H&M Reviews Summary

Customer Service

Pros:

• "The staff were also friendly and approachable."
• "Very large shop with helpful staff. The product are well displayed in right places. The staff are professional and picking up and tidying up after the customers."
• "Very helpful customer services… I went to the store for a refund which is 9 months ago, but I have to explain briefly my situation… And the manager gave me the refund… “Trust is a valuable asset for both side”… Truly appraisable…"
• "Staff on tills are friendly and really helpful with a query I had."
• "Despite how busy Westfield was the H&M staff were by far the friendliest and most organized and helpful out of any other store visited! Very impressed."
• "The staff are helpful and try to find the clothes for you if you have any difficulty."
• "Fantastic staff who went over and beyond their line of duty to help me."

Cons:

• "Horrible and unhelpful staff in the fitting room area at H&M Westfield Stratford."
• "Terrible customer service. We struggled to self check and there was no one to assist us."
• "Store it is impeccable, although I won't give full stars as I think full experience isn't just about presentation of the store which was great, although girls at the cashier were chatting in between then and not paying attention to the customers, lady no did eye contact, did not asked me for my customer account for point collection, I was basically doing the job for her."
• "One of their employees literally shoved me out of the way when I was looking for something and was very rude, you guys really need to sort your staff out."
• "Customer service is appalling. I had questions about where the shoes were so I went up to a lady who I’m assuming was the manager (brunette, white) and she wagged her finger no at me and walked straight past me."
• "Very Unprofessional staff. Manager kitty was such a rude person."
• "Staff were so incredibly rude as if the atmosphere in and H&M isn’t already awful enough."

Store Layout & Presentation

Pros:

• "New store is a lot better, but the person who came up with the idea of those annoying curtains in the changing rooms is quite silly."
• "They recently moved and acquired a bigger premises within Westfield. Great looking place with some very beautiful layout."
• "Always pop into H&M at some point when we go to Westfield Stratford. Spread over a few floors and with ever changing offerings, there is always something for everyone."
• "Lovely clean shop everything in place."
• "The fitting rooms are always clean and tidy, soft music in the background and in general a relaxing atmosphere."
• "Easy to find things because of the clever layout."
• "Hard working staff keep items organised and maintain a neat floor."

Cons:

• "I find that this H&M is not laid out very well."
• "Nice big store, missus couldn't find anything she liked bar the home section. Men's section was pretty poor tbh from style to quality."
• "The place is a bit messy which I don’t mind but the staff was just so rude????"
• "Big store but queue up for fitting room for long time, don't know why they don't open other floor of fitting room as such a large amount of customers waiting."
• "It was massive as they have 1 on each level. I got there around 5:30pm and they close at 6pm so I did my shopping then it was 5:58 that's when the security came to me pushing me to get out like he would literally intimidate you to get out even when I had something to pay for."
• "Although this branch has homeware, nightware, lingerie, sports and the usual Men, Women and Children's, I was not impressed. Been to better laid out and stocked branches."
• "Good size store, I assumed it would stock a bigger range due to the size of the store. The children department is disappointing as it seems very small."

Product Selection & Quality

Pros:

• "Not too busy but hard social distancing in the shop which is the problem and not everyone cares about that. The shopping experience was good and lots on sale to choose from."
• "Quite good brand and prices are reasonable, product design and qualities also good, I like the seasonal clothes especially kids clothes are Nice subjected to heath and safety."
• "I checked their online page for a very particular piece of clothing and I found it. Then I went to the Stratford branch as I was certain, that if it is to find in some store, it will be there. I did found what I looked for and I am very pleased."
• "Kids, clothing from casual to suits for 10 year old are amazing, both in taste and value."
• "The have Beautiful collection of The clothes, Beautiful Colours."
• "The Clothes they stitched Using Best materials, Beautiful Shoes."
• "I have always enjoyed shopping with H&M. The fittings of the clothing are to perfection, quality is outstanding comparing to the price."

Cons:

• "Am starting to not like shopping here.. They seem to cater to people that only wear slim fit jeans pants.. I can't find a boot cut or straight fit Jean's pants to save my life.."
• "In terms of pricing, I found it to be less satisfactory compared to previous visits."
• "Although a nice store, very bright and spacious, I find H&M to be a bit hit and miss."
• "For things that you may need last-minute, the overall quality and price will cover it. I don’t believe anything here is made with sustainability in mind."
• "Clothes can look a little unkempt with creases and the quality of some items are not the best unfortunately."
• "Whenever im buying anything from H&M the clothes after 3-4 weeks are not suitable to use anymore. Plenty of holes everywhere etc. Can't believe that primark is way better in terms of quality..."
• "Very disappointed with 16th century fashion that has arrived at H&M."

Customer Experience

Pros:

• "A super good experience! Very but very friendly staff which were helpful at any time."
• "The visit was with my mother and 2 year old son, who was in his push chair. We had a really good experience shopping for my son."
• "Perfect time to visit this store, I would say is early morning literally within the first or second hour of opening. Store was organised and not too busy so was able to have a good look around."
• "The changing rooms were run well and kept clean."
• "I always visit them on my regular shopping needs. I would surely advise to visit them and give it a try if you are looking to shop for everyday clothing."
• "Great choice of clothes for all ages shapes and forms. The first gender neutral jeans, the same jeans for women and men. It is exciting that H&M takes the lead on things like gender. Wagner in Madrid was here."
• "I was served by lovely light skin young lady who gave excellent customer service, She asked me if I wanted trousers to go with the shirt I bought for my daughter and I did just couldn't find some, she came and helped me on a busy sat and found my daughter the perfect outfit."

Cons:

• "Disgustingly busy, but it's the weekend. Good range of clothes, even if not my style. The service was slow, even for a weekend. I'd avoid this place at all costs."
• "Only issue I had was with the customer service very unhelpful, unpleasant stood near the AC were rude and did not want to move or help with queries."
• "Customer service is appalling. I had questions about where the shoes were so I went up to a lady who I’m assuming was the manager (brunette, white) and she wagged her finger no at me and walked straight past me."
• "Absolutely APPALLING customer service!!! Would never shop here again."
• "Staffs are really rude, and no one to help."
• "Got forced to open a membership account even though I refused and said I didn't need it. Felt very pressured to have to waste ten minutes to open an account just so I could pay for my goods."
• "Ordered something on-line. Wanted to return at the store as item not as expected. Was advised I need to contact with the customer service after paying for the parking and spending time in a long queue. Very disappointed."