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.

 

[BagsofOC]

Even if you don't go into the store, you can text to say hi and ask how they are. I do this and occasionally ask if they have a certain item is in stock. I don't want to go to the store if I'm not going to buy anything, I would rather my SA serve another client that will make a sale for them

 

[Nuggetz]

Just an update , after a year of seeing my SA I brought the topic of a Kelly, and at some point my SA said she doesn’t remember me at all ? Is it because of face masks ???? She checks my profile and said yes we can do it but wait until October to increase my profile which is already almost 2:1 albeit including Lindy26 which she says doesn’t count ?? So she tells me to ask the store whatsapp if I need to call her, which I do but she never calls back….next time I try to book an appointment through the general number for general shopping, the business number replies that my SA is too busy and not responding to even take appointment with me after purchasing from her for a full year.
I replied to the number by saying that I am very upset and not happy especially since I’ve been seeing her for a year already, and it seems my relationship is not important to her.

which they don’t reply tosimply they ask if they can assign another SA.

I can’t simply “pass by” the store since it is always packed and there is a loooooong queue outside. It’s the Dubai mall flagship store to provide some background.

I’m looking for some advice and words of wisdom if anyone can.

another point is, if I switch SA does that mean I am back to zero ?
Ps I posted this in the Dubai thread I wasn’t sure where is better

thank you I appreciate each and every reply

 

[hphile]

another point is, if I switch SA does that mean I am back to zero ?

It's really frustrating that your SA doesn't remember you despite shopping with her for a year, spending a significant amount of money, and giving you advice that she isn't able to follow-up on.

If Dubai H is like the US, there have been an influx of customers who have also started shopping at H in the past year or two, much like you. Your SA can't keep up with everyone, and likely the store isn't hiring SA's fast enough and stock is always low because H is can't scale up production for handmade bags quickly and supply-chain issues. Your SA probably comes to work daily with dozens, if not hundreds of calls and emails every day.

None of this is a good reason to not remember customers who you've been working with for a year, but hopefully this puts things into perspective. It's plausibly not your SA's individual fault, but H's fault for not scaling fast enough, or doing enough to help customers.

I'm not familiar with how Dubai H works. I can see that for some countries they weigh different spending differently, and in some cases do not count covetable bags like Lindy that in the store's opinion, "might sell themselves".

It might be best to switch SA's since you can't even book an appointment with the current one. This is just my opinion from reading this forum: if it's the same store, your past purchases might be considered by the SM but the SA is the one that actually asks the SM to allocate the Kelly for you. So you likely will need to spend significantly with your new SA, but hopefully your previous spending will not be entirely disregarded by the SM. I've seen in this thread that sometimes you can request to speak to your store's SM - maybe this helps with making sure your previous spending is somewhat considered? This is speculative advice.

That being said, it'll take some patience even with a new SA. From reading this forum, while the H shopping environment could improve, spending x amount will not automatically guarantee you a bag, let alone the specific Kelly you are hoping for.

It's definitely not an ideal shopping experience for anyone and I wish I could directly put more pressure on corporate to serve customers and alleviate individual pressure on SA's. I hope corporate is taking their feedback from their SA's and SM's who must be complaining that they are having a hard time and customers are unhappy.

 

[thepeanutgal]

I went shopping and my SA asked if I wanted a Birkin after told her that I was looking for a bag. I said I don’t know because I really didn’t at the time as I am a total newbie and didn’t think I was ever going to be asked. Now I think I might like one. What do I do?

 

[Culoucou]

Just an update , after a year of seeing my SA I brought the topic of a Kelly, and at some point my SA said she doesn’t remember me at all ? Is it because of face masks ???? She checks my profile and said yes we can do it but wait until October to increase my profile which is already almost 2:1 albeit including Lindy26 which she says doesn’t count ?? So she tells me to ask the store whatsapp if I need to call her, which I do but she never calls back….next time I try to book an appointment through the general number for general shopping, the business number replies that my SA is too busy and not responding to even take appointment with me after purchasing from her for a full year.
I replied to the number by saying that I am very upset and not happy especially since I’ve been seeing her for a year already, and it seems my relationship is not important to her.

another point is, if I switch SA does that mean I am back to zero ?

