Disrespecting staff members

I bought a pack of underwear for my husband as a birthday surprise gift at H& M Eastrand Mall, when I get home it was not a right size since we didn't open the package he decided to go back to exchange the size..the branch manager and staff member were rude to him and to my disappointment he came back without the item and no receipt according to him branch manager said he will keep the underwear and give it to his brother as my husband is saying is not the right size because there is no way he can do exchange for him. It's so disappointing I always loved H& M but from this day on I will never buy anything from them ever!!!