Hermes Cafe Bon Temps~Good Times Cafe

[gracekelly]

From a brand management perspective, reselling circumvents the process H has in place for controlling who buys their product. For a company that has such stringent practices for just about everything, I would say that's why reselling is a problem. Sales are not the only measure of success. If your brand is carried by clients that don't show the product in the best light (i.e. read the Stars thread anytime the Ks are featured) it degrades the relationship with the clientele they need to cultivate for the future. I don't have a problem with reselling but I don't think it's good for the brand.

Controlling who buys their product. OK .....Money usually helps. Does one need to submit a CV or copy of your Burke's Peerage family page? So are you saying that we are looked at up and down and if we pass muster, we are allowed to purchase? That sounds like a class action law suit waiting to happen. I have been at the Madison boutique where a couple bought a Bolide, not an inexpensive bag, who looked like they were living on public assistance. Did the SA have some hidden and secret knowledge about them? I tend to doubt it. I was so fascinated by what was happening that I overhead them tell the SA that they had never been at Hermes before. I understand that your point of view comes from your retailing experience, but I am having a problem with this view. I haven't noticed the K's are having a problem getting a fresh supply of Hermes bags either or their mode of dress or modestly making vast improvements. Surely any fashionable Parisian would turn up their nose at how the K's dress in public whilst wearing the Hermes that the boutique graciously allowed them to purchase.

 

[MadMadCat]

From a brand management perspective, reselling circumvents the process H has in place for controlling who buys their product. For a company that has such stringent practices for just about everything, I would say that's why reselling is a problem. Sales are not the only measure of success. If your brand is carried by clients that don't show the product in the best light (i.e. read the Stars thread anytime the Ks are featured) it degrades the relationship with the clientele they need to cultivate for the future. I don't have a problem with reselling but I don't think it's good for the brand.

Well, H has sold the bags to someone in the first place, so if the bag has entered the resale market, H has put in place a worthless vetting system and/or once people buy something they assume they can do what they want with it!

Bentley doesn't kick and scream if one of their clients sells the Car to someone they don't approve. And a Bentley is much more exclusive than a B or K.

I am not so sure that H dislikes that their bags are seen in the K's hands. Why would they be invited to seat in the first row at every H show, otherwise?

 

[gracekelly]

Well, H has sold the bags to someone in the first place, so if the bag has entered the resale market, H has put in place a worthless vetting system and/or once people buy something they assume they can do what they want with it!

Bentley doesn't kick and scream if one of their clients sells the Car to someone they don't approve. And a Bentley is much more exclusive than a B or K.

I am not so sure that H dislikes that their bags are seen in the K's hands. Why would they be invited to seat in the first row at every H show, otherwise?

Thank you! The Bentley convertible in white has been the car of choice of successful gang banger drug lords. What does Bentley say about that? "Gosh, we should have asked where the money came from to buy the car? "

 

[EmileH]

I am honestly thankful for all the knowlege that's imparted since my original post. It is day 3 and I am still moping like a girl who got dumped. After all the discussion, why do I feel so guilty that I have sent an email to the Managing Director of the store? I was advised that she does not come in until Tuesday. All of a sudden, I want to hit the non-existent recall button as I feel like I have gotten someone in deep trouble for a bag and I am messing with someone's livelihood. Should I come up with some type of damage control plan when she gets in and reads it?

I must have been going through 5 stages of grief, or suddenly am I just suddenly chickening out? Yiykes.

Don't feel badly. You were treated inappropriately and I'm sure that your message politely expressed your views.

 

[kathydep]

don't worry about it, as a long time retail worker in a previous career one email won't end a career and if it's an habitual issue with the SA then it means there's a bigger problem that needs to be addressed. You have a right to express your frustration. It can be frustrating and if it makes you feel better I moped for several days about passing on several bag options to wait for my ideal leather but now I'm over it.

It does. I'm sorry, I don't mean to find sollace in your pain. I'm just relieved that other folks go through with these feelings too. I feel like I'm pre-mourning the end of my era in that store. Anyway, I'll keep everyone posted on what happens next.

 

[gracekelly]

It does. I'm sorry, I don't mean to find sollace in your pain. I'm just relieved that other folks go through with these feelings too. I feel like I'm pre-mourning the end of my era in that store. Anyway, I'll keep everyone posted on what happens next.

You had some cold water thrown in your face. It will dry off and you will be fine and move on.

 

[MSO13]

Controlling who buys their product. OK .....Money usually helps. Does one need to submit a CV or copy of your Berk's Peerage family page? So are you saying that we are looked at up and down and if we pass muster, we are allowed to purchase? That sounds like a class action law suit waiting to happen. I have been at the Madison boutique where a couple bought a Bolide, not an inexpensive bag, who looked like they were living on public assistance. Did the SA have some hidden and secret knowledge about them? I tend to doubt it. I was so fascinated by what was happening that I overhead them tell the SA that they had never been at Hermes before. I understand that your point of view comes from your retailing experience, but I am having a problem with this view. I haven't noticed the K's are having a problem getting a fresh supply of Hermes bags either or their mode of dress or modestly making vast improvements. Surely any fashionable Parisian would turn up their nose at how the K's dress in public whilst wearing the Hermes that the boutique graciously allowed them to purchase.

