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January 2026 by Chhavi Arora
Employees not willing to help when asked for a specific product.
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December 2025 by Rachel May Villanueva
I'm very disappointed with my experience at H&M Metrotown today. I bought a top yesterday and the security tag was not removed at checkout. The alarm went off when I exited, but no one approached me, so I didn’t realize why. I only discovered the metal tag when I got home and had to return to the store just to have it removed.
When I came back, the cashier who assisted me (staff #1118411 on receipt) did not apologize at all and instead made a judgmental comment asking if the alarm went off when I left the day before. Rather than taking accountability for the mistake, I felt blamed and uncomfortable.
A simple apology and better customer service would have made a big difference. Very frustrating experience.
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November 2025 by Khushi Malhotra
I went to h and m today and I was looking for someone to help me and when I asked one of the employee she was so rude and she doesn’t even know anything . The picture I uploaded is having the pic of that employee and she was literally discriminating because I am Indian
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October 2025 by Hello
This clothing store is pretty big
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October 2025 by MaxON
I don't recommend it, all products are sold as final sale, I've already found a defect twice and couldn't exchange the item or get my money back, I won't buy anything else here, ugh
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September 2025 by Sreya A
Very disappointing experience. I came in yesterday around 4 p.m(sep 28th). to buy a kids jacket, but it was $10 cheaper online. When I mentioned this, the cashier lady told me online offers are different and made the online ordering process sound extremely complicated. This was completely misleading. I placed the order right after leaving the store, and in less than 24 hours it was ready for pickup with no issues at all. I saved money, and the process was simple. The staff’s attitude was discouraging and unhelpful.
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August 2025 by Manish
I had a wonderful shopping experience at H&M today thanks to Anna. She was extremely helpful and patient, assisting me in finding the correct size and ensuring I got exactly what I needed. She even went the extra mile by trying her best to put an article on hold for me at the Richmond store. Her dedication, kindness, and professionalism truly stood out. Anna is a great asset to the team—thank you for making my visit so pleasant!
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July 2025 by Natalia Khodachenko
I visited the H&M store recently with high hopes but was initially disappointed by the unfriendly staff at the sale section. As a person with a disability, I felt disregarded. But then, I met Farnaz. She was incredibly kind, helpful, and turned my shopping experience around. Her excellent service made my day. Thanks, Farnaz!
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July 2025 by Priyanka Rathore
I wanted to share a disappointing experience I had during my recent visit. It seems like the concept of customer service was completely missing.
I went in to try an outfit, and after trying it on, I handed the pieces back to the staff member. To my surprise, she asked me to go back into the fitting room, grab the hangers myself, and hang the clothes back up.
I’ve never experienced this kind of treatment at any other store. As a customer, I expect to be treated with basic courtesy—especially when I’m trying to shop and support the business.
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July 2025 by Khaab Phull
I loved the customer service by shruti and she was very helpful with everything and flexible! Thanks
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June 2025 by Saiteja. Emani
I placed an online order that was advertised as available for same-day in-store pickup. After waiting about 5–6 hours, I went to the store expecting it to be ready—but it wasn’t. Since I was short on time, I went ahead and found the items myself and brought them to the checkout, thinking it would help speed things up.
When I asked the cashier if they could process my online order right then, he checked with a supervisor or assistant manager. Unfortunately, I was told they couldn’t give me the items yet and that I’d have to come back the next day. I explained that these were the exact items I had already ordered online, and I had even done the legwork of picking them up myself, but they still said no, due to their “order processing procedure.”
I understand there might be a system in place, but if same-day pickup is being promoted, and the customer is literally standing there with the items in hand, there should be a way to accommodate that. The whole experience was frustrating and felt unnecessarily difficult. At that point, it didn’t seem like it was about following a process—it just felt like the supervisor didn’t wanted to help.
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June 2025 by Ruwanga wanasinghe
The worst customer service in whole of Canada. Bought a full priced item and it had a hole in the front, tried to return it and the attitude of the manager of this store and all the employees at the Brentwood location was absurd. Clearly don’t know/ have not been trained how to handle a simple exchange like this. Very disappointing.
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May 2025 by Niko
Worse manager and cashier you have ever seen! I bought a mobile phone case and asked them to remove the tag once I put on my phone it was not fit and I was in store same time asked them to return it or even asked for store credit , but they did not help me at all. So embarrassing, even I asked them let me check the bin to find the tag of it is hard for you , the did not approve. Worse experience with them will never try their store.
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May 2025 by Lisa Chow
I found a pair of pants and a shirt for my son. The online site had a sale and the store wouldn't/couldn't match the price. So, the store associate suggested ordering online and pick up in store. So, that's what I did. I received a confirmation of the online order. Then, 1.5hrs later, I received a cancellation email. Apparently, they were sold out! I was like, BS. They probably checked the store inventory and noticed 1 of each item, but they weren't on the shelf, so they cancelled the order. They didn't bother to put away what I didn't buy at regular price. Much easier to dissapoint a customer and also get rid of a pick up order.
I talked to 5 customer service agents and 2 store managers. I got different stories from all of them! One CS agent said if it says low/limited stock the order will be automatically cancelled. I was flaberghasted when I heard that! Another CS agent said the store was short staffed and was having difficulty fulfilling pick up orders by 4pm and they had 7 pick up orders to fulfil. A minute after talking to CS, I received a cancellation order.
I talked to 2 different store managers, both providing conflicting answers. One said they had the items and the other said they were sold out. I bet if I go back to the store tomorrow, I will see exactly what I ordered on the shelf!
I don't think it's the customer's responsibility to figure out this ordering process. I placed 2 online orders for pick up at Metrotown and received 2 cancellation orders. I know to some, this is just a job and they don't have to care about anyone or anything. It's very frustrating buying clothes for a teenager and I was glad we figured out the sizing. It would have made my day if I actually bought the clothes today at the website price!
I don't know why I bother with H&M...they are not worth the stress I've endured today. I wish there were more stores that have dressy type clothes for tweens so I don't have to succumb to this torture!
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May 2025 by Nathan
Staff is rude
