Maintaining an H relationship

[papertiger]

Please focus on the title of this thread rather than each other, TY

If you find it very hard to ignore certain people, please feel free in adding them to your 'Ignore' list.

For advice on how to obtain a B/K/C please go to the reading room in the Reading Room The Newbie's HOW DO I GET A BIRKIN (or other bag) Reading Room

For advice on how to shop at your local store please do a search in Hermes Shopping sub-forum and look for your store/region/country.

 

[jourai27]

Just to clarify, in the one year that you've known your SA, you haven't purchased anything except the Rodeo? It is disappointing that she's been so unresponsive though. Perhaps when you do meet for your appointment you can address her previous unresponsiveness and can determine, together, what the best way to move forward is re: future communication, whether that's text, call, email, etc.

I've purchased a lot of things from her and could have spent more but each time when she said she placed an order for me, it doesn't seem to go through and I really don't want to chase after her constantly. We have in fact, spoke about the best way to communicate before but honestly doesn't seem to change much.

 

[jourai27]

I will go with the new Sa. I’ve experienced what you shared about your original Sa and it I’m afraid it’s the same tricks. Not giving us the time of day or assurances that they are able to get what we would like to buy, because they have more important clients to spend their time on. Then suddenly dangle a little popular item for us to buy to let us think we are still in their thoughts. The kind of long suffering patience and excuses we try to give H SAs for their bad behavior - why? We are all busy and have to handle a certain amount of stress in our daily lives. Covid or sales targets or whatever problems are no excuses for Sa poor behavior. We all spend good money and there is no need to patiently wait and wait and wait for a text or a bag.

Thank you! I really didn't want to come across as I'm so important or whatsoever that she has to give me a lot of attention but I just feel that I have been very patient for the last one year and I'm honestly tired.

 

[jourai27]

I would move on to the new SA and accept it for what it is. It’s sad and not acceptable that you’ve spent over a year waiting. I’d give your money to someone who wants/deserves it. A customer is a customer whether you’re spending 20k or 100k. I’m relatively new to H (began this year) and my SA isn’t very responsive; but l can say she came through for me on my birthday, and I really appreciate it, especially being such a new client. She’s still not responsive after the fact (which can be frustrating) bc there’s def more I want, and would love to buy. I’m not sure if it’s bc she has other clients that need attention or that she’s just busy and forgets. or if she thinks i’m not interested in anything else there bc I got my birkin, but it’s def not the case. I’d love to score rodeo, constance or kelly to go or a constance18, some houseware, and shoes. list goes on lol. Maybe it’s a good thing for my wallet still wish she’d text me back. I feel your pain, but not to your extent. The new SA seems to have made an effort so i’d stick w her! hoping you can snag what you want real soon!

Thanks! Honestly, there were so many events during the last year that we reached out to her. A push present, my birthday... Our anniversary and now, Christmas and even my husband's emails have gone unresponded.

 

[jourai27]

I’m also a little surprised that the new SA let the old SA know AND that the old SA told you all about it! Maybe they know each other and the new SA doesn’t want to step on the old one’s toes, especially if they are not sure whether you are going to completely switch or if you are just trying to get a Lindy and go back to old store? In any case, I don’t like how your old SA *told* you about it. Like some sort of “I know what you are trying to do...”. I guess given that there can be competition and cliques among SAs within the same store, maybe such things also exist between stores in the same city/close to each other...just like any other workplace...

I think it’s impossible to know exactly why one of them found the bag easier than the other, too many possibilities we will never know about...could be simple luck and timing and shipment arrival happened to work out, could be due to where the SAs happen to be at for their sales target, could be whether or not they have other clients asking for the same bag at this time, and maybe the new SA just tried extra hard to come through for you with the belief that this may help make you switch to them (complete guess obviously)...

Long digression aside, I think if I were you I would decide my next steps based on where my “sunken cost” so to speak stands with the old SA. For example, if I’m waiting for a bag offer and have already spent a healthy amount without seeing it, I would stick around a bit longer, remind them of my bag wishlist, and at the same time be very cautious about any further spending with them. Then see if the bag offer comes & re-evaluate based on how that worked out. If on the other hand there isn’t much spending with the old SA, I would make the switch.

