now. Must of been a bug that messed up on some users devices. Not sure why the fix wasn’t pushed into an update or the update messed up on my device. But deleting and re downloading the app seemed to fix my problem. Hope this helps others and fixes their app issue. — Leaving a review in hopes the developers will see. I’m getting emails and coupons to shop, but can’t. The website takes me to download app. The app just hangs on the logo and says won’t load in my country, in the US. The link in the App Store to report app to developers takes me to the broken app. I keep checking for an update, but nothing. It’s been broken for days. I hope when they fix this problem they reissue the online/app coupons that we couldn’t use because of the app issue..Version: 22.5.1
✓ Wrong country errorHaven’t been able to load it for almost a week.Version: 22.5.1
✓ Lacks Proper ManagementVery poor Customer service, inspite of being a well known company in India, I am not happy atall after I have ordered certain items and I found some items missing and sometimes a fake H&M brand shorts and the most important thing is Refund Policy and process is very slow it takes almost a month to resolve the issues, Not satisfied with the Customer Support and Service very disappointed..Version: 23.44.0
✓ Two things to complain!There’s nothing on this app that you could do something with canceling your order! We should be able to cancel our order within at least 30 minutes after our payment was completed! The only Way that you could cancel your order is through phone calls, and I have to say it is so inconvenient!!!! Right now I’m having this issue about Black Friday sales, there should be a 30% off on my payment but it didn’t happen to mine. But I accidentally pressed the pay button and now there’s no way for me to cancel it! I have tried to call for at least 10 times but it seems like that “ due to technical problems” my call can’t be answered!!!! THIS IS RIDICULOUS! And the app is always so slow. I really like H&M but I’m very upset by this situation! If the ones that are in charge of this app sees this, would you please fix it ASAP? Thank you!.Version: 12.2.1
✓ Difficult to navigateFilters make it hard to browse if you’re not looking for a specific item or know which department you’re want The app is ok, but the online shopping experience is pretty bad compared to other retailers. Shipping takes a week at least (I’m London based) online refunds can take two weeks. No option for express delivery, no option for returning multiple orders in one parcel. The plus is you can return in store which defeats the point on shopping online. All in all, the app is ok but the online service needs updating.Version: 23.49.0
✓ App closes suddenlyThe app suddenly closes all the time….Version: 23.44.0
✓ Keeps crashingGreat if you know what you want to purchase but not great for browsing. After viewing a few items, going back & forth, clicking to see reviews of items and descriptions, it just freezes. You can do nothing but wait for it to crash or kill it & start again. This has been going on for months and it’s still not fixed. Running out of memory? Not sure but the devs need to look into this. Correction: Sometimes it freezes & crashes after viewing just 1 item so it’s unusable..Version: 23.34.1
✓ ?Most of the items aren’t modeled on people and it makes me confused on what the clothing would look like if it were worn. They shouldn’t display a shirt not worn by something on the thumbnail. I think it would attract people to actually display a model wearing the item. I would have bought tons of your clothing but I did not buy because I don’t know what it would look like on me. It’s frustrating how some items have models wearing them and some don’t. It just makes it frustrating to shop. Please take time to actually display the clothing on models. And some of the pictures aren’t even a straight view. A model would be wearing a item but the pose is like a side view pose? I can’t even fully see the item. Why don’t you just do front back and side like a normal online store would? Lol please fix this.Version: 10.7.2
✓ Why fixing what’s not broken?The new app is terrible. The reviews dont feed through on the app - if you want to read them you need to go to the web browser. The layout is not great either, and the app keeps crashing. The old version was much better - pls bring it back..Version: 23.18.0
✓ Not GreatI don’t live anywhere near an H&M store but I really like the products they put out. I have ordered from them twice and the first time I received the wrong item which I had to return just to have to try and reorder the original item I wanted, only to find it was out of stock. The second time my package was “delivered” twenty one days after I ordered it, exceeding the 3-7 business day shipping I had. All that time passed just for me to receive notification that the addressee was not found and the package had been returned. I would love to order and actually receive the items this company produces but I can’t if I cannot actually receive the items. Very disappointing and I hope the issue is resolved soon for other who might be having the same issue..Version: 22.2.2
