BLOCKED on H.com

[QuelleFromage]

Hermes has never been good about managing customer accounts - for instance, I still have multiple accounts despite years of trying to merge them.
I am so sorry this happened but I think it is a glitch - again, their technical backend seems to be a terrible mess. You were blocked because of hitting the yearly quota, which seems reasonable, but now can't be unblocked, which does not sound deliberate (I'm being charitable to H here). I cannot imagine six bags, including store-placed orders, could possibly result in a lifetime ban. It makes zero sense!
AND you got a terrible CSR on the phone - terrible! I think the CSR was both rude and lazy and so told you there was no recourse - really doubt that is true.

If you escalate this I would think they can unblock you. I really hope so. Meanwhile try to enjoy the beautiful collection you have, and your great store relationship.

 

[TraceySH]

Sorry that you're feeling that way. I hope that if there is just a miscommunication or misunderstanding it gets fixed. Anyway, you were already given an answer. Whether or not you accept it is up to you. But, the answer is there. If I was told that, I would move on. They have nice items. But I will never let a brand define me as a person. It would be sad to be moneyed yet seek validation from a brand big time or be controlled by others heavily, generally speaking. I would consider it as good riddance if I was in your position. I am sure you can make use of your money elsewhere.

Yeah I mean today was the day of the answer. Really. I just found all of this out. Up to now I have gotten 10 different answers, and that's a big part of the frustration. I trusted really each person that I spoke with, and acted accordingly, but today I guess I REALLY found out what was going on. It's just totally bizarre. BIZARRE. I freaking don't sell bags. I have no resale IG. I have consigned to FP or TRR, yes. But that's it. But I haven't had enough Hermes long enough to do that! That was mostly my Chanel's that I sold to fund my new H collection. I am tired of chasing answers. And no, at this point, the lack of answers isn't fuel enough to want to either justify the purchases I have made or fund others. There are plenty of other H customers, and I am sure the tribe would be happy to let me go

 

[maxroxxherhandbags]

Hi all -

I am sure this post will be met with many different types of comments, but here goes. I am almost in tears as I write it.

In January, I placed several orders on H.com that were canceled. At first the CSR's said it was my credit card, or billing address or other technical errors. So I tried everything, different browsers, different cc's, a different email, you name it, nothing worked. FINALLY after about 7 calls, a supervisor called me back and said I was blocked from ordering any handbags from FW2019. But come spring, not a problem. I had just reached quota for H.com for fall, but to be on the lookout for spring as it resets. BUT I am able to order SLG, twillies, jewelry, etc. Mind you I believe I ordered 6 bags for fall, and returned 2 (my store place the order for me on the website for 2 that didn't work and I returned) so net 4 bags.

I went all in on Hermes after selling/ consigning all of my Chanel. I was super excited about moving over, and with several boutiques along with H.com, I guess I spent about 400k over maybe 4 months? About 175k of that was 6 exotic pieces I purchased through boutiques, along with some high jewelry, so it wasn't a TON of bags. Online I ordered a couple of Evelyne and a couple of Roulis, some twillies, and a couple of rodeos.

So I have been blocked since January from ordering any bags. Low and behold a few nights ago, a Vert Criquet pops up on the site in an Evelyne and I am all excited cuz I am dying for that color in ANYTHING really. Same thing, order cannot even be placed.

I called CS today, just now, and the CSR spoke with her supervisor who confirmed that my account is blocked for life, and the block cannot be removed. She said in her history of working at Hermes she has never seen this before, and said that there is no one who can remove it. Despite the supervisor telling me last month, no worries, just wait till spring, she said that was misinformation. I cannot ever order another leather goods item again. I asked her why, what was going on, I didn't understand , who do I talk to, she said ma'am we are not trained to answer all of these questions and I cannot help you so please stop wasting my time.

I said I am so disappointed because I feel now I have invested so much in switching over to Hermes, sold everything else to go almost 'all in' here and am extremely brand loyal. I feel so stupid. SO STUPID. Truly, it makes me want to put all of my beautiful things in a pile and burn them. I am embarrassed and have never experienced anything like this before. It's humiliating.

