September 2025 by Luke W
Good store
August 2025 by Mihail Pop
Really poor customer service today at your store in Lakeside. My wife just wanted to return an item bought online which was sent on the wrong color and wrong size by H&M . We inquired about returning it and getting a refund but one employee didn't seem to know how to do it , thereafter possibly a manager came and informed us this is not available in stores but we need to return it by post . Imagine what she actually told us , that we have to pay 3 pounds delivery for an item which was £6 , therefore even if this wasn't our fault , we need to return and pay the postage. We left by my wife checked again the website and on your website is clearly stated that any items bought online can be returned in any UK stores. Moreover, we decided to go upstairs on the 1st floor of the shop and what do you think? Surprise, surprise : this was accepted without any further requests by a very kind employee. Shame on the manager from the ground floor for refusing us just because she didn't have the mood or she hasn't got a clue of her company guidelines. We felt like 2nd class citizens. For this reason we will be avoiding your stores moving forward.
August 2025 by F.R. M
I?m writing to express my disappointment regarding the service I received today at your Lakeside store.
I visited the store to return some items I had purchased online. Unfortunately, the overall experience was extremely frustrating. The queue at the tills was very long, and despite having multiple staff members on the floor, only one was initially attending customers. The others appeared to be walking around without offering support or stepping in to reduce the wait time.
After a considerable delay, a second staff member eventually opened another till, but it took her nearly 15 minutes just to get started. What was most surprising?and disappointing?was that while people were waiting in line, another customer walked directly up to the second till and began being served without any objection from the staff, even though there were clearly others ahead of her in the queue.
During this time, I was particularly anxious because I had my electric vehicle charging at a Tesla point, and I was running out of time before incurring additional fees. Despite this, I waited nearly 30 minutes just to return two items. That delay was not only frustrating but completely avoidable with proper staff attention and support.
Frankly, the staff seemed disinterested and unmotivated. Their attitude gave the impression that they didn?t care about customer experience at all. In contrast, stores nearby like River Island handle customer service far more efficiently and respectfully.
This isn?t the first time I?ve encountered poor service at this H&M location. Unfortunately, it appears to be a recurring issue. I sincerely hope this feedback is taken seriously and that proper training or supervision is introduced to improve the customer service at this store.
June 2025 by Mark Evans
The store has plenty of space and wide variety of items but clothing on the floor, poor availability of sizing, lack of value for money and disappointing customer service has led to me leaving a low rating for the store.
We found some items which had been jumbled onto a rail incorrectly and found an item which we liked, but it wasn?t in the right size. I tried to find a member of staff which proved difficult but then I found someone and kindly asked them about the sizing availability for the garment.
The member of staff simply replied ?everything we have is out?, which didn?t really help me and offer me options to purchase the garment or find the right size.
The store had seating which I found good and plenty of space with self-service and manned checkouts for completing your purchase.
I sat and waited and used the free Wi-Fi in store but then we left empty-handed; quite disappointed with the experience. It?s not so awful I?d give it a one star but I found it hard to find positive thoughts about our visit to this specific store location.
Overall wouldn?t recommend to friends and family and probably won?t go back to this store as I found the staff I interacted with unhelpful; I?d consider ordering online or visiting another store.
February 2025 by Elena Russo
Was here today was reasonably quiet, went to pay at checkout and was waiting to be served as the lady was on her phone.. these things don?t really bothered me too much and was polite to the lady serving me but I must say she had a really bad attitude and slammed my receipt on the counter when I?d paid? Really unprofessional tbh
February 2025 by Vivan
Loving the sales good quality clothes
October 2024 by James Wilkinson
Okay, staff not the friendliest compared to other stores in the shopping centre.
September 2024 by Lee Barden
Poor girl was all by herself so when 3 people are trying to checkout the wait is horrendous.
July 2024 by Paul Devivo
Bang on trend clothing, not too expensive and of fair quality. The store is big, with plenty of choice.
July 2024 by Graham Mabb
Why do all shops put the men's clothes on the top floor, I'm sure there must be a discrimination law about this ??
June 2024 by Kristina Ilieva
Crowded, untidy & overpriced store. Short staff & long queues. Not friendly manager.
June 2024 by Evie
HORRIBLE IF I COULD GIVE 0 STARS I WOULD.
Terrible service, Rude Manager and messy. Saw a rat ?
I warn u do not go they will scam you ??
April 2024 by Dawood Mamoon
Good range of clothing with reasonable prices
April 2024 by Sally Duggan
Been shopping there for years, always my favourite clothes shop. What's happened ? repetitive fashions, nothing new.
Clothes hanging up haven't even been steamed. Always found something I liked but now walk in and walk out. They want to take a look at Zara!
April 2024 by N
Good choice of clothes, but poor customer service. First of all, it is always difficult to find someone to help, once found they always say that they don't have the size in stock. Secondly, one member of staff could not understand or speak English well.
