Based on recent customer reviews, H&M receives sharply divided feedback across its South African stores. Happier shoppers at Canal Walk and other branches praise attentive, helpful staff, clean stores and changing rooms, appealing ranges and an easy website. The majority of feedback, however, centres on in-store service breakdowns at Menlyn, Cresta, Nelspruit, Sandton City, Gateway and Mall of Africa, including staff unwilling to fetch sizes, refused or disputed defective returns, delayed refunds, managers withholding their names, and curtained fitting rooms that customers feel compromise privacy and safety.
TrustIndex
3.4
NPS Score
25
Recommended: Likely
Nov '25 - Oct '26
Frequently Asked Questions About H&M
What do customers say about H&M?
Based on recent customer reviews, H&M receives sharply divided feedback across its South African stores. Happier shoppers at Canal Walk and other branches praise attentive, helpful staff, clean stores and changing rooms, appealing ranges and an easy website. The majority of feedback, however, centres on in-store service breakdowns at Menlyn, Cresta, Nelspruit, Sandton City, Gateway and Mall of Africa, including staff unwilling to fetch sizes, refused or disputed defective returns, delayed refunds, managers withholding their names, and curtained fitting rooms that customers feel compromise privacy and safety.
Is H&M trustworthy?
H&M has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. Hellopeter has tracked H&M across 256 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2014
Menlyn service is disconcerting
I am currently in H&M in Menlyn as I write this. I requested for a manager over 10 minutes ago after I asked the person at the til to keep one pair of paints and check for me if they have any more of the pants in that size as I only found one at the racks. I went off to the restroom, returned to the til and got assisted by a tall guy at the til. He is black and tall. He is at the til now at 11h45. He saw it fito tell me that he was told assigned to tills and not to the floor. He had previously checked and the pants are available however he wasn't informed to bring the pants, only to check if they are available. When I asked him where I should go check fornthe pants he told me the same place I found the ones I had reserved prior to going to the restroom. I informed hi. How the is not H&M standards. A customer should not have to walk up and down the sho0 after requesting for items. He reiterated that he was assigned to the tills. I went back to the racks, disappointed and checked for the pants. Guess what, they were there. To ensure I wasn't jaded by the disappointment, I asked the lady that was around the racks who works there to check if there was a size 46. She said not here. She will check. I informed her that I had already asked the people out front by the tills and I was sent here. I then returned to the til and expressed to the same guy that he wanted my time and expressed to him yet again that I was not happy with the leak of service he deemed acceptable. When I returned he was speaking to one guy who was on the floor but also failed to ask him to assist to get the pants. I asked to see the manager who was understanding and assisted me. I am highly disappointed in this manner of how business is conducted at H&M Menlyn. This guy has no sense of initiative and proactivity. He is disconcerting to say the least. Service in any industry is what keeps doors to companies open. Not clothing or whatever it is an industry may offer. Your personnel isn't even learning name badges. One wonders if this is a store thing or a brand thing. I went to H&M at the V&A waterfront on Wednesday of last week. Two different experiences.
1 reviews | Active since Jul 2014
Menlyn service is disconcerting
I am currently in H&M in Menlyn as I write this. I requested for a manager over 10 minutes ago after I asked the person at the til to keep one pair of paints and check for me if they have any more of the pants in that size as I only found one at the racks. I went off to the restroom, returned to the til and got assisted by a tall guy at the til. He is black and tall. He is at the til now at 11h45. He saw it fito tell me that he was told assigned to tills and not to the floor. He had previously checked and the pants are available however he wasn't informed to bring the pants, only to check if they are available. When I asked him where I should go check fornthe pants he told me the same place I found the ones I had reserved prior to going to the restroom. I informed hi. How the is not H&M standards. A customer should not have to walk up and down the sho0 after requesting for items. He reiterated that he was assigned to the tills. I went back to the racks, disappointed and checked for the pants. Guess what, they were there. To ensure I wasn't jaded by the disappointment, I asked the lady that was around the racks who works there to check if there was a size 46. She said not here. She will check. I informed her that I had already asked the people out front by the tills and I was sent here. I then returned to the til and expressed to the same guy that he wanted my time and expressed to him yet again that I was not happy with the leak of service he deemed acceptable. When I returned he was speaking to one guy who was on the floor but also failed to ask him to assist to get the pants. I asked to see the manager who was understanding and assisted me. I am highly disappointed in this manner of how business is conducted at H&M Menlyn. This guy has no sense of initiative and proactivity. He is disconcerting to say the least. Service in any industry is what keeps doors to companies open. Not clothing or whatever it is an industry may offer. Your personnel isn't even learning name badges. One wonders if this is a store thing or a brand thing. I went to H&M at the V&A waterfront on Wednesday of last week. Two different experiences.
