Hermes boutiques in London

[PJW5813]

Sometimes threads from people with only a dozen posts to their name contain tales like this and I often consider them to be of dubious intent.
However it is troublesome to read a post of this nature about instore treatment from a long established forum member and known Hermes devotee and customer.

 

[periogirl28]

@QuelleFromage I am aware that your incident has left a very bad taste in your mouth and the bag you collected will always remind you of it. If it really still rankles, my only suggestion is to write to the UK GM and cc FSH and express your disappointment. I am sure you are familiar with the persons involved. The conditions for reservations and pickup may be set by higher management, not the store and I am very sure not the SAs. Never thought your SA could be fired for offering you an SO? That’s very drastic. Tell them if nothing changes, you will stop shopping with Hermes altogether. It’s not worth this amount of your aggravation, especially if there is another SO in the works to pick up in future. HTH!

 

[PJW5813]

That is sound advice on many levels.

 

[QuelleFromage]

@QuelleFromage I am aware that your incident has left a very bad taste in your mouth and the bag you collected will always remind you of it. If it really still rankles, my only suggestion is to write to the UK GM and cc FSH and express your disappointment. I am sure you are familiar with the persons involved. The conditions for reservations and pickup may be set by higher management, not the store and I am very sure not the SAs. Never thought your SA could be fired for offering you an SO? That’s very drastic. Tell them if nothing changes, you will stop shopping with Hermes altogether. It’s not worth this amount of your aggravation, especially if there is another SO in the works to pick up in future. HTH!

That is very sound advice. We don't wish to stop shopping with H, are happy with our other options in France and the US (and even in LON!) - this is an isolated store experience - but I think DH in particular would feel much better if he got some resolution.
I'm happy that others have had a nice time at this store but given how badly we were treated, I am not going to encourage non-residents to try to build a profile at NBS and that's why I posted what happened. I am disappointed in the less helpful responses, but hardly surprised.

 

[cavluv]

I was told very bluntly by NBS that as we don't live permanently in the UK we are not welcome customers - this is why they threatened to give away my special order if I did not fly there immediately/wire them money. My SA was almost fired for giving me an SO. DH was told the same thing: "We don't give special client treatment to people who don't live here." Note that DH and I have spent many thousands at NBS and did at that time consider it our home store (we are in London at least once a month for a week or so).
NBS is far, far, far and away the worst H experience DH and I have ever had.
Cadogan is a different story - they are lovely there.

I remember when this happened and reading these new details is literally shocking to me! Can you even imagine firing an employee for providing service to established clients...it’s beyond belief. I trust and respect your opinions regarding H and based on this, DH and I will never shop at NBS.

 

[FreddieMac]

I was told very bluntly by NBS that as we don't live permanently in the UK we are not welcome customers - this is why they threatened to give away my special order if I did not fly there immediately/wire them money. My SA was almost fired for giving me an SO. DH was told the same thing: "We don't give special client treatment to people who don't live here." Note that DH and I have spent many thousands at NBS and did at that time consider it our home store (we are in London at least once a month for a week or so).
NBS is far, far, far and away the worst H experience DH and I have ever had.
Cadogan is a different story - they are lovely there.

Sorry, I don't mean to flog this unpleasant horse to death, but I just wanted to chime in with just how awful this is.

I'm so sorry to both you and your DH, this is not the way anyone should be treated, even in the most mundane of shopping experiences, let alone at H.

 

[ladysarah]

Hope everyone is enjoying a pleasant festive break! .

I often drop by Hermes in Bond Street and is usually busy, but rarely packed.- a very pleasant experience and a chance to browse. A big store with good inventory. Visitors, tourists and Londoners shop and walk out with big bags.

As a general suggestion, unless you have an appointment, don’t go there when short on time, and don’t bring an excessive amount of entitlement for ‘special treatment’, no matter the size of your wallet. ( this is true for almost any shop in London) At Hermes, I have personally seen some customers with atrocious manners. This can make it very unpleasant for employees and other customers alike. I do wonder how they tolerate it.

When you pay by credit or debit card the store will have the card registration address on file- so they know if the customer lives in the uk or not.

Some of the comments on this thread need to be taken with a pinch of salt and calling Hermes employees jerks is not going to be conducive to a good relationship in that store.

 

[milotic55]

Im sorry but as a long time selfridge customer in london, bond street have treated me like ****, not accepting exchanges from stuff i bough from selfridges items and being just down rite rude. My first horrible experience was when I was was trying to decide between a two rings one with diamond and one without and they flat out told me a bag will not appear if u get the diamond one. I did not even have any intention of getting a bag nor ask them about it

 

[bagidiotic]

Im sorry but as a long time selfridge customer in london, bond street have treated me like ****, not accepting exchanges from stuff i bough from selfridges items and being just down rite rude. My first horrible experience was when I was was trying to decide between a two rings one with diamond and one without and they flat out told me a bag will not appear if u get the diamond one. I did not even have any intention of getting a bag nor ask them about it

Really very daring
To speak to clients this manner
Atrocious!!!

