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.

 

[momoc]

I wonder if we should have a new pinned comment with a list of the really helpful posts in this thread (in additional to the current text). We do seem to get a lot of repeated questions and a 240 page thread is not the easiest thing to navigate if you are not search savvy or have lots of patience...

 

[maxroxxherhandbags]

I get it. I’m just suggesting not to take it so personally. We’ve been hearing these types of things from clients with SAs all over the world these past few months. I’m not saying it’s fun, but it’s not personal. Many SAs also seem to think that they don’t need to communicate unless they have a “yes” answer. I’m not sure if its something H corporate pushes or if they just don’t have the time (literally hundreds of clients and like what, 20 hrs/week with access to their phones while also assisting customers in store?) or just hate giving bad news all day long. And they can’t “order” items that don’t exist in the country. They can potentially pull them from other stores (if the other store is willing...sometimes takes extended bargaining/approvals), but if no store has it, it’s often impossible, or at least extremely inconvenient, to order a fresh one from Paris. Many items listed on the website, especially in homewares and jewelry, are actually back ordered by months. I feel like they are assessing demand before kicking off production again. This is much easier for the website to do than the SAs. Heck, I myself have requested around 15 different non- bag, normal stock items over the past couple of months and my SA has only been able to find four of them (with two still being transferred so...question mark...). It’s kind of just how things currently are, imo. But if it’s not for you, I can’t blame you and would say go to resale. I do think we will get back to normal eventually though.

I dont work for Hermes but I'm In the SA position with many clients requesting multiple items from international brands to ship to them.
Like the Hermes SA I'm only working odd days (though I do have my assistant on the other team in on days I'm off but sometimes its easier to deal with everything myself remotely on my days out of office than delegate tbh) as are the SA's I'm dealing with for some of the items I need.
There are many delays in shipments and transfers at the moment from Europe due to Covid and often clients have to wait longer than I would like to receive things-I always try to keep them updated but that doesn't stop some of them giving me a nudge to ask about items they've requested.
I think most SA are working as hard as they can to keep clients happy and dont go radio silent for any reason other than they are inundated and not actually receiving the stock to fulfil all requests.
The boutiques and stores all have sales targets and I'm sure they want to meet those targets as much as the clients want to receive their goods But so much inventory is low at the moment because of the supply chain being affected due to the pandemic
this seems to be happening across all the brands not just Hermes.

 

[erinrose]

xx

 

[WhiteBus]

You appear to have had a successful partnership with your previous SA.
So why do you need tips?
Just behave in the same way.

This situation is why it is important to be known and liked by other SAs in a store.
SAs can leave a store at any time and for any reason; SAs can leave a customer in the lurch at any time and for any reason.

 

[HBfan81]

Question 1: take a look at this comment https://forum.purseblog.com/threads/maintaining-a-h-relationship.156549/page-229#post-34310029

Question 2: depends on the country, store and even the SA style. My SA just knows my general personal preferences & checks with me periodically (i.e. "which bag would you be looking for next?" when I visit, "hey we will be getting this bag, feels like you may like it, would you?"), I've not had an official wishlist written down for quite some time now (I did when I first met her).

It does sound like that in countries where you are allowed to purely wait they put more restrictions and you can only be on the waitlist for about one thing at a time.

Thanks, you are super nice! And also seems you have long time relationship with your SA and she knows you well. Hope someday I can build something like that.
Best

 

[sf_newyorker]

I’ll add my thoughts concerning what appears to be the lack of response from SAs, and from the perspective of a client shopping in NYC.

Because the SAs are split into 2 or 3 teams, they are on site perhaps 2, 3, or 4 days per week and alternate weekends. On the days they work remotely they are allowed their work mobiles. So they can receive texts and emails. What they don’t have access to is information about inventory - this can only be accessed on location. Likely a majority of the client communication received are about inventory. Pair this with non-inventory correspondence and the pressure of prepping for the appointments, things can be missed and texts or emails may not be returned. I adore my SA, she’s been able to get me almost every item I’ve requested. But she has missed returning my emails/texts a few times since the boutique reopened last summer.

And again I can only speak from my experience at my boutique (Meatpacking NYC) - the SAs are committed and want to please their clients. My SA has mentioned that to alleviate some of the stress, she (and others) wants to go in on days the location is closed so she can gather whatever up to date inventory information available to assist her on days she works remotely. They do want to respond to clients with substantive information.

