H&M — Local services in Katy

I have been shopping at H&M for years and this by far is the worst experience I have ever had. I went to this location to return an item with the tags still on and with the receipt. The original card I used to make the purchase was cancelled due to fraud. Therefore, my bank issued me a new card. The manager by the name of Victoria was very rude and said they she needed a statement from my back stating my card was cancelled due to fraud in order for her to refund back to the new card that I had. She stated it was company policy but was not able to show me anywhere where it stated this information. I didn't appreciate the tone she used and how she felt the need to tell me she has a family and have to feed her family like everyone else in the world don't have to which is why I needed my refund and not a store credit. I had to call my bank, wait on hold just for her to argue and be rude with the bank representative as well. The fact that she first stated I had to show proof of my cancelled card then changed it to as long as the bank confirmed over the phone why my card was cancelled she would issue the refund as if I would lie. Anyway I feel that is besides the point as well if a customer has a new card with the same bank I do not see what the issue is. It should even matter why they have a new card. All she had to do was notate the refund in her system that the refund was applied to a different card and the reason from the beginning instead of having my go through all of that for almost a hour. It was like she was trying to prove a point or show everyone she was in charge. I have never heard of such a ridiculous thing that you have to show proof of your card being cancelled and why in order to be issued a refund. This is not how customers...

This was my second time visiting H & M and I had a great experience. Kailyn assisted me from the minute I walked in the door, until the moment I walked out. She is an amazing person and she is very knowledgeable in fashion. I loved the outfit she had on and that's how I knew that she could assist me. I went in the store to find a blazer and a couple of items and she was right by my side the entire time. She suggested some very nice clothes, and when they did not have my size on the sales floor she didn't hesitate to go look in the back stockroom. After assisting me for a while she learned my style and she brought additional clothing for me to try on. Kailyn is very pleasant and extremely patient. She's not pushy, she is just sincere and she really cares about her customers. Kailyn provided me with excellent customer service. I am so excited about my purchase, because she assisted me in finding the things that I needed with the little time that we had. I arrived at H & M about 45 minutes before closing, so I really didn't have much time to look for anything other than what I came there to buy. I bought two items, which was fine because I will be back and I will go much earlier. Upon checking out Gary assisted me, he greeted me with a smile. He is very prompt and accurate in checking out. Gary was also very helpful. I was signing up to receive the percentage off, and he assisted me so fast that I didn't even know that it was time to pay. Thank you very much Kailyn H. and Gary L. for your time. You two are definitely an asset to the company. Thank you H & M for hiring two of the most...

I visited the store today to process an exchange for two brand-new shirts that shrank significantly after one wash. The shirts had no clear drying instructions—only a tag near the neckline that stated “do not iron.” After drying them on the delicate setting, both shirts shrank so much that it was almost laughable.

I explained the situation to the manager on duty, who acknowledged the issue, agreed the shirts had clearly shrunk, and confirmed that one of the styles was available in-store for exchange. I stepped away to retrieve the items, only to return to the register and be told she would not honor the exchange after all. Her reasoning? A small tag sewn at the very bottom inside the shirt contained symbols—one of which showed a box with an “X.” No words, no clarity, and certainly not placed in a way that a reasonable person would notice or interpret easily.

I asked myself—why place essential care instructions in such a hidden area and communicate through symbols instead of just writing “do not dry,” especially when “do not iron” was clearly written on the main visible tag?

It was incredibly frustrating to be told one thing and then have the decision reversed moments later. That kind of inconsistency and lack of accountability creates a poor customer experience.

Ultimately, I paid out of pocket to replace the shirts for my husband and contacted customer service, who thankfully made things right. I sincerely hope this location invests in better training—especially for management. Stand on your word, and treat customers with the fairness and consistency...