Maintaining an H relationship

[papertiger]

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

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[Bdbunny]

I tried a pair of 37 Frenchie boots on in the store and they were a bit loose, but there weren't 36.5s for me to try. My SA suggested she order a pair of 36.5s from another store and she'll hold the 37s for me in case I preferred that. Well, I received the 36.5s and they were too tight, but when I went back to the store the hold on the original 37s I tried on expired and they were sold (within 2 days! I was shocked). So I had to RETURN the 36.5s and order ANOTHER pair of 37s from a different store.

My relationship with my SA hasn't changed at all due to that tragic chain of events (probably helped that I bought a lot the trip after that happened), but I wouldn't even blame them if that was looked down upon. Karma for not taking the original boots in 37 in the first place!

I'm shocked when something I like ISN'T sold within 2 days lol!

So I bought a watch from my SA early on and I noticed when I got home that there was a little rip or something in the leather band. I sent him a picture and asked him, what do you think this is? And he said I don't know, but bring it back! So I brought it back the next day and he exchanged it. We joked about my OCD and it came up later when I was apologizing for being OCD about something else, and he said "Of course, don't worry about it, you've ALWAYS been like this!" (Although I have never returned anything!)

This is a different topic, but this same SA was upset with his colleague a little while ago when an item he was holding for me got sold from under him while he was away on vacay. I'm not sure what he said or did, but he told me he complained to the SM, and got me my brides a brac back! He sent me a payment link a day after telling me it got sold, and I was like, wait- another one came already? Stock is getting better! And then he told me it was the original one and he got it back for me... they must not have sent it out yet to the other customer... no idea what happened, but I was happy to get it!

 

[jimmyshoogirl]

Of course one is entitled to return items that do not fit or work. It’s your hard earned money.

That’s a different issue as to whether it dings your profile. Would an SM prefer the profile of someone who shops frequently and lavishly and doesn’t return. Sure. That’s life

Having said that I agree with @jimmyshoogirl that I hate to return anything. Clients today want pristine items. Any return creates a risk the item will not be able to be resold. Restocking is also an issue. And, if an SA has sourced the item from another location…..

ETA: of course an H SA will go the extra distance for a client who doesn’t return out of buyers remorse; a client who is a lifestyle one, rather than an occasional gift purchaser etc.; and a clients potential for future spend

Me too! I've had to return or exchange two RTW items with my SA due to inconsistent sizing and have since told them that I will only buy RTW that I can try on in store...even when I see things I LOVE on the website.

My people!


In all seriousness I had a friend who returned EVERYTHING. It didn’t matter if it was Starbuck straw or a LV custom made trunk and I hated going anywhere with her lol. She even tried to return a gift card!! Totally turned me off to returning and made me painfully decisive lol. Oddly enough she’s return things that seemed like they were a return It seems like such a time waste to always be at the store (I live a 52 min drive from the boutique), shipping things back, finding an exchange, etc. It also doesn’t help that I own a business so I’m always very biased and sensitive to what goes on behind the scenes with businesses and SAs.


To stay on topic I say H is not a good store to shop at if you’re indecisive. And after so many returns for sizing I’d see that becoming an issue too. Are the reasons for returns listed in the profile or are they just marked as return and the SA is expected to remember?

 

[ilikeshinybags]

This is a different topic, but this same SA was upset with his colleague a little while ago when an item he was holding for me got sold from under him while he was away on vacay. I'm not sure what he said or did, but he told me he complained to the SM, and got me my brides a brac back! He sent me a payment link a day after telling me it got sold, and I was like, wait- another one came already? Stock is getting better! And then he told me it was the original one and he got it back for me... they must not have sent it out yet to the other customer... no idea what happened, but I was happy to get it!

Omg that is actually amazing--the reason my boots got sold was because my SA was on vacation as well!

Though this reminds me, my first ever Hermes purchase in NYC (not my current store) was a scarf as a gift for my now husband. We were right out of college, working our first jobs, and I gift him this cashmere scarf and he immediately goes "uhh this is too expensive, return it!" So I go back to the store, only to find out H only gives store credit. So I return this scarf and realized "UGH there is nothing I want that is in this scarf's price range." So the next day I go back in to the store and re-buy the scarf. My husband begrudgingly accepted it and does still own/wear the scarf 10 years later though!

My second Hermes purchase was this same cashmere scarf (I think it's cursed) for a friend in 2020. I bought it online and when I gifted it to him, he told me he loves the scarf but his sister happened to buy him the EXACT scarf a week earlier. We were vacationing in CA so I had to go into the SCP Hermes store and exchanged it for three ties.