 

[olibelli]

I’ll add my thoughts concerning what appears to be the lack of response from SAs, and from the perspective of a client shopping in NYC.

Because the SAs are split into 2 or 3 teams, they are on site perhaps 2, 3, or 4 days per week and alternate weekends. On the days they work remotely they are allowed their work mobiles. So they can receive texts and emails. What they don’t have access to is information about inventory - this can only be accessed on location. Likely a majority of the client communication received are about inventory. Pair this with non-inventory correspondence and the pressure of prepping for the appointments, things can be missed and texts or emails may not be returned. I adore my SA, she’s been able to get me almost every item I’ve requested. But she has missed returning my emails/texts a few times since the boutique reopened last summer.

And again I can only speak from my experience at my boutique (Meatpacking NYC) - the SAs are committed and want to please their clients. My SA has mentioned that to alleviate some of the stress, she (and others) wants to go in on days the location is closed so she can gather whatever up to date inventory information available to assist her on days she works remotely. They do want to respond to clients with substantive information.

Adding to this - inventory is low and transfers are incurring unforeseen delays, i.e. I ordered 10+ 6 weeks ago and only 70% of my items have arrived (and just last week!), despite the other 30% having been approved as transfers that were requested on the same day. It seems like despite the approval, there is no movement regardless of continued follow-up on my SA's part as it's dependent on the store that is shipping.

Echoing what @sf_newyorker said above, SAs are venturing into the stores even if it is a designated WFH day in order to attend to inventory-related questions; in fact, several times over the last few weeks, my SA has texted me at 9PM indicating that she and the rest of the team are still at the store responding to requests. Please be patient and compassionate during these unique circumstances

 

[Winiebean]

Adding to this - inventory is low and transfers are incurring unforeseen delays, i.e. I ordered 10+ 6 weeks ago and only 70% of my items have arrived (and just last week!), despite the other 30% having been approved as transfers that were requested on the same day. It seems like despite the approval, there is no movement regardless of continued follow-up on my SA's part as it's dependent on the store that is shipping.

Echoing what @sf_newyorker said above, SAs are venturing into the stores even if it is a designated WFH day in order to attend to inventory-related questions; in fact, several times over the last few weeks, my SA has texted me at 9PM indicating that she and the rest of the team are still at the store responding to requests. Please be patient and compassionate during these unique circumstances

i’m a front line worker (epidemiologist) and scientist in a pharmaceutical laboratory. if anyone has had to be ‘patient and compassionate’ during these trying times, it’s me. i’ve worked long crazy hours and h was the only escape from reality i’ve had. i became engaged right before the pandemic hit and also had to put that on the back burner which was in addition to my work stress was a huge disappointment. i’ve seen this pandemic affect a lot of people and h has literally been my only thing to look forward to and make me happy. if anyone has had to understand how difficult it’s been, it’s me. i’m fairly new to h and thus put the question out there. so please don’t act like you think you know anything about me as if i’m not understanding. thank you.

 

[olibelli]

i’m a front line worker (epidemiologist) and scientist in a pharmaceutical laboratory. if anyone has had to be ‘patient and compassionate’ during these trying times, it’s me. i’ve worked long crazy hours and h was the only escape from reality i’ve had. i became engaged right before the pandemic hit and also had to put that on the back burner which was in addition to my work stress was a huge disappointment. i’ve seen this pandemic affect a lot of people and h has literally been my only thing to look forward to and make me happy. if anyone has had to understand how difficult it’s been, it’s me. i’m fairly new to h and thus put the question out there. so please don’t act like you think you know anything about me as if i’m not understanding. thank you.

Hi there - thank you for everything you have done during the pandemic and sorry that your wedding plans are delayed; however, my message was not directed at you. In fact, I did not even quote you.

I was simply providing additional information on top of intel that was already made available by the poster I quoted as I shop in the same city. My message was simply intended to provide supplemental insight for others that are curious about SA unresponsiveness during this time.

I do hope the items you have requested find their way to you soon so that you may find the solace you seek.

