I've shopped at H&M many times and it's mostly been fine. Not overly helpful but I usually know what I'm looking for so no big deal. But this time
I went in 2 weeks ago and grabbed a cute kids shirt for $4.99. When I got to the register it rang up $9.99. The cashier told me I had the wrong shirt. We walked over to the rack together and all three shirts within the collection on the sign were coming up $9.99. She said the $4.99 shirt was misplaced. She asked a worker I'll call "J" for help. I could tell when J walked over, there was zero empathy for my $5 crisis (which is cool
if it's not your job to care about such things.) J said there was no $4.99 shirt in that specific collection. I misunderstood and asked if it was available online. He said, "NO it doesn't exist." Got it. I asked if they would honor the price shown. J said no because customers put things in the wrong place. I pointed out this was obviously not the case, it was apparent the signage was wrong if there wasn't a shirt available for that price anywhere. J yanked the sign down, said something like "no, not anymore" and walked away, muttering something I couldn't make out. He did not return.
I called H&M customer service and OMG. I was asked for a detailed email, pics of the signs and assigned a case number. I sent the information and didn't hear back from anyone. I called today to follow up and was told corporate is unable do anything because of Covid. She mentioned contacting the store since they would have received the "feedback" by now. I asked for the store managers name and store number- the representative didn't have that information. The number for the Quail Springs location I found online is disconnected.
Y'all, I swear this is the most Karen review you'll ever get from me. Life is hard and I'm all about grace- I'm truly not one to get hot over $5....BUT the customer service was RIDICULOUS. I worked in retail for 20+ years and this incident is so inconsistent with most experiences that I had to share. Hopefully H&M will step up their retail training in the future, take customer feedback seriously enough to send a basic response and invest in some landlines for their stores. For now H&M and I are officially on a break #gapwontdomewrong read more