Hermes.com ISSUES & SOLUTIONS

[papertiger]

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[vio888]

Hi,

I think it depends on what you purchased.
When I bought a shirt or a scarf, the orange box was inside a white box which was then over wrapped with a plastic material along with it affixed a shipping label to me.
Now for bulkier packages such as my bag order, the orange box was inside wrapped with a white and brown protective packaging material, inside the brown box which was sealed with tape pretty much on all crevice.
I don’t think they have white boxes the size of bags aside from the mini Evelyne I received.

I just received my Evelyne29 yesterday that the orange box only wrapped with white packaging material inside the brown box. No bienvenue chez hermes white box as well.

 

[BoredHoe]

I just received my Evelyne29 yesterday that the orange box only wrapped with white packaging material inside the brown box. No bienvenue chez hermes white box as well.

Yup that’s normal I think for larger boxes (larger than Evelyne Amazone 16 cm or aka TPM).

 

[taetaebear]

Does anyone know any website trackers that can alert you when the bag page updates? I'm dying for the mauve sylvester evelyne tpm

 

[waterlily112]

Does anyone know any website trackers that can alert you when the bag page updates? I'm dying for the mauve sylvester evelyne tpm

I know there's one that a lot of Chinese resellers use, it's not free but like $30 USD a month where you get real time email/text when they update the inventory. But even then you're still competing with resellers who are on the website 24/7...Better off getting a SA who can track one down or order it for you since it's not a quota bag.

 

[MartinaHK]

This may seem the right thread to post my issue, if not please feel free to move it.
After years of trying to get a marble silk, last week I finally managed to get one online. Two days ago, I was waiting for FedEx at home when I checked the online tracking status and noticed that it was marked as “delivered” and signed by “JJJJJJJJJJJJJJ”. Needless to say, nobody rang my doorbell, package not to be found anywhere, checked with neighbors nobody seen my package, nothing left at the management office etc. I called immediately FedEx and they told me that they opened a case. I called Hermes too which did the same. Today I checked with FedEx and they told me the case is closed, so I understand that they couldn’t identify where my package was, and now the shipper (Hermes) should open an investigation. Did it ever happen to you? What should I expect?

Update: thanks everyone, as I followed your advices in many ways…

I called back FedEx few times (very challenging to speak to a human being after they closed my case, in fact by telling my tracking number to the automatic voice it kept giving me no option to speak to a customer representative so I had to trick the voice). I managed to escalate to a manager who re-opened the case given the very dodgy nature of signature (a dash) and initials.

Hermes didnt really entertain a dialogue about this case because by agreement with FedEx they accept any signature (even the dodgy one I had) as proof of delivery. Therefore, they don’t even file a lost package case as instead FedEx suggested.

Yesterday I called my bank and started the purchase protection procedures.

This afternoon I found my package in front of the door.

Lesson learnt: never ever again get a door delivery but rather pick up in store or at FedEx facility. It’s crazy that a shipment which requires direct signature at the address of delivery can in fact be signed by anyone without liability.

 

[Caramelus]

Update: thanks everyone, as I followed your advices in many ways…

I called back FedEx few times (very challenging to speak to a human being after they closed my case, in fact by telling my tracking number to the automatic voice it kept giving me no option to speak to a customer representative so I had to trick the voice). I managed to escalate to a manager who re-opened the case given the very dodgy nature of signature (a dash) and initials.

Hermes didnt really entertain a dialogue about this case because by agreement with FedEx they accept any signature (even the dodgy one I had) as proof of delivery. Therefore, they don’t even file a lost package case as instead FedEx suggested.

Yesterday I called my bank and started the purchase protection procedures.

This afternoon I found my package in front of the door.

Lesson learnt: never ever again get a door delivery but rather pick up in store or at FedEx facility. It’s crazy that a shipment which requires direct signature at the address of delivery can in fact be signed by anyone without liability.

So glad you got your package

 

[vio888]

Sorry to hear that! I have had a few deliveries this past month where the FedEx driver just dropped it off and sign off on my behalf. Luckily our doorbell has a camera so I could see that he did that (and have video evidence should I ever need it). It’s frustrating for sure!

Same here. The driver just dropped the box off at my front door, no signature require.

 

[Xthgirl]

Update: thanks everyone, as I followed your advices in many ways…

I called back FedEx few times (very challenging to speak to a human being after they closed my case, in fact by telling my tracking number to the automatic voice it kept giving me no option to speak to a customer representative so I had to trick the voice). I managed to escalate to a manager who re-opened the case given the very dodgy nature of signature (a dash) and initials.

Hermes didnt really entertain a dialogue about this case because by agreement with FedEx they accept any signature (even the dodgy one I had) as proof of delivery. Therefore, they don’t even file a lost package case as instead FedEx suggested.