✓ Not bothering to shop with them online EVER again!As someone who relies on shopping online a lot I love H&M’s clothing and home range, they are great!!! It’s a shame they don’t bother to spend time on the app. Instead of making shopping easier and hassle free is leaves you feeling exhausted and very angry! I can’t access my basket, I can’t check out, I can’t even add anything to my basket either!! I’ve tried Reporting bugs, updated it as soon as one is available, deleting and downloading the app again, closing the app and opening again, restarting my phone too! Nothing works. Thera no point being a club member because staff in store don’t know how to issue points into my phone! I can’t load any off the offers after accumulating hundreds of points so....Finally decided to get rid of it for good. Sticking to the old fashioned way of shopping with H&M; if I find the time to go in with toddlers that is!! Shame!.Version: 9.7.2
✓ Needs improvementThe H&M app could be great, but recently I seem to have encountered so many issues that I’ve stopped using it. I placed an order, paid with PayPal and received an order confirmation screen, but there now seems to be no trace of my order in my purchases, my email or on PayPal so I’m assuming it never went through. Trying to use the chat bot is an absolute nightmare and there isn’t a great method available to contact them. Also the filters for each category don’t work properly either and don’t bring up every result for the criteria you have asked for..Version: 13.1.1
✓ Won’t connect to the internetUgh! So annoying! I will download the app and it’ll work great for the first few days and then it’ll say no connection. Have deleted and reinstalled a number of times. Even though I have internet it keeps saying no connection. Also can’t use the website because it keeps referring me to the app.Version: 21.37.1
✓ Sort is not working correctlySort is not working correctly.Version: 24.3.1
✓ Really? Limit on Favorites?Yup, you read that right. The app literally limits how many items you can favorite or add to your wish list. You can’t even bear the cap by having multiple wish lists. That’s the sole reason for this poor rating. Bc I have ADHD having a wish or shopping list is a very important part of shopping for me; if it’s out of site it’s out of mind so I make task lists and notes for everything in my regular daily life. And if I can’t save items to a wish list I’ll forget about them, and having a cap on how many items I can save is just a really poor shopping experience. (Especially when the cap is definitely less than 100 items and closer to around 50).Version: 23.8.1
✓ No fashion connectionThe apps just stuck on an error that there’s no internet connection for weeks now. I’ve tried reinstalling the app, killing it, even changed my phone! But still cannot access the app. All other apps on my iPhone 12 are working just fine..Version: 23.41.0
✓ Limit on how many items I can “like”I enjoy the app, but I wish I could organise my “liked” items and also “like” more than the allotted amount of items! I find it silly that there is a limit to how many items I can keep in my reserved “like” section! I find it hard to find the items again to reconsider if I would like to buy it or if it is a piece of home decor, and I just need to go measure the space I wish to put it in, I can’t save the item unless I delete another “liked” item. Please don’t cap or limit how many items we can save in our “liked” section! It means there’s less likelihood that I’m going to be coming back to find the item again and purchase it..Version: 20.10.1
✓ Keeps crashingI’m using an iPhone X and the app keeps crashing. All I’m doing is browsing through items and the app closes by itself. Very frustrating having to reopen and figure out where I left off. Also the inventory is not accurate. I placed an order and received an email notice afterwards that several items were out of stock so I won’t be charged for these items thus won’t receive them. Bad UX. The UI on this new app is better than the old app version. I appreciate the much needed size chart link on every item. Ways to improve: 1. Figure out what is making the app crash and fix it. 2. Add more in-depth item descriptions and actual item measurements for each size please! Fashion retailers are so bad at this, it will most likely help reduce the amount of returns and exchanges. H&M, y’all could do better..Version: 9.7.1
✓ Doesn’t work at all nowIt’s not that easy to use and not a smooth up experience. Have to dig around for vouchers, with retail assistant’s help or prompt. Lol. And clunky, just closes itself suddenly or doesn’t load and I’ve done all updates and on latest iPhone and os. Annoying app for a large co I’m surprised.Version: 21.11.2
✓ App keeps closing!App keeps closing out of the blue, sometimes after a few seconds, sometimes after a few minutes. Am I the only one having this issue?.Version: 23.41.0
✓ PriceExpensive.Version: 23.41.0
✓ No longer shows favouritesAs the other reviewer pointed out, I can no longer see my favourites. It’s been days and there’s always that error message. So annoying!!!! Please fix it!!!!.Version: 21.15.1
✓ Israël tue tout un peupleNe participez pas à ce génocide..Version: 23.41.0
