A woman in St. Petersburg, Florida, went to pick up her order at a local H&M, only to find that it had been canceled and refunded. While trying to figure out the mix-up, she was met by the manager, who allegedly insulted her right in front of her own daughter. Worst of all? She ended up repurchasing her items at full price.
The woman in question is Angel, who runs the angel_and_k account online. She often posts content alongside her daughter, sharing lifestyle videos to her 50k+ audience on TikTok alone. Compared to her latest uploads, the clip attached above stood out due to its virality, garnering 115,400 views, 7,800 likes, and more than 200 comments.
The Florida woman explained that he had just had “the worst experience” at the H&M located at International Plaza in Tampa. Before her visit, she had placed an order with a bunch of items, some of them ending up as store pickup items. So, she ended up driving 40 minutes to the store.
An Unrequested Refund
Angel didn’t think she was going to run into any issues whatsoever. After all, not only did she receive an email that explained that she had until June 29 (the day she visited the store) to retrieve her items, but also a text message from H&M, confirming that her order was ready for pickup.
However, upon arriving at the store with her daughter and her friend, she was told that she was late. This was even though she had until the end of the business day to pick up her items.
While speaking to a female H&M manager, Angel tried to explain this and argued in her favor. The manager, however, told her that she had already been refunded and that she could repurchase the items instead.
“I didn’t get an email saying that it was refunded. I look on my app, it doesn’t say refunded, and my credit card is not refunded. So, I don’t wanna pay for it all over again if it wasn’t actually refunded,” she said.
In a follow-up clip, Angel explained that it appeared as if another worker had mistakenly flagged her order for a return/refund. How did she know? Because she later found an H&M email that she got just minutes before the manager walked out to explain the situation to her.
Things Escalate, Insult
The Florida mother asked the manager to call customer service. According to her, this request was met with “huffing and puffing.” After 15 minutes of waiting for an answer, Angel had enough. She decided to purchase the items even though there was no proof of refund.
The manager, however, refused to let her check out, as she had asked her to call customer service, Angel said. Eventually, she was told that she needed to pay full price, even though the items online were 25% off. Of course, Angel found it outrageous and said that they had put her order back way earlier than expected and charging her full price was unfair.
Allegedly, the woman would then roll her eyes, walk away, and call the Florida mother, right in front of her daughter and her friend, a “dumb, [expletive] person.” Apparently, she did so while talking to another employee, completely missing the fact that the young girls were able to listen to her.
“What does that say about your store and your employee?” Angel asked H&M, tagging them in the video, too.
Social Media Reactions
The video sparked multiple responses online, mostly from users finding the manager’s alleged behavior unacceptable. One said, “I don’t think anyone should lose their job, but the manager should be reprimanded.” Another one commented, “They already have multiple complaints against employees, which doesn’t surprise me.”
Other viewers thought that, other than the insult, the situation could have been handled way better. One wrote, “She could’ve just applied 25% to your items. It’s really not that deep.” Another one added, “H&M is notorious for terrible customer service.”
Although the Florida woman eventually received a refund for her original online order, the video continued to spark discussion online, with viewers divided over how the situation was handled and whether the interaction should have escalated in the first place.
