Hermes Phone Orders

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#512
Hi again. It's been almost a month since I last posted about the Lindy bag that I had waited for 4 months and paid for already but Hermes messed up and sold it to someone else AFTER they charged it to my card...

Got call from Hermes VP in NY last Friday; the Lindy 34cm in Bleu Electrique finally made it to the US from Paris! This VP arranged for the bag to be shipped to me from their North Carolina store. (Wow. Who would have thought Hermes in NC would get this bag but not Hermes in Beverly Hills or SF !)

The bag arrived at my home today. I'm happy to say that after 6 months of waiting and the woeful experience, I am pleased to have this Lindy in the Bleu Electrique color, which is so vibrant. It's an awesome color and the bag design is ingenious!

I wonder if they make a matching wallet in Bleu Electric as well. Maybe when this VP follows up with me, I can ask her. And, no, I didn't get a free wallet, scarf, etc. for all the hassle they created for me in getting this bag. Thanks to those of you who suggested this was the least they could do to repair the damaged relationship.
I didn't ask them to give me anything but just to find me this bag and to cover shipping, taxes, etc.

Granted it would have been nice to get a handwritten apology with the bag. But no note whatsoever. I'm not letting lousy customer service dissuade me from appreciating the ingenuity in the design of this bag!

Thanks everyone for your suggestions and for reading about my woeful tale.

I highly recommend writing to Hermes Customer Relations at their USA headquarters about this new no order by phone policy. If I hadn't written to Hermes USA about my experience, I would not have gotten this Lindy bag! There seem to be exceptions to the policy too.
 
#513
biogcc2 said:
I wonder if they make a matching wallet in Bleu Electric as well.
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Yes but they'll probably screw up and charge your card twice for it, sell it to someone else and then have another one shipped to you from Timbucktwo!

In all seriousness, I'm glad to hear you finally got the Lindy... And sad to hear they couldn't take the time to write a letter of apology.
 
#516
VigeeLeBrun said:
Just heard from my SA that they all had to read and sign H policy documents regarding what they can and cannot do. Def no store to store leather transfers, except shoes. No charge and send on leather goods. No buying gift cards over the phone. No in-store holding of paid merchandise. Scarves are a completely different matter, as they can take phone orders on them. My SA said that the re-sellers "ruined it all" and she has lost many international customers. I feel sorry for the SAs, as they are caught between a rock and a hard place.
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I do too, it's like starting from scratch for them - resellers, wanna be resellers, and fraud has LP in a vortex spiral competing with gravity.

I'm thankful for my SA, and always try to make my search as painless as possible, cos even that is tough these days.
 
#525
Interesting piece of information: If your boutique calls you and says they have located something you want in another boutique, you will be charged shipping UNLESS your go to the boutique and sign for it, thus avoiding shipping. A new wrinkle! How do they ever come up with and remember all these micro policies? I can only imagine the new employee handbook!
 
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