Hermes.com ISSUES & SOLUTIONS

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#3,320
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#286
In the EU there's a 2 bag limit from H.com. Is that the same in the US? Or are you limited to one bag per year? One per six months?

The last CSR I spoke with said that I had hit my limit of 3 CDCs but could order another one beginning July. Does that mean the CDC limit is 3 per six months? That sounds strange.
 
#288
Thanks! Probably best for my wallet :) I don't understand why they can't just clearly state these terms on their website. What's wrong with transparency?

Has anyone ever had a bag order cancelled? Is there a limit on bags?
 
#289
Pazdzernika said:
Thanks! Probably best for my wallet :) I don't understand why they can't just clearly state these terms on their website. What's wrong with transparency?

Has anyone ever had a bag order cancelled? Is there a limit on bags?
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Yes, I have had bag orders cancelled. I believe the limit is 1 per year now. It seemed that they had a higher limit last year.
 
#292
I wanted to post my experience (so far) with the US Hermes website.

Dh ordered a bracelet for me around midnight on the 7th of July, he paid for overnight shipping and we were expecting to receive the bracelet on the the 9th (today). Tracking never moved, as of this morning it still said "Shipment Information Received" using the Fedex tracking link. The Hermes page showed "Out For Delivery" which it had shown since the 8th, we knew this couldn't be correct though so I didn't pay much attention to that.

Today my DH called Hermes to find out why my package had not moved at all and they said that the item wasn't at the location that they expected it to be at. Now, they told him, it would be found later in the day and would ship it as soon as they had it. They offered him a $5 refund toward shipping.

DH told me this ^ and I asked him how they were going to send it. He hadn't asked them, nor was he sure how we were to track the new package, so he called them back.

This time, the CS told him that the item was in fact not going to be available to be shipped today and that we would receive it by the end of this week or early next week. DH was a bit upset, he told them this was a gift and I was expecting it today. The CS offered to refund $15 of shipping and ship it overnight (as soon as they had it in their possession, which they couldn't say when this would be), or we could cancel.

Well, obviously we are going through all of this hassle and I want the bracelet, so we said to go ahead and send it when they have it and to refund $15. The CS did apologize and said that this never happens.

I hope they do have my bracelet somewhere :whistle:
 
#295
Pazdzernika said:
$5 and $15 as consolation for THEIR mistake? Unbelievable. They should have refunded the entire cost of shipping, IMO.
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ElainePG said:
+1 (or more!)
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When my dh told me what they said, I felt this way too. I didn't want to push too much with them though because I really do want this bracelet, I don't want them to somehow "discover" that they never had it. He did tell them it was a small consolation for so much work on our part. I'm trying to ease my way into buying from Hermes, this was our first purchase. The next will definitely be in a store. :smile1:
 
#298
rainneday said:
Thanks, GG! :hugs: I'll be braving the store next time! :graucho: I will update here when the situation resolves itself.
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Just me jumping in with some unsolicited advice, rainne.

You shouldn't feel as if you have to "brave" the store (even though I understand what you mean). The reality is, sales clerks in an Hermes boutique are hourly employees! They aren't any better than you are, just because they happen to sell high-end merchandise!

I know that some of them (though not all, by any means!) have really snooty attitudes… but that's their problem, not yours. You have just as much right to be there as any other customer. After all, you're serious about making a purchase.

Walk in with your head held high, carrying a Bal bag, and wearing the thing that's coming next week. Believe me, they will know who they're dealing with! :tup:
 
#299
ElainePG said:
Just me jumping in with some unsolicited advice, rainne.

You shouldn't feel as if you have to "brave" the store (even though I understand what you mean). The reality is, sales clerks in an Hermes boutique are hourly employees! They aren't any better than you are, just because they happen to sell high-end merchandise!

I know that some of them (though not all, by any means!) have really snooty attitudes… but that's their problem, not yours. You have just as much right to be there as any other customer. After all, you're serious about making a purchase.

Walk in with your head held high, carrying a Bal bag, and wearing the thing that's coming next week. Believe me, they will know who they're dealing with! :tup:
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Thanks, Elaine :smile1: Well, in all honesty I feel like I am "braving" it for 2 reasons, one being that I might walk out with way more than I planned to buy :roflmfao: it could be dangerous! ;)

I don't expect to have to put up with any testy SAs, but if I do I'll just take my business elsewhere. My NM SA has said that she could help me with Hermes items through one of their stores, too.

I have to admit that some of the stories do make it sound like a less than pleasant experience, but I will judge that for myself when I go.
There have to be some great SAs out there too...right? :smile1: Thanks for your support! :D
 
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#300
That's too funny that the CS rep said this never happens. The website and warehouse have so many ongoing issues that it's really comical. They are continually plagued with problems. I am a heavy purchaser of the website and have had more issues than I can count. Least of which is ordering something and then getting the phone call that the item is out of stock which has happened twice.

And as far as walking into a boutique, I just don't have the experience of snooty hourly employees. Even when I was new at shopping in the boutiques I never ever had that experience. I'm sure it does happen but you shouldn't let the possibility of something like that happening get in your way. You are after all the customer and Hermes employees are on commission so it is in their best interest to sell you something!

Just sayin'.

:cool:
 
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