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.

 

[bextasy]

@880 I have been wanting Kelly sellier 25 in any medium to dark color, as long as it ties together two dozen RTW pieces I have bought in the last couple of years for travel and every day. I have asked for any color; a year later decided to narrow it down thinking that saying "any medium to dark grey" will be broad enough yet give my SA a target to work on. They recently told me there is not grey this year (yeah, right). I asked for guidance on making a better wish and reiterated the purpose again and instead of getting that assistance was offered... drum roll... white alligator Birkin. Talk about not being heard! I guess on paper there was an offer this year and I declined it.
As for your practical advice of reaching out to corporate (I do love that you give practical advice always), I have heard that being mentioned but did not realize it was actionable. I would not even know where to begin reaching someone who would take me seriously.

It's crazy when they tell you they aren't making certain colors when they clearly are and it is public knowledge. I asked for a Dore MK and was told they weren't making it this year.

 

[miss mitzi]

It's crazy when they tell you they aren't making certain colors when they clearly are and it is public knowledge. I asked for a Dore MK and was told they weren't making it this year.

It could be true though. This year the offers are all the silver ones. I stopped seeing offers of Dore after the first quarter.

 

[bextasy]

It could be true though. This year the offers are all the silver ones. I stopped seeing offers of Dore after the first quarter.

Interesting..

 

[thisiscrazy]

[
You can ask right away. Whether you should and whether you’ll succeed are two more different questions though.

There are no global limits on non quota bags from physical stores. Your store may have its own individual guidelines but corporate does not impose anything. Online the limit is one per the six month season (Jan- June and July- Dec), I believe.

I have bought 4 bags (only 1Qb) in 5 months. If they have the bag, they will sell it to you. Other than QBs

 

[880]

As for your practical advice of reaching out to corporate (I do love that you give practical advice always), I have heard that being mentioned but did not realize it was actionable. I would not even know where to begin reaching someone who would take me seriously.

If you can, estimate of your years of tenure shopping at Hermes. And your level of spend (this is common profile info available to your SM and to you. It is helpful to begin your complaint by including it.

Inform your SM of your intent to write a formal complaint. Remind your SM that you have been very patient and have given your SA a number of chances over a long period of time. Nothing has changed in terms of lack of responsiveness and inability to hear you voice your preferences.

1. The fact that your SM could not find an SA who is more responsive to your needs and concerns and preferences is unusual. Even excluding bags, your SA simply does not seem to have the time or energy to service your needs.

2. Your SM should be able to provide the name of someone in the NYC Corporate office who handles client services or the information for that department. If she cannot find a name immediately you csn send a letter to CEO and President. Where of course it will be filtered down to someone who can assist.

In the letter, I would mention the length of my tenure shopping at Hermes; my level of spend; and my love of the brand, specifically xxxx. Your complaint is simply astonishment that such a premier luxury company could offer substandard service. If you list the dates of your requests; the amount of time you’ve waited; and the lack of response, that may be helpful.

I am of two minds whether to include lack of a bag in my first written complaint. But, I have a more conflict averse way of handing complaints than some others I would rather wait for a response that should go along the lines of “we are very sorry, what can we so to remedy this situation.” But many ofhers like @Angiebbb achieve their goals with a more direct approach.

 

[Angiebbb]

They couldn’t order Dore this year; the ones they are offering lately are the ones that arrived from their orders last year (or the year prior, I don’t recall). Manager abroad told me every single VIP, celebrity, influencer in that store has asked for one and that it seems most were allocated to Asia.

She said she could probably get me any MK alligator instead of it; it seems even the B20 is less popular in that place than the MK Dore. Funny enough I know a person that got it as first QB in another place with 20.000 euros prespend bc the clients in that store are very conservative and metallics are associated with older and flashy grandmothers. The person was not convinced bc it is a flashy metallic, so SA offered SO for black MK at same time.

It is around $35k max $40k resale these days (small resellers), so probably not worth whatever super high prespend it might need.

