August 2025 by Karolina Griciunaite
Busy Saturday only two tills open huge queue to return items. For such a big shop more tills should operate.
August 2025 by GlowingGlobe
I came in at 1130am this morning. Disappointing returns policy compared to other retailers. I returned three items (tags still attached, full-price stickers), but because I didn?t have the paper receipt, I was only offered the sale price as an exchange for other items, not even a gift card. I lost £12 in value over these three items, with no flexibility to reflect what I?d actually paid.
The experience felt rigid and box-ticking. The standard ?sorry? came across as robotic rather than genuine. When customers trust your brand, they expect better, not policies that punish them for not keeping bits of paper. Proof from your bank statement is not sufficient.
Also worth noting: the queues at the Chelmsford store are always long. Unless you visit when most people are at work, be prepared to wait.
Overall, the message was clear: no receipt = no real options to get your full value back. A disappointing approach to customer care that doesn?t match the brand?s current image.
August 2025 by ??????? ??????
Absolutely horrible shopping experience
Sales assistants are rude,not helpful and arrogant The shop in total mess
Worst H&M in Uk i ever visited
Not recommended
June 2025 by Shannon Loveridge
I?m a regular in this H&M, but after today I will not be returning. Firstly, the changing rooms were closed but when the TOWIE cast asked to try something on they was allowed to. Secondly, one of my items didn?t have a barcode on so I called for help on the self service check out and the lady was very rude and gave me attitude and told me to pay downstairs, I went downstairs and they was only accepting cash or returns, luckily, there was another item that I could scan, so I went back upstairs and paid. Awful service!
June 2025 by A for Aadi
Working like snail on till. Watch time and date to find who that was. Lol. Hire me. I would be far better than her. ?? chelmsford H&M. Ground floor till.
June 2025 by Tony Tony
I'm genuinely quite confused by this shop , they seem to concentrate on having lots of ppl on the shop floor folding clothes and no one to take any payments. Downstairs there are two tills , only one open and 5 staff just fixing stuff, then upstairs two self service tills , unmanned and causing untold problems with numerous staff not helping. All till points had massive queues but no one wants to take any money, just weird.
June 2025 by Mireye M.
Very limited and small.
May 2025 by Özlem Ulussoy
This store closes the fitting rooms after 4pm and does not allow trying on. I don't know if this is the store's own procedure or if the staff working there made such a rule, but it is strange. Will people buy clothes without trying them on? I have never seen anything weirder.
March 2025 by Lauren Tyczynska Matthews
Encountered some of the most miserable and rude staff on the checkout / returns desk in the women?s section. Customer service was nonexistent from the employee behind the till who was serving everyone at snail pace. Very rude response when I finally got served and politely asked if they had a bin to recycle my empty H&M online order mailing bag.
January 2025 by Gareth Curtis
I used to shop here quite a lot but now it's painful. There is one till and it always has a big queue to it. I don't know how/why the management don't see this. I had to queue up because I was paying cash and I prefer a human over a machine but this weekend I decided to use the self serve. Except I couldn't because they were all closed, 3 upstairs, 2 downstairs - all closed. All five. Closed, why? One person on the till - on a Sunday midday near Christmas. They didn't want my money so I hung up the t-shirts and left.
November 2024 by putu williams
Very nice and clean with a very helpful attitude and lots of optional wear
October 2024 by Harry Hussey
Men?s selection is now terrible, just plain tops and jumpers
September 2024 by stacey ashby
Very helpful staff.
August 2024 by Gary Carpenter
Men's selection is tiny and terrible. Only one till in store now so expect to spend 10-15 minutes queuing. Self checkouts never working
August 2024 by Domi Tutak
Very long queues even in the middle of the week when usually is quiet. None of the self service check outs open. I like h&m but few times had to leave the shop and just buy stuff online.
