Hermes.com ISSUES & SOLUTIONS

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#3,320
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#211
I placed my first order from the US H.com site for a twilly a week ago. I just realized today that I never received an email or shipping confirmation. I logged into the site and it says my order "has been dispatched." Does that mean shipped? Or processed? And do they normally not send confirmations? TIA!
 
#212
buffalogal said:
I placed my first order from the US H.com site for a twilly a week ago. I just realized today that I never received an email or shipping confirmation. I logged into the site and it says my order "has been dispatched." Does that mean shipped? Or processed? And do they normally not send confirmations? TIA!
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Be patient. You should get an email with tracking soon. :cool:
 
#213
buffalogal said:
I placed my first order from the US H.com site for a twilly a week ago. I just realized today that I never received an email or shipping confirmation. I logged into the site and it says my order "has been dispatched." Does that mean shipped? Or processed? And do they normally not send confirmations? TIA!
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This sounds strange. Have you checked your spam folder? Usually they send a confirmation of order email immediately after you place it. They also send tracking details via email once it's been dispatched. Log back into your account, write down your order number and call CS and see if they can figure out what happened. Maybe you entered a different email address when you placed the order? If you're concerned about having an email copy of the receipt, CS could probably re-email you one. HTH!
 
#215
I usually receive a confirmation the day that I place an order... or the next day at the latest. Shipping usually occurs the same day... or the next day at the latest.

hth. GL!

buffalogal said:
I placed my first order from the US H.com site for a twilly a week ago. I just realized today that I never received an email or shipping confirmation. I logged into the site and it says my order "has been dispatched." Does that mean shipped? Or processed? And do they normally not send confirmations? TIA!
Click to expand...
 
#216
buffalogal said:
I placed my first order from the US H.com site for a twilly a week ago. I just realized today that I never received an email or shipping confirmation. I logged into the site and it says my order "has been dispatched." Does that mean shipped? Or processed? And do they normally not send confirmations? TIA!
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Hi there! On quite a few of my on line orders, they did not send a shipping confirmation to my email.... It has been very hit or miss with me. However, when I log on to the H.com account, it always updates me on the status even if they forgot to send confirmation. I have had no trouble with my deliveries or shipments. Dispatched usually indicates that your order finished processing but I can't say more than that with certainty. Be sure when you log on to H.com, that you click on View details to get the most up to date info on your order! Good Luck!
 
#218
Hi everyone. Can anyone tell me why for the last few months the refunds for USA
H.com are only partial. By partial I mean there is about $30 -35 difference which isnt the same that I pay for shipping. Maybe shipping and the partial tax? I have been buying for the last 2 years and always got the full refund except for the last few months. I looked on the website for more info but it doesn't specifically say. So just a little confused why. If anyone knows the answer let me know please.
 
#219
It depends on your state - some states allow shipping to be taxed. Is the discrepancy you've noticed about the equivalent of what shipping + your local tax would be? Did your local tax laws change? (You mentioned you got the full refund before.) If you have the time I guess a call to h.com would be in order. Let us know what they say! Now I'm curious.
 
#220
Last week, I ordered an Hermes belt kit from Hermes.com. I was so excited when it arrived today. I was worried about size fit and nothing else. Well, the brushed silver Constance H buckle did not have the protective covering on it and it has a small scratch. I expected a brand new product with plastic covering…. Based on the fine print, items cannot be returned without the protective covering in tact. I have sent Hermes customer service an email….let's see what happens. I'll call them tomorrow too.

I know I will end up scratching it myself but when you pay $$$ for a belt kit, you expect it to be perfect. If I did need to return this, based on fine print, Hermes would not accept it. So, why would they send it w/o plastic in the first place. Just venting….thanks for listening.
 
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#221
Txoceangirl said:
Last week, I ordered an Hermes belt kit from Hermes.com. I was so excited when it arrived today. I was worried about size fit and nothing else. Well, the brushed silver Constance H buckle did not have the protective covering on it and it has a small scratch. I expected a brand new product with plastic covering…. Based on the fine print, items cannot be returned without the protective covering in tact. I have sent Hermes customer service an email….let's see what happens. I'll call them tomorrow too.

