Hermes.com ISSUES & SOLUTIONS

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#3,320
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#152
Has anyone else been told there is a limit of buying 2 kelly wallets per year at Hermes.com?

I am very surprised to be told this by their customer service team..... So tough to find one on there surely if you see them (which imo is rare) they are there to buy? I don't know what the re-seller market is like for Kelly wallets - do they really fetch more than retail ?:smile1:
 
#155
Not very happy with h.com right now. I placed an order Sunday night and selected OVERNIGHT delivery. Thinking at the latest it would go out Tuesday and it will reach my recipient by end of business day today. I wasn't able to find any tracking information so I called one of their rep. Turned out they didn't even have the item online. It needed to be transferred from another store, to the h.com distribution center THEN it would be shipped to my recipient (and the store had just located the item and it hasn't even gone out to the distribution center yet). I asked if the item can be shipped directly from that store, I was told no. I then asked if I can cancel my order because at this point it's probably faster to order it directly from the boutique of my recipient's city (they'll definitely have it), I was told no; finally I asked if I could file for a partial refund on shipping because I'm not getting the overnight service I paid for, I was told no guarantees.

I am very disappointed with H.com. This is really poor business practice. It was a birthday gift and now it probably won't get there for another week. Sigh.
 
#156
poptarts said:
Not very happy with h.com right now. I placed an order Sunday night and selected OVERNIGHT delivery. Thinking at the latest it would go out Tuesday and it will reach my recipient by end of business day today. I wasn't able to find any tracking information so I called one of their rep. Turned out they didn't even have the item online. It needed to be transferred from another store, to the h.com distribution center THEN it would be shipped to my recipient (and the store had just located the item and it hasn't even gone out to the distribution center yet). I asked if the item can be shipped directly from that store, I was told no. I then asked if I can cancel my order because at this point it's probably faster to order it directly from the boutique of my recipient's city (they'll definitely have it), I was told no; finally I asked if I could file for a partial refund on shipping because I'm not getting the overnight service I paid for, I was told no guarantees.

I am very disappointed with H.com. This is really poor business practice. It was a birthday gift and now it probably won't get there for another week. Sigh.
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So very sorry to hear, poptarts! I find it so baffling that, as a luxury retailer, Hermes doesn't make an effort to be more helpful and accommodating in these situations. There never seems to be any flexibility, or offers to assist with issues that arise due to their antiquated inventory system for their online stock. A number of times I've had orders cancelled when they've realized that they don't actually have the items to ship. Best wishes with your order, and hopefully it will arrive soon!
 
#157
poptarts said:
Not very happy with h.com right now. I placed an order Sunday night and selected OVERNIGHT delivery. Thinking at the latest it would go out Tuesday and it will reach my recipient by end of business day today. I wasn't able to find any tracking information so I called one of their rep. Turned out they didn't even have the item online. It needed to be transferred from another store, to the h.com distribution center THEN it would be shipped to my recipient (and the store had just located the item and it hasn't even gone out to the distribution center yet). I asked if the item can be shipped directly from that store, I was told no. I then asked if I can cancel my order because at this point it's probably faster to order it directly from the boutique of my recipient's city (they'll definitely have it), I was told no; finally I asked if I could file for a partial refund on shipping because I'm not getting the overnight service I paid for, I was told no guarantees.

I am very disappointed with H.com. This is really poor business practice. It was a birthday gift and now it probably won't get there for another week. Sigh.
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Don't know if this is any help, Poptarts, but H no longer ships leather goods from the boutiques - not to customers directly, not to other boutiques at a customer's request. If you purchased a leather bag, bracelet with leather or belt off the website, you would not have been able to get those items sent to your recipient directly from a boutique. (Hope that at least takes away some of the sting.) I am a maniac about shipping charges - they tip me over the edge, particularly since I live within 15 minutes of an H boutique! And I would be seriously annoyed to pay extra shipping for overnight service, only to not get any such thing. That is something I would complain about - doesn't sound like H gives a darn, but I would be tempted to write a quick letter and maybe copy to an exec. in the US. Just so I feel like someone might possibly listen - a store with decent customer service certainly should refund your shipping charge. In fact, they should reimburse all of the shipping charge. (Not that H has ever once listened to my advice!) Sorry for all of this mess, but I'm sure the recipient of your lovely gift and generosity will love it.
 
#158
etoile de mer said:
So very sorry to hear, poptarts! I find it so baffling that, as a luxury retailer, Hermes doesn't make an effort to be more helpful and accommodating in these situations. There never seems to be any flexibility, or offers to assist with issues that arise due to their antiquated inventory system for their online stock. A number of times I've had orders cancelled when they've realized that they don't actually have the items to ship. Best wishes with your order, and hopefully it will arrive soon!
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Thanks very much %3
 
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#159
Hello!

I am hoping that someone can help me with this..I was on the h.com US website last night and saw that they had a behapi double tour in brick/gray in my size (I don't find many xs leather bracelets on h.com often!). I was going to purchase the bracelet, but then realized that the "gray" looked very similar to the "etain" and purple behapi I recently purchased at the Chicago store.

Does anyone know if these are the same color and they are just using a different name? I am contemplating between making my next purchase this bracelet or a clic clac in a neutral. Any help would be appreciated. Thanks so much! :D
 
#160
:?:

Has anyone heard about the new policy on H.com. Instead of chancing delivery times (and paying P&P) and you can buy and collect from your nearest H store. Totally preferable to me at busy times when I never know when I'm in.

Has anyone tried this yet?
 
#163
papertiger said:
^ I just tried to buy something and I can't see how to do it :sad:
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I read their policy on the website, and from what I understand, in store pick up of online orders is made available/offered as an option for locations that qualify for this delivery arrangement. As to which locations qualify, I know not how H determines it.

From EU H website:

"For collection in store:
It is possible to collect the items you have ordered on Hermes.com in-store. This service, offered to Hermes.com customers, is currently only available in selected stores. While completing your order, the option of in-store collection may be offered, according to your billing address.
You can also designate a third party to come and collect your order in-store (see “Time required for delivery and collection”)."
 
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#164
papertiger said:
:?:

Has anyone heard about the new policy on H.com. Instead of chancing delivery times (and paying P&P) and you can buy and collect from your nearest H store. Totally preferable to me at busy times when I never know when I'm in.

Has anyone tried this yet?
Click to expand...

I wonder how a store is selected to be one of the boutiques that offers in-store pick-up of H.com orders. I also wonder what the lag time would be to take delivery this way, since the item has to be sent to the boutique. And I wonder if our local SA would be able to receive credit for the sale.
 
#165
I've been purchasing different items that I love from the site lately, and when I tried to make a purchase few weeks ago, they wouldn't let me. I finally talked to the director, and they said that they suspect a connection to a reseller. WTH?! So, they banned my account. No matter how much I explained myself, it was at no avail. I was so stunned as I have never sold ANY of my items. Everything that I bought from H is sitting in a glass closet. So ridiculous.

Well, my DH is happy. Thinks I won't be buying all these accessories online anymore. Will just buy the important items at the boutique. So stupid though. Wish H knew better and did their due diligence before banning an avid shopper/ H lover. So sad...
 
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