Hermes Repair/Refurbish policy - Official Spa Thread

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#2,371
HMuse said:
Sorry to hear about the commotion. Any pictures of your bag? I doubt the bag is beyond repair, even if a major overhaul is needed. Bags sent in for repair will always be assessed and customer notified about the estimate costs and waiting time. This is the standard protocol for all H stores around the world. Did you manage to talk to the SM?. i would NOT recommend sending the bag to other repair stores other than H, you are risking future rejection if H artistian found out that repairs have been done elsewhere. Good luck!
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The bag is far from beyond repair. H already made it clear they have no interest in working on the bag, so I went with the best option left to me. If the repairs are done even decently, let alone well, I will just use the same place for future repairs. They have a good reputation.
My biggest issue with H is, if they already decided from the start to not work on it, why did they not contact me and tell me to get my bag? Why ignore my messages and email? Why tell me only after I decided to drive there to get an update and hand me my bag like it was there waiting for me to pick it up. If they had sent it out and it came back, how long were they going to let it sit there before contacting me? And if it never left the store, why even take it in if they were not going to let a craftsman decide? Why hold it for a month or more? Ths all what I don’t understand and reflects unprofessionalism. I was in sales and marketing for 20+ years…a professional does not push things off, ignore a customer and leave them hanging. That is a guaranteed way to turn a difficut or awkward situation into a nightmare. I am not one to raise my voice or throw a tantrum, but if I was, this is the kind of behavior that provokes those who do.

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#2,372
I’m so sorry to hear that your store was not able to fix your bag. Personally (I’m obviously no expert), I don’t see why they can’t send to Paris as I know Paris does seemingly impossible repairs. That said, if you haven’t taken it somewhere else, I know one of the members here (don’t know if I’m allowed to mention her name) does some beautiful work and can make this bag look good as new.
 
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#2,373
BowieFan1971 said:
The bag is far from beyond repair. H already made it clear they have no interest in working on the bag, so I went with the best option left to me. If the repairs are done even decently, let alone well, I will just use the same place for future repairs. They have a good reputation.
My biggest issue with H is, if they already decided from the start to not work on it, why did they not contact me and tell me to get my bag? Why ignore my messages and email? Why tell me only after I decided to drive there to get an update and hand me my bag like it was there waiting for me to pick it up. If they had sent it out and it came back, how long were they going to let it sit there before contacting me? And if it never left the store, why even take it in if they were not going to let a craftsman decide? Why hold it for a month or more? Ths all what I don’t understand and reflects unprofessionalism. I was in sales and marketing for 20+ years…a professional does not push things off, ignore a customer and leave them hanging. That is a guaranteed way to turn a difficut or awkward situation into a nightmare. I am not one to raise my voice or throw a tantrum, but if I was, this is the kind of behavior that provokes those who do.

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I think she's beautiful :heart: she's 4 years older than me and I have many more battle scars and creases than your bag.
Saddened to hear how you were treated .
 
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#2,374
maxroxxherhandbags said:
I think she's beautiful :heart: she's 4 years older than me and I have many more battle scars and creases than your bag.
Saddened to hear how you were treated .
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Thanks! Can’t wait to get her back! She is very special and I love her just the way she is! I just want to be able to use her safely. :smile:
 
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#2,380
Styleanyone said:
All the bags from spa will have new dustbags. You don’t have to bring your dustbag when you drop off at the H spa. I got new dustbags for mine.
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I’m not that sure this is standard practice across all H stores.. I sent my B30 in for spa last year at Singapore’s H store n they told me to leave my dustbag behind with the bag. They did not give a new dustbag, instead they returned the same dustbag after spa done.
 