1 reviews | Active since May 2019
H&M Cresta – Disappointing Customer Service and Unresolved Complaint
**Title:** H&M Cresta – Disappointing Customer Service and Unresolved Complaint I have been a loyal H&M customer for many years, both in South Africa and internationally. Unfortunately, my recent experience at the **H&M Cresta** branch has left me extremely disappointed, not only with the conduct of the store employee but also with the way my complaint was handled by H&M Customer Relations. While shopping at the Cresta store, I selected two jackets and briefly tried them on over my own clothing in front of a store mirror. An employee approached me and informed me that I was not permitted to try on garments on the sales floor. Instead of politely explaining the policy or directing me to the fitting rooms, she removed the jackets from my possession while I was still trying them on and considering purchasing them. I remained calm throughout the interaction and simply requested to speak to a supervisor or store manager. My request was refused. I also requested the employee's name so that I could accurately identify her for a formal complaint, but she refused to provide it. The situation escalated unnecessarily when security was called, and I was escorted from the store despite not behaving aggressively, threatening anyone, or causing any disturbance. What should have been a straightforward customer service discussion became an embarrassing and humiliating experience. I submitted a detailed complaint to H&M Customer Relations. Although they confirmed that they investigated the matter, reviewed the CCTV footage, and spoke to the relevant parties, they ultimately concluded that the incident was handled in accordance with H&M's internal procedures. What concerns me most is that H&M's response appears to justify the employee's conduct rather than address the customer experience. Their response states that customers are **encouraged** to use fitting rooms, yet I was told I was **not permitted** to try on a jacket on the sales floor. Those are not the same thing, and that distinction remains unresolved. As a customer, I cannot reasonably be expected to know or comply with internal procedures that are neither displayed nor explained before action is taken. My concern has never been about H&M having store policies; it has been about the way those policies were communicated and enforced. I am particularly disappointed because this experience does not reflect the level of customer service I have come to expect from H&M over the years. I expected professionalism, respectful communication, and an opportunity to resolve the matter through management before security became involved. I hope H&M uses this feedback to review how customer concerns are handled at the H&M Cresta branch and to ensure that staff communicate store policies respectfully, involve management promptly, and treat customers with dignity throughout the process. Unfortunately, based on this experience and the outcome of my complaint, I cannot recommend the H&M Cresta branch.