 

[bobee25]

I was at selfridges London and a friend of mine was asking about a Birkin the Sa told her directly she must buy a watch that’s 30000 GBP in order for the store manager to accept that she buy the bag so she didn’t and we walked away

 

[De sac]

Stopped into Royal Exchange to browse and pick up some small items. Was curious after reading this thread (and spending too much time and money these last 12 months in Chanel - honestly Hermes has been my first love since 2005).

Staff absolutely lovely and attentive. A few bags on display (Lindy, Halzan, Herbag). Kelly wallets on display. I asked to see the Halzan as I'm thinking about this one - which is available online! Always nice to try in person, though.

I did see a client get offered a Gris anthracite Birkin 30, which I think she took.

Was asked more than once (and in more than one way) if I was local before we got to the part where we check my profile.

Overall nice experience, which I have always had previously there, Selfridges and Cadogan. Harrods (I visit the store once a month) and NBS are always too busy to get a SA when I've visited.

I appreciate that the Halzan is available online, and if I buy I will send to the store for pick up.

 

[FreddieMac]

Stopped into Royal Exchange to browse and pick up some small items. Was curious after reading this thread (and spending too much time and money these last 12 months in Chanel - honestly Hermes has been my first love since 2005).

Staff absolutely lovely and attentive. A few bags on display (Lindy, Halzan, Herbag). Kelly wallets on display. I asked to see the Halzan as I'm thinking about this one - which is available online! Always nice to try in person, though.

I did see a client get offered a Gris anthracite Birkin 30, which I think she took.

Was asked more than once (and in more than one way) if I was local before we got to the part where we check my profile.

Overall nice experience, which I have always had previously there, Selfridges and Cadogan. Harrods (I visit the store once a month) and NBS are always too busy to get a SA when I've visited.

I appreciate that the Halzan is available online, and if I buy I will send to the store for pick up.

Sounds like a wonderful experience, and what one would hope for. I’m really happy for you!

I’ve not had an opportunity to revisit the boutique since it’s reopened post refurb, but the SM and the rest of the team are always wonderfully welcoming and friendly. If they carried a larger category of goods, including RTW, I would have no qualms making this my ‘home’ store!

 

[Elina0408]

Hope everyone is enjoying a pleasant festive break! .

I often drop by Hermes in Bond Street and is usually busy, but rarely packed.- a very pleasant experience and a chance to browse. A big store with good inventory. Visitors, tourists and Londoners shop and walk out with big bags.

As a general suggestion, unless you have an appointment, don’t go there when short on time, and don’t bring an excessive amount of entitlement for ‘special treatment’, no matter the size of your wallet. ( this is true for almost any shop in London) At Hermes, I have personally seen some customers with atrocious manners. This can make it very unpleasant for employees and other customers alike. I do wonder how they tolerate it.

When you pay by credit or debit card the store will have the card registration address on file- so they know if the customer lives in the uk or not.

Some of the comments on this thread need to be taken with a pinch of salt and calling Hermes employees jerks is not going to be conducive to a good relationship in that store.

Depends who says so, if is a long time customer then we should take it into consideration! [emoji6][emoji848] In my opinion the problem isn't the employees but their all over the place changing policies!!!!

 

[De sac]

Have H on the brain and as it's cold here in London figure it's a good time to buy some gloves.

Went to Selfridges at lunch for the Chanel sales and stopped into the H concession just to try for size.

There were about 10 clients dotted around and almost as many SAs. Most were not helping anyone directly, and I was in the "store" for about 5 minutes before anyone made eye contact. I understand that SAs can be occupied while it looks like they are doing nothing and a few gave me the impression they were occupied. But when I tried to get someone's attention from a group of three that were discussing amongst themselves, two passed me with very little acknowledgment and the third stopped to help me.

While she was showing me the gloves I saw two SAs chatting together spraying themselves with perfume - not looking very available to assist. I almost felt like they might be seasonal!

The SA who did help was lovely, was wearing CDC belt and bracelet in a way that made me think twice. No London stores have the combo I want but it's available online.

 

[frou frou]

Im sorry but as a long time selfridge customer in london, bond street have treated me like ****, not accepting exchanges from stuff i bough from selfridges items and being just down rite rude. My first horrible experience was when I was was trying to decide between a two rings one with diamond and one without and they flat out told me a bag will not appear if u get the diamond one. I did not even have any intention of getting a bag nor ask them about it

The ring story sounds like something from a street market, what lack of finesse!
As far as the exchange goes, Selfridges and Harrods have Hermes concessions which operate separate systems so one can’t exchange or get refunds from there at the three Hermes stores, and vice versa.