 

[Dr_JL]

Hi all, sorry in advance for the super long post. i’m fairly new to H and in need of advice. My first visit was last year i went in and bought a few items in my first visit (picotin, oran’s, twilly, farandole necklace) i made them well aware of what i was looking for (a grey birkin - i’m very persistent) and they got me a grey birkin for my 35th bday a monthish later. i was super happy and shocked they got it for me tbh. but i’ve literally texted SA almost every month since last august (for items she said she’d order me during august visit, then in october no response, then nov no response, dec with a response two weeks later that she could ship me some shoes which frustrated me that’s all she could get esp during the holiday, then jan- she said she’d order my list (avalon pillow and some homeware dishes ) and i’ve followed up three times since then) does stuff take awhile to come in? is it this store? she said it takes ~2 days to come in and that she’d follow up with me but still hasn’t and it’s been over a month. i’m not sure whether it’s hermes in general or this store? i’m starting to give up wanting to shop there anymore. there’s def other things i want C18/CTG, another B or a K but i feel like they don’t care about my money or business. i live 2 hrs away and so i would like to buy a lot of the items i’m looking for if i’m making the trip. i’m willing to spend money, been eyeing jewelry and homewares but starting to lose confidence in their reliability. do SAs normally act this way ? sorry for the long message. there’s still plenty of things i want from H so so i’m not sure how to proceed. i’ve bought a few things from H.com over the passed few months and preloved. I want to give her the credit for purchases and i thought the delay over the holidays was bc she was busy that’s why i tried again last month hoping the rush died down. it’s just frustrating bc i’m a client too. it makes me consider preloved route ( even though i’d prefer not to go there) any suggestions? I’ve also been avoiding going up there bc of coronavirus, but i’m getting my second vaccine next week and was hoping/wanting to plan a trip up there to go to H and check out a VC bracelet i’ve been eyeing for awhile. should i even have confidence that she would get me something i’m looking for after all this? she did get me the B i wanted and i greatly appreciate it. i don’t know what to do. again, sorry for the long post. thanks J

I get it. I’m just suggesting not to take it so personally. We’ve been hearing these types of things from clients with SAs all over the world these past few months. I’m not saying it’s fun, but it’s not personal. Many SAs also seem to think that they don’t need to communicate unless they have a “yes” answer. I’m not sure if its something H corporate pushes or if they just don’t have the time (literally hundreds of clients and like what, 20 hrs/week with access to their phones while also assisting customers in store?) or just hate giving bad news all day long. And they can’t “order” items that don’t exist in the country. They can potentially pull them from other stores (if the other store is willing...sometimes takes extended bargaining/approvals), but if no store has it, it’s often impossible, or at least extremely inconvenient, to order a fresh one from Paris. Many items listed on the website, especially in homewares and jewelry, are actually back ordered by months. I feel like they are assessing demand before kicking off production again. This is much easier for the website to do than the SAs. Heck, I myself have requested around 15 different non- bag, normal stock items over the past couple of months and my SA has only been able to find four of them (with two still being transferred so...question mark...). It’s kind of just how things currently are, imo. But if it’s not for you, I can’t blame you and would say go to resale. I do think we will get back to normal eventually though.

Adding to this - inventory is low and transfers are incurring unforeseen delays, i.e. I ordered 10+ 6 weeks ago and only 70% of my items have arrived (and just last week!), despite the other 30% having been approved as transfers that were requested on the same day. It seems like despite the approval, there is no movement regardless of continued follow-up on my SA's part as it's dependent on the store that is shipping.

Echoing what @sf_newyorker said above, SAs are venturing into the stores even if it is a designated WFH day in order to attend to inventory-related questions; in fact, several times over the last few weeks, my SA has texted me at 9PM indicating that she and the rest of the team are still at the store responding to requests. Please be patient and compassionate during these unique circumstances

Agree with the rest. I think it's the same situation almost globally.

I too have ordered some homeware from my home store located in Asia since early Dec'20 and have even paid a deposit for them. They have not arrive till now and it's almost 2.5months. I think there are inventory shortages which might be due to pandemic situation.

I'm guessing despite the pandemic, maybe H is getting more volume as many people might be channeling their holiday funds into luxury items (?) Hopefully the pandemic situation improves and global supply chain gets back to normal again. For now, I just tell myself to patiently wait for my homeware and other items I've been placing deposits on for the past weeks.

 

[HAllDay]

With all these posts about the pandemic really affecting the supply chain and customer service as of late, I would love to hear from experienced H lovers what a typical buying experience would be like before the pandemic started? It sounds like there was way more stock of everything including bkc? Things shipped quickly? Things transferred in in a timely manner? And were SAs more responsive back then? Just very curious to know what it used of be like. Maybe a picture of what we can look forward to once life goes back to “normal.”

