Terrible customer service & management!!!!
by Chris T. - Posted Mon April 23, 2012 @ 2:48 PM
I went to the H&M store at Beachwood MAll in Beachwood, Ohio. I wanted to purchase a sweater but there was a snag w/a small hole in the back. I asked a girl working there if they had any others since this appeared to be the last medium. She said they did not have more but that she would give me 10% off this one and that I could not return it then. I said no that it was not worth it to me and then she quickly offered me 25% off. I again said no, that the damage to me was to much and just asked if she could call the next closest store and see if they had any. She called the H&M store at Westfield Southpark mall in Strongsville, Ohio which is about 30-40 minutes from my house. They said they had one and they were holding it for me. I ran out the next day, I was in a hurry because I had to get ready for the event I was wearing this at in the next couple hours. When I got to the H&M store at Westfield Mall, a girl helped me and got the sweater hanging from behind the counter in a cupboard. To my dissapointment, as soon as she handed it over I noticed a large snag on the front & a black smudge on the sleeve. I was so mad because they didn't have any others and I felt that they should have had the decency to have told the girl at the other store the day before on the phone that yeah they had one but iot was damaged. If I had known it was damaged, I would have had the girl call another store or just looked for something else the day before when I had time. So, realizing the situation I was in, I stood in line and Andrew helped me. Before I said anything he told me that he was the one who held the sweater for me. I told him that he should have let us know that it was damaged & I pointed it out to him. Again, he started w/he could give me 10% off. I asked for the 25% off that the girl offered me the day before for the other sweater w/similar damage (but not even as bad or noticeable as this one!), and the fact that I drove all the way out here! He said he had to talk to the manager. He came back and said he could only do the 25%. I then asked for the manager because this was not right. SHe came, her name was Kelsey, She insisted there is no way she could give me 25% off. I went over the whole story w/her and her response was, "we are a different store and we do things differet here then the other store so you are not getting 25% off, and besides I don't even think it's that noticeable, so that is why we did not tell you on the phone." I was in shocl and awwwe and this point. I just said, "what, you can't tell me that you don't notice the damage, your eye is drawn right to the snag and black mark." She just looked at me and smiled, so realizing my situation, being in a pinch and she was not doing anything, I asked for her name & said I would complain because this is not right. I figured I would just try to cover the damage with a scarf or something, only because I was in an extreme hurry & that was the only thing I could do at that point. SHe gave me the 10%. That was my 1st time in an H&M store and nothing so far has been done to ever make me want to go back.
Give me a gift certificate or something for at least the 25% off that was offered by the 1st store and something for all my trouble and having to deal with the attitude of the manager and driving 30 minutes out to go get a sweater that was damaged and essentially being put in a position to have to purchase it because I was under time constraints and trusted the people working there that when I got there to get the sweater it would be fine.