Maintaining an H relationship

[papertiger]

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

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[Miss Al]

I don't understand why they (SAs/SMs) act like this.

They want you to be "loyal" to them/their store, but they won't transfer an item you want, to THEM, so they can get the credit for it.

Sounds very hypocritical, and sounds like they like to hold you in bondage. It's almost like one of those unhealthy relationships where the person doesn't do what you need them to do, but ALSO doesn't want you to go out and get what you need.

For my case, I think it's beyond that. Some "office politics" involved in transferring of inventory... which will affect relations with the SM of the other store... as if we are snatching their priced inventory.

My SA never mentions about charge send. Also, at my store we cannot request for items purchased online to be collected or transferred to my store.

 

[acrowcounted]

I don't understand why they (SAs/SMs) act like this.

They want you to be "loyal" to them/their store, but they won't transfer an item you want, to THEM, so they can get the credit for it.

Sounds very hypocritical, and sounds like they like to hold you in bondage. It's almost like one of those unhealthy relationships where the person doesn't do what you need them to do, but ALSO doesn't want you to go out and get what you need.

It’s not so much the requesting store that doesn’t want to do it, it’s the sending store that doesn’t want to give up an item and get zero payoff from it. The local SM feels the same way about other stores requesting from them so they all just play not nicely with one another. And I mean I kind of get it. Extreme example but, if I’m an SM and was smart enough to spend my entire podium budget on pink GHW mini Kelly’s while every other store bought only swift puce B45s, and then all the other stores one by one forced transfers with me where I have to send them my pink mini kelly and get their puce B45 in return because their clients want what I ordered instead, I’d be pretty peeved off.

 

[FrenchNewbie]

It’s not so much the requesting store that doesn’t want to do it, it’s the sending store that doesn’t want to give up an item and get zero payoff from it. The local SM feels the same way about other stores requesting from them so they all just play not nicely with one another. And I mean I kind of get it. Extreme example but, if I’m an SM and was smart enough to spend my entire podium budget on pink GHW mini Kelly’s while every other store bought only swift puce B45s, and then all the other stores one by one forced transfers with me where I have to send them my pink mini kelly and get their puce B45 in return because their clients want what I ordered instead, I’d be pretty peeved off.

Yeah, that's very extreme and we're not talking QBs here...seems the OP was talking about "basic stuff" like RTW or jewelry. It's just weird that the 'politics' and selfishness have a global effect.

 

[acrowcounted]

Yeah, that's very extreme and we're not talking QBs here...seems the OP was talking about "basic stuff" like RTW or jewelry. It's just weird that the 'politics' and selfishness have a global effect.

Sigh, my example was to illustrate the point. Same thing goes with any other category. If I’m smart enough to buy the “right” product that my store can sell, and SM over there wasn’t, why should that be my problem? That’s why they have charge sends where the client can still be satisfied and I and my store still get credit for properly anticipating product demand.

 

[Miss Al]

Sigh, my example was to illustrate the point. Same thing goes with any other category. If I’m smart enough to buy the “right” product that my store can sell, and SM over there wasn’t, why should that be my problem? That’s why they have charge sends where the client can still be satisfied and I and my store still get credit for properly anticipating product demand.

+1

Don't do to others what you don't want them to do to you.

This refers to any item. QB or not... it affects relations.

 

[Bdbunny]

Question for the wise H elders: I have been shopping with my SA for years. She is lovely, fun, gives fantastic advise- she has been at the store for many years so knows how something is going to fit me before I even put it on. However, she does not transfer things in, she does not do searches. I can probably insist. I can make her SM make her. She is not going to like it. It is not the time spent on the project- she never rushes me, even when I know her next client is waiting she makes me feel like it is all about me. Somehow she just does not like doing it. She is not one of those SAs who will hunt an item down. Should I just give up on those items and only by what is in store? I do not really need anything, it is only want at this point in my life. Another option is to have a relationship with another SA. I am in NY often and purchased from someone at Madison a small handful of items. If my store does not have it, I can then check with the other SA. I would assume both will know about the other purchases so I would be hurting my relationship for a jacket I can perfectly live without. One way of looking at it is that I should be grateful. Realistically, she is saving me a lot of money

