They still will - at least one of the stores in Vegas will - I ordered a shawl on Sunday night and received it today. The only restriction provided (by that SA) was no handbags.....
Hermes Phone Orders
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They still will - at least one of the stores in Vegas will - I ordered a shawl on Sunday night and received it today. The only restriction provided (by that SA) was no handbags.....
Julide, you are a woman after my own heart! I am at my worst in stores
Exactly me too!!
Called up H FSH this morning to ask for product availability, i asked for a lyndi but the SA replied that they are not allowed to discuss it on the phone and said that the only way for me to know what are in stock is to go straight to the store. I explained to her that i am half way across the globe and to go there without any assurance is just not possible. She was nice and all but i still did not get any info from her with regards to my concern. I was actually decided on going to paris to get a purse ( lyndi ), maybe a couple of H bangles, a scarf, twilly in the hope of being offered a B or a K. But now, it seems that it's not at all a good idea to just fly there without any chance of bringing home something that i really like. I mean my plane fare alone will cost me $1500 and there is of course my hotel arrangement. So depressed! it took me a while to decide on going there and then that!
I shop regularly at two out of state stores as well as my home store located half a mile from my residence. Initially one of my out of state stores (where I have done business exclusively by phone) said they could still ship non-leather good items like scarves and shawls. A week later, my SA called back to say he could not ship ANYTHING period. This past week I visited the other out of state store (which was my locale store when I lived in that state), and purchased a few silks. Because I was on vacation, I asked my SA to ship my items to my residence (also my billing address). I was told that she could not ship ANYTHING period and that I had to buy and take purchases out the door in hand.
Now my local store says I must purchase in person, but they would ship items to another state as long as it was listed as another confirmed billing address.
I am perplexed at these nuances in application of recent policy changes. I want clarification but wonder if asking will lead only to more trouble and result in my "losing" what little benefits my local store seems to offer me at the moment.
Anyone else confused?
Now my local store says I must purchase in person, but they would ship items to another state as long as it was listed as another confirmed billing address.
I am perplexed at these nuances in application of recent policy changes. I want clarification but wonder if asking will lead only to more trouble and result in my "losing" what little benefits my local store seems to offer me at the moment.
Anyone else confused?
Very confusing. I was told shipping non-leather goods was ok..we recently moved out of state and away from my local H store, and to a place where there is no H store 
I do think, like always, that there is some discretion still going on as I was told two days ago that they can make an exception and ship my SO birkin to me to save me the trip of flying back). I think I would probably NOT push it with the store that is still willing to work with you in some way with the shipping for fear they will have to fall back on a more rigid decision-tree ...I think the company-wide policy is now "no shipping" but individual store managers - NOT SAs - have the ability to make some different decisions for certain clients.
I do think, like always, that there is some discretion still going on as I was told two days ago that they can make an exception and ship my SO birkin to me to save me the trip of flying back). I think I would probably NOT push it with the store that is still willing to work with you in some way with the shipping for fear they will have to fall back on a more rigid decision-tree ...I think the company-wide policy is now "no shipping" but individual store managers - NOT SAs - have the ability to make some different decisions for certain clients.
Very confusing. I was told shipping non-leather goods was ok..we recently moved out of state and away from my local H store, and to a place where there is no H store
I hope this is correct. I think they should consider all of us who have been faithful clients but don't live near their store or any H store. It's just 'bad' business I think to expect us to fly to get H items. I'd even be willing to pay more shipping if that's what it takes to get my items.
Hi Lala,I been told same things but after one week my sale call me she said her store can ship to my residen up to $5000 but not leather good,I shop another state.
Hi. Following up on my woeful experience w/Hermes, where they messed up and sold Lindy I had waited for 4 months and paid for already...
This wk I've received two calls from the Hermes VP of Retail for Eastern US. In the first call, she apologized for what happened and explained that the Hermes Vienna VA store is without a site manager (those of you who commented on this were right!); that if there had been one, the staff who helped me would have known how to handle this situation. She added that it wasn't an excuse, but she just wanted to make me aware of the situation at this site.
My response was "If staff need to be re-trained on standard operating procedures and company policies, that aspect should be invisible to the customer."
I expressed to this VP what bothered me most about this situation was the lack of accountability on Hermes' part; I also asked her to consider the role and responsibility of the sales associate.
Why do I have to spend so much time to look for this bag (overseas and in 3 Hermes stores in the US) and then a weekend writing a letter to complain about this situation. (I had to look up the address and names to send the letter; and believe me they weren't that easy to find!) Now she and I were both using valuable time to discuss how to
mitigate this mess; In my opinion, the Hermes SA should work harder to find me the bag. Isn't the role and responsibility of a sales associate to be customer-focused?
(I've been reading this thread about 'no phone orders'; and it makes you wonder exactly what is Hermes' policy on the SA "role and responsibilities" and customer expectations.)
Long story short-- the Hermes VP asked me what Hermes could do to repair the damage in the relationship. (At the time, I was a bit surprised that she didn't already have a proposal ready when she first called me.)
I asked that she or her staff do a worldwide search for a BE Lindy bag. If she can't find the bag, then request an Hermes to make the bag for me. For the amount of time I have waited, they could have made the bag!
Anyway, the first call came on Monday; Today (Friday) she called me back. (They seem to be taking this matter seriously! I have a friend who's French, who offered to write a letter for me in French so that I could send it to Hermes Headquarters in Paris, if I didn't get a decent response.)
This Hermes VP has located TWO Lindy bags in BLEU ELECTRIC; they're both in France and ready to be shipped. She has requested one of them for me, UNDER HER NAME.
Once it has arrived in the US, she will call me to discuss arrangement for it to be delivered directly to me. She said it would take a month or two before the bag will arrive in the US.
I thanked her for her efforts, and for following up with me. Let's see if she'll remember to get back to me in a month or two.
So, maybe if you write to her about the policy on phone orders, you'll get some answers. Be sure to include your address (email and physical) and phone #.
Will let you know if I get this bag in a month or two!
Thank you for the thorough update. I hope that your bag materializes- quite a lot of angst. I agree that the Hermes executive should have had an offer ready and not for it to be up to you to make the suggestion how to make things right. This really is customer no-service.
This new phone policy is really aimed at leather resellers. I was told it is still ok to do charge-sends on scarves and non-leather accessories. I also got the impression that other items may be brought in for a longtime local customer (ie., some leather) but it is a case by case kind of thing.
I am glad that Hermes is taking it seriously But....
Waiting one or two months for a bag that they can FedEx to the Hermes store in Vienna in a week, max. I FedExed a 12-lb package to my son in Hong Kong (from Virginia). I sent it the slowest way I could. It cost $190 to ship. It got there in less than a week and that included customs.
Hermes can afford to ship both bags to the store. Pay for any customs, too. Call you when they arrive and have you choose the which one you like. I would ask for this.
Please post pics when you get your hard won bag.
Congrats and all your efforts hopefully will paid back in a month. Why should you have to wait for a month to fly the bag in ? Fedex only takes a week at the most. Are they putting it on a boat ??? I just don't understand it as it doesn't require that much time for transportation and customs.
For the amount that we pay for these goods, the bag especially when it is made already should be at your doorsteps by next week !!!
I'm glad that she has taken it up to Paris.
The only thing that they can do is store transfer but it has to be charge sent. In the past, you can ask for store transfer of bags other than B&K to look at before making the purchase decision. Now the stores are hard to let go of items so they want to make sure that a customer will take the bag before they even know if the leather/style/color will work for them. Not that they will give you a full refund like Nordstorm but what could you do with a big store credit ?