Hermès New York City Stores

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#4,231
stephbb9 said:
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…
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I’m so sorry this happened to you. It’s a classic demonstration of how service recovery failures can compound what was an inadvertent initial mistake.

I know it’s left a bad taste in your mouth but I would personally be seeking to turn this incident to your advantage. Whatever the law and your rights, your SA is presumably in a bit of trouble for inadvertently giving you this windfall gain, and you can help. I would expect that graciously allowing the situation to be resolved in a way that solves your SA’s problem (ie pay the difference or return) should benefit your relationship and you should subtly capitalise on that. You have expressed your frustration with the outrageous corporate policy; now would be a good time to express support for the SA personally. They probably think the corporate policy is outrageous as well but can’t say so. :flowers:
 
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#4,232
Veritybelle said:
I’m so sorry this happened to you. It’s a classic demonstration of how service recovery failures can compound what was an inadvertent initial mistake.

I know it’s left a bad taste in your mouth but I would personally be seeking to turn this incident to your advantage. Whatever the law and your rights, your SA is presumably in a bit of trouble for inadvertently giving you this windfall gain, and you can help. I would expect that graciously allowing the situation to be resolved in a way that solves your SA’s problem (ie pay the difference or return) should benefit your relationship and you should subtly capitalise on that. You have expressed your frustration with the outrageous corporate policy; now would be a good time to express support for the SA personally. They probably think the corporate policy is outrageous as well but can’t say so. :flowers:
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That’s what I am trying to do.
Will update tomorrow after I return the item.
 
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#4,233
stephbb9 said:
I just spotted to the manager who was pretty short with me.
He said it’s legal “at Hermes” to get the charge you more.
Basically at H, the customer is always wrong and beyond the law.
I will just bring it back and it’s no big deal but I am disappointed by the way they handled this. The worst is being so insistent on making me pay more or getting the other piece that I don’t like as much when it’s their mistake.
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If you decide to go forward, you write to Managing Director for Madison and cc corporate to your email, I assume you spoken to a floor/dept manager. Also, there is a NE & Canada regional director/manager that always responds to issues raised to his level ;) but your SA will be sour about it and he may or may not have to pay for the difference.
 
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#4,234
So I went to return the necklace.
My SA greeted me very nicely and apologized again, we chatted a bit then when to get the assistant jewelry manager to process the refund (who I spoke to over the phone).
He tried to get me to take the other necklace instead again, which I declined again. Then he proceeded the refunded and my SA gave me some chocolates and tea.
My SA told me to come back after my vacation and that he will take care of me. Not sure what to think but at least I am going to Paris soon.
 
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#4,235
stephbb9 said:
So I went to return the necklace.
My SA greeted me very nicely and apologized again, we chatted a bit then when to get the assistant jewelry manager to process the refund (who I spoke to over the phone).
He tried to get me to take the other necklace instead again, which I declined again. Then he proceeded the refunded and my SA gave me some chocolates and tea.
My SA told me to come back after my vacation and that he will take care of me. Not sure what to think but at least I am going to Paris soon.
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I hope you have a happy update for us in a few weeks.
 
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#4,236
stephbb9 said:
So I went to return the necklace.
My SA greeted me very nicely and apologized again, we chatted a bit then when to get the assistant jewelry manager to process the refund (who I spoke to over the phone).
He tried to get me to take the other necklace instead again, which I declined again. Then he proceeded the refunded and my SA gave me some chocolates and tea.
My SA told me to come back after my vacation and that he will take care of me. Not sure what to think but at least I am going to Paris soon.
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It will work out to be a very good offer of a bag high on your wishlist I’m sure.
 
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#4,238
Just wanted to share my (unsuccessful) story as a walk in! Yesterday, as a tourist, I stopped by Madison late afternoon to pick up a scarf ring. The SA assigned to me was extremely friendly and after picking out the ring, I mentioned to him that if there’s any mini evelyne I would be interested (but I also told him I fully understand how difficult it is). He started looking in his tablet and asking me if this and that colour would work, then brought me upstairs - I was really excited. He then mentioned he has to check with the manager, and after a few min he came back apologizing saying the manager said no and the bags are on hold until July. He asked if I would be around on Monday and to check back on Monday, gave me his card and told me to text him if I decide to come back.

