Maintaining an H relationship

[papertiger]

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

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[smoothsailor]

Lately, like within the past year, I’ve felt cursed with quality issues:: pairs of shoes either having the leather breaking or having the shearing disintegrated within a month of wear, a strong chemical smell on one RTW piece, an issue with another two RTW pieces arriving damaged, plus earring posts from two pairs becoming bent…and now I’m told by my dry cleaner that they won’t clean another piece of my RTW because they tested it and it’s not color fast - so my only option to have it cleaned is to take it to Hermès…

1) do you think my “luck” or lack thereof with quality issues is going to affect my offers and status as a client - like will I be seen as becoming a problem client?
2) what do I do now that I’m beyond wary with RTW quality, shoe quality, and all - just stick to fine jewelry (but not earrings), homegoods, and silks? Or do I keep buying everything I like (shoes and RTW) and hope for the best, but continue to send things back if there are issues?

I don’t want to lose my VIP perks and status, and I can keep spending levels the same no matter what categories I’m purchasing as I truly love everything… I’m just wondering how my SA and store will see my “problem pieces” — as, I’m noticing it’s a much bigger issue lately, unfortunately.

If there r quality issues with the items you bought, they should be taken back to the store. They are not for free, you know.

 

[lovebirkinbait]

I don’t expect stuff to last forever, but I have never faced some of your issues. If I had, I might seriously consider another brand. I’m sorry this happened to you. IMO, your SA should be your best advocate (re your relationship to the brand) and help you select the best items for you going forward.

There’s no other brand I love more or even want. I literally do not *need* any of the things I’m buying, I buy things I *want*… it’s just made me reconsider. I don’t *need* the latest shoe styles and I suppose I’ll pause before purchasing from now on when it comes to shoes and RTW…and just stick to shopping my own overstuffed closet for a while until I truly need things?

 

[WhiteBus]

There’s no other brand I love more or even want. I literally do not *need* any of the things I’m buying, I buy things I *want*… it’s just made me reconsider. I don’t *need* the latest shoe styles and I suppose I’ll pause before purchasing from now on when it comes to shoes and RTW…and just stick to shopping my own overstuffed closet for a while until I truly need things?

My reaction to your earlier post #6779 was, if this were any other brand you would stop buying its items. The I got to this, and it says it all:

I don’t want to lose my VIP perks and status, and I can keep spending levels the same no matter what categories I’m purchasing as I truly love everything…

What seemed more alarming to me was your evidence of poor quality control.
Call me naive if you wish, but if we pay a premium price to a luxury brand, we expect the highest quality of materials and workmanship matched by a level of quality control that would reject any items falling short of the highest standards.

 

[lovebirkinbait]

My reaction to your earlier post #6779 was, if this were any other brand you would stop buying its items. The I got to this, and it says it all:


What seemed more alarming to me was your evidence of poor quality control.
Call me naive if you wish, but if we pay a premium price to a luxury brand, we expect the highest quality of materials and workmanship matched by a level of quality control that would reject any items falling short of the highest standards.

After all these years, I’m thinking it’s seeing the difference in items that appear to be more mass produced (not bags and silks or the leather goods that H is known for) — if the quality of the bags and other core items went the way of Chanel, I would absolutely be done…or if the service I receive changed, I would be done. I think judging Hermès quality as a whole, it’s still the best out there. I really feel unlucky this past year with some of these issues, but Hermès has made it right each time. I’m just wondering if they will continue like this or hopefully make changes with quality control for the affected areas (mainly shoes and RTW). As much as I enjoy the RTW styles, I’m not keen on having to bring or send each piece to Hermès for cleaning each time. I would prefer easier maintenance that can be dry cleaned safely. As far as the shoes, it’s annoying to get them, love them, wear them… then have them with leather tearing and shearling disintegrated after a month (and not even daily wear)!

