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June 2025 by Dzina Baukunovich
I usually enjoy shopping at H&M, but this visit left a very unpleasant impression. I came to return some items, and one of the sales associates started processing the return. However, he apparently made a mistake while scanning and said that one of the items wasn’t on the receipt. I explained that I had purchased everything at this store and asked them to check the cameras. I also asked to speak with a manager — he was standing nearby but spoke in a very rude and unpleasant tone, which was completely inappropriate in this situation.
In the end, the associate double-checked the receipt and did find the item — it was there all along. The mistake was clearly on their side, yet I didn’t receive any apology. After such treatment, I have no desire to return to this store, and it honestly makes me not want to shop at H&M at all anymore. Very disappointed.
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April 2025 by Olha B
The H&M at Franklin Mall is pretty spacious and well-organized. They sometimes have a really nice collection, especially during seasonal drops or sales. It’s worth stopping by if you’re already in the mall — you might find some great pieces!
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April 2025 by sandra Romero
I wanted to return a shirt or exchange it for a different size, I bought it yesterday but it was a different size, the cashier told me that it couldn't be returned because it was on sale, I told her I didn't know it was on sale, there's nothing that says it's on sale which I thought I paid full price, she called a supervisor over to me, the supervisor told me the same thing, I asked for my money back, to let me exchange it for another product, or to get store credit, she told me that store policy doesn't allow it on discounted items, I tried to explain many times that I didn't know it was on sale, the tag doesn't say anything about discount, I just took it and proceeded to pay for it, I let her know that at least they have to give us warning before paying that we won't be able to return it, it was very rude, the staff is rude, the fitting rooms are always dirty, messy with graffiti and piles of stuff scattered everywhere, the waits in line are long, they are focused on talking to each other and don't take our attention customer service
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February 2025 by Nader Afifi
Managers are very mean and claim that the system doesn't allow to return items. I bought a pair of jeans and the lady at the register said that it can be returned within the specified time. Upon going to return it they refused and didn't care what the lady said. They were so mean and very unprofessional. H&M in king of prussia mall are way more professional and know how to treat customers!
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December 2024 by N Liz
Staff were more focused on picking out outfits for themselves than greeting & helping customers. I stood at the checkout counter with my daughter as the employee talked to the other employee about it a shirt will look right and if it was cute. It was awkward, she didn’t greet us, first thing she asked me once she was done talking to the other employee was do I have an email with them.
Staff need customer service training
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December 2024 by steve t
very rude service from the associate armani
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July 2024 by Val T
Excellent place. Good selection and a lot of sale merch
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May 2024 by Guli Arifova
I love it
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February 2024 by Shammas Shamaun
Nice clothes reasonable prices
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February 2024 by Bits Bobs
Nice clothes reasonable prices
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January 2024 by Darlene daly
I wanted to exchange my daughters pants and the worker said that her pants smelled like tobacco. And she don't even smoke. So embarrassing. I'm standing in like waiting for a approval to get a refund. How embarrassing
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October 2023 by Poonam Mehra
Worst customer service ever. The girl on the register was calling for the manager and the manager Gina was very busy in talking with the other worker like customers are not there priority. She was not helpful at all. It’s not the first time, once I had to wait for 5-10 minutes on the register as no one was there to be seen.
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October 2023 by Livingdeadgurl02
Cute stuff..
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September 2023 by LaCrisha Harden
It was clean and had good prices.
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July 2023 by Mr
They have a nice two-floor setup. The Men’s section is huge!
