H&M PHL says sorry after staff disallows a transgender woman to fit swimsuit

H&M Philippines was quick to issue an apology after transgender woman Paulo Adrian Bataller took to Facebook to share her experience of discrimination inside H&M Gateway in Cubao.

"We are shocked at the treatment that Pau, our customer, received from one of our colleagues yesterday evening while shopping. That was totally unacceptable and we are very sorry for the experience she had, that should never happen to her or anyone," Communications Head Dan Mejia said in a statement sent to GMA News Online.

On Wednesday, Adrian narrated how she wanted to fit a swimsuit when a staff member stopped her and told her that men are not allowed to fit women's clothes.

"Everyday I pass by Gateway on my way home and today I decided to go to H&M because they’re on sale and I have an upcoming beach trip. So I picked a swimsuit and when I was about to fit it, a staff in the fitting room stopped me," she wrote on her Facebook post.

Adrian said she explained that she's a trans woman, but the staff told her the swimsuit will get worn out if a man fits it. When she insisted to pay for it should that happen, the staff stood by his stance and called the store manager.

Adrian narrated the conversation on his post.

Staff: Sorry sir pero bawal po magfit ang lalaki ng swimsuit na pambabae.
Me: Huh? Bakit? But I’m transgender.
Staff: Kasi po mas nasisira po yung mga swimsuit pag lalaki nagfifit.
Me: Edi pag nasira edi babayaran ko.
Staff: Hindi po talaga pwede.
Me: Discrimination yan. Kahapon nakapagfit naman ako ng swimsuit dito (true story)

In an interview with with GMA News Online on Facebook Messenger, Adrian said the manager did not face him to explain or apologize, with the incident ending in her still unable to fit the swimsuit.

"I wasn't able to talk to the manager. The staff was the one who talked with the manager. The manager didn't even go to me to explain," Adrian said.

As someone who also works in the fashion industry, Adrian said she was disappointed. "No one should ever be restricted in fitting or buying the clothes they want, regardless of gender," she continued in her post.

She said she had no prior problems when it comes to fitting women's garments in other stores.

"I fit swimsuits from other retail brands and they don't seem to mind. Even when I fit dressed and blouses."

Adrian said that after the incident, she had this "constant fear" fitting clothes in other retail stores but said she had coped with the help of her family, friends and the community.

"I was in shock but I didn't want to make a scene. After going to H&M, I went to other stores and there was this constant fear on trying out clothes from other stores. But with the support of of family, friends and community members they helped me cope up with the situation and made me feel that i wasn't alone."

H&M said they are investigating and coordinating with both the customer and the branch where it happened.

"We are currently investigating the situation and have been coordinating with both the customer and the said store. We will be taking immediate corrective actions in order to avoid this from happening again," H&M continued.

The statement also clarified that their brand and store have "zero-tolerance policy on discrimination."

At H&M, we have a zero-tolerance policy on discrimination. We celebrate diversity and respect our customers and colleagues regardless of their gender identity or sexual orientation. We have a strong and clear guidelines on this as part of the training program that every H&M employee goes through – new and current. This is also published on our website 

H&M is a place where you can be yourself and dress your personality. Our diversity makes us strong, and creates an inclusive and welcoming workplace where everyone’s individuality is highly valued.

Additionally, apart from the many works we have had and are on-going with regards to diversity, this month, we launched a special collection called Love For All in celebration of the Pride season. 10% of the sales from this collection will be donated to the UN Free & Equal - the United Nations Human Rights Office campaign whose aim is to build a world where no one should be afraid because of their sexual orientation or gender identity.

Adrian told GMA News Online that H&M has directly apologized to her on the same evening it happened.

"Yes they did. Dan Mejia the head of communications for H&M contacted me that evening. He was very kind and sincere. I appreciate his quick actions regards to the issue."

When asked if she would take further actions against the retail company, Adrian said she just wants the company "to orient the staff" and issue a public apology to her and the whole LGBT community.

"For me, I'd like for them to orient their staff. They said that this was the first time that happened to me, I hope that this would be the last. I'd like for them to issue a public apology to me and the community."

She added: "I appreciate H&M's apology to me [but] I hope this doesn't happen to anyone. I don't want anyone to go through what I did. I hope as a corporation, H&M stays true with what they are saying, after all they do have a collection to celebrate pride and I hope they truly advocate the meaning behind it rather than making our community a cash cow."  — LA, GMA News