Hermes Return Policy (or: How to Curb Bad Behavior)
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I will tell you this - a no-return policy would virtually wipe out surprise H presents from DHs and DBFs! My DH will occasionally buy me H, with the expectation if it's dead wrong I'd exchange it. I'm sure a lot of guys feel that way... Whether they admit it or not!
Course there are some guys that plow forward and don't need the "exchange" safety net, but there's a bunch that don't know a Birkin from a Bolide!
Course there are some guys that plow forward and don't need the "exchange" safety net, but there's a bunch that don't know a Birkin from a Bolide!
, because I watch the reveal, am happy for the new owner and then pay it no mind, until I see the H in action, I then admire the whole look.
Many stores electronically track returns and do "cut-off" compulsive returners because it costs the retailer money and ultimately affects the company's bottom line. If a store notices that a customer is constantly returning items, the store has the right to refuse.
Now, I have to say that I've also have had two surprises in Hermes when the SA unwrapped the plastic on brand-new items. The first concers the Birkin I ordered. When we opened the box, the bag was crushed into the box!!! I was with another TPFer and you could see three jaws drop! I was with the same person another time and another SA bought out a Barenia/twill Gao and when we opened the bag up the ink that is on the outside of the air bags, which hold the shape of the bag during shipment, transferred to the inside fabric of the bag. I've purchased bags without the shrink wrap on them and they were perfectly fine. So, out of the plastic doesn't guarantee, for me, that I'm getting a perfect bag.
I believe that customers do have the right to refund or credit note. Without the customers' money, the store -- any business for that matter -- would not survive. (The customer is always right! rule -- as they are paying the money.) I agree that there are a few bad apples out there, but with computer technology and databases it is much harder for people to always return.
Sales reps must inspect the returned items for cookie crumbs or whatever and make sure the item is saleable. I can tell you that that Birkin wasn't!!!
I was also in the store when someone tried to return a bag once and the store went through a very detailed inspection.
I guess I'm saying that it wouldn't surprise me if Hermes stores are tracking returns on a client-by-client basis; they track what we buy. In the end it's up to the store, be it Hermes, to decide on their return policy and it's up to each of us to individually decide if we want to buy the item presented before us. In the end, we have the final decision.
Now, I have to say that I've also have had two surprises in Hermes when the SA unwrapped the plastic on brand-new items. The first concers the Birkin I ordered. When we opened the box, the bag was crushed into the box!!! I was with another TPFer and you could see three jaws drop! I was with the same person another time and another SA bought out a Barenia/twill Gao and when we opened the bag up the ink that is on the outside of the air bags, which hold the shape of the bag during shipment, transferred to the inside fabric of the bag. I've purchased bags without the shrink wrap on them and they were perfectly fine. So, out of the plastic doesn't guarantee, for me, that I'm getting a perfect bag.
I believe that customers do have the right to refund or credit note. Without the customers' money, the store -- any business for that matter -- would not survive. (The customer is always right! rule -- as they are paying the money.) I agree that there are a few bad apples out there, but with computer technology and databases it is much harder for people to always return.
Sales reps must inspect the returned items for cookie crumbs or whatever and make sure the item is saleable. I can tell you that that Birkin wasn't!!!
I was also in the store when someone tried to return a bag once and the store went through a very detailed inspection.
I guess I'm saying that it wouldn't surprise me if Hermes stores are tracking returns on a client-by-client basis; they track what we buy. In the end it's up to the store, be it Hermes, to decide on their return policy and it's up to each of us to individually decide if we want to buy the item presented before us. In the end, we have the final decision.
Agree with above
Although there have been exceptions. . . So maybe I shouldn't compare myself with above. . . I usually only return for defective merchandise and once, I exchanged a Dolce evening gown (planned to wear it to a destination wedding that I ended up not being able to go to because my H had surgery) for a dolce trench coat, but have to say, my dolce salesperson has known me and my shopping habits for since the mid-1990's. . . Also in maybe 1999, I returned a chanel jacket that pilled upon the first two wearings -- I took it back to my chanel salesperson (who I also knew for years) who suggested to me that I return it -- and not get it reblocked as it was defective. . . The one defective item I got from hermes was a breloque charm whose link had separated (maybe was loose) after 9 hours. . . I was originally fine with getting it repaired -- and waiting however many weeks, but then the manager proceeded to insist that I was at fault -- that I must have done something to it -- so I did insist and received a complete replacement.
Have to say, I did exchange a GM shawl, but it never left the box, the next day. . . because I decided that I preferred a more colorful coupons. . .
By the way, to me, a "reveal" constitutes "use." I hate serial returners -- I had a friend who used to buy and return as entertainment, and after awhile, I just couldn't stand it and stopped shopping with her -- that basically ended our shopping based friendship. . .