Those were my only two purchases prior to working with my SA at my current local store. The first time I met my SA she asked if I had a purchase history. I said yes, but I'm sure if she looked at it closely in detail she would've been like "wtf is with this girl?!" The other ongoing thread on gifting Hermes products is mildly triggering to me because of my poor gifting attempts years ago!

ETA: But I try never to return anything for myself personally. Hoping the boots incident is a one and done!

 

[880]

In all seriousness I had a friend who returned EVERYTHING. It didn’t matter if it was Starbuck straw or a LV custom made trunk and I hated going anywhere with her lol. She even tried to return a gift card!! Totally turned me off to returning and made me painfully decisive lol. Oddly enough she’s return things that seemed like they were a return It seems like such a time waste to always be at the store (I live a 52 min drive from the boutique), shipping things back, finding an exchange, etc. It also doesn’t help that I own a business so I’m always very biased and sensitive to what goes on behind the scenes with businesses and SAs.

Agree. I once had a friend who did this. The final straw was when she wanted to return an item my Chanel 57 SA had saved for her at the sale price bc it was one markdown lower at Bloomingdales. I simply stopped shopping with her altogether. Returns are definitely an issue for any premier SA especially at H.

 

[FaubourgTropical]

they consider returns of items that don’t fit or work to be acceptable so long as it is a distance purchase. Other than that, a remorse return unfortunately includes some items that do not ‘work’, once a client gets home. . In their view, a client who doesnt know their taste and/or cannot commit or make up their mind is simply less reliable and more problematic than a client who is certain.

I realize the popular opinion to maintain relationship here is to buy and never return. Instead, simply make the items work or 'disappear' without involving the store.

I wonder if such rigid rule may backfire. If I buy shoes or clothing that don’t fit and don’t exchange it for a different size, wouldn’t the SA be confused of my sizing? To me, it even gives a reseller vibes as it seems I buy just anything.

The distinction that @880 gives re: reasonable vs. remorse returns is important to understand in this context. I feel that honest, reasonable, justified returns (vs buyer’s remorse) leads to better relationship.
ETA: and others have provided examples and context on legit returns with seemingly no repercussions.

Disclaimer: not accusing anyone of reselling, sizing is inconsistent, everyone's experience is different, YMMV, It’s just my opinion, etc etc.

(thanks to @Prada Prince for the disclaimer inspiration).

 

[jimmyshoogirl]

I realize the popular opinion to maintain relationship here is to buy and never return. Instead, simply make the items work or 'disappear' without involving the store

I would simple not do that regardless of the advice. There’s return jargon on the receipts. I’d return once maybe twice and then focus on correcting my approach. However, keeping something that doesn’t fit is a no for me.

I agree that it does encourage reselling but honestly the whole model seemingly encourages it. However, lots of companies put restocking and shipping fees on items because returns are so bad. H looking down on returns is somewhat the same? Instead of charging fees, frown upon returns and dangle no bag offers? Just wondering.

There are ways to avoid constant returns tho. If you aren’t unsure of the sizing, color, material, etc don’t buy it. Be more selective and less impulsive with purchases. I bet FOMO is the root cause of a lot impulse purchases.

 

[smoothsailor]

I would simple not do that regardless of the advice. There’s return jargon on the receipts. I’d return once maybe twice and then focus on correcting my approach. However, keeping something that doesn’t fit is a no for me.

I agree that it does encourage reselling but honestly the whole model seemingly encourages it. However, lots of companies put restocking and shipping fees on items because returns are so bad. H looking down on returns is somewhat the same? Instead of charging fees, frown upon returns and dangle no bag offers? Just wondering.

There are ways to avoid constant returns tho. If you aren’t unsure of the sizing, color, material, etc don’t buy it. Be more selective and less impulsive with purchases. I bet FOMO is the root cause of a lot impulse purchases.

And everyone is on a journey….the spending, the history, the consistency, loyalty, etc. This really contributes to the whole situation.

Now, there is also reselling jargon on the receipt where the law allows. It’s interesting to compare the fine print across H receipts.

 

[880]

If you aren’t unsure of the sizing, color, material, etc don’t buy it. Be more selective and less impulsive with purchases. I bet FOMO is the root cause of a lot impulse purchases.

