Britt M.

Ordered a jacket for my husband late October that was too small. Due to hustle and bustle of the holidays and school, I just got around to exchanging it last weekend. Went to one mall that did not have the correct size so we went to get store credit and order it online (which had his size). Because we were past the 30 day return policy, we could only do in store exchanges. They don't give store credit. We could not order the correct size online with store credit. WHAT. I'm literally saying I will still give you my money, I would just like the correct size that is not currently in your store.

I researched where I could find the correct size at another local store. I called to put it on hold (that was a nightmare in and of itself). Like other reviewers have said, it's a huge center that takes care of your call. They say that have it all set up for me (after a few calls from me) and they go to transfer my call to the store. After 5 minutes of waiting, my call gets dropped (total of 30 minutes on the phone working on this so far). I call back, explain, they transfer me to the store. They get my information, confirm everything and continue to ask which mall I'm calling from...? Eventually I clearly communicated I'm just a normal customer, not another mall.

I go to exchange and pick up the jacket today, and it's not even the correct size. The store did NOT have any jacket my desired size because apparently they don't even carry jackets that large (which online using the 'find in-store' said they did have them).

Terrible policy, I just want a correctly sized jacket, and at this point I would prefer to not even support H&M financially.