Hermes Repair/Refurbish policy - Official Spa Thread

[PJW5813]

Hi everyone, I would love to seek some advice. I peeled the protective sticker off my Kelly hardware for the first time in 2 plus years (after reading in another thread that leaving it on could case damage!) and noticed a defect in the top right hand rivet where part of it looks 'missing'. This is only visible from the side view and not so much from the front. It also doesn't not look like any form of oxidative damage but rather like a quality issue in its original state. There is no authenticity issue here this bag is from the H boutique in usa. I informed my local SA and will be bringing it in for them to take a look but am just wondering if anybody else has faced a similar issue? I've scoured the forum but haven't been able to find any mention on this sort of hardware issue. Any ideas if this can be repaired or if I should even bother to send it in(especially if H charges me for it!) when it may take months to see my bag again. Not sure if I'm being too obsessive and if the rest of you would consider it too minor an issue to be concerned about?

If Hermes accept that it is not as it should be and offer to have it corrected, you should have it dealt with even if it means being without the bag for a few months.
However inconvenient this might seem now, in the future you will be glad you had it it done.

 

[QuelleFromage]

Please post when you hear back. My local cleaner specializes in high-end items. I always warn re the hems and have never had a problem. I would be sick about this.

Thanks, Lulilu. I am sick about it. These scarves only came out once and it's not like they can be re-dyed. I have the sad feeling that the best I can hope for is some kind of credit.
Beyond the fading (which looks to me like more than dry cleaning) look at the flat hems and the stitching coming out. Never, EVER let your scarves go to TieCrafters. H Madison told me they were sending it to Paris.

 

[minuit]

Thanks, Lulilu. I am sick about it. These scarves only came out once and it's not like they can be re-dyed. I have the sad feeling that the best I can hope for is some kind of credit.
Beyond the fading (which looks to me like more than dry cleaning) look at the flat hems and the stitching coming out. Never, EVER let your scarves go to TieCrafters. H Madison told me they were sending it to Paris.

This is really shocking, and I hope the store will make it up to you. What is the point of Hermes accepting a scarf for after sales service if they are just going to turn around and send it to a third party? In my mind they shouldn’t even offer cleaning or repair services (that we pay for) if they can’t do them in-house.

 

[KellyWelly]

If Hermes accept that it is not as it should be and offer to have it corrected, you should have it dealt with even if it means being without the bag for a few months.
However inconvenient this might seem now, in the future you will be glad you had it it done.

Good point, I have to say it is bugging me quite a bit. Will see what my store says thanks for your input!

 

[KellyWelly]

Hi everyone, I would love to seek some advice. I peeled the protective sticker off my Kelly hardware for the first time in 2 plus years (after reading in another thread that leaving it on could case damage!) and noticed a defect in the top right hand rivet where part of it looks 'missing'. This is only visible from the side view and not so much from the front. It also doesn't not look like any form of oxidative damage but rather like a quality issue in its original state. There is no authenticity issue here this bag is from the H boutique in usa. I informed my local SA and will be bringing it in for them to take a look but am just wondering if anybody else has faced a similar issue? I've scoured the forum but haven't been able to find any mention on this sort of hardware issue. Any ideas if this can be repaired or if I should even bother to send it in(especially if H charges me for it!) when it may take months to see my bag again. Not sure if I'm being too obsessive and if the rest of you would consider it too minor an issue to be concerned about?

Hi guys just an update in case anyone was curious, Hermes has accepted my bag for repair and will replace the rivets at no charge. Apparently because the rivets are hand perled, mistakes can be made. Basically, when u run your finger over the rivet, it should feel smooth and not rough otherwise it might catch on clothing, which is unacceptable for Hermes standards. I’m so happy with the outcome, and am looking forward to receiving my ‘perfect bag’ after her repair. I hope my experience will help others who face the same issue

 

[divinexjanice]

Hi guys just an update in case anyone was curious, Hermes has accepted my bag for repair and will replace the rivets at no charge. Apparently because the rivets are hand perled, mistakes can be made. Basically, when u run your finger over the rivet, it should feel smooth and not rough otherwise it might catch on clothing, which is unacceptable for Hermes standards. I’m so happy with the outcome, and am looking forward to receiving my ‘perfect bag’ after her repair. I hope my experience will help others who face the same issue

Thanks for the update

 

[Masao]

Hello threads,
I just got one beautiful bag from my lovely grandma. It made at 60's!
It's a lizard leather but I can't find where the stamp is. I assuming 60's does have the stamp, right? Even through it's vintage right now
Can I just bring this bag to the store to SPA? It looks still nice, but I have OCD and I want to.
But I was wondering the store they will take it or not.........

