September 2025 by deirdre miller
Rudest staff ever. Arrogant rude and scruffy. Yes scruffy. Never again
August 2025 by Marie Wilson
Rude and arrogant staff, lazy and completely lacking organisation skills. I suggested a simple idea to make things clearer for customers ? to have people queue in order so everyone could see where the line was. Instead of listening, one staff member started shouting and screaming in front of children, claiming she was being threatened. Other customers were looking on in shock. When the manager arrived, they did nothing to calm the situation, even though both myself and another customer explained what had really happened. I had never even met or spoken to the other customer before. Very unprofessional and disappointing experience.
August 2025 by S R
Waiting time for tills is horrendous! Waited 20minutes to get served. Staff taking their time. Not acknowledging customers. Men?s changing rooms blocked off with no instructions where else to go.
July 2025 by Seren M
I visited your store yesterday to return a dress I ordered online. Unfortunately, the experience was disappointing and reflects poorly on both in-store service and online transparency.
The staff member who assisted me?young man wearing a black studded hat and eyeliner (I didn?t catch his name, scanned my QR code and told me my item ?didn't come up.? I showed him my full order on my phone and confirmed that all items had arrived in one parcel. He simply repeated, ?Well, it?s not coming up,? without making any effort to troubleshoot or explain further.
Only after I pressed the issue did he contact a manager. The manager then explained that sale items are only eligible for return within 14 days, while regular items have a 30-day window. I asked if store credit was possible and was told no. I then asked if this return condition is stated online, and was told, ?It should be.? I even handed over my phone and asked him to point it out. He didn?t bother to check, just repeated, ?It should say it online somewhere.?
He then left my item sitting on the delivery bag (didn?t even place it back inside), stared at me blankly, and offered no apology or empathy. The lack of basic customer service, professionalism, or courtesy was honestly shocking. This is not the kind of interaction I expect from a retail assistant.
As for the return policy itself, after this experience, I reviewed your site and confirmed that the 14-day return window for sale items is buried in a single section, but not mentioned anywhere else during the shopping or checkout process. This is a serious oversight and will no doubt continue to frustrate customers.
I?m now stuck with a dress that doesn?t fit due to unclear policy and poor in-store handling. Please consider updating your website to make sale item return policies more visible and accessible. And please ensure that in-store staff are trained to treat customers with respect and professionalism.
Thank you.
July 2025 by Ayesha
Kim, ?the manager?, lacks the intelligence to understand and adhere to the written policy displayed in store. I had a truly unfortunate encounter with her and can only describe her as rude and dismissive. Avoid all and any interactions with this member of staff, she has a miserable attitude and will completely ruin your shopping experience.
May 2025 by Ak
2 of us came to H&M initially to get the tag removed from an item we previously bought. There was a young white lady on the middle till who was nice and took the tag off for us. Then we went around to do some shopping at 6:20 and picked up 5 things and wanted to try some clothes on.
We saw an employee - a black lady with orange bandana by the changing room so asked very politely if they are still open. Initially she gave a dirty look like we inconvenienced her and said no they?re not, in an aggressive tone and said there was a callout. The tone she used and her facial expressions were as if me and my mum were stupid and should?ve known everything. She was staring at my mum eyeing her up and down , then I said oh sorry that?s okay I must not have heard it and she said passive aggressively yeah there was a callout . Her attitude was disgusting and as we turned around she kissed her teeth loudly. Genuinely that made me quite annoyed but didn?t say anything at the time as it was busy and I work in retail too so it can be stressful but I wrote a review as it left my mum upset which has ruined my day pretty much.
When we experienced the horrible service from her I said to my mum I don?t want to buy it anymore, but she persisted it?s fine and get them so I did. We went to the first till on the left to a young asian lady who?s service was miles better and asked for the H&M qr code which she helped me find, that?s why the review is not 1 star as was happy with her service. On the right till a white lady with a cream top was very friendly to others too guessing she may be the manager.
I understand stores begin their shutdown processes before they close so they can get home in time. For the changing rooms to shut 40 mins before closing time I find a bit odd as maybe people come after work, however you can buy and then return if it doesn?t fit, which is ok.
Overall it would?ve been a perfect experience as I do lots of shopping at this H&M but the attitude and service from the black lady with orange bandana was horrible, leaving my mum upset and puts me off going back tbh but probably will as everyone else is nice.
April 2025 by Amy Medway
Lovely store, good service despite being busy. Self service tills available along with served tills. Large shop is over 3 floors, covers womenswear, menswear and children's clothing. Plenty of room in the changing rooms, good selection of clothing available.
March 2025 by Sally Hyland
Sort it out H&M Merry Hill! Went here on a Monday daytime to return some items. There was a monstrous queue at the desk, with 1 person at the till. I must've counted at least 7 other employers doing other things on the shop floor and ignoring the till. When I got to the front, the guy was moody, no apology and zero customer service skills. Such a pity as I love their clothes.
March 2025 by MS F.a
It was a horrible experience. Their items were all dirty especially the trousers. One of the items i was going to purchase had a stain at the bottom. I asked an employee (Brett?) whether they have more in stock to which he said they do but he said he couldn't help me find it. Overall, all the employee's behaviour were horrible. They made me very uncomfortable. I wish wish i could them zero stars.
March 2025 by Melina Taghyoon
If i could, I would give zero stars. I loved this store all the other times I?ve come here. The employees were very nice and friendly. Today my mum and i visited to buy some clothes for the easter holiday coming up. The first incident occurred when we headed to the changing rooms. We had a lot of items so one of the employees told us that we could only take 7 in. She told us that we can leave the rest on a table and that after we?re done we can come back and try the rest. We did exactly that but when we came out we saw that both the employee was gone and the rest of our items. My mum then went to go find her and when we confronted her, she tried to blame us for leaving it there. She told us that if we left it there then the employees would think we don?t want the items and would take them even though she specifically told us to leave them there. I then had to go find the items again. After trying them on, i returned the ones i didn?t like and went to find different sizes. I noticed that the employees had gathered around and were talking while staring and indicating at me. They then started following both me and my mother which made us feel very uncomfortable. They treated us like thieves even though we were not doing anything suspicious. I didn?t want to purchase any items because of this but my mum insisted. I will never purchase from here again.
March 2025 by anifa paulin
I had an AWFUL experience here today with customer service. I had an issue that I wanted to be resolved I *attempted* to discuss with the manager who was very helpless and clearly had ZERO customer?s skills, This is appalling service which cleary needs addressing judging by the other reviews on here.
March 2025 by Sareena Suman
Regular shopper at H&M but this store is the worst. The staff are rude and they are stuck up. I was looking at an item on a display which was on the floor. I touched the material to see what it was like and the rude woman charged over to me and physically tried to move my hand away and snarled don?t touch! I stood there in disbelief and then the male sales staff walked up and said don?t touch it because we iron them! I felt like a criminal. Coming from a retail background I would have never been allowed to act such way. Absolutely disgusting behaviour to embarrass a customer in front of other customers. This store needs some new staff some more like the girls in West Brom who are wonderful!!
January 2025 by Janet Hurst
Nice clean well presented shop
December 2024 by Adam J Pritchard
It is a great store, well stocked and has pleasant staff. Displays are always impressive, and clothing is neatly presented. The changing rooms are a decent size too. The loyalty scheme is an added bonus.
December 2024 by Oliver Hayes
15 minutes queue for the tills, not even an apology for the long wait either
