Maintaining an H relationship

[papertiger]

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

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[shermes]

Can someone confirm if you exchange an item in store and your SA is not working will it take the sale off for them and go to the new SA? My SA packed incorrect shoe (edit: shoe size) and the day I can go to exchange is their day off and they insist I come when they are in store to deal with it

 

[acrowcounted]

Can someone confirm if you exchange an item in store and your SA is not working will it take the sale off for them and go to the new SA? My SA packed incorrect shoes and the day I can go to exchange is their day off and they insist I come when they are in store to deal with it

If they “insist“ on being the one to deal with it, I would follow their advice on this and figure out how to get to the store when the SA is available.

 

[westcoastgal]

Can someone confirm if you exchange an item in store and your SA is not working will it take the sale off for them and go to the new SA? My SA packed incorrect shoe (edit: shoe size) and the day I can go to exchange is their day off and they insist I come when they are in store to deal with it

I think if you are trying to build a profile you should follow the SAs advice. They want to maintain the relationship with you and it’s a good sign, even if it inconveniences you. It is frustrating she packed the incorrect shoe size and now wants you to go back on a day that you cannot go in. There is give and take when we are trying to shop with one SA. We have to stick to their lunch break schedules and days off schedule. But I think it’s better they communicate what kind of loyalty they want. I do believe the new purchase would go to the SA ringing it up. The manager can also act on behalf of an SA and ring up the purchase. If you are not fond of this SA or finding you usually can’t go on the days she works then there is more to think about there.

 

[lovebirkinbait]

If they “insist“ on being the one to deal with it, I would follow their advice on this and figure out how to get to the store when the SA is available.

I would ask them to send you a shipping label to do the exchange! Ex: I would love to come see you and take care of this, but I’m XYZ (whatever reason) - could you please send me a label to do the exchange that way everything can go through you?

 

[880]

they insist I come when they are in store to deal with it

I would just go in as per request. Whenever my SA has insisted I come in, I’ve been very happy

I personally don’t find H very organized re remote return, plus lots of things could go wrong,
but that’s just my experience.

 

[lovebirkinbait]

I would just go in as per request. Whenever my SA has insisted I come in, I’ve been very happy

I personally don’t find H very organized re remote return, plus lots of things could go wrong,
but that’s just my experience.

I hope they do have a surprise and that is the reason they insist! I would be a bit upset if SA was insisting simply to preserve their commission. I haven’t had any issues with returns via mail - yet *knocks on wood*

 

[acrowcounted]

I hope they do have a surprise and that is the reason they insist! I would be a bit upset if SA was insisting simply to preserve their commission. I haven’t had any issues with returns via mail - yet *knocks on wood*

I don’t think it’s about preserving their commission. There seems to be some true acrimony from the company to SAs handling returns and they often seem to much prefer to handle it themselves than to get another associate mixed into the hassle. My SA once told me a story about a client who bought $10k worth of stuff to build profile for a kelly, which they ultimately got that weekend. The next week, the client went to a different store and returned almost the entire $10k worth of prespend for store credit. My SA was alerted to the returns (I assume via a commission adjustment report…) and called the client to ask what happened and she claimed the items were meant as gifts for family members who ended up not liking them. The client was of course silently blacklisted from future bags, but what struck me the most was how frustrated my SA was that the client “hadn’t just returned to me to straighten things out rather than dealing with someone else”.

Anyway, I think we would all like for our Hermes SAs to go out of their way for us (fight for good bags, hold items as long as necessary, call as soon as wish items arrive, etc) so I don’t see the problem with paying that forward a bit when it obviously matters to the SA.

 

[lovebirkinbait]

I don’t think it’s about preserving their commission. There seems to be some true acrimony from the company to SAs handling returns and they often seem to much prefer to handle it themselves than to get another associate mixed into the hassle. My SA once told me a story about a client who bought $10k worth of stuff to build profile for a kelly, which they ultimately got that weekend. The next week, the client went to a different store and returned almost the entire $10k worth of prespend for store credit. My SA was alerted to the returns (I assume via a commission adjustment report…) and called the client to ask what happened and she claimed the items were meant as gifts for family members who ended up not liking them. The client was of course silently blacklisted from future bags, but what struck me the most was how frustrated my SA was that the client “hadn’t just returned to me to straighten things out rather than dealing with someone else”.

