Hermès New York City Stores

[addiCCted]

Well we shall see when I return the necklace but I am not holding my breath

Yea sleep on it for a few days. I’m seething just bc it just happened. But maybe after a few more days and it wouldn’t be a big deal and calmer heads will prevail.


On the other hand if you shop at fsh maybe just get your bags there and shop for other things at the other local stores?

So your sa and you have a pretty long relationship. So what did he say really happened or what would happen if you don’t return it.

 

[texas87]

Thank you all!
Well we shall see when I return the necklace but I am not holding my breath. Madison has always been an « arrogant store » to me. My SA came from Meatpacking and I switched back to that store with him.
I do like him at least.
Anyhow, I will be in Paris in a couple of weeks where I have an appointment with my amazing SA at FSH. It’s always so much more pleasant there.

So sorry again that this happened. Glad to hear you have a great SA at FSH. I would foster that relationship if you have the means to go to Paris often-ish.

 

[880]

Yes, I believe it is not legal. That’s what I told him…
I asked to speak to the manager.

the issue is not the 1300 USD difference, which honestly, in the Hermes world, is not all that much. It is the rudeness; lack of grace; arrogance; and the SM’s erroneous understanding of applicable law.

I will not shop where I am treated poorly. So, I would probably inform the SA and the SM in writing that I will be sending a letter to the corporate office outlining the poor way this was handled. I find it both therapeutic and helpful to write out the issues.

I would also return the piece, bc I wouldn’t wear it after all of this drama and aggravation they put you through.

FYI, another premier brand made a number of incredibly awful bespoke tailoring mistakes and compounded them with poor judgment and accounting errors which is why DH and I no longer shop there. At that time, he was one of the brand’s largest menwear clients. We still get asked to come back. But, lesson learned. No boutique is worth all that.

ETA: the SA always takes the blame which is why, if you choose to write a letter, you can clarify the situation. Since you do seem fond of him, perhaps give him a heads up and chance to discuss prior to sending. The sad thing is, if the SM had been apologetic and polite in the first place, this might have ended very differently

 

[stephbb9]

Yea sleep on it for a few days. I’m seething just bc it just happened. But maybe after a few more days and it wouldn’t be a big deal and calmer heads will prevail.


On the other hand if you shop at fsh maybe just get your bags there and shop for other things at the other local stores?

So your sa and you have a pretty long relationship. So what did he say really happened or what would happen if you don’t return it.

My SA did say that he made a mistake.
I am ok returning it because mostly I feel bad for him and I just want to move on.
I get bags at FSH so it’s not about the bags but about how Madison handles things…

 

[OnlyModa]

It is 100 % illegal for them to take it out of the paycheck of the sales person. They will not do it, they do not even have an accounting way of doing it.

I am appalled that they are being so petty. $1300 for H Madison? I am sure they take damaged merchandise back other time, break things themselves etc

I recall someone posting on youtube how they were asked to come back and pay more in Canada. They were really upset, SM got involved and they ended up getting an SO with little pre-spend.

How deep are you into a relationship with that sales person? If this is someone who do not want to leave for some major reason, I guess return it. If you do that, I would recommend passively aggressively sending them a link to the law and ask when they would like you to come in. Of course I would wear it every day until then. Maybe let my dog nibble. Do you know anyone with a baby? Silver is soothing to baby teeth. 😜

Since you are not worried about bags, I would say change stores now whether you keep the necklace or not. Nothing is going to follow you, the new SA will want your business and if they get a whiff of what happen, they can be extra careful ringing you up.

If you decide to keep it, do not even answer their calls or ask them if they would like information for your family attorney.

And I love the @880 advice of sending a very polite letter to corporate.

I would have been so fuming, I don't think I would have been able to look at anything H again.

Wow, just wow

 

[etoile de mer]

@stephbb9, so very sorry for this unnecessary drama. So nice of you to be thinking of your SA in all this. I'm just shocked at how poorly this was handled. In my opinion, the store management should now be concerned about how this affects your desire to shop there going forward. But, as others have said, the way they've decided to deal with this shows an unfortunate level of arrogance.

 

[addiCCted]

My SA did say that he made a mistake.
I am ok returning it because mostly I feel bad for him and I just want to move on.
I get bags at FSH so it’s not about the bags but about how Madison handles things…

I can understand. I would return as well just as a favor to my SA. So he still works at Madison or he has since moved back to meatpacking? I must have misread, but I thought you said you went back to meatpacking with him?