✓ It’s just okThe usability isn’t great and it’s a bit slow.Version: 11.3.0
✓ Shopping bag loses everything...So i went shopping, added quite a few items to my bag, but as soon as i click onto the icon to view my basket, ALL the items i’d put in it were erased. however, i thought this was a small one-off error at first, so i went back and added the items again. and then page reloaded, and the items lost once more. this has happened two or three more times too- please fix this, it’s the only thing about the app that needs to be urgently sorted out. the app is actually really good- it loads fast, it’s not down much, too. however, the shopping bag erasing all items is just so frustrating and annoying that i just have to give one star..Version: 12.2.1
✓ Crashes and SlowThe app is very slow and it crashes often.Version: 9.1.0
✓ Definitely unhappy!I have already contacted Customer Service. They told me that there is no level higher to discuss my dissatisfaction with this Company. Making a purchase with a debit card that can not except refunds that works like a gift Visa basically you can not receive a cash refund. They immediately received the funds‼️ Even if the return was not worn, had all tags & was returned the same day as the purchase. They told me I could exchange the item or take a store credit. I don’t understand if they cleared & received my money why I can’t return the item & receive mine back. The Card was not a Credit Card it was a debit card. So basically you are forcing me to purchase at your company even if I decide I do not want to purchase..Version: 12.3.0
✓ NEXT DAY DELIVERY SCAMI have paid for a next day delivery however they delivered it after 3 days. Although they have said they will refund it, which was not until now not resolved, the delivery has two missing items when I received the list. These two items are the most expensive among the 9 items I purchased. It’s just absolutely ridiculous service that after being considerate about the delivery option they would just give you an incomplete parcel. I recommend for online shoppers not to trust this brand especially when items are on sale..Version: 21.28.1
✓ The app is deleting my favourites :(Please stop deleting my favourites, as the whole point of favouriting items is to come back to them later and remember what you wanted to buy. The app has been deleting my favourites every time I’m coming back to them some time later :( Not fun to use it because of that as I don’t have the time to make new searches every time again :(.Version: 21.18.1
✓ Just want to go online and not the app automatically every time!Finding it really frustrating how I keep getting automatically diverted to the app every time I want to just go online via my browser! I tried this at least 8 times and don’t like being taken there against my will. On top of this, whenever I tried going into the online shop from Google, I was taken through to the Chinese site?! Also, importantly, don’t like now having to download the app to get my voucher for the clothes recycle scheme - how is this encouraging the loyalty and sentiment of charity giving?! This is monopolising on people’s good charitable intentions. I understand the business opportunity but this has gone that one step too far. So annoyed. I will now take my clothes to a more worthy charity shop. Deleting the app :(.Version: 21.43.1
✓ No.This is the worst application known to online shoppers. I had to say the word ‘disaster’ does not completely describe this. The whole it team should be fired with no possibility to ever work in the field I swear. I don’t have time to list what’s not working, it would take weeks. But two main concerns are: filters simply don’t work. They either eliminate clothes from the search you would not expect choosing specific features, or does not eliminate the ones you were hoping too. Considering gazillion items on the website it’s just plain awful. And second one is actual paying. They tell you ‘it may take few seconds (I would say minutes) please have patience’. Jesus. I tried to pay three times. Just go see and explore Zara website, honestly. You guys would love an actual working website..Version: 13.2.0
✓ Please fix the app !I never had any complains about the H&M app until now October 2019 . All of a sudden it keeps saying that there having technical difficulties and that happens like every week . Another problem is there is now a limit to how many items u have saved and when things go out of stock it just says some items are out of stock and they don’t even tell u which items are they they just delete it . The worst part is that it’s hasn’t been saving my cart every day i have to find the items all over again and I don’t even know why I bother to take the time to do that . I should probably just take a picture of my cart to make it easier , but I shouldn’t even be doing that !! Apps are suppose to make ur shopping easier and more convenient , but this app is so annoying and making me just want to shop at forever 21 better ..Version: 12.1.1
