H & M returns - they've lost me!

[KikitheKitKat]

After buying some H&M stuff on-line I went into their store to return one item. So you don't get your money back, just a gift voucher! Is this normal? I wont be buying from their on-line store again!

This happened to me too.....I had apparently opened a credit account with them online (did not fill out any form or anything, just ordered two more pairs of trousers for ds2 for school as they didn't have any more in his size in the shop), and also a top that I'd seen on a mannequin, but wasn't actually on any of the racks .
Anyway, top was not that becoming, so I went into store to return it, got a gift voucher and then had to wait to get statement to pay for top...

Oh dear. I'm still waiting for a delivery to appear. It took a week for it to be despatched and is apparently coming in two parts as some is now out of stock but with a due date of a weeks time. It's been despatched for 4 working days now.

Such a shame as gap zara and lands end all ordered after h&m have all appeared within 2 working days and even got subsequent deliveries for exchanged items and further purchases but I don't want to risk ordering from h&m again until first order arrives.

It's free to have your returns picked up by a courier and then you get a refund.

Credit or debit (and don't get me started on Next from that perspective [hmmm]) I don't see how they can legally refuse a proper refund if you "reject" goods bought online within 7 days under Distance Selling legislation.

Appreciate many people take longer than 7 days to get to a shop to return goods. Also think there may be a requirement to cancel in that they could be arse about "after the event"

Thanks for the heads up. Another person who will avoid them in future.

H & M online is absolutely rubbish. Takes forever for anything to be delivered and when it is, half of it is missing.

I don't get why adults shop at H&M ours is random sized, very poor quality crumpled rubbish.

I've had ok kids stuff, but I've never got anywhere with them.

Really Better? Don't think I'll be risking it though.

H&M online are awful! Delivery is about £4 and takes aages to arrive. I couldn't be arsed waiting to see how long a refund would take so just took it into store and exchanged it for something else. Wouldn't use again

I've had no problem returning via courier and always got a prompt refund. I know their delivery takes ages but I like the clothes and the prices but hate their overstuffed stores so order online.

yep - normal procedure for them I'm afraid. I order most stuff online and a lot from H&M. I read that was their policy before ordering for the first time and though it's a bit of a pain I always just send stuff back via post office or courier.
They do seem quite behind in their online shopping compared to other retailers eg. long dispatch, no collect in store, no free delivery option unless they send you a code once in a blue moon but doesn't bother me too much really as long as I know these things before I order.

You just Post it back free and they refund your account . They only give you vouchers if returned to store .

Why does their delivery take so long? My order took nearly a month!

I wouldn't use their online service again. The goods took ages to arrive and then my refund took at least a month.

If they can refund online purchases, why can't they do the same for store purchases?

I use their online service and it does take forever to get stuff delivered. Mainly I use it because our nearest shop is 25 miles away and doesn't have everything.

However, I returned an item (via the PO) on 9th May and I still haven't had an e-mail to confirm they've received it!

I don't understand either why they wouldn't refund an item returned to store, I'm sure other shops refund online purchases if you return them to store.

I used to work for H&M a few years back. You have to send items back by free courier to get a refund. Otherwise exchange or gift card if you take it into store if my memory serves me correctly. The store and online are separate entities although I never really understood that part fully!

I have experienced other companies that have similar policies to be fair.

What other companies? Like I say I've ordered from Zara, gap, landsend and forever 21 in the last couple of weeks
Plus Boden and joules and none of these issues all delivered well within a week and returns no problem.

Dotty Ps just refund in the shop onto your card. I avoid the weird stuff that needs sending back. We no longer have a village post office. The shop on the retail park is very easy.