H & M Hennes & Mauritz
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Ordered a dress online with discount…
Ordered a dress online with discount and wanted it in large instead of medium. Called H&M customer services to check I could swap it in the store. Reply yes no problem. I said can I do a straight swap as don't want to lose my discount/points (It was a £5 H&M discount). Reply yes no problem. Dress not in stock yet at Stevenage so drive to Luton store. Store refuse to swap the dress and say they have never swapped online purchases. Call H&M Customer Services whilst still in store. Told store can swap the dress and they don't understand why they aren't doing it. I'm paying for the call. I pass phone to cashier ....cashier says we don't swap online purhcases. Customer Services continue to say they can...charges...petrol.....phone call...most idiotic policy in retail ever and store and customer services seem to work for different organisations. Came home and returned the dress which I could have done in the first place if I had not been told I could swap it in store. Such a shame as some nice clothes but completely put off from shopping here.