H&M Shocking Customer Service from Sandton City Branch as well as from Head Office

Shocking service from H&M Sandton City as well as from H&M head office. See email conversations between head office and myself below. Needless to say, the issue was not resolved …

My email: Jan 22, 16:27 SAST

To Whom It May Concern

It was my nine year old daughter's birthday party on Sunday 19th January.

Today (Wednesday 22nd January), I exchanged clothing at Woolworths Sandton City, Cotton On Sandton City and Jam Balfour Park.

Because all of the clothing items each still had their tags attached and had never been worn before, all three stores allowed me to exchange the clothing for other clothing/ gift cards, no questions asked, even though I did not have a receipt for any of the items to present (they were gifts).

The only store that would not allow me to exchange the clothing (which had never be worn before and still had its tags) was H&M Sandton City.

The staff were extremely arrogant and rude, even when I explained that I did not have a receipt for the clothing items, as they were gifts that had been given to my daughter. The staff informed me that this is their policy and the cut off period of when they 'allowed' clients to exchange items without issuing a receipt is 'over'.

My question to you is, why did the other stores gladly accommodate me (in a friendly and professional manner) when exchanging my unused, tagged clothing, whereas H&M refused to do so in an arrogant manner?

Looking forward to your feedback.

Regards,

Ilana

H&M head office email:

H&M Customer Service (H&M South Africa) Jan 24, 14:50 SAST

Good day Ilana,

Thank you for contacting H&M Customer Service. We trust that this e-mail finds you well.

We really sorry to here that you had a bad experience in our Sandton City branch. Please be advised that we have escalated, your feedback regarding the staff attitude to the Store Manger.

In regards, to all returns and exchanges H&M does require a original or gift receipt. As the team mentioned, our extended gift return period ended on the 15th of January 2020.

We are still willing to assist, however we will need the details of the original purchase. This way we are able to reprint the receipt for you, to use to exchange in any of our stores.

Please send through the following at your soonest convenience (Date, time, store and total transaction amount).

Hope that the above information has been of some assistance. We are available from 9am to 5pm, every Monday – Friday for your convenience.

Kindest regards, H&M South Africa

My email: Jan 24, 15:53 SAST

It was the two women working at the till who were rude.

I don't know the date, time, stores and total transaction amounts for the different items, as they were 'gifts' given from the parents of the children who came to my child's birthday party. And it would be rude for me to ask for those details from them.

What kind of policy is this??

It is for this reason that the other stores allow one to 'exchange' one item for another (should that person not have a receipt), because most of the items that people return without a receipt are gifts that were given to them.

H&M head office email:

Request #8849: How would you rate the support you received? H&M South Africa <***> Wed, Jan 29, 12:03 PM (19 hours ago) to me ##- Please type your reply above this line -## Hello Ilana, We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below: How would you rate the support you received? Good, I'm satisfied Bad, I'm unsatisfied