so helpful! I am gathering you have made SF your home store? Any recommendations for an SA, please DM me, I appreciate it
Hermès Palo Alto
- Thread starter MSimis
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They do take walk-ins to their best ability. Talk to the security and she'll suggest the best time for your visit. The door sign stated Thursday thru Saturday are apps-only but they may accommodate some quick visits late in the afternoon.I live in walking distance of the PA store but generally shop at SF...I was just curious because sometimes if I'm out for a walk it's fun to walk through the PA store. If I'm going to make an appointment, I'm a dedicated to spending during my appointment and wouldn't want to waste their appointment time with my sight seeing.
They have a new SA (still training I think?) and it is likely that once she starts full-time she will have some time with new clients.
I cannot believe I registered this forum just to share and ware everyone my horrible experience with Palo Alto store, especially a SA named x. My very first Hermes bag was what she sold me on 5th Feb 2021, a roulis 23 in blue, and I only later found out this is a second hand bag , or stamp c 2018 bag at best! -- it does not have the normal cloth protecting the hardware which I later know most of hermes bag has, and when i opened it after back from the store, there was a strange paper in box with French. Because this was my very first Hermes store, I thought those are standard. Only after I later acquired other bags and learned more about Herms that I realized sth is wrong. I then sent this bag to get appraisal in both fashionphile and TRR, each give a very low valuation, also hinted that this bag might be someone returned and resold to me. As everyone her know the Herms game is a SA relationship game, as I just began my journey with X, as angry as I was, I only gently reminded her and she denied instantly she know this bag has been sitting in PA store since 2018, and said partially of this purchase can "build my profile". I guess i am the only one in all USA Herme buyers that got sold a 4 year old bag? If anyone else has similar experience pls let me know! Ok even if I can tolerate this, things later on just eventually triggered me, although I wanted a B or K25, X strongly advised me don't even think about it in PA store, so I compromised my wishlist as B30 and K28, on top of that i need more urgently a lindy26 grey. After the roulis 23 incident, I was hoping she can at least offer me a lindy ( let alone BKC), but nope. I have asked her at least a dozen times for 4 months but totally ignored, but I can see other popular Hermes social media at least 10 lindy26 was offered during this 4months. Last but not least, she once over charged me by mistake, after I found out by myself and politely pointed out to her, she simply said " i will correct that" "you will have to bring it back to rescan"-- as if I was the one caused the trouble. Above incidents, individually, I may tolerate, but all combined together, I just feel so bullied. So far I have spent over 23K with her, I definitely don't intended to spent 23K for distress and be treated as a fool. So just share my experience here to prevent more people have same experience. I also heard she will be transferred to Dallas Hermes so you may spread the words to your Dallas friends to avoid her!
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also to friends that haven't open an account with PA store, by all means avoid that, I heard the link sale ratio of PA to get a BK 25 already soured to 1:4.5 or more, even SF store is a lot better. Once you opened a hermes account first at PA, it is hard for you to transfer to way more friendly stores such as Vegas , Hawaii etc. Also, with the pandemic coming to an end, I would rather spend the link sale money at PA store to buy a first class ticket to fly to Hawaii or Paris headquarter and get whatever dream bag you want!
Exactly how I feel. Especially for Paris. I know nothing is guaranteed, but it isn’t either when you spend a fortune in your home store either. So much better to spend the money on a trip to Paris and try there. Worked for me twice! Plus, it’s Paris!
UPdate: so I reached out to the palo alto managing director xx and his solution is to mail me the missing cloth of Roulis 23 bag ? Lol.
"Dear xxx,
I am sorry to hear that you have not been satisfied with your Roulis bag. All of our bags that we sell in our stores are brand new. We do not sell secondhand products. It is likely that another employee may have shown this particular bag and perhaps they discarded the felt. If you’d like an extra felt please let us know and we can mail one to you. I would just need your mailing address.
Since the demand for Birkin, Kelly & Constance bags greatly outweighs the supply, our company has created a wish list for tracking client requests. This platform gives us a way of logging client wishes that are centralized and recorded within the client profile so that we can hopefully fulfill the wish at a future date. This is the procedure that we follow for all client requests.