Agree with @Helventara and @jimmyshoogirl if I’m not sure, I don’t buy. At any price point.
Sometimes, I go back a few times if I am unsure. My SAs and my wallet appreciate this approach.
As per Helventara, of course, there are reasonable, legitimate returns. But, what the average customer
considers reasonable is not the same as what the SA may consider reasonable. One‘s profile
reflects your SA/SMs perception of your entire history relative to others.

 

[Lookelou]

I would simple not do that regardless of the advice. There’s return jargon on the receipts. I’d return once maybe twice and then focus on correcting my approach. However, keeping something that doesn’t fit is a no for me.

I agree that it does encourage reselling but honestly the whole model seemingly encourages it. However, lots of companies put restocking and shipping fees on items because returns are so bad. H looking down on returns is somewhat the same? Instead of charging fees, frown upon returns and dangle no bag offers? Just wondering.

There are ways to avoid constant returns tho. If you aren’t unsure of the sizing, color, material, etc don’t buy it. Be more selective and less impulsive with purchases. I bet FOMO is the root cause of a lot impulse purchases.

Just going to pipe in here for this thread….the US is the only return anything country i know…we have a return culture- buy now, decide later. Thats so not the European way (as I recall)…same in Australia- you buy it, you own it. Exchange is permitted (mostly)- a refund is only if the item is proven faulty. This might be why Hermes have the “hold for several days” allowance- because your decision to purchase is (should) be final. It’s just a policy that messes with our heads in the US!!!
Same with free drink refills! Ahh- nope! U want another drink- you pay for it!!! DH can not understand this one!!!

 

[GabrielleS]

My view on returns depends on your goals. If you have most of the bags you want and you are more in maintenance shopping mode, I’d be careful not to be indecisive but return if you want. It’s not sustainable to have a long term relationship with a brand, feel pressured to buy and never make a genuine return.

 

[spidermann]

I asked about exchanging belt sizes a few posts back, but also wanted to include some info! I purchased a belt for my colleague and he needed a size up. They had just gotten a fresh shipment of belt straps for the size he needed. A different SA spoke to my SA and said to her “it’ll show a negative on your record because the new straps are not inputted to the system yet but don’t worry about it”. So I wonder if SAs also get dinged for something their customer returned ?

 

[880]

My view on returns depends on your goals. If you have most of the bags you want and you are more in maintenance shopping mode, I’d be careful not to be indecisive but return if you want. It’s not sustainable to have a long term relationship with a brand, feel pressured to buy and never make a genuine return.

100% agree. Seriously, at this price point, one should never feel pressure to buy. It’s the SAs job to present possibilities; tempt; entice; what have you. The better the relationship, the presented items become more tailored to your individual taste. You don’t owe an SA a purchase ever. There are times that I’ve gone and assumed I’d buy some items, that ended up not working out for me (so no purchase). There are other times that I’ve gone in just to say hello, and I’ve come out having spent a bundle. if your SA knows your taste and presents the perfect things to you, then you both come out ahead. If you buy something because you are pressured or FOMO, then you won’t be a happy client going forward, nor will you have advanced an accurate sense of your taste and preferences to your SA. You won’t be doing anyone, or your relationship, any favors.

ETA: I am 55 and have been shopping for many decades. If I don’t know my taste or how to communicate my preferences to an SA by now, I just shouldnt pull out my CC. My test is, do I adore it so much that I will walk out of the store wearing it on my body. If I don’t, then I don’t buy. I believe that this attitude really strengthens my SA relationships even if it means I say no more than I say yes. BTW, this is also why I strongly prefer not to pre order look book. I just can’t tell from the little pics. If my SA strongly believes I will love something, he may reserve for me without obligation. JMO

 

[jimmyshoogirl]

I asked about exchanging belt sizes a few posts back, but also wanted to include some info! I purchased a belt for my colleague and he needed a size up. They had just gotten a fresh shipment of belt straps for the size he needed. A different SA spoke to my SA and said to her “it’ll show a negative on your record because the new straps are not inputted to the system yet but don’t worry about it”. So I wonder if SAs also get dinged for something their customer returned ?

I wonder if negatively meant losing the commission for the purchase?

 

[880]

I wonder if negatively meant losing the commission for the purchase?

From speaking to SAs from several premier brands, it was implied that a record of selling merchandise that gets returned may adversely affect an SAs sales goals or performance review. so, I assume the issue is not simply dollars and cents

 

[jimmyshoogirl]

From speaking to SAs from several premier brands, it was implied that a record of selling merchandise that gets returned make adversely affect an SAs performance review.

Ahh ok! Thanks!