In any case I would have a very firm and honest conversation with the old SA when I go in for that appointment. Obviously be polite and respectful, but I wouldn’t be scared to be direct and open about my frustrations and remind her of my wishlist and ask for expectations. If she continues to give me a run around and say oh it’s too difficult & some very vague and long time frame...I would likely switch to the new SA after this appointment. If she promises to try hard and come through and give me a resonanable timeline (like end of this year, December tends to be a month with more bags), give them a little bit more time and one more chance to see what happens.

Bestest of luck to you. Hope to hear a happy update some time!

Thank you for your thoughtful response! The 2 stores are in the same city and the new SA told me that because they know each other (though not familiar), she wants to give my old SA. A heads-up. In any case, it has been a little ridiculous. I honestly don't really care slot about the Rodeo and I'd much rather she be upfront with me. I have been nothing but extremely polite and respectful with her and sometimes makes me think that I'm wooing her!

After I emailed her (when she didn't respond to my text last week), I asked her if she'd consider my wish list then she asked me to provide my top 10 choices which seems like a lot but I guess it's to broaden the pool. She said she will try her best for me but honestly, I don't think she will come through for me. I guess I'm probably at this point where I'm pretty jaded since the last time she told me I'd need to wait a year for a Gold Lindy

 

[momoc]

Thank you for your thoughtful response! The 2 stores are in the same city and the new SA told me that because they know each other (though not familiar), she wants to give my old SA. A heads-up. In any case, it has been a little ridiculous. I honestly don't really care slot about the Rodeo and I'd much rather she be upfront with me. I have been nothing but extremely polite and respectful with her and sometimes makes me think that I'm wooing her!

After I emailed her (when she didn't respond to my text last week), I asked her if she'd consider my wish list then she asked me to provide my top 10 choices which seems like a lot but I guess it's to broaden the pool. She said she will try her best for me but honestly, I don't think she will come through for me. I guess I'm probably at this point where I'm pretty jaded since the last time she told me I'd need to wait a year for a Gold Lindy

Saw an earlier comment where you said the old SA placed an order so the new one called her to ask, that makes sense to me now & at least the positive here is that your old SA did place an order for you.

It really is sad how with H, spending your money can somehow be an unhappy and stressful experience when luxury shopping should have been all about enjoying and treating yourself. Yeah I would probably insist on a very reasonable response when I talk to her in person. If you come out still feeling like this I would say switch.

Is one year the length of the time you’ve been shopping with this SA & got a reasonable history & still no offer at all?

P.S. I would say no need to take the rodeo unless you actually want it & love it!

 

[jourai27]

Saw an earlier comment where you said the old SA placed an order so the new one called her to ask, that makes sense to me now & at least the positive here is that your old SA did place an order for you.

It really is sad how with H, spending your money can somehow be an unhappy and stressful experience when luxury shopping should have been all about enjoying and treating yourself. Yeah I would probably insist on a very reasonable response when I talk to her in person. If you come out still feeling like this I would say switch.

Is one year the length of the time you’ve been shopping with this SA & got a reasonable history & still no offer at all?

P.S. I would say no need to take the rodeo unless you actually want it & love it!

I've spent around $10k which I know might not be a lot compared to other VIP shoppers but it's difficult to spend more when the things she said she will order just doesn't materialize. And I definitely do not want to buy things just for the sake of increasing my spend with her. We met during Christmas last year when we randomly walked into the store and ended up buying a bracelet for her because she was the only person who greeted us even though we were in sweats!

And yes! This is such a different experience from my Chanel shopping which I've always enjoyed. My husband always joke that I should just not buy anything if it causes me dilemma like this (not very helpful).

When I sent her the email last week after my text went unresponded, she said that it was a technical error and she has already got their IT department to look into it. However, I've brought it up so many times to her and wished she has done something earlier. And even so, she could have responded to my husband's emails.

 

[mariatd]

Hi, I'm new to H (well new to focused profile spending, rather than a casual purchase here and there while on vacation) and have questions regarding online spend vs. in store spend. I understand that in store spend is better because it allows me to establish a relationship with my SA and she will get commission on my spend. I also think online spend does not count towards my 'quota', is that correct?

