Very bad experience when visiting the store on Thursday. :( I travelled specifically to the store to find an item, which was said to be in stock on the H&M app (not the orange "low stock" status, but the green one). Upon arrival in the shop's ground floor, I asked an advisor where I could find the item - she was barely polite and told me that it was easy to find it, I just needed to look for some specific info in the app and go to an aisle she briefly indicated to me from afar. I went there and look for the item but couldn't find it. I then asked another advisor, who was in the aisle and she told me right away that the item was not available and that what's written on the app is inaccurate, the item is no longer in store. I felt that it was probably not true and that she just wasn't keen to make any effort to help me (isn't that an advisor's primary role?!), so went back to the initial advisor. Slightly irritated, the latter bluntly told me again it was easy and that I should ask someone in the aisle there, which I had done. She told me to go there again and look for the item, that she couldn't do anything for me... Great! Slightly annoyed and feeling that I was losing my time and energy with advisors who were not keen to help, I asked a till advisor. She kindly indicated another area (sales area) and told me if I couldn't find it there, I should check in the fitting rooms. I first went to the sales area - it was a complete disaster/mess! See pictures attached... I then went to the fitting room and the advisor there told me right away that I would never find this article on the GF but on the 1st floor instead (glad to see an advisor was actually here to help!). After looking for the item by myself on the 1st floor, I finally found the item there, phew! Although the store may seem beautiful at first, the quality of service isn't good and some aisles can be a mess you don't want to stick around...

Brightly lit store with colourful clothing and plenty of sales as low as £2 for a dress or trousers. Nice ambience and selection of classic songs while shopping. Shop kept cool and well ventilated. However queues can be long with few staff.

I have to share an experience I had at the H&M store. My mom and I were carrying insanely heavy bags as I’m moving in and we bought lots hot homeward throughout the day. H&m home was the last store we visited that day, and so we asked the manager where the taxi stand is. The manager helped us order an Uber and called taxi services from her own phone. And after securing an Uber for us, she helped carry our bags all the way there. If you’ve been to Westfield you know how far that is. So once again thanks to all the H&M home Westfield white city staff!

there was a really long queue just because the workers ignored the fact that self checkouts were blocked. I definitely won’t be going back because I’m not willing to spend 10 minutes in self checkout queue just to find out it doesnt work and then another 10 mins in the normal queue.Also there was only 1 cashier while other workers were just going around the shop doing nothing. Really embarassing

I was served by an associate called Rachel in Stratford Westfield store around 8:00 pm. Extremely poor service and rude behavior towards myself as well as her own colleague. No professionalism as she was shouting at her colleague for no reason in front of a queue and it felt like she was humiliating him purposely. She continued with this behavior towards myself and i felt uncomfortable with her service. I love the brand and has been a regular customer but this experience has made me never come back to the Stratford Westfield store again.

I was looking for some trainers as wearing heels all day, I needed some trainers to rest my feet. My friend and I asked this lady with a face mask and a pair of gloves (didn’t get her name) who was working by the changing rooms for some trainers. I looked on the app and in the store website for these particular trainers but I couldn’t find them on the shop floor and I asked her if there were any and she said she’d check the stockroom. Waited around 10 minutes for her to come back and tell me but she didn’t. We looked around found her at the changing rooms. She said she didn’t find it. But take this, she didn’t even take the item code and take a more closer look at what I had wanted and I understand retail workers are busy especially during Christmas. However, why did she think it was okay to continue walking back and forth in front of us and then tell us she didn’t find any and on top of that tell us this herself than us looking for her. We didn’t see her at any point attend to the staff room so we were suspicious she even went into the stock room. Terrible service and terrible lady.

Huge store with a pretty good range including sports wear. Staff are very laid back especially those who work the changing rooms. Queues can be super long if you go on the weekends or during the busier hours.

The best h&m, I love it so much has a wide selection even their Oxford Street store doesn't seem to have as much. The only thing is the fitting rooms. They're awful. no doors and the curtains barely close leaving chunks to see out/in. lots of metal parts so you can see reflections of people as they change even with closed curtains. The curtains are short so everyone can see under. It's mind boggling why it's so badly designed

Great prices compared to other brands. Decent quality and they clothes will last. Another bonus is that you can get loads of discounts if you know where to look. H&M never disappoints

Staff were so incompetent. Asked a guy for help finding a dress, the guy then passed me onto some woman who told me they had the dress and just pointed to a general area and said go find a colleague over there, so I started walking over there and there was no staff in that section. She ended up following me to the area and then pointed out the dress. Turns out she gave me the wrong dress despite me giving her the item code. Terrible experience.

Nice store. Large. Good selection of items. Zainab served me really well, thank you!

Disappointment, I went to buy something but I found little choice regarding jackets and shirts, then many clothes were wrinkled and dirty, like the shop...