So heart on my sleeve, this is what is happening. I am not sure I can ever feel good about purchasing again, if you were me, would you?

My guess is that if you have a new online purchase history of multiple items Hermes may suspect you of being a re-seller.
I dont know where you are from but I do know 100% that luxury brands are trying to clamp down on the reseller market in certain territories at least that is the case in the UK.
I think for whatever reason the fact you spent over 400k in a short window of time on exotics, fine jewellery etc has flagged up as suspicious activity-I know where I work a relatively new client with no previous history who is not a member of a well know super wealthy family would ring alarm bells with our team.

 

[TraceySH]

Hermes has never been good about managing customer accounts - for instance, I still have multiple accounts despite years of trying to merge them.
I am so sorry this happened but I think it is a glitch - again, their technical backend seems to be a terrible mess. You were blocked because of hitting the yearly quota, which seems reasonable, but now can't be unblocked, which does not sound deliberate (I'm being charitable to H here). I cannot imagine six bags, including store-placed orders, could possibly result in a lifetime ban. It makes zero sense!
AND you got a terrible CSR on the phone - terrible! I think the CSR was both rude and lazy and so told you there was no recourse - really doubt that is true.

If you escalate this I would think they can unblock you. I really hope so. Meanwhile try to enjoy the beautiful collection you have, and your great store relationship.

Thank you @QuelleFromage ! It HAS to be a mistake b/c I have done nothing that would indicate otherwise. She made it sound like it was some system generated thing, and once that happens, it's out of the hands of any human. I asked if I could open another account? She said you you are blocked forever, but feel free to keep trying just in case the system lets you in? Like huh? Clear as mud. My store is wonderful, it's a shame they are feeling the pangs of the coronapocalypse. I am just mad today. Upset. Hopefully it will level out tomorrow. Hey maybe I will be able to find milk at the store that would be a score

 

[TraceySH]

My guess is that if you have a new online purchase history of multiple items Hermes may suspect you of being a re-seller.
I dont know where you are from but I do know 100% that luxury brands are trying to clamp down on the reseller market in certain territories at least that is the case in the UK.

I have ordered things from them randomly since 2017 so it's not quite new. But more purchases recently? yes.

 

[diane278]

Can you get a history of everything Hermès shows you’ve bought online? I’m wondering if someone got into your account and committed a fraudulent purchase posing as you. This has to be something extreme.....or someone inept wrongly keyed an entry into your account. It’s certainly odd....

 

[LadyD21]

If H thinks you are a reseller, they will always think that way of you. I brought a wallet to H Spa years ago that I had purchased online from a reseller (it was impossible to find in box leather back then at any H store) The H spa department treated me like I was a reseller... why?....I have absolutely no clue why they did. I had never even bought a handbag from them either back then! Only many twillies that I still own today. As well has still owning that wallet I had brought in. My H spa experience was absolutely horrible from start to finish and to this day, don't understand why I was treated that way. It seems when they make up their mind on you being a reseller, it sticks and there is nothing you can do.

 

[pjhm]

OP am curious——You are the psychotherapist, what would you tell us about dealing with this angst if we came to you for advice ?

 

[momoc]

Yeah I mean today was the day of the answer. Really. I just found all of this out. Up to now I have gotten 10 different answers, and that's a big part of the frustration. I trusted really each person that I spoke with, and acted accordingly, but today I guess I REALLY found out what was going on. It's just totally bizarre. BIZARRE. I freaking don't sell bags. I have no resale IG. I have consigned to FP or TRR, yes. But that's it. But I haven't had enough Hermes long enough to do that! That was mostly my Chanel's that I sold to fund my new H collection. I am tired of chasing answers. And no, at this point, the lack of answers isn't fuel enough to want to either justify the purchases I have made or fund others. There are plenty of other H customers, and I am sure the tribe would be happy to let me go