I like my SA, but she seems to encourage me to buy online. Last time I was in the store, I bought some RTW and scarves. There was one scarf I really wanted but she said they don't have it in the store and I can just go ahead and buy online. It's a $1200 scarf and I'd rather have it count towards my profile, etc. (not a twilly or something negligible, imo). I asked her if she could order it to the store and she said she'd just order it to my house and it doesn't matter to her and she repeated 'just click it online'. I found that rather odd and now I feel I'm putting her out if I ask her to order it to the store so I can get credit. Am I making too much out of this?

I also asked about a Roulis (she showed it to me on a previous visit but I was not ready to purchase - I need to think my handbag purchases through to make sure I'll actually wear it) and she just said 'sometimes we have it, sometimes we don't'. Again, I thought that was odd because I'd like to be notified when they do get one in the color I'm looking for. This was after she told me to go online and purchase so I wasn't going to pursue this further because I figured she'd tell me to buy it online. What are your guys' thoughts on this? Much appreciated.

In the US (west coast). Only one H store in my state.

 

[IronOak]

I've spent around $10k which I know might not be a lot compared to other VIP shoppers but it's difficult to spend more when the things she said she will order just doesn't materialize. And I definitely do not want to buy things just for the sake of increasing my spend with her. We met during Christmas last year when we randomly walked into the store and ended up buying a bracelet for her because she was the only person who greeted us even though we were in sweats!

And yes! This is such a different experience from my Chanel shopping which I've always enjoyed. My husband always joke that I should just not buy anything if it causes me dilemma like this (not very helpful).

When I sent her the email last week after my text went unresponded, she said that it was a technical error and she has already got their IT department to look into it. However, I've brought it up so many times to her and wished she has done something earlier. And even so, she could have responded to my husband's emails.

I don't have much to add but just sorry that you're having a tough time with the SAs. like someone said, it shouldn't be this difficult trying to spend your money...

 

[corgimom11]

Hi, I'm new to H (well new to focused profile spending, rather than a casual purchase here and there while on vacation) and have questions regarding online spend vs. in store spend. I understand that in store spend is better because it allows me to establish a relationship with my SA and she will get commission on my spend. I also think online spend does not count towards my 'quota', is that correct?

I like my SA, but she seems to encourage me to buy online. Last time I was in the store, I bought some RTW and scarves. There was one scarf I really wanted but she said they don't have it in the store and I can just go ahead and buy online. It's a $1200 scarf and I'd rather have it count towards my profile, etc. (not a twilly or something negligible, imo). I asked her if she could order it to the store and she said she'd just order it to my house and it doesn't matter to her and she repeated 'just click it online'. I found that rather odd and now I feel I'm putting her out if I ask her to order it to the store so I can get credit. Am I making too much out of this?

I also asked about a Roulis (she showed it to me on a previous visit but I was not ready to purchase - I need to think my handbag purchases through to make sure I'll actually wear it) and she just said 'sometimes we have it, sometimes we don't'. Again, I thought that was odd because I'd like to be notified when they do get one in the color I'm looking for. This was after she told me to go online and purchase so I wasn't going to pursue this further because I figured she'd tell me to buy it online. What are your guys' thoughts on this? Much appreciated.

In the US (west coast). Only one H store in my state.

While I won't comment on the underlying relationship building topics and/or online vs. in-store spend, as there are many others that are far more experienced than me related to that. I will say, as a client that is literally 1 year in with H as of this week, my personal experience was one that my store was hesitant to transfer and/or order items for me when I was new and establishing myself as a regular, repeatable client to the store. I would bring up something I saw online and my SA would just say "sorry, we don't have that at the moment." I always took that to mean that they would prefer that I purchase out of their store inventory. And of course w/ H, over time, I found other items in their store inventory that I wanted.

Shortly after a few more visits, and my first quota bag -- probably enough visits to realize that I wasn't going to disappear and I was going to continue coming to the store to shop, they became more open to transfers/orders for me. I suspect that the SAs have to spend quite a bit of time as well as vouch that you really will come back and buy the item and that's difficult to do for a fairly new customer. I would imagine it puts them in a bad spot if they do a transfer/order for you and you either do not come back into the store, or do not purchase it and I always chalked it up to that I was working to build trust with my SA so that they could do things like that for me in the future when I was new. Now that they have done a few transfers for me that I asked for and I purchase the items every time, they seem to not hesitate to propose it should something I am interested in could be acquired and brought in.

