I was there this morning and left completely saddened at what I witnessed. While looking at clothes I heard a customer, clearly a tourist, asking for help. The lady asked the employee if her coupon would work on the shirt. The employee rudely looked at her and said, "Lady, I don't know what shirt you're talking about." He had no intentions of helping her. I continued to shop in shock. I walked in the fitting room with a couple of items when I heard another tourist ask the the attendant for another size. I was surprised to hear her say, "if we do it's out there. I can't leave to find it for you." I walked out and found an older Asian lady/customer waiting for help. At this time the attendant very frustrated picked up her walkie-talkie and asked someone to the fitting room. I was surprised at the employees' behavior! I asked her for her name... Marisela. I suggest management come visit this store and work on customer service. I don't think these customers should be treated this way. read more

Every time I come to this store location the sales reps are never in sync with the promotions we receive through emails. This Sunday when I was at this store location, the sales rep that called me over to ring me up for my purchase did not clean the station prior to me arriving at her station. I had observed the customer before me use the pen pad for paying prior as well. The sales rep asked for my loyalty member ID. I explained I had no internet connection and she stated she can wait for me to connect. Once scanned, I asked if I had received the 10% discount for my purchase as the email promotion I received. I showed the sales rep the email and she asked for the bar code, I showed her the app and she wasn't able to locate the bar code so she called over her colleague. The colleague also could not locate the barcode and then proceeded to tell me it was only for online purchases although the email stated the promotion was for online and in store purchases. The sales rep calls over another colleague and this colleague stated the 10% applies to my purchase. It took 3 sales reps to figure this out. Every time I come here it's the same issue, the workers are not in sync. The discount wasn't even worth it, I didn't care for it at this point, I just wanted the sales rep to ring me up, I was holding up the line at this point and it was embarrassing. To top it off the sales rep shoved my items into a tiny bag. I don't understand why every time I come here the sales reps do this, are they trying to save on bags?!? Like give me a bag that fits all my items. My boyfriend paid for his one item on another level of the store and got a huge bag. Why are the sales rep on the first floor shoving my 3 items into a tiny bag. Also, this store does not follow the 6 feet apart rule, the dressing room line was insane and people were standing literally on top of one another waiting. Please get it together H&M. read more

Even though this location is at the Citadel Outlets, it's not a factory store. But their 2 floors are pretty big and you'll usually be able to find more sale items here than at the other locations. The service here is pretty good. They have helped me locate clothes in my size at nearby H&Ms when it has ran out here. They have a large accessory section as well. Weekends (as with almost all of the other Citadel stores) are quite hectic so you're warned. Try coming on a weekday -- they're open until 9pm! My only gripe would probably be that they need more fitting rooms as sometimes, the lines can get long. read more

There was this short girl with colorful hair that was super helpful and gave advice on a shirt I wanted to buy as I'm vertically challenged and it was long. She boosted my self-confidence and gave ideas on how to make it work. 11/10 experience at the store with her being the employee I checked out with. read more

Despite this location being at the Citadel Outlets, I like it. FYI - it is a regular priced store even though its located in a outlet center. It's a huge store - 2 stories with tons and tons of clothes. I've been able to find a lot of items in my size that were sold out at other H&M locations. You definitely need to have patience to look through everything, wait in line for the dressing rooms & checking out at the register. Traffic on the 5 fwy causes road rage so a pit stop to H&M for some retail therapy always calms me down a bit. read more

One of the largest H&M stores that I have been to - great employees and fantastic selection. Make sure that you go during an off-time, though, because its a very popular store. Clearance section is life-changing! read more

Three stars because some of these employees really should find another job and not in customer service. They act like they're better than you. They do overstock items, so expect a lot of clothes on the floor. The cons for this H&M, are that this place does offer a lot is discounted items and free parking for the whole shopping center. read more

Nice pieces! Very affordable!

Madison was super helpful and patient during a busy day! This location goes by fast and Madison was informative and genuinely kind!