Yesterday I called my bank and started the purchase protection procedures.

This afternoon I found my package in front of the door.

Lesson learnt: never ever again get a door delivery but rather pick up in store or at FedEx facility. It’s crazy that a shipment which requires direct signature at the address of delivery can in fact be signed by anyone without liability.

The only thing i could think about this is it was delivered to a different house and somebody from that house signed it without knowing if theyre really supposed to receive a package or not. Realizing this, they dropped your package to your house themselves.
Good idea on picking up from store. I dont think fedex will not recognize a Hermes boutique or not when they deliver them there. Plus, a chance to meet your SA and make them not forget about you. Win win.

 

[Ada123]

It’s just the worst isn’t it??? I realized it was their system when my boutique SAs were sending me payment links - using all different channels when one didn’t work. Multiple emails, different phone numbers, just hoping one would work! Madness!!

I made an entire thread on this, and finally got to the bottom of it. H.com accepts only payment types that allow 3D payments. My AMEX plat and MC black don't allow for 3D payments, so I was getting rejected constantly and confused as to why. I thought H had actually blocked me!! They had not at all. Only my visa works for H.com for some reason I have learned, it's just their strange 3rd party payment system that messes with payment types. Hope that helps!

Hi TraceySH,

How did u get it resolved? I am having the same issue. Hermes cs said they did not block my account.I tried to place an order online but h.com keeps saying my card info is incorrect. I called Hermes CS the next day. They sent me a link to pay via voxpay twice. I paid with my amex and visa. Both transactions got rejected by “ the financial institutions “. It’s so frustrating.
Can you share how you resolved the issue? Many thanks!

 

[waterlily112]

If it says rejected by the financial institutions you should reach out to the credit card issuer. Depending if you have set up email/text alert, sometimes the automatic theft protection system from the credit card company would flag a transaction as suspicious and deny it until you confirm it via email or text that you truly authorize it.

 

[TraceySH]

Hi TraceySH,

How did u get it resolved? I am having the same issue. Hermes cs said they did not block my account.I tried to place an order online but h.com keeps saying my card info is incorrect. I called Hermes CS the next day. They sent me a link to pay via voxpay twice. I paid with my amex and visa. Both transactions got rejected by “ the financial institutions “. It’s so frustrating.
Can you share how you resolved the issue? Many thanks!

My issue is back again. In-store only this time. For now H.com my one visa works (regular not black). And from the comment above no it has nothing to do with amex, amex, mc, visa, visa, Apple Pay and PayPal (all the payments I’ve tried). Nothing works. My poor SA and his manager are scratching their heads. I had a friend just go in LA and pick up my junk last time. I wired her money & Hermes shipped to me. It’s just a crappy payment system all around.

When it says “rejected by financial institution” that’s erroneous. It never even went past the first interface.

I don’t know why they can’t just keep all my cards on file like everyone else and just charge away. I am sorry it’s happening to you too. So frustrating.

 

[Ada123]

My issue is back again. In-store only this time. For now H.com my one visa works (regular not black). And from the comment above no it has nothing to do with amex, amex, mc, visa, visa, Apple Pay and PayPal (all the payments I’ve tried). Nothing works. My poor SA and his manager are scratching their heads. I had a friend just go in LA and pick up my junk last time. I wired her money & Hermes shipped to me. It’s just a crappy payment system all around.

When it says “rejected by financial institution” that’s erroneous. It never even went past the first interface.

I don’t know why they can’t just keep all my cards on file like everyone else and just charge away. I am sorry it’s happening to you too. So frustrating.

Oh no…you are having trouble even in store payment?
I just realized this last Thursday. Haven’t had a chance to go to my local store. I m nervous to go now……

I see people said to have Hermes CS send the voxpay payment link to an email address other than the one related to Hermes acct. I may try that.

 

[TraceySH]

Oh no…you are having trouble even in store payment?
I just realized this last Thursday. Haven’t had a chance to go to my local store. I m nervous to go now……

I see people said to have Hermes CS send the voxpay payment link to an email address other than the one related to Hermes acct. I may try that.

They've tried that too. Different email address. Try on PC, try on phone, etc. Doesn't work. It's crazy!!!

 

[marietouchet]

All these mistakes are sad. It is disappointing that such an established brand has such a poorly maintained website.

Honestly, it has been like that forever, I remember buying a pink TURANDOT that was peach when it arrived - their photos were badly color distorted back then, I learned my lesson , photos colors are more accurate now BUT
they get SKU numbers wrong

 

[viewwing]

Honestly, it has been like that forever, I remember buying a pink TURANDOT that was peach when it arrived - their photos were badly color distorted back then, I learned my lesson , photos colors are more accurate now BUT
they get SKU numbers wrong

Wow my comment was in 2011 n the website is still as bad?!