Hermes Phone Orders

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#646
audreylita said:
Their phones had been out due to Hurricane Sandy.

I was told SA's are not allowed to be in e-mail contact with clients! Does anyone else e-mail their SA?

They each have areas of the store they're allowed to sell in. You'll never see someone from downstairs selling jewelry or home goods upstairs.

I went in looking for a specific wallet and was told they are now in the back of the store and not readily accessible for them to take out. It seemed like my SA needed permission to show me the wallet I was asking about. It did finally come out but took a really really long time to make its debut. I'm a good client of this store and am starting to feel like a second class citizen.

BTW I'm told these rules are only for the Madison Avenue store. I'd like to see if they're still doing these things after the holidays or is this it. The SA's are usually the last to know and each one will tell you something different. When I'm dropping this kind of money in a retail environment I want it to be pleasant but lately all I feel is stress in that store.
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No email, but I have their cell #s and I can text them, which is easier for them.

I had a horrible experience at Madison last week, I won't be going anywhere near there for a long time!
 
#647
audreylita said:
Their phones had been out due to Hurricane Sandy.



I was told SA's are not allowed to be in e-mail contact with clients! Does anyone else e-mail their SA?



They each have areas of the store they're allowed to sell in. You'll never see someone from downstairs selling jewelry or home goods upstairs.



I went in looking for a specific wallet and was told they are now in the back of the store and not readily accessible for them to take out. It seemed like my SA needed permission to show me the wallet I was asking about. It did finally come out but took a really really long time to make its debut. I'm a good client of this store and am starting to feel like a second class citizen.

BTW I'm told these rules are only for the Madison Avenue store. I'd like to see if they're still doing these things after the holidays or is this it. The SA's are usually the last to know and each one will tell you something different. When I'm dropping this kind of money in a retail environment I want it to be pleasant but lately all I feel is stress in that store.
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Oh Audreylita, I'm just so surprised that you would be made to feel like this over a wallet given what a long-time collector and customer you are. I have been having odd experiences at Madison lately with all the changes too, and I just have such a hard time imagining how this is benefitting the store period. I don't know where to find anyone anymore....My SA seems to be out more than before. There are other SA's telling me I should work with them even though they know who my SA's are. Just bizarre stuff....
 
#648
Madison Avenue is definitely the destination H store for tourists and walk ins so maybe they're doing this to try deal with crowd control or something like that. Regardless, I prefer a more low key type of environment and will look forward to having a different location as my store of choice (when the time comes).
 
#649
purseinsanity said:
I really don't understand what H is trying to do in the US. Their policies are getting harder and harder and if the purpose is to shift more inventory to Asia, just close the stores here already and be done with it. It's so annoying.
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These policies are definitely weird. Shifting stock to Asia isn't the answer for Hermes either because Asia will at some point suffer a recession just like the US did so there will be a point where the demand just won't be what it use to be in Asia. Also a lot of the Hermes obsession in Asia simply has to do with status when the next it bag that is more coveted and rare comes along the fad will die out. However in other parts of the world there are many long time Hermes collectors and die hard lovers. Hermes should not be shutting then door on those people. Those are the people that love Hermes in good times and bad times.
 
#650
ilovenicebags said:
These policies are definitely weird. Shifting stock to Asia isn't the answer for Hermes either because Asia will at some point suffer a recession just like the US did so there will be a point where the demand just won't be what it use to be in Asia. Also a lot of the Hermes obsession in Asia simply has to do with status when the next it bag that is more coveted and rare comes along the fad will die out. However in other parts of the world there are many long time Hermes collectors and die hard lovers. Hermes should not be shutting the door on those people. Those are the people that love Hermes in good times and bad times.
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:goodpost:
 
#651
audreylita said:
I went in looking for a specific wallet and was told they are now in the back of the store and not readily accessible for them to take out. It seemed like my SA needed permission to show me the wallet I was asking about. It did finally come out but took a really really long time to make its debut. I'm a good client of this store and am starting to feel like a second class citizen.

BTW I'm told these rules are only for the Madison Avenue store. I'd like to see if they're still doing these things after the holidays or is this it. The SA's are usually the last to know and each one will tell you something different. When I'm dropping this kind of money in a retail environment I want it to be pleasant but lately all I feel is stress in that store.
Click to expand...

This!

I am amazed at how poorly we get treated by H and yet we keep going back for more. I've told myself a hundred times that enough is enough and then I see something else I really want and practically grovel for it and most of the time come away feeling like the last kid to be picked in gym class. No other company does this. It's stupefying. I normally wouldn't let anyone treat me this way, ever. Hopefully, I'll come to my senses sooner than later. :p
 
#652
purseinsanity said:
This!

I am amazed at how poorly we get treated by H and yet we keep going back for more. I've told myself a hundred times that enough is enough and then I see something else I really want and practically grovel for it and most of the time come away feeling like the last kid to be picked in gym class. No other company does this. It's stupefying. I normally wouldn't let anyone treat me this way, ever. Hopefully, I'll come to my senses sooner than later. :p
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I used to be in that store every week and no longer go in that often. At this point it's when I know they've got something in stock which someone has posted here on the forum or if there's something specific I'm looking for.

