Maintaining an H relationship

[papertiger]

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

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[880]

Hi all - mostly a lurker, but trying to get into the habit of posting more (everyone is so helpful).

Can I just express frustration? No H store in our state but we selected a store where we travel easily 8-10 times a year.

January - May we hit a 2:1 prespend (in store purchases 5-10k, remote purchases 2-5k). Acquired a b25. Our SA was great at first, but slowly interactions got worse. She completely disregarded an order (wrong color for $8k item) and forgot I had purchased a watch. Regardless, I got a b25 offer and flew out immediately yay! (we weren’t offered even water at our appointment 🫠).

Since May we’ve had 1) ignored multiple texts about scheduling an appointment so we ended up not visiting the store (it takes away from family time) 2) ignored text about buying a saddle box (the $4k item) and 3) promised but never called us before her 3 week vacation so we could place an order.

Needless to say, we cancelled our trip to the store next month. It’s frustrating because this location is perfect for us and our travel schedule.

I thought about letting things cool for a few months and going back for a new SA… Not sure what I’m looking for. Opinions? Commiseration? Advice? 💜

I’m sorry this is happening to you. May I ask, is this a busy flagship or maison? Do you like this SA and this location enough to sort things out? If so, perhaps make an appt with her via the boutique concierge. That is a good time to f8nd out if she is still working there in an SA capacity. If you’d rather switch SAs, but you want to stay with this location, simply go to the store and see if you like a vibe from anyone else, or contact the store to see if you can simply make an appt with first available at your convenience. You are not obligated to stick with an unresponsive SA. You do not owe anyone any explanation, but if you feel like saying something —in case you run into her — that you assumed she didn’t have time on her busy roster for you.

I don’t think a cooling off period is helpful or necessary, unless you want that time away from Hermes. I would suggest, though, if you decide to give her another chance or if you do run into her, you might give her a chance to explain. One reason is because your B25 offer on a 2X spend is quite lucky. It signals that your SA thinks highly of you. The other reason to allow the chance to explain is in case she has been ill or had a personal emergency. You don’t want to break up with her and discover her mother has a terminal illness; or she tore her Achilles tendon; or, her dog passed away. Or she has been overrun with in store clients, or her manager doesn’t like her and assigned her to first floor walk ins for weeks. .

This explanation can also come from the SM if you have a relationship with that individual. This way, you’ve given everyone the opportunity to rectify their error. Sadly, what I have been told from my own SAs is that boutiques, especially busy flagships and maisons are told to prioritize in store clients. The SAs are not given any time to respond via text or email, and must juggle all of this in snatched moments on their own. They are also s9met8mes not able to reserve in store merchandise or charge send as easily as before.

If you decide to switch locations, I would go into the next location of your choice and explain that you are looking to move your custom and establish a relationship with a new local store. This can certainly be said without undue criticism (bc you never know if you will want to return). But, I think it’s best to stay with your original location if possible. Your purchase history is with the store, not the SA. I wish you the best of luck.

ETA: if you wish to try for more bags via boutique route, it is possible, perhaps even likely that 2X spend between bags may be insufficient in a very competitive location. If you do not see yourself buying as much boutique merchandise, it can be helpful — and less stressful— to buy a mix of well priced authentic resale and then buy boutique goods wherever you like.

ETA: when an SA disregards or ignores an order, it might be bc she cannot source the item. If your interaction is more like a list of things you want in text form, this is also not the easiest for an SA to fulfill. Hermes corporate does not make long distance ordering easy. (There are long tenured or high net worth or high spend client exceptions of course). If you weren’t offered water and your SA forgot you purchased a watch, the glass is still half full with the acquisition of a B25

 

[Letter]

Hi all - mostly a lurker, but trying to get into the habit of posting more (everyone is so helpful).

Can I just express frustration? No H store in our state but we selected a store where we travel easily 8-10 times a year.

January - May we hit a 2:1 prespend (in store purchases 5-10k, remote purchases 2-5k). Acquired a b25. Our SA was great at first, but slowly interactions got worse. She completely disregarded an order (wrong color for $8k item) and forgot I had purchased a watch. Regardless, I got a b25 offer and flew out immediately yay! (we weren’t offered even water at our appointment 🫠).

