Hermes.com ISSUES & SOLUTIONS

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#3,320
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#6,436
scfung said:
Hi GiGi. Yes I am based in the EU. And I am aware of the delivery restrictions - I am lucky here, I can buy from any EU country and they will ship the bag to me.
The US site actually has way more choices than the EU. You have plenty of HAC a dos GM and PM, Lindy, Jypsiere (although only the mini)…
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Gosh -- I wish that was the case. As of today, there's very little on the US website that is catching my eye except for a Medor clutch -- but the color is a bit blah.
 
#6,439
The EU site stock goes very quickly but they do have Picotin almost every week. Lundy I have seen once in 2 weeks. Price are much much lower here too. Perhaps ask a friend to receive it for you and wait for your visit? Eg I ah e bagged a Jypsiere 28 in gold last Nov. I’ve got a HAC GM and a PM in gold and crème canvas. It is very suitable for ladies and holds more stuff than the Jypsiere Mini.
 
#6,440
missmythology said:
Did anybody notice the „find in store“ button vanished on the eu sites … ?
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The find in store button hasn't popped up again(available in the silk section only) Wrote a message to customer service 2 weeks ago. Only to receive a blabla answer. Absolutely not answered my questions why it's not there anymore or when is the option coming back. Just nonsense. I never find the online customer service helpful at all!
 
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#6,442
loh said:
The US website has changed and everything is organized differently. It's quite disorienting. It's like every time I finally figure out where everything is at Trader Joes only to have them reorganize the whole store again.
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I noticed a few days ago that I can no longer bring up websites of other countries. I liked to see what was available in other regions, but now I can only access the US website.
 
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#6,444
Got blocked on the Hermes Australia website was clicking back and forth too quickly. It’s been 3 days and still can’t get access, cleared cache, cookies and history. Anyone in Australia know how long this block is for?

Thanks
 
#6,445
I had a very bad experience with h.com and customer service team today.

With an history of about 70 orders from the website with nothing but good service before (except from one experience when they “forgot” to ship a pair of shoes - seems like one of their team members actually stole it, they reported it them selves - everything solved afterwards) I was a bit shocked after speaking with them today.

I recently ordered a pair of shoes that did not fit even though it was my usual size. Tried them on for a few minutes in my bedroom and then packed them for a return. Even took a few pictures just to make sure as I’m on the paranoid side. H received the package this Monday morning, and called me today saying the shoes showed up damaged(!) which is obviously a lie, and that they will not make a refund(!). When I was protesting the not so very friendly person I was speaking to offered to send me pictures as “proof”, I said she was welcome. 12 hours later; no pictures, no email, nothing.

Craziness.

During the conversation I tried to talk to her about EU law of distance purchase, which even gives consumers the right to get at refund even for items with wear and tear (if that have been the case, it was not) - on a partly reduced refund. Clearly she was not aware and hang up the phone (!) on me.

I’m still in shock. Tried to write a nice email to the customer service and I’m now waiting for an answer, but have a really bad taste from the call.

Anyone else? Is this something new going on?

I’m afraid to buy anything from the website again…
 
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#6,446
ThingumyPoppy said:
I had a very bad experience with h.com and customer service team today.

With an history of about 70 orders from the website with nothing but good service before (except from one experience when they “forgot” to ship a pair of shoes - seems like one of their team members actually stole it, they reported it them selves - everything solved afterwards) I was a bit shocked after speaking with them today.

I recently ordered a pair of shoes that did not fit even though it was my usual size. Tried them on for a few minutes in my bedroom and then packed them for a return. Even took a few pictures just to make sure as I’m on the paranoid side. H received the package this Monday morning, and called me today saying the shoes showed up damaged(!) which is obviously a lie, and that they will not make a refund(!). When I was protesting the not so very friendly person I was speaking to offered to send me pictures as “proof”, I said she was welcome. 12 hours later; no pictures, no email, nothing.

Craziness.

During the conversation I tried to talk to her about EU law of distance purchase, which even gives consumers the right to get at refund even for items with wear and tear (if that have been the case, it was not) - on a partly reduced refund. Clearly she was not aware and hang up the phone (!) on me.

I’m still in shock. Tried to write a nice email to the customer service and I’m now waiting for an answer, but have a really bad taste from the call.

Anyone else? Is this something new going on?

I’m afraid to buy anything from the website again…
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Did you call back? Sometimes you just land on a rotten egg on an agent but the next one is very helpful.
 
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#6,447
Christofle said:
Did you call back? Sometimes you just land on a rotten egg on an agent but the next one is very helpful.
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No, I was to shocked, and afraid I would have to talk to her again. As English is not my first language I’m also more comfortable in writing an email to avoid misunderstanding in somehow of a legal matter.
 
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#6,448
ThingumyPoppy said:
No, I was to shocked, and afraid I would have to talk to her again. As English is not my first language I’m also more comfortable in writing an email to avoid misunderstanding in somehow of a legal matter.
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I've read similar stories before and as long as you hold your ground, or even suggest you'll just file a credit card charge back, they eventually issue the refund and go away. To protect yourself in the future, you could take pictures of the soles of any shoes/items in the condition they are in as you pack them up. It's not iron clad but it at least gives you another bargaining chip, as unfortunate as it is to have to do that. Did they say they were going to re-send the shoes back to you since they are allegedly refusing the return/refund?
 
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#6,449
acrowcounted said:
I've read similar stories before and as long as you hold your ground, or even suggest you'll just file a credit card charge back, they eventually issue the refund and go away. To protect yourself in the future, you could take pictures of the soles of any shoes/items in the condition they are in as you pack them up. It's not iron clad but it at least gives you another bargaining chip, as unfortunate as it is to have to do that. Did they say they were going to re-send the shoes back to you since they are allegedly refusing the return/refund?
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Thank you! Yes, they did - but of course that would be difficult if nobody is picking it up/accepting the package at the door on delivery. It’s obviously not a proper way to handle the consumer’s right… I guess I will have to file a report with my cc company. Sadly.
 
#6,450
Mallhaciel said:
Got blocked on the Hermes Australia website was clicking back and forth too quickly. It’s been 3 days and still can’t get access, cleared cache, cookies and history. Anyone in Australia know how long this block is for?

Thanks
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Just connect to another IP address - instead of your home wifi, connect to your mobile as personal hotspot then you can access again...as long as it's another internet connection you should be fine...I got blocked before but I think after a few hours or prob at least a day max I think you can access again...
 
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