In addition to the response from hphile above, Lindy26 (and other bags and SLGs) don't count in most stores. These are items which sell very easily. Once you remove that from your prespend, your spend is roughly 1:1 or less. The smaller Kelly bags cost less than the larger ones, however, the smaller ones are more popular so you need more prespend. Spending 1:1 over the course of a year is actually not very much, especially in a city like Dubai. I am not from Dubai, but another large city which is well-known for having a lot of VIPs and pre-spend is high.

Although it's not nice to feel like your SA isn't responding to you as eagerly as you would like, you probably need to take it into perspective - she's likely to have a lot of VIP clients who spend over 1:1 in just one visit to the store, who are probably long-term clients used to receiving bags regularly.

Hphile already touched upon the influx of new hermes clients - it seems you are possibly one. From what I can gather, the newer you are, the longer you may need to wait because Hermes has clients who have purchased for a decade + and regularly spend hundreds of thousands every year. They would likely to be satisfied first given their loyalty proven over time.

another point is, if I switch SA does that mean I am back to zero ?

In many ways, yes. Your profile/account in Dubai is always there and they can see your spending under your profile. However, your SA needs to go and apply to SM/vouch for you. A new SA will have their own list of existing clients who have purchased, for e.g. 3:1 over the course of a year or so, so they are likely to be more inclined to help these clients out first.

Sometimes it is worth the risk, and I have personally changed SAs before due to lack of chemistry or different communication style.

Good luck, I can only say that my patience has increased 100x since shopping at Hermes.

 

[Nuggetz]

Actually to be clear people in Dubai are more aggressive once they reach prespend they do get the bag. SA tell customers reach x amount and u will get it and they are true to their words. In my case she is ghosting me after she promised….


I’m not new I’m a on off customer since 2014 I feel there are assumptions made about me here….but let’s not go there. I was looking for advice regarding starting over which is not a nice feeling ,

 

[Nuggetz]

Just another point, I never had any problem with my SA everything was going very well. She was pleasant I did like her. But what confused me is suddenly she ghosting me after we spoke about bags, and I only brought it up after a year when I knew I had a good profile.

I did try reaching out but she is not responding to appointments even from the store . Is that even allowed ? I don’t know ?
I don’t believe she is too busy to book an appointment even…

 

[Nuggetz]

Basically I am “forced” to change SA whether I want to or not, but this “ghosting” left me very upset and I do feel talking to someone in the store about this behavior ? Is this it usually acceptable in Hermes ? I don’t know I’m really asking ?

 

[Culoucou]

Basically I am “forced” to change SA whether I want to or not, but this “ghosting” left me very upset and I do feel talking to someone in the store about this behavior ? Is this it usually acceptable in Hermes ? I don’t know I’m really asking ?

It's extremely unfortunate this has happened but I have heard of really awful tales of this sort of "ghosting" in various countries.

I, personally, have experienced SAs being unresponsive or less responsive (e.g. not really replying to emails... not really actively setting any appointments with me...) and it basically has meant that I have forgotten all that prespend and just started over with a different SA to see if there was better service/connection. Again, this is a bitter pill to swallow because you need to mentally clear your account and enter into the fresh relationship without the baggage of your ex.

It's different in every country, in every store, and different SAs like to go about their business in different ways. It does sound like your current SA isn't super keen to pursue more of a relationship. I had assumed you were new to Hermes because you said you had spent with this SA for a year. However, if you've been shopping since 2014, then you have a bit of experience with the whole state of affairs at Hermes.

 

[drbakes]

Can I ask, as a relative newbie? I’m a light spender at Hermes, have bought only a couple of scarves so far. Is it a faux pas to ask for an Evelyne? I know they’re not as in demand and I certainly wouldn’t ask for a B/K/C but would it be considered rude to ask for a non quota bag? Thanks

 

[Culoucou]

Can I ask, as a relative newbie? I’m a light spender at Hermes, have bought only a couple of scarves so far. Is it a faux pas to ask for an Evelyne? I know they’re not as in demand and I certainly wouldn’t ask for a B/K/C but would it be considered rude to ask for a non quota bag? Thanks

It certainly doesn't hurt to ask! It would not be considered rude.

 

[Nuggetz]

It's extremely unfortunate this has happened but I have heard of really awful tales of this sort of "ghosting" in various countries.

