H&M Store Refuses Exchange For Defective Pants Without Receipt
On December 9, 2026, I purchased a pair of pants from the H&M store located on the ground floor of Bodrum Midtown Mall. After normal use and washing the item only twice, a noticeable discoloration appeared in the form of a long vertical line on one side of the pants, making the product clearly defective.
About four months later, I returned to the same store to request an exchange due to this defect. However, I was told that I must provide the original receipt, and since the purchase could not be found in their system or linked to the app, they could not proceed with any action. Despite this, I do have official proof of payment via credit card showing that the purchase was made at this exact store and date.
When I contacted H&M through other channels, I was told that this issue must be handled by the physical store and that the central or online teams could not assist. Meanwhile, the store insists they cannot find the sales record and refuses to take any action, leaving me stuck in between. It is unacceptable that, despite having valid proof of payment, the purchase record cannot be found or processed.
I request that the transaction be identified through the system, and if necessary, that a duplicate receipt or proof of purchase be issued. I also demand that the store be authorized to proceed with an exchange for the defective pants. I expect H&M to act in a solution-oriented manner instead of redirecting customers between departments, and to resolve my issue as soon as possible.
