Hermes.com ISSUES & SOLUTIONS

[papertiger]

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[karmilan]

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.

I’m not slamming customer service, I’m expressing my distaste and frustration which I’m allowed to do whether or not there’s a pandemic. This is probably my 7th or 8th time ordering online during this pandemic and despite it being challenging and busy for everyone - I haven’t had to chase my money through the internet with any other luxury brand. If you’re going to cancel an order - simply notify your client. Likewise, there should be at least ONE way to reach customer service at any time. I’ve called easily over 12 times and they simply don’t have anyone answering phones. I even emailed them about a different question on May 8th before I placed my order and they haven’t even answered that question let alone the one where I’m trying to figure out what went wrong with my order and if I’m being refunded.
I simply don’t have the time or energy to be chasing them anymore having to work 12 hour shifts at a hospital and then coming home trying to figure out if they’ll ever write me back. My bank can deal with them

 

[smallfry]

I’m not slamming customer service, I’m expressing my distaste and frustration which I’m allowed to do whether or not there’s a pandemic. This is probably my 7th or 8th time ordering online during this pandemic and despite it being challenging and busy for everyone - I haven’t had to chase my money through the internet with any other luxury brand. If you’re going to cancel an order - simply notify your client. Likewise, there should be at least ONE way to reach customer service at any time. I’ve called easily over 12 times and they simply don’t have anyone answering phones. I even emailed them about a different question on May 8th before I placed my order and they haven’t even answered that question let alone the one where I’m trying to figure out what went wrong with my order and if I’m being refunded.
I simply don’t have the time or energy to be chasing them anymore having to work 12 hour shifts at a hospital and then coming home trying to figure out if they’ll ever write me back. My bank can deal with them

Just want to say thank you for being on the front line!

 

[karmilan]

Just want to say thank you for being on the front line!

Thank you! I truly believe that we are all contributing and helping in our own way and the best we know how. Hope everyone is staying safe - we’ll get throu

 

[c18027]

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

Are you trying to contact US H.com? If yes, the 855-770-8626 number you listed is not the correct number for Customer Service. Please see the screenshot taken directly from their website. I personally have had no problem reaching Customer Service last week — once by email and twice by telephone. Every email you send through their website generates an automatic response, which includes a registration number that documents your correspondence.

 

[raylyn]

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.

Same thing is happening to me. Ordered something on May 6, charge was pending, then dropped off, but order still showing as 'in preparation'.

Contacted customer service about another issue and the email and phone were both answered fairly promptly.

 

[karmilan]

View attachment 4730611
Are you trying to contact US H.com? If yes, the 855-770-8626 number you listed is not the correct number for Customer Service. Please see the screenshot taken directly from their website. I personally have had no problem reaching Customer Service last week — once by email and twice by telephone. Every email you send through their website generates an automatic response, which includes a registration number that documents your correspondence.
View attachment 4730609

Hey! Nope I live in Canada and the number I mentioned is the one that is listed on the website. They actually called me about 30 minutes ago and said that on Friday and Saturday they had a glitch in the system which somehow cancelled people’s orders? I wonder how many people this happened to. They apologized and said that they would send some goodies seeing as I ended up purchasing the perfume through The Bay with next day shipping. I’m glad they at least got back to me and they said they completely understand why I had contacted my bank seeing as they unfortunately didn’t get back to me as quickly as they should have. But I did also send an email via the portal that you mentioned which sends you an automated email with a case number. I’m assuming that’s how they were able to get back to me.

 

[c18027]

Hey! Nope I live in Canada and the number I mentioned is the one that is listed on the website. They actually called me about 30 minutes ago and said that on Friday and Saturday they had a glitch in the system which somehow cancelled people’s orders? I wonder how many people this happened to. They apologized and said that they would send some goodies seeing as I ended up purchasing the perfume through The Bay with next day shipping. I’m glad they at least got back to me and they said they completely understand why I had contacted my bank seeing as they unfortunately didn’t get back to me as quickly as they should have. But I did also send an email via the portal that you mentioned which sends you an automated email with a case number. I’m assuming that’s how they were able to get back to me.

Great! So glad to hear that you finally connected!

 

[Baebae807]

I have a question about the hermes website. So today, I refreshed my search for the picotin and then finally I see the color and the hardware and size I want. I can also add to the cart. So I am thinking I hit the Hermes website Picotin Jackpot, after inputting my credit card and I hit checkout..... "the item in your cart is no longer available" message popped up. Why are picotins so hard to buy? or is it just me.

 

[acrowcounted]

I have a question about the hermes website. So today, I refreshed my search for the picotin and then finally I see the color and the hardware and size I want. I can also add to the cart. So I am thinking I hit the Hermes website Picotin Jackpot, after inputting my credit card and I hit checkout..... "the item in your cart is no longer available" message popped up. Why are picotins so hard to buy? or is it just me.

They list items even when they only have literally one or two in stock. Someone just grabbed it before you could finish. :/

 

[GreenBagsOnly]

Still "in preparation" and they havent processed the transaction on my credit card. I think it will be cancel .

Did you ever receive the TPM?

 

[Baebae807]

Did you ever receive the TPM?

YES! I had it shipped to the store, but it was "in preparation" until they called me to pick up. Their online website is not that user friendly.

 

[GreenBagsOnly]

YES! I had it shipped to the store, but it was "in preparation" until they called me to pick up. Their online website is not that user friendly.

Congrats! I have been checking Hermès.com (for the EU) and Hermès.fr daily for weeks and only saw one TPM come up (and unfortunately not a color I could do). How do you like it? Is Amazone a green? If so, the I am insanely jealous!

I had a few issues with on-line orders in the past month (one morning, no payments were going through), but customer support called me within an hour or two. For me it’s the shipping that’s been hard to deal with- I don’t need these items fast, but I do need the correct date/time from FedEx.

 

[Pampelmuse]

Congrats! I have been checking Hermès.com (for the EU) and Hermès.fr daily for weeks and only saw one TPM come up (and unfortunately not a color I could do). How do you like it? Is Amazone a green? If so, the I am insanely jealous!

I had a few issues with on-line orders in the past month (one morning, no payments were going through), but customer support called me within an hour or two. For me it’s the shipping that’s been hard to deal with- I don’t need these items fast, but I do need the correct date/time from FedEx.

I agree, the FedEx delivery is the problem: you are grounded that day, because they never tell you an exact time. Makes it nearly impossible to order if you cannot work from home.

 

[GreenBagsOnly]

I agree, the FedEx delivery is the problem: you are grounded that day, because they never tell you an exact time. Makes it nearly impossible to order if you cannot work from home.

Yes. This. Multiple times FedEx promised a certain day by noon and when noon passes it updates to end of day and when that passes it goes to the next day. Grrrrrr... And my location doesn’t have the send to the H store option for some reason.

 

[Pampelmuse]

Yes. This. Multiple times FedEx promised a certain day by noon and when noon passes it updates to end of day and when that passes it goes to the next day. Grrrrrr... And my location doesn’t have the send to the H store option for some reason.

I started using a dear friends adress for delivery. Her partner is now working at home all the time and kindly accepts my packages. Otherwise I always took the option ” collect in store”, which is very convinient. Sorry to hear, that this does not work for you.