Hermes Repair/Refurbish policy - Official Spa Thread

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#1,381
Keren16 said:
So now the policy for accepting a bag for refurbish or repair is stricter?
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I think that answer to your question is that it depends.

My bag was rejected without even a glance at the Madison Avenue store but accepted with no issue at the Atlanta boutique -- in fact, they admired the vintage bag a bit. (Ironically, the local boutique will send it to the Madison Avenue store before it goes on to Paris.) I am not sure what the official policy is, and it sounds like the employees at the boutique may or may not be familiar with the products or policies, so I guess it just depends on the boutique and who you happen to be working with on any given day.
 
#1,382
icollect said:
I think that answer to your question is that it depends.

My bag was rejected without even a glance at the Madison Avenue store but accepted with no issue at the Atlanta boutique -- in fact, they admired the vintage bag a bit. (Ironically, the local boutique will send it to the Madison Avenue store before it goes on to Paris.) I am not sure what the official policy is, and it sounds like the employees at the boutique may or may not be familiar with the products or policies, so I guess it just depends on the boutique and who you happen to be working with on any given day.
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At least you were able to have your bag accepted.
Good luck. Hope all goes well!
 
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#1,383
I think that SA was not an Authentic Hermes Employee... Did you ask to see her paperwork?

icollect said:
I wasn't asking for authentication. The sales associate brought it up. I just wanted to purchase spa services for my authentic bag.

The SA told me that they were "cracking down" on accepting Birkins without paperwork. I asked what paperwork she was talking about and she said, "your authentication paperwork." I was puzzled because I didn't understand what she was asking for -- then she said that I either needed to be the original purchaser or have the receipt for them to even consider my bag for services. I told her that my aunt was dead, and this piece was part of her estate. I didn't know how I would come up with any sort of authentication paperwork, and she said - we cannot accept your bag. That's harsh.
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#1,385
icollect said:
I wasn't asking for authentication. The sales associate brought it up. I just wanted to purchase spa services for my authentic bag.

The SA told me that they were "cracking down" on accepting Birkins without paperwork. I asked what paperwork she was talking about and she said, "your authentication paperwork." I was puzzled because I didn't understand what she was asking for -- then she said that I either needed to be the original purchaser or have the receipt for them to even consider my bag for services. I told her that my aunt was dead, and this piece was part of her estate. I didn't know how I would come up with any sort of authentication paperwork, and she said - we cannot accept your bag. That's harsh.
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Someone commented earlier that your other comment was harsh. I disagreed and she got a little annoyed with me for asking why it was harsh. Because I thought u were not harsh at all. You were spot on in my opinion. My comments were mostly to the happy camper who got so defensive [emoji7]
 
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#1,386
icollect said:
I wasn't asking for authentication. The sales associate brought it up. I just wanted to purchase spa services for my authentic bag.

The SA told me that they were "cracking down" on accepting Birkins without paperwork. I asked what paperwork she was talking about and she said, "your authentication paperwork." I was puzzled because I didn't understand what she was asking for -- then she said that I either needed to be the original purchaser or have the receipt for them to even consider my bag for services. I told her that my aunt was dead, and this piece was part of her estate. I didn't know how I would come up with any sort of authentication paperwork, and she said - we cannot accept your bag. That's harsh.
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This is an unfortunate situation. The SA you spoke to misinformed you. Out of curiosity, was the person you spoke to on the main floor or did you go downstairs to the repair desk? The craftspeople who work in the Madison store are quite nice and I've seen them accept vintage bags many times with no receipt. I was there a little over a week ago and was admiring a couple of gorgeous vintage black box Kellys being dropped off for spa. The owner was not asked for a receipt.
 
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#1,387
LVGLITTER said:
Someone commented earlier that your other comment was harsh. I disagreed and she got a little annoyed with me for asking why it was harsh. Because I thought u were not harsh at all. You were spot on in my opinion. My comments were mostly to the happy camper who got so defensive [emoji7]
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There is no need to talk about me in 3rd person. You want to talk about me, you quote me and have an adult conversation. I didn't quote you in the first place and you butted in now you talk to me as a 3rd person? Lol!
 
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#1,388
xiangxiang0731 said:
There is no need to talk about me in 3rd person. You want to talk about me, you quote me and have an adult conversation. I didn't quote you in the first place and you butted in now you talk to me as a 3rd person? Lol!
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[emoji173]
Okay...I don't agree with u in first person. You are easily offended...but u are right. It wasn't nice. Sorry.
 
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#1,391
Just a friendly reminder to please either report a post so a moderator can deal with it, or put someone on ignore rather than engaging in the thread.

Thanks. To get back to topic, I have also been told receipts are required for repair but that if I spoke to the person in charge of accepting repairs, this might be waived. I suspect there is no uniform policy, as with so much else involving Hermes.
 
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#1,392
plastic-fish said:
Hi there. That's heartbreaking... I know I've used a pink eraser on pen ink on my box leathers and it came out but that was within 24 hours of the pen mark. I would caution against ever using alcohol wipes for the exact reason you've shown, color loss and I'm sure it's drying out the leather terribly. You might want to take it to Hermes and hear what they recommend. Good luck, I hope you get some answers.
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The craftsmen at the store said the ink seeped too deep into the leather so she can't restore them.☹️
 
#1,394
mistikat said:
Just a friendly reminder to please either report a post so a moderator can deal with it, or put someone on ignore rather than engaging in the thread.

Thanks. To get back to topic, I have also been told receipts are required for repair but that if I spoke to the person in charge of accepting repairs, this might be waived. I suspect there is no uniform policy, as with so much else involving Hermes.
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Yes, suspect the required receipt might be because there are so many newer SA who have not yet absorbed the lengthy and complicated Hemes bag or leather history and are of course unable to authenticate on the spot.

Can be very frustrating for collectors of older bags and Hemes accessories.
 
#1,395
Hi All! I dropped off my very, very old 1950s-ish Kelly at my local Hermes Boutique at the beginning of July 2016. I just picked it up today. It was sent to the spa in San Fran. They did a beautiful restoration and conditioning job. I kid you not when I say I am in absolute awe of the specialist that babied my Kelly bag. I'm the second owner and when I got the bag, it was in a terrible state from neglect and smelled horrible (think years of being forgotten in a musty old basement or attic). I actually had to air it out for 3 weeks before I would dare bring it to the boutique. Anyway, the SA that assisted me was wonderful and loved the bag when he first saw it even in the condition it was in. Now it looks beautiful and ready to live again. I highly recommend using the Hermes spa service to keep your bags in top condition.
 
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