GH&M

Not a huge fan of H&M’s quality in the last half decade. Good store!

This store is always a mess. I have never bought anything here. I finally found something that looked worth buying today. A coat. I specifically asked the sales clerk at check out if there were any sales or promotions either in store or on line as for a light weight jacket the price was a bit much. She told me no. After I went home I looked online as I was curious to see what else they might have as the store was too messy to find much. I found the coat I had purchased barely FIVE hours earlier HALF off! West Farms Mall is 45 minutes from my home so I rarely go there but I had a dr appt in the area so was the only reason I stopped. I called their customer service line to ask about a price adjustment and they said online and store pricing are different. If the clerk had told me this I would have ordered online instead. And I had already cut off the tags when I got home since it fit and I liked it so was told I couldn’t return. The CSR called the store and they refused to honor the price. She was very helpful, though, and at least sent me a promo code for free shipping and 25% off my next order. Not close to the 50% I lost on the coat I had purchased but lesson learned NEVER SHOP IN STORE AT WEST FARMS H+M EVER AGAIN!!! First, sloppy, dirty mosh mosh of a store where you can barely find anything. Second, HORRIBLE customer service!!!! Wow look at all these other horrible reviews of this store and the service too. Glad it wasn’t just me. You’d think they might do something about such a terrible reputation. Awful 🤬

A horrible service!

Worst customer service from management team. Absolutely rude and unprofessional. Don't even bother asking for help to find anything.

I recently visited your store around 2:00 PM and wanted to provide feedback on an incident I witnessed while waiting in line. There was a young woman working at the register who was clearly doing her best to handle a growing line of customers. As the line got longer, I heard her request backup over the walkie-talkie. Unfortunately, someone responded in a very disrespectful and unprofessional tone, which made me — and likely others — uncomfortable. The tone used toward her was dismissive and inappropriate, especially considering how hard she was working to manage the situation. I felt compelled to let her know she was doing a good job despite the stress, but I wanted to bring this to your attention because this kind of internal communication, when done poorly and publicly.

Hello, I visited your store around 1:00 PM and was assisted by a young lady named Jaia. She was incredibly helpful and polite. However, I observed something very concerning. Another woman, who appeared to be a Black African-American employee, seemed to be treating Jaia in a very disrespectful and unprofessional manner — bossing her around and visibly upsetting her. Later, I saw the same employee speaking negatively about Jaia to another associate (a very light-skinned woman with very short hair), which made me feel uncomfortable as a customer. I believe no one should be treated this way, especially someone who was clearly working hard and providing great service. I wanted to bring this to your attention in hopes it will be addressed appropriately.

Horrible customer service! Had my receipt and the items in perfect condition. I didn’t have my physical card and they couldn’t return my $20 item back to the SAME CARD! Every other retail store returns items back to the same card with no problem. What if I lost my card? I get a new card. They can’t return it? Never shopping here again.

Great fashion and prices.

Things happen, and sometimes receipts get lost. Good thing the one time I lost my receipt, I was asked for my email. Other times I have not and apparently you can't EXCHANGE without a receipt. Returning, I get. But a still tagged, never worn item that just needed a size change? Makes no sense. And it should be the EMPLOYEE letting you know to input your email every time. We as customers, don't work there and don't know. On top of employees just don't care attitude.

I recently had an experience shopping at H&M Westfarms location that was quite disappointing. I purchased five items, including a sweater that was on sale. Unfortunately, I was unaware that they had changed their return policy to final sale on sale items. When I got home and tried on the sweater, I discovered that it was damaged. Naturally, I went back to the store, hoping to resolve the issue. However, I was met with a lack of assistance; the staff informed me that there was nothing they could do about it. Frustrated, I decided to call customer service for help. They advised me to return to the store and speak with a manager, as it was their policy to accept returns for damaged items. Feeling hopeful, I went back to the store, but the manager I spoke to was unhelpful. She claimed she didn’t know who had given me that information and reiterated that they would not take the sweater back. Additionally, I noticed that the atmosphere in the store wasn’t welcoming. The checkout staff were unfriendly and barely greeted me, which added to my overall dissatisfaction. Also you would think staff would let customers know since the policy just went into effect in January 2025 that sale items are final sale. But that must be too much to ask for. This experience has left me feeling quite let down by H&M's customer service and return policy. I won’t be shopping at this location anymore. Save yourself the headache.