Hermes.com ISSUES & SOLUTIONS

[papertiger]

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[Pazdzernika]

I made my first two purchases via Hermes online two weeks ago, a mens wallet and coin purse. I ordered a card holder last week and got a call from Hermes saying the order would be cancelled, because they have a limit of two small leather items per person per year bought online. Discouraging, but if it hinders resellers then so be it.

Just so everyone knows the (new?) policy; be very selective about which ones you order online.

Is this re: the US site? (The handle mentions Germany, so...) This post is a little old but is this true about SLGs? I knew about the 2 bag limit but when I asked "are SLGs like calvis ok or is there a limit there?" I was told those were fine. I'm in the EU/UK by the way.

 

[memo]

Is this re: the US site? (The handle mentions Germany, so...) This post is a little old but is this true about SLGs? I knew about the 2 bag limit but when I asked "are SLGs like calvis ok or is there a limit there?" I was told those were fine. I'm in the EU/UK by the way.

That must be a new policy because I purchased three Calvi cardholders last September without any problem.

 

[Pazdzernika]

That must be a new policy because I purchased three Calvi cardholders last September without any problem.

To clarify, the CS rep for EU H didn't outright tell me that there were no restrictions on SLGs but made it seem so. I was asking that other poster if s/he was writing about the US site or otherwise. That person's post is from 2013. Did you buy your calvis in the US or EU?

 

[memo]

To clarify, the CS rep for EU H didn't outright tell me that there were no restrictions on SLGs but made it seem so. I was asking that other poster if s/he was writing about the US site or otherwise. That person's post is from 2013. Did you buy your calvis in the US or EU?

Sorry for the late reply, I purchased them in Sept. 2013 on the US hermes.com

 

[audreylita]

I just had a less than great experience with the H.com website. Admittedly I do order a lot and rarely have had problems but this one takes the cake.

I found two scarves I liked, a silk jersey and a twilly. So I put them into the 'shopping cart' and got distracted before completing the sale. When I came back to the computer several hours later the shopping cart said 'empty'. No big deal. I put the scarves back into the cart and completed the order.

The silver package arrived today. And you can almost guess it, I received two silk jersey scarves and two twillys. Admittedly I did not look at the automatic e-mail they sent showing confirmation of the order, never in a million years thinking it was something I'd have to check for accuracy.

So obviously what's got me PO'd is that the cart said empty but somewhere in their crazy system the items still existed. They really have one of the worst functionally flawed websites I've ever seen. They need to hire a new company to straighten out these problems.

 

[Fabfashion]

I just had a less than great experience with the H.com website. Admittedly I do order a lot and rarely have had problems but this one takes the cake.

I found two scarves I liked, a silk jersey and a twilly. So I put them into the 'shopping cart' and got distracted before completing the sale. When I came back to the computer several hours later the shopping cart said 'empty'. No big deal. I put the scarves back into the cart and completed the order.

The silver package arrived today. And you can almost guess it, I received two silk jersey scarves and two twillys. Admittedly I did not look at the automatic e-mail they sent showing confirmation of the order, never in a million years thinking it was something I'd have to check for accuracy.

So obviously what's got me PO'd is that the cart said empty but somewhere in their crazy system the items still existed. They really have one of the worst functionally flawed websites I've ever seen. They need to hire a new company to straighten out these problems.

Sorry to hear about your bad experience. I haven't ordered anything online yet because I'm a little weary having read all the bad experiences esp. when some items came in less than pristine new-new condition. You'd think with their 790 million euros profits, they can afford to hire proper people to build and maintain their website.

 

[Mindi B]

Sounds like the site signed you out, causing the generic shopping cart to read as empty, but when you signed back in and completed the order, your personal account had stored the items in your cart and thus your quantities ended up doubled. This is actually the way a lot of sites work. But your main point stands: the H.com site is the pits.

 

[audreylita]

Sounds like the site signed you out, causing the generic shopping cart to read as empty, but when you signed back in and completed the order, your personal account had stored the items in your cart and thus your quantities ended up doubled. This is actually the way a lot of sites work. But your main point stands: the H.com site is the pits.

That's putting it kindly!

 

[MikeinGermany]

Is this re: the US site? (The handle mentions Germany, so...) This post is a little old but is this true about SLGs? I knew about the 2 bag limit but when I asked "are SLGs like calvis ok or is there a limit there?" I was told those were fine. I'm in the EU/UK by the way.

This was with the EU site, from Germany. I don't know if the policy has changed, but as of last fall they were enforcing "only two SLG's per year".

 

[audreylita]

I was in a local H boutique today and told the SA what happened with the duplicate scarf order I received. She said that people are always complaining to her about the website and how awful it is. That's very telling to hear that even our SA's have to hear about this dreadful site.

I was just up looking at some twilly's and was attempting to look at some different colors of specific patterns. None of the links worked.

It's comical already how awful the site is.

 

[audreylita]

On the heels of my last order with the H.com site comes another one with two thumbs down. I ordered a red leather Goliath bracelet in size small. I just got it and they sent a size medium.



:censor:

 

[Love Of My Life]

On the heels of my last order with the H.com site comes another one with two thumbs down. I ordered a red leather Goliath bracelet in size small. I just got it and they sent a size medium.



:censor:

With the demand at Hermes maybe they are thinking, something is better
than nothing...

Sorry.. hope you can exchange it for the right size & not have to pay
double shipping

 

[J’adore H]

I just had a less than great experience with the H.com website. Admittedly I do order a lot and rarely have had problems but this one takes the cake.



I found two scarves I liked, a silk jersey and a twilly. So I put them into the 'shopping cart' and got distracted before completing the sale. When I came back to the computer several hours later the shopping cart said 'empty'. No big deal. I put the scarves back into the cart and completed the order.



The silver package arrived today. And you can almost guess it, I received two silk jersey scarves and two twillys. Admittedly I did not look at the automatic e-mail they sent showing confirmation of the order, never in a million years thinking it was something I'd have to check for accuracy.



So obviously what's got me PO'd is that the cart said empty but somewhere in their crazy system the items still existed. They really have one of the worst functionally flawed websites I've ever seen. They need to hire a new company to straighten out these problems.

I've ordered from the site quite a bit and had a few minor problems, receiving the wrong color, etc. but I have to say this one really takes the cake. Especially since it always takes so long for them to refund you.

I kind of think the site is like their customer service and all their ever changing "rules". They really like to torture their customers but they know we will always come back for more H.

 

[audreylita]

With the demand at Hermes maybe they are thinking, something is better
than nothing...

Sorry.. hope you can exchange it for the right size & not have to pay
double shipping

This bracelet is so hard to find, I was amazed it was even on the website. I'll just bring it back to my local boutique and take the credit, shipping things back and waiting for the credit just takes too long.

This is actually the third bracelet I've ordered from the website where they sent the wrong size. It appears to be a chronic problem.

 

[audreylita]

As if it's not frustrating enough to receive something you didn't order, the H representative responds to my e-mail telling me that I ordered the bracelet in medium and not small. And that I ordered two of each scarf and not one.

I explained that this is not the first time their system has internally changed what I clicked on for my order. And that this is actually the third time in the past few years I've ordered a small bracelet and they've sent me the wrong size.

So it's just adding insult to injury by placing blame on me with no acknowledgement that the problem is on their side.

Very poor customer relations.

I didn't even get into it about the necklace I'd ordered that came to me damaged and clearly worn (and abused). I simply returned that one to the Madison boutique. They were mortified when they saw it.