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The sisters: http://chronicle.augusta.com/stories/071403/biz_124-8116.shtml
Excerpt:
Nancy Singer, and her sister, who did not want to be identified, received a letter from the chain's corporate parent in May telling them they were no longer welcome in the stores.
"Given your history of excessive returns and your chronic unhappiness with our services, we have decided that this is the best way to avoid any future problems with you and your sister," wrote David E. Sherer, vice president of loss prevention at Value City Department Stores of Columbus, Ohio.
Singer and her sister acknowledge they have returned many items, occasionally complained about the service and had a few incidents with managers, the Boston Sunday Globe reported. But, they said, their actions have never been excessive.
"The sales staff is always telling you to go ahead and buy it, and return it if it doesn't fit or look right," Singer said.
James McGrady, chief financial officer at Value City, said customer bans are "extremely rare," but said the sisters had returned an "incredible" number of items. Sales associates spent too much time handling the returns and complaints of the two sisters, he said.
"There comes a point in time when you say enough is enough on both sides," he said.
Excerpt:
Nancy Singer, and her sister, who did not want to be identified, received a letter from the chain's corporate parent in May telling them they were no longer welcome in the stores.
"Given your history of excessive returns and your chronic unhappiness with our services, we have decided that this is the best way to avoid any future problems with you and your sister," wrote David E. Sherer, vice president of loss prevention at Value City Department Stores of Columbus, Ohio.
Singer and her sister acknowledge they have returned many items, occasionally complained about the service and had a few incidents with managers, the Boston Sunday Globe reported. But, they said, their actions have never been excessive.
"The sales staff is always telling you to go ahead and buy it, and return it if it doesn't fit or look right," Singer said.
James McGrady, chief financial officer at Value City, said customer bans are "extremely rare," but said the sisters had returned an "incredible" number of items. Sales associates spent too much time handling the returns and complaints of the two sisters, he said.
"There comes a point in time when you say enough is enough on both sides," he said.
LOL...
You are such a fount of knowledge, beaumonde! Thanks for posting all these juicy articles
There are some excellent points here, I agree that the SA's need to inspect items carefully before accepting returns and that if found defective should never find their way back to the shelves. I myself do not like to return things, I am usually pretty decisive about what I want. Too much hassle. But it is good to that they have a return policy. It is very difficult to inspect items when you are in the store because of all the excitement so only when you get home can you truly see every nook and cranny of the product. I once bought a constance and when I got home found that there was a crack on the leather of the handle, called the SA immediately but since I have clinics the next few days, I can not go to the store immediately, so back to the box it went right away. I like that I have a few days to return it otherwise I would be stuck with a defective item. And you know what, I saw the bag on the shelf a few weeks after.
Lyanna, don't think I should have quoted you -- since I then went on to list the exceptions. . .
Sammyjoe, I don;t have any issue with you taking pics that then helped you realize the hardware was not for you. . . to me that is worlds apart -- very different from the malicious intent reveal. . . of serial shoppers who have no intention of keeping 90% of the things they buy. . .
I get agitated if people take things to the fitting room and treat them disrespectfully -- I always make sure I am not wearing any makeup if things have to go near my head and hang things up as I go. . .
Returns are easier if you know your sa and she knows you. . . that's how they know to tell me, don;t buy that 15th pair of black ___ or that item is just like the one you have from year ___. . . They also know that I wouldn't just frivolously buy. . .
I also think being stern with yourself -- not allowing yourself to return for buyer's remorse is a good discipline. . .
okay, better stop while I am ahead. . .
Thanks for starting the thread -- its fascinating !
Sammyjoe, I don;t have any issue with you taking pics that then helped you realize the hardware was not for you. . . to me that is worlds apart -- very different from the malicious intent reveal. . . of serial shoppers who have no intention of keeping 90% of the things they buy. . .
I get agitated if people take things to the fitting room and treat them disrespectfully -- I always make sure I am not wearing any makeup if things have to go near my head and hang things up as I go. . .
Returns are easier if you know your sa and she knows you. . . that's how they know to tell me, don;t buy that 15th pair of black ___ or that item is just like the one you have from year ___. . . They also know that I wouldn't just frivolously buy. . .
I also think being stern with yourself -- not allowing yourself to return for buyer's remorse is a good discipline. . .
okay, better stop while I am ahead. . .
Thanks for starting the thread -- its fascinating !
I
you 880, but oooh, I disagree. Especially in today's economy, I do not have the luxury of keeping mistakes----my discretionary income is simply too low, now.
[Having said that, however, I would never qualify as a serial shopper or serial returner. And, I would never actually use anything I return.]
Completely off-topic, but I remember how freaked out I was the first time I was at Uniqlo in Tokyo and the saleslady put a paper mask over my head before I went into the fitting room.
I am sorry BM, but I find that so funny!!!!
in Karen Millen, they used to provide scarves to be used for trying things on.- Status