Hermes Tokyo

[papertiger]

So there is less confusion, I have edited the name of this thread from the general, to be more city H-store specific

For buying H in Japan more generally: https://forum.purseblog.com/threads/h-good-avail-in-japan-only-help-recommendations.736937/page-152

 

[leatherlover_]

just checked my receipt...for the shoes i got were 10% tax, but depends where you make the purchase. If the H store uses a 3rd party to process, there's admin fee, i.e. if you buy inside Isetan. My Omotesando purchase was charged at retail price without tax, so full 10%. From my Feb visit, all bags, twillies, RTWs, SLGs, shoes purchases were difficult, let alone QBs. They only had 1 men's tote available for sale, everything else were display only.

Thank you so much for this! I guess I'll just try to pray for my luck! Last year, I asked in this forum if it's easy to get a classic flap in Singapore and a lot said that it was close to impossible, but I got offered one in the leather, size, and color I like, except the hardware but I was okay with it. I'll pray for the same experience with Hermes.

Btw, do you have any idea how much the B25 and B30 go for nowadays in Japan? I heard there was an increase.

 

[diamond_lover]

Tried my luck today. Got to Hermes Ginza a little before 9am and was #2 on line. I was shocked that there was someone on line already. This person was paid to wait on line by a couple - saw them give her a wad of cash and switch places. The person behind me (#3) didn’t show up until 9:30am.

An Hermes associate came out around 10:55am and announced that they have no Kelly or Birkin for sale. When I got to the 4th floor for leather goods, the woman ahead of me was informed that they only had an evelyne 29 in gold and a giant black hac birkin available. She decided to try on the evelyne. I didn’t go for any of these and asked about wallets. I was shown a picture of 2 (calvi and a square zipper one). Left quickly after that.

After lunch, stopped by Hermes Takashimaya and asked about wallets. The sales associate literally opened a drawer that was empty to show me and said we have nothing… I laughed because he could’ve just said it instead of doing that. Later in the afternoon, stopped by Hermes Omotesando but it was closed for the public and they had VIPs inside shopping.

Seems like inventory is pretty much non existent for bags and even wallets. Not sure if it is even worth waiting early on line anymore in Tokyo.

 

[excalibur]

Tried my luck today. Got to Hermes Ginza a little before 9am and was #2 on line. I was shocked that there was someone on line already. This person was paid to wait on line by a couple - saw them give her a wad of cash and switch places. The person behind me (#3) didn’t show up until 9:30am.

An Hermes associate came out around 10:55am and announced that they have no Kelly or Birkin for sale. When I got to the 4th floor for leather goods, the woman ahead of me was informed that they only had an evelyne 29 in gold and a giant black hac birkin available. She decided to try on the evelyne. I didn’t go for any of these and asked about wallets. I was shown a picture of 2 (calvi and a square zipper one). Left quickly after that.

After lunch, stopped by Hermes Takashimaya and asked about wallets. The sales associate literally opened a drawer that was empty to show me and said we have nothing… I laughed because he could’ve just said it instead of doing that. Later in the afternoon, stopped by Hermes Omotesando but it was closed for the public and they had VIPs inside shopping.

Seems like inventory is pretty much non existent for bags and even wallets. Not sure if it is even worth waiting early on line anymore in Tokyo.

Things have changed in Japan. Bags are no longer available to non-locals

 

[tartufopluto]

Thank you so much for this! I guess I'll just try to pray for my luck! Last year, I asked in this forum if it's easy to get a classic flap in Singapore and a lot said that it was close to impossible, but I got offered one in the leather, size, and color I like, except the hardware but I was okay with it. I'll pray for the same experience with Hermes.

Btw, do you have any idea how much the B25 and B30 go for nowadays in Japan? I heard there was an increase.

someone just updated a bunch of JPY prices on the forum today. you can go check it out.

