Hermès New York City Stores

[bedhead]

Visited Madison today for the first time and walked out very disappointed with the service. I planned my trip to NYC months ago and was so excited to check out the store. I entered a totally empty leather department and not one SA asked me if I needed help. After multiple laps around the floor I finally stopped to ask if someone could help me. I was directed to an SA and asked her if they had a Kelly pochette or Constance in stock; I received a pretty shocking answer - "No, we don't sell those here." To be honest I was very taken aback by this answer. I am no idiot, and if she had looked up my account she would have seen I am not new to the Hermes world. I realize these are hard to get bags and I had no expectation of walking out with one. I simply wanted to try my luck and explore what I thought was going to be a fantastic store. I would have much preferred honesty over an overt and insulting lie. Sorry to vent here ladies. I know many of you have had great experiences here, but I was very disappointed and do not plan on returning.

Sorry this happened. I have found that Mondays at Madison can be a little hit or miss with customer service. The more experienced and knowledgable SAs usually are not there on Mondays and I've definitely been ignored there in the past.

Agreed with Graw that you should try Wall Street tomorrow - ask for Dwaine. He is the sweetest.

 

[gymangel812]

Visited Madison today for the first time and walked out very disappointed with the service. I planned my trip to NYC months ago and was so excited to check out the store. I entered a totally empty leather department and not one SA asked me if I needed help. After multiple laps around the floor I finally stopped to ask if someone could help me. I was directed to an SA and asked her if they had a Kelly pochette or Constance in stock; I received a pretty shocking answer - "No, we don't sell those here." To be honest I was very taken aback by this answer. I am no idiot, and if she had looked up my account she would have seen I am not new to the Hermes world. I realize these are hard to get bags and I had no expectation of walking out with one. I simply wanted to try my luck and explore what I thought was going to be a fantastic store. I would have much preferred honesty over an overt and insulting lie. Sorry to vent here ladies. I know many of you have had great experiences here, but I was very disappointed and do not plan on returning.

i had a very similar experience there too, it sucks I usually get ignored at stores (even when carrying H stuff) but they were rather rude. wall st is much nicer usually but worse inventory, they require you spend before showing you anything. i had to be "approved" to buy a birkin, how much $$ i had spent was what would approve me and the SA tried to get me to buy RTW when i bought the birkin.

 

[xiaoxiao]

Sorry this happened. I have found that Mondays at Madison can be a little hit or miss with customer service. The more experienced and knowledgable SAs usually are not there on Mondays and I've definitely been ignored there in the past.



Agreed with Graw that you should try Wall Street tomorrow - ask for Dwaine. He is the sweetest.

I totally agree too! Lots of experienced sales got Monday off so they have 2 days off days (Sunday and Monday) so mostly, unfortunately, the newer sales are stuck with Monday's.

OP: If you want to work with an experienced sales in Madison PM me. Mine is so so so so nice and she's been with Hermes for a long time (also worked for Hermes in another country). [emoji106]

 

[GimmieHermes]

Visited Madison today for the first time and walked out very disappointed with the service. I planned my trip to NYC months ago and was so excited to check out the store. I entered a totally empty leather department and not one SA asked me if I needed help. After multiple laps around the floor I finally stopped to ask if someone could help me. I was directed to an SA and asked her if they had a Kelly pochette or Constance in stock; I received a pretty shocking answer - "No, we don't sell those here." To be honest I was very taken aback by this answer. I am no idiot, and if she had looked up my account she would have seen I am not new to the Hermes world. I realize these are hard to get bags and I had no expectation of walking out with one. I simply wanted to try my luck and explore what I thought was going to be a fantastic store. I would have much preferred honesty over an overt and insulting lie. Sorry to vent here ladies. I know many of you have had great experiences here, but I was very disappointed and do not plan on returning.

Aw.. I'm sorry you had such a bad experience. Its hit or miss there. It's really such a shame their customer service can be so varied..

 

[argcdg]

I wish I could say I'm surprised. I was treated like that several times when I first started shopping at the Madison store a few years ago. But then I found an SA in bags whom I liked, and then I developed a relationship with an SA in scarves . . . it just takes time. Unfortunate that a lot of the SAs (especially the less experienced ones) are unfriendly to people they don't recognize, though. It's also odd, given that it's impossible for them to know if the "newcomer" is actually a loyal H customer from another city!

 

[Israeli_Flava]

Madison is a cold cold boutique IMO. I've chatted with a few SAs in a few departments who were nice but it's like ICE trying to talk to anyone in leather. Even the other customers are ICY. Too serious like they're famous and hiding out from the paparazi outside. Gimme a break. hahhahaha When I go to NYC, I go to Madison with absolutely NO expectations on buying anything. I go there to make lists of things I see that I have never seen at other boutiques and email my SA the list to actually buy from her hahahahah

Wall Street is a totally diff vibe. Love it! The SAs are WONDERFUL.

