Hermes Return Policy (or: How to Curb Bad Behavior)

[lovely64]

I totally agree - especially when its clear that the bag has been taken outside the house. This strikes me as completely irresponsible and inconsiderate. I never thought of myself as a superfussy person, but seeing this happen so many times, esp on this board, has made me feel the way you do about preferring shrink wrapped, or at least, something that my SA has told me has never left the store.

Recently I bought a GM shawl that was sent from another store that arrived obviously worn, with a pull ready to happen, and smellling like perfume - it was clear that someone had this for a while, wore it, and returned it. They took it back, but it chilled my willingness to have buy anything sight unseen from another store.

 

[Mindi B]

^^^ If I buy something (for delivery) that is coming from a store other than my "home" store, my SA has it sent to her first so she can inspect it before sending it on to me. I so appreciate that she does this, and I'm sure, jedi, that an SA would be happy to do the same for you in future to avoid this disappointment!

 

[lisawhit]

It's really difficult for those of us who don't live where there is a boutique. On a couple of occasions I've had a bag sent to me that I had not seen in real life and once I opened the box, I knew it wasn't for me. Packed it up and returned immediately.

 

[lilpicotin]

Wow... cookie crumbs and hairs?

Kind of an aside... isn't it a complete thrill when you have a shrink-wrapped box with your name on it? So special.

 

[loveclemence]

I am selfish I must admit - I vote for 14 days return policy as nevertheless the bag will be inspected beforehand if it's still in perfect condition. Having said this, and having had a few H bags already, I would now NOT purchase a H bag on display. It has to be wrapped in plastic and in box and I have to be the first to open. Am such a snot but what can I do?

 

[jedimaster]

It's really difficult for those of us who don't live where there is a boutique. On a couple of occasions I've had a bag sent to me that I had not seen in real life and once I opened the box, I knew it wasn't for me. Packed it up and returned immediately.

I would have no hesitation on buying an item which had been returned by you, or previously owned and used by you, for that matter - I wish everyone were as thoughtful and careful as you are, Lisa.

I personally think the return policy is unduly restrictive relative to other stores, but its abused in the extreme, leading to the worst of both worlds. I am not sure what Hermes should do. They are under a lot of pressure in this economy and everyone is reevaluating their return policies. Its debatable whether a store ultimately does better by liberal or strict policy.

 

[beaumonde]

If I buy something from any store, and can't tell it was a return, what does it matter? Do you really care if it's been in someone's home for a few days?

Yes! Who knows what has been going on at that home? From what I can tell from reveal threads, not everyone is as careful as I am.

 

[lisawhit]

Awww Jedi, that's so sweet! You know it's reciprocal!

 

[irishlass1029]

Beaumonde, you bring up an excellent topic for discussion. Having seen all the reveals, I must admit that there was a time or two that I wondered to myself if oniomania was involved. Not that I don't love seeing all the reveals, I DO! But there have been a couple that made me go "hmmm."

Anyhow - it's a hard call. I can totally sympathize with those who don't live in the same city as an H boutique as I don't either. But I am probably a little less sympathetic because I am not a returner by nature. I hate returning things even when I really should. With H prices, though, it makes it a little difficult not to exchange something that just really doesn't work/fit. That said, though, I would make absolutely certain that it did fit/work/look pristine before walking out of the boutique with it because I DO live in another city.

In a perfect world, there wouldn't be stupid people who have no respect or common sense and it wouldn't be a problem, but (not to be a Negative Nancy, just a realist) people ARE stupid. I see them everyday in every socio-economic level. They are everywhere - including in H shopping.

I guess what I am doing is talking myself into agreeing with Beaumonde. I wasn't sure I did agree when I started typing. I mean, everyone had excellent points to the contrary.