 

[honhon]

I just wanted to share a horrible customer service in Tokyo, and wanted to know if anyone was treated like this. I walked into a H boutique in Tokyo, wanting to exchange an item was purchased in Paris boutique few weeks ago. I brought with myself the item, still in tact in an orange box with the original receipt and my credit card sales receipt as well. I asked a SA to help me with this and the first reply from her was that 2 SAs must examine an item to see if it is in an exchangeable condition. I was taken back, just a little bit, because was she assuming that I wore an item and asking for an exchange? Well, I said fair enough, and off she went to the back of boutique. I waited for at least 20 min and she came out, apologetically told me that they had to verify that this item was purchased at the boutique in Paris. I asked her back if she was insinuating that I have brought an item that was not purchased at H boutique to be exchanged? With a forged receipt then, assuringly. She went to get a male SA and he explained the same story that they had to physically discuss with Paris boutique to see if this particular purchase did exist.
He insisted that this practice was global. I never had such experience, not that I have a lot of exchanges but a few, and I never had been treated like this.

Later on through the email correspondence I learned that the item's history involved a tag from another third country and the item was exchanged in Paris and I happened to purchase it.

The exchange is still on hold. Tokyo customer service insists to get a hold of Paris boutique SA to verify about this 'tag'. I honestly don't care about its history and it is H stock management problem? I just want a swift exchange and a correct customer service. Probably also an apology of being accused as a person who would bring a fake item to be exchanged at the boutique.

Any of you experienced such a horrid treatment at H boutique?

 

[lilflobowl]

I just wanted to share a horrible customer service in Tokyo, and wanted to know if anyone was treated like this. I walked into a H boutique in Tokyo, wanting to exchange an item was purchased in Paris boutique few weeks ago. I brought with myself the item, still in tact in the box with the original receipt and my credit cart receipt as well. I asked a SA to handle this and the first reply was that 2 SAs must examine an item to see if it is in an exchangeable condition. I was taken back with this, just a little bit, because she was assuming that I wore an item and I brought it to be exchanged? I said fair enough, and off she went to the back of boutique. I waited for at least 20 min and she came out, apologetically told me that they had to verify that this item was purchased at the boutique in Paris. I asked her back if she was insinuating that I have brought an item that was not purchased at H boutique to be exchanged? With a forged receipt then, assuringly. She went to get a male SA and he explained the same story that they had to physically discuss with Paris boutique to see if this particular purchase did exist.

This doesn’t sound like a horrible experience; they’re practicing due diligence which is likely corporate-mandated. Were they impolite about it at any point?

Imagine how many times this has happened before with other customers. People make purchases overseas, return and try to get credit notes of a higher, local value. It does amount to a lot of money so their being cautious sounds perfectly reasonable to me.

 

[honhon]

This doesn’t sound like a horrible experience; they’re practicing due diligence which is likely corporate-mandated. Were they impolite about it at any point?

Imagine how many times this has happened before with other customers. People make purchases overseas, return and try to get credit notes of a higher, local value. It does amount to a lot of money so their being cautious sounds perfectly reasonable to me.

They chose their words, but they were suspicious of me. They were sending me a clear message that I have brought in a fake item with a fake receipt and asking for an exchange to a genuine item.

 

[usako1973]

I just wanted to share a horrible customer service in Tokyo, and wanted to know if anyone was treated like this. I walked into a H boutique in Tokyo, wanting to exchange an item was purchased in Paris boutique few weeks ago. I brought with myself the item, still in tact in an orange box with the original receipt and my credit card sales receipt as well. I asked a SA to help me with this and the first reply from her was that 2 SAs must examine an item to see if it is in an exchangeable condition. I was taken back, just a little bit, because was she assuming that I wore an item and asking for an exchange? Well, I said fair enough, and off she went to the back of boutique. I waited for at least 20 min and she came out, apologetically told me that they had to verify that this item was purchased at the boutique in Paris. I asked her back if she was insinuating that I have brought an item that was not purchased at H boutique to be exchanged? With a forged receipt then, assuringly. She went to get a male SA and he explained the same story that they had to physically discuss with Paris boutique to see if this particular purchase did exist.
He insisted that this practice was global. I never had such experience, not that I have a lot of exchanges but a few, and I never had been treated like this.

