I purchased a king doona set from H & M GPO Melbourne- I arrived back in Tassie to find there were no pillow cases. Following the customer service prompts on the docket I sent a photo of my receipt & item to query support options. I had a timely reply to state as I did not have an account with H&M they could not assist me and I would need to email the store directly using the supplied email address. I did this a few times to have the email bounce back. So I called customer service who after some pleading on my part emailed the request on my behalf. The lady stated it could take 24-48hrs before I got a reply- that was on the 16/1/2023. I rang customer service again today 23/1/2023 requesting support as I didn’t know what to do next- this person suggested I continue to wait as shopping centres are busy. I requested the direct contact for the Melbourne store as it had been over a week and was advised that communication could only go through the number I was calling on & it may take up to 72hrs before somebody responds to my original email. I told this person I was extremely disappointed with the service and had no confidence this issue would be remedied. She told me to have a lovely day!