Hermes became unfair, deceptive, and fraudulent business

[FaubourgTropical]

I hope it’s OK to place this musing here. It could belong to H.com but not sure.

Here we are, discussing about how H quality goes down as we do not receive the appropriate boxing or brand new products. I can’t help but compare that there are customers who order from the stores or H.com, use it for a few days, try it for capacity, and decide it’s not for them.

While I understand that we buy what we love and what fits, how is this fair to other customers? Without generous return policy, it' ‘difficult' to sell but stores also do not always monitor returns properly.

 

[Hermes Zen]

I hope it’s OK to place this musing here. It could belong to H.com but not sure.

Here we are, discussing about how H quality goes down as we do not receive the appropriate boxing or brand new products. I can’t help but compare that there are customers who order from the stores or H.com, use it for a few days, try it for capacity, and decide it’s not for them.

While I understand that we buy what we love and what fits, how is this fair to other customers? Without generous return policy, it' ‘difficult' to sell but stores also do not always monitor returns properly.

This is what I think happened with my petit h cupcake purchase that I posted above. It wasn’t the pretty pink, or white or yellow etc but dark colors so could have been returned multiple times over the years because of the color or just wasn’t what purchaser wanted. Although I too wanted a bright color I would have kept it if it wasn’t broken but not broken for $700+.

 

[JessicaWBath]

I wonder if this is partly down to the pandemic, and them having lower numbers of staff / higher numbers of orders because people aren't going to the stores? To me, all of OP's issues seem down to poor overall inspection at the picking / packing stage.

In the UK, a lot of companies are still at reduced staffing levels (a combination of Brexit meaning fewer staff available to hire, and the pandemic). Not sure if it's the same in the US.

 

[cakeymakeybakey]

I wonder if this is partly down to the pandemic, and them having lower numbers of staff / higher numbers of orders because people aren't going to the stores? To me, all of OP's issues seem down to poor overall inspection at the picking / packing stage.

In the UK, a lot of companies are still at reduced staffing levels (a combination of Brexit meaning fewer staff available to hire, and the pandemic). Not sure if it's the same in the US.

The supply chain wasn't meant to flow backwards. The rise in online shopping due to the pandemic and supply chain issues from the increased demand have already strained the normal logistical flow of goods. Add in the enormous increase in returns along with staffing shortages and you get a situation where mistakes in warehouse restocking and order picking and shipping are bound to happen.

The OPs claims of "unfair, deceptive, and fraudulent" business practices are hyperbole and, frankly, libelous. We're still in the middle of a global pandemic, a situation none of us ever expected to happen in our lifetime. The "normal" way of things getting done is over. Get used to it.

 

[papertiger]

The supply chain wasn't meant to flow backwards. The rise in online shopping due to the pandemic and supply chain issues from the increased demand have already strained the normal logistical flow of goods. Add in the enormous increase in returns along with staffing shortages and you get a situation where mistakes in warehouse restocking and order picking and shipping are bound to happen.

The OPs claims of "unfair, deceptive, and fraudulent" business practices are hyperbole and, frankly, libelous. We're still in the middle of a global pandemic, a situation none of us ever expected to happen in our lifetime. The "normal" way of things getting done is over. Get used to it.

You raise such a good point!

TBF, the OP was only reacting emotionally. Anyway, I don't think this thread's title is going to dent H's business growth figures for '22, so it would be hard to measure (and hence compensate for) the financial implied loss of damage (in terms of reputation).

Sending a customer what is a sale scarf for full price is something H wouldn't really want to make public ether. It's OP that deserve a reasonable explanation IMO since it is s/he that needs compensating.

 

[Love Of My Life]

You raise such a good point!

TBF, the OP was only reacting emotionally. Anyway, I don't think this thread's title is going to dent H's business growth figures for '22, so it would be hard to measure (and hence compensate for) the financial implied loss of damage (in terms of reputation).

Sending a customer what is a sale scarf for full price is something H wouldn't really want to make public ether. It's OP that deserve a reasonable explanation IMO since it is s/he that needs compensating.
[/QUOTE

There are many newbies who read this forum. Many are intimidated to even go into Hermes.
It sounds like an inventory control issue combined with human error. The best of the
stores make errors as many of us have read on various threads.
Many have comments about H but would not say that H business tactics are trashy, deceptive
or fraudulent, JMO

 

[Love Of My Life]

The supply chain wasn't meant to flow backwards. The rise in online shopping due to the pandemic and supply chain issues from the increased demand have already strained the normal logistical flow of goods. Add in the enormous increase in returns along with staffing shortages and you get a situation where mistakes in warehouse restocking and order picking and shipping are bound to happen.

The OPs claims of "unfair, deceptive, and fraudulent" business practices are hyperbole and, frankly, libelous. We're still in the middle of a global pandemic, a situation none of us ever expected to happen in our lifetime. The "normal" way of things getting done is over. Get used to it.

Agree & unfortunately this is an inventory control issue as well as a human error.
By her own acknowledgement OP has had multiple issues with her online purchases, but
in spite of that continues to shop.
For newbies that are intimidated going into Hermes, this experience & the choice of words used here
may not encourage them to shop online or go in a Hermes store.
We have seen from various posts that even the best stores all over the world have
inventory/shipping issues.
OP has chosen trashy, unfair, fraudulent & deceptive to describe her experience I wonder if she
would use the same words to share her experience with an Hermes executive in writing as its
pretty easy to vent here. OP should get an explanation..
Interesting to see if she does

 

[vildachya]

This may have been addressed at one time or another, can someone chime in here? Is the Hermes website merchandise in the US located in a NYC store or elsewhere? I always assumed it was elsewhere, but had no real basis for thinking that. From an inventory control point of view I wonder if the "Sale" merchandise is held in the same place. I am still wondering how the OP could have been sent a sale scarf. I can understand possibly getting a scarf which had been returned, but the sale piece is confounding, for sure.

