Hermes.com ISSUES & SOLUTIONS

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#3,320
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#16
I have to say I've brought up the US website debacle with a few SA's already. Not being near a Hermes, I rely on my e-commerce and would love it to be more user-friendly! Alas, I guess it keeps my bank account happy...
 
#17
Also, since the re-design, not all of a scarf's colorways will appear in the macaroon boxes. For example, the Ex Libris en Kimonos scarf only shows up under a pink or red colorway, but clicking on that scarf reveals a lot of other colorways available for sale. I've also landed on pages at hermes.com from Google, but have no idea how/why I landed on that scarf's page (and, of course, it doesn't appear for sale in the macaroon box). It's baffling.

Here's an idea: recruit a core group of shoppers from this forum to conduct some user interface testing (discounts welcome ;)).
 
#18
Plumarine, this just happened to me too, on the UK site ! The green Jungle Love scarf wasn't there until I clicked on the pink colour. Other colours then appeared with it.

I often click on something and get the 'page does not exist' message.

However, once successful in buying something I have found the service to be excellent. They telephoned to advise me of a hold up at customs and usually include booklets, knotting cards etc.
 
#24
viewwing said:
Hi everyone, I made my first purchase online today and the order was canceled within 2 hours. The CS representative called me to tell me that it wasn't in stock and asked if I'd like another color. I didn't like anything else, so I canceled the order.

4 hours later, I went back to the website and noticed the item I wanted was still there but in a different position and there were other options too that wasn't there when I placed my order the first time. I have placed another order. Do you think it'll get through this time? Why is it online again in a different position if it isn't in stock? Do you guys think my order will go through this time?

Are such mistakes a regular occurance online? Do you have confidence shopping online on the USA website?
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Cosmopolitan said:
Hermes.com is an absolute mess and even moreso since the redesign several months ago. Broken links, mistaken descriptions are routine. It's ridiculous that a company like Hermes can't get its act together on ecommerce. Many members have commented on it. Good luck with your order but there's really no telling how it'll turn out.
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Lib said:
The website is horrid. A few months ago, I ordered a CDC before realizing they now come in different sizes. The old CDC's were one size fits all, now they are L and S. I received a L CDC which was huge so I called to ask if they had any small ones and that I needed to return the large. The SA told me they have waiting lists for many items, to return the large and she would put me on the waiting list for a small. She explained that many of their items don't even hit the website because the supply they receive will many times be depleted from their wait lists. I received a call about 3 weeks after being wait listed that the item was available. Try calling the 800# and get wait listed...it's always worth a shot.
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Mindi B said:
Yes, sadly, it is specifically the US H.com site that is appallingly-run.
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viewwing said:
All these mistakes are sad. It is disappointing that such an established brand has such a poorly maintained website.
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You are all mirroring my recent experiences. Just this weekend, my sa explained the "new" sizing on CDC's which didn't correlate to the US Hermes site. I called and talked to an on line associate, who agreed with me when I pointed out errors with the sizing dimensions listed on the site. She also continued to tell me that my sa in an Hermes Boutique was mistaken and I still don't know the correct specifications for the new CDC's. Also, I had ordered two twillies recently, and one came with a note about how they sold out. I don't want one twilly; I wanted two for my Birkin handles. Aughghgh.... Every order on line for me has been a problem, albeit just a few, but that means for me, 0% correct--a big fat F!
 
#27
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