I know I will end up scratching it myself but when you pay $$$ for a belt kit, you expect it to be perfect. If I did need to return this, based on fine print, Hermes would not accept it. So, why would they send it w/o plastic in the first place. Just venting….thanks for listening.
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I'd expect the items to come in brand new with protective covering too. Make sure you get the problem resolved to your satisfaction--escalate to speak with a manager if you have to. For the money you pay, it's not acceptable (H or any companies) to send less than a brand new item. Hope that they'll be able to resolve things for you quickly and painlessly.
 
#222
Txoceangirl said:
Last week, I ordered an Hermes belt kit from Hermes.com. I was so excited when it arrived today. I was worried about size fit and nothing else. Well, the brushed silver Constance H buckle did not have the protective covering on it and it has a small scratch. I expected a brand new product with plastic covering…. Based on the fine print, items cannot be returned without the protective covering in tact. I have sent Hermes customer service an email….let's see what happens. I'll call them tomorrow too.

I know I will end up scratching it myself but when you pay $$$ for a belt kit, you expect it to be perfect. If I did need to return this, based on fine print, Hermes would not accept it. So, why would they send it w/o plastic in the first place. Just venting….thanks for listening.
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That's completely unacceptable and I don't know what's wrong with them. The same thing happened to me several years ago when I ordered a horn pendant necklace and not only did it come without protective plastic but it was damaged and gauged and appeared to have been worn more than once. I brought the necklace in to the Madison Ave boutique and the manager was very upset and said they'd look into why they'd shipped used merchandise.

And the same thing seems to have happened to you. I was actually interviewed last year on website issues and put on the record that I'd received this damaged necklace so this won't be new information to them. Talk to someone in charge. This is one of the premier fashion houses on the planet and they should be ashamed of themselves for sending anything less than gleaming new merchandise.
 
#223
audreylita said:
That's completely unacceptable and I don't know what's wrong with them. The same thing happened to me several years ago when I ordered a horn pendant necklace and not only did it come without protective plastic but it was damaged and gauged and appeared to have been worn more than once. I brought the necklace in to the Madison Ave boutique and the manager was very upset and said they'd look into why they'd shipped used merchandise.

And the same thing seems to have happened to you. I was actually interviewed last year on website issues and put on the record that I'd received this damaged necklace so this won't be new information to them. Talk to someone in charge. This is one of the premier fashion houses on the planet and they should be ashamed of themselves for sending anything less than gleaming new merchandise.
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It is a shame that the website reflects badly on the Hermes brand- there are a lot of stories documented here on tPF about H.com shipping damaged items and sub par customer service. Really questionable/unethical behavior by H.com management and personnel.

There is absolutely no excuse for sending out flawed merchandise. I hope they resolve the matter quickly without having to escalate. But these kinds of incidents certainly make one cautious about ordering from Hermes online. This is also true for charge-sends from boutiques- I have had problems with receiving damaged items myself. I have even had to resort to a BBB complaint.
 
#224
toujours*chic said:
It is a shame that the website reflects badly on the Hermes brand- there are a lot of stories documented here on tPF about H.com shipping damaged items and sub par customer service. Really questionable/unethical behavior by H.com management and personnel.

There is absolutely no excuse for sending out flawed merchandise. I hope they resolve the matter quickly without having to escalate. But these kinds of incidents certainly make one cautious about ordering from Hermes online. This is also true for charge-sends from boutiques- I have had problems with receiving damaged items myself. I have even had to resort to a BBB complaint.
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I've had problems with timely credit for returned goods as well. I mostly return items to the boutique although you only get a store credit and not a refund to your card. My last return to the website took 6 weeks for them to credit my account. One can only wonder what goes on in that warehouse.
 
#225
audreylita said:
I've had problems with timely credit for returned goods as well. I mostly return items to the boutique although you only get a store credit and not a refund to your card. My last return to the website took 6 weeks for them to credit my account. One can only wonder what goes on in that warehouse.
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I am sure issuing credit is their absolute lowest priority- they obviously only begrudgingly do it. Perhaps they receive back damaged returns and feel the turnaround is fair game. Does not seem quite what you would expect from a luxury brand that gets a premium for their merchandise- such items should be taken out of inventory and either destroyed or get an s stamp.

There are a plethora of problems with the website from the top down. Lest us not forget how they recklessly cancel orders for no reason as well. Since my BBB experience, I am extremely careful about ALL of my Hermes purchases- they are carefully scrutinized before I plunk down the cc. I know I have a reputation for being a pain in the neck for the way I examine what I buy. But I learned caveat emptor the hard way.
 
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