Very rude staffs specially those in the fitting room area. Using COVID as an excuse to not train staff properly in basic customer service. Definitely not worth my business. Cheap quality clothes. read more

Out of all H&M store locations, this is by far the worst I have ever been to. The layout is horrible.. Can never really find what I want and need. And everything is just clumped together, which makes it hard to shop. Sometimes it could be a big mess! I don't think I have ever bought anything in this store location. I walk in, and walk out because I just give up trying to look. read more

I love H&M. Not sure why there are so negative reviews on this location. I entered the store and was promptly greeted with a friendly sales associate. There are two floors in this location and the departments in each floor were clearly labeled in the wall by the escalator (which was in perfect working condition). The men's section was clearly defined as other H&M locations. There was a section for Blazers, dress shirts, and dress pants. There was a more casual look area. And there was a younger edgier look area. This was completely separate from the kids section which was clearly marked and was about half of the 2nd floor. The accessories were in one corner by the fitting room and shoes were against the wall. I picked up four dress shirts and two slacks for just over $100 as I was also using my citadel savings card and a coupon from retailmenot. The attendant for the fitting room was friendly and helpful. I tried on my pants there. One of the pants was too big so he actually went to go grab one in the correct size for me. Another associate greeted me and saw me carrying a bunch of clothes. She quickly grabbed a shopping bag for me and asked if I needed any assistance. I couldn't find the size for a shirt so she went to an adjacent rack and quickly found it for me. Check out was a breeze. Quick and easy. Would come back here for sure. read more

Was helped by an employee named Ricky. He was really helpful. Me and my boyfriend was looking for a sweater that was on a mannequin but there was none in my boyfriend's size so Ricky offered to call a different store to see if there were some. Unfortunately there wasn't any in his size at another store. read more

Katerin helped me out this morning and was very polite!! She helped me sign up for my rewards and gave me 10% off! This location was very clean and organized I really liked it. read more

DON'T GIVE THEM YOUR EMAIL @ the register for any discount! Cashier stated, "Text your email to this (x) number and get 20% off!" I was like oh wow, let's do it. Send my email, then after I read the auto reply it read, 20% off only one item!!?? I purchased about 9 items. Shady tactics to get your personal information. I called the guy out, he replied back with awe your making me feel bad? Dude, you told me 20% off! Not 20% off one item, huge difference. read more

I wanna say I love H&M. But this location to my experience was horrible. I walked in and asked for help the lady for a specific sweater. She didn't seem like she wanted to help me at all. She said "go look somewhere over there" didn't even look or seem to care. I walked around to look then she comes and tells me do you need help because we are closing soon. I told her yes the sweater then she seemed bothered. It made me upset because if someone is nice to you be polite back. It's the busiest time to shop and if your customers need help just help them and they can be out soon.. I went to montebello mall. So much better. read more

This location is always busy so come early. Big store, constant sales, helpful employees.

Always has a ton of sale rounders. gets crowded.

Jennifer was the best clerk I met in all sales clerks with her smiles patience and attitude. I went back twice because the sale was incredibly cheap $1/top or bottom animal print. read more

Damn dude.. Can these sad little 18 year old boys for cashiers hate their job any more? Customer service was great-- FROM ME! I did it all myself ya'll, I'd hire me. I'd make me manager. I showed up to use my merchandise credit, excited as heck cuz I found stuff I actually liked. I make line and there are two cashiers ringing up customers. Both boys (not that it matters). My lovely helper was Gus. Can I help the next person in line? Ok. I greeted him, nothing. I told him about my 20% from the phone thingie and I got ignored/brushed off. He continued his conversation with boy #2 about Kanye. Gave me my total. Where's my 20%? Got an "oh".. More Kanye.. Credit or debit? Sees my merch credit and takes it from me. Silence.... silence.. * OK, thank you very much, bitter cashier! ..."I can help the next person in line". Umm, ok. Thanks for not even responding. Please, please find a new job. My two stars are for the selection. I don't mind the mess very much as long as they have my size. I just hate bad customer service. read more

Beautiful store Big selection of many items store was clean and very well organized my cashier was luis he was so very kind and made sure i found everything okay really loved his customer service other employee just seem to be doing there own things would come back Again read more

My boyfriend and I went shopping at this location on black Friday. Even though it was completely crowded, the store was clean and the staff was excellent. Cintia & Lily were helping in the dressing rooms and kept their smiles and upbeat spirits, even with some fairly rude customers. They honestly made our day that much better; we hope they get the recognition they truly deserve. read more

