Hermes Phone Orders

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#361
biogcc2 said:
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!
Click to expand...

Good luck! I'm sending you good vibes.:hugs:
 
#362
etoupebirkin said exactly what I thought. Two months to arrive! Are they putting it on a sea turtle and pointing it towards N.A.? To wait 2 months is not what I call the kind of customer service I expect from any high end luxury goods retailer.

That said, at least corporate called you back; they've found a resolution albeit a very slow one.
 
#363
lala28 said:
This afternoon I was told by a store at which I have always shopped that because I live in another state they can no longer assist me with ANYTHING. This store has always emailed pictures and done phone orders because most of their clients are long distance.

I responded how terrible it must be for the store to lose its primary customer base and all that revenue.
Click to expand...

This new policy is maddening as I like many other H clients shop via phone. I've shopped at one boutique and spent several thousand dollars over the past two or three years. Now I'm told if anything on my wish list comes in I must appear in person to pay for it. Not likely to happen as I would need to book a flight and spend a night in a hotel to do so. I feel badly for my SA too. I know he has many other out of state and overseas clients he'll be disappointing.
 
#364
The last few pages of this thread make me sad.....

I just called my store yesterday. My SA wasn't there,but the SM, who I know (small store) answered and we chatted about items I'm hunting. She didn't mention anything about phone orders or store transfers. I'm going by there Tuesday since I will be in the area and see what I'm told.

Does anyone know if leather includes bracelets? These are the items I buy with most frequency. If this is true, I will need to buy a jypsiere from a reseller or SO/PO since my store never orders 34s...only 28s.
 
#365
mp4 said:
The last few pages of this thread make me sad.....

I just called my store yesterday. My SA wasn't there,but the SM, who I know (small store) answered and we chatted about items I'm hunting. She didn't mention anything about phone orders or store transfers. I'm going by there Tuesday since I will be in the area and see what I'm told.

Does anyone know if leather includes bracelets? These are the items I buy with most frequency. If this is true, I will need to buy a jypsiere from a reseller or SO/PO since my store never orders 34s...only 28s.
Click to expand...
Yes includes bracelet,
 
#366
It appears that stores are still in the process of figuring out the new policies so if given the opportunity to buy/ship/hold a coveted item, by all means take advantage of the current SA and SM confusion! Hee hee.
 
#367
Sadly SA called to say she found something I'm looking for, but with the new leather rule, I must be there to pay for her to order the transfer. BOO!!! Haven't spoken to her yet....

It is a bracelet....confirming birkin lover's response to my question.

lala, I can't believe you were cut off! I'm was kind of hoping the rules would bend a little....but maybe H corporate can tell if the card is swiped or punched in....bending could have impact on the store.
 
#368
So I also spoke to one of my SAs yesterday - one who originally told me that she could ship anything but leather handbags; I was looking for something very small (a hapi 3 MM) and she said that she could not send it. She encouraged that I contact H.com - said that if they don't have the item in question, they'd help to find it for me/ship it to me.

This sounded a little bit funny to me - has anyone heard similar?
 
#370
ahhhh so sad about this new policy....just saw that Hermes Manhasset NY has something i really want to buy but when i called, they told me they could no longer do phone orders/chargesends...

both the Hermes boutiques i usually work with are closed on Sundays---not sure why some are closed Sundays and others are open Sundays...i know MA has some old state law but i would think CA doesnt LOL...

anyhow, does anyone know if Hermes boutiques are still able to get things transferred in, like if i asked my local Hermes boutiques i work with to try to get the item?

(its not a birkin or kelly or constance or bag even....so i would think its a little less of a "power struggle" for it...its just something ive wanted for awhile and didnt think was still out there)
 
#371
calisnoopy said:
ahhhh so sad about this new policy....just saw that Hermes Manhasset NY has something i really want to buy but when i called, they told me they could no longer do phone orders/chargesends...

both the Hermes boutiques i usually work with are closed on Sundays---not sure why some are closed Sundays and others are open Sundays...i know MA has some old state law but i would think CA doesnt LOL...

anyhow, does anyone know if Hermes boutiques are still able to get things transferred in, like if i asked my local Hermes boutiques i work with to try to get the item?

(its not a birkin or kelly or constance or bag even....so i would think its a little less of a "power struggle" for it...its just something ive wanted for awhile and didnt think was still out there)
Click to expand...

Unfortunately, I've been told by three H stores now that there are no charge sends or store to store transfers. There appears to be some differences among the stores right now as SAs and SMs are still trying to figure out what the recent policy changes mean.
 
#372
lala28 said:
Unfortunately, I've been told by three H stores now that there are no charge sends or store to store transfers. There appears to be some differences among the stores right now as SAs and SMs are still trying to figure out what the recent policy changes mean.
Click to expand...

lala, totally off topic ~ Love your new avatar :smile1:
Now back to the thread!
 
#373
I spoke to my SA yesterday and have had a day to let this sink in. Honestly, I'm just annoyed.

So in order to buy any leather item not in your store, the SA must first locate it and then confirm that the transfer will happen. Once that FINALLY happens (based on lala's intel it won't), you need to go to the store in whatever window the transfer store gives. I wonder what window I'll get for items that come into my store that I want to buy.... I can't and won't drop everything just to rush to any retailer to spend my money! Where's the customer service in this new policy?

That being said, I plan to be near my store on Tuesday. My SA will attempt to secure the small item I want and then call to let me know if I need to come by. We also discussed a bag (hunting a jypsiere in a size my store never gets), but I really think I will let this go...since I can just tell it's going to be a hassle...

OK...rant over.
 
#374
calisnoopy said:
ahhhh so sad about this new policy....just saw that Hermes Manhasset NY has something i really want to buy but when i called, they told me they could no longer do phone orders/chargesends...

both the Hermes boutiques i usually work with are closed on Sundays---not sure why some are closed Sundays and others are open Sundays...i know MA has some old state law but i would think CA doesnt LOL...

anyhow, does anyone know if Hermes boutiques are still able to get things transferred in, like if i asked my local Hermes boutiques i work with to try to get the item?

(its not a birkin or kelly or constance or bag even....so i would think its a little less of a "power struggle" for it...its just something ive wanted for awhile and didnt think was still out there)
Click to expand...
I call my SA last week for horn neckless she looking for me and sent from another store to my house,hope it help
 
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