I’m so confused… so when you ask your SA, “hey do you have this item in my size?” what is her response if she doesn’t have it? Just a flat “no”? When she goes into her phone to check on the item, doesn’t she see where it is available? Usually when my SAs check their phone, they’ll say “I don’t have one here but I see one at another store and I can do a charge send and ship to you.” Or they’ll say, “oh not right now but I see some coming, I’ll tag one with your name.” If it’s not available at another physical store and my store is not getting any, then we’ll do a click to pay from the website if it’s available in the website. It’s very rare for them to do an actual transfer from a different store. I’ve had a few pieces of RTW and fine jewelry actually transferred, but very rarely and they usually do charge sends.

This interaction of checking the phone and determining availability and from which source happens almost every single time I shop! Whether it’s in person or remote. Unless they are showing me something they just received, then I am asking them for something I saw online, whether it was the H website or social media. And then they tell me which modality they will use to source the item for me… since you know, they like it when I buy stuff from them.

So I guess I’m confused why your SA can’t help you buy more stuff? She otherwise sounds really great.

 

[OnlyModa]

To be clear, are we really talking about “transfers” (ie you need to see and try the item before buying) or are we talking about items you are 100% committed to purchasing and thus really a “charge send”? Transfers have been mostly shut down over the last couple of years because they are a pain in the neck and the sending store loses credit for an item they were smart enough to order in return for a less saleable item. But charge sends have taken their place and should be an SAs immediate next step when an item isn’t available in the local store. Charge sends are relatively easy and the sending store is typically happy to take care of it as the sending store still gets full credit (rare instances of an item being the last one in stock and an SA at the sending store KNOWS their client Susan will definitely be buying it from the SA very soon, so the store “sits on” or blocks the send have happened but are relatively rare). Every SA should be happy to do a charge send and/or website order because they get full credit for the sale like any other. However, if it’s an item you want to see before you buy, then yeah, most SAs aren’t going to be much help with that these days.

She has never suggested to help me with the website order. She always said that I should do it on my own. If it is RTW I can not guarantee that I will keep it without trying on. I have literally never returned anything but then I have never bought things sight unseen. I take that back. I bought boots on line and exchanged them for another size. Not sure if that would qualify as returning.

 

[OnlyModa]

Buy it online THROUGH HER. Is this perhaps what she means? Then she and you both still get credit.

She never suggested it and I did not know it was an option. I have a feeling she does not either. I will ask next time!

 

[OnlyModa]

I’m so confused… so when you ask your SA, “hey do you have this item in my size?” what is her response if she doesn’t have it? Just a flat “no”? When she goes into her phone to check on the item, doesn’t she see where it is available? Usually when my SAs check their phone, they’ll say “I don’t have one here but I see one at another store and I can do a charge send and ship to you.” Or they’ll say, “oh not right now but I see some coming, I’ll tag one with your name.” If it’s not available at another physical store and my store is not getting any, then we’ll do a click to pay from the website if it’s available in the website. It’s very rare for them to do an actual transfer from a different store. I’ve had a few pieces of RTW and fine jewelry actually transferred, but very rarely and they usually do charge sends.

This interaction of checking the phone and determining availability and from which source happens almost every single time I shop! Whether it’s in person or remote. Unless they are showing me something they just received, then I am asking them for something I saw online, whether it was the H website or social media. And then they tell me which modality they will use to source the item for me… since you know, they like it when I buy stuff from them.

So I guess I’m confused why your SA can’t help you buy more stuff? She otherwise sounds really great.

She checks her phone and if they do not have it thats where she ends the conversation. Yesterday I took it further and asked her to look if other stores have it. They did and she reluctantly suggested to send it to me. Her facial expression and her tone clearly told me not to. I have known her for many years now . I can understand the worry if she did that for me 10 times now and I returned all 10 items but that is not the case.
She has told me (in writing) that she never knows what it coming until it gets there.

