Hermes Phone Orders

[chkpfbeliever]

Hermes in between a rock and a hard place on this. They cannot flood the store with product without risking quality and possibly losing that "exclusive" image they have been cultivating for decades. IMO they should have never bred this culture of building relationships with SAs which only served to have uncontrollable manipulation of the system/stock for a very small customer base. Those of us who are far from a store and lacking the means to buy more then a scarf or a clic clac per year - so that we can save for a bag!- have been locked out of the bags (and slg) market (at the actual boutiques) for a very very long time. (unless you have very very good luck!)

That being said, they allowed this culture which bred the reseller market, so now they need to figure out how to continue servicing the loyal base and they are failing miserably. It's a business, so you need change your policies and processes to continue to provide the highest quality product and most luxurious shopping experience? Go right ahead. What they seem to not realize though is that coming down like guillotine on their (should be) prized clients is punishing the wrong group.

I cannot believe the marketing and seemingly scattered nature of this shift.

Obviously they don't seem to think of the loyal client base that are mostly affected by this new policy. My take is that the resellers have an army of customers that are regulars at the stores and will continue to get what they need based on all the other stuff that they purchase. The relationship building is just their way to get people to buy stuff that H tries to branch out like RTW. RTW has not taken off due to the style and price level. People with the dough to spend with get Chanel clothes and Hermes bags. That's just the facts.

 

[chaneljewel]

This new policy makes me sad too as I don't live anywhere near my H store that I've been using for years now. My love and passion for Hermes is still here, but I'm afraid that I'll have to find a new bag love. The one bag that I've waited years to get will arrive before long, and I have no idea how I can possibly get to the store to get it when I live so far away from the store. The H execs just don't know what they've done to its loyal customers...and frankly, I don't think they care.

 

[Heatherlite]

I've found that not shopping at Hermes retail is not as hard as I thought it was going to be. I'm enjoying Ebay, Malleries, etc. much more and going back to trusted resellers, both in the US and abroad. I'm not paying exorbitant premiums - not my nature. It's turning out to be fun, actually - much more inventory, pieces that I never thought would be available.
Try it...much less stressful than frustration.

 

[chaneljewel]

I did get a gorgeous Constance from Malleries. That might be the way I have to go although I'm yearning for this to-come bag.

 

[chaneljewel]

vc&a watch anyone????

Now you have me looking

 

[toujours*chic]

Call me a pessimistic, a skeptic, or just a realist but I think we all, including Hermes SAs, SMs are making the convenient excuse of let's thwart the resellers. Let's face it, money is as money does and I truly don't think the top brass give a rat's crap where the money comes from as long as it comes in. That's basic business.

So where does all this no ship, no phone orders, no transfers, no air for you come from? Lack of supply. You can't sell what you don't have. We all know inventory sucks, has sucked, and will continue to suck. By the time the additional plants are up in running in what 2 years (nothing ever happens on time except death), how many customers be they us, resellers, or whomever else are so thoroughly cheezed off over the song and dance that changes with each passing day, week, month and year that they just say enough of this horse pile.

If we're not happy, how thrilling it must be to be a H SA. They are getting reamed from every direction and how's this helping their salary (commissions)!

My sentiments exacty and well-said. It truly is the end of an era.

 

[purseinsanity]

Call me a pessimistic, a skeptic, or just a realist but I think we all, including Hermes SAs, SMs are making the convenient excuse of let's thwart the resellers. Let's face it, money is as money does and I truly don't think the top brass give a rat's crap where the money comes from as long as it comes in. That's basic business.

So where does all this no ship, no phone orders, no transfers, no air for you come from? Lack of supply. You can't sell what you don't have. We all know inventory sucks, has sucked, and will continue to suck. By the time the additional plants are up in running in what 2 years (nothing ever happens on time except death), how many customers be they us, resellers, or whomever else are so thoroughly cheezed off over the song and dance that changes with each passing day, week, month and year that they just say enough of this horse pile.

