I Got Stained Items Back After H&M Rejected My Return Without Proper Inspection

I placed an online order from H&M and received five items. Since three of them didn’t fit, I followed the usual return process and sent them back. To my shock, H&M rejected the return for two of the items, claiming they were “dirty.” They sent them back to me carelessly—stuffed into the same packaging I used, without protection or proper folding, and with the package half-open. I’ve been a loyal customer for five years and have returned items before without any issues. I always follow their guidelines and return items in pristine condition, with all tags attached. This time, while both rejected items still had their tags, I did notice small stains—but they were absolutely not caused by me. Whether the problem originated with H&M’s staff or the shipping company, I can’t say.

I contacted customer service immediately, asking them to investigate—especially by checking any security camera footage that might show how the returned package was handled. I never received a response. Now I’m stuck with two unusable items that don’t fit, and I’ll likely have to throw them away. I feel completely disregarded and out of pocket.

To make things worse, I’ve bought numerous items from H&M in the past that faded in color after only a few washes—but I never complained. I let it go. This time, though, I’ve lost money on items I couldn’t use or return, and I received no support or even basic courtesy. I’ve had enough. I will not be shopping at H&M again, and I urge others to think twice before ordering online from them.