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.

 

[nikotama]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

My question is is this typical? Just want to have realistic expectations. Thank you!

 

[Crapples]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

My question is is this typical? Just want to have realistic expectations. Thank you!

I think it’s typical. In person clients get priority. I am a long distance client, but when I am in store with my SA, he is fully dedicated to my appointment. That can be an hour (and sometimes longer). He works about 8 hours a day and has stacked clients. He can barely get to his phone, so I understand if it takes a few days to get back to me or if he misses me in total, until I ping him again. I hate to say it, but a scarf (unless it is an exceptional model) is a very small individual item to text about and not worth your SAs time, when balanced against other priorities. I would save up your requests and send in one single text in advance of your appointment, but also be willing to look around and shop in store. The more I think about it, we have gotten so used to e-commerce, that we are making demands of in-store SAs that are pretty unreasonable. They are there to sell things that are in their store. Now does Hermes need to do a lot better of keeping things that are on display in stock in a number of sizes? 100% yes! Specifically shoes. Madison last week didn't have like 5-6 pairs of shoes in my size (or even near my size). But previous season merchandise that is still on the website...probably not.

PS the more and more you establish yourself as a long term client, the more your SA will likely go out of their way to assist with these more niche items and they will likely be more responsive.

 

[nikotama]

I think it’s typical. In person clients get priority. I am a long distance client, but when I am in store with my SA, he is fully dedicated to my appointment. That can be an hour (and sometimes longer). He works about 8 hours a day and has stacked clients. He can barely get to his phone, so I understand if it takes a few days to get back to me or if he misses me in total, until I ping him again. I hate to say it, but a scarf (unless it is an exceptional model) is a very small individual item to text about and not worth your SAs time, when balanced against other priorities. I would save up your requests and send in one single text in advance of your appointment, but also be willing to look around and shop in store. The more I think about it, we have gotten so used to e-commerce, that we are making demands of in-store SAs that are pretty unreasonable. They are there to sell things that are in their store. Now does Hermes need to do a lot better of keeping things that are on display in stock in a number of sizes? 100% yes! Specifically shoes. Madison last week didn't have like 5-6 pairs of shoes in my size (or even near my size). But previous season merchandise that is still on the website...probably not.

PS the more and more you establish yourself as a long term client, the more your SA will likely go out of their way to assist with these more niche items and they will likely be more responsive.

@Crapples thanks so much!

 

[hobibi]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

My question is is this typical? Just want to have realistic expectations. Thank you!

It is true that sometimes they don’t reply right away given how busy they are and the amount of messages they’re probably getting in a day, but they still do maybe when it’s less busy (which can take either a few hours or days, from experience). And it is also true that in person is best, like what you have experienced too. The shopping experience is really different when you’re in the boutique and I think I read somewhere that they want to bring the consumers in.

Based on experience I also think still depends on your relationship with them and how long you have been working together. Like when I was new-ish/around three months with H I usually don’t get responses right away too but after say around half a year, my SA at least “reacts” to messages. She also assures me when im in store that when she doesn’t reply it doesn’t mean she ignored, it’s just that her hands were tied when i reached out—and I have told her that I understand. This way, we both don’t feel pressure to respond/wait for a reply right away. It’s nice because she knows she’s not at my beck and call, while for me I know that I’m not being shrugged off

Shopping should be fun and pleasurable if in store you’re happy i say give it a chance. Otherwise, maybe another SA?

Tl;dr in store interaction is best

 

[nikotama]

It is true that sometimes they don’t reply right away given how busy they are and the amount of messages they’re probably getting in a day, but they still would do maybe when it’s less busy (which can take either a few hours or days, from experience). And it is also true that in person is best, like what you have experienced too. The shopping experience is really different when you’re in store and I think I read somewhere that they want to bring the consumers in.

Based on experience I also think still depends on your relationship with them and how long you have been working together. Like when I was new-ish/around three months with H I usually don’t get responses right away too but after say around half a year, my SA at least “reacts” to messages. She also assures me when im in store that when she doesn’t reply it doesn’t mean she ignored, it’s just that her hands were tied when i reached out—and I have told her that I understand. This way, we both don’t feel pressure to respond/wait for a reply right away. It’s nice because she knows she’s not at my beck and call, while for me I know that I’m not being shrugged off

Shopping should be fun and pleasurable if in store you’re happy i say give it a chance. Otherwise, maybe another SA?

Tl;dr in store interaction is best

@hobibi thank you for sharing, especially since we shop at the same location!

 

[hobibi]

@hobibi thank you for sharing, especially since we shop at the same location!

Ooh maybe we’ll bump into each other one day!!

I agree with @Crapples—

the more and more you establish yourself as a long term client, the more your SA will likely go out of their way to assist with these more niche items and they will likely be more responsive.

 

[nikotama]

Ooh maybe we’ll bump into each other one day!!

I agree with @Crapples—

the more and more you establish yourself as a long term client, the more your SA will likely go out of their way to assist with these more niche items and they will likely be more responsive.