✓ AccessibilityI like this app as it is very good that you can become a member. The only problem i have is that it isn't accessible. I’m visually impaired/blind and i use voice over, a screan reader,to navigate round. My phone. The problem I’m having is I can’t access the app. I had no problem setting up an account. But when i go to select an item it will not read all the information. I am also unable to find the back button, and selectit. So i have to close and reopen the app. Also i am unable to access the menu on the first page when you open the app, as my screen reader can’t read it. Would the app be made more accessible as I’d like to use it. Thanks.Version: 12.2.1
✓ Terrible, worst ap and shopping experienceThis is the worst ap/shopping website I have ever used. Two years ago it took the money of my gift cards and didn’t process the order, I spent ages on the phone getting it Put back on, they were unapologetic. Tonight as I had another gift card I’ve gone to place an order and after all this time the same thing has happened again! Why even have gift cards if they won’t process!? Now I can’t even log back in and all the items have gone from my basket and it just says to come back later. No H&M I will not be back you are the worst! NEVER AGAIN!!!!! 0*s if I could!!!.Version: 9.7.1
✓ Disney 100th disappointmentOn July 20th I tried purchasing two of the Disney jackets and two over sized sweaters. Both in an extra large and a large. However, the my order wasn’t going through. I tried multiple times and still was running into complications. I checked my bank account and turns out I was charged multiple times. Just a little over $1300 was taken out. Although I did get refunded my money I still wanted to the items and still was lingering in my cart. Still running into problems with the purchase I was told by customer service that it wasn’t just me and that I.T. is working on it. Also told as long as it’s in my cart it’s saved. When finally able to purchase the items I went to check out just to find out that one of the jackets no longer has one of the size. Settling for both large sizes for the jackets I still went with the purchase. It was marked as delivered on Tuesday but only for three of the items which were too large jackets at one extra large sweater. The other large sweater was showing that it was being processed in the warehouse. But I still haven’t received anything. Then Thursday morning I noticed that it was marked that all items were delivered. I called customer service about all of this and was told an investigation was going to be open and looked into. This is a major concern for me seeing the items I purchased is limited and feels like I would not be getting my items that I paid for..Version: 23.25.1
✓ Very bad handling of delivery and all functionalityI changed my home address and erased my old address before ordering items in the app and when I payed the app using the old address that I have previously erased. When called to customer service before they shipped the items, they told me there was nothing they can do and that I will have to wait for they to dispatch the order before I can be able to return the order. Which is a total waist of time, money that they hold from me and a total inefficiency of the system they use. I am disappointed as I can imagine it’s not the first time this happen in the app and they should have find out a better way to deal with this already..Version: 23.25.0
✓ Terrible first experienceFirst time ordering online in Aus. Used the address finder in the App. After waiting weeks for the delivery looked it up & the App said it had been delivered but wasn’t. Had to call c/service who said it was returned to the factory because they didn’t have the full address. The dress is been waiting weeks for is now sold out & only solution offered was a full refund of all products is purchased. Won’t bother with their online service again, not up to standard yet..Version: 20.11.1
✓ Why Limit the Wishlist?For the life of me, I cannot understand why a retailer would limit the number of items a person can have on their wish list, especially a retailer as large as H&M, that have thousands of products. Why? Why?? It does my head in shopping for my two children and myself, when the Wishlist g et a to the max of 50 very quickly. Who cares from your end how big the list is? Isn’t it a better thing for you to enable a bigger list so people would hopefully buy more??? I just don’t get it! Frustrates me no end!.Version: 23.34.1
✓ Clothes for kidsI am a long time customer. I believe H&M has great styles and quality of clothes for a reasonable price - especially for kids. However, I have been a bit disappointed and a bit annoyed to see that when I am browsing boy clothes for my three boys, I see a lot of obvious girl items in the selection. I specifically select the boys category and their size ranges to make shopping easier and faster and a lot of girl clothing items seem to appear with my search. While I can appreciate gender neutral garment items and while I understand the whole gender and equal rights movement - I believe if I select the boys category I wouldn’t have fringes, flowers or bows and very feminine style clothing come up with my search..Version: 10.10.0
✓ TerribleI Support Chinese Cotton forever !.Version: 21.15.0
