Saturday, 21 April 2012

Never again, h&m!!!!


I'm so angry right now!!!

loved h&m and after slimming down a bit thought, you know what.. i'll treat myself to some new 'sportswear', you know, gym trousers, tops and a sports bra - much needed at the moment!

Anyway, I placed my order with h&m on the 11th April to be sent to my work address (as that's where I spend most of my time) and this was before their massive sale so everything was in stock and due to be delivered between the 16-20th April. Okay, so it wasn't going to be the quickest delivery ever but I thought, if it's here before my gym programme review (which was this morning), then all would be good, especially as I'm paying £3.90 for it.


Friday I was sitting at work and everytime the buzzer went I'd like 'Ohhh, is that my parcel?'. Still didn't get it.

I emailed h&m customer services last night complaining that my order had not arrived and that no one had been in contact to advise what the situation was. Since then, I've been refreshing my hotmail like crazy, expecting something from them to tell me it's on it's way, when I received this:

Dear Amy,

Thank you for your e-mail regarding your recent order.

We are delighted that you have shopped with H&M Online for your shopping needs.

We have looked into your account and order and it has been highlighted to us that we have sent out a letter to your address asking you to call us as we need to can ask a few questions regarding the information that you have provided us with. For security reasons we are unable to fulfil your order until you have contacted via the phone number below.

Do not forget to sign up for our free newsletter and Facebook page to receive exclusive Online discounts and the latest fashion news.

We look forward to hearing from you and we hope you have a lovely weekend.

Kind regards,
H&M Customer Services

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Telephone: 0844 736 9000
Calls cost £0.04 per minute from a landline, mobile prices may vary
Monday - Friday: 8am - 9pm, Saturday - Sunday: 9am - 5pm
Closed on bank holidays.


Firstly, why didn't they send me an email telling me about this, even if they did send a letter?
Secondly, after being told my order has not been fulfilled, do you really think i'm going to like you on facebook and sign up to your newsletter (I am going to like them on facebook so they can see this)? Also, I will HAPPILY complete your feedback form.
Finally, do you really expect me to pay MORE money to find out where the hell my order is!?

I decided I needed to find out, so called up and spoke to a nice guy (I did get really mad at him and I know it wasn't his fault even though towards the end he was seriously trying to push all the wrong buttons) who explained that they realised it was a business address, so put my order on stop! After getting really mad at this guy, I ended up cancelling my order and telling him to remove from every marketing/mailing list they have. If they cannot deliver to business addresses, why do they continue to send marketing to my work address, eh?

So now I'm really angry with h&m and haven't got my stuff but on the plus side i'm £58 up and what with moving next week, every little helps!

Gah. It's just so annoying that they 'don't deliver to business addresses' when i've received an order there before and they don't clearly tell you on their website! How am I supposed to get shopping delivered when I work full time!?

Sorry to ramble and be so angry, but just wondered whether anyone else had experienced this with h&m?

Time for smiles now :]



  1. I ordered something and they informed me it had to be a residential address, I had people wait in for my package when they told me it was on it's way and it never arrived. After being on the phone to them 4 times for at least half an hour a time being told a load of crap, I told them to cancel my order, then they had the cheek to beg me to wait in one night, I said no and will never order from them again! x

    1. Good on you! I never saw that it had to be a residential address. Like I said to the guy on the phone, what are people who work supposed to do? I don't have anyone who can wait in for me so it sucks! Don't think i'll be ordering from them again though, their customer service is terrible!! x

  2. I don't think H&M's customer service is very good to be honest. I have never actually ordered anything online with them, but wont be now. But even in-store, there is always huge queues, despite staff being around stocking shelves, and I'm regularly ignored at the checkout while the staff speak among themselves... which I find incredibly rude!


    1. I just don't understand why shops have to be like that. Sure they never used to!! It's a shame as they do have nice stuff, but you know.. i'd rather take my money else where x