The worst customer service there can be. I will never order there again…read more tl;dr: Delivery postponed THREE times, each time by couple of weeks, they ignored my request to cancel the order. Full story: Only after placing order I was informed that it will be sent in 3 weeks (one item) and 6 weeks (second). That was unfortunate because it was supposed to be a gift, but I agreed - what a mistake I made. A month later I was emailed again, and they said they need to postpone it by another 3 weeks. That was ridiculous and I was thinking about cancelling the order then, but again I was naive and I hoped I will receive those items finally. After THIRD time they postponed I decided it is enough and contacted them to cancel the order. They did not respond. About a week later, I received delivery with one item, so my request to cancel was obviously ignored. I did send it back (and never received refund for doing so) and I contacted them again, to make sure they don't send a second item. Did not receive an answer. Finally, after 4 months after original order, I got the refund of money for the items (but not for sending one item back).

I have bought like 10 items 3 months ago which I needed for later usage. When I wanted to use the…read moreitems, I have seen that one of the magnet alarm has not been taken out from one of the kitchen aprons that I have bought. I went to the shop and explained to them very politely that I do not have the receipt because it is been 3 months but if needed I can show my bank statement for the purchase history and maybe you can look up for it if confirmation needed. The apron's tag was still on it which again could have been seen from the system easily with the barcode when and where it has been purchased. Its cost also was 9 EUR, so basically a low probability of stealing such an item. It wasn't my job who deals with the magnets and it was their fault to begin with that they did not take it out. Secondly, I remember very vividly that when we left the shop with my wife, the alarm went "beep beep" but the security guy working at the HnM told that it's okay, its just alarm system does that sometimes and I left the shop, again shop staff mistake. However, when I waste my additional time and coming back to the shop for double mistake they have made, they did not even want to correct their mistakes and told me till the end that it is MY FAULT that I did not keep the receipt (tag and barcode still on the item, could have easily been looked up from the system that paid by my card which has my name and I can prove it with my ID). In addition, I have been at HnM in many different countries and encountered similar issues but never faced with such an attitude from staff when it is their mistake and I approach them with absolute politeness. Instead, they ruined my day, they argued with me, blamed with me and most importantly unabled me to use the item when I needed and wasted my time. If they would be efficient or know how to their job, it could have been a win-win situation. From now on, I am sure they lost at least 5 customers from my family and you can contact me for further information. Thanks for such gratitude for the loyal customer for many years. (Happened at HnM Zeil 85)