Hermes.com ISSUES & SOLUTIONS

[papertiger]

Please keep your mind and posts on the topic of this thread - hermes.com only.

Please use the ignore function if a member's posts grate on you, or report if they offend which breaks our rules. You do not have to deal with rude or inflammatory comments yourself.

No buying, selling or soliciting is allowed on the forum

TPF welcomes members from all over the world, some of those are fashion and media professionals but they are NOT permitted to use tPF to promote their businesses, services or products within their posts. Use sigs only.

Please post web finds (including h.com's) here: Post Ebay/Web Hermes Finds

Happy online shopping

 

[thay]

+1 (or more!)

ditto!!

 

[rainnebeauxday]

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.

Right?! I read this thread after the incident this morning and saw those posts! I thought...hmm..never happens, huh? You must have been so disappointed...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'.

I agree, I am looking forward to browsing my local store (of course I am!) I've visited the SoCal store at SCP a few times, not recently. Once they had a special exhibit, I believe it was on the scarves (again, this was years ago), I felt nothing but welcomed back then. We'll see...

 

[Luvbolide]

$5 and $15 as consolation for THEIR mistake? Unbelievable. They should have refunded the entire cost of shipping, IMO.

Wow, no kidding! A lot of businesses will immediately agree to refund shipping if the item cannot be sent due to an issue on their end. That is just ridiculous - and so petty! Sometimes I wonder about who is making decisions over there...

 

[madisonmamaw]

Wow, no kidding! A lot of businesses will immediately agree to refund shipping if the item cannot be sent due to an issue on their end. That is just ridiculous - and so petty! Sometimes I wonder about who is making decisions over there...

+2
I'd expect more from H
nonetheless, i feel with H it all depends
I've had great experiences with SA in a particular store
where in another visit to the same store has not as pleasant

 

[ElainePG]

Thanks, Elaine 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 it could be dangerous!

Okay… well that definitely makes a lot of sense!

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.

Great! So you have a fall-back position.

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? Thanks for your support!

I've gotcha covered!

 

[Fabfashion]

Thanks, GG! I'll be braving the store next time! I will update here when the situation resolves itself.

I'm sorry to hear about your experience. With these high-priced items, you'd think there would be better customer communications/service. $5-10 refund is like really? It also baffles my DH to no end as to why shipping is not free. Most websites offer free shipping after $x. Tiffany at $150 and up. I hope you receive your bracelet soon.

 

[rainnebeauxday]

ditto!!

Wow, no kidding! A lot of businesses will immediately agree to refund shipping if the item cannot be sent due to an issue on their end. That is just ridiculous - and so petty! Sometimes I wonder about who is making decisions over there...

+2
I'd expect more from H
nonetheless, i feel with H it all depends
I've had great experiences with SA in a particular store
where in another visit to the same store has not as pleasant

I've gotcha covered!

I'm sorry to hear about your experience. With these high-priced items, you'd think there would be better customer communications/service. $5-10 refund is like really? It also baffles my DH to no end as to why shipping is not free. Most websites offer free shipping after $x. Tiffany at $150 and up. I hope you receive your bracelet soon.

You are all so very sweet, thank you. No updates as of yet, I am stalking the order page.

Fabfashion, I didn't even think to look at shipping until we were checking out, I had assumed it would be free (I backed up and went to look at the page on General Terms and Conditions and saw that some stores do let you ship to them, but I don't know if that service is free either. In any case, my store isn't on there). Then when I saw that there was only a $15 dollar difference between Ground and Overnight, I thought we should go for Overnight, little did I know...

 

[rainnebeauxday]

A little update. My Dh received an email this morning from Hermes.com saying that my item had shipped, it included the same tracking that we received yesterday. Now the tracking was showing Shipment Information Received, but with N/A as the delivery date.
So, again, he called Hermes, they gave him a new tracking and said that the online system was ahead of what was actually going on. The new tracking shows the item coming from a different location with an arrival date of tomorrow, still listing Shipment Information Received.
He did ask that all of the shipping be refunded and was told that they would "look into" doing this.
I am cautiously optimistic that my items will make it to me by tomorrow.
Does anyone think it would be ok if I did a reveal? It's a small item, but I'm very excited about acquiring my first Hermes

 

[Pazdzernika]

A little update. My Dh received an email this morning from Hermes.com saying that my item had shipped, it included the same tracking that we received yesterday. Now the tracking was showing Shipment Information Received, but with N/A as the delivery date.