If we're not happy, how thrilling it must be to be a H SA. They are getting reamed from every direction and how's this helping their salary (commissions)!

 

[etoupebirkin]

Call me a pessimistic, a skeptic, or just a realist but I think we all, including Hermes SAs, SMs are making the convenient excuse of let's thwart the resellers. Let's face it, money is as money does and I truly don't think the top brass give a rat's crap where the money comes from as long as it comes in. That's basic business.

So where does all this no ship, no phone orders, no transfers, no air for you come from? Lack of supply. You can't sell what you don't have. We all know inventory sucks, has sucked, and will continue to suck. By the time the additional plants are up in running in what 2 years (nothing ever happens on time except death), how many customers be they us, resellers, or whomever else are so thoroughly cheezed off over the song and dance that changes with each passing day, week, month and year that they just say enough of this horse pile.

If we're not happy, how thrilling it must be to be a H SA. They are getting reamed from every direction and how's this helping their salary (commissions)!

I think you hit the nail on the head!!!

 

[purseinsanity]

I have had a very good and longstanding relationship with Hermes U.S. for the past 15+ years. I used to live where my boutique is located, however I moved away for family and now reside in Asia. Though there are many Hermes boutiques in the country I live in now, I have always remained loyal and shopped with the "original" store in the U.S. either by phone or email. Like many members, I have spent thousands of dollars at this particular Hermes store, by no means a small sum. I have also befriended many of the SA's, especially my SA, who I feel very dear and connected to, and I have a very pleasant relationship with the SM.

Recently my SA dropped the "no phone/email order" bomb. Puzzled, I asked her why it was so sudden and she only mentioned corporate Hermes wants to "change things around...so the resellers and their network can't get to the bags so easy." My SA sighed and dropped the second bomb: "international shipping is cancelled as well....you know how there are many resellers across the globe -- all connected". Next the SM took over the phone and addressed to me they had to clear everything out in the the storage room (things that were rung up and put in the back). Not only that, they had to ship everything out within 24 hours. "Urgent memo from the CEO" she stated.

Devastated, I began to ask my SA a bunch of questions that could not be answered. What about my pending SO's? They were already submitted and accepted by Paris. How am I ever going to buy scarves, shawls, twillys, SLGs, or bags from the store when the policy effectively takes place now?! I don't know what Hermes is thinking.. but I do know they are shutting down my business in my face.

I'm in the same boat as you. I got a call from an SA today profusely apologizing and saying that they can no longer take phone orders, even for long standing customers, and they are no longer able to ship! So even if I go in and pay for a bag, they won't ship it for me! This is getting more ridiculous with every minute. I got a call from another SA saying they had to ship what they had in the back for me NOW and they will no longer be able to hold anything. They are really making everything as difficult as possible. The larger city stores will get a ton of "tourist" traffic, not necessarily the "locals" that these stores keep claiming they're trying to maintain. It's a bunch of BS. One SA went on to claim that they're doing this in order to protect their product and their customers. HTF is this protecting me exactly??? I haven't once blamed any of the SAs for this, since it's not their doing, but I wish some of them would stop trying to feed me crap. The one I spoke with today who sounded more frustrated than I am and encouraged me to complain up the ladder at least felt honest. I felt like I'd been punched in the gut when this all first started, and now I'm getting more and more annoyed. Anyone have a smilie flipping the bird? I'd like to send it to Hermes. Then again, birds might be considered "leather" and therefore not accepted via mail, even if it is email.

 

[Midge S]

. Then again, birds might be considered "leather" and therefore not accepted via mail, even if it is email.

