Hermes Repair/Refurbish policy - Official Spa Thread

[Naynaykilla]

I’m so sorry the store made you feel that way! Trust me when I say, it takes a lot of time to find a good match at H. Not all stores will treat you this way, if you ever make your way to a flagship store I would give them a chance to look at your bag.

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.

 

[BowieFan1971]

I’m so sorry the store made you feel that way! Trust me when I say, it takes a lot of time to find a good match at H. Not all stores will treat you this way, if you ever make your way to a flagship store I would give them a chance to look at your bag.

Thanks, but it will be fixed by then. And H won’t touch it after that because someone else worked on it.

 

[QuelleFromage]

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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You're 1000% right, this bag isn't anywhere close to "beyond repair". I have seen wrecked bags turned in to both Madison and BH, and accepted. I am SO sorry you had this experience. H is like this....sometimes amazing but sometimes inexplicably awful, usually due to bad store management. It is inexcusable.

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.

I've maybe gotten a new dustbag from spa ONCE out of many, many spas. I keep hearing that I will, but nope. $350 and they can't spare a dustbag

 

[Naynaykilla]

I agree with your sentiment!

And re: dust bags, Madison has always given me new dust bags, in fact they tell me to take my original home with me when I drop off. Now resulting in my having 3 extra dust bags from taking my bags in for maintenance spas

You're 1000% right, this bag isn't anywhere close to "beyond repair". I have seen wrecked bags turned in to both Madison and BH, and accepted. I am SO sorry you had this experience. H is like this....sometimes amazing but sometimes inexplicably awful, usually due to bad store management. It is inexcusable.

I've maybe gotten a new dustbag from spa ONCE out of many, many spas. I keep hearing that I will, but nope. $350 and they can't spare a dustbag

 

[nymeria]

Same- NEVER left without a new dustbag. And that goes for any vintage bag, which when brought, had none to start with, and left in a brand new one.

 

[biorin]

Has anyone had luck with spa removing dye transfer? I realized I had a blue silk mask that has now stained a wallet and the inside of a bag... I just got both, so hesitant to already ship them off. Is this something that could be done in NY, or more likely a Paris issue? Any thoughts would be appreciated!

 

[BowieFan1971]

Has anyone had luck with spa removing dye transfer? I realized I had a blue silk mask that has now stained a wallet and the inside of a bag... I just got both, so hesitant to already ship them off. Is this something that could be done in NY, or more likely a Paris issue? Any thoughts would be appreciated!

H will not touch the inside of any bag, probably a NYC issue on the wallet.

 

[biorin]

H will not touch the inside of any bag, probably a NYC issue on the wallet.

Thank you for the insight -- that's so interesting, I wonder why that is.

 

[QuelleFromage]

Has anyone had luck with spa removing dye transfer? I realized I had a blue silk mask that has now stained a wallet and the inside of a bag... I just got both, so hesitant to already ship them off. Is this something that could be done in NY, or more likely a Paris issue? Any thoughts would be appreciated!

NY's after-sales care is excellent (except for scarves, which they send out and you are at the mercy of an outside cleaner). I think they should be able to handle your wallet.
There are some tips in the reference section on removing ink stains on an interior....that may help you. I get the feeling H does not touch interiors anymore because they were brought one too many unspeakable situations...I don't even want to imagine!

 

[biorin]

NY's after-sales care is excellent (except for scarves, which they send out and you are at the mercy of an outside cleaner). I think they should be able to handle your wallet.
There are some tips in the reference section on removing ink stains on an interior....that may help you. I get the feeling H does not touch interiors anymore because they were brought one too many unspeakable situations...I don't even want to imagine!

I can only imagine what they’ve seen! Thank you for the reference. I’m just a bit hesitant to DIY as it seems like the dye-removing treatments can be a bit strong and potentially remove the color of the leather. I presume having someone work on the interior wouldn’t then disqualify it from H spa for other work since they don’t do that anyway?

 

[Naynaykilla]

Has anyone had luck with spa removing dye transfer? I realized I had a blue silk mask that has now stained a wallet and the inside of a bag... I just got both, so hesitant to already ship them off. Is this something that could be done in NY, or more likely a Paris issue? Any thoughts would be appreciated!

Hi, so Hermès won’t touch interiors at all. But the wallet I’m assuming is the exterior can potentially be something they can address for you, depending on leather type and how stained it is. But if your local to NY and can go to Madison, it doesn’t hurt to try and see what can be done

 

[jellyfishb]

Hello, I'm an Hermes newbie and contemplating my first bag purchase, a Birkin 35 in Ardennes leather. There is a bag that I'm looking at purchasing, where the glazing on the handles has worn off (please see pic from seller). Would the Hermes spa be able to redo the glazing? Thanks in advance.

 

[WhiteBus]

My experience would suggest that it would be done as part of the standard spa service.

 

[jellyfishb]

My experience would suggest that it would be done as part of the standard spa service.

Thank you! That's good to know.

 

[MissIn]

Hello, I'm an Hermes newbie and contemplating my first bag purchase, a Birkin 35 in Ardennes leather. There is a bag that I'm looking at purchasing, where the glazing on the handles has worn off (please see pic from seller). Would the Hermes spa be able to redo the glazing? Thanks in advance.

I second WhiteBus reply that the glazing will be done with just the regular H spa service.