Hermes.com ISSUES & SOLUTIONS

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#3,320
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#136
luckylove said:
You have 30 days to return or exchange items purchased on H.com. I believe you can exchange or get store credit if you bring to boutique, but they can not refund your money at boutique. Have a wonderful trip! Do post pics of your new goodies when they arrive! Best wishes!
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Thank you for the information. I got one order yesterday that included sandals that I wasn't sure if they would fit but they do so no need for returns yet ;). I will take pics when I get back from vacation.
make_4_money said:
I just made my 3rd order on an small leather goods on EU Hermes website. Is that means it will be cancelled later according to their policy :tdown: (2 items annually per customer on small leather goods)? Well...I will update on the process of my order, cheers...;)
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I am in the US and I have ordered a lot of stuff in the past month and so far I haven't had any problems.
 
#137
megt10 said:
Thank you for the information. I got one order yesterday that included sandals that I wasn't sure if they would fit but they do so no need for returns yet ;). I will take pics when I get back from vacation.


I am in the US and I have ordered a lot of stuff in the past month and so far I haven't had any problems.
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Wow. it is just so unfair, about one hours ago I received the phone call from Hermes cutomer service that my order was just cancelled. The service lady said one customer only allowed to buy two wallets per year. And the following email I received several minutes later said my order is canceled, so sad :nogood:.

We have received your order bearing the number1900000159.
We sincerely apologise but we are currently unable to process this order.

For more information, please contact one of our advisors either by telephone ore-mail.


Thank you for your interest in Hermès products.
 
#138
make_4_money said:
Wow. it is just so unfair, about one hours ago I received the phone call from Hermes cutomer service that my order was just cancelled. The service lady said one customer only allowed to buy two wallets per year. And the following email I received several minutes later said my order is canceled, so sad :nogood:.

We have received your order bearing the number1900000159.
We sincerely apologise but we are currently unable to process this order.

For more information, please contact one of our advisors either by telephone ore-mail.


Thank you for your interest in Hermès products.
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I'm sorry for you. I suppose that it's because of a small number of people (or organisations) that buy with the intention of selling to make a profit. I understand that sometimes a person needs to sell a bag for financial issues or change of heart re a specific item but it seems the re selling market is thriving despite difficullties obtaining bags/items unless being friends with an SA. Either those bags online are fake or people have made it a habit of buying and selling yo make a living. Either way, honest customers will pay the price.
 
#140
make_4_money said:
Wow. it is just so unfair, about one hours ago I received the phone call from Hermes cutomer service that my order was just cancelled. The service lady said one customer only allowed to buy two wallets per year. And the following email I received several minutes later said my order is canceled, so sad :nogood:....
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When Sara at Hermes called me with the awful news, I tried to be brave for her sake. The sobbing came later. What did poor Sara do wrong get that job? She is very pleasant and professional, but I think everyone she talks to hears something like this: "Hello, this is Sara with Hermes. I'm sorry but the gorgeously crafted, beautiful leather treasure that you can't WAIT to get is not coming. And as a further punishment for your ignorance, you can't have ANY other SMG's for the rest of this year."

They made a mistake in deciding not to post this rule prominently on the European websites. The first thing you learn about any kind of limit is that only your third SMG order is already too many. I don't begrudge them a limit, just that they are doing it this way.
 
#141
MikeinGermany said:
When Sara at Hermes called me with the awful news, I tried to be brave for her sake. The sobbing came later. What did poor Sara do wrong get that job? She is very pleasant and professional, but I think everyone she talks to hears something like this: "Hello, this is Sara with Hermes. I'm sorry but the gorgeously crafted, beautiful leather treasure that you can't WAIT to get is not coming. And as a further punishment for your ignorance, you can't have ANY other SMG's for the rest of this year."

They made a mistake in deciding not to post this rule prominently on the European websites. The first thing you learn about any kind of limit is that only your third SMG order is already too many. I don't begrudge them a limit, just that they are doing it this way.
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Yes, exactly the same lady called me from Hermes, she is nice and very patient to hear from the customer, but there is nothing she can help. I think she is also the people when you first time purchase on the web store that calling for confirming your order!
 
#142
My experience with the Canadian website is generally good but there have been a few hiccups. I have noticed that the links on the Canadian website to particular items don't always work properly which is frustrating. I also ordered a scarf and then got a call from Hermes saying that they had the correct scarf but the invoice showed a different scarf and was this ok (price the same - just the name was wrong)? I said yes, because otherwise it would hold up shipment because they would have to contact Paris to correct the invoice! It happened again but this time no call - but I did get the correct scarf at the correct price. But it boggles my mind how they can run a business this way. An auditor's' nightmare.
 
