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December 2023 by Tiffany Chan
I bought an item online. I wasn't sure how it would fit and didn't realize it was from their maternity line (even though it said MAMA, yes I am dumb lol). When I finally realized I called customer service and asked if it was possible to cancel the order as i was worried about the fit. The agent assured me that if it wasn't suitable I would be able to return it in store so I kept the order and waited for it to be delivered. When it arrived, sure enough, it was way too big. I made my trek into the store only to be told that since it was on sale and bought online, I would have to mail it back to the warehouse. I even asked if they would be able to make an exception as that was not what I was told. The SA asked for a manager to authorize it, the manager there looked at the item and even after hearing my explanation and what I was told, denied the refund and told me I had to send it back via Canada Post (which was another misinformation as it had to be sent back via Purolator and NOT Canada Post). I drove home quite irritated and called customer service. They once again advised me that my return was ELIGIBLE FOR IN STORE RETURN. I asked them to call the store and speak to the manager. They told me that the manager has now agreed to process the refund for me if I went back the same day. I did, got my refund but NO apology whatsoever from the manager that denied my refund the first time. Terrible customer service and clearly the leadership team there really needs to be re-trained and informed about updated changes/procedures.I gave 2 stars only because I did end up getting my refund but honestly, I would not be shopping with H&M again.
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November 2023 by Christina Holopainen
Thr shopping experience I had before was great and was a long term customer. I go in now and you get followed or watched like a hawk as you shop its not a great shopping experience anylonger .
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November 2023 by Bita Adeli
I had an extremely experienced with the management of the store on Saturday 28th Oct, at 5pm. She was rude and doesn't listen to my complaint regarding to return an item, which was purchased less than a day ago. She just repeated her sentence and didn't help to solve the issue. So sad for the poor customer service, and responding to a member.
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October 2023 by Дарина Сніжна
Me, my husband and two children (toddler and baby). It is a line to the fitting rooms. I asked shop assistant “could we enter the fitting room together?”. She refused, my husband went to the fitting room, and she told me to stand at the end of the line. Thanks, I didn't want to try on jeans after that.
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September 2023 by Phia L.
I recently bought my kids their back to school clothes at H&M, as I always do. The store was very busy and I can totally understand why the check out lady was overwhelmed. When I got home (an hour and a halfs drive from the nearest H&M) i realized the tags were still on a few of the multi packs i bought. So, naturally I emailed. At first i got a great response and was told they completely understand why cant just drive to return as i live too far away. They put me in touch with the back office to organize the refund. Then started the very long thread of emails. I had to keep sending photos of the tags then the receipt, then the price, tags, then they needed the wash label from inside the clothes and then they asked me to send more photos of the tags and so on. It is still not resolved and it looks like after 3 weeks it might never be. I am so disappointed.
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September 2023 by Kevin Ao
H&M is a great spot for anyone looking for fast fashion. The clothing is cheap, but the quality is low. The staff is friendly and the store is clean. There is a ton of variety, which is great for anyone on a budget.
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September 2023 by O-O
Shockingly Racist and unprofessional behavior by Cashier at H&M CoquitlamI need to recount a disturbing encounter at H&M Coquitlam involving a cashier on the left side at around 2:25 PM. The level of racism and unprofessionalism I faced was truly shocking.Upon entering the store, I was looking for a simple hair tie before heading to the gym. As I approached the cashier to ask a few questions about the product, a blonde girl with long blue nails. From the moment I walked in, she gave me a judgmental once-over that made me uncomfortable and unwelcome.As I tried to engage in conversation about the product, she blatantly ignored my questions and seemed determined to avoid any interaction. The situation escalated when I attempted to suggest an alternative product after she struggled to scan the one I initially inquired about. At this point, she completely disregarded me, didn't even look at me, and carelessly tossed the receipts in my direction. Her demeanor was cold and indifferent, radiating an unmistakable sense of disdain for both her role and the customers she was supposed to serve.Adding to the shock of the encounter, the cashier kept sighing audibly and repeatedly looking away as if my presence was an inconvenience. When I asked questions or made statements, she would respond with a dismissive "huh?" without providing clear or coherent answers. This not only displayed a complete lack of professionalism but also a shocking disregard for common courtesy and respect.It is my sincere hope that H&M Coquitlam takes immediate and appropriate action to address this shocking incident. Racism and unprofessionalism have no place in any establishment, let alone a reputable brand like H&M. As a former employee in the service industry, I firmly believe that anyone who cannot fulfill the basic requirement of welcoming and assisting customers should not be in a customer-facing role.