I'm speaking specifically about the coveted B/K/C and select other hard to find items. There are literally hundreds of posts from people about how they were "selected" to get a bag when dozens or even hundreds of others were turned down. There are another couple hundred threads asking how much you have to buy to "get to buy" a bag. If that's not controlling who buys the product I don't know what is. There's an allegation of discrimination of Asian buyers on the Paris thread every other page. When too many pictures of the Kardashians are posted, there are two pages of how the brand has fallen to the hands of this vulgar family. I don't care who buys the bags or if the Ks carry them, I don't even mind the Ks and I don't think H does but everything I said is based on what I read on this forum. As far as I know, there have been no lawsuits against H though certainly there have been stories of SAs who have utilized sales tactics that were very questionable.

There is a selection process for who gets a bag, there is a carrot/stick game firmly in place. While the Bolide is a beautiful bag, it's a stick-not the carrot. SAs make commission on that bag, they were probably thrilled to sell it to anyone who asked. This forum contains a lot of conversation centered around the game, who hates it, who plays it, who is lucky, who was rejected and who is successful. It seems to have very little to do with just money and I doubt there would be 10 years of conversation on this site about a brand if all it took was money and walking into the store.

As for if Bentley complains about sales from illegal activity, that image isn't doing much for their brand image with luxury buyers. Again, sales are only one measure of success. In order for brands to maintain super premium pricing and credibility with core consumers, they target a specific buyer. There's nothing wrong with designing a brand and targeting a specific consumer.

 

[eagle1002us]

I am honestly thankful for all the knowlege that's imparted since my original post. It is day 3 and I am still moping like a girl who got dumped. After all the discussion, why do I feel so guilty that I have sent an email to the Managing Director of the store? I was advised that she does not come in until Tuesday. All of a sudden, I want to hit the non-existent recall button as I feel like I have gotten someone in deep trouble for a bag and I am messing with someone's livelihood. Should I come up with some type of damage control plan when she gets in and reads it?

I must have been going through 5 stages of grief, or suddenly am I just suddenly chickening out? Yiykes.

The words "retail therapy" have their origin (I am sure) in the notion that retail SA's and retail management sometimes get heat from the customer. If these folks can't take it, they are too thin skinned to be working with the public. Aside from your particular concerns -- since I don't remember what they were -- I'm sure the really-high priced retailers get heat just b/c they are high priced. In short, if a person pays a lot of $$ every once in a while they may feel entitled to blow of steam especially if the service is not what they expect or what they are accustomed to. I myself (believe it or not) have been really fried and complained to the manager and I know of others that have been equally fried in a way that led them to complain as well. Managers are supposed to smooth things over -- you know, the old adage, don't go away mad. They don't always do that but those that don't seem to disappear after a while. Also, management has to roll with the punches. I'd go easy on yourself, kathydep. This will blow over. It's not a big deal.

 

[CapriTrotteur]

Hello everyone.

It's been a while since I've stopped by (and I have many new and exciting H purchases, including my first poncho and hat that I love!) but I wanted to say hello to you all. Things here have been very busy with both work and my personal life and I hope everyone is doing well. I have a quieter weekend ahead of me thanks to the holiday so I thought I'd catch up on TPF.

How has everyone been doing?

Hi Kyokei welcome back, hope that you are good.
I am like Dharma and more a reader than a poster too.
I caught a few of your in action pics and love your new pieces.
Looking forward to more of your news.

 

[MadMadCat]

I'm speaking specifically about the coveted B/K/C and select other hard to find items. There are literally hundreds of posts from people about how they were "selected" to get a bag when dozens or even hundreds of others were turned down. There are another couple hundred threads asking how much you have to buy to "get to buy" a bag. If that's not controlling who buys the product I don't know what is. There's an allegation of discrimination of Asian buyers on the Paris thread every other page. When too many pictures of the Kardashians are posted, there are two pages of how the brand has fallen to the hands of this vulgar family. I don't care who buys the bags or if the Ks carry them, I don't even mind the Ks and I don't think H does but everything I said is based on what I read on this forum. As far as I know, there have been no lawsuits against H though certainly there have been stories of SAs who have utilized sales tactics that were very questionable.

There is a selection process for who gets a bag, there is a carrot/stick game firmly in place. While the Bolide is a beautiful bag, it's a stick-not the carrot. SAs make commission on that bag, they were probably thrilled to sell it to anyone who asked. This forum contains a lot of conversation centered around the game, who hates it, who plays it, who is lucky, who was rejected and who is successful. It seems to have very little to do with just money and I doubt there would be 10 years of conversation on this site about a brand if all it took was money and walking into the store.

As for if Bentley complains about sales from illegal activity, that image isn't doing much for their brand image with luxury buyers. Again, sales are only one measure of success. In order for brands to maintain super premium pricing and credibility with core consumers, they target a specific buyer. There's nothing wrong with designing a brand and targeting a specific consumer.

Sorry i must not have been clear. I did not mean that the system of selecting the customer does not exist. Of course it does, but whatever it is, it fuels the resale market and does not prevent the brand from being cheapened. You described it better than i ever could.