 

[twigz]

I'm in the same boat as you. I got a call from an SA today profusely apologizing and saying that they can no longer take phone orders, even for long standing customers, and they are no longer able to ship! So even if I go in and pay for a bag, they won't ship it for me! This is getting more ridiculous with every minute. I got a call from another SA saying they had to ship what they had in the back for me NOW and they will no longer be able to hold anything. They are really making everything as difficult as possible. The larger city stores will get a ton of "tourist" traffic, not necessarily the "locals" that these stores keep claiming they're trying to maintain. It's a bunch of BS. One SA went on to claim that they're doing this in order to protect their product and their customers. HTF is this protecting me exactly??? I haven't once blamed any of the SAs for this, since it's not their doing, but I wish some of them would stop trying to feed me crap. The one I spoke with today who sounded more frustrated than I am and encouraged me to complain up the ladder at least felt honest. I felt like I'd been punched in the gut when this all first started, and now I'm getting more and more annoyed. Anyone have a smilie flipping the bird? I'd like to send it to Hermes. Then again, birds might be considered "leather" and therefore not accepted via mail, even if it is email.

It is hard to imagine how many clients are being affected by this. We, the true, loyal and local client base, are being kicked out of the system because corporate wants to eradicate the resellers. Have they ever thought because resellers are so well-connected, they'll manage to get a bag through walk-in anyway? Not to mention they have a network of folks down the line, everyone can dress up and play "tourist." My SA and the SM are both very frustrated with the situation. For my SA, it means she has to start all her sales relationship over again that she had maintained for the past 10 years. For the SM, it changes her buying decisions at the next podium (most notably ready-to-wear, the store will lose up to 40% of rtw clients from this new policy).

 

[biogcc2]

Hi. I'm thinking of calling the Hermes Store in Costa Mesa to see if they can find the Lindy 34cm in Electric Bleu for me. I'll be in CA so if they find the bag and won't ship, I can go to the store to pick up. But after the disaster with the Hermes in Virginia (where they found the bag, charged it to my card and then the bag was resold to someone else), I would appreciate if anyone on this forum can recommend the best sales associate at the Hermes in Costa Mesa, CA. Thanks!

 

[Heatherlite]

Hi. I'm thinking of calling the Hermes Store in Costa Mesa to see if they can find the Lindy 34cm in Electric Bleu for me. I'll be in CA so if they find the bag and won't ship, I can go to the store to pick up. But after the disaster with the Hermes in Virginia (where they found the bag, charged it to my card and then the bag was resold to someone else), I would appreciate if anyone on this forum can recommend the best sales associate at the Hermes in Costa Mesa, CA. Thanks!

Sad to say, but Hermes will no longer do searches for items, particularly if you call them. The only way they will do a search is if you are in the store and a particular piece that they have is not in your size or colourway.

 

[Churva]

Sad to say, but Hermes will no longer do searches for items, particularly if you call them. The only way they will do a search is if you are in the store and a particular piece that they have is not in your size or colourway.

Hmm, but how is that item supposed to arrive if transfers are not allowed?
And if they do suddenly have it while you are not in the store, how long will they be able to hold it for you? I agree with your sentiment. After much frustration and late replies of my previous queries for my Holy Grail scarfs I'm happy to check Ebay, Malleries, and other resellers whose price are reasonable.
At least, with them, I feel valued and listened to as a client.

 

[Churva]

It is hard to imagine how many clients are being affected by this. We, the true, loyal and local client base, are being kicked out of the system because corporate wants to eradicate the resellers. Have they ever thought because resellers are so well-connected, they'll manage to get a bag through walk-in anyway? Not to mention they have a network of folks down the line, everyone can dress up and play "tourist." My SA and the SM are both very frustrated with the situation. For my SA, it means she has to start all her sales relationship over again that she had maintained for the past 10 years. For the SM, it changes her buying decisions at the next podium (most notably ready-to-wear, the store will lose up to 40% of rtw clients from this new policy).

I hope Hermes knows what they're doing, for their own sake.
But I feel sad for all the loyal clients here who are feeling frustrated and "slapped" in the face bec of these new policies. I'm wondering if they
ever change policy if it has proven ineffective to their objective?
Also wondering if their objective is for us to buy fr Ebay instead since it
seems they never lack inventory.