Our stock levels for other products, such as Lindy 26, varies daily. If you’d like to schedule an appointment to work with another sales specialist please let me know and I would be glad to have one of our sales team reach out to you to arrange your visit. This would be the best way to keep you informed if we receive a Lindy 26 that matches your preferences.
We look forward to hearing from you.
Kind Regards,
xxx DO NOT POST PERSONAL INFO OF OTHERS PLEASE
"Dear xxx,
I am sorry to hear that you have not been satisfied with your Roulis bag. All of our bags that we sell in our stores are brand new. We do not sell secondhand products. It is likely that another employee may have shown this particular bag and perhaps they discarded the felt. If you’d like an extra felt please let us know and we can mail one to you. I would just need your mailing address.
Since the demand for Birkin, Kelly & Constance bags greatly outweighs the supply, our company has created a wish list for tracking client requests. This platform gives us a way of logging client wishes that are centralized and recorded within the client profile so that we can hopefully fulfill the wish at a future date. This is the procedure that we follow for all client requests.
Our stock levels for other products, such as Lindy 26, varies daily. If you’d like to schedule an appointment to work with another sales specialist please let me know and I would be glad to have one of our sales team reach out to you to arrange your visit. This would be the best way to keep you informed if we receive a Lindy 26 that matches your preferences.
We look forward to hearing from you.
Kind Regards,
xxx DO NOT POST PERSONAL INFO OF OTHERS PLEASE
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So sorry this happened to you, I know how frustrating it can be. I wish I knew how to pm you on here.
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I think i just figured out how to PM, just pMed you!
Oh my.. I’m very sorry to hear of what happened to you in this store. I heard so many bad stories about this store and it’s making me sad 
Hermes is supposed to be a brand where we all can find happiness in. We spend so much and we don’t deserved to be treated that way. I hope you can get a better journey with someone else or somewhere else.. sending you good vibes!!!!
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Hermes is supposed to be a brand where we all can find happiness in. We spend so much and we don’t deserved to be treated that way. I hope you can get a better journey with someone else or somewhere else.. sending you good vibes!!!!
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thank you dear, glad that pandemic is over and we don't have to stuck in bay area. Highly recommend Hawaii!Oh my.. I’m very to hear of what happened to you in this store. I heard so many bad stories about this store and it’s making me sad
Hermes is supposed to be a brand where we all can find happiness in. We spend so much and we don’t deserved to be treated that way. I hope you can get a better journey with someone else or somewhere else.. sending you good vibes!!!!
@PAhermesisbully my Rose Azalee Toolbox 20 that I purchased from the SF store in March 2020 had a C (2018) date stamp. It means nothing, and no it's not four years old, it was made in 2018 (which could have been December 2018 for all we know), so at most it's about 3 years old. I know from Instagram photos that my bag was sitting on display in the store for almost a year before I purchased it. It doesn't mean it's not new, it was just waiting to be purchased by someone who loves it. This is common with Hermes items, especially those models that aren't flying off the shelves. The Roulis has only become VERY popular in the last year or so, so I'm not surprised it was sitting a bit. As for the missing felt -- this is common and I've been shown plenty of bags that no longer have their felt (likely a previous SA forgot to put it back after showing the bag to someone). And as far as the paper inside...who knows, maybe it was reserved in France at one point for another customer that didn't take it before being transferred to the US on the request of another customer (who also didn't take it)? There's any number of very logical reasons for this small thing. I might have personally taken the paper back to the store at my next visit and given it to the SA and said something like, "Hey I found this inside my box for my new Roulis, it looks like it shouldn't have been there so I thought I'd return it." It'd be a touch embarrassing for them and give them a mental note to check things a little more thoroughly 
While I can see your frustration, at least the store staff were straightforward with you rather than stringing you along. I'd much rather an SA tell me that my chances of a particular bag are slim due to the demand than string me along making me think one might appear any moment to get me to buy more items. And the store manager gave probably the most open and clear answer around Hermes quota bag management that I've ever seen...and I've never seen something like that in writing.
