Hermes.com ISSUES & SOLUTIONS

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#3,320
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#6,346
QuelleFromage said:
1) Have you tried connecting to a different network? This will tell you if it is network or device.
2) Have you tried a VPN?
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I was able to log in on my phone but not my laptop, so at that time I just kept using my phone & was able to place another order.
It has been a few weeks since I posted the question. By yesterday I was able to log in on my laptop again (& *almost placed another order :P)

I thought about using VPN though... it's the last way I'd try if the previous have failed...
 
#6,347
Hi everyone. First time H customer and tried my luck online. I managed to order a Picotin on Friday but order was cancelled next day. Emailed them why order was cancelled and provided The reason was unable they are unable to process the order. I haven’t received any cancellation email. Do they normally send one out or just expect you to check their website to find out? Disheartening but at least I was able to check out!

After 2 hours, I saw the same bag on the website but unable to check out. I haven’t had any history in purchasing is that a reason why?
 
#6,348
sallehhh said:
Hi everyone. First time H customer and tried my luck online. I managed to order a Picotin on Friday but order was cancelled next day. Emailed them why order was cancelled and provided The reason was unable they are unable to process the order. I haven’t received any cancellation email. Do they normally send one out or just expect you to check their website to find out? Disheartening but at least I was able to check out!

After 2 hours, I saw the same bag on the website but unable to check out. I haven’t had any history in purchasing is that a reason why?
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Hermes’ website and inventory control are terrible. Popular items sell out so quickly that they often accidentally allow more people to purchase an item than the number of the item that they actually have available. When this happens, the order will be cancelled. They also allow sold out “ghost” listings for some period of time before the website crawl clears the item from showing, this is what is happening when you cannot add it to cart or check out. None of this is rare nor personal.
 
#6,349
I
niwk_bag21 said:
I was able to log in on my phone but not my laptop, so at that time I just kept using my phone & was able to place another order.
It has been a few weeks since I posted the question. By yesterday I was able to log in on my laptop again (& *almost placed another order :P)

I thought about using VPN though... it's the last way I'd try if the previous have failed..
Click to expand...

I filled out their IT form on the bottom of their webpage, when I got blocked on my laptop, basically said that tech savvy shoppers browse thru items rly quickly so stop being so strict on the blocking! Lolol
And I no longer get blocked.
 
#6,350
I saw recently that they were changing the system so that purchase history would follow you from country to country. Meaning if you make it into a Paris store they can see that you are a regular customer in another country. Does anyone know if that is true? I’m just wondering if my purchase history can help ahead of traveling this summer.
 
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#6,351
kmat said:
I saw recently that they were changing the system so that purchase history would follow you from country to country. Meaning if you make it into a Paris store they can see that you are a regular customer in another country. Does anyone know if that is true? I’m just wondering if my purchase history can help ahead of traveling this summer.
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It’s not true. At most, when the systems are finally linked, the only information shared will be the quantity of quota bags purchased for each of the last three years. There is no plan to link a client’s entire purchase history, mostly due to legal reasons but also technical challenges for Hermes as well.
 
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#6,352
acrowcounted said:
It’s not true. At most, when the systems are finally linked, the only information shared will be the quantity of quota bags purchased for each of the last three years. There is no plan to link a client’s entire purchase history, mostly due to legal reasons but also technical challenges for Hermes as well.
Click to expand...
Got it. Thanks for the info!
 
#6,353
acrowcounted said:
It’s not true. At most, when the systems are finally linked, the only information shared will be the quantity of quota bags purchased for each of the last three years. There is no plan to link a client’s entire purchase history, mostly due to legal reasons but also technical challenges for Hermes as well.
Click to expand...
I've never understood how LV, Gucci and Fendi can link information across countries but Hermes can't.
 
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#6,356
Hi all!

Does anyone know how long it usually takes for bags to get to FL (for boutique pickup) after shipping?
Also, can the status say “in preparation” even after it shipped?

I scored a dream bag on Tuesday after trying for a long time and, because I was so rushed, I chose the wrong shipping option. I called Customer Service about an hour after placing the order and tried to change the shipping address and/or speed. They said it was too late. I’m just wondering what others have experienced. TIA!
 
#6,357
HavLab said:
I completely identify with your post. I'm having the same experience. I just got back from Paris. I was also there in July with the same result. No appointment, no walk-in appointment offered. I have had SAs previously but when there is a change with the SA, there seems to be no way to get a replacement SA.

I think there is an unprecedented amount of demand at Hermes. Maybe the highest in its history. I think the desk just says no, no and no. Especially if there are other people around. I'm not sure how many people even get an appointment. I think there are a lot of hotel appointments, home store-arranged appointments, and established SA appointments versus lottery appointments. And the SAs in other departments have zero power to offer leather or expect you to spend big. And I mean big. I bought some shoes on my trip and that's what the SA told me. If I spent a lot, he could go to his manager. For me, I can't compete with that, I simply don't want or need that much stuff. I'm happy with a once-a-year jewelry purchase, maybe a scarf or two, and I love love love H shoes. I really only want one or two more bags.

I miss the old days, walking into George V, buying a few things, maybe getting a bag to go with them, and getting expert guidance from an SA. There are still some good SAs, I had a wonderful experience in jewelry at George V last summer. But the lottery has never worked for me on multiple trips. Walking in and asking for a cancellation feels awkward to me. I was fine lining up because that was the process. But asking for cancellation makes me feel like a desperate loser who didn't get picked for the basketball team. And that I'm wasting their time because I followed the process and I wasn't selected - I should just accept it and leave them alone.

Unless the economy changes, I don't think anything will change at Hermes in Paris. There is just too much money in the global economy. Everyone is there ready to spend spend spend. The odd person will get lucky, but reading through this thread, it isn't that many.

I wish you luck though and will send positive vibes
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scndlslv said:
I've never understood how LV, Gucci and Fendi can link information across countries but Hermes can't.
Click to expand...
and Dior
 
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#6,358
Does anyone know if there is a limit to how many bags you can purchase in the same month for the Canadian website? The most recent says “pending payment” (I know it’s fine with my cc company) though I also recognize I made the purchase near the end of the day.

Thank you for any insights you might have.
 
#6,359
kookai-lola said:
Does anyone know if there is a limit to how many bags you can purchase in the same month for the Canadian website? The most recent says “pending payment” (I know it’s fine with my cc company) though I also recognize I made the purchase near the end of the day.

Thank you for any insights you might have.
Click to expand...
The US website is two per semester (Jan-June, July-Dec). I would assume Canada would be the same.
 
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