Anyway, I think we would all like for our Hermes SAs to go out of their way for us (fight for good bags, hold items as long as necessary, call as soon as wish items arrive, etc) so I don’t see the problem with paying that forward a bit when it obviously matters to the SA.

Oh wow!! I do agree with all, however, sometimes I can’t change my schedule around to meet the SA’s schedule… if it was for a bag, I would sure try! But for a return? I would try to make it work out another time up until the return window draws near. If the return window was too close and I couldn’t make it in store and the SA preferred that I only work with them for the return I would politely ask for a label or maybe just keep the item?

 

[880]

I don’t think it’s about preserving their commission. There seems to be some true acrimony from the company to SAs handling returns and they often seem to much prefer to handle it themselves than to get another associate mixed into the hassle. My SA once told me a story about a client who bought $10k worth of stuff to build profile for a kelly, which they ultimately got that weekend. The next week, the client went to a different store and returned almost the entire $10k worth of prespend for store credit. My SA was alerted to the returns (I assume via a commission adjustment report…) and called the client to ask what happened and she claimed the items were meant as gifts for family members who ended up not liking them. The client was of course silently blacklisted from future bags, but what struck me the most was how frustrated my SA was that the client “hadn’t just returned to me to straighten things out rather than dealing with someone else”.

Anyway, I think we would all like for our Hermes SAs to go out of their way for us (fight for good bags, hold items as long as necessary, call as soon as wish items arrive, etc) so I don’t see the problem with paying that forward a bit when it obviously matters to the SA.

Agree with above. The original store would also want to get the stock back to hopefully sell to another client.

 

[A1aGypsy]

It might be that she doesn’t want it highlighted that she packed the wrong shoes…

 

[lovebirkinbait]

It might be that she doesn’t want it highlighted that she packed the wrong shoes…

I bet that is the reason!! That’s what I initially thought too.

 

[lala_retro]

I bet that is the reason!! That’s what I initially thought too.

I have heard it's a professional courtesy for SAs to do their own returns instead of having their colleagues take time to do it. Though not sure if that's the actual reason.

 

[shermes]

@acrowcounted @westcoastgal @lovebirkinbait @880 @A1aGypsy @lala_retro

Thank you all for your responses they have been really helpful and interesting to learn more about this.

I really like and loyal to my SA, if I lived close to my boutique I would’ve just gone when they are next in - gives me a reason to see them again and who knows one could dream that something special would be presented but I have to think logically and realistically as I’m 1hr30 drive away with a busy schedule this month.

Long story short, after exchanging potential dates that weren’t working out… my SA called me and said they have explained the situation to a trusted colleague, have put the item on hold and will help with my exchange on the day that I’m in town - happy days!

 

[Bentley1]

**warning long post**

I really like my SA, she is super sweet, kind, down to earth & has a very calm pleasant energy about her.
I shop remotely so I need to travel to my boutique for in person visits but Ive been doing the bulk of my shopping via phone orders with my SA.
I was offered my first QB off my wishlist after 9 mths & approximately 1:1 Prespend, which was an amazing experience!
My question is in regards to purchasing smaller items. It definitely seems like I’m at a big disadvantage not being able to pop into the boutique regularly.
For example one of the first items I requested last year from my SA was a Rodeo or Pegasus charm, after 1.5 years I have yet to be offered one. I told her any size any color, but still nothing. I’ve requested multiple types of SLGS,
: Bastia, Kelly compact wallet, Calvi, Bearn style wallets & cardholders (certain colors requested in the slgs) mini pop H jewelry & gotten nothing offered.
I requested chypre sandals & fuzzy Orans last year and, again, been offered nothing In almost a year. And few other items I can’t even remember at this point. I realize there is stock shortage of course & these are all popular items etc but I do believe in a year-year & a half SOMETHING should have come in? No rodeos, no chypres, slgs, etc? I guess it’s safe to say that they have indeed received these items but they have been sold to in person clients (or perhaps VIPs shopping remotely-I dunno?) since everyone keeps saying that the priority is being given to in person buyers. But it still stings a bit to not be able to at least get some of the smaller items that I reallyyy want just because I’m not there in person. I feel like I’ve built a pretty good relationship with my SA, even though i have only shopped in person 4 times, including picking up my QB, & we seemed to have bonded nicely & have wonderful, kind rapport. I feel like if she could she would get these items for me, So is it possible the SM is not allowing the SAs to allocate these popular items to remote clients when they become available?
As a side note, when we went to Vegas for my bday my husband popped into one of the Hermes boutiques (not my home store location of course) & without any history just simply asked for any rodeos & he was given a choice of 2. He grabbed the Craie one for me. Simple as that. My home store, also in Vegas, hasn’t been able to offer me a Rodeo in 1.5 years lol even when I was there in person. She told me she had some on order & would let me know whenever they came in-never happened. I got a QB but can’t get a charm or slg or sandals, it sounds almost silly.
I guess my question is do I need to just maybe give up on asking for these smaller popular pieces since I’m a remote client?
To be Honest I did get frustrated and ordered a few of these items on H.com when they popped up around my bday. This was after I told her I’d be in Vegas for my bday & asked about a few of the items first. When I realized it wasn’t going to happen I stalked the website and managed to grab a Kelly compact, Bearn key holder & few other small bits. I know this doesn’t count towards my profile & all that, but I definitely gave my SA plenty of time & opportunity to source these items and she has either been unwilling or unable. I still really like her & wish to continue working with her, but I guess I’m just a bit frustrated, disappointed & also confused?
Sorry for the super long rant & thanks for reading!