I think you establish a relationship of sorts with an SA and once they get to know you, they know if you have a "problem" or not. I think they could have a very strict return policy like "returns not permitted except at the sole discretion of the SA." They give them all sorts of power as it is, just give them one more. If the item is defective, they take it back - for instance, my carmen. I didn't bother returning it or exchanging it (got it through H.com and again it proves I HATE returning stuff) when the stitching came out after a few days, but common sense would dictate to the SA that they should exchange it for a good one because of a defect in the stitching which wasn't apparent at the point of sale. Or if it's a gift - get a gift receipt and without a gift receipt, it's not returnable...and only then if it passes SA inspection.

And on a purchase of that size, I would think those who do not live in a city with an H store would find a way to visit one before purchasing a bag sight unseen - just like I did. I know it's hard, but where there's a will, there's a way, right?

If anyone could pull off this no return policy, I would think Hermes could.

It makes more sense to me that instead of expecting common sense be used by ALL H customers, it would be more reasonable to expect common sense be used by all SAs instead. Less margin for error. (Not that there won't be error, because not all SAs are created equally.)

So that's my 14 cents. I agree with beaumonde.

 

[Mree43]

I work parttime in a high end store and what I've seen returned makes me ill. The stores I could tell...I'm now super fussy about what I buy. I carefully inspect all items before I fork over my money for it. I really prefer to buy all my H stuff that is wrapped in plastic. I have been very lucky, most items I have purchased have been wrapped in plastic including my small leather goods. I think Hermes Return Policy is fair. 14 days is more than enough time to decide whether or not you like it. I hardly ever return anything, I make up my mind that I really want something before I buy. I hate returning.

 

[beaumonde]

I think H are quite good at spotting used items don't you?

Not really.

As to making the return period shorter, I'm not sure, what if someone didn't have time to return to the shop before the 3 days limit?

I think the saying goes, too bad, too sad.

 

[beaumonde]

Sometimes it takes a while to know if what you bought was because of H excitement at the store, of if this is truly a keeper.

Hmm... I think shopping should be done with a clear head, whether it's a $10k bag at Hermes or a $3.49 tube of toothpaste at Duane Reade.

Also, I'd say that of all the luxury brands, Hermes has the healthiest secondary market.

 

[beaumonde]

Online style/fashion blogs play a role in worsening serious shopping addiction disorders. Blogs allow addicts to see their behavior as healthy and relieve the anxiety which causes and results from oniomania. (Not to mention the thrill of reveals of items that are going to go back to the store, or get sold on ebay or mp two seconds later)

Why does Hermes attract oniomanias? Does the brand itself feed "perfectionism" that is correlated with the condition?

Jedi, agreed. As Rose100 phrased it, there's "H excitement at the store." These fora make the H excitement last longer. There's also so much encouragement to get the next "high."

I need to ponder your perfectionism question a bit... so many intertwined issues... it's the cachet of Hermes, the expense and the consensus that H quality is "the best", among other things.

Btw, I'm not a superfussy person either (as you can tell from tales of how I use my bags, where they've been carried, etc.), but what I've observed with some of the returners is simply disgusting.

 

[kipp]

This is an interesting discussion. Since I live in a town without an H boutique, I am sympathetic to the potential problems with purchases made sight unseen and the difficulties of making a decision after only one short visit to a boutique while out of town. However, I do agree with beaumonde's basic statement---you know, there are NO returns on most H Ebay items. So if people can make a firm decision from Ebay, they ought to be able to make a firm decision from the H boutique.

 

[Sammyjoe]

If H changes their return policy, it will just make people adjust what they can and cannot do simple. I have bought a birkin and returned it within the refund period. I took 3 pics to "reveal" the bag, I then realised I should have waited for a different hardware and returned the bag. It was not outside, not used at all, the plastic etc etc was untouched, in fact when taking the pics, I left the felt etc on it, because I started having doubts. I realise I am lucky and the SA took the bag back no question and it was sold before I even left the shop.

Quite frankly, I feel I am allowed to change my mind be it a bar of soap - unused of course and a $10k bag. This is of course depends on the stores policy and you should just work within the rules.