Trust Score 69/100 · 7 sources · 1,440,312 reviews · updated 16 Oct 2026
H&M reviews
In short
Is H&M legit?
Customer ratings for H&M split sharply by source. Trustpilot averages 1.4 out of 5 across 19,769 reviews, with 72% giving one star, and BBB shows a D- grade with 255 complaints in 3 years. The shopping apps score 4.77 on the App Store (380,381 ratings) and 4.82 on Google Play (1,038,173 ratings), but those ratings cover the app, not delivery or returns.
Trust Score 69/100 from 1,440,312 public reviews across 7 sources, updated 16 Oct 2026. How we score
- Rating sources
- 7
- Ratings counted
- 1,440,312
As of 16 Oct 2026 · How we score
AI summary
Customer ratings for H&M split sharply by source. Trustpilot averages 1.4 out of 5 across 19,769 reviews, with 72% giving one star, and BBB shows a D- grade with 255 complaints in 3 years. The shopping apps score 4.77 on the App Store (380,381 ratings) and 4.82 on Google Play (1,038,173 ratings), but those ratings cover the app, not delivery or returns.
- The apps are rated very highly. Google Play shows 4.82 from over 1 million ratings, with about 90% giving five stars. App Store shows 4.77. App ratings say little about delivery or returns. Google Play
- Customers report decent quality for the price on everyday items such as hoodies, jeans and dresses. Several add that it is not a top-end brand. Sitejabber
- Some customers report easy returns and exchanges, including by post, in any store, and through the app. Trustpilot
- Store staff are praised by name-free thank-you reviews for helping with fitting, gift cards and finding items. Trustpilot
- Some customers report orders arriving on time, for example in 4 days in October 2026 and in 2 days in an older review. Trustpilot
- Late, lost or incomplete deliveries are the most common complaint. Customers report tracking stuck for days, parcels marked delivered but not received, and orders arriving with most items missing. Trustpilot
- Customers report refunds refused for missing items or faulty goods, and slow or no replies from customer service. Some say calls went unanswered, chats ended without a fix, or they had to start a bank dispute. Reviews.io
- Return costs and rules cause frustration. Customers report two return fees, return shipping charges on top of a fee, vouchers lost on returns, and no refund of a price drop after ordering. Trustpilot
- BBB complainants say red tag or sale items were final sale without clear signs or a warning at the till. Others say store staff refused size exchanges. BBB
- The apps have reliability and usability complaints. Google Play users report crashes, blank screens, checkout errors, and pick up in store not working. Google Play
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.4 / 5 | 19,769 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 380,381 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 1,038,173 | 16 Oct 2026 |
| 4.1 / 5 | 725 | 16 Oct 2026 | |
| Sitejabber | 2.1 / 5 | 798 | 16 Oct 2026 |
| Reviews.io | 3.0 / 5 | 430 | 16 Oct 2026 |
| BBB | 1.0 / 5 | 36 | 16 Oct 2026 |
Delivery, returns
and support
How is H&M delivery?
Delivery is the weakest area in the online reviews. Customers report orders taking 11 days or more, parcels lost with the courier, tracking that does not update, and orders marked delivered but never received. Couriers named include InPost, Evri, An Post and PostNord. A Swedish customer says a Monday order arrived on Saturday, within the stated 3 to 5 working days but slow. Others report on-time delivery in 2 to 4 days. Some app users also say a free shipping offer was not applied.
How do H&M returns work?
Experiences are mixed. Some customers report simple returns by post or in any store, and a quick exchange at a different store. Others report fees, such as 1.50 euro shipping plus 3 euro for the return, or two fees for items from two orders in one parcel. BBB and Sitejabber complaints focus on final sale items, red tags and exchange refusals that customers say were not clearly signposted. Customers say a price drop after ordering is not refunded online.
How is H&M customer support?
Support gets poor marks in the lower rated sources. Customers report no answer to emails or calls, long waits, conflicting delivery dates, and refunds refused after several contacts. Some customers do report helpful, patient agents resolving missing items or delivery problems, but these are mostly older reviews. In store staff receive both praise and complaints of rudeness. BBB has 255 complaints in 3 years.
How is H&M quality?
Customers describe quality as fair for the price. Positive reviews cite good fabric, comfortable fit and lasting basics. Negative ones cite inconsistent sizing, items running large, jeans fabric falling apart after 6 weeks, and a jacket that transferred colour onto other clothes. Reviews on Sitejabber and Reviews.io are mostly older, and the sample is small.
What customers say
about H&M
hice un pedido el día 03/10/2026 y aún no me ha llegado, no paro de ponerme en contacto con ellos y no contestan
Retouren können sowohl auf dem Postweg als auch in der Filiale bearbeitet werden und es gab da bei mir noch nie Probleme
Everything always fit, fabric is amazing, great app
placed and order for 5 items, only 4 arrived, H&M refused to refund as the parcel wasn't damaged
The quality of the clothes will not disappoint you, but anyway this is not the top segment.
If there is no signage by the items, no **** on the tag, no notification from the cashier, and nothing on a receipt indicating that H&M will not accept an item
Questions about
H&M
Is H&M legit?
Customers describe real orders and real stores, and many report receiving purchases without trouble. Complaints are about service, not fake listings. Trustpilot averages 1.4 from 19,769 reviews and BBB gives a D-, while the apps score about 4.8. Customers who had problems advise using a payment method with buyer protection.
How long does H&M delivery take?
Customers report stated times of 2 to 4 working days for some items and 3 to 5 working days in Sweden. Some orders arrive in about 4 days. Others take 11 days or more, or never arrive. Tracking problems are common in recent Trustpilot reviews.
Can I return H&M clothes?
Yes, many customers return by post or in store without problems. Others report return fees, such as 1.50 euro plus 3 euro, and refused returns on red tag or final sale items. Check the tag and receipt before buying sale items.
Does H&M reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot, Sitejabber and Reviews.io, and 7.1% on Google Play. BBB is the exception at 58.1%, with apologetic replies saying a case has been opened.
Is H&M worth the price?
Customers who are happy say quality matches the price, especially for basics, and many describe it as good value. Some say it is not top end, and a few report sizing problems or items wearing out quickly. Value is mainly undermined by delivery and refund problems.
Ask the agent
about H&M
Try one of these:
Sources
- 52,156
- 4951
- 3912
- 21,446
- 114,304
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5937,032
- 461,172
- 313,563
- 28,590
- 117,678
Brand replied to 7% of reviews
As of 16 Oct 2026
- 5312
- 4242
- 3110
- 227
- 134
Brand replied to 0% of reviews
Google Maps listing: H&M HOME
Rating data from Google · As of 16 Oct 2026
- 5118
- 480
- 341
- 257
- 1448
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5166
- 451
- 316
- 220
- 1177
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 58% of reviews
BBB grade D-, 255 complaints in 3 years
As of 16 Oct 2026
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