I just had the most horrible shopping experience at this H&M location. I received some gifts over the weekend, which happened to the wrong sizes. I went in hoping to exchange them for store credit considering I didn't have the original receipts. The cashier girl who assisted me was nice but she would need to call for a manager for authorization to process a return. So she called for the shift manager named Chris, who happened to be a totally unprofessional douche. As soon as he saw the return items, he automatically gave a face. He grabbed my ID and rushed to the back without saying a word and when he did return to the cashier desk and shouted with a tone "the daily return limit is $100." He then dropped the ID and left without no eye contacts and still with that dead face. The cashier who assisted me was all apologizing to me for his unprofessional customer service act. After I left the store, I called the H&M corporate and filed a complaint immediately on his rude ass. It turned out that the daily return limit was a total bull he made up. When the customer service representative tried calling him to get his side of the story, he was dodging the call for like 30 minutes hoping to make me call them back or let the whole thing go. I demanded to stay on the phone until he picked up. He described the process very briefly and pretended to be busy and hung up on the complaint. This whole thing simply raises the question of how he got promoted to be the manager of the store or let alone getting hired in the first place. I will try to contact their district manager and see if this was all done through connection base. I did not see any manager quality in him. He was a totally disgrace to the H&M company. I later talked to a few of my friends about this store. They all had similar experiences with their staffs there. Therefore, this store is officially on our banned retail store list to go to. H&M, however, is a great store with affordable and fashionable clothing. I have absolutely nothing against the store itself. read more

Sadly this is the closest H&M in my area, and frankly, the most convenient given that I too work at the Citadel. I've been a patron--not entirely a regular, just a patron-- because H&M is the "hip" Forever 21 if you are willing to spend an extra $5 or so. They have nice clothes every now and then, unfortunately it's a shame most of it is on the floor just about ALL day from opening to about the time they close. Shopping at this store means literally (Literally...) digging through random piles of clothes dumped on the floor or on fixtures, moving aside the half-empty cups or Starbucks, Hotdog-on-a-Stick cups that are left behind by lazy and disgusting customers who are apparently too lazy to step out of the damn store for a minute to dump their drinks into the MILLIONS of trashcans that are literally (Literally...) within feet of one another outside. This store is the definition of a "hot mess". Moving on to the service at this store... To keep it short, there is NONE! This store is strictly self-serve, which is probably the main reason why it's always a damn mess. You literally (Literally...) have to search far and wide in this store to find an associate on the floor. Hell! I've walked in countless times to browse on my breaks or lunches wearing my badge or walkie from my store and I have their customers coming up to me asking me questions. I service their customers more than they do! Most, and I say "most" because there has been a rare (Rare...) instance where one or two associates have provided me with decent service, you will not even be approached AT ALL. The latter is unfortunately not enough for redemption due to the fact that the rest of the associates-- whenever they decide to crawl out of wherever they are hiding, when they should be servicing and cleaning up the damn store-- parade around with an air or apathy and think they don't need to talk to you because they work at H&M. I hate to stoop to appearances, but most of them look a hot mess themselves, looking like they work at some cheap East LA boutique on Whittier Blvd. It's a tad bit sad when the employees from Papaya and Charlotte Rouse (Russe? Roose?--Ross.)upstage you in the "fashionable presentation" department. Ultimately, this H&M does not do the up and coming fashion hopeful any justice. Bad store presentation, lack of customer service, and messy-looking employees hurt the H&M brand. If my store were to run in the same manner as this H&M for one day, everyone of us would be terminated at the end of the day. Do yourself a favor and drive to Pasadena where the associates at that H&M will ALSO tell you to stay away from H&M at Citadel. read more

Worst shopping experience ever. Love the store but this location is crap. Store is messy, the sizes are all scattered everywhere and almost impossible to find larger sizes and nobody offered to help. As I shifted clothes to find my size, pounds of dust kept coming at me activating my allergies so I was lucky enough to be sneezing all over the store. I wont even go into detail about the back room and fitting rooms. Disgusting. Y'all need a serious makeover. I will never come back to this location! read more

Be ware!!! Today my husband and I went shopping and got in line at H&M and waited maybe 20 minutes because of covid which is understandable but after going inside the store our 3 year old had to use the restroom, my husband took her while me and my 8 year old walked around the store and waited for them . On the way out my husband informed the h&m worker monitoring the people going in and out of the store that he will be right back and just taking our daughter the restroom and the h&m employee told him he would have to get in line again if he leaves. H&M doesn't have a restroom so he had no choice but to take her to the restroom. On the way back the employee told my husband to get in line which at this point was a longer line. My husband called me and said he was in line again . I asked to speak to a manager and Fabian came out from the back office and said those were the rules and that my husband will have to wait in line. I explained what happened and he said those were the rules which make no sense. I won't be shopping at any H&M again. If I could give zero stars I would but yelp won't allow it. read more