 

[olibelli]

I've purchased a lot of things from her and could have spent more but each time when she said she placed an order for me, it doesn't seem to go through and I really don't want to chase after her constantly. We have in fact, spoke about the best way to communicate before but honestly doesn't seem to change much.

That is so disappointing and I'm sorry that you are experiencing this. Luxury shopping should be fun and carefree. Given your $10K+ spend thus far, and the fact that she asked for your top 10, I really hope she does come through for you as December is a high inventory month and bags are more bountiful this month than others. I also hope a sincere talk with her to address her unresponsiveness goes well. Hoping to hear a happy update from you soon!

 

[Perja]

I've purchased a lot of things from her and could have spent more but each time when she said she placed an order for me, it doesn't seem to go through and I really don't want to chase after her constantly. We have in fact, spoke about the best way to communicate before but honestly doesn't seem to change much.

@jourai27, I feel for you! This happened to me when I returned to H after a very long hiatus. And TBH, feeling bad about any brand is not right. The emotional investment feels like abuse of power from the SAs part and I'd advise switching to the more responsive one (and their store).

Besides, from what I understand, your purchase history is in a centralized system (limited to the country at this time due to personal data regulations). From their iphone/ipad, they'll only see a limited number of months back, but in the back office, the whole she-bang shows up. My new SA (who actually bothered looking me up) told me this, and could tell exactly when I'd last changed the battery on my watch.

I've spent around $10k which I know might not be a lot compared to other VIP shoppers but it's difficult to spend more when the things she said she will order just doesn't materialize. And I definitely do not want to buy things just for the sake of increasing my spend with her. We met during Christmas last year when we randomly walked into the store and ended up buying a bracelet for her because she was the only person who greeted us even though we were in sweats!

And yes! This is such a different experience from my Chanel shopping which I've always enjoyed. My husband always joke that I should just not buy anything if it causes me dilemma like this (not very helpful).

When I sent her the email last week after my text went unresponded, she said that it was a technical error and she has already got their IT department to look into it. However, I've brought it up so many times to her and wished she has done something earlier. And even so, she could have responded to my husband's emails.

I get that you feel grateful because she helped you out once but you shouldn't feel like you're less VIP because you spend less. Nor should you be made to feel inferior in any way. Hermès may be the HG for many of us, in terms of craftsmanship and style, but as @QuelleFromage said in another post, albeit in a different context, "it's just a store." Customers, particularly at this time, are a valuable commodity and if the SA doesn't realize that, well, next.

After a couple unreturned calls and written messages, I'd change SAs politely but definitely. I've done this before and it's not been detrimental, despite being at a very competitive store.

PS: I've done the "technical glitch" email... especially when somebody puts me on the spot about not responding in a timely manner. If she got one email, she got 'em all.

 

[QuelleFromage]

Would appreciate some advice here! Please bear with me as it might be a rather long post. I posted a few months back about I was thinking of changing SA and store because of how unresponsive my original SA is even though she is super friendly when we meet in person. Despite me sending her texts or emails about the items I want, it often goes unresponded and I don't get the items. So when I contacted a new store about looking for a Lindy, she called me a few days later saying that the new store SA told her about my request and that she in fact, had placed an order for me (she never told me that and I've asked her several times). I asked for a Gold Lindy and she told me that the wait is possibly till next year because it's such a popular color. However, a month or so later, the new store SA told me that the Gold Lindy I wanted came in and I went ahead to buy from her.

So I have an item with my original SA that was being sent off for servicing and I checked with her on the status a few days ago. Once again, no response from her until I sent her an email and she then responded by saying that for some reason, she just wasn't able to reply to my texts...etc and she feel really bad that it made me feel like she's not responding. I told her I was glad that it's an misunderstanding and I wished we had spoke about it earlier. She then said that she had a rodeo that came in and asked me if I'm interested in it. I told her that I never thought about getting a charm until I have a bag (it's been a year and I still haven't gotten anything from her) but I'll buy the Rodeo anyway.

And instead of a charge send, I told her I'd like to go into store and speak to her as well so we have an appointment set up.

My dilemma right now is: When I got the Lindy from the new store/SA, I had wanted to change my home store. But right now, I'm not sure if I should continue my relationship with the original SA. It's just that she often make me feel like she doesn't really care then suddenly pop up with a small item and make it seem as though she does remember me. I'm meeting her in a few days and would like to make a decision then and would appreciate if anyone has any advice for me.