 

[Bereal]

When they pull up your profile its clear as day, even if it’s just to process the sale of an item in store. Every item purchased and from which location displays. If the dress you were asking for was in limited supply and the SM needed to throw her weight around to source it for you, they are less happy to do so when they see you’ve “been disloyal”

Have been reading these old posts since I’m retired and have obviously nothing to do in the am..lol. I’m surprised at this. I’ve shopped in different countries over the last two years but major purchases have been in my local store of course. My old SA knew that I shop elsewhere sometimes but never gave me a hard time about it. I recently spoke to the store manager and I know he pulled up my profile to see who I was and he never seemed to mind either.

 

[acrowcounted]

Have been reading these old posts since I’m retired and have obviously nothing to do in the am..lol. I’m surprised at this. I’ve shopped in different countries over the last two years but major purchases have been in my local store of course. My old SA knew that I shop elsewhere sometimes but never gave me a hard time about it. I recently spoke to the store manager and I know he pulled up my profile to see who I was and he never seemed to mind either.

Well different countries won’t have shown. This is for same country different store purchases. Other than (potentially) the data of a client’s quota bag purchases, purchase profiles are not yet connected across national borders.

 

[Bereal]

@rachrach1017

Yes Hermes might operate their business differently because they know majority of people only want their QB. To me, besides their QB, they do have amazing items that I love, I discovered more and more items that I’ve never thought of before I set foot in H store and learn all these through my SA

I do agree with this so much. I started shopping in Feb 2021 and fortunately have been so happy with all the items that I’ve bought. Sometimes I’ll browse Fashionphile just for looking at Hermes bag colours but when it comes to shopping I’d rather spend that extra money at Hermes. So much fun exploring all the beautiful patterns and colours on items that you see in the store.

 

[WhiteBus]

I know the previous quite from rachrach1017 originally came from much earlier this year,
I would question the premise that Hermes knows the majority of people only want their QB.

Hermes clients are not all slaves to the social media that drives the obsession with Quota Bags.
The Hermes business would not be sustainable if it relied on the sale of Birkins and Kellys.
Please don't maintain that that is the reason why people believe you have to buy thousands of (insert you favourite currency) to be allowed to buy a Birkin or Kelly.
Before the current hysteria Hermes was already a respected and flourishing luxury house.

 

[lovebirkinbait]

I know the previous quite from rachrach1017 originally came from much earlier this year,
I would question the premise that Hermes knows the majority of people only want their QB.

Hermes clients are not all slaves to the social media that drives the obsession with Quota Bags.
The Hermes business would not be sustainable if it relied on the sale of Birkins and Kellys.
Please don't maintain that that is the reason why people believe you have to buy thousands of (insert you favourite currency) to be allowed to buy a Birkin or Kelly.
Before the current hysteria Hermes was already a respected and flourishing luxury house.

I do remember a time that there was a Kelly on display, I asked about it because I was just curious what it cost, they offered it to me, and I said no thank you! :/ I turned it down because I was only there to buy silks and bracelets from Hermès. I wore a Gucci bag or Chanel bag then… Silly me.

 

[880]

I love many H designs, including RTW, but I see no evidence that H quality is higher than other premier branded goods. IMO, Hermes is no longer a luxury house, but a fashion house, and this was evident long before it started selling nail polish and lip gloss. This distinction is relevant to how I relate to both my H SAs (Madison and FSH). If something doesn’t fit, and cannot be tailored, my SAs and I shrug it off bc we know there will be more for me to see next season. (In some cases, as in one runway piece, the FSH tailor spent half an hour trying to make it work before we all gAve up). It’s not all a waste of time though. The more time you spend with an SA the better chance you have to express your aesthetic and style. Which helps the SA curate items for you to consider.

But, I believe if you want true luxury, you need to have a relationship with smaller companies that provide artisanal bespoke services.

 

[WhiteBus]

880 might well have hit all the nails fair and squarely on their heads in this twenty-first century commercial world.

 

[angelusnovus01]

Hi, I hope this is the right place to ask my question, and that my question makes sense!

