H&M curstomer service claimed the item been worn

[capricesea1]

Just received email from H&M after sending the whole order for return that one jumper can't be refunded as it smells strongly of perfume and therefore not in a resaleable condition anymore..
It is cashmere jumper from their premium range for £119. I just tried it quickly and as the shape didn't suit me packed it back in its original bag and posted for refund in a couple of days. Also, I never use perfum.
Did this happen to anyone? What did you do in this situation? Can warehouse people make such kind of mistakes when checking returned items?

I had this happen in-store once at Uniqlo, they insisted a pair of jeans had been worn when they hadn't. Tags were still on, I'd only tried them on and that was it. But it was my word against theirs! I think I got the refund eventually after speaking with a manager but they 100% didn't believe me. I've never been so offended 😂

Hope you can sort it out with customer service 🤞

They want you to take a picture of a jumper to prove what it does/ does not smell like? Flipping heck.

well that’s perfect – they can’t even prove delivery if it’s been left in the street

I once took a pair if jeans back to New Look and they held them up in front of me and sniffed the crotch 😂😂😂

This has been a thing with Zara too recently. I literally received a parcel, went upstairs, tried on, repackaged a couple of items and sent them back immediately. Got a snippy message that they were likely worn (how? When? Their own tracking receipts must have shown I had them for a few hours) and that they would refund ‘this time’. Well, there won’t be a next time as I have stopped buying from them!

@Partyonlikeyoureight Zara are horrendous and I'll never order from them again..have you seen the Trust pilot reviews?? It seems to be a new thing with them to refuse a refund as a item has been worn..they did it to me and I hadn't even tried on the 2 items they said were worn (they were perfect condition). Then a parcel went missing...we'll they refused to refund half of it saying it hadn't been all returned..I had proof of post and the weight but they still refused. I asked them to tell me the weight of the parcel they sent as it would match the weight on my proof of post but they refused (something along the lines of only certain depts have access to that info). Customer service were so so rude. Awful company.

Maybe the way to ensure a refund is to complain that item looks like it has been worn. Head them off at the pass.

Interesting. I sometimes look at Trinny's Istagram and she recently had a story up when she was having lunch with some friends. She said one of her friends had ordered from Zara and returned it and the return had been refused as Zara claimed it had been worn. Trinny put up a question asking if it had happened to anyone else. I didn't see the outcome though.

I think the lesson is to return in instore from now on....