Hermes.com ISSUES & SOLUTIONS

[papertiger]

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[amber_j]

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..

If you're logged into your account the H website will save the contents of your basket until you checkout, similar to the Outnet and NaP websites. I find this really useful as it not only lets me build up my shopping list over time, but also means items automatically reappear when they're back in stock. I can understand, though, that it's not so great when the feature is not noticed or known about and those additional items show up in a package. I really hope you start having some more positive experiences with the H website! It sounds like you've had a rather frustrating time of it all.

 

[audreylita]

If you're logged into your account the H website will save the contents of your basket until you checkout, similar to the Outnet and NaP websites. I find this really useful as it not only lets me build up my shopping list over time, but also means items automatically reappear when they're back in stock. I can understand, though, that it's not so great when the feature is not noticed or known about and those additional items show up in a package. I really hope you start having some more positive experiences with the H website! It sounds like you've had a rather frustrating time of it all.

The problem with this site is if you walk away from your computer and come back later on (or another day), it will say MY CART (0). So it's telling you that your shopping cart is empty.

If you click to check out, it says, SHOPPING CART IS EMPTY. I watched very carefully the number of items in my cart and it stayed at the three I had added up until the very last page where you would click PURCHASE. Then and only then did it say that there were 5 items in my cart. These other 2 items were not in the cart up until that last page, after you've input your credit card info and accepted their terms. So it's only on that last page where any items from another time mysteriously reappear.


I order from Amazon and Sephora all the time and if I put items in my cart and turn off my computer and come back another day, those items are still there are visible. Unfortunately it's just not that with with way the H.com site. It's a flaw they really should correct.

As an added note this is particular to the USA site only.

 

[amber_j]

The problem with this site is if you walk away from your computer and come back later on (or another day), it will say MY CART (0). So it's telling you that your shopping cart is empty.

If you click to check out, it says, SHOPPING CART IS EMPTY. I watched very carefully the number of items in my cart and it stayed at the three I had added up until the very last page where you would click PURCHASE. Then and only then did it say that there were 5 items in my cart. These other 2 items were not in the cart up until that last page, after you've input your credit card info and accepted their terms. So it's only on that last page where any items from another time mysteriously reappear.


I order from Amazon and Sephora all the time and if I put items in my cart and turn off my computer and come back another day, those items are still there are visible. Unfortunately it's just not that with with way the H.com site. It's a flaw they really should correct.

As an added note this is particular to the USA site only.

Yeah, I've had that happen too. The H website seems to log you out of your account after quite a brief period of inactivity compared to other e-tailers I shop with. On the EU sites, it's only when you start the checkout process by logging in to your account that the items will reappear. They should probably cover this in a FAQs section and also have a pop-up alerting customers that saved items have been automatically added to their shopping basket (kind of like when Amazon alerts you to price changes to items in your cart).

Oh the joys of the H website! If only the things on there weren't so pretty...

 

[snoflinga]

Eep. I was dreaming of ordering something for myself off their website, but your stories are scaring me. Luckily, I'm still in the dreaming phase right now, but I hope they work on fixing these glitches and the bad customer service. I'm too scared to ever visit an Hermes boutique, so their website is my only hope.

 

[6310254]

Eep. I was dreaming of ordering something for myself off their website, but your stories are scaring me. Luckily, I'm still in the dreaming phase right now, but I hope they work on fixing these glitches and the bad customer service. I'm too scared to ever visit an Hermes boutique, so their website is my only hope.

I've ordered from the Canadian H.com before and I didn't have any problem. My order went through correctly and I got call from H.com the next day confirming my order. I chose the most inexpensive shipping option but still received my item within 2 days Their warehouse is in Missisauga so the delivery was very fast. I strongly encourage you to give it a try.

 

[snoflinga]

I've ordered from the Canadian H.com before and I didn't have any problem. My order went through correctly and I got call from H.com the next day confirming my order. I chose the most inexpensive shipping option but still received my item within 2 days Their warehouse is in Missisauga so the delivery was very fast. I strongly encourage you to give it a try.

Yay! Thanks for telling me, I'm so excited to hear that! I'll start dreaming of Hermes more seriously now

 

[audreylita]

And from the consistently inconsistent column. I placed a rather large order last night on the U.S. website. I did not get an automated response acknowledging my order and thought maybe it would show up by this morning. It didn't.

With no indication the order was received, I signed into the site to place the order again but first went into my account to see if the order did exist.

Not only did the order go through, but it had already been shipped four hours earlier! And I have no e-mail correspondence from them showing that information, either.

H.com still stands for me as the worst maintained website. And I do a lot of online purchasing, and I do mean a lot!

 

[audreylita]

Their system is very much on delay. I received an automated e-mail a few hours ago that my order had been received (the order I placed last night), some 6 hours after the order had already been shipped as per their website (along with tracking number).

A couple of hours ago I got the automated phone call from Fed X saying my package will be here tomorrow. And then got the e-mail from H.com that my package had been dispatched.

At this point it's all very amusing. You just never know what to expect with them!

 

[Pazdzernika]

I don't know when they changed it but the EU mobile site now separates out their products by colour rather than letting you scroll through everything on the same page. Boooooo. Not a fan. Pet hate having to click up and select a different colour to move through the site.

 

[Silversun]

I don't know when they changed it but the EU mobile site now separates out their products by colour rather than letting you scroll through everything on the same page. Boooooo. Not a fan. Pet hate having to click up and select a different colour to move through the site.

I know right?! So annoying. They had always done it for scarves but only changed it for bags last week or so.

 

[Pazdzernika]

I know right?! So annoying. They had always done it for scarves but only changed it for bags last week or so.

And I also don't like how you can't view the colours available of the same product on one page anymore. You know who has it good? Canada! Click on an Evelyne and BAM! Colour explosion. Having all available colours of the same item makes shopping so much easier. I know we've said it before but for a bajillion dollar company their IT is atrocious (except Canada, LOL).

 

[6310254]

And I also don't like how you can't view the colours available of the same product on one page anymore. You know who has it good? Canada! Click on an Evelyne and BAM! Colour explosion. Having all available colours of the same item makes shopping so much easier. I know we've said it before but for a bajillion dollar company their IT is atrocious (except Canada, LOL).

That's true. I can't complain the Canadian H.com itself as I never had technical problem ordering from there. But I do find the Canadian H.com is not as well stocked as other countries H.com. Too bad we can't have it all

 

[snoflinga]

That's true. I can't complain the Canadian H.com itself as I never had technical problem ordering from there. But I do find the Canadian H.com is not as well stocked as other countries H.com. Too bad we can't have it all

This! I wandered over to the US site, and was shocked that they had so many more things available. On the plus side, I'm planning on stalking the Canadian site until I buy my first Hermès items. And since there are fewer items to drool over, I'll save some time

 

[Pazdzernika]

Grass is always greener - I find that the Canada site often has items I want. So much so that I wonder if anyone in Canada is buying H online! LOL

 

[audreylita]

I just placed an order with the U.S. site and they gave me the option of having my order delivered to one of my local boutiques or sent to my house. Interesting option although for me walking in to a boutique is just asking for me to walk out with additional bags.

Which may very well be their intention in offering this option.

An interesting and nice touch, nevertheless.