Hermes.com ISSUES & SOLUTIONS

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#3,320
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#1,246
c18027 said:
It is likely that your item will ship. Per the online announcement, it is orders placed after 2:00pm on Friday that will be held until the distribution center reopens.
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Thank you - it’s how I read it. Seems silly, but when home alot delivery from H brightens a day. Of course no scarf is worth a worker getting sick so I’m mixed. May wait til hopefully things was up. Everyone be well.
 
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#1,248
DrTr said:
Can’t tell exactly from US website, but I was going to order a 45 scarf. It appears as of 3/20 stores AND distribution centers will be closed, so likely nothing will ship for awhile. Can’t tell if we order a scarf (or anything) between now and Friday is it will ship this week. any intel? Wasn’t sure where to post, it is one of Hermes Sellier pocket squares from this season.
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I ordered a leather bracelet today and it shipped a few hours after I placed it. The customer service rep I spoke with was absolutely lovely.
 
#1,252
Hi everyone!
So I have a little weird situation going on. On May 8th I attempted to order the Caleche perfume for Mother’s Day - after clicking on the submit order it showed ‘pending payment’ for maybe an hour after which it changed the status to ‘canceled’. I then attempted to order once again and the order went through. I got the confirmation email and my bank account was charged for the item. Two days later I go back on the website to check for the shipment status of my item and realize that it now says ‘canceled’ next to the item that actually went through. I never received an email or a phone called telling me that my order was canceled. No explanation whatsoever. I’ve tried calling Hermes maybe 10 times already and no one ever answers. I sent an email and no one has responded to me. Has this happened to anyone? Were you refunded? I’m hoping that the refund is processing (I know that process can take several days before I see the money back in my account). Just very frustrating to be dealing with such a well know company that doesn’t have proper communication with its customers.
 
#1,253
karmilan said:
Hi everyone!
So I have a little weird situation going on. On May 8th I attempted to order the Caleche perfume for Mother’s Day - after clicking on the submit order it showed ‘pending payment’ for maybe an hour after which it changed the status to ‘canceled’. I then attempted to order once again and the order went through. I got the confirmation email and my bank account was charged for the item. Two days later I go back on the website to check for the shipment status of my item and realize that it now says ‘canceled’ next to the item that actually went through. I never received an email or a phone called telling me that my order was canceled. No explanation whatsoever. I’ve tried calling Hermes maybe 10 times already and no one ever answers. I sent an email and no one has responded to me. Has this happened to anyone? Were you refunded? I’m hoping that the refund is processing (I know that process can take several days before I see the money back in my account). Just very frustrating to be dealing with such a well know company that doesn’t have proper communication with its customers.
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So both orders were cancelled but there is still a charge on your bank account? I assume you’ve tried calling them too? Hermes website is clearly run by ‘fashion people’ and not ‘tech people’ so even during the best of times they can be frustrating to work with however I’ve never heard of a unsatisfactory result at the end of the day. You may just need to be extra patient right now. :(
 
#1,254
acrowcounted said:
So both orders were cancelled but there is still a charge on your bank account? I assume you’ve tried calling them too? Hermes website is clearly run by ‘fashion people’ and not ‘tech people’ so even during the best of times they can be frustrating to work with however I’ve never heard of a unsatisfactory result at the end of the day. You may just need to be extra patient right now. :sad:
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Yes, the first order didn’t go through at all and went straight to ‘canceled’, however when I tried ordering a second time it actually went through and charged my card + got a confirmation email. I figured that I’d have to wait a couple of days for shipping information but when I logged on two days later, I realized that the order that initially went through is now also listed as ‘canceled’. There is no further information nor did I receive an email about this cancelation. Now I’m curious about whether they’ve refunded the money they took from me. I tried calling them again several times today and have been calling them since the May 10th really with no response. No response to my email either. It’s very frustrating. The moment I receive my refund I will be going through either Saks or The Bay here in Canada to order the Caleche because at least I know they have better customer service.
 
#1,255
karmilan said:
Yes, the first order didn’t go through at all and went straight to ‘canceled’, however when I tried ordering a second time it actually went through and charged my card + got a confirmation email. I figured that I’d have to wait a couple of days for shipping information but when I logged on two days later, I realized that the order that initially went through is now also listed as ‘canceled’. There is no further information nor did I receive an email about this cancelation. Now I’m curious about whether they’ve refunded the money they took from me. I tried calling them again several times today and have been calling them since the May 10th really with no response. No response to my email either. It’s very frustrating. The moment I receive my refund I will be going through either Saks or The Bay here in Canada to order the Caleche because at least I know they have better customer service.
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Was the charge on your card actually posted or just pending? I ordered something on May 6 and got a confirmation email.....but the charge has not posted to my credit card balance. I think it only posts when it ships, which will take several weeks.

