I see. Well, anything to cut down on new-stock reseller trade can only be a good thing IMO
Hermès Exchange and Return Policy
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I see. Well, anything to cut down on new-stock reseller trade can only be a good thing IMO
They didn't say I couldn't exchange for a say a belt and coin purse or put it towards a bag that they had in stock. What they said was I couldn't exchange it for a store credit and use towards my BBK which is due in. I bought some shoes a few months ago and returned them as my Husband thought they were vile. In that instance they happily gave me a credit note. They refused to do this with the cashmere scarf.
I have to say that I am really unimpressed with their customer service. I phoned to ask about the return and the SM said yes. The next day the assistant SM phoned to say they would only do this if I had a receipt. I felt like a criminal not someone who adores this brand and has spent thousands of pounds with them over the last 8 years.
If this has been discussed elsewhere or this news is old (and I just never noticed) then please close/move this thread
I saw a notice written on the front desk today
Paraphrasing, but something like
'New policy. Exchange only with original receipt, and only for 3 months'
I always thought H was a safe bet for gifts, as the gift-receiver could always exchange Worldwide so long as the item was unused and boxed even without a receipt (this was my understanding).
Does this mean when I buy H as gift I have to include the original receipt (seems so coarse)? I am just about to buy a new-birth gift (which I think are always difficult anyway) I don't like the idea of shoving a till receipt in with a beautifully presented boxed gift but nor do I want the new mother/father not to be able to exchange for something they might want all the more.
Also, I guess this means scarves have to be exchanged within the same season now (not that I have had to - yet)
Yes I saw this a few weeks back. And I had to take a scarf back for exchange last week and I happened to had forgotten to bring the receipt. My SA had to call the SM to authorised it. But I will make sure I have the receipt with me next time in case anything. I'd imagine they will now give out gift receipt. I hope this change is to deter resellers!
I am awful at keeping my receipts for anything but I shall have to start being more careful, I don't think I ever returned anything bought in store but as you say 'just in case'.
Isn't it just the way, we normal shoppers have suffered with limited stock because of resellers in the past and now we have had our 'privileges' curtailed because of resellers profiteering practices too. I really hope these new measures help too though
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I am awful at keeping my receipts for anything but I shall have to start being more careful, I don't think I ever returned anything bought in store but as you say 'just in case'.
Isn't it just the way, we normal shoppers have suffered with limited stock because of resellers in the past and now we have had our 'privileges' curtailed because of resellers profiteering practices too. I really hope these new measures help too though
Just want to clarify. I think previously, you may return for a full refund within 14 days with receipt. I have returned something once, a long time ago. With the new policy, I don't think refund is even possible any more. it's exchange only within 3 months, with receipt. Without receipt, you can't do anything.
Yep, our shopping T&C seems to be sacrificing quickly for the sake of resellers.
Any items that a customer wish to return or exchange will be thoroughly inspected by the SA and/or by a senior SA or assistant manager. The granting of the return and exchange is entirely at store's discretion.
That's what I thought, exchange only from now on.I don't think it effects on-line purchases because of the law. I'll have to check it out.
I don't think it effects on-line purchases because of the law. I'll have to check it out.
I think so too. For on-line purchases, they are bound by the long distance selling regulations in the U.K. (and the E.U.?)
I'm not sure how it's like in other cities/countries, but I just wanna share my experience. I recently bought something for my boyfriend in Hermes Chicago. The SA didn't give me a gift receipt (just the original receipt with the price listed), even though he knew I intended to give it as a gift. He told me that my boyfriend has 10 days to change his mind and exchange the item. I think that applies in every city in the US?
Also, another "policy change." Can't inquire in-store items over the phone.
I spotted a Blue Thalassa Lindy in size 30 the other day, but I didn't get it on the day I saw it. Just 2 days later, I decided I wanted to get it, so I called in the store and asked for my SA because another SA picked up the call. The other SA said that my SA wasn't available to talk at the moment, so I asked him whether the Lindy was still available. He said they are not able to discuss about it on the phone. Taken aback, I hung up and went to the store (arrived ~30 minutes after the call). The Lindy had just been sold 20 minutes ago!
I met my SA and told him the story about the call, and he said that it was a new policy they are not able to discuss about those kinds of things over the phone.
I spotted a Blue Thalassa Lindy in size 30 the other day, but I didn't get it on the day I saw it. Just 2 days later, I decided I wanted to get it, so I called in the store and asked for my SA because another SA picked up the call. The other SA said that my SA wasn't available to talk at the moment, so I asked him whether the Lindy was still available. He said they are not able to discuss about it on the phone. Taken aback, I hung up and went to the store (arrived ~30 minutes after the call). The Lindy had just been sold 20 minutes ago!
I met my SA and told him the story about the call, and he said that it was a new policy they are not able to discuss about those kinds of things over the phone.Also, another "policy change." Can't inquire in-store items over the phone.
I spotted a Blue Thalassa Lindy in size 30 the other day, but I didn't get it on the day I saw it. Just 2 days later, I decided I wanted to get it, so I called in the store and asked for my SA because another SA picked up the call. The other SA said that my SA wasn't available to talk at the moment, so I asked him whether the Lindy was still available. He said they are not able to discuss about it on the phone. Taken aback, I hung up and went to the store (arrived ~30 minutes after the call). The Lindy had just been sold 20 minutes ago!
This policy is almost a year old:
http://forum.purseblog.com/hermes-shopping/new-policy-at-hermes-on-phone-orders-718621.html