I used to go in just to browse and would always walk out with an orange bag.

I don't do that anymore.
 
#653
audreylita said:
Their phones had been out due to Hurricane Sandy.



I was told SA's are not allowed to be in e-mail contact with clients! Does anyone else e-mail their SA?



They each have areas of the store they're allowed to sell in. You'll never see someone from downstairs selling jewelry or home goods upstairs.



I went in looking for a specific wallet and was told they are now in the back of the store and not readily accessible for them to take out. It seemed like my SA needed permission to show me the wallet I was asking about. It did finally come out but took a really really long time to make its debut. I'm a good client of this store and am starting to feel like a second class citizen.

BTW I'm told these rules are only for the Madison Avenue store. I'd like to see if they're still doing these things after the holidays or is this it. The SA's are usually the last to know and each one will tell you something different. When I'm dropping this kind of money in a retail environment I want it to be pleasant but lately all I feel is stress in that store.
Click to expand...
I found Madison to be stressful as well - more so than on past trips. The inventory always seems slim- Bergdorf's had a better selection of scarves and shawls.

I don't have a SA at Madison, so I tried to establish a relationship while in NY two weeks ago - much more difficult than at other H boutiques, or even Madison Men's, where I have a great SA.

The SA who helped me with my jumping boots was patient and gracious, but she informed me that she could not help me downstairs. I had three different SAs work with me in scarves. This would not have been my preference, but they kept handing me off, as if they had to stay at their station. The SA near the summer silks seemed knowledgeable, but when I asked to see a particular 90, she pointed me in the direction of the 90s and told me someone "over there" would be happy to help me. I did get a knowledgeable and super friendly SA, who gave me her card. She told me to ring her extension (listed on her card) if I need anything in the future, so perhaps they have direct lines for messages?
All in all, I think some of the smaller boutiques are easier to deal with, but I was thrilled to have finally found a pair of Jumping boots.


As far as phone orders go, two SAs told me two different things regarding CDCs - one said they could ship them and one said they could not.
 
#654
Monceau said:
I found Madison to be stressful as well - more so than on past trips. The inventory always seems slim- Bergdorf's had a better selection of scarves and shawls.

I don't have a SA at Madison, so I tried to establish a relationship while in NY two weeks ago - much more difficult than at other H boutiques, or even Madison Men's, where I have a great SA.

The SA who helped me with my jumping boots was patient and gracious, but she informed me that she could not help me downstairs. I had three different SAs work with me in scarves. This would not have been my preference, but they kept handing me off, as if they had to stay at their station. The SA near the summer silks seemed knowledgeable, but when I asked to see a particular 90, she pointed me in the direction of the 90s and told me someone "over there" would be happy to help me. I did get a knowledgeable and super friendly SA, who gave me her card. She told me to ring her extension (listed on her card) if I need anything in the future, so perhaps they have direct lines for messages?
All in all, I think some of the smaller boutiques are easier to deal with, but I was thrilled to have finally found a pair of Jumping boots.


As far as phone orders go, two SAs told me two different things regarding CDCs - one said they could ship them and one said they could not.
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Did you remember the name of the SA that said she could ship CDC? I would be interested to get her name!
 
#656
Well this is part of the confusion at Madison. They used to stay in their own areas, like silks or handbags. But now they all do a rotation in different areas so everyone gets to sell different things. Very confusing!
 
#657
yodaling1 said:
Did you remember the name of the SA that said she could ship CDC? I would be interested to get her name!
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I'm thinking that SA wasn't clear on the "rules". You cannot buy a CDC from Madison on the phone and have it shipped. You can buy it in the store personally and have them ship it home for you, I should add, that's the current rule, it could change at any time.


Honestly, at this point, I'm not sure why a regular H customer would ever want to shop at Madison? Between the rude SAs and all of their changing rules, it's just not worth it!
 
#658
Bethc said:
I'm thinking that SA wasn't clear on the "rules". You cannot buy a CDC from Madison on the phone and have it shipped. You can buy it in the store personally and have them ship it home for you, I should add, that's the current rule, it could change at any time.


Honestly, at this point, I'm not sure why a regular H customer would ever want to shop at Madison? Between the rude SAs and all of their changing rules, it's just not worth it!
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Agreed! Have come across only one nice SA at Madison. Rarely shop there any more.
 
#659
I was in the men's store on Madison looking to buy an etriviere double tour leather bracelet for my husband for Christmas. They didn't have his size so I asked if they could get his size from another store. I was told they weren't allowed to do that. This, for a plain leather bracelet.

My patience with them grows slim.
 
#660
audreylita said:
I was in the men's store on Madison looking to buy an etriviere double tour leather bracelet for my husband for Christmas. They didn't have his size so I asked if they could get his size from another store. I was told they weren't allowed to do that. This, for a plain leather bracelet.

My patience with them grows slim.
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My local SA has told me explicitly that they cannot transfer leather goods between stores in the US, even for bracelets. This makes it hard to shop & I've found I've been hopping around just to find my size, color, etc.

I've had positive experiences at the Wall St store so far-

BTW the H cashier did just tell me that the new return policy requires a customer to show photo ID & his/her original receipt. Does H then issue gift receipts so the gift recipient can return an item?
 
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