On December 1, 2025, I ordered a 2-pack zippered baby jumpsuit pajama set for my baby from H&M’s online store in size 62 (2–4 months) and Pink/Hearts color at the discounted price of $18. The app stated that the product would be shipped within 5–8 business days, but despite this, my order status remained “preparing” for 10 days with no progress.
On December 10, 2025, I called customer service and explained the situation. The representative I spoke with said the issue would be resolved. Shortly after, I received an email stating, “We are happy to inform you that your report numbered 0122076181 has been resolved,” and I genuinely believed the problem had been fixed. However, just a few hours later, I received another email informing me that my order had been canceled because one or more items were out of stock and could not be delivered.
After this, I tried to purchase the same product again and saw that it was listed as in stock, but this time the price had increased from $18 to $28. Keeping my order on hold for 10 days, canceling it due to an alleged stock issue, and then increasing the price while the product is still available is behavior I never expected from a major company like H&M. Even after contacting customer service again, I was not offered any solution and was left to deal with the inconvenience on my own.
Ultimately, my original payment of $18 was refunded. I don’t understand why I am now being forced to pay $10 more for the exact same product. If the order was going to be canceled, this should have been done on the first day when the item was supposedly out of stock, or my order should not have been left pending for 10 days. Additionally, receiving an email stating that the issue was “resolved” after contacting customer service was highly misleading.
My expectation from H&M is that you allow me to repurchase this product at the original price of $18 that I paid in my first order and provide a solution that reflects the standards of your brand for the inconvenience I experienced.
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