 

[etoile de mer]

i would never enjoy shopping with that store again.

I guess it’s not a big deal. But just the arrogance. The total disregard for the customer and what’s right. Total lack of grace.

The whole thing just feels tacky and parsimonious for representatives of a luxury brand to behave this way.

1000%. Unfortunately the “incident” would likely follow the customer from store to store. They all talk.

You are very likely right. This is part of what is so wrong with the current shopping culture at Hermes. An error is made by the SA, and then somehow the customer (with no wrong doing on their part) becomes the problem.

 

[textilegirl]

Sage advice here to take a minute to consider where you really want to shop given the appalling approach taken by the SM. If you find it easy and pleasant to shop at FSH, as the mothership they’re most likely to have anything you might be interested in, and perhaps even more treats not available elsewhere.

I completely agree with @880’s suggestion that a written description of the way you were treated is appropriate; it’s an excellent idea. What happened was simply wrong, and if it makes the SM uncomfortable to be called to account for their behavior that is as it should be. Yes, the bridge might be a little crispy but you have other options.

ETA: this is making me angry; it was a mistake, these things happen and there are a zillion better ways to have handled this but the SM chose to be unpleasant and arrogant. The SM deserves to be called out on that.

 

[880]

Look, if the SA contacted me and said, I am so sorry, I made a terrible error and undercharged by 1300 USD, I might have just said fine, no problem. Charge the difference.

It’s all the other drama that makes me want to report unprofessional client service. If an employee of a premier luxury big brand went so far as to be rude and argumentative or shame me
into feeling I was at fault, and they say they do not care about applicable law, I do think corporate should know about it. (By putting corporate on notice, I mean, in writing)

And, I would have no issue stating that politely in a conversation with the SM of the store present, not just the jewelry SM or SA.

 

[textilegirl]

Look, if the SA contacted me and said, I am so sorry, I made a terrible error and undercharged by 1300 USD, I might have just said fine, no problem. Charge the difference.

It’s all the other drama that makes me want to report unprofessional client service. If an employee of a premier luxury big brand went so far as to be rude and argumentative or shame me
into feeling I was at fault, and they say they do not care about applicable law, I do think corporate should know about it. (By putting corporate on notice, I mean, in writing)

And, I would have no issue stating that politely in a conversation with the SM of the store present, not just the jewelry SM or SA.

This. 💯

 

[stephbb9]

Look, if the SA contacted me and said, I am so sorry, I made a terrible error and undercharged by 1300 USD, I might have just said fine, no problem. Charge the difference.

It’s all the other drama that makes me want to report unprofessional client service. If an employee of a premier luxury big brand went so far as to be rude and argumentative or shame me
into feeling I was at fault, and they say they do not care about applicable law, I do think corporate should know about it. (By putting corporate on notice, I mean, in writing)

And, I would have no issue stating that politely in a conversation with the SM of the store present, not just the jewelry SM or SA.

I texted my SA telling him how I felt and saying that hopefully some kind of gesture would be made to have me continue shopping at the store.
Otherwise I am not sure if I want to escalate this further. It’s already upsetting enough. We shall see when I bring back the necklace.
But I guess that if I decide to stop shopping there, I could take it to a higher SM…

 

[smallbeast217]

I texted my SA telling him how I felt and saying that hopefully some kind of gesture would be made to have me continue shopping at the store.
Otherwise I am not sure if I want to escalate this further. It’s already upsetting enough. We shall see when I bring back the necklace.
But I guess that if I decide to stop shopping there, I could take it to a higher SM…

This whole situation is appalling and they should never have even considered asking you to pay the difference. I am sure there are many nuances leading you to consider your course of action, but I would strongly consider telling them all to get lost, keeping the necklace and finding another store to shop at. They don’t deserve your business!

 

[addiCCted]

but I would strongly consider telling them all to get lost, keeping the necklace and finding another store to shop at.

I concur. The nerve.

 

[bagshopr]

Honestly, if this was Macy's, or Target, they would not dare to suggest that you pay the difference. You paid what was in their system and now you own the item. If they entered this incorrectly, it's their loss. I would not dream of paying the difference to rectify their error.
The manager just doesn't want to have to explain this loss to corporate.