H&M - we love fashion 4+

Although a problem with my order being sent to a defaulted address even though I entered the address manually that I wanted it delivered to, the customer service once I’d noticed the error was exceptional!

I spoke to 3 H&M colleagues over 3 days. Each time I called, I didn’t have to wait long to speak to someone and every time I did, the person on the other end of the phone was only too happy to help. I had to cancel the order as the delivery company was unable to divert my package but the refund was back in my account the same day. The issue with the defaulted address feature on the app was recognised as just that, I was informed that this would be raised with the relevant party and was given a 20% discount voucher for the inconvenience.

Absolutely faultless customer service!

There’s always something wrong with the app and the search bar is not effective. The store has a vast amount of clothes so when the search engine doesn’t work, you can never really seem to find anything. You see something in store and look for it on the app but it doesn’t come up. Even tried putting the whole barcode number, says no results. Tried searching ‘work out’, ‘exercise’ nothing comes up fully knowing that I saw work out clothes yesterday in one of their stores. The need to classify their items better and make them more searchable (googlable).

I 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.