✓ Inclusion is great but it needs to be organizedIts nice that theres all sizes but if im shopping for petite, i dont need body positivity shoved down my throat. I just want to see my size selection modeled by my size people. As I expect plus size ladies probably would prefer to scroll thru a section where they dont have to make giant assumptions about how that pair of pants would fit their much different frame than a size 4 model. Its literally not that hard to add a search option that separates the two groups. Its added unnecessary time to my shopping experience which if youre doing it online you are likely someone who isnt into the shopping experience. And pisses me off because this is a sociopolitical and ITS A CLOTHING STORE. Get yourselves organized you made it clear you’re covering your bases with everyone, its great really but stop showing me 3x when im a 4..Version: 12.2.1
✓ Plenty of choice but discounts are confusingThe app kept logging me out and my discounts would disappear, then when logging back in it would take you to the website rather than the app, then you’d have to wait for it to refresh to see the discount. App asked to review delivery option, for this to work you had to go back into the delivery details and accept, once back to checkout the price had inexplicably gone up by about 50pence and I had to reinput my card. I think I have a good deal but may have been able to get more if I’d selected different options; it’s hard to tell..Version: 12.1.1
✓ On line ordersI find it super frustrating that shipping is so slow, it’s been 2 weeks and still not arrived. I did however eventually receive a message that one of the items in the order is now unavailable… but the item is still offered for order on line!! Now I have to order a bunch of other stuff to get free shipping so I can reorder the item! I will probably return most of the subsequent order. Such a waste of resources!.Version: 23.37.0
✓ JeenaTakes month to get delivered and expensive.Version: 20.10.1
✓ Needs better accessibility and compatibility with voiceoverSo while I love the store and the clothes they have the app is kind of a mess. It’s all right enough if you have good enough vision but when you are very visually impaired or a limited site and use voiceover on your phone the app is basically useless. As well as even before I became visually impaired and did not require voiceover to work my phone I still have some trouble is using the app because although you can favorite clothes they will eventually just disappear from your favorites and then you have to find them again or sometimes hope they still have them at all. As I recently was wanting to buy some clothes and was just going to use the app due to the virus I thought would be easier but I soon discovered that the app does not work with voiceover as I can only read approximately maybe five or more things and it’s only an estimated guess of what it is I thought maybe I’d get by by just going to my favorites and just clicking on the first few things on my favorites list was completely empty. So while the app is manageable enough so long as you have a good enough vision and don’t use voiceover on your phone I definitely would not recommend it to anyone who is visually impaired or with limited site and requires voiceover on to work their phone please fix this and then maybe the apple be better..Version: 14.4.0
✓ Not very clearThe orders section and billing isn’t very clear. For example you cannot just look at what your overall balance is, you can see what you owe and when but it gets confusing when there are returns and subsequent orders not ready for payment. Returns get credited but it doesn’t recalculate very well as still gives you the full amount. Sometimes I want to pay off a previous order plus a new order in one go but it’s difficult to work out what that amount is. You’d also think it would have an option to click and pay but it doesn’t. You end up having to call up and pay or set up a payment from your internet banking. I end up with a headache to be honest..Version: 10.0.0
✓ Don’t LikeSigned up and had a coupon for 10% off my purchase. The coupon disappeared disappeared from my account. There were other offers but no coupon. Received emails telling me that I had a couple of days left to use the coupon, but no coupon. Lost out on using it. Was going to purchase a coat 🧥 that I wanted & was saving the coupon for that purchase. Didn’t buy the 🧥. Lost out on my purchase due to the app not showing the coupon. Also the cashier had a hard time trying to scan my membership info to get my points. Why not have the ability to use the phone 📱 number instead of trying to scan off the app. Don’t really shop at H&M but this experience has made me skeptical of shopping 🛍 here & will think twice before going back to this store..Version: 12.2.1
✓ Problems with paymentIt just took half an hour to pay because the app wouldn’t connected with my banking app. Very unpleasant experience..Version: 23.44.0