I recently visited an Hermes boutique for the first time when I was traveling to Boston. I am a long-time admirer of the brand and want to begin building my collection, but don’t plan to visit Boston again, and the closest boutique is 5 hours away from where I live. Getting a B or K is more of a long-term goal for the next decade, and maybe won’t be possible until I live somewhere with a local boutique, but I would like to collect other leather bags, home goods, RTW etc. over the next 2-3 years.


I really liked the SA who helped me in Boston - we had a good conversation, I didn’t purchase a ton but didn’t take up much of his time either (~$2500 of silks and makeup) and I created a customer profile when I was in store. However, he didn’t give me his card or contact information and I didn’t think to ask at the time. But I would like to make more purchases soon.

Should I try to get in touch with him and maintain a relationship from afar? Is there a way I can call the store and order things like silks and shoes through this SA, instead of purchasing them online? [for example, I’m really temped to order a particular twilly and scarf ring online that they didn’t have in store, and have my eye on a pair of mules not available online]. I don’t quite understand how ordering via phone works, or if this service may only be reserved for long-time customers.

Thank you!

 

[acrowcounted]

Hi, I hope this is the right place to ask my question, and that my question makes sense!

I recently visited an Hermes boutique for the first time when I was traveling to Boston. I am a long-time admirer of the brand and want to begin building my collection, but don’t plan to visit Boston again, and the closest boutique is 5 hours away from where I live. Getting a B or K is more of a long-term goal for the next decade, and maybe won’t be possible until I live somewhere with a local boutique, but I would like to collect other leather bags, home goods, RTW etc. over the next 2-3 years.


I really liked the SA who helped me in Boston - we had a good conversation, I didn’t purchase a ton but didn’t take up much of his time either (~$2500 of silks and makeup) and I created a customer profile when I was in store. However, he didn’t give me his card or contact information and I didn’t think to ask at the time. But I would like to make more purchases soon.

Should I try to get in touch with him and maintain a relationship from afar? Is there a way I can call the store and order things like silks and shoes through this SA, instead of purchasing them online? [for example, I’m really temped to order a particular twilly and scarf ring online that they didn’t have in store, and have my eye on a pair of mules not available online]. I don’t quite understand how ordering via phone works, or if this service may only be reserved for long-time customers.

Thank you!

The name of the SA that you worked with should be on your receipt under each item description. If you are so inclined, you could try calling the store and asking for him. Once he’s on the phone, explain who you are and ask him if he could help you order some more items remotely via phone order. He should be willing to text or email you with a payment link if your items are available. Either way, ask him his preferred way for you to contact him in the future and get his details. Do keep in mind that most stores are no longer shipping SLGs nor bags to newer clients so if you don’t plan to go back to Boston, you may want to consider some other destination that you can travel to more often.

 

[angelusnovus01]

The name of the SA that you worked with should be on your receipt under each item description. If you are so inclined, you could try calling the store and asking for him. Once he’s on the phone, explain who you are and ask him if he could help you order some more items remotely via phone order. He should be willing to text or email you with a payment link if your items are available. Either way, ask him his preferred way for you to contact him in the future and get his details. Do keep in mind that most stores are no longer shipping SLGs nor bags to newer clients so if you don’t plan to go back to Boston, you may want to consider some other destination that you can travel to more often.

Thank you so much! This is exactly the information I was hoping to learn. I did take note of his name (just checked my receipt to make sure I got it correct), so I will try giving the store a call and asking for him! I was worried about coming across as annoying or something for doing that, so I’m happy to hear it’s something I can do.

Totally understood on the bags/SLGs not being available in this way. I may be moving to a larger metro area with a closer boutique in the next year or two, so I may be able to begin my bag journey in the near future

 

[GabrielleS]

How do you feel about taking unboxing videos at the boutique? (personally I love them because I can look back at the moment again and again and I love watching lovely things being unwrapped - I would actually love to work for Hermès because I love unboxing moments so much lol *and I’m also quite knowledgeable about products / enjoy them) earlier this year, I heard that corporate frowns upon this - has anyone else heard that?

My boutique does not allow videos or pictures. They are extremely strict about this rule.