 

[okiern1981]

Hello threads,
I just got one beautiful bag from my lovely grandma. It made at 60's!
It's a lizard leather but I can't find where the stamp is. I assuming 60's does have the stamp, right? Even through it's vintage right now
Can I just bring this bag to the store to SPA? It looks still nice, but I have OCD and I want to.
But I was wondering the store they will take it or not.........

The easiest and best thing is to take her in and have them take a look. They’re used to 1960s items, believe me. They sent my K to Paris for repair and it’s from 1962.

 

[Masao]

The easiest and best thing is to take her in and have them take a look. They’re used to 1960s items, believe me. They sent my K to Paris for repair and it’s from 1962.

Thank you, I will
My SA is on vacation now. Still need to wait when she is back.
Wow....1962! So classic

 

[QuelleFromage]

Thanks, Lulilu. I am sick about it. These scarves only came out once and it's not like they can be re-dyed. I have the sad feeling that the best I can hope for is some kind of credit.
Beyond the fading (which looks to me like more than dry cleaning) look at the flat hems and the stitching coming out. Never, EVER let your scarves go to TieCrafters. H Madison told me they were sending it to Paris.

This is really shocking, and I hope the store will make it up to you. What is the point of Hermes accepting a scarf for after sales service if they are just going to turn around and send it to a third party? In my mind they shouldn’t even offer cleaning or repair services (that we pay for) if they can’t do them in-house.

Update on my ruined Brazil Bandhini - Paris cannot repair it. I'm very sad about this. They are looking to see if any may be left at any store in the world (unlikely, I think this was a 2015 release?). If not it sounds as though they will give me a credit.
So word to the wise, if your scarf cannot be replaced (ie is an exceptional or limited edition) be wary of giving to after-sales unless you know exactly what is happening with it.

 

[minuit]

Update on my ruined Brazil Bandhini - Paris cannot repair it. I'm very sad about this. They are looking to see if any may be left at any store in the world (unlikely, I think this was a 2015 release?). If not it sounds as though they will give me a credit.
So word to the wise, if your scarf cannot be replaced (ie is an exceptional or limited edition) be wary of giving to after-sales unless you know exactly what is happening with it.

So sorry it turned out that way. I hope that the store learns a lesson from this and stops ruining scarves by sending them out for cleaning. Hope you can find something else lovely to buy with the store credit, although to be honest, I feel like they should offer you something extra to compensate for your disappointment and their incompetence.

 

[Kascherm]

That's wierd! I just took a 32 cm Kelly to the King of Prussia Mall (Philadelphia) Hermes store, it is going in for refurbish/polishing. They said it is taking longer to do this now, 4-6 months. It is depressing, but I want my bag to look good so I took my ticket and left the bag with them.

Can you tell me what they charged for this refurb. I know it's been years but I'm curious

 

[okiern1981]

Can you tell me what they charged for this refurb. I know it's been years but I'm curious

Check this thread out! Gives you the most recent prices we’ve gotten.
https://forum.purseblog.com/threads/hermes-spa-pricing.634088/

 

[Kascherm]

Hi. Inherited this bag from a relative. Had it authenticated from the real real but assumed it was the real deal knowing my aunt. Could anyone advise by these pics if it's worth taking too hermes for a complete overhaul.

 

[QuelleFromage]

Hi. Inherited this bag from a relative. Had it authenticated from the real real but assumed it was the real deal knowing my aunt. Could anyone advise by these pics if it's worth taking too hermes for a complete overhaul.

There's so much banding and moire in these photos that I can't tell what is the bag and what is the lighting. But the simple answer is, this bag will never look remotely close to new, but it can have a cool vintage look. If I inherited it I would take it to spa.