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ComplaintsforH&M - Stonebriar Centre
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Complaint Details
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Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of jeans on February 14, 2022, from the H&M store in Stonebriar Centre. I could not try the jeans on before purchasing them because the dressing rooms were closed because of COVID. A sign posted outside of the dressing room encouraged customers to just buy the clothes, try them on at home, and go through a hassle-free return process if needed. So, I went to return the jeans today, February 16, 2022, and the store would not accept the jeans and give me a refund because the size on the jeans was different from the size on the receipt. Somehow H&M's failure to properly inventory its products such that the size on the receipt matches the size on the product became my burden. Moreover, the bottom of the receipt reads: "We're updating the sizing on select styles. As a result, some of the sizes shown on your receipt may differ from that of the physical items purchased." I pointed that language out to the manager and suggested that's probably the reason for the discrepancy - something I have no control over. She just shrugged and said there's nothing she can do. After the store refused my return, I called H&M Corporate hoping someone with two brain cells to rub together could do something since clearly the store manager could not. I was told corporate also could do nothing about it - only the store could. Somehow H&M Corporate has no control over the stores it operates. Make that make sense. So now I am left with no resort but to file this complaint with the BBB.Business response
04/27/2022
Business Response /* (1000, 7, 2022/03/17) */ There are multiple numbers that are present on the receipt that are verified by the store team during a return. The receipts also show product numbers. The sizes may vary, but the product number does not. The product number is printed on the label inside of the jeans, on the price tag and the receipt. The product number of the jeans he was returning was not listed on the receipt. Also, if there is a variance in the size listed on the tag versus the receipt, it will vary consistently in the system every time. Meaning if we scan the jeans and the tag says 32, but the receipt shows medium, it will appear on the receipt the same way every time. Scanning the label did not show a variance on the screen that matched anything on his receipt. Consumer Response /* (3000, 9, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Really not sure why H&M passes their mistake on to the customer. Rest assured, I will not be returning. It makes absolutely zero sense why I should face the cost of H&M's failure to properly inventory. I am not sure what universe they think we are living in, but there's no conceivable way I spit out a pair of jeans and incorrect tag to return to H&M.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.