P.s: I really understand that the Covid situation has caused a lot of stress and the SAs are all trying their best. I've given her that benefit of doubt as well but it's just that if the new store can offer me a Lindy with no purchase history and her telling me that I'd have to wait till 2021 even though I have been shopping with her just makes me feel really disappointed.

TIA!

I'd keep up both relationships but focus on the new SA. The other one is just trying to keep you (after ignoring major life events). Let them compete. Right now, because most stores are appointment only, the REALLY big spenders are coming in and buying everything, making it harder for non VVVIPs. But.....as life normalizes (we all hope) these SAs will need loyal clients and frankly ANYONE who can spend 10K and then buy a Lindy is very valuable to any SA but the most senior with the celebrity/VVVIP clients.
See how your experience is with each for a while but I must say I like the one that just got you the Lindy without any huffing and puffing

 

[FleurDeSac]

After stalking these threads, I’m finally going to jump in with my question.
I’ve been a casual Hermes shopper for years and have never really tried to play the game, so to speak. This year, I finally felt comfortable enough (financially ready) to invest in their bags. I have a solid relationship with my SA but only email her when I'm eyeing something. Most recently, she had FSH ship some wine glasses that still had the plastic on the boxes! I've given her my bag preferences but my question is how often should I text/email her if I just want to check on a possible offer? I'm not looking to purchase anything until after the new year after a nice 4th quarter Hermes splurge

 

[jourai27]

So the old SA had an opening today and I went in earlier to speak with her. I didn't end up getting the rodeo as well but spent our time just talking about my frustrations and how we can move forward. The main points from our conversation are:

1. She had to step in as a AGM while her colleague is on maternity so she's doing operation stuff as well as sales so her time has been constrainted.

2. I told her I bought the Gold Lindy that the new store/SA offered and she said she's happy I did because it would be a long wait at her store.

3. We talked about communication and she said I feel that I'm not getting the Attention I want, she can transfer me to another colleague who is solely focused on sales. TBH, this was uncomfortable for me because it's as good as telling me that she doesn't want me as a client even though she kept iterating that she just wants me to feel valued and be happy. She also said that if I decide to move to a new store, she won't have any bad feelings about it.

4. We talked about getting a bag from my wishlist and I asked her for timeline. She basically said that it's unlikely for this month but she will try till the very end as shipments come in.

I'll check in with the new store SA and see what she says about my wishlist despite us having a fairly new relationship but that store, although bigger... Used to have more tourists than locals (and the opposite for the old store) so who knows? Maybe the new SA might fulfill my wish and allow me to be their loyal customer.

 

[Daosabao]

Thank you! I really didn't want to come across as I'm so important or whatsoever that she has to give me a lot of attention but I just feel that I have been very patient for the last one year and I'm honestly tired.

You are important! And I think you’ve been really nice and patient too. I get amazing, really amazing service from Chanel and Dior even if just browsing and they remember to text me and follow up. So I don’t make excuses for my H SA.. Our intuition is nearly always right and we do know in our hearts when we are treated poorly and it’s not like we are petty or self-important or anything like that.

I also saw one of your post below about your husband’s quip. Husbands can shed a lot of light on our situations haha. I have gotten a good number of quota bags in my (tortuous) H journey, and each bag is a hard-earned mile stone/anniversary gift. But my husband was never there with me once in store when buying the bag. He doesn’t enjoy the vibe from my current store (always too crowded and I’m always made to wait 30mins or more even if it’s my appointment time), and totally dislike my current Sa. He doesn’t understand all the nasty things I put up with from my Sa just to get a bag. My Sa had even told me point blank she has more super VVIPs to attend to first so I just have to suck it up and wait. Sometimes my husband’s comments make me feel very sad about myself.

I work with my current Sa as she had been able to get me the bags I want. But I’m have bought from resellers before when I was super mad with her and I am also shopping at other stores to find a nicer and better Sa. I am also at the point where I would buy what I want online or from resellers and only shop in store with any Sa when I really want to.

Enjoy your bag and purchases! Don’t bother too much abt SAs. I have also experienced SAs leaving before. The SA can be gone but the nice bags and things can bring us joy for a long time!