Hermes.com ISSUES & SOLUTIONS

[papertiger]

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Happy online shopping

 

[cali_to_ny]

Why in the world is the H.com website so damn awful????!!!! Sorry, I haven't read through this thread yet--really just need to vent. I was FINALLY able to place an order today and was so shocked when it actually went through (I received a confirmation email) only to get another email a bit later notifying me that my order was canceled. No explanation or anything. SO FRUSTRATING!!!!
Also, does anyone know if you're able to place an order and ship to a different address (the billing and CC info. are the same--just mailing to a different address)? Wondering if that's the reason my order was canceled. CS could not provide an explanation.

It might have to do with some kind of quota? I know they recently instituted a 2 piece limit for small leather goods, per half year. I bought one Bearn and one Calvi card holder in July-August and then when I got lucky with a Rodeo in September it got canceled for that reason. SO ANNOYING

 

[saugalady]

Why in the world is the H.com website so damn awful????!!!! Sorry, I haven't read through this thread yet--really just need to vent. I was FINALLY able to place an order today and was so shocked when it actually went through (I received a confirmation email) only to get another email a bit later notifying me that my order was canceled. No explanation or anything. SO FRUSTRATING!!!!
Also, does anyone know if you're able to place an order and ship to a different address (the billing and CC info. are the same--just mailing to a different address)? Wondering if that's the reason my order was canceled. CS could not provide an explanation.

Absolutely frustrating. Wanted to share though that I have mailed to different addresses several times without issues. I've bought 3 pairs of Chypres online this year mailed to 3 separate addresses. I always send with Gift box checked

 

[BagsR4Me]

Absolutely frustrating. Wanted to share though that I have mailed to different addresses several times without issues. I've bought 3 pairs of Chypres online this year mailed to 3 separate addresses. I always send with Gift box checked

That's good to know--thank you!

 

[BagsR4Me]

It might have to do with some kind of quota? I know they recently instituted a 2 piece limit for small leather goods, per half year. I bought one Bearn and one Calvi card holder in July-August and then when I got lucky with a Rodeo in September it got canceled for that reason. SO ANNOYING

Thanks! That was my 1st time actually being able to purchase anything on H.com as I've never been able to catch what I want online, so it's definitely not a quota thing for me -- but I appreciate your input.

 

[mularice]

Hi all,

Does anyone know what is the “safe” indication that your online order has been accepted and will ship?

The status is showing as “Shipping Order” but I’m wondering at what point can and will they cancel the order at?

Do I need to wait till it says “Shipped”?

I rarely make online purchases from H so I can’t really remember the process!

Thanks!

 

[mularice]

Hi again, does anyone know if you choose to pay via ApplePay and it reverts you back to the item page, is that because the item has gone out of stock or is it an issue with ApplePay itself?

I’ve been trying to purchase bags from the UK website - I don’t add to cart, I just click the pay with Apple Pay button. It keeps not working and then when I try add to cart it informs me the item is sold out. I know my Apple Pay has worked on the website before because I bought a Constance To Go last week with this method.

All I have bought from the website this year is a pair of Chypre and the Constance To Go. No bags.

 

[missmythology]

Did anybody notice the „find in store“ button vanished on the eu sites … ?

 

[Beachbunny_chanel]

Yes, I did. Last year the same at that time of the year! Last year I asked the customer service about that and they answered something about technical issues ...so now it's the same. So I guess there must be a purpose for that...?

 

[missmythology]

Yes, I did. Last year the same at that time of the year! Last year I asked the customer service about that and they answered something about technical issues ...so now it's the same. So I guess there must be a purpose for that...?

Oh I see, interesting, maybe it’s so people come in anyway and not only wait for specific items haha

 

[Xaniqax]

Hi just wanted to ask did Hermes have extended Christmas return? They had a note at the top of their site over December saying they do?

 

[acrowcounted]

Per the website's terms and conditions.

 

[Xaniqax]

Thank you! Anyone have the uk version of terms I can’t seem to find this statement but I definately saw it when I bought gifts thanks

 

[diorboochie]

Hi, I’m sorry if this issue has been addressed before, but I was wondering if anyone else has experienced problems being flagged as a bot or having their account labeled as fraudulent?


Every time I try to place an order on the Hermès EU website, it gets canceled, and I receive an email stating that the order was canceled due to their “information risk system.” Whenever I contact customer service, they aren’t very helpful and always respond by saying that the system is automated and they can’t share any details about the issue.


For context, I managed to successfully order and receive a Picotin 18 last year (around June). However, since then, every order I’ve tried to place has resulted in the same cancellation scenario. I’m also fully aware of the policy regarding two bags per season, so I don’t believe this should be the issue.

Has anyone else dealt with this? Were you able to resolve it? I’d appreciate any advice. Thank you in advance!

 

[diorboochie]

I’m currently having the same problem. H.com will not process any type of payment — credit card, Apple Pay, or PayPal. I’ve never had this issue before or with any other website.

Were you able to resolve this?

Were you avle to resolve this?

 

[acrowcounted]

Hi, I’m sorry if this issue has been addressed before, but I was wondering if anyone else has experienced problems being flagged as a bot or having their account labeled as fraudulent?


Every time I try to place an order on the Hermès EU website, it gets canceled, and I receive an email stating that the order was canceled due to their “information risk system.” Whenever I contact customer service, they aren’t very helpful and always respond by saying that the system is automated and they can’t share any details about the issue.


For context, I managed to successfully order and receive a Picotin 18 last year (around June). However, since then, every order I’ve tried to place has resulted in the same cancellation scenario. I’m also fully aware of the policy regarding two bags per season, so I don’t believe this should be the issue.

Has anyone else dealt with this? Were you able to resolve it? I’d appreciate any advice. Thank you in advance!

Sounds like they think you are a reseller. Have you ever had any returns or issues with customer service? Do you also shop in the store? Are your billing and shipping addresses the same?