H&M — Local services in New York

One manager, "Karen" (Go figure) seems to take glee at parroting policies in a loud voice to let you know she can't help you. All the rest of the associates/managers/staff have always been kind, helpful and professional even in the often-thankless, and tiresome job of retail.

If you can't help someone with their issue you can at least be apologetic, but she actually suggested I call corporate to see if they could help with an issue she couldn't, even though I said I had my doubts that they could do anything more than her (I later found out at another store that she could have helped me if she wanted to).

Then, when I did call corporate, AS SHE urged me to, she just loudly repeated rules to the poor customer service lady on the phone and kind of gave a half-smirk and went back to her business. The lady on the phone even seemed startled and taken aback. I think she wanted me to call them just so she could throw her weight around some more. She was rude and smug, and really gives hard-working retail workers a bad name.

Like I said, every one else, from the security guy at the door, to the other managers, to the rest of the staff have always been kind and helpful, and at least sympathetic if they can't be helpful. Manager Karen is the reason I will not shop at this...

Perhaps I'm being overly harsh and using H&M's good reputation against it. But it's clear that the Harlem location does not meet the quality of management that I've come to expect at an H&M. Perhaps it's about understaffing or perhaps mismanagement. But the end result is the same: the cashier lines are ridiculously long, many parts of the store are in complete disarray, and only one of the two dressing rooms is open meaning that if you're a guy and want to try some pants on, you'll have to go downstairs carrying all your stuff to try them on. I should mention that the staff has maintained complete politeness under the stress every time I've visited. Also the cashiers were NOT slow. The lines were long simply because there weren't enough cashiers. And they do obviously carry H&M's excellent styles...

I’ve lived and shopped in this location 18 years. I’ve purchased items, returned and exchanged MANY GINES. I sent my father to exchange a item I purchased for my husband with my husbands card. The cashier claimed there was a stain on the blazer, which I stated this is why we are returning it. Tags were still on. Now cashier then tries to say that now because my father’s name was not on the card she can not return it. WHICH IS A COMPLETE LIE. She had an attitude from the start, we asked to speak to the manager ANTHONY and he lied and took the cashiers side. I have friends that worked in h&m stores and know that’s not the policy. I have even witnessed several times that the cashiers do not even look at the card when a return is being done. NEVER SHOPPING AT THIS LOCATION AGAIN, Let alone any h&m...