For the Bentley, of course they target a certain kind of customer. I don't disapprove their brand management: it is certainly much more transparent than H's.

 

[etoupebirkin]

From a brand management perspective, reselling circumvents the process H has in place for controlling who buys their product. For a company that has such stringent practices for just about everything, I would say that's why reselling is a problem. Sales are not the only measure of success. If your brand is carried by clients that don't show the product in the best light (i.e. read the Stars thread anytime the Ks are featured) it degrades the relationship with the clientele they need to cultivate for the future. I don't have a problem with reselling but I don't think it's good for the brand.

There are two kinds of resellers, those who primarily sell new bags with a healthy premium and those who sell pre-loved. JaneFinds and kajillions who sell on Instagram are an example of the first, Sandia Exchange, the second.

People who get bags at FSH and immediately post them for sale on Instagram are the ones that Hermes has a problem with. The second kind, exemplied by Sandia sells pre-loved bags at fair prices. I do not think that Hermes has a problem with them at all. My former SA used to tell me that H items keep their value. That's one of many reasons why I put up with the politics and buy what I like when I can.

Because of the holding value issue, I won't buy bags or scarves from Dior whose brand experience is far more customer service oriented and luxurious.

 

[momasaurus]

My SA mentioned something about finding them for me at the time but I was too distracted by another item to ask more about it or confirm. My SA found a pair of shoes for me once a while ago which I ended up buying. I am 90% sure I know what I am buying the next time I go and there are one or two other things I am curious about so will have to ask.... Thankfully what I want is usually in store.

This is my one problem with H. I love too many things and am distracted by so many choices I often forget about something entirely until I leave.

Also we are so lucky to shop at Madison. Think of all the folks here whose home store has much less stock. Even the big and glamorous city of San Francisco has a very small H boutique, with very limited stock.

 

[MSO13]

There are two kinds of resellers, those who primarily sell new bags with a healthy premium and those who sell pre-loved. JaneFinds and kajillions who sell on Instagram are an example of the first, Sandia Exchange, the second.

People who get bags at FSH and immediately post them for sale on Instagram are the ones that Hermes has a problem with. The second kind, exemplied by Sandia sells pre-loved bags at fair prices. I do not think that Hermes has a problem with them at all. My former SA used to tell me that H items keep their value. That's one of many reasons why I put up with the politics and buy what I like when I can.

Because of the holding value issue, I won't buy bags or scarves from Dior whose brand experience is far more customer service oriented and luxurious.

Well said EB, I actually wish there were another name for the second hand/ pre loved sellers because they target a completely different group and have wildly different ways of procuring their inventory.

 

[Mindi B]

Here's my take (for what it's worth, which is exactly what I'm charging for it ): Hermes is a for-profit company. The ultimate goal, always, is to sell product. To the degree that "exclusivity" contributes to the brand's desirability and therefore its bottom line, Hermes will support this image. But they also want to stay visible. And make money.
They are being selective about to whom they sell Birkins and Kellys because they have to be. The supply is not adequate to the demand right now, and if they truly sold their most desired products on a first come, first served basis, the boutiques would be nearly empty after the first half-hour. Keeping people coming in hoping to "score" (whether at random or via staggered appointment times) constitutes intermittent reinforcement, the most effective strategy to increase a behavior's occurrence (as I believe PbP pointed out some pages back). And when people flow into the store seeking a B/K, they may well walk away with other items. To the degree that resellers allow customers to bypass this process, Hermes is against them. If a prospective customer only wants a Birkin and can get that Birkin without ever setting foot in a boutique, the opportunity to upsell this customer and create a new relationship/revenue stream is lost. This is the chief, and arguably the only, objection Hermes has to resellers. The degree to which a resale market "********izes" Hermes access is of negligible concern to H management, I suspect.
As for the "spend X dollars, win a Birkin" approach, this is a crass but understandable effort to increase sales, no more and no less. In the days when these bags were less known, one could walk into a boutique and buy one off the shelf. No minimum purchase, no games, no evaluation of personal worthiness. The fact of being able to afford the bag was the sole sine qua non. If demand falls or production is significantly increased (the latter unlikely without a major change in the manufacturing processes and ethos of the company), the perceived gauntlet that one must run to purchase these bags will fall away.
I get very uncomfortable when the discussion turns toward who "should" carry Hermes, whom Hermes "wants" to carry their bags, etc. The tone then starts to move toward an us and them elitism that I dislike. (I am not responding to any specific post here: this theme has recurred with some frequency on tPF.) These are handbags. We are not allocating organ transplants here.

 

[EmileH]

Also we are so lucky to shop at Madison. Think of all the folks here whose home store has much less stock. Even the big and glamorous city of San Francisco has a very small H boutique, with very limited stock.

You guys are really lucky to be shopping at the flagship store. You have so much more merchandise than we do.

I think developing the relationship is a two way street. It has taken some time for my SA and I to get used to each other but as we do I find them more helpful in bringing things in for me.

I suppose if it becomes a problem to obtain things because of the changing rules I will head south instead of north for my purchases.