H&M Staff Negligence

I am extremely disturbed regarding an incident that has caused significant inconvenience and embarrassment, both to myself and my employee, following a recent purchase at your Table Bay Mall store.

Approximately three weeks ago, I visited H&M at Table Bay Mall with my child and purchased several items of clothing. When we later took the items out to use, we noticed that one of them still had a security tag attached.

Due to my schedule, I asked my employee, Nina, to take the item to the nearest H&M store to have the tag removed. She visited your Canal Walk branch, where she was not only refused service but was interrogated, humiliated, and asked to leave the item behind until a security investigation could be completed—all because she did not have the proof of purchase on hand.

I was only informed of this incident two days later and was extremely disturbed by the way it was handled. I intend to visit the store personally to address the matter and obtain the details of all staff involved.

I would like immediate clarity and action from your side on the following points:

Negligence by Cashier at Table Bay Mall:

Why did the cashier fail to remove the security tag at the time of purchase? What internal action or accountability exists within your company for such an oversight?

Security Protocol Failure:

Why did the security tag not trigger an alarm when we exited the Table Bay Mall store?

Who were the security personnel on duty that day, and what procedures were followed?

Incident at Canal Walk Store:

Why did the security tag not trigger any alert when my employee entered the Canal Walk store?

If it did, what action was taken by the security personnel on duty?

Moreover, why was my employee not treated with professionalism and given the opportunity to contact me or provide follow-up proof of purchase?

Lack of Item Receipt/Confirmation:

My employee was required to leave the item at the store but was not issued any form of proof or receipt confirming that the item is in your store’s possession. This is unacceptable.

I now have neither the item nor any documentation of where it is.

The handling of this issue has been unprofessional and disrespectful. The situation could have been resolved easily and respectfully, especially since we were trying to rectify a mistake made by your own staff. Instead, it has escalated into a matter of public embarrassment and potential legal concern.

I expect your head office to contact me directly and urgently to resolve this issue. Failing that, I will be left with no choice but to consider appropriate legal action and to publicize this experience through the relevant social media and consumer platforms.

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