Later on through the email correspondence I learned that the item's history involved a tag from another third country and the item was exchanged in Paris and I happened to purchase it.

The exchange is still on hold. Tokyo customer service insists to get a hold of Paris boutique SA to verify about this 'tag'. I honestly don't care about its history and it is H stock management problem? I just want a swift exchange and a correct customer service. Probably also an apology of being accused as a person who would bring a fake item to be exchanged at the boutique.

Any of you experienced such a horrid treatment at H boutique?

I have asked for an exchange of a bracelet (wasn't available at my usual store, bought and had it sent from different store to my home, to find it was too big) at a H boutique in Tokyo. They had me bring in every single thing that was in the shipping box, and was checked in front of me by several staff. (It didn't feel like anything explicitly rude or suspicious behavior, but just customary procedure to me) They then stamped the past receipt, and changed it to a smaller bracelet.

I don't think what they did was anything that was overtly critical of you, but just standard procedure. I would honestly be worried if they didn't thorougly check the items, because it would again be circulated and sold to someone else.

But I would also add that returning/exchanging items is not a regular occurence in Japan compared to other countries IMHO, and for that reason I think the cultural rules for returning items here is stricter, and staff might be more wary about those transactions. I've been told they would not let me return the item if I even forgot the paper bag that it came in.
But that isn't just about Hermes, I think it's a somewhat normal interaction I've experienced, especially when you're talking about luxury items in Japan.

 

[michelle1109]

Hello! We are planning a trip to Tokyo later this year and I was wondering if anyone has experience with the availability of larger sizes of shoes at the boutiques? I usually wear 39 or 40. Thanks!

 

[tartufopluto]

Hello! We are planning a trip to Tokyo later this year and I was wondering if anyone has experience with the availability of larger sizes of shoes at the boutiques? I usually wear 39 or 40. Thanks!

My friend & I went in Feb. I'm size 34.5/35 and she's 39.5/40. Depends on which style you are looking for. I had some luck with heels; but my friend, not so much. She was looking at loafers, bouncing sneakers in various colours, and oran. Only managed to get a pair of Oran in 39.5. Selections in general were very limited back then. Not sure if it has improved since then. oh, and don't be fooled by the availability online. Those are straightly online & can't order it to be shipped to store for pick-up like in North America.

 

[lilbabypinkstar]

Queued several times at Hermes Ginza to actually be number 1 in the leather queue.

Anyone has similar experiences to share? I must say it was quite interesting and fun!

My learnings:

1. To get number one, be prepared to queue for at least 3-4 hours

2. Never drink or eat anything before starting to queue or you will feel like giving up if you have to go to the toilet lol

3. Depending on the day, if the queue is too long, the manager will come out to show all the bags available on an iPad and people will drop out of the queue if they don’t like what they see

4. The first in line gets the first pick of all items and can buy multiple items. Only when done, does the queue number move to the next person

5. Foreigners and locals are treated alike and fairly, they told me that their concept that there is this system that aims to be fairer for all

6. Throughout the day there will also be bag shipments, but it will come out randomly. There is no guarantee they will also last through the day due to high demand

7. Dressing up or looking better for the Hermes queuing does not give you any better chances. It is all based on this queue system if you want a walk in purchase. SA relationship purchases would probably fall into their own process

8. You can ask to see and touch any bag in the avail list once it is your turn. Take your time, you earned it!

 

[880]

I have asked for an exchange of a bracelet (wasn't available at my usual store, bought and had it sent from different store to my home, to find it was too big) at a H boutique in Tokyo. They had me bring in every single thing that was in the shipping box, and was checked in front of me by several staff. (It didn't feel like anything explicitly rude or suspicious behavior, but just customary procedure to me) They then stamped the past receipt, and changed it to a smaller bracelet.

