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Original poster

I want to warn you about using H&M Online

57 replies

Gloribe · 15/11/2011 10:57

Myself and several other people I know have had very bad experiences with the new H&M online shop. Deliveries are late (two weeks plus) and they send you text messages to tell you it will be delivered 'within 48 hours'. In my case and another friend's case, this didn't happen- it was over a week after the text message before the delivery arrived. However if you're not there to accept the order, you must pay £9 for re-delivery. Customer service responded to my complaint by sending me a link to their latest collection and telling me they made several attempts to deliver the order. (Not true). If you need anything in a hurry, or are ordering presents etc, I would advise you to look elsewhere or go to an actual shop. The stress and hassle is not worth it.

OP posts:
saintlyjimjams · 16/11/2011 13:27

£9 for re-delivery? That's dreadful

Thanks for the warning.

bumpybecky · 16/11/2011 13:31

I've had two deliveries, one of which was returned (nothing fitted). Both were really straight forward and I had no problems. I agree with the post above - I think it depends on the local courier. The one I have delivers for HDN and is brilliant.

Original poster
Gloribe · 16/11/2011 14:15

Their couriers have nothing to do with their customer services department, which are shit. And if I'm paying for a service, I expect it to be acceptable. HM can't pass the buck.

OP posts:
Trills · 16/11/2011 14:17

Warehouse delivery is very good - you have a designated day and they text/email you on that day to tell you an hour's time window when they will deliver. If you want to put it off you can just text back 1 for the next day, 2 for the day after, or 3 for the day after that.

member · 16/11/2011 14:21

This has been timely as I was considering doing an online order rather than driving to my nearest H & M approx 25 miles away! Thanks!

sparkout · 16/11/2011 19:44

My experience all positive, courier picked up returns so no charge here

mycatsaysach · 16/11/2011 19:49

my courier is great but i paid by debit card last time - got the goods no problem

however, a few weeks later got a demand for the cash plus INTEREST as for some reason my card payment hadn't gone through.not explained to me why.i offered to pay again (less interest) only to be told they don't accept payment by debit card........what??

i am still getting reminders from them - i know i should sort it out but i don't have a credit card or a cheque book so am not sure how i am supposed to settle this account.

very bad customer service meanwhile not a week goes by without me getting a new brochure from them.

SleepAllDay · 16/11/2011 19:51

I've recently ordered from H&M online as a first time customer. Delivery took about 5 days and it stated that as I was a first time customer a signature would be required. The parcel was thrown over the gate with a card left in the letterbox by the same courier that delivers my Next parcels. Usually my Next parcels are left in the porch but the door was locked on this occasion.

blondieminx · 17/11/2011 00:13

It's so diappointing isn't it -they have some nice stuff, reasonably priced... if other retailers e.g. Boots, NEXT etc can have good online ordering why are H&M making such a pig's ear of it all?!

Agree website needs improving - tried to order from them in September and it kept asking for my social security number before checking out, like some sort of phishing nonsense. Needless to say I took my eighty odd quid elsewhere...

Dawndonna · 17/11/2011 11:26

They're crap. I ordered stuff, got part order, delivery and availability kept changing. Took around six weeks in the end. Won't use the online service again.

youtalkintome · 17/11/2011 11:49

I ordered stuff back in sept it never arrived i rang they said it had been dispatched then got an email asking them to contact them when i phoned i spoke to the rudest man alive he told me the problem was that i had put down for order to be delivered to my work address and they didn't deliver to business addresses, i had already had 2 deliveries from the same address. I gave him my home address 2 days later i got an email saying asking them to contact me again so i did this time they said they wouldn't deliver the stuff as they had another customer listed at my address Hmm yeah that's my DH he has also bought stuff from you, ok fair enough they were sending it.

A week later i got an email saying that they were suspicious of my address being used for 2 different customers and wouldn't send the delivery. I just thought WTF in the meantime i had been in store and seen that alot of what i ordered was really shit quality and so was rather pleased that it never arrived.

squashedfly · 17/11/2011 18:01

My daughter ordered some stuff from there months ago - dreadful service, took ages to arrive, they set up an account for her which she didn't want (and frankly pretty irresponsible for an 18 yr old student) and then keep requesting payment despite the fact she had paid already. She had to call them and get them to stop sending her payment requests, which they said they would do, but then kept sending them anyway. Plus interest!. Plus late payment fees! So she has had to phone them again - god only knows if they will actually close her account(as requested) or not. It is a really shoddy online service. Avoid imo!!

