Yes they are! And they processed it quite quickly. I ordered a pair of sandals on Friday, paid it through online payment link, and they delivered it on Monday. DM me if you want my SA contact
Hermes boutiques in London
- Thread starter Roxane
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Yes they are! And they processed it quite quickly. I ordered a pair of sandals on Friday, paid it through online payment link, and they delivered it on Monday. DM me if you want my SA contact
Hi all, in need of some advice regarding the following matter:
I ordered a pair of boots from H Manchester last December. Their stock manager incorrectly copied my address (error in street name, missing flat number) and was unable to fix the issue before delivery. As a result, the boots were delivered to someone's concierge but not mine. The store has refused to honour a replacement or refund to date, arguing that the boots were delivered.
They have requested me to file a police report for 'theft' so they can claim compensation from FedEx. Obviously I do not agree with this at all since they provided a non-existing address to FedEx as well as my own concierge being innocent.
Has anyone been in a similar situation? I'm considering taking legal action against the store with my solicitor but I do not want to be banned by H. However they have provided terrible service to date and I really want to escalate this matter ASAP to receive compensation.
I ordered a pair of boots from H Manchester last December. Their stock manager incorrectly copied my address (error in street name, missing flat number) and was unable to fix the issue before delivery. As a result, the boots were delivered to someone's concierge but not mine. The store has refused to honour a replacement or refund to date, arguing that the boots were delivered.
They have requested me to file a police report for 'theft' so they can claim compensation from FedEx. Obviously I do not agree with this at all since they provided a non-existing address to FedEx as well as my own concierge being innocent.
Has anyone been in a similar situation? I'm considering taking legal action against the store with my solicitor but I do not want to be banned by H. However they have provided terrible service to date and I really want to escalate this matter ASAP to receive compensation.
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This isn't a specific issue with Hermes but rather a dispute between a store and a client. So i will try to answer from that perspective. I don't believe they can claim theft from FedEx. As the address was provided by the sender and they delivered it accordingly. This is an error on the stock manager's part. Nothing to do with FedEx.
What payment method did you use to pay for this purchase? If it was a credit card, you can file a charge back. Show them the delivery confirmation was not your address and the card issuer is likely to rule in your favour and refund the money.
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Sadly enough I used my debit card. I'll try initiating a chargeback if they refuse to help me further, but surely the store should rectify this matter? I can't believe they are being so unwilling to fix their own mistakes, especially for a longstanding H customer.
Yes it should be the store to fix it but since you said they refused to do so, you need to look at other options.
Maybe escalate the issue with Hermes UK corporate head office?
Thanks for your input. I'll try escalating but I have no idea how to get in touch with corporate. If anyone has a contact, please let me know.
Unfortunately as we are in a lockdown, most of the staff are working from home so it would be difficult. Have you tried to call their central customer service hotline? maybe others have contact details of the higher-ups. Good luck! This is unfair to you as you have done nothing wrong!
Indeed, it's difficult! I tried calling their customer service but truthfully they weren't very helpful. They only offered to contact the store manager on my behalf who wouldn't change their mind anyway. I'm awaiting a final response from them regarding the matter and will initiate a chargeback/instruct my solicitor if they do not respond. My solicitor's hourly rate is way cheaper than those boots!
These are good things to try! you can also take them to small claims court which bears much lower cost for a case like this, should they not respond to your solicitor's letter.
I would suggest straight away send a message (written complaint) rather than phone call if the phone call is not working.
At here, the bottom of the webpage, you will see 'Contact us' then choose 'Email us'.
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Thanks Marylu. I actually called them this morning and was given the phone number of the London HQ. I then called the HQ and spoke to a very friendly lady who gave me the contact details of the UK retail director.
Hopefully the director will get back to me and resolve the matter. Fingers crossed!