 

[Babypooh777]

Hi all, sorry in advance for the super long post. i’m fairly new to H and in need of advice. My first visit was last year i went in and bought a few items in my first visit (picotin, oran’s, twilly, farandole necklace) i made them well aware of what i was looking for (a grey birkin - i’m very persistent) and they got me a grey birkin for my 35th bday a monthish later. i was super happy and shocked they got it for me tbh. but i’ve literally texted SA almost every month since last august (for items she said she’d order me during august visit, then in october no response, then nov no response, dec with a response two weeks later that she could ship me some shoes which frustrated me that’s all she could get esp during the holiday, then jan- she said she’d order my list (avalon pillow and some homeware dishes ) and i’ve followed up three times since then) does stuff take awhile to come in? is it this store? she said it takes ~2 days to come in and that she’d follow up with me but still hasn’t and it’s been over a month. i’m not sure whether it’s hermes in general or this store? i’m starting to give up wanting to shop there anymore. there’s def other things i want C18/CTG, another B or a K but i feel like they don’t care about my money or business. i live 2 hrs away and so i would like to buy a lot of the items i’m looking for if i’m making the trip. i’m willing to spend money, been eyeing jewelry and homewares but starting to lose confidence in their reliability. do SAs normally act this way ? sorry for the long message. there’s still plenty of things i want from H so so i’m not sure how to proceed. i’ve bought a few things from H.com over the passed few months and preloved. I want to give her the credit for purchases and i thought the delay over the holidays was bc she was busy that’s why i tried again last month hoping the rush died down. it’s just frustrating bc i’m a client too. it makes me consider preloved route ( even though i’d prefer not to go there) any suggestions? I’ve also been avoiding going up there bc of coronavirus, but i’m getting my second vaccine next week and was hoping/wanting to plan a trip up there to go to H and check out a VC bracelet i’ve been eyeing for awhile. should i even have confidence that she would get me something i’m looking for after all this? she did get me the B i wanted and i greatly appreciate it. i don’t know what to do. again, sorry for the long post. thanks J

I'm no expert but I think you should find an SA who suits your style. Personally I can't stand SAs who don't communicate, regardless whether they can source items or not. I believe it only takes a few seconds to reply "still sourcing ". However other people may not care about communication as long as the SA can source the items they're looking for. I also believe all relationships should be two-ways, so if she can't reply even after you followed up a few times then maybe its time to move on.....?

Or you can maybe try calling the boutique and ask to speak to her instead and voice your concerns. Some people prefer phone, some text, some in person interaction, and maybe she is someone who prefers phone rather than text. If so then in the future you can call her instead to place your orders....?

I think If you live 2 hours away from the boutique you should have an SA that you can work with (instead of stressing about). Good luck!!

 

[misspakie]

I’m pretty new to H and started building my history with one SA end of last year. The SA is friendly but I don’t have the connection/banter like most of you do with your SA. I try to reach out regularly, not to bother them too much since I know in NY they are on limited shifts. So far I spent as decent amount probably close to 7k (fine jwl, SLGs, leather jwl, non quota bag, shoes) and sent them a mini wish list. I reached out last week to see how they were doing since I have an appt coming up this Sat but they never responded! Is that normal? Seems like so many ppl are getting things off their list and I feel like maybe my SA isn’t the right person for me anymore any advice/feedback?

 

[Tykhe]

I’m pretty new to H and started building my history with one SA end of last year. The SA is friendly but I don’t have the connection/banter like most of you do with your SA. I try to reach out regularly, not to bother them too much since I know in NY they are on limited shifts. So far I spent as decent amount probably close to 7k (fine jwl, SLGs, leather jwl, non quota bag, shoes) and sent them a mini wish list. I reached out last week to see how they were doing since I have an appt coming up this Sat but they never responded! Is that normal? Seems like so many ppl are getting things off their list and I feel like maybe my SA isn’t the right person for me anymore any advice/feedback?

I think their inventory is very limited right now. I am even having trouble sourcing rtw pieces that I asked for.

 

[WhiteBus]

Difficult times; different times.
In-boutique SAs were not employed to service a mail/phone/internet order business;
nor are they members of our personal staff to be at our beck and call.
They are doing their best and might well have to prioritise what they can do in the time available.
The next message from a shopper who is always sending follow-up texts and requests could well be generating a 'Oh, not another text from her/him' response as a matter of self-defence. What you might consider to require a simple acknowledgment might be one of dozens of others, each one eating in to the limited time available.