Nottahappybunny11 · 26/12/2011 13:28

also having a bad experience with hm online delivery as they dont give you many options. they wouldnt cancel as they said it had shipped 2 weeks ago so im going to refuse delivery so i dont get charged delivery fee again and they really shouldnt take the amount til it has been signed :(

lurkinginthebackground · 26/12/2011 17:44

I looked on line (way back in May) saw a dress which was reduced. As I needed it urgently for an event I went into the shop and bought it there for speed. When I got to the checkout though I was charged full price. I mentioned the price that it was on-line only to be told that that was only for on-line orders and they refused to discount it in the shop!
I still bought it as by this time really needed something to wear and couldn't rely on the delivery times, plus dcs and dh were with me and getting fidgety.
Glad I didn't go on-line after reading this but still think they should have honoured the price.

user1466178594 · 17/06/2016 17:09

I've just been stung by H&M for late payment because I thought I was paying directly by credit card and it turned out I'd signed up for an invoice payment. This wasn't obvious to me at the time and is particularly annoying because I was only placing a new order after having returned something because it was too small (there is no option for exchange).

Customer services were not particularly helpful and 'generously' let me off for one late payment (I didn't think I'd signed up for an invoice so wasn't checking for these reminders on my junk email).

Just watch out this seems to be a deliberate ploy to get you signed up for a credit account/catch you out.

I won't be using their website again - who knows what I will be signing up for!

I also have some other niggles with H&M:

  • Closure of physical maternity wear sections means online ordering necessary but sizes seem to be smaller than labelled.
  • Design on maternity shorts and trousers is poor with waistbands that cut into you.
forevergrateful · 07/07/2017 07:59

OMG, 6 years later they are still the same. I always look on mumsnet before I commit to a shop. But being the brand it is and actually being a fan of their designs, I made the mistake of placing 4 online orders with them in the past one year without looking here. Serves me right. The outcome? 3 misplaced or lost orders. And each time I called CS they managed to blame it on the courier company and once they said it was my address. The refused to accept that there was a problem with their IT systems or their online company. The CS people were so rude too. Twice I was offered 20% discount vouchers and free deliveries in compensation but that is a joke because you cannot actually use them, can you? No one will read this post perhaps, but I feel so much better now. The stress of shopping with h&m online does leave you needing therapy.

Ellapaella · 07/07/2017 18:13

Topshop online deliveries are also crap. Really crap, always late (well over two weeks) and the customer services never reply to emails or answer the phone

DejaVuDieter · 07/07/2017 18:16

I've found that they are much quicker than they used to be. It used to take forever. I've been ordering loads from them recently but not had any problems.

MaQueen · 07/07/2017 19:41

I'm not happy with H&M.

Last weekend DD2 tried to buy a pair of £12.99 shoes in store. In the queue she checked her balance and she had more than enough money. But, her card was declined at the counter???

On Monday her account showed a debit of £12.99, but didn't show any actual transaction? But it can only have been the shoes from H&M (she didn't try and use her card at any other time over the weekend.

Not sure what to do Confused

KeyChange · 07/07/2017 23:18

My delivery tooks ages. I emailed them to say I resented paying postage for such rubbish service and they refunded my postage.

It's put me off using them online. Luckily I've got a good branch nearby.

SashaSashays · 08/07/2017 00:12

I used to think they were terrible but have been using them a lot in the past year and had no problems. Order arrive quickly and correctly and refunds are processed with the same efficiency.

I really enjoy shopping online with them now, and haven't been signed up for paying via invoice, although it is one of the payment option visibly available at checkout.

Huckleshmuckle · 08/07/2017 00:12

I was just thinking during the week how much they've upped their online game. Up until recently I think online orders used to be shipped from Sweden, took forever.

FeiYenKansu · 08/07/2017 11:21

I've been ordering from h&m for years for my daughter and occasionally me and have had no problems whatsoever.

In fact I have found their customer service fantastic.

On one occasion I moved house and forgot to update my address on my H&M account and a large order went to my old address.

As we always receive our orders promptly it was unusual when this one didn't turn up. After checking my account for despatch details I spotted my mistake. I went round to my old house and sadly there was a vile woman living there who flatly denied receiving my parcel. Her little boy tried to tell me she had it but she swiftly shut him up. I went round to next door and my lovely old neighbour was adamant that she had seen her get my parcel.

I phoned up H&M and told them what had happened and asked if they could get me the courier signature so I could go to the police.

H&M were wonderful. They immediately updated my address and resent me the order free of any charge. Then they dealt with the parcel going to my old address themselves. Whether they pursued it or wrote it off I don't know.

I have absolutely no problems with H&M and make frequent orders which arrive quickly.

I8toys · 08/07/2017 14:28

I order a lot from H&M. Their website has improved so much from a few years ago. It definitely depends on your courier - they use Hermes here and I know Nev, the Hermes guy very well. I order and 2 days later it arrives. He also collects what I want to return. I would complain and ask them to use another courier.

Puppymouse · 08/07/2017 14:57

I have always had good service when calling them but delivery has been slow until I tried again last week. Ordered Friday and it arrived Monday or Tuesday I think. Was really surprised. I sent some items back and they were processed really quickly.

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