It's indoors westfield shop but must say is cramped up clothings downstairs are out of order needs to organise more especially on sale time price wise ok , some clothing are dirty from when people tried them up with makeups just not good is

Westfield W12 is always the place to be. Vast variety and larger than life. Brilliant store that is well lit and easy enough to navigate. Due to popularity, the till points are always busy but the staff are really efficient and waiting times are kept to a minimum. Ideal for the shopping trip with a clear focus in mind.

Today I visited the H&M store situated in Westfield of white city Shepherd’s Bush station. I was looking between the clothes in sale in the kids floor on the third when I found some good items but without the sale price so I’ve asked a sale assistant in the store to clarify for me if they were really on sale or not. However the girl that was helping me she was very RUDE an ANNOYED by my questions. On the top of that once I finished and I was leaving the store I found her talking bad about me to her other colleagues in a very disrespectful way. I felt soo bad and upset I did cry while I was leaving. I didn’t do anything wrong to her despite just asking her the price of some clothes. First of all should be her job to fix the clothes put the right price on the stuff ,secondly should also part of her job to answer at normal questions if any customer wants to ask her. I have to say that she has been treating me like that maybe for some racist issues she has . I didn’t think that H&M had this type of employee without any manner at all . I will never visit that store again and just a simple advice to the HR team of H&M choose well your employees please.

It’s alright but what is it with the lack of support from sales workers when you literally ask for help? I visited from far away for opening time since the app said they had an item I wanted and when asked if they had it in the other colour I was told to look again where I picked it up from, like of course I’ve already looked? I’ve worked in retail so know for well it would’ve just been in the stockroom but of course asking to check would be too much to ask for!

The queue at cashier not moving coz only 2 cashiers working. Just yu get an item the wait is like more than 40mins. Ridiculous. This the reason why a lot more customers are going online to buy things when big shops like that poorly managed

Good brand, good quality, moderate price

Massive shop, biggest H&M I've ever been to. Great selection of clothes at very reasonable prices.

The blonde girl Katherine who was on the kids floor on Saturday is the most helpful and kindest soul! Helped us find exactly what we were looking for and helped us getting 10% off our purchase! Very kind and so friendly! Excellent customer service from her

Very very bad customer service. I contacted the H&M customer service to check if my size from a top I bought online is Available so I can come and exchange it before coming all the way from chingford ( east of London) to westfield white city ( west of London). They confirmed they don’t have my fit size in Stratford Westfield ( east of London ) but they do have plenty of sizes of the top I wanted to exchange only in Westfield white city. I wasted my time and money coming all this distance just to be told that H&M white city store has no single piece of my top!!! They told my with pride that we have problem with H&M customers service team and miscommunication and that we can’t help you with this!!! Such an woeful thing to underestimate people’s time & circumstances (especially as a mom) and then saying sorry we are separate from H&M customers service and that this isn’t our fault!!! Can’t express my self enough cuz I was and still so frustrated. Bad service.

Adore H&M - always my go to fashion retailer for fabulous, on trend, up to date high Street styles. Excellent value for money, affordable prices and even better sales. Thank you for always coming up trumps when I'm in need of a new outfit. 1000 stars 💋

An employee called Luna was very helpful and gave us the best customer service, she really helped me choose an outfit I was very in decisive with. Also she was very patient with me did not rush me and I really appreciated it. Ps Luna if u see this I bought the green top😂❤️

I always get children’s football/active wear here, easy to wash and non expensive. There’s a membership 15% off in store and online right now but be aware they don’t actually apply the discount at cashier, they will try sneak in the full prices. Remember to ask for it if you are eligible to it. The best way to check is to scan the item barcode with your own phone on H&M app and see if you get the discounted price, if yes they won’t be able to dodge it.(Not sure why the cashier I got was trying several times to refuse the discount, it’s their own promotion that’s advertised everywhere in the store? and my H&M app clearly shows a discounted price for the same items?)

I view going into H&M as a bit of an adventure, you never know what you are going to find, but usually there is something, even if it's not what you originally wanted. Yesterday I found two pair of trousers, last week I bought a gorgeous pink jumper for winter. The quality of some of the clothing isn't always up to my exacting standards (I just bypass those), but having said that I have several items in my wardrobe that I've had for years, and that I'll love forever. One dress, that I bought about ten years ago, is still going strong. So, whatever your age I'd say go and explore H&M, I'm sure you'll find something.

What an amazing experience! Staff was super friendly. Will definitely come back!!!

We used to shop at the store on a monthly basis, but my wife's phone got stolen, and when she asked to see the cameras, the staff told her that it's only allowed by the police, when we did a police report. We got this message from the assigned officer: "To inform that despite several attempts, I was unable to retrieve cctv from the store where your phone was taken." We just won't feel safe again shopping at the store, knowing that if anything happens inside, we won't be able to track down the person who did it!! We will try to shop online and be extremely cautious when we pick up or return our items.