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#2,381
BowieFan1971 said:
The bag is far from beyond repair. H already made it clear they have no interest in working on the bag, so I went with the best option left to me. If the repairs are done even decently, let alone well, I will just use the same place for future repairs. They have a good reputation.
My biggest issue with H is, if they already decided from the start to not work on it, why did they not contact me and tell me to get my bag? Why ignore my messages and email? Why tell me only after I decided to drive there to get an update and hand me my bag like it was there waiting for me to pick it up. If they had sent it out and it came back, how long were they going to let it sit there before contacting me? And if it never left the store, why even take it in if they were not going to let a craftsman decide? Why hold it for a month or more? Ths all what I don’t understand and reflects unprofessionalism. I was in sales and marketing for 20+ years…a professional does not push things off, ignore a customer and leave them hanging. That is a guaranteed way to turn a difficut or awkward situation into a nightmare. I am not one to raise my voice or throw a tantrum, but if I was, this is the kind of behavior that provokes those who do.

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i understand your frustrations and honestly, i would demand to speak to the manager to ge the issues resolved. With call back quotes and repair estimate really depends on the workload of the store ( whether there's an inhouse artisan). i once sent my B for a minor colour touchup ( it took about 2 months for a quote and 9 months till it was returned to me). That is a very well loved vintage K, hope you can revive her look to last even longer. Best of luck!
 
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#2,382
May I ask what location you are at? Was the crafts person on site to do the assessment? I had my box Kelly refreshed a year ago, I am located in NYC so had the benefit of having a flagship store with in house craftsman here to give me a yes/no on repairs immediately. But I had several scratches and some handle discoloration and he fixed it all. It took 4 months but my bag came back pristine like essentially brand new. I wish I had before photos to show you. But attached is my bag post spa!

I would see if you have a flagship store close by where you can bring your bag for a second opinion.

BowieFan1971 said:
The bag is far from beyond repair. H already made it clear they have no interest in working on the bag, so I went with the best option left to me. If the repairs are done even decently, let alone well, I will just use the same place for future repairs. They have a good reputation.
My biggest issue with H is, if they already decided from the start to not work on it, why did they not contact me and tell me to get my bag? Why ignore my messages and email? Why tell me only after I decided to drive there to get an update and hand me my bag like it was there waiting for me to pick it up. If they had sent it out and it came back, how long were they going to let it sit there before contacting me? And if it never left the store, why even take it in if they were not going to let a craftsman decide? Why hold it for a month or more? Ths all what I don’t understand and reflects unprofessionalism. I was in sales and marketing for 20+ years…a professional does not push things off, ignore a customer and leave them hanging. That is a guaranteed way to turn a difficut or awkward situation into a nightmare. I am not one to raise my voice or throw a tantrum, but if I was, this is the kind of behavior that provokes those who do.

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#2,384
Hello, does any one has the experience of Chamonix in SPA?
or if H can repair this kind of deeper scratches on the saddles leather? I believe it's Chamonix naturel, and i just find these two deep scratches :whut:, heartbroken ....
 

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#2,385
Naynaykilla said:
May I ask what location you are at? Was the crafts person on site to do the assessment? I had my box Kelly refreshed a year ago, I am located in NYC so had the benefit of having a flagship store with in house craftsman here to give me a yes/no on repairs immediately. But I had several scratches and some handle discoloration and he fixed it all. It took 4 months but my bag came back pristine like essentially brand new. I wish I had before photos to show you. But attached is my bag post spa!

I would see if you have a flagship store close by where you can bring your bag for a second opinion.
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It was in Atlanta. I have been told in the past (about 2-3 months ago) when I asked for a monogram for my Bolide that it had to be sent to NYC because H did not have a local craftsman. This makes sense…it’s one of their smaller stores. Yet magically, when a manager called me after I contacted H customer service, not only did they have a local craftsman who looked at and rejected my bag, as “damaged beyond repair”, this magical craftsman happened to have worked in Paris in the past, so was super knowledgeable about what repairs Paris would or wouldn’t accept. At that point, the bag was with another shop and I wasn’t going to argue with her or call out her store’s inconsistency.

I’m over it. I will not shop there again, only buy pre/loved and send my bags to this other place as long as they do a good job with this one. H has shown me they really aren’t interested in serving me or want my business.
 
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