 

[spidermann]

She checks her phone and if they do not have it thats where she ends the conversation. Yesterday I took it further and asked her to look if other stores have it. They did and she reluctantly suggested to send it to me. Her facial expression and her tone clearly told me not to. I have known her for many years now . I can understand the worry if she did that for me 10 times now and I returned all 10 items but that is not the case.
She has told me (in writing) that she never knows what it coming until it gets there.

My SA is kind of similar , although in the past she made offers to order stuff online for me. After a couple online orders she strongly suggested that I stick with buying in store stock. If I show her something like a scarf and the store doesn’t have it, usually that’s the end of conversation. But one time I wanted a 10k piece of fine jewelry. When she couldn’t find it in the store, she said she would look for it at other stores, and have it transferred in. But then luckily the manager found it in my store. I think it really depends on the item and how much it’s priced, at least for my SA !

 

[GloWW0rM]

She checks her phone and if they do not have it thats where she ends the conversation. Yesterday I took it further and asked her to look if other stores have it. They did and she reluctantly suggested to send it to me. Her facial expression and her tone clearly told me not to. I have known her for many years now . I can understand the worry if she did that for me 10 times now and I returned all 10 items but that is not the case.
She has told me (in writing) that she never knows what it coming until it gets there.

Hi, @OnlyModa, are you in Europe? I have the same experience with my SA and I’m wondering if they’re discouraged to search and hold popular items. When I ask for something, my SA will check stock on her phone. Most often, if it’s not available she will say so and make a note to “keep an eye out”. Mostly this does not materialise. Occasionally,
she can see if stock is arriving and will put my name against an item, however this has not happened since summer. I’ve got used to it and I know that she does her best within the parameters. I understand that H has introduced many policies this past year and are holding SAs to them.

Edit: my SA has ordered from online while I was in store once for fine jewellery and even then she had to get approval to do so.

 

[GabrielleS]

To be clear, are we really talking about “transfers” (ie you need to see and try the item before buying) or are we talking about items you are 100% committed to purchasing and thus really a “charge send”? Transfers have been mostly shut down over the last couple of years because they are a pain in the neck and the sending store loses credit for an item they were smart enough to order in return for a less saleable item. But charge sends have taken their place and should be an SAs immediate next step when an item isn’t available in the local store. Charge sends are relatively easy and the sending store is typically happy to take care of it as the sending store still gets full credit (rare instances of an item being the last one in stock and an SA at the sending store KNOWS their client Susan will definitely be buying it from the SA very soon, so the store “sits on” or blocks the send have happened but are relatively rare). Every SA should be happy to do a charge send and/or website order because they get full credit for the sale like any other. However, if it’s an item you want to see before you buy, then yeah, most SAs aren’t going to be much help with that these days.

My reference to transfers is items that are fully paid for in advance. At my store that’s how it works, all worldwide searches and items brought in from another store are paid for in advance in full.

 

[acrowcounted]

My reference to transfers is items that are fully paid for in advance. At my store that’s how it works, all worldwide searches and items brought in from another store are paid for in advance in full.

That’s a charge send then.

 

[GabrielleS]

That’s a charge send then.

Now only allowed at my store for above a certain $ threshold and only for domestic stores.

 

[loh]

@OnlyModa, I feel for you and that must be incredibly frustrating. Whenever I'm looking something that my store doesn't have my SA always says we can order/get that for you and happily gets it either online or via ways as @acrowcounted mentioned. I've never had a threshold limit for anything to be ordered. As for her not knowing what they're getting, my SA can tell what's been ordered for the store and if it's on the way, I'm always happy to wait until it gets to my home store to purchase. I would ask her again re: online orders cause that really shouldn't be an issue. They have a dedicated sales terminal at the store where they ring those items up separately. Good luck!