Official Statement of Vista Mall on H&M Incident
VISTA MALL – The Villar-owned shopping mall in Sta. Rosa, Laguna, has issued a statement regarding an incident involving an H&M store manager and a customer with a child who has a disability.
A netizen named Sorened Ehya shared a frustrating experience she had at the H&M store in Vista Mall, Sta. Rosa, Laguna. She said the store manager asked her family to leave because of the stroller they were using for their child, who is both blind and deaf.
Feeling hurt and discriminated against, Sorened wondered if persons with disabilities (PWDs) are unwelcome in the store. Instead of receiving an apology, she claimed the manager told them not to come back. She and her husband were upset because they couldn’t buy the clothes they had intended for their child. She called on H&M Philippines to address the issue, emphasizing how deeply hurt they felt by the lack of understanding and compassion.
In response, H&M Philippines issued a statement apologizing for the incident. They assured the public that they value all customers and are committed to making their stores inclusive and welcoming. They explained that the issue stemmed from a misunderstanding when a staff member questioned the stroller’s size without realizing it was for a child with special needs.
H&M expressed regret for any distress caused and promised to learn from the situation. They said they are reinforcing their accessibility policies and training their staff to ensure such incidents don’t happen again. Customers with concerns are encouraged to reach out to their customer service team.
Meanwhile, Vista Mall Sta. Rosa has issued a statement regarding the incident, acknowledging a social media post about an event that occurred on December 8, 2024, involving one of their tenants and a customer. According to the statement, the tenant is currently investigating the matter. The mall management appreciates the public for bringing this to their attention and takes all feedback seriously. They are committed to ensuring a safe and respectful environment for all shoppers and will work closely with tenants to prevent similar issues in the future. In the conclusion of their statement, they thank everyone for their understanding and cooperation.