✓ Shocking customer serviceAlthough the website and app are great, the appalling customer service makes it very difficult to buy from you. You obviously use a Chinese call centre as they have no knowledge or responsibility for your company or products. Stating they have reserved goods for me in a store more than an hour’s drive away to be told, once there, that they don’t have the items! I have placed one order on-line, had awful problems with the fact that your site or customer services couldn’t comprehend that we have a house name only and no number. Eventually received the goods by contacting Hermes and found the wrong colour in the parcel!!!!.Version: 20.12.1
✓ Awful website and awful appI’m a big fan of H&M, but I’ve been trying to order some clothes in the sale all night. It’s taken over 4 hours. This review - I actually cant see whwhats being Wittenberg, this is a joke but I am determined to post. Signing into the app for my membership benefits took a stupid amount of time, with the app just not accepting text/numbers for pssword details etc. Then when I finally logged in, the clothes would disperse when I scrolled through the options. Then trying to pay?! Forget it it asks for your ohone number which it says is optional, then cancels your order because it’s not entered. Except I have, in every box where it asks for it. The app needs serious work, or their entire online presence which seems mental.Version: 12.1.1
✓ DeliveryDon't shop from hm in covid times. I have ordered 15 days ago and its still in progress not even shipped. I contact with costumer services several times and they are not doing anything. now i am trying to return it but i cant do it because it still didn't arrived..Version: 20.10.1
✓ App Not Even WorkingI downloaded the app to get the 15% discount offer yesterday and was unable to get on it from ios or google play. Still haven’t been able to complete my order..Version: 21.28.1
✓ I can’t access my favouritesIt’s been about a week and I can access my favourites in the app, please fix!.Version: 21.15.1
✓ Annoying listingsThe layout of this app is annoying the way products are listed. For example they’ll have just one listing for a graphic t shirt but when you scroll through the photos it’s actually loads of different designs. Then some things every colourway of the exact same item has a separate listing which is annoying too. Just hard to navigate and tell which products are actually the same. 3* because I love the review section which shows size recommendations..Version: 21.21.1
✓ Horrible Customer ServiceI have never written a review before on anything but I had to after my recent purchase. Layout-wise the app itself works great and I have no problems with. It is when you try and complete a purchase that problems arise. When I ordered my clothing, I realized it had my old address on file. I immediately tried to reconcile this through customer service but the agent said that I had missed my “15-30 minute window of grace period” to do this. It had in fact been less than 30 minutes and I feel that the agent deliberately responded late so that he could prolong our chat thus ensuring that I miss that “window.” It was absolutely ridiculous and I had proof via email confirmation that I still had time to get this fixed but the agent kept insisting that the button was no longer available to him. His suggestion was to return it upon arrival. Not sure how thats supposed to work when it’s getting sent to my old address. So frustrating and it was an easy fix for a multi-billion dollar company who surely has the resources to do something as simple as alter the shipping address 20 minutes after the purchase was made. Will never order through this company again..Version: 14.5.1
✓ Same error for over 6 days, unable to shop!This app was fantastic until it wasn’t. In the process of checking out the app crashed. Now it says “ An important service is temporarily unavailable and the app cannot function without it. Please try again later or change country". When I go to their website it says.. "It's not you it's us. For some technical reason the page cannot be viewed. Please contact customer service." I have called, waited 10 mins, then hung up on. Chatted with “Daisy” on their chat option, when that crashes. Their Instagram support got back to me right away. But had no solution and told me to wait 5 days while they would email me updates. I have heard nothing. Fix this bug pleaseeeeee..Version: 14.3.0
✓ Great store, horrible appI’ve never had so many issues from an app than this one. I’ve tried countless times trying to update my address only for it to not register what I’m putting in. I’ve deleted the app multiple times in order to see if that would solve the issue but nope. Still buggy. I couldn’t even up the website through safari without it returning to this app and from there it just kept bugging out. Really wish they work on the buttons not registering actions from the user. It also from time to time won’t add items to my cart or allow me to check out. Very frustrating especially when I’ve been waiting for select clothing to get back in stock and then I can’t add said clothing..Version: 14.0.0
