I'm going to try to keep this short, as otherwise it'll turn into a mega-rant! H&M have annoyed me several times now for different reasons, so inspired by Mary Portas, I'm going to stop shopping there and this is why...
Online, the shopping experience could be improved...
Their site isn't the greatest in terms of navigation, ease of use or being able to find and view what you want. The range is also limited, there's much less available on there than in stores. These are only minor gripes, my main issue is the process for refunding something you've ordered online...
Today, after taking a couple of items I'd ordered online back to my local H&M, I was told I could only have a credit note. Excuse me? I'd read on the order note that came with my package that I had 28 days to return the items for an exchange or refund and I was able to do this by post or in store. It was rudely pointed out to me that on the reverse of the order note there are some additional terms which state returns in store will only be exchanges or credit notes.
Firstly, they don't make this clear enough on the order note - why state you can take the item back to a store right after mentioning you have 28 days to get a refund, without explaining a store won't actually give you a refund. I think it's very misleading to only include this information on the other side of the delivery note - I've read the section on refunds, how would I know there's also some secret information hidden on the other side?
I know shops don't have to offer refunds if you've simply changed your mind, and other shops like French Connection only accept online returns back by post, but whatever the policy is, it should be clear!
In store I've found the staff to be rude and unhelpful...
Now I'll start by saying I'm referring to one store only and two members of staff I've encountered - the others may well be lovely.
As mentioned, when I went to get a refund today, I found the member of staff really rude and condescending when she explained I could only get a credit note. There was no sympathy or apology, it was almost as if she felt like she'd got on up on me! She pointed out where it was stated on the order note that I was wrong and that was that. I told her I thought it was misleading and that I'd come to the store especially to get the refund because of what I'd read on the front of the delivery note, but she couldn't care less. After I asked to speak to the manager she wandered off, barely acknowledging me, so I decided I wouldn't bother waiting for another person to come and patronise me, I would blog about my anger instead!
The other experience with a H&M staff member was before Christmas. I was queueing to pay and there was a girl with down's syndrome in front of me. In front of her was another lady waiting to pay, we'll call her scumbag1. After a minute or so, another woman (scumbag2) comes to join scumbag1. She has literally armfuls of stuff and clearly intends to jump the queue. I see her look at the girl infront of me, she sneers and then whispers to scumbag1 who turns round to have a sneer and then both scumbags whisper and giggle.
I waited for sumbag1 to pay, then scumbag2 starts putting all of her stuff on the counter. I went over and explained I'd seen her jump the queue and as she clearly wasn't paying together with scumbag1, she needed to queue like everyone else. Cue loads of abuse from scumbags 1 and 2. The shop assistant just stood there like it wasn't happening and left me to deal with it. She could have called over a colleague or manager to help, asked the scumbags to leave the shop, called security, asked everyone to calm down, anything, but no, she just ignored it all.
Eventually the scumbags were shamed into clearing off and I helped the girl in front of me up to the counter with her stuff and apologised to her for the silly row she had to witness. Her Mum, who'd been over the other side of the shop came over at this point and thanked me for sticking up for her daughter.
Maybe the SA didn't see what happened with the scumbags, and I can't have expected her to, but once what had happened was pointed out and a row was breaking out on the shop floor, is it really acceptable to just ignore it and let it happen?
The sizing is whack...
Whack - not a word usually found in my vocab, but it seems fitting here. H&M sizing makes no sense to me at all. It's so varied it's ridiculous. I've thought for a while that their sizing comes up small having been unable to zip up a pair of their size 16 trousers recently, despite owning lots of stuff from there in a size 14.
When I ordered online for the first time, I bought a top in a size L (which although not stated online, was labelled a 14 when it arrived) and it fit me fine. I also got a skirt, and due to having had size 16 trousers come up small before, I ordered an 18 to make sure it would do up and wouldn't look tight either. I don't own anything else in a size 18, only 14s and 16s, but when I tried on the skirt, it still wouldn't do up! Seriously, do I need to buy clothes 2 - 3 sizes bigger in H&M than every other shop on the high-street? Forget it!
So, inspired by the queen of shops, see you later H&M. Let me know when you've sorted yourself out.