H&M - we love fashion 4+

I attempted to use my merchandise return card today on the H and M app. On the rear of the card there is a 19 digit number and I added this into the gift card for field but it required a pin. I didn’t have a pin and wasn’t aware of one.I called the H&M helpline to try to get some help but the lady there couldn’t help me and has raised an online issue about the website is not working properly.I went back and looked at my card again and the silver and black lines that looked like a magnetic strip for the card. I tried rubbing them. They came off, revealing a PIN number! Why did no one tell me about this or know about this when I called for help?

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.

I have always been a loyal customer too this brand over many years including clothing my babies... then children and now young adults. This is my first experience purchasing online, which has been unsuccessful- what I mean by that is, the first time I tried too buy this item (which I love) after four days I was told my delivery had been cancelled. When tracking this I was told the size I wanted was no longer in stock. (🙁) it wasn’t when I selected it!

We live in crazy times at the moment, this is just a small gift for a friend’s birthday. So I’m trying too order this item for the 2nd time as it says “few in stock” so I hope I receive it. Really hope the transaction is completed and the money doesn’t leave my account until I receive the item.. all a bit confusing.