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

 

[MSO13]

About a week ago I received a phone call from American Express asking if I was trying to check in to a hotel in Paris. I was in fact asleep and the phone call woke me up at home. Someone had gotten my credit card number and was trying to use my card so Am X immediately cancelled that number.

I had sent back an item to H.com for a refund so now was in a dilemma about how that would work. Am X said I had a short period of time for the refund to be applied to my card and to ask the vendor to please expedite the credit.

So I called H.com this week and explained the situation, knowing that they only would refund the card to which I'd made the purchase. The girl told me she would make a note in my account but that there was nothing she could do as the returns department was located somewhere else in the building. She said there was nothing she could do to expedite the process. So I asked what would happen if the card could not accept the refund, how would they handle it. She said she didn't know and they would have to figure that out if that happened.

The only other time I sent back an item it took a month to get the refund to my credit card. My gut told me to just bring the item to my local boutique to get a store credit. Of course I've already purchased more from the boutique so the credit would already have been gone had I brought it back this week.

This website continues to keep me on my toes.

I recently had a similar issue with a Visa and they were able to apply any credits or refunds already in process to my new account number. I had a few returns via mail in process, I just stayed in touch with my Visa company to make sure they weren't missed. Hopefully Amex can do the same and H.com will be faster with the refunds! Sorry someone got your number, I've had it happen 3 times this year so far

 

[mistikat]

Yes, Amex can do exactly the same thing. I had my card compromised earlier this year and any company with whom I had prior transactions, or ongoing subscriptions had their transactions honoured.

 

[audreylita]

Am X said that 4 weeks after the date my card was cancelled was their cut off for any credits or refunds. That should be enough but given my last experience with an H.com return I know to keep on top of them.

 

[Meta]

I placed an order for Halzans after a fellow TPF'er alerted on a thread that it's available on EU H.com. Placed the order on Friday night and received an email that my order is being processed. Come Monday, I received a call from H.com to verify my purchase. Thinking it's the first time I'm making a purchase from their site, that's no issue. I had requested for store pick-up for the order and was told that the item will be in store in 1-2 days.

Today, I received an email that my order has been canceled. I called and spoke to customer service and they said they couldn't tell me why other than my card didn't clear security and they don't have a reason for why either. I was frustrated but was able to place the same order seeing the item popped back on the site. Long story short, I attempted to place orders and all of which were canceled using a different card. At one point, my card wouldn't even go through. When I called up Amex, I was told that H.com has been placing authorizations on my card yet they still canceled my orders. (At one point, I even asked my DH to purchase with his card and the same thing happened - order was canceled yet there was authorization against our cards.)

I thought purchasing from the site would be more straight forward but I guess there's no shortage of games when it comes to H! :rain:

 

[Cissi-4D]

I recently replaced my Amex due to suspicious charges, and they told me that the new card would have the same 6 digits in the middle, and this is what would link the cards, so any refund for purchases made on the old card can be accepted on the new card.

 

[audreylita]

I recently replaced my Amex due to suspicious charges, and they told me that the new card would have the same 6 digits in the middle, and this is what would link the cards, so any refund for purchases made on the old card can be accepted on the new card.

My card has been snatched so many times that Am X had to completely close my account and give me an entirely new card number. They had been just changing the last 5 digits of my previous card but apparently they only will do that a handful of times.

They had to read me the entire agreement over the phone as if I was a brand new customer. I've had an American Express card since the early 80's.

 

[lovely64]

In the past I have had fairly Swift refunds to my cards when I have returned something (I usually do not return items). Recently it took about a month due to them having had technical issues (I was told).

I then bought a GM shawl and a pair of Orans. They managed to send me the wrong shawl but the refund only took 1.5 weeks or something like that.

 

[Birdonce]

Do H.com prices tend to be higher than in the stores? I bought a Lindy (reveal to come!) and the price was definitely less than Lindys in the same leather though maybe different colors. Pretty sure the ones online were also 30s, but maybe that's the difference.