I hope to run into you! Another member on here and I made our appointments for the same time next week and I’m looking forward to it!

 

[hobibi]

I hope to run into you! Another member on here and I made our appointments for the same time next week and I’m looking forward to it!

I’d love to join if only I wasn’t there two weeks straight (last week and the other) maybe my SA needs a breather from me lol 👀😂

If there’s anything you want and you’re there at the boutique just ask. They’d be glad to find anything for you (as long as it’s available) and they can ship it directly to your home.

 

[OnlyModa]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

My question is is this typical? Just want to have realistic expectations. Thank you!

While it appears to be typical in H world, I personally don’t think it’s ok. You have spent a lot of money already. Maybe have a conversation next time in person as far as the best way to interact. Something like “I am sure you are crazy busy. Do you prefer that I nudge you a few times if I need something or you usually just get to things on your own as they come up”. My SA has “read” notification on. She is not the best if I ask about a specific item but is aways on it if there is an issue like an item I haven’t received

 

[Bereal]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

My question is is this typical? Just want to have realistic expectations. Thank you!

Just to add my two pennies in.. most H SAs like the above posters have already said are inundated with requests. You are lucky to still be able to text. Our store only allows emails.. maybe texts are for the VIP clients. I have realized the best response comes when I ask for an appointment and indicate what items I am looking for at that appointment ( not QB or non QB). My SA then gives me an appointment and when I go in .. she lets me know what is or is not available.

Your SA probably just wants you to come in to shop, especially since you seem to be a great client. At least in our store, that is generally what has been indicated to me. I have had similar experiences in other H stores as well.

 

[hobibi]

Just to add my two pennies in.. most H SAs like the above posters have already said are inundated with requests. You are lucky to still be able to text. Our store only allows emails.. maybe texts are for the VIP clients. I have realized the best response comes when I ask for an appointment and indicate what items I am looking for at that appointment ( not QB or non QB). My SA then gives me an appointment and when I go in .. she lets me know what is or is not available.

Your SA probably just wants you to come in to shop, especially since you seem to be a great client. At least in our store, that is generally what has been indicated to me. I have had similar experiences in other H stores as well.

Another positive side to this is that when we visit, we have their (almost) undivided attention too and they help us with what we are buying/want to buy in person

 

[nikotama]

While it appears to be typical in H world, I personally don’t think it’s ok. You have spent a lot of money already. Maybe have a conversation next time in person as far as the best way to interact. Something like “I am sure you are crazy busy. Do you prefer that I nudge you a few times if I need something or you usually just get to things on your own as they come up”. My SA has “read” notification on. She is not the best if I ask about a specific item but is aways on it if there is an issue like an item I haven’t received

That’s a great suggestion, thank you! It definitely didn’t feel right to not get a response when there’s an issue with my order. I love your suggestion because I definitely don’t want to change my SA, just want to have a bit more transparency.

 

[880]

My question is is this typical?

Yes. Esp for a past season scarf or homeware. Your text is one of literally dozens that they receive daily. Unless you are a long-standing, high expenditure client or a favorite for some other reason, they may not even make it to your request before the next days texts start to stack up. Even if they did make it to your text, they usually cannot reserve or charge send unless you are well established Or there in person. As for homeware, it can take many MANY months to order. (I’ve prepaid in full for glasses and have already waited 18-24 months. It may take until third quarter next year to complete the order.

I would save up your requests and send in one single text in advance of your appointment, but also be willing to look around and shop in store. The more I think about it, we have gotten so used to e-commerce, that we are making demands of in-store SAs that are pretty unreasonable. They are there to sell things that are in their store.

100% this ^ Company policy does NOT prioritze e-commerce.

 

[nikotama]

Yes. Esp for a past season scarf or homeware. Your text is one of literally dozens that they receive daily. Unless you are a long-standing, high expenditure client or a favorite for some other reason, they may not even make it to your request before the next days texts start to stack up. Even if they did, they usually cannot reserve or charge send unless you are well established Or there in person. As for homeware, it can take many MANY months to order. (I’ve prepaid in full for glasses and have already waited 18-24 months. It may take until third quarter next year to complete the order.

100% this ^ Company policy does NOT prioritze e-commerce.

@880 thank you! I’ll never be a high spender or a favorite so this is helpful to know!

 

[880]

@880 thank you! I’ll never be a high spender or a favorite so this is helpful to know!

To be clear, even a high spender or favorite may not get a favorable response by text. Part of the reason is bc the SA may have to make multiple attempts to track down someone in another store to answer the query about your item. The mosaic pattern is very popular, and it couls also be that the sending store is delaying in the hopes that one of their local clients buys it, so to get confirmation can be almost impossible. the only way to avoid this kind of aggravation is to limit your purchases to stuff you love that you see when you are at the store.

ETA: your SA may even have the best intentions of saving your text for a time when she has a spare ten minutes to initiate a request for info or follow up on your homeward, and then get slammed by various demanding walk in clients. Don’t take a lack of response personally