 

[acrowcounted]

**warning long post**

I really like my SA, she is super sweet, kind, down to earth & has a very calm pleasant energy about her.
I shop remotely so I need to travel to my boutique for in person visits but Ive been doing the bulk of my shopping via phone orders with my SA.
I was offered my first QB off my wishlist after 9 mths & approximately 1:1 Prespend, which was an amazing experience!
My question is in regards to purchasing smaller items. It definitely seems like I’m at a big disadvantage not being able to pop into the boutique regularly.
For example one of the first items I requested last year from my SA was a Rodeo or Pegasus charm, after 1.5 years I have yet to be offered one. I told her any size any color, but still nothing. I’ve requested multiple types of SLGS,
: Bastia, Kelly compact wallet, Calvi, Bearn style wallets & cardholders (certain colors requested in the slgs) mini pop H jewelry & gotten nothing offered.
I requested chypre sandals & fuzzy Orans last year and, again, been offered nothing In almost a year. And few other items I can’t even remember at this point. I realize there is stock shortage of course & these are all popular items etc but I do believe in a year-year & a half SOMETHING should have come in? No rodeos, no chypres, slgs, etc? I guess it’s safe to say that they have indeed received these items but they have been sold to in person clients (or perhaps VIPs shopping remotely-I dunno?) since everyone keeps saying that the priority is being given to in person buyers. But it still stings a bit to not be able to at least get some of the smaller items that I reallyyy want just because I’m not there in person. I feel like I’ve built a pretty good relationship with my SA, even though i have only shopped in person 4 times, including picking up my QB, & we seemed to have bonded nicely & have wonderful, kind rapport. I feel like if she could she would get these items for me, So is it possible the SM is not allowing the SAs to allocate these popular items to remote clients when they become available?
As a side note, when we went to Vegas for my bday my husband popped into one of the Hermes boutiques (not my home store location of course) & without any history just simply asked for any rodeos & he was given a choice of 2. He grabbed the Craie one for me. Simple as that. My home store, also in Vegas, hasn’t been able to offer me a Rodeo in 1.5 years lol even when I was there in person. She told me she had some on order & would let me know whenever they came in-never happened. I got a QB but can’t get a charm or slg or sandals, it sounds almost silly.
I guess my question is do I need to just maybe give up on asking for these smaller popular pieces since I’m a remote client?
To be Honest I did get frustrated and ordered a few of these items on H.com when they popped up around my bday. This was after I told her I’d be in Vegas for my bday & asked about a few of the items first. When I realized it wasn’t going to happen I stalked the website and managed to grab a Kelly compact, Bearn key holder & few other small bits. I know this doesn’t count towards my profile & all that, but I definitely gave my SA plenty of time & opportunity to source these items and she has either been unwilling or unable. I still really like her & wish to continue working with her, but I guess I’m just a bit frustrated, disappointed & also confused?
Sorry for the super long rant & thanks for reading!

Have you successfully received other items via phone order recently? My understanding has been that outside of near VIP clients, for the last two years or so Vegas stores won’t ship leather goods, including SLGs and rodeos. Rodeos especially seem to be held for in person shoppers only, especially for ones picking up their quota bag at that time. I believe the issues you are having are due to store policy not your SA, though the Orans should have been an easy phone order assuming you have a common shoe size.