✓ Worst app experienceI rarely bother to write a complaint, however this time I felt that I really should. I am extremely dissappointed with the consumer journey that you offer online. First of all, my day has started with a notification (in dutch) that all my membership bonus points were erased. Interestingly, that no one even bothered to notify me about that in advance. If I knew that, I would have exchanged it for a voucher. Secondly, I have ordered a vase couple of days ago, when it was still available and I was extremely happy about it. I recieved an order confirmation and delievery info. However, today it turned out that it’s not gonna get delivered and I’m going to get refunded for it. Why you can’t reserve the stock when a person adds an item to a basket? I really wanted that piece, I dont need a refund! Third thing which is not working on your website is search in store feature, it hasn’t been working for I don’t know like two weeks already. And finally another disappointing thing is that in the Netherlands there are so many expats that do not speak Dutch at all. And H&M doesnt offer any choice to use the app in English which is very frustrating. It’s always a very bad experience on your app when shopping. It seems that the company is living in the stone age and doesn’t bother to innovate or at least keep up with the UX trends..Version: 13.2.1
✓ App is no longer workingUnable to use this app as it’s been showing errors and no longer loading.Version: 23.44.0
✓ Waste of timeAt first this seemed like a great option as I regularly purchase from here however in store I can never connect to get the points scanned, and on the app my points remained permanently in minus figures even though I continue to purchase recently someone corrected this however when it updates it wiped all and starts again so I’m back into minus even after waiting for ages to get someone to sort this, also not getting an update of a purchase not even coming to after ordering is pretty poor they really need to sort out this app as anyone downloading it now will be disappointed don’t waste your time!.Version: 10.0.0
✓ Shopping with H&MI have always been a loyal customer too this brand over many years including clothing my babies... then children and now young adults. This is my first experience purchasing online, which has been unsuccessful- what I mean by that is, the first time I tried too buy this item (which I love) after four days I was told my delivery had been cancelled. When tracking this I was told the size I wanted was no longer in stock. (🙁) it wasn’t when I selected it! We live in crazy times at the moment, this is just a small gift for a friend’s birthday. So I’m trying too order this item for the 2nd time as it says “few in stock” so I hope I receive it. Really hope the transaction is completed and the money doesn’t leave my account until I receive the item.. all a bit confusing..Version: 13.2.1
✓ Will never buy HM clothes and stuffsPut a different address by mistake. Tried to contact the customer service center and they contacted me in a day (thank you for this part). They said they couldn’t change order with anything once it’s already made and paid. So even if I tried to make corrections within 5 mins (I sent emails and messages right after the mistake), they couldn’t even contact the warehouse. Okay, whatever I understood. Because they said if I updated the USPS address, it will be delivered to my current address. Well, huh? it’s been 5 weeks. I didn’t receive it. The shipping status indicates it’s stored in my previous city. (Huh?) And that update was a week ago. I don’t think I will ever receive my clothes. I am going to contact the customer service and hear what and how they will respond. Hopefully they don’t need to make a point where they have to make full refund..Version: 20.11.2
✓ Change the shopping cartI love h&m, I love the quality and prices, I also love to compulsively online shop!!! What I don’t love is that you can only add 50 items to your cart. I have a system where I like to add everything I love (which is a lot at h&m) and then go through my cart to windle down what I have to have that moment. Having to do that pre-maturely and getting rid of things I love just to add something more takes the fun out of it and is actually really frustrating. I know this might seem petty in the grand scheme of world problems BUT come holiday times I don’t even want to bother with a site that can’t contain my shopping list (even if it is overblown) and that I’m constantly having to reduce/recheck or reorder. Pls at least allow 100 items or the option to save for later, like almost every other online retailer I know. I get the strategy but it doesn’t help compulsive shoppers like myself who also have adhd brain. It just makes me want to avoid your site altogether when I’m constantly deleting and re-adding, then deleting again just to make my list how I want it!!!!!!.Version: 22.44.1
✓ Need Apple Wallet supportA little disappointing that there is a loyalty card that cannot be added to Apple Wallet. No one wants to launch an app to use a loyalty card when pretty much every other retailer allows you to add it to Apple Wallet for convenience..Version: 21.43.1