I don't think what they did was anything that was overtly critical of you, but just standard procedure. I would honestly be worried if they didn't thorougly check the items, because it would again be circulated and sold to someone else.

But I would also add that returning/exchanging items is not a regular occurence in Japan compared to other countries IMHO, and for that reason I think the cultural rules for returning items here is stricter, and staff might be more wary about those transactions. I've been told they would not let me return the item if I even forgot the paper bag that it came in.
But that isn't just about Hermes, I think it's a somewhat normal interaction I've experienced, especially when you're talking about luxury items in Japan.

Agree with above. Simply sounds like the way exchanges are handled in Japan.

@honhon , it sounds from your original post that the first SA was apologetic; the second SA explained the general policy; and, that they had to check with the Paris Store personally bc the item unfortunately involved a tag from a third country.

I would not take their adherence to procedure as any accusation of forgery. Even if the recipient store is unable to exchange due to the third party tag (which is certainly not your fault), I would still not feel that the store was accusing me of anything base on what you have narrated.

i am sorry this happened to you. I rarely ever return items, and then would only do so to the original store/SA. I am also not very familiar with chargebacks. But, if you have purchased with Amex, is it possible for you to contact customer service to see if a return can be effected/sent to the original location, and your card reimbursed? If H policy is to allow global returns and your countries store is refusing to process, perhaps Amex can help.

 

[ekbright]

Queued several times at Hermes Ginza to actually be number 1 in the leather queue.

Anyone has similar experiences to share? I must say it was quite interesting and fun!

My learnings:

1. To get number one, be prepared to queue for at least 3-4 hours

2. Never drink or eat anything before starting to queue or you will feel like giving up if you have to go to the toilet lol

3. Depending on the day, if the queue is too long, the manager will come out to show all the bags available on an iPad and people will drop out of the queue if they don’t like what they see

4. The first in line gets the first pick of all items and can buy multiple items. Only when done, does the queue number move to the next person

5. Foreigners and locals are treated alike and fairly, they told me that their concept that there is this system that aims to be fairer for all

6. Throughout the day there will also be bag shipments, but it will come out randomly. There is no guarantee they will also last through the day due to high demand

7. Dressing up or looking better for the Hermes queuing does not give you any better chances. It is all based on this queue system if you want a walk in purchase. SA relationship purchases would probably fall into their own process

8. You can ask to see and touch any bag in the avail list once it is your turn. Take your time, you earned it!

View attachment 5790615

Did you end up getting anything?

 

[yuzulife]

I have asked for an exchange of a bracelet (wasn't available at my usual store, bought and had it sent from different store to my home, to find it was too big) at a H boutique in Tokyo. They had me bring in every single thing that was in the shipping box, and was checked in front of me by several staff. (It didn't feel like anything explicitly rude or suspicious behavior, but just customary procedure to me) They then stamped the past receipt, and changed it to a smaller bracelet.

I don't think what they did was anything that was overtly critical of you, but just standard procedure. I would honestly be worried if they didn't thorougly check the items, because it would again be circulated and sold to someone else.

But I would also add that returning/exchanging items is not a regular occurence in Japan compared to other countries IMHO, and for that reason I think the cultural rules for returning items here is stricter, and staff might be more wary about those transactions. I've been told they would not let me return the item if I even forgot the paper bag that it came in.
But that isn't just about Hermes, I think it's a somewhat normal interaction I've experienced, especially when you're talking about luxury items in Japan.

I can confirm that returning items in Japan is not the norm. So the fact that they were performing due diligence and explaining would be good customer service to me. With that being said though, we are all coming from different places and have different expectations and experiences.

@honhon My sympathies as it must not feel good. I hope that this resolves soon.

 

[lilbabypinkstar]

Did you end up getting anything?

I did, I actually left with 3 items in one of those days. 2 little wallets as gifts for family and 1 mini2424, guess I was lucky.

There were some days they took out only garden party or picotin which was more the norm. I knew this because I still went daily to look around for fun.

I have not heard of anyone leaving with B K C yet but would be keen to know if anyone had such experience.