 

[Israeli_Flava]

i had a very similar experience there too, it sucks I usually get ignored at stores (even when carrying H stuff) but they were rather rude. wall st is much nicer usually but worse inventory, they require you spend before showing you anything. i had to be "approved" to buy a birkin, how much $$ i had spent was what would approve me and the SA tried to get me to buy RTW when i bought the birkin.

Well if that's a bad experience... I'll take two!!! You got a Birkin

 

[Pirula]

When I got my beautiful scarves on Christmas Day, my DS told me that he and my DH actually went to the Wall Street boutique to get them. This is a big deal, you know they're not the biggest shoppers in the world. I mean, they'll shop, but only when absolutely necessary.

My DS told me how "nice" the boutique was and how very friendly every one was. They didn't have one particular design they wanted in stock and the SA offered to have it sent to our home address and arranged for it to arrive when I wasn't home. How? No idea, but she did it. DS said he also fell in love with a cashmere sweater while he was there and they let him try it on. He's 15! And he'd wandered off on his own in the store while DH was paying.

I've not been yet. But that's the one I'll go to when next in NYC for sure.

 

[gymangel812]

Well if that's a bad experience... I'll take two!!! You got a Birkin

no i got the birkin at wall street after spending lots of money. i just encountered rude SAs at madison and bought nothing. sorry just re-read my post and worded it wrong.

 

[Mindi B]

Yup, Wall Street is great. It's been yonks since I've been there, but they are very pleasant to work with. Madison is totally hit and miss, and the "misses" can be painfully rude.

 

[werner]

Yup, Wall Street is great. It's been yonks since I've been there, but they are very pleasant to work with. Madison is totally hit and miss, and the "misses" can be painfully rude.

Love Wall St. My go to boutique when in NYC. Wouldn't step a toe into Madison - the most unfriendly boutique on the planet. Short Hills is equally gracious.

 

[lulilu]

i had a very similar experience there too, it sucks I usually get ignored at stores (even when carrying H stuff) but they were rather rude. wall st is much nicer usually but worse inventory, they require you spend before showing you anything. i had to be "approved" to buy a birkin, how much $$ i had spent was what would approve me and the SA tried to get me to buy RTW when i bought the birkin.

I would be shocked if any customer at any US store was allowed to buy a birkin without the approval of the store manager/director. That is part of his or her job. And I see no problem in wanting to sell HTF items to good customers. It would be a fairy tale to believe that SAs in any store -- NM, Barney's, Saks, etc. -- don't try to give their good customers an opportunity to buy new or HTF stuff when it comes in. (I guess you can tell I am a WS customer; I have been since it opened.)

 

[Israeli_Flava]

no i got the birkin at wall street after spending lots of money. i just encountered rude SAs at madison and bought nothing. sorry just re-read my post and worded it wrong.

Oh ok that makes sense!!!! Wall Street will always get my business when I'm NYC.... so I understand that!!!

 

[Israeli_Flava]

When I got my beautiful scarves on Christmas Day, my DS told me that he and my DH actually went to the Wall Street boutique to get them. This is a big deal, you know they're not the biggest shoppers in the world. I mean, they'll shop, but only when absolutely necessary.

My DS told me how "nice" the boutique was and how very friendly every one was. They didn't have one particular design they wanted in stock and the SA offered to have it sent to our home address and arranged for it to arrive when I wasn't home. How? No idea, but she did it. DS said he also fell in love with a cashmere sweater while he was there and they let him try it on. He's 15! And he'd wandered off on his own in the store while DH was paying.

I've not been yet. But that's the one I'll go to when next in NYC for sure.

Wow that's awesome service!!! Not surprised they were treated well there bc the SAs are very friendly and helpful. I will say that as bad as the service can be at Madison.... it's NOT bad in the scarf section at all. And if you really are looking for something in particular you can ask and they will help can you...eventually. It's the leather section that will leave you wondering if you have turned into the Invisible Woman. Also, Madison is a show.... u NEED to go see the SHOW It's massive in comparison to other US boutiques and 4 floors of jaw-dropping goodies... I seriously go to make a list, ohhh-n-awwww, see things IRL that I saw here, take some pics and send it all to my SA to find for me

 

[mrsmes]

Thank you all for your very kind replies. Back on the West Coast now and visited my local store to see my regular SA. Next time I am in NYC I will for sure check out the Wall Street boutique! Sorry to have vented on this thread - I sometimes need a little reminder not to take these things personally. Not worth being upset over things like this. All the best to you all for a great year....and lots of H goodies!!