H&M has issued their official statement regarding an incident alleging that a customer was denied access to their store for bringing a stroller for their physically challenged child.
On December 11, 2024, H&M first expressed via Facebook that they were taking the necessary measures regarding the alleged incident—which they referred to as a misunderstanding. "We are aware of an incident in one of our stores where a misunderstanding occurred involving a customer and their child. Our team approached the customer regarding a large stroller without realizing that it was being used by a child with a disability. We regret any distress this may have caused and are reviewing the situation to ensure we learn from it," the Facebook statement read.
The fashion retail brand stressed that they are committed to creating an inclusive shopping experience and will further improve its accessibility policies following the situation at hand. "Our team members are being reminded of our accessibility policies to ensure such incidents do not happen again. We are committed to improving our practices to better serve all our customers," they told the public. As of writing, their post has garnered over 12,000 reactions already.
Customer calls out H&M for discrimination
Earlier this week, a customer posted her dissatisfaction over an H&M branch they went to in Sta. Rosa, Laguna. According to the customer's post, they were forcefully escorted out of the store because they had a stroller with them.
The customer explained that they needed the stroller because it was being used by their child, who has visual and auditory impairments. "Pinalabas kami ng manager ng H&M store dahil daw sa stroller ng anak ko, blind and deaf," a part of the post read.
He further conveyed that instead of an apology from the branch's manager, the manager allegedly told them not to shop with H&M given their case. "Imbis na mag-sorry 'yung MANAGER, sabi pa 'wag daw kami mamili sa store nila."
The customer added, "Nakakalungkot lang may ganito wala empathy as customer. Sana mabasa at makarating sa pamunuan ng H&M Philippines. Tama ba talaga na bawal ang PWD sa store niyo?"
The customer's post has gained over 96,000 reactions as of writing and some online users have also expressed their dismay against the fashion retail brand. There were parents who resonated with the customer's experience, given that there are lots of people who are also parenting children with special needs.
"Grabe, no sympathy naman ang management. Alam po ba nila na mas mahal pa ang stroller wagon nyo kesa sa items nila. File a case for discrimination," one commenter stated. Another wrote, "Minsan kasi ang mga tao, hindi nila alam kung ano ang hirap natin para maalagaan o kahit minsan maipasyal man lang ang mga anak natin na mga pwd..."