NM. I answered my own question by googling the sizes, and the H.com ones are 34s. I really wish they would use the usual size designations on the website - confusing!
(Don't tell my DH though. He was delighted by the idea that maybe I got a discount (which I knew wasn't the case, but whatever keeps him happy with Hermes.))

 

[Fabfashion]

I placed an order for Halzans after a fellow TPF'er alerted on a thread that it's available on EU H.com. Placed the order on Friday night and received an email that my order is being processed. Come Monday, I received a call from H.com to verify my purchase. Thinking it's the first time I'm making a purchase from their site, that's no issue. I had requested for store pick-up for the order and was told that the item will be in store in 1-2 days.

Today, I received an email that my order has been canceled. I called and spoke to customer service and they said they couldn't tell me why other than my card didn't clear security and they don't have a reason for why either. I was frustrated but was able to place the same order seeing the item popped back on the site. Long story short, I attempted to place orders and all of which were canceled using a different card. At one point, my card wouldn't even go through. When I called up Amex, I was told that H.com has been placing authorizations on my card yet they still canceled my orders. (At one point, I even asked my DH to purchase with his card and the same thing happened - order was canceled yet there was authorization against our cards.)

I thought purchasing from the site would be more straight forward but I guess there's no shortage of games when it comes to H! :rain:

Similar thing happened to me last month on US site. Turns out the item was no longer in stock and it was a glitch in the system that doesn't remove the item and still allows customers to place an order and going through the whole payment. Apparently the C/S rep said this happens occassionally.

 

[Fabfashion]

I'm wondering if anyone has done a return for items purchased from H.com Canada. I want to order a shawl because our store here hasn't really got too many F/W ones in. However, I don't know if the color will look nice on me so if I have to return it to the store will I get the whole amount back on my credit card or will they give me a store credit or is it easier to just send it back to H.com?

 

[audreylita]

I'm wondering if anyone has done a return for items purchased from H.com Canada. I want to order a shawl because our store here hasn't really got too many F/W ones in. However, I don't know if the color will look nice on me so if I have to return it to the store will I get the whole amount back on my credit card or will they give me a store credit or is it easier to just send it back to H.com?

If you make the return to your local boutique you will only get a store credit.

 

[Meta]

Similar thing happened to me last month on US site. Turns out the item was no longer in stock and it was a glitch in the system that doesn't remove the item and still allows customers to place an order and going through the whole payment. Apparently the C/S rep said this happens occassionally.

Thanks for sharing. It was frustrating nonetheless and CS told me item WAS in fact available. For whatever odd reason I just couldn't purchase it as every order I placed an amount was deducted from my card but the order was canceled shortly after. Till now the amount still shows as pending on my card

 

[Hermes Nuttynut]

I'm wondering if anyone has done a return for items purchased from H.com Canada. I want to order a shawl because our store here hasn't really got too many F/W ones in. However, I don't know if the color will look nice on me so if I have to return it to the store will I get the whole amount back on my credit card or will they give me a store credit or is it easier to just send it back to H.com?

If the policy is the same as the US site, you can do one exchange and not be charged for return shipping or shipping the second item. But you won't get the original shipping fee back from the first order, which makes perfect sense.

 

[Fabfashion]

If you make the return to your local boutique you will only get a store credit.

Thanks, audreylita! My concern is that they've barely gotten the new F/W shawls in. I don't mind exchanging for another shawl but worry that they won't have any stock to exchange with. I guess I can keep the credit for a while until something comes up.

 

[Fabfashion]

If the policy is the same as the US site, you can do one exchange and not be charged for return shipping or shipping the second item. But you won't get the original shipping fee back from the first order, which makes perfect sense.

Hermes Nuttynut, that makes perfect sense! I'm happily surprised they won't charge to ship the second item. I'd hate to return it at the store for risking negatively impacting my fairly new relationship with the SA.

Now I'm so upset the PdV in rose indien is gone. I was waiting to try it at the store and now it's gone from H.com. :cry: Hope it comes up again either on h.com Canada or US. I'm not going to worry about trying it on IRL anymore. Wish me luck!