1 reviews | Active since May 2019
H&M Cresta – Disappointing Customer Service and Unresolved Complaint
**Title:** H&M Cresta – Disappointing Customer Service and Unresolved Complaint I have been a loyal H&M customer for many years, both in South Africa and internationally. Unfortunately, my recent experience at the **H&M Cresta** branch has left me extremely disappointed, not only with the conduct of the store employee but also with the way my complaint was handled by H&M Customer Relations. While shopping at the Cresta store, I selected two jackets and briefly tried them on over my own clothing in front of a store mirror. An employee approached me and informed me that I was not permitted to try on garments on the sales floor. Instead of politely explaining the policy or directing me to the fitting rooms, she removed the jackets from my possession while I was still trying them on and considering purchasing them. I remained calm throughout the interaction and simply requested to speak to a supervisor or store manager. My request was refused. I also requested the employee's name so that I could accurately identify her for a formal complaint, but she refused to provide it. The situation escalated unnecessarily when security was called, and I was escorted from the store despite not behaving aggressively, threatening anyone, or causing any disturbance. What should have been a straightforward customer service discussion became an embarrassing and humiliating experience. I submitted a detailed complaint to H&M Customer Relations. Although they confirmed that they investigated the matter, reviewed the CCTV footage, and spoke to the relevant parties, they ultimately concluded that the incident was handled in accordance with H&M's internal procedures. What concerns me most is that H&M's response appears to justify the employee's conduct rather than address the customer experience. Their response states that customers are **encouraged** to use fitting rooms, yet I was told I was **not permitted** to try on a jacket on the sales floor. Those are not the same thing, and that distinction remains unresolved. As a customer, I cannot reasonably be expected to know or comply with internal procedures that are neither displayed nor explained before action is taken. My concern has never been about H&M having store policies; it has been about the way those policies were communicated and enforced. I am particularly disappointed because this experience does not reflect the level of customer service I have come to expect from H&M over the years. I expected professionalism, respectful communication, and an opportunity to resolve the matter through management before security became involved. I hope H&M uses this feedback to review how customer concerns are handled at the H&M Cresta branch and to ensure that staff communicate store policies respectfully, involve management promptly, and treat customers with dignity throughout the process. Unfortunately, based on this experience and the outcome of my complaint, I cannot recommend the H&M Cresta branch.
1 reviews | Active since Jun 2020
Bad customer service
I went to H&M Pavilion on Thursday at 10:43 to return an item salesman no :161905 told me it takes 24 hours for the refund to show on my bank account It over 24 hours now still no refund sent to my bank account .
1 reviews | Active since Jun 2020
Bad customer service
I went to H&M Pavilion on Thursday at 10:43 to return an item salesman no :161905 told me it takes 24 hours for the refund to show on my bank account It over 24 hours now still no refund sent to my bank account .
1 reviews | Active since Jun 2025
A man walked into my changing cubicle
I would strongly suggest reconsidering your changing room setup. During my visit, a man walked in while I was changing because the cubicles are closed off with curtains instead of proper doors. As a woman, that felt incredibly unsafe and uncomfortable. While the curtain aesthetic may look appealing, it seriously compromises privacy and safety for women and children using the facilities. This is not just an inconvenience — it’s a genuine concern that needs urgent attention. Please address and improve this setup as soon as possible.
1 reviews | Active since Jun 2025
A man walked into my changing cubicle
I would strongly suggest reconsidering your changing room setup. During my visit, a man walked in while I was changing because the cubicles are closed off with curtains instead of proper doors. As a woman, that felt incredibly unsafe and uncomfortable. While the curtain aesthetic may look appealing, it seriously compromises privacy and safety for women and children using the facilities. This is not just an inconvenience — it’s a genuine concern that needs urgent attention. Please address and improve this setup as soon as possible.
1 reviews | Active since May 2026
Phindile has done a ...
Phindile has done a wonderful job to me,she is a star
1 reviews | Active since May 2026
Phindile has done a ...
Phindile has done a wonderful job to me,she is a star
1 reviews | Active since Mar 2026
review of the website for H&M
wonderful website, very nice and easy to use and navigate. Clothes are beautiful and quality is great with strong material. A bit expensive but still nice.
1 reviews | Active since Mar 2026
review of the website for H&M
wonderful website, very nice and easy to use and navigate. Clothes are beautiful and quality is great with strong material. A bit expensive but still nice.
1 reviews | Active since May 2023
Excellent service
I always leave H&M at Canal Walk feeling inspired — not just because of the beautiful fashion, but because of how attentively the team treats every shopper. From helping find the perfect outfit to offering honest, genuine guidance, the staff make you feel seen and valued. Their upbeat energy and thoughtful recommendations turned a simple shopping trip into a truly uplifting experience.
1 reviews | Active since May 2023
Excellent service
I always leave H&M at Canal Walk feeling inspired — not just because of the beautiful fashion, but because of how attentively the team treats every shopper. From helping find the perfect outfit to offering honest, genuine guidance, the staff make you feel seen and valued. Their upbeat energy and thoughtful recommendations turned a simple shopping trip into a truly uplifting experience.