I'm very disappointed at the customer service at this location. A cashier with glasses and black hair blatantly gave poor customer service to a women who clearly was foreign and did not speak English. An item did not have a tag on and ask the customer to go get one with a tag. When the customer came back with the wrong pair she repeatedly ask if she can go back to get the right one. Frustrated that the women couldn't understand, she charger her for the different pair without the customer understanding. When she could have most likely got the pair for her or have someone else get it. I understand that this location gets a lot of foreign shoppers but the disrespect for them and witnessing something like is unprofessional and upsetting. Management should be aware of poor service and laziness like this. read more

I had the best experience during checkout. The shirt a chose had a smudge on it but CHRISTIAN, the super star cashier on duty, was nice enough to give me a discount even though he caught that smudge after checkout. He took the time to give me a good experience. Super friendly, and enthusiastic. read more

Just walked into the H&M store, and had a piece of clothing to return. We were helped by well let me change that we were confronted by a Rebecca who was the MOD she stated "What the hell is this?" It was bought from the Costa Mesa store and the brand is Trend. After explaining we got it from the CM store she continues to be rude looking like she just woke up from a nap hair a mess. After asking for the store managers name she wouldn't tell us the name of her manager. So i asked a Letti and she said her name was Daniela. This store location is a joke and full of trashy employees. Which isn't new cause we can clearly see this store holds a 2 star on yelp. Ill be sure to call the customer service number to explain to them the terrible customer service as well as the complete lack of training obviously given to the employees. read more

I hate the customer service at this store. It's absolutely horrible. I spent about 60 minutes with my 3 year old, trying to find clothes in her size. After about 10 minutes in the dressing room, I was told that the cashiers were closing in 5 minutes. Within 1 minute, I was in line, tired and ready to pay. I was the last in line. After waiting in line for well over 5 minutes, I was told that the man BEFORE me was the last person in line. I was flabbergasted. Why wouldn't you want to make another sale? Why cut off just ONE more customer? read more

Horrible customer service I have ever experienced!! Rude cashiers don't even greet you nor ask if you found everything ok. The look like they don't want to be at work. Do yourself a favor and stay away from this store! Not to mention the mess of clothes all over the floor. read more

So I came to this H&M about 3 weeks ago to buy some shorts and noticed that they didn't take off the sensors . I said to myself no big deal when I go back I will have them removed. Omg! Waited 30 minutes so I could just REPURCHASE my own shorts. Michelle was the girl that helped me said her manager said without a receipt she was unable to remove them. Ended up calling corporate they refunded me my money and also said I do not need a receipt to get my sensors removed that's there policy! Never shopping at this H&M again! read more

I would normally rate an H&M a little higher, but this time I was sort of disappointed with the limited sizes that this store carried. I normally don't have a hard time, but for some reason, every style that I liked didn't have my size. It was also super crowded because of the holidays. I plan to go sometime when there aren't a lot of people around so I can enjoy shopping rather than trying to squeeze by people or getting shoved by some overexcited shoppers. Cross my fingers that next time won't be so bad !! read more

My teen daughter guided us to this spot and not sure what to expect. Thought it would be crazy overpriced BUT IT WAS NOT. Great styles and good prices. Even have a kids section upstairs. Got an outfit for my daughter under 20 bucks. read more

The cashier daisy should not be working here she just seems so unhappy , when you go to the register she dosent even say hi , she didn't even say thank you , good bye read more

I love this store, specifically this location. I've been to other locations but this one is closer, organized and I always find parking. Every time I visit I get really good deals. They are always having sales especially in the kids section, which is a plus for me! read more

Had a blast shopping at this branch. One of the employees was remarkable. Her name is Jen. She was very helpful and very efficient. She knew the store very well. I was looking for an item that I saw online and she knew exactly where the item was. Very commendable. When I went to the cashier, Leslie and Angela also gave amazing customer service. Will definitely go back. Thank you Jen, Leslie and Angela! read more

This store is extremely messy. Came to check out their children's clothes and it looks like children take care of the section, meaning it's a mess and not taken care of. Clearly corporate does not check in on this store. And for customer service, beyond rude!! Not a welcome in the store, and I had to move out of the way for an employee to continue their conversation with another employee. Oh and the best part, while I was taking the elevator to the 2nd floor, smashed cardboard boxes were left inside. read more

Love this store! its quite big as well with a wider selection than what they have in the retail stores. The customer service is awesome as well! read more

Usually shop here a lot and I love coming to this location. However, recently I haven't been satisfied with the customer service. The young female didn't really show that much interest in helping me but she was nice. The other time, a young man didn't even bother nicely folding the clothes he just jammed everything in the bag. Overall, pretty decent store I just think it needs an improvement in customer service. read more