I Face H&M Defective Trench Coat And Refund Refused Twice

On March 16, 2026, I purchased a green trench coat through the H&M mobile app. When the product arrived, I noticed visible tears, stains, and poorly stitched, uneven pockets. Despite the product being clearly defective, my return requests were rejected twice, and the item was sent back to me each time.

After speaking with a customer representative via phone and email, I submitted a second return and specifically included a note stating that the belt of the trench coat was missing. However, when the product was returned to me again, this time there was a note on the package saying “belt missing,” and the issue was still not resolved. I was not provided with any case or request number regarding my complaint, and no concrete solution was offered. Instead, I am being expected to accept a clearly defective product.

I am requesting a full refund for this defective trench coat. In online shopping, especially when defective products are involved, I expect the return and refund process to be handled properly and without complications.