I, personally, have experienced SAs being unresponsive or less responsive (e.g. not really replying to emails... not really actively setting any appointments with me...) and it basically has meant that I have forgotten all that prespend and just started over with a different SA to see if there was better service/connection. Again, this is a bitter pill to swallow because you need to mentally clear your account and enter into the fresh relationship without the baggage of your ex.

It's different in every country, in every store, and different SAs like to go about their business in different ways. It does sound like your current SA isn't super keen to pursue more of a relationship. I had assumed you were new to Hermes because you said you had spent with this SA for a year. However, if you've been shopping since 2014, then you have a bit of experience with the whole state of affairs at Hermes.

Thank you for your reply it gave me some perspective.

I used to shop more internationally but after the pandemic I decided to be more serious with my home store. In the past My Dubai purchases were random and without the intention to pursue a bag.

it’s hard I guess I’ll try to find a new SA unless anyone can recommend me I would be grateful

 

[annaria]

Bit of a rant but definitely something not new.

I've been working with an SA over the past half year. We are at well past 2.x+ on Kelly32 and B35. I've been offered a K32 Sellier in Vert Criquet in March which I turned down. Usually my SA has great instincts, he came through for me for a GP30 in a super cute colour and scarves that are very much my style. Over all, he gets me. I'm pretty easy going but the only thing I have specs for is the K32 and B35. Hong Kong is simply a super competitive environment, so I was prepared to wait. Happy to see just what comes along.

I got a message last week that my SA is leaving and he has prepared a surprise for me. Wouldn't tell me any specs or colour except it was in GHW and 32.

But today, I turned up and the same bag I said no to in March --- was shown to me as an offer.

I am just incredibly disappointed and massively ticked off that I broke up my work day and disturbed DH's schedule to get him to come with me for something that's I've previously already turned down over Whatsapp. What is up with that?

And now I got to start all over with a new SA. Impossible to a QB straight away no?

UGH.

Rant over.

 

[H’sKisses]

Can I ask, as a relative newbie? I’m a light spender at Hermes, have bought only a couple of scarves so far. Is it a faux pas to ask for an Evelyne? I know they’re not as in demand and I certainly wouldn’t ask for a B/K/C but would it be considered rude to ask for a non quota bag? Thanks

I suppose it would depend which size? The TPM may not be as readily available as the bigger sizes. I got my Evelyne PM after a couple of small purchases, which were not necessary to get it. They just didnt have any color that I liked available that day and told me to check back after a couple of days. I called a few days later and the SA that answered the phone told me they had gotten a pink and a black, I asked for the black to be held. I dont even think she looked up my profile, so a history wasn't necessary. The TPM wasn't that difficult to get, either, but I got it after I had established a relationship with my current SA.

 

[hphile]

And now I got to start all over with a new SA. Impossible to a QB straight away no?

Wow that really sucks The irony is likely that it is a different bag since I can't imagine the Kelly has been sitting around for months without anyone that wanted it unless there was a defect (which in that case, they wouldn't be selling hopefully!) Regardless, it's hard to swallow that your SA didn't remember offering this combo to you just a few months ago, and worse if it's really the exact same bag.

I think it is really up to the SM to pull some strings here to help you with a new SA. It seems like HK is very open with spend:bag ratio so maybe the SM can do something?

When my long-time SA went on leave in one of the Paris stores, they wouldn't even help me with another SA and asked me to apply via the lottery.

I’m not new I’m a on off customer since 2014 I feel there are assumptions made about me here….but let’s not go there. I was looking for advice regarding starting over which is not a nice feeling ,

I used to shop more internationally but after the pandemic I decided to be more serious with my home store. In the past My Dubai purchases were random and without the intention to pursue a bag.

Unfortunately it doesn't seem that H rewards customer relationships purely based on length, but more on consistent loyalty, especially to an individual SA and an individual store. So they very possibly could be treating you as 1-year customer, despite having shopped since 2014. Like @Culoucou said, there are people spending over 1:1 per visit, and they visit every month.

Again, it's really frustrating you were ghosted by your SA. It's unacceptable in a shopping context. If the SM can't help, I think it's anyone's guess which SA's style would be best. If the Dubai SA's are as straightforward about spend for a bag, then it shouldn't matter as much whichever SA.