H&M Sent the Wrong Bag and Refused to Replace It, Citing a Barcode Error

On December 12, 2025, I placed an order through the H&M mobile app for a jacket and a bag as a gift for my niece. The items were delivered to her today, and when I saw the products, I realized that the bag was sent incorrectly. Because it was a gift, the person who received it did not even know that the bag was the wrong one. When I contacted H&M customer service to report the issue, I was told it was a barcode error, and no real assistance was provided regarding a return or replacement. A system that places full responsibility on the customer for even the smallest mistake during payment should not dismiss its own error so easily by calling it a “barcode error.” I do not accept this mistake, and I also find this approach—treating the customer as if they don’t understand—completely unacceptable. My request is very clear: the incorrectly sent bag should be replaced with the correct product at no cost, with no additional fees, and the correct bag should be sent to me. Since this mistake was entirely caused by H&M, I expect both my inconvenience to be resolved and a clear, satisfactory explanation to be provided regarding this situation.