Slightly OT, but this reminded me...I almost feel like CS are generally not very good at identifying the issue quickly when it's related to stuff like purchase limits (and bans). I was in a thread in the LV sub-forum recently, where the OP started getting into the brand so they purchased multiple items in a short amount of time, and hit the LV limit so their orders get cancelled. But when they called CS, CS didn't tell them that's the reason (instead it was like, maybe item was out of stock, let's try again...and of course the re-try also failed). And LV even lists their limits on their official website in plain text! But for some reason, CS didn't identify the problem. Maybe they have to follow certain scripts and can't or don't deviate? It's just nothing but frustration for customers. I'd rather be told the truth even if it is accusing me of being a reseller, I want accurate information!

 

[TraceySH]

OP am curious——You are the psychotherapist, what would you tell us about dealing with this angst if we came to you for advice ?

I love this!! You get huge props! It's funny because many times I throw all that out of the window and try to be human, turn to others for advice, suggestions, feedback, other points of view. If I were my own patient, what I would say is, it's clear my duress stems from cognitive dissonance. In that case, what it means is that you elevate the situation to justify previous or current behaviors, or extinguish the behavior and therefore no need to justify the dilemma. So I am playing out that very conflict here.

 

[TraceySH]

Can you get a history of everything Hermès shows you’ve bought online? I’m wondering if someone got into your account and committed a fraudulent purchase posing as you. This has to be something extreme.....or someone inept wrongly keyed an entry into your account. It’s certainly odd....

Because of the CSR attempting like 10 orders on my account in January all I see, other than the twilly orders, is canceled, canceled, canceled, canceled. But really good question. None of my SA have indicated things other than what I have ordered in the past. You know how they always go, oh I see you ordered xxxx

 

[audreylita]

I was told that in store and online purchasing information is stored together as part of your account and buying history. And they will know if your spouse tries to buy for you if you're blocked. They will say no to them as well.

 

[TraceySH]

Slightly OT, but this reminded me...I almost feel like CS are generally not very good at identifying the issue quickly when it's related to stuff like purchase limits (and bans). I was in a thread in the LV sub-forum recently, where the OP started getting into the brand so they purchased multiple items in a short amount of time, and hit the LV limit so their orders get cancelled. But when they called CS, CS didn't tell them that's the reason (instead it was like, maybe item was out of stock, let's try again...and of course the re-try also failed). And LV even lists their limits on their official website in plain text! But for some reason, CS didn't identify the problem. Maybe they have to follow certain scripts and can't or don't deviate? It's just nothing but frustration for customers. I'd rather be told the truth even if it is accusing me of being a reseller, I want accurate information!

I agree and they might be limited, but like , TRY to find someone who can help me? When I was on the phone with her, I asked to speak with the supervisor she had supposedly asked about this. She didn't put me on hold music and I heard her talking with someone in the back awhile, like 5 min. She came back and said, yeah supervisor is in a meeting so they will have to call you back later today or tomorrow. Seriously? Very non-high-end service for a high- end company.

 

[TraceySH]

If H thinks you are a reseller, they will always think that way of you. I brought a wallet to H Spa years ago that I had purchased online from a reseller (it was impossible to find in box leather back then at any H store) The H spa department treated me like I was a reseller... why?....I have absolutely no clue why they did. I had never even bought a handbag from them either back then! Only many twillies that I still own today. As well has still owning that wallet I had brought in. My H spa experience was absolutely horrible from start to finish and to this day, don't understand why I was treated that way. It seems when they make up their mind on you being a reseller, it sticks and there is nothing you can do.

OMG this is HORRIBLE what on earth??? I am so sorry. And you continued to buy with them, which maybe makes you a bit more charitable than I might be.

 

[earthygirl]

You need to try to put things in perspective. They don’t want your business. It may be due to a misunderstanding but it is what it is. I would take my business elsewhere. I would probably sell anything of the brand that I currently own..as your experience would leave me with a tainted impression of the company....They don’t deserve your business.