Since May we’ve had 1) ignored multiple texts about scheduling an appointment so we ended up not visiting the store (it takes away from family time) 2) ignored text about buying a saddle box (the $4k item) and 3) promised but never called us before her 3 week vacation so we could place an order.

Needless to say, we cancelled our trip to the store next month. It’s frustrating because this location is perfect for us and our travel schedule.

I thought about letting things cool for a few months and going back for a new SA… Not sure what I’m looking for. Opinions? Commiseration? Advice? 💜

I agree - super frustrating but ALSO - B25 in 5 months with 2:1 spend seems amazing to me. I agree with calling the store to set up an appointment.

 

[cravin]

Hi all - mostly a lurker, but trying to get into the habit of posting more (everyone is so helpful).

Can I just express frustration? No H store in our state but we selected a store where we travel easily 8-10 times a year.

January - May we hit a 2:1 prespend (in store purchases 5-10k, remote purchases 2-5k). Acquired a b25. Our SA was great at first, but slowly interactions got worse. She completely disregarded an order (wrong color for $8k item) and forgot I had purchased a watch. Regardless, I got a b25 offer and flew out immediately yay! (we weren’t offered even water at our appointment 🫠).

Since May we’ve had 1) ignored multiple texts about scheduling an appointment so we ended up not visiting the store (it takes away from family time) 2) ignored text about buying a saddle box (the $4k item) and 3) promised but never called us before her 3 week vacation so we could place an order.

Needless to say, we cancelled our trip to the store next month. It’s frustrating because this location is perfect for us and our travel schedule.

I thought about letting things cool for a few months and going back for a new SA… Not sure what I’m looking for. Opinions? Commiseration? Advice? 💜

Just passing along what I’ve been told. A) SAs have been told to prioritize in-store over text. B) our SA told us that the level of foot traffic has been insane. He said it has been more than double that of last year. C) our SA gets approximately 100 texts a day.

I’m not saying it is an excuse for your poor customer service, but just maybe some reasons behind it. I agree with the others, call for an appointment. When you meet with your SA, let them know you felt ignored and ask if there’s a different way they’d like to interact.

 

[Bdbunny]

Needless to say, we cancelled our trip to the store next month.

Sorry you’re going through this. It’s frustrating when your SA doesn’t facilitate shopping ! Like I’m trying to buy something. Why won’t you help me spend my money??

Just wondering if you can clarify- were you able to schedule an appointment for next month? Or was this the appointment that didn’t get confirmed?

I was going to say if you do have an appointment, I would suggest still going even though your SA hasn’t been the greatest at responding lately. I find that in person face time helps to solidify the relationship and it’s more fun to shop in person than remotely with a payment link. Also if you cancel, then your SA may not take your future appointments as seriously, especially knowing that you are a long distance client.

Like others have said, they are inundated with messages all day long. It’s probably not intentional. And also sometimes a non response means they don’t have it. Like the saddle box. Maybe they were out of stock.

But I agree, at the end of the day, you still received poor customer service, and that doesn’t feel nice when it’s supposed to be luxury shopping. Although I’m not sure that I would break up with her this very second without one more face to face visit. I’m sure you’ll have a great shopping trip in person and all will be forgiven lol.

 

[Bag_Lover_Hermes]

I’m sorry this is happening to you. May I ask, is this a busy flagship or maison? Do you like this SA and this location enough to sort things out? If so, perhaps make an appt with her via the boutique concierge. That is a good time to f8nd out if she is still working there in an SA capacity. If you’d rather switch SAs, but you want to stay with this location, simply go to the store and see if you like a vibe from anyone else, or contact the store to see if you can simply make an appt with first available at your convenience. You are not obligated to stick with an unresponsive SA. You do not owe anyone any explanation, but if you feel like saying something —in case you run into her — that you assumed she didn’t have time on her busy roster for you.