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July 2023 by Happy Sidhu
Great clothes and not to bad of prices kids clothes could be cheaper though but some of it just fits so good it's worth it
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July 2023 by Pamela Sargeant
bought several items on sale. About 10 days later I went through items at my home and found 2 items with warning tags still on them as store employee forgot to remove the tags, I tried to call the store today at 3:30 and got long painful advertising ads and loud music on hold for 10 minutes, no contact. There is no way that this store is that busy at all. Any time I have gone in this store, the staff are socializing with each other at the main counter island. Poor service!!
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June 2023 by J A
I think this store better review their staff training and values. I went there to recycle my used clothes and the staff was not familiar even when I pointed to a big banner behind her urging customer "Close the Loop" . Then she ask me to deposit the bag in a bin and asked me to key in my email address and date of birth into a store handphone so that she can give me a voucher. Then she asked her supervisor to assist as she could not print the voucher. Her supervisor said I needed the store app on my phone, which I do not have nor wish to download onto an already crowded phone. So I decided to give the items to Value Village instead and asked for my bag. I also ask her to delete my personal data which they have collected; and WoW the supervisor told me , you could have keyed in a fake birthdate. Which took me by surprise. So I asked her whether it is the store policy to encourage customers to key in fake data? She again spin the issue by saying I am accusing the store.I will never step into this store again, it is my right that unnecessary collected data must be deleted. Also H&M website never said anything about customers needing their app to use its recycling service. The supervisor finally told me that she had keyed in a request for my details to be deleted but it will take 4 days. I hope I have not misplaced my trust. I only have her word on it.
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May 2023 by Steve Tilbury
Wish i could rate them lower than 1 star for customer service. Bought 2 pairs of jeans in December. Went to return them within their 30 day policy, but the store was closed for renovations. Went to return them once they reopened and was told it was past the 30 day window and they would not offer a refund and only give a 50% store credit. How does that make any sense?? This decision came from the stores general manager, so obviously that is their customer service philosophy. Shocked they would lose a life long customer over $52…
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May 2023 by emily
The store is really good, but they need more employees . On busy days the lines can get really out of hand lasting up to 1h-30minutes I usually see only 2 cashiers and like 1-2 people working and stuff. But they have really good chlothes I recommend going if you have lots of free time. It's so busy on the weekends.‼️
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May 2023 by mehran amigh
Today I went there along with my 8 years old kid who was asked by one of staff employee to not touching mannequins in a polite way buy my son started crying as he felt embarrassed. I talked to manager to see if touching the mannequin in store is forbidden (while I saw other kids were touching and playing and didn’t get any notice) and the manager responded me yes, it is forbidden as our mannequins are expensive and are broken. There are two suggestions here for H&M store here: 1) if something shouldn’t be touched by kids in your store, I think it’s fair ask to post something and let parents know then parents can take care of that instead your staffs who might not know how to deal with kids. 2) if something is forbidden it’s fair to see it’s ruled for all customers who do same thing at same time.
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May 2023 by Miena Mohammadi
The new renovations looks amazing! I went on Friday they have xl and xxl and bigger sizes I’d always go shopping for my mom and couldn’t find proper clothing and they have modest clothing as well which I love. But their customer service needs a lot of work the give u bad stares and I was on my phone because I was looking at the h & M app and asked the cashier girls “hey sorry how are u” and looked up both laughing with each other. I didn’t think much of it and didn’t say anything but it was v ride my mom noticed and was annoyed. No one was there to ask questions or give u assistance all of them with attitudes. Ppl are there to shop not to be laughed at. They rlly need new employees.’
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May 2023 by SuperMom
Dealt with a young gentleman at the cashier today .... believe his name was faris..I think. Very helpful and courteous. Had my hands full with my 2 kids..he was quick and patient.