 

[ScarfBloke]

Firstly, I totally sympathise however to quote Margaret Thatcher - "There is no such thing as a government. There are only people." and so I feel that we need to be sensible.

Breathe here!

They are people, and people make mistake. Gosh, I make dozens every day and yes, it was a special purchase, but come on people! Show some love!

Please just send a lovely email explaining what you have found, or call them! I am NOT an Hermes employee, but I honestly believe that people are good and honest. They will listen. They will (most likely, very sincerely) apologise. They will (also most likely and most sincerely) try to make it right.

Please remember that life happens - please allow the lovely Hermes People to make mistakes and you never know how this grace will be returned back to you in the future.

ScarfBloke.

 

[cali_to_ny]

This may have been addressed at one time or another, can someone chime in here? Is the Hermes website merchandise in the US located in a NYC store or elsewhere? I always assumed it was elsewhere, but had no real basis for thinking that. From an inventory control point of view I wonder if the "Sale" merchandise is held in the same place. I am still wondering how the OP could have been sent a sale scarf. I can understand possibly getting a scarf which had been returned, but the sale piece is confounding, for sure.

I'm in the NYC metro area and my purchases always come from a New Jersey location (same address as on return shipping label). They probably have more than one distribution center though?

ETA: I've never had any of the issues described here, either pre or post covid.

 

[I AM GPT]

I'm in California and all my H items from the website comes from New Jersey.

Also, I have never ever had any issues with H.com. I sometimes prefer to get it there, knowing that less people have touched it compared to a store piece.

 

[cakeymakeybakey]

I'm in the NYC metro area and my purchases always come from a New Jersey location (same address as on return shipping label). They probably have more than one distribution center though?

ETA: I've never had any of the issues described here, either pre or post covid.

I live outside of Boston and my orders have all come from a Dayton, NJ location. And I, too, have never had an issue with any of my orders, whether it's a scarf, makeup, leather goods, or fragrance.

 

[think96]

We are not here to pleased big corporations with unlimited assets like Hermes. We are customers who is more vulnerable compared to them. The $10K is nothing for them. COVID happened not only to Hermes but to all of us as well. This time is hard emotionally. We became restricted in many aspects nowadays. We are buying stuff is not for sake of its utilitarian functions but to delight ourselves at COVID time as well. We buy stuff and paying premium price by impeccable dollars that are not torn by half or spoiled in other way and let them gain a big profit. We should NOT take their side in any aspects and show leniency. As a big corporation they must take responsibility for doing their business.

Instead we see deterioration of service, quality, and attitude to customers. And contrary increase of a price. The time when SA helping you without a hurry choose Kelly is a history. Instead people afraid to become “not loyal Hermes client” and telling me to be quiet.

There is nothing to justify things like to be upset by service and goods, paying premium price, writing support emails, receiving templated responses, printing label, packing returns, driving to, and spending my time at FedEx to drop off return. No, this is not what I should pay for and be kept silenced.

 

[I AM GPT]

No one is telling you to be silent. We've asked you to return the item and ask for a refund. People on here have given you templates even to request a refund and instructed you to speak with a representative from Hermes. Have you done any of this by any chance?

If you're not willing to even do the minimum for your own self at this time, I don't know what more we can do for you?
Unless it's your aim is for us all to turn against a brand who hasn't done anything negative to us.

So which is it?

If this luxury brand has done you so wrong, just don't buy from them going forward. Us saying this is not taking Hermes side, but trying to save you from inevitable disappointment judging by how highly you view the brand and your high expectations of their products and services.

 

[ScarfBloke]

We are not here to pleased big corporations with unlimited assets like Hermes. We are customers who is more vulnerable compared to them. The $10K is nothing for them. COVID happened not only to Hermes but to all of us as well. This time is hard emotionally. We became restricted in many aspects nowadays. We are buying stuff is not for sake of its utilitarian functions but to delight ourselves at COVID time as well. We buy stuff and paying premium price by impeccable dollars that are not torn by half or spoiled in other way and let them gain a big profit. We should NOT take their side in any aspects and show leniency. As a big corporation they must take responsibility for doing their business.

Instead we see deterioration of service, quality, and attitude to customers. And contrary increase of a price. The time when SA helping you without a hurry choose Kelly is a history. Instead people afraid to become “not loyal Hermes client” and telling me to be quiet.

There is nothing to justify things like to be upset by service and goods, paying premium price, writing support emails, receiving templated responses, printing label, packing returns, driving to, and spending my time at FedEx to drop off return. No, this is not what I should pay for and be kept silenced.

Think96 - I really hope that you are able to find a solution.

I suggest you put RETURN TO SENDER on the remaining parcels that are due to arrive to show you didn't accept them or open them. You will be refunded on those items. Put the scarf up for sale - you will get some money back for sure.

Be happy that you are alive. Look in the eyes of a child and find some joy. Smell a rose? Pat a puppy?

I am tapping out here folks.