I'd maybe take a few days to reflect on this and maybe consider a few things...
First you didn't say anything was actually wrong with your bag. How's the condition? Other than the date being not what you expected, the felt missing, and a strange paper inside the box, is your Roulis as you'd expect a brand new Roulis to look? If the store sent you new felt, would you be happier? We complained about missing felt once and the store never offered to send us a replacement...I thought that was pretty cool of the PA store manager to offer to you.
Second, the store staff, while not giving you exactly what you wanted, when you wanted it, seemed to be very honest with you and upfront about your expectations around a Kelly 25. That's much more than most people get on this forum. Sure maybe their style wasn't quite warm, but nobody was taking you for a ride.
And finally, if you're having feelings of being "triggered" around a bag and find your needs around a specific Lindy to be "urgent," maybe Hermes isn't the place for you to shop? Theirs is a slow-moving world, and everyone knows they simply don't respond to immediate wants, so urgent just doesn't register with them.
While I can see your frustration, at least the store staff were straightforward with you rather than stringing you along. I'd much rather an SA tell me that my chances of a particular bag are slim due to the demand than string me along making me think one might appear any moment to get me to buy more items. And the store manager gave probably the most open and clear answer around Hermes quota bag management that I've ever seen...and I've never seen something like that in writing.
I'd maybe take a few days to reflect on this and maybe consider a few things...
First you didn't say anything was actually wrong with your bag. How's the condition? Other than the date being not what you expected, the felt missing, and a strange paper inside the box, is your Roulis as you'd expect a brand new Roulis to look? If the store sent you new felt, would you be happier? We complained about missing felt once and the store never offered to send us a replacement...I thought that was pretty cool of the PA store manager to offer to you.
Second, the store staff, while not giving you exactly what you wanted, when you wanted it, seemed to be very honest with you and upfront about your expectations around a Kelly 25. That's much more than most people get on this forum. Sure maybe their style wasn't quite warm, but nobody was taking you for a ride.
And finally, if you're having feelings of being "triggered" around a bag and find your needs around a specific Lindy to be "urgent," maybe Hermes isn't the place for you to shop? Theirs is a slow-moving world, and everyone knows they simply don't respond to immediate wants, so urgent just doesn't register with them.
Sorry in my opinion Hermes is for everyone who can afford it. Urgent or not urgent, it should not define if Hermes is for you or not ❤️
First, I highly doubt a Hermes store will sell a used bag to customers. The bag could be made in 2018, and certain colors might only be produced during that time frame. Customers looking for a particular color/style will happily accept a bag with an older stamp. If Z stamp is so very important, you could have returned the bag and asked for a different one. It would not hurt your relationship with SA but only helps them to know your preference better. Unfortunately due to recent trends, larger sizes tend to have lower resale value.
Second, a lindy 26 in a popular color combo is almost guaranteed a long wait. Some people may get lucky to be offered one during their visit, mostly because the bag just arrived at the store. My understanding is that most long term customers with strong history still have to wait for a combo they like. And for me, it was perhaps slightly longer than 6 months in 2020.
Third, BKCs are hard this year. Many people have not received what they asked for. Take a trip to Hawaii and you will have a better chance scoring one.
Second, a lindy 26 in a popular color combo is almost guaranteed a long wait. Some people may get lucky to be offered one during their visit, mostly because the bag just arrived at the store. My understanding is that most long term customers with strong history still have to wait for a combo they like. And for me, it was perhaps slightly longer than 6 months in 2020.
Third, BKCs are hard this year. Many people have not received what they asked for. Take a trip to Hawaii and you will have a better chance scoring one.
I'm sorry to hear about the confusion and frustration with the Palo Alto store. If I were you, and if you still prefer to stay with the PA store, I would recommend that you speak with the store manager to refer you to another SA. Having a good SA is the true key to success, meaning acquiring something that you want, or ultimately scoring a B/K/C in the end.