So, again, he called Hermes, they gave him a new tracking and said that the online system was ahead of what was actually going on. The new tracking shows the item coming from a different location with an arrival date of tomorrow, still listing Shipment Information Received.

He did ask that all of the shipping be refunded and was told that they would "look into" doing this.

I am cautiously optimistic that my items will make it to me by tomorrow.

Does anyone think it would be ok if I did a reveal? It's a small item, but I'm very excited about acquiring my first Hermes

The best time to check the tracking is in the late evening, after fedex has physically picked up the package from the warehouse. "Shipment info received" means that a label has been generated but the package hasn't necessarily been tendered to the courier. Congrats on your first H item and I hope you get it very soon!!

 

[rainnebeauxday]

The best time to check the tracking is in the late evening, after fedex has physically picked up the package from the warehouse. "Shipment info received" means that a label has been generated but the package hasn't necessarily been tendered to the courier. Congrats on your first H item and I hope you get it very soon!!

Thank you Yes, that's exactly what it says "Shipment information sent to FedEx", I'll check back, as you suggested, in the evening with the hope that it will have been updated. The tracking says it will be delivered before 10:30am my time, and I am across the country from where the item is located, I'm not picky though...as long it it comes tomorrow I'm happy.

 

[Pazdzernika]

Thank you Yes, that's exactly what it says "Shipment information sent to FedEx", I'll check back, as you suggested, in the evening with the hope that it will have been updated. The tracking says it will be delivered before 10:30am my time, and I am across the country from where the item is located, I'm not picky though...as long it it comes tomorrow I'm happy.

I missed the part about the full refund - fingers crossed it worked out! I would definitely press them on this and hold them completely accountable.

 

[Fabfashion]

Thank you Yes, that's exactly what it says "Shipment information sent to FedEx", I'll check back, as you suggested, in the evening with the hope that it will have been updated. The tracking says it will be delivered before 10:30am my time, and I am across the country from where the item is located, I'm not picky though...as long it it comes tomorrow I'm happy.

Hope your item arrives tomorrow and your DH gets a refund on shipping (it'd be a right thing for H to do and helps to build goodwill).

Would love to see your reveal. Nothing is too small. Every H item is special, especially the very first one.

 

[rainnebeauxday]

I missed the part about the full refund - fingers crossed it worked out! I would definitely press them on this and hold them completely accountable.

Hope your item arrives tomorrow and your DH gets a refund on shipping (it'd be a right thing for H to do and helps to build goodwill).

Would love to see your reveal. Nothing is too small. Every H item is special, especially the very first one.

Thank you both

 

[Sickgrl13]

H.com strikes again. A supposedly brand new CDC arrived with all the plastic removed already. What happened to inspecting items?????

I know better than to return it and try to get a refund on the shipping from CS. Just going to take it back to a store for credit. Shameful that I am out $35 in shipping for a LUXURY product that should never have left the warehouse in the first place.

 

[ElainePG]

A little update. My Dh received an email this morning from Hermes.com saying that my item had shipped, it included the same tracking that we received yesterday. Now the tracking was showing Shipment Information Received, but with N/A as the delivery date.
So, again, he called Hermes, they gave him a new tracking and said that the online system was ahead of what was actually going on. The new tracking shows the item coming from a different location with an arrival date of tomorrow, still listing Shipment Information Received.
He did ask that all of the shipping be refunded and was told that they would "look into" doing this.
I am cautiously optimistic that my items will make it to me by tomorrow.
Does anyone think it would be ok if I did a reveal? It's a small item, but I'm very excited about acquiring my first Hermes

Finger crossed for you that it arrives tomorrow, rainne. :okay:

And YES! Of COURSE! ABSO-bleeping-LUTELY you should do a reveal! If it's by Hermes, it by definition isn't a "small" item. Let us know when & where you're posting… I'll be there with bells on!