#144
sandbag said:
Oops- I was saying it really hurts to think you've purchased something great online and then be told the next day that you can't have it. It's like taking candy from a baby.
And maybe that is their intentional marketing strategy- get us hooked easily online and then, once addicted, force us to show up at the stores to get our addictions fed. That's how it feels to me, but I'm already hooked! :smile1:
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Waaaa - it happened again! Hermes again has made me feel like a bad child for trying to buy their products! I got so excited about the maxi-twillies. As soon as they were up on the US website I ordered four. I didn't think that was excessive - I actually thought I was being restrained by "only" ordering 4. Order showed up as being validated - for days, but it was over the weekend. So I checked again this morning and it said it had been cancelled. I had read on this forum that there was a limit of 3 in stores, but that was after I had :confused1:placed my order.
Sure enough, the representative told me my order was cancelled because there was a limit of 3 online. Well, how was I supposed to know that when I ordered? She said they had tried to call me (I did have phone problems for a few hours last week), but they did not leave a message, nor did they send an email. So now I was able to re-order 3.
I mentioned to the customer service rep that I had read something on TPF about in-store limits, and was then told I should have called. And I was told in no uncertain terms that Hermes will not post their limits EVER. I do not think that is a very nice way to treat their customers. I am not a re-seller - I have never sold anything. And I understand why Hermes sets limits. I just hate always having to try to second-guess their policies!
 
#146
It also does not seem fair that the entire order is cancelled- how about calling the customer and asking "mademoiselle, there is a limit of 3 maxi twillys per customer at this time, which 3 would you like to purchase?" I honestly can not wrap my brain around turning away a good paying customer and risk bad feelings as well.
 
#147
sandbag said:
Waaaa - it happened again! Hermes again has made me feel like a bad child for trying to buy their products! I got so excited about the maxi-twillies. As soon as they were up on the US website I ordered four. I didn't think that was excessive - I actually thought I was being restrained by "only" ordering 4. Order showed up as being validated - for days, but it was over the weekend. So I checked again this morning and it said it had been cancelled. I had read on this forum that there was a limit of 3 in stores, but that was after I had :confused1:placed my order.
Sure enough, the representative told me my order was cancelled because there was a limit of 3 online. Well, how was I supposed to know that when I ordered? She said they had tried to call me (I did have phone problems for a few hours last week), but they did not leave a message, nor did they send an email. So now I was able to re-order 3.
I mentioned to the customer service rep that I had read something on TPF about in-store limits, and was then told I should have called. And I was told in no uncertain terms that Hermes will not post their limits EVER. I do not think that is a very nice way to treat their customers. I am not a re-seller - I have never sold anything. And I understand why Hermes sets limits. I just hate always having to try to second-guess their policies!
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Wow, just wow! How were you able to re-order 3 when they only have the orange brazil left showing on their website? One of the seventy wonders of Hermes...:laugh:
 
#148
I had a funny experience with H.com last week. I ordered a gorgeous silk scarf for my friend's birthday last week. My order was confirmed and when I checked on line it said my order had been dispatched. I received a phone call from them the following evening only to be told that there was a mistake on line and that was a vintage scarf not in production anymore and they do not have it. I was bummed! She told me there was one left in a boutique in a different state and she gave me the telephone number. At that point, I went to my local boutique and purchased something else for my friend that I thought she would love. On Friday, the scarf from H.com showed up at my door despite being told my order was cancelled.:huh:
 
#149
luckylove said:
I had a funny experience with H.com last week. I ordered a gorgeous silk scarf for my friend's birthday last week. My order was confirmed and when I checked on line it said my order had been dispatched. I received a phone call from them the following evening only to be told that there was a mistake on line and that was a vintage scarf not in production anymore and they do not have it. I was bummed! She told me there was one left in a boutique in a different state and she gave me the telephone number. At that point, I went to my local boutique and purchased something else for my friend that I thought she would love. On Friday, the scarf from H.com showed up at my door despite being told my order was cancelled.:huh:
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!!?? Did they charge your credit card for it? HOw weird... and VERY mistake prone.
 
#150
luckylove said:
I had a funny experience with H.com last week. I ordered a gorgeous silk scarf for my friend's birthday last week. My order was confirmed and when I checked on line it said my order had been dispatched. I received a phone call from them the following evening only to be told that there was a mistake on line and that was a vintage scarf not in production anymore and they do not have it. I was bummed! She told me there was one left in a boutique in a different state and she gave me the telephone number. At that point, I went to my local boutique and purchased something else for my friend that I thought she would love. On Friday, the scarf from H.com showed up at my door despite being told my order was cancelled.:huh:
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What happened finally?
 
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