Different situation than yours, since your order was canceled without notifying you, but unless the item was shipped already the charge wouldn’t have posted to your balance yet?

If the item never ships, the pending charge will drop off after a while. It will never post to your balance.
 
#1,256
Annawakes said:
Was the charge on your card actually posted or just pending? I ordered something on May 6 and got a confirmation email.....but the charge has not posted to my credit card balance. I think it only posts when it ships, which will take several weeks.

Different situation than yours, since your order was canceled without notifying you, but unless the item was shipped already the charge wouldn’t have posted to your balance yet?

If the item never ships, the pending charge will drop off after a while. It will never post to your balance.
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I’m not sure what they did but it did subtract from the total in my chequing account. It shows as (-180.80). I know that sometimes stores even such as Sephora will do what they call a ‘holding’ because that’s their way of ensuring that you actually do have the money to pay for your item and then they refund you if you cancel your order or it gets cancelled for any reason by company. Perhaps that is what happened with Hermes? I’m thinking maybe they didn’t have the item and had to cancel (I have read on a few forums of people ordering and then having it be canceled because their website is a mess and didn’t catch the fact that the item was not in stock). I just hope that my money is being refunded. Would have definitely given me a peace of mind if someone from Hermes would at least respond or notified me of this cancelation. Terrible.
 
#1,257
karmilan said:
I’m not sure what they did but it did subtract from the total in my chequing account. It shows as (-180.80). I know that sometimes stores even such as Sephora will do what they call a ‘holding’ because that’s their way of ensuring that you actually do have the money to pay for your item and then they refund you if you cancel your order or it gets cancelled for any reason by company. Perhaps that is what happened with Hermes? I’m thinking maybe they didn’t have the item and had to cancel (I have read on a few forums of people ordering and then having it be canceled because their website is a mess and didn’t catch the fact that the item was not in stock). I just hope that my money is being refunded. Would have definitely given me a peace of mind if someone from Hermes would at least respond or notified me of this cancelation. Terrible.
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I see. Yes, that is terrible that your bank balance did go down. It’s possible you’ll see the balance adjust back up again after a few days, since it takes awhile for refunds to post.

I’m sure they will make it right at the end of the day, since the order was clearly canceled. It just might take a while since everything is so slow.

I just checked my credit card balance and the charge actually dropped off already, never posted....since it’s taking them so long to ship. When it does ship I’m sure the charge will reappear again and post to my balance.
 
#1,258
Annawakes said:
I see. Yes, that is terrible that your bank balance did go down. It’s possible you’ll see the balance adjust back up again after a few days, since it takes awhile for refunds to post.

I’m sure they will make it right at the end of the day, since the order was clearly canceled. It just might take a while since everything is so slow.

I just checked my credit card balance and the charge actually dropped off already, never posted....since it’s taking them so long to ship. When it does ship I’m sure the charge will reappear again and post to my balance.
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I really hope that’s what happens! Glad to hear everything is working out on your end. It’s frustrating having to have your money hang in the air somewhere and not being aware of what’s being done about it. I’ve been trying to call this number 1(855)770-8626 and this seems to be the only number I’ve been able to come across to call. They never pick up their calls despite saying that they’re dealing with an increase in calls haha. I’ve called at all hours of the day, sometimes 3-4 times in a row and the phone just rings and goes to an automated message. Not sure how organized they are over there :(
 
#1,259
Going on day 3 now since realizing that Hermes cancelled my order without notifying me and has already charged my card. Have opened a dispute claim with my bank to get my money back and they can deal with Hermes themselves. It’s absolutely unprofessional and terrible customer service on Hermes’ part. Have been calling them every single day, multiple times a day since May 10th and they simply do not pick up nor respond to their emails. Safe to say that I will never be ordering from their online store again.
 
#1,260
karmilan said:
Going on day 3 now since realizing that Hermes cancelled my order without notifying me and has already charged my card. Have opened a dispute claim with my bank to get my money back and they can deal with Hermes themselves. It’s absolutely unprofessional and terrible customer service on Hermes’ part. Have been calling them every single day, multiple times a day since May 10th and they simply do not pick up nor respond to their emails. Safe to say that I will never be ordering from their online store again.
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I think it's unfair to slam customer service right now, based on the pandemic. I also think that with patience, your issue would be resolved to your satisfaction with Hermes.

From my own experiences, customer service at the U.S. online boutique has always been fabulous.
 
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