I don’t think a cooling off period is helpful or necessary, unless you want that time away from Hermes. I would suggest, though, if you decide to give her another chance or if you do run into her, you might give her a chance to explain. One reason is because your B25 offer on a 2X spend is quite lucky. It signals that your SA thinks highly of you. The other reason to allow the chance to explain is in case she has been ill or had a personal emergency. You don’t want to break up with her and discover her mother has a terminal illness; or she tore her Achilles tendon; or, her dog passed away. Or she has been overrun with in store clients, or her manager doesn’t like her and assigned her to first floor walk ins for weeks. .

This explanation can also come from the SM if you have a relationship with that individual. This way, you’ve given everyone the opportunity to rectify their error. Sadly, what I have been told from my own SAs is that boutiques, especially busy flagships and maisons are told to prioritize in store clients. The SAs are not given any time to respond via text or email, and must juggle all of this in snatched moments on their own. They are also s9met8mes not able to reserve in store merchandise or charge send as easily as before.

If you decide to switch locations, I would go into the next location of your choice and explain that you are looking to move your custom and establish a relationship with a new local store. This can certainly be said without undue criticism (bc you never know if you will want to return). But, I think it’s best to stay with your original location if possible. Your purchase history is with the store, not the SA. I wish you the best of luck.

ETA: if you wish to try for more bags via boutique route, it is possible, perhaps even likely that 2X spend between bags may be insufficient in a very competitive location. If you do not see yourself buying as much boutique merchandise, it can be helpful — and less stressful— to buy a mix of well priced authentic resale and then buy boutique goods wherever you like.

ETA: when an SA disregards or ignores an order, it might be bc she cannot source the item. If your interaction is more like a list of things you want in text form, this is also not the easiest for an SA to fulfill. Hermes corporate does not make long distance ordering easy. (There are long tenured or high net worth or high spend client exceptions of course). If you weren’t offered water and your SA forgot you purchased a watch, the glass is still half full with the acquisition of a B25

Thank you so much for the thoughtful response! We will do some thinking, I’d like to give the store / SA an opportunity. For reference, it’s not a flagship/boutique store. Let’s just say it’s a smaller store in a sunny and warm state with multiple stores in the state but ours has a “mouse” for a state mascot 😂👀 (looking at you Google).

Regarding the spend, we feel very lucky to have been able to acquire a bag so quickly. And really didn’t want the impression to be “buy a Birkin and leave”. However some of the missed texts have also been for scheduling appointments (within the next 2-3 weeks - only on Saturdays so we like to give notice).

I think this will be good to think through, but I think staying with the store - at a minimum - is a good plan for now.

 

[Bag_Lover_Hermes]

I agree - super frustrating but ALSO - B25 in 5 months with 2:1 spend seems amazing to me. I agree with calling the store to set up an appointment.

Thank you for the advice! My husband was thinking a scheduled appointment would help too. And yes, I’m learning maybe 2:1 isn’t that high for b25. It was a lovely gold on gold - such a beautiful bag!

 

[Bag_Lover_Hermes]

Just passing along what I’ve been told. A) SAs have been told to prioritize in-store over text. B) our SA told us that the level of foot traffic has been insane. He said it has been more than double that of last year. C) our SA gets approximately 100 texts a day.

I’m not saying it is an excuse for your poor customer service, but just maybe some reasons behind it. I agree with the others, call for an appointment. When you meet with your SA, let them know you felt ignored and ask if there’s a different way they’d like to interact.

Thank you for the points around text vs in person. There’s rumors my home state might (one day) get Hermes. I’d love an opportunity to just drive, but unfortunately wherever we go and try to build a relationship - we’ll need to do some remote shopping to stay relevant to our SA.

And I can feel their pain about texts, I barely respond to texts during my work day and I sit in an office all day! This is all very good feedback for us to consider.

 

[880]

Thank you for the advice! My husband was thinking a scheduled appointment would help too. And yes, I’m learning maybe 2:1 isn’t that high for b25. It was a lovely gold on gold - such a beautiful bag!

A gold on gold B25 with 2X spend under 5 months is extremely lucky. While some members might get a chance like this, a great many do not. Saturdays may also be a really peonlematic time. You should check your local thread for more detailed info. At one point, my Madison SA told me that management strongly oreferred that appts not be made on weekends. Bc those were the days with the most walk ins.