It was disappointing after having my hopes up, but the SA was so nice and sincere! I haven’t decided if I should try Monday because I’m heading home Monday… but I think if you’re trying for a non-quota bag like mini Evelyne, there is always a chance here just unfortunately didn’t work out for me. But good luck to everyone!
 
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#4,239
ayz75 said:
Just wanted to share my (unsuccessful) story as a walk in! Yesterday, as a tourist, I stopped by Madison late afternoon to pick up a scarf ring. The SA assigned to me was extremely friendly and after picking out the ring, I mentioned to him that if there’s any mini evelyne I would be interested (but I also told him I fully understand how difficult it is). He started looking in his tablet and asking me if this and that colour would work, then brought me upstairs - I was really excited. He then mentioned he has to check with the manager, and after a few min he came back apologizing saying the manager said no and the bags are on hold until July. He asked if I would be around on Monday and to check back on Monday, gave me his card and told me to text him if I decide to come back.

It was disappointing after having my hopes up, but the SA was so nice and sincere! I haven’t decided if I should try Monday because I’m heading home Monday… but I think if you’re trying for a non-quota bag like mini Evelyne, there is always a chance here just unfortunately didn’t work out for me. But good luck to everyone!
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Each store has sales quotas for different departments. Sounds like Madison blew theirs out and is holding everything until Monday the 1st. Common practice. If you want the mini-e, email him and tell him you’d like to come by Monday at opening before you leave to get the bag. I’m sure he can reserve it for you and it’ll be a simple transaction.

Flip side of this is small stores. If they haven’t hit their quota near the end of the month, they'll sell pretty much any bag they have to make the quota. Often happened to me. Get a text “do you want this with these specs. If so, you have to stop by and buy it today” because it was the last day of a month.
 
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#4,240
cravin said:
Each store has sales quotas for different departments. Sounds like Madison blew theirs out and is holding everything until Monday the 1st. Common practice. If you want the mini-e, email him and tell him you’d like to come by Monday at opening before you leave to get the bag. I’m sure he can reserve it for you and it’ll be a simple transaction.

Flip side of this is small stores. If they haven’t hit their quota near the end of the month, they'll sell pretty much any bag they have to make the quota. Often happened to me. Get a text “do you want this with these specs. If so, you have to stop by and buy it today” because it was the last day of a month.
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Thank you!! That’s good to hear it’s an actual reason (the SA was so nice and sincere too). I’ve just texted him and will see if he hints I should stop by Monday morning!
 
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#4,241
ayz75 said:
Thank you!! That’s good to hear it’s an actual reason (the SA was so nice and sincere too). I’ve just texted him and will see if he hints I should stop by Monday morning!
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I don’t think you should be waiting for hints. I would say “if you are able to hold the mini Evelyn in X color I would love to come in and buy it at opening on Monday.” I’d add niceties obviously but don’t beat around the bush and wait for him to hint. Just ask for what you want directly and be gracious. If there’s anything else you want I would add that to the text “if you have x and y and are able to hold that for me as well, etc. “
 
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#4,242
stephbb9 said:
I purchased a very nice silver jewelry necklace in NYC last week.
I guess it was a slightly different version than I had seen before. I inquired about the original version and my SA said it was sold out then checked and found that one. He gave me the price and I loved it more than the original I had seen. It costs about $3700.
Today he sends me a text that he gave me the wrong price and it’s over $5000…
He said that I can pay the discount or return it.
I know that the law is usually in the customer’s favor and they should honor the price. He asked his manager and it was a no apparently because it’s his mistake?!
I am pretty upset but I refuse to pay more for it (I said it nicely) especially for silver.
He said that he would get me the original necklace instead and I can try it or process the return.
I already know that I don’t like the original design as much.
Has anyone have a similar problem in NYC?
Thanks for your input!
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On Reddit today … :(
 

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