H&m

kaylakat

hi

has anybody had problems exchanging items in H & M. I received a pair of trousers which are in the sale with no receipt and tried to exchange for smaller size which they did not have so I have tried to see if i can exchange for something else and pay the difference but they have refused saying no receipt no exchange for sale items. The sales lady said they had some stock at another branch in Oxford street but it was too far for me and I had asked if they could order it in but she said its not store policy
i have emailed their customer service who said its at the discreetion of the store on what they do.
However last week they relented


And sent me this



Thank you for contacting us back.



We can confirm we have just spoken with a floor manager at our New Changebranch.



She would like to offer her sincere apologies to you and confirm that youshould have been given the chance to exchange your item even without a receipt.



We would like to inform you that we have passed your feedback to the salesadvisor and we will make sure that she will be given additional training inregards to our exchange policies.



We would kindly ask you to visit our New Change branch at your earliestconvenience so you could have your cord trousers exchanged.



Please be advised the floor manager's name is Nayara and she confirmed shewill inform all the store staff that you will be visiting the branch soon.



We are sorry for the inconvenience caused and would like to thank you forall your patience in regards to the matter.


Kind regards,

H&M Customer Services





Only for me to go in today and for the store manager to sayno to an exchange and that customer service cannot speak on behalf of eachstore

I mentioned that the store manager was expecting me and wastold that she was the store manager and was never contacted. I even mentioned Ican bring the email in but she said it makes no difference and that the subjectwas closed



I felt terrible and so embarrassed as this happened in frontof shoppers and was made to feel like was a thief when all I wanted was toexchange the trousers for other items as they did not have my size and pay thedifference



So what do you do? As they won’t budge and I am withtrousers that won’t fit..incidentally I have rung oxford street and cannot findmy size and customer service has tried to locate at other branches closer to mewith no sizes as well L
k

bod1467

Was the manager you spoke to called Nayara? (The email says FLOOR manager, you say you spoke to the STORE manager).

Fire_Fox

You have no legal right to an exchange much less without a receipt, the problem is with you if you didn't try the item on and then lost the receipt.