Hermès Palo Alto

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#409

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#411
Mermaidally said:
Is there an SA you recommend at the Palo Alto location? I have heard mixed experiences and has deterred me from stepping into an Hermes Boutique. Well, I am over it as I am big fan of their silks and would love to start collecting them. Any advice for a newbie?
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I just currently worked with Susanne who got out of her way to find me the Twilly I was searching for. She is amazing.
 
#417
Subpar experience at the new Stanford Shopping Center location today. I had a nice chat with the security agent as I was browsing scarves on display, and asked about a shawl I was interested in that has sold out online. He asked me to wait for assistance. There were 3 SAs, one tied up with a family buying lots of purses and wallets and understandably needing a lot of help making choices. The other two were busy as well. Two customers who came in after me with belt repair requests were helped. I waited an additional 20 minutes as all 3 SAs were occupied, browsed scarves on display again, and then had to leave for a phone appointment. I let the security agent know I had to go. I was disappointed there was no indication as to the process of getting assistance. I'm fine with repeat customers or those with repairs getting help first, but I would have liked to know. I hope this site gets additional staffing, or else walk-in customers are going to have a mixed experience.

Time to try SF, as it's right in my backyard!
 
#418
GoStanford said:
Subpar experience at the new Stanford Shopping Center location today. I had a nice chat with the security agent as I was browsing scarves on display, and asked about a shawl I was interested in that has sold out online. He asked me to wait for assistance. There were 3 SAs, one tied up with a family buying lots of purses and wallets and understandably needing a lot of help making choices. The other two were busy as well. Two customers who came in after me with belt repair requests were helped. I waited an additional 20 minutes as all 3 SAs were occupied, browsed scarves on display again, and then had to leave for a phone appointment. I let the security agent know I had to go. I was disappointed there was no indication as to the process of getting assistance. I'm fine with repeat customers or those with repairs getting help first, but I would have liked to know. I hope this site gets additional staffing, or else walk-in customers are going to have a mixed experience.

Time to try SF, as it's right in my backyard!
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I wouldn’t give up on Stanford just yet. My first 20-30 minutes at this location were in line with your subpar experience. I went for the first time in July on a late Monday afternoon. There were a few people already browsing and 3 SAs helping other clients. After being asked if I needed help by someone I believed to be security, I was rather cooly directed toward leathers. I browsed like the other good people but was generally ignored. I browsed some more (at this point my sister and nephew walked out because they lost patience) and was about to walk out too. But I convinced myself to just hang on for another 5 minutes and sat down. Almost immediately, an SA (Aly- and she’s great) came up to me and thanked me for waiting and offered a beverage. She apologized for the wait and said she’d be available right after she finished with her other client. Long story short, she took her time in showing me the bags I wanted to see and apologized for the lack of silks available. We had a great conversation about all things H. Never once did I feel pressured to buy or rushed so she could claim her next client. I walked out with another Evie, a smile, and a new west coast SA.
 
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#420
GoStanford said:
I got a helpful response back from Hermes customer service after filling out their form about my in-store experience. They said they would pass along my feedback to the Palo Alto store managing director and regional manager. I'm glad they read their customer feedback and are responsive. I hope to try again there in the future.
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I hope they take feedback seriously and make changes. I've had the same experience as you multiple times since it's opening. I've had to wait 20-30 mins for help even at non busy times. I hope it's just a staffing issue since the location is new.
 
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