H&M Refused My Return Due to Their Incorrect and Delayed Order Update
On October 29, 2024, I ordered several items through the H&M mobile app (Order No. 63591560051): Loose Fit T-shirt (1003662002005), Regular Fit Felt Overshirt (1227148001005), and Coolmax® Loose Fit T-shirt (0948441025005). The order was delivered via Yurtiçi Kargo on October 31. As the size of two items (Loose Fit T-shirt and Regular Fit Overshirt) didn’t fit, I decided to return them.
However, the order status on the app didn’t update to “Delivered,” preventing me from initiating a return. I contacted H&M customer service on November 14, and they assured me this delay wouldn’t affect the return window. Trusting this, I waited for the update, but it never happened. When I contacted them again on December 1, I was told the return period had expired. Despite my earlier call and their incorrect guidance, they refused to assist, dismissively advising me to pursue legal action.
Due to H&M’s negligence and miscommunication, these items sat unused at home for a month. It’s outrageous that they don’t allow store returns and dismiss customers with inaccurate information. H&M, take accountability and resolve this immediately. This treatment is unacceptable.
The brand reached me through a law firm. They called me a lot before, but I didn't answer. The brand, which condescendingly said 'take legal action' before applying to the Consumer Arbitration Committee, is now stating that they will refund me if I withdraw my complaint. Advice for those experiencing a similar situation; pursue your rights to the end in institutions like the Consumer Arbitration Committee.