✓ Doesn’t seem to improveThis is one of the worse high street shops/well known shop apps. There are so many things so I can’t name them all. The filtering is dubious, who thought that customers only want to filter by designers and colour!? How about size, price etc. The second thing that’s riled me up is how H&M uses or rather doesn’t use the app to communicate with you yet that’s how I make my purchase. How about the app tells me when I need to pay my bill? No, an email into a junk folder followed by missed payment penalty makes much more sense. Here’s another, refund is acknowledged but the amount owed doesn’t change so if you buy on account you don’t know how much you owe. I’ll leave it here but please fix ASAP. Plenty of others have managed decent apps..Version: 9.6.0
✓ Customer service frustrationHello! I ordered 6 hoodies and 2 were missing and one was the wrong size. So basically half of my order is missing or wrong and hoodies are expensive🥵. The sizes on my order confirmation on the app is different than the one in my email and is different that the one that came with the package. I had to call customer service 3 times because they kept hanging up. The item in the wrong size is now sold out😖. I had a discount on my original order and asked that they do a price adjustment on my reorder to cover that discount. They tried to make it seem like an inconvenience discount. That isn’t an inconvenience discount!!! That is just the price I originally paid for!!!! I got my package at 9 am and have been dealing with this for nearly 2 hours. Extremely inconvenient and they couldn’t guarantee I would get a discount or anything because of the time wasted. I am frustrated but at least the hoodies I got in the correct size look nice... Sheesh, this order was a disaster..Version: 14.3.0
✓ DeletedThe only good thing about the app is u get 10% discount. Other than that all it does is glitch every time I try to purchase or add info in the setting..Version: 23.16.0
✓ Favourites no longer showing upMy “Favourites” section in the H&M IOS app now no longer showing up. When I try to load the favourites I get an drop down message that says “An error has occurred, please try again later”. Logged out then in. Cleared cache and even uninstalled the app multiple times, but it did not fix the issue. I can see my favs when I log into the website directly, but not via the app..Version: 21.15.1
✓ Worst new app!!!They recently launched a this new and “improved” app and its trash. It’s almost kind of funny that such a giant corporation has such a bad app. And hasn't done anything to fix it. Browsing and filtering is very limited. It randomly won’t load a page or just crashes. My last order shipped to an address that wasn’t listed as my primary. An address I shipped a gift to once last year. My friend had to reship package to me it only had 3/6 items. When I called hm and they said when packing my order there were some items out of stock so they just adjust the order with no notification. How is that even possible?? I’m guessing it’s bigger than this app. Seems like they have someone new and very unqualified making these changes. Too bad because I used to love shopping form app..Version: 9.7.1
✓ Issues with receipts?I buy almost everything online, but on occasion I go into store and bring some items to return with me it’s a bit tricky if i didn’t securely keep the paper with me it’s shipped with. I’ve noticed the feature to view receipts from online purchases has been down for some weeks now. This made returns very quick and easy, and when I called h&m customer service to ask why it’s down the woman simply said it was working some of the time and it was supposedly working a few hours ago. Please fix this issue. I also use it to quickly view the items I’ve purchased, because the shipping is taking much longer at the moment and I try to check the date of which items I ordered..Version: 20.11.1
✓ Bug!!I have had the app open for 5 mins now it’s totally crashed and I can’t access the website via safari because it keep trying o open the app that doesn’t open. Now I won’t be able to redeem my offer.Version: 20.10.1
✓ Awful ServiceOrdered an item to collect at a store. H&M messed up where the item is to be delivered. Despite the item being at the warehouse, they can’t cancel the item but have to wait for it to arrive at a store, for the item to sit in the store for 7 days, for it to then be returned at the same warehouse. Then it has to be processed as a refund which takes a week apparently for the refund to be in my bank account in the next 14 days. MAKE SOME SENSE!!!!! A child can make more sense than the system. Why did it have to travel to places for it to return to the warehouse in order for the refund. SO STUPID and inconvenient and just so stupid! If you mess up an order, FIX IT!.Version: 20.10.0
✓ Still can’t see past purchases!I’ve been using the app for a while now and I think it’s great for browsing and placing orders but for the last 6 months I haven’t been able to see past orders. Which means that now, when I think I’ve been refunded only part of what I’m owed, I can’t check what the refund amount should be by looking at what I ordered (and sent back). Whenever I click on all purchases and try to look at my online orders I get an error message saying ‘we can’t display your receipts right now. Please check back later’. Please sort this out, it’s so simple but incredibly frustrating..Version: 20.11.2
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