Hermes.com ISSUES & SOLUTIONS

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#3,320
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#241
audreylita said:
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.
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😰omg! Sorry to hear that! They never improve their online shopping system and how come they shipped out damaged items. 😖😖
 
#242
audreylita said:
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.

:tdown::tdown:

:censor:
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I am so sorry to hear that. I have had that problem with belt straps. I ordered an 85 and got a 95 etc. I have started doing a screen shot of my order prior to purchase so I am positive that the mistake wasn't mine.
audreylita said:
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.
Click to expand...
Oh boy. I hate that.
 
#243
This just gets better and better. I got another response to my initial communication that their system had internally changed my order from a bracelet size S to size M. I have tiny wrists and often even the size small bracelets are too big for me.

<<Our system does not hold the capability to switch out an item for another once the order has been placed.>>

As long as they keep their heads in the sand, nothing will change.
 
#244
Oh boy!! I didn't see this thread before i purchased. Now im worried. happy to shop online though because my shop has limited offerings. most of the stuff i got were limited production like the happy meeting scarves & charms. Good thing i took photos of my cart for reference after. I don't want to end up with the 2 bottom halves of the cheval phoenix &#128576;
 
#245
As of 9.29am BST there are no bags or small leather goods on eu.h.com. Either someone has the reveal of reveals up their sleeve or something has gone slightly wrong.

I have been stalking for a jypsiere etoupe 28 for weeks now so fingers crossed that when it sorts itself out one magically appears with my name on it.
 
#246
cheapfrillnorth said:
As of 9.29am BST there are no bags or small leather goods on eu.h.com. Either someone has the reveal of reveals up their sleeve or something has gone slightly wrong.

I have been stalking for a jypsiere etoupe 28 for weeks now so fingers crossed that when it sorts itself out one magically appears with my name on it.
Click to expand...

There is a 28 in Izmir now but I don't see the Etoupe. Maybe they updating the stock. ;)
 
#249
i placed an order on H.com on 4/21 and an hour later i receive an email stating the order has been cancelled. fine.
so i check my CC statement online this morning and the charge is still there for $4k :confused1:
i immediately called the 800 number to inquire about this. the CS rep made me feel like i was so beneath her, answering me with "uh huh" several times instead of "yes"es. is it so much to ask to have some manners. plus, i was the one to offer her the order information rather than her asking for it. she finally informed me "the charge was pending and it will be reversed today". i replied "it's been 4 days since the order was cancelled from the system and you are telling me the charge is still pending?!?!" her attitude was more or less like "yeah, and....????"

i mean, i love Hermes items but do the reps have to be so damn rude?
 
#254
I don't even know where to start without confusing everyone because I'm confused myself!
Will try to detail this sequentially.

I attempted to place an order for two items a few days ago. On the final page the system told me my credit card was denied. So I typed in another credit card and that said denied also. Both my cards have plenty of credit so I knew it wasn't from my end.

So tonight I attempted to place another order. I put three things into my basket. I get to the checkout part of the site and right before I click PURCHASE realize there are not three but FIVE items in my basket. On the very last page, the two items that were in my basket from days ago mysteriously appeared. Which explains how I got a duplicate order of scarves the other week.

So I correct the number of items in my basket back to three and go on to complete my order. I click PURCHASE and suddenly end up back two pages in the 'type your credit card info' page. Not really trusting the site at this point I go to my e-mail box to see if I've gotten a confirmation of the order and there is nothing. So I go back to the Hermes site again and now they have me on the last page (what the?)! So I (hesitantly) click PURCHASE once again. And lo and behold, get bumped back again to the 'type your credit card info' page.

Too much hoop jumping and drama for me. I think it's the universe's way of saying I didn't really need to buy anything new from Hermes.

This Hermes.com site is really one for the books.

:wacko:
 
#255
audreylita said:
I don't even know where to start without confusing everyone because I'm confused myself!
Will try to detail this sequentially.

I attempted to place an order for two items a few days ago. On the final page the system told me my credit card was denied. So I typed in another credit card and that said denied also. Both my cards have plenty of credit so I knew it wasn't from my end.

So tonight I attempted to place another order. I put three things into my basket. I get to the checkout part of the site and right before I click PURCHASE realize there are not three but FIVE items in my basket. On the very last page, the two items that were in my basket from days ago mysteriously appeared. Which explains how I got a duplicate order of scarves the other week.

So I correct the number of items in my basket back to three and go on to complete my order. I click PURCHASE and suddenly end up back two pages in the 'type your credit card info' page. Not really trusting the site at this point I go to my e-mail box to see if I've gotten a confirmation of the order and there is nothing. So I go back to the Hermes site again and now they have me on the last page (what the?)! So I (hesitantly) click PURCHASE once again. And lo and behold, get bumped back again to the 'type your credit card info' page.

Too much hoop jumping and drama for me. I think it's the universe's way of saying I didn't really need to buy anything new from Hermes.

This Hermes.com site is really one for the books.

:wacko:
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Yes, "The Universe" is telling me the same thing. I was lucky enough to get my 1st Lindy ever onlne from H.com. about a month ago. Silly me, I like it so much that when another color just popped up on line yesterday I thought I would get it. One would think that that is just what any retailer would want - repeat business, right? Oh, no, not in the world of Hermes. Since I had not gotten an email confirmation yet today, I checked my Am Ex card - yes an H.com purchase was pending. But when I got on H.com and checked my orders - nada. So, I call customer service and since this is not the first time this has happened I politely asked if my order had been cancelled. Why, yes it had. Was it because I had ordered the same bag in another color a month ago? She checks - "yes, only 1 per year is allowed" "But it's pending on my bill" said I. "Oh" said she in response. "And why was I not called or emailed that my order had been cancelled?" I inquired. "Oh, I don't know, I'm so sorry" The H "angel" replied. OK. The Universe of Hermes has spoken. Bad girl. No more Lindys for me this year - at least on H.com. So be it. Doncha just love the arrogance of it all?
 
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