 

[DME]

Thank you so much for the thoughtful response! We will do some thinking, I’d like to give the store / SA an opportunity. For reference, it’s not a flagship/boutique store. Let’s just say it’s a smaller store in a sunny and warm state with multiple stores in the state but ours has a “mouse” for a state mascot 😂👀 (looking at you Google).

Regarding the spend, we feel very lucky to have been able to acquire a bag so quickly. And really didn’t want the impression to be “buy a Birkin and leave”. However some of the missed texts have also been for scheduling appointments (within the next 2-3 weeks - only on Saturdays so we like to give notice).

I think this will be good to think through, but I think staying with the store - at a minimum - is a good plan for now.

In case this is helpful, I usually email my SA about three weeks ahead of a visit (my home store is on the other side of the country!), but I often don’t hear back from her until a couple of days before. Apparently SAs don’t receive their schedules more than a few days in advance, so booking appointments is tricky. They may have an idea of when they’ll be working, but it’s not set on stone. And since H SAs are notorious for not responding unless they have an item/information… My Cartier SA complains of the same thing as my H SA (schedules not provided until a couple of days before).

 

[880]

A comment on SA relationships. Occasionally it is nice to briefly text a thank you or a selfie with the item your SA has found for you. I wouldn’t do it often; I wouldn’t make an habit of it; and I wouldn’t make it long. Just enough to show that you love and appreciate your SA’s efforts. (Only if you would naturally do so, and if your SA has indicated an openness and willingness to communicate of course). Don’t take a lack of response personally ever. Most SAs, as per @cravin, have a ton of texts daily). So be considerate.

 

[HermesXoXo]

True. Well, everyone is different (i.e., YMMV). It is their choice to offer me another SO slot or not, and I respect that. (I cannot force them to do anything for me.) It is also my decision if I want to switch a store or not (since it's my money and shopping should be fun). So, what's the problem here?

PS. I am really not into arguing with anyone here. So, please don't argue with me about my shopping styles. Thanks.

I’m not arguing with you, but sharing as a seasoned Madison client. Was offered SO 2x per year in 2016, 2017, and 2018. Then only one in 2021 and not another til 2023. This is reflective of H’s current priority to offer SOs to clients who have yet to be offered one. So it’s highly, highly, and very highly unlikely you’ll be offered another one next year. For your sake, I think you should continue your shopping in NJ and Paris.

 

[Capitaliste]

I’m not arguing with you, but sharing as a seasoned Madison client. Was offered SO 2x per year in 2016, 2017, and 2018. Then only one in 2021 and not another til 2023. This is reflective of H’s current priority to offer SOs to clients who have yet to be offered one. So it’s highly, highly, and very highly unlikely you’ll be offered another one next year. For your sake, I think you should continue your shopping in NJ and Paris.

Thank you for your insight, and this is a great suggestion. I appreciate your comment as a seasoned client!

 

[addiCCted]

we hit a 2:1 prespend (in store purchases 5-10k, remote purchases 2-5k).

Just to clarify bc I may be misunderstanding the math, but taking the high limit of both in store (10k) and remote (5k), it adds up to about 15k. Isn’t that more like 1:1.5 spend?

If so then that is super lucky spend!! And in less than 6 months.

 

[hbr]

A comment on SA relationships. Occasionally it is nice to briefly text a thank you or a selfie with the item your SA has found for you. I wouldn’t do it often; I wouldn’t make an habit of it; and I wouldn’t make it long. Just enough to show that you love and appreciate your SA’s efforts. (Only if you would naturally do so, and if your SA has indicated an openness and willingness to communicate of course). Don’t take a lack of response personally ever. Most SAs, as per @cravin, have a ton of texts daily). So be considerate.

I actually do this and my SA always appreciates and enjoys the selfie texts (I get emojis and hearts etc so I know it’s well received).

 

[880]

I actually do this and my SA always appreciates and enjoys the selfie texts (I get emojis and hearts etc so I know it’s well received).

Thanks. My SA also respond emojis. Occasionally sends me a selfie in jest back. It can be a nice (occasional) break from all of the product demand texts he gets. But, I really do not clutter up his text messages with a lot of it lol. Also Depends on the relationship one has, and if it’s natural part of the interaction

Edited