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

 

[ThingumyPoppy]

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.

OMG this is so strange, I’m even more shocked.

As H.com didn’t reply to my email for 24h I sent a reminder. No reply within a few more hours, so I called the customer service. They lied about sending “proof” of the non existing “damage” to my email, and claimed they had not received any of my 3 emails during the last 2 days…

This is becoming a horror story.

Is business suddenly going this bad for them that they are trying maffia methods?!

I never experienced anything like this from H during the last 15+ years as client, neither in store or online… The customer service use to reply promptly and nice, and I could never think that they would lie “in one’s face”.

Of course I hade an automatic reply for every email I sent, so they can’t claim they didn’t receive them.

I’m very curious about how they treat the credit card company’s request, or other legal requests.

 

[Meta]

I have been living in France and the French Hermès site is not as good as the Italian site. Just google Hermès Italia and make sure it is in Italian.
The Italian site offers more choices including some sought after pieces like Jypsiere Mini and Evelyn.
I bought some rare pieces, like Kelly Sac a Dépêche 36, Jypsiere 28 and even a HAC a Dos PM.
However, the last year I learn a few tips -
You are allowed 2 bags per 6 months (they call it semester). And it doesn’t matter whether it is man or woman.
So, to give you an example, I bought a Bolide Messenger (new model) and an Evelyn 29 between April and now (May 30), and I cannot buy more.
I called them today and was told this rule.
I asked about other bags but they are very cagey.
But, I know Garden Party is not on of these restricted items.
I am not into Kelly or Birkin but it seems Hermès doesn’t even want you to buy too many bags.

This has been discussed extensively on this thread. Most recently as quoted in post below:

Unfortunately I only about Europe, but there it is 2 non-quota bag per half a year (Jan-June/July-Dec).

 

[etoile de mer]

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…

OMG this is so strange, I’m even more shocked.

As H.com didn’t reply to my email for 24h I sent a reminder. No reply within a few more hours, so I called the customer service. They lied about sending “proof” of the non existing “damage” to my email, and claimed they had not received any of my 3 emails during the last 2 days…

This is becoming a horror story.

Is business suddenly going this bad for them that they are trying maffia methods?!

I never experienced anything like this from H during the last 15+ years as client, neither in store or online… The customer service use to reply promptly and nice, and I could never think that they would lie “in one’s face”.

Of course I hade an automatic reply for every email I sent, so they can’t claim they didn’t receive them.

I’m very curious about how they treat the credit card company’s request, or other legal requests.

Wow, so sorry you've been treated this way! I'm hoping you were able to get this sorted out.

 

[ThingumyPoppy]

Wow, so sorry you've been treated this way! I'm hoping you were able to get this sorted out.

Thank you for reaching out!

No, I haven’t heard anything more from h.com yet. My bank is working on the cc-insurance/solution so I’m waiting for a refund from them.

 

[ThingumyPoppy]

Thank you for reaching out!

No, I haven’t heard anything more from h.com yet. My bank is working on the cc-insurance/solution so I’m waiting for a refund from them.

A short update on the matter; I received the requested refund from my cc-company. Still nothing from h.com.

I did send them an email yesterday with the legal information on which consumer’s rights they are violating within the EU law and asked if they wanted to respond before legal actions were taken. According to their automatic reply you should get an answer within 24 h maximum - still no response 24 h later.

I will stick to my local boutique from now, if I decide to remain a customer.

 

[etoile de mer]

A short update on the matter; I received the requested refund from my cc-company. Still nothing from h.com.

I did send them an email yesterday with the legal information on which consumer’s rights they are violating within the EU law and asked if they wanted to respond before legal actions were taken. According to their automatic reply you should get an answer within 24 h maximum - still no response 24 h later.

I will stick to my local boutique from now, if I decide to remain a customer.

Wow, surprised you've still not gotten a reply from H.com. Sadly, customer service has really degraded in so many places. I hope you eventually hear from them, otherwise very discouraging! It's a "take it or leave it" attitude that's very off-putting.

 

[ThingumyPoppy]

Wow, surprised you've still not gotten a reply from H.com. Sadly, customer service has really degraded in so many places. I hope you eventually hear from them, otherwise very discouraging! It's a "take it or leave it" attitude that's very off-putting.

Agree!

 

[ive_flipped]

Is this how they are shipping things now? Yes it’s just a bride-a-brac but it’s not cheap either. First they completely left off my unit number and the delivery was delayed by a week and a half and then I opened the box and it’s just seems like it was barely wrapped and tossed in.

 

[Kuro-Kuma]

Is this how they are shipping things now? Yes it’s just a bride-a-brac but it’s not cheap either. First they completely left off my unit number and the delivery was delayed by a week and a half and then I opened the box and it’s just seems like it was barely wrapped and tossed in.View attachment 6201459

This is a bit shocking, I don't think I've ever received an online order wrapped like that before. Sure hope this isn't the new packaging 😥

 

[ive_flipped]

This is a bit shocking, I don't think I've ever received an online order wrapped like that before. Sure hope this isn't the new packaging 😥

I hope not too, they were sloppy all around. I’m returning it as well there is a snag on it too

 

[saugalady]

Is this how they are shipping things now? Yes it’s just a bride-a-brac but it’s not cheap either. First they completely left off my unit number and the delivery was delayed by a week and a half and then I opened the box and it’s just seems like it was barely wrapped and tossed in.View attachment 6201459

Are you in Canada? Mine arrived like this too. Just that it was in a paper envelope instead of a box. I was very shocked.

 

[FrenchNewbie]

Is this how they are shipping things now? Yes it’s just a bride-a-brac but it’s not cheap either. First they completely left off my unit number and the delivery was delayed by a week and a half and then I opened the box and it’s just seems like it was barely wrapped and tossed in.View attachment 6201459

Are you in Canada? Mine arrived like this too. Just that it was in a paper envelope instead of a box. I was very shocked.

This is very shocking, disappointing, and honestly appalling. I have never seen anything with this sort of shabby packaging. Everything sent from Hermès should be wrapped in an orange box, except for fragrances and pillows.

 

[ThingumyPoppy]

This is very shocking, disappointing, and honestly appalling. I have never seen anything with this sort of shabby packaging. Everything sent from Hermès should be wrapped in an orange box, except for fragrances and pillows.

Or at least nice an properly packed…

 

[ThingumyPoppy]

I honestly believe there’s something wrong with the H webshop, I had a similar incident last year with a cashmere shawl packed all fuzzy in the wrong kind of box, upside down in the brown paper box… I just took it then, but after the main customer service incident above with the sandals and a minor incident right after that I decided to leave the webshop permanently.

 

[ive_flipped]

Are you in Canada? Mine arrived like this too. Just that it was in a paper envelope instead of a box. I was very shocked.

I am, I can’t believe they have just decided to throw things in a box or envelope. I won’t be buying anything else for a bit online. They also left half of my address off the label so FedEx couldn’t deliver it until they got ahold of me which took awhile ha ha since I never answer my phone