If you want to hear about the horrendous customer service I received in the last 24 hours dealing with H&M, give this letter I sent to their head office a read. #H&M Hello, I have recently been trying to locate a specific item from your company and have experienced some of the absolute worst customer service I have ever encountered. I went to your London location to which I was informed the colour in the jumper I was interested in purchasing was sold out. I asked the associate if I could order one in the specific colour and size I was looking for to the London store, fully willing to pay in advance. I was told this wasnt an option. I then asked if I could order it online, I was told that too was not an option however if I had friends in the US, I could have it shipped to their address then drive across the border to pick it up. I explained this was not a reasonable option, that I must leave the country to pick this item up, let alone the fact that I would like to have it for an event this weekend on November 29th. Following these two nos I then asked the associate if he could advise me as to when the store would be receiving this item back in stock, to which again I was greeted with another no. As I was determined to somehow find a solution H&M could possibly offer, I called the London store that night shortly after leaving it empty handed. I spoke to a girl on the phone and asked if she could advise me as to which stores were closest to London Ontario. She gave me misinformation telling me that Waterloo and Windsor were the closest locations. I asked if she could check the stores surrounding London to see if they had the particular item in stock to which shockingly, I was told No. Again, being forced as the customer to try to find some sort of solution, I asked if she could call the Waterloo store for me to see. She told me she could, then spoke to a fellow co-worker who pointed out that evidently Waterloo and Cambridge have different phone systems than London and as a result, she was unable to call them. I asked if she could somehow manage to call the Guelph location and she advised me she would but I had to call back to find the answer. A half hour later I called the London store back once again and was told the Guelph location had put the item on hold in my size and in the colour I was looking for, finally I felt I was getting some sort of assistance. I also called the Cambridge location as I had an acquaintance in Cambridge who would be willing to pick the item up for me and ship it to London. I called this location (incurring long-distance charges in the process) and spoke to an employee who did not know the item I was referring to. She asked her Visual Manager who gave her misinformation that was then given to me. I was informed by these employees that this item is extremely behind schedule and no stores had yet to receive it. I then advised her that two locations, London and Guelph, both have the item however London had the wrong colour and Guelph wasnt as convenient a location as Cambridge. She then retracted her comment and told me that their store in particular had never received it. (I called back today and spoke to another individual who advised me they had the exact item I was looking for, however not in the desired size) So today, one day after the above mentioned incidences, I left work and got onto the highway fully prepared to drive the hour long trip as this is apparently the only way I am able to purchase this item. Shortly into my trip I felt it was in my best interest to double check with the Guelph store considering the ridiculous experience I had received thus far. Luckily this was my mindset before I got too far as the wrong colour was waiting on hold for me in Guelph! I then had to personally call Cambridge (mentioned above), Sarnia, Waterloo, and Kitchener again incurring long-distance charges in the process, to personally search for this item. I was greeted not so surprisingly with resounding Nos. One of the most uniquely being I know we got some today on the truck but I cant find them in the store. I have always been a loyal customer to H&M however, this experience is beyond belief. I currently manage a team of individuals who are expected to provide exceptional customer service and represent a company whos sole reputation is based upon this. If any one of my employees provided even a fraction of the atrocious experience I have been subjected to for the past 24 hours, they would no longer be representing our company. I am in disbelief that a corporation as reputable as H&M can provide this type of experience across the board at a number of locations. I have not only left this situation empty handed as there is apparently no way for a loyal customer to purchase an item they are looking for but also completely disappointed in the lack of concern for the overall customer experience. There is clearly a flaw in your training and most definitely in your brand if your employees are so willing to disregard their customers level of satisfaction. I expected so much more and I feel very strongly that I will never again shop at H&M.
Posted on: Thu, 27 Nov 2014 02:03:16 +0000
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