It's crazy when they tell you they aren't making certain colors when they clearly are and it is public knowledge. I asked for a Dore MK and was told they weren't making it this year.

 

[880]

If you can, estimate of your years of tenure shopping at Hermes. And your level of spend (this is common profile info available to your SM and to you. It is helpful to begin your complaint by including it.

Inform your SM of your intent to write a formal complaint. Remind your SM that you have been very patient and have given your SA a number of chances over a long period of time. Nothing has changed in terms of lack of responsiveness and inability to hear you voice your preferences.

1. The fact that your SM could not find an SA who is more responsive to your needs and concerns and preferences is unusual. Even excluding bags, your SA simply does not seem to have the time or energy to service your needs.

2. Your SM should be able to provide the name of someone in the NYC Corporate office who handles client services or the information for that department. If she cannot find a name immediately you csn send a letter to CEO and President. Where of course it will be filtered down to someone who can assist.

In the letter, I would mention the length of my tenure shopping at Hermes; my level of spend; and my love of the brand, specifically xxxx. Your complaint is simply astonishment that such a premier luxury company could offer substandard service. If you list the dates of your requests; the amount of time you’ve waited; and the lack of response, that may be helpful.

I am of two minds whether to include lack of a bag in my first written complaint. But, I have a more conflict averse way of handing complaints than some others I would rather wait for a response that should go along the lines of “we are very sorry, what can we so to remedy this situation.” But many ofhers like @Angiebbb achieve their goals with a more direct approach.

ETA: @OnlyModa , it occurred to me that a nice way of hinting about what you want may be to say something (along with the many other preferences your SA has ignored; forgotten; not paid attention to; not respected)

One example: you discussed a future wish list bag that you would like two years ago: either a plain leather B25 in any dark neutral, amended after x months to a med - dark gray of which there are many.* (Ardoise; Gris Meyer (lighter); etain; Gris ___ (I’m having a senior moment and forgot the name of the blue gray color, but it’s what @Bdbunny just got in shoulder birkin form.

The SA ignored your request and offered you a white alligator B25 after two years
Which is so outside the realm of what you want, that it’s hard to believe it was a serious offer.

She also claimed that there are no grays available this year, which is odd bc the runway features gray… (or some rationale that is pertinent to your situation.

JMO of course. Fingers crossed that you come to an acceptable resolution

ETA: im no color expert. @acrowcounted and many others here would be more familiar with current colors

 

[OnlyModa]

It sounds like you’ve extended them every courtesy.

I prefer to make it really clear, as I would simply let your SM know that you have given this relationship a good faith effort without any decernible change, and your next step will be to write a brief note to corporate to formalize your issues. (Whether you do or not may depend on your SMs reaction) BC this issue may not be unique to you personally.

I will say that DH and I explained to our SM and SA that we felt we would have to write to corporate after waiting years for our stemware. They responded that they completely understood; that they would also feel outraged about the delay; and to please give them a last chance to see if the situation could be resolved. Which it eventually was. I don’t think legitimate complaints, calmly and clearly expressed, are detrimental to an ongoing store relationship.

No matter what you decide, fingers crossed for a happy outcome.

ETA: I’m assuming your wish is not something like a stormy Faubourg or himalaya which may take a while even for solid VVIP profile clients, IDK, since those bags are well above my pay grade in all meanings of the phrase

Just as dear @haute okole jokes she will never spend above her age, I don’t think I could ever spend about the price of a car on a bag (I’m not really joking about that lol)

@880 while we discussed more special bags, my actual wish has been a Kelly sellier 25. All I want is a long strap bag for every day/travel to go with several dozen of recently purchased ready to wear pieces. I did verbalize some colors as I thought being a little more specific would be helpful. When my essay said that there is no grade this year.

ETA: @OnlyModa , it occurred to me that a nice way of hinting about what you want may be to say something (along with the many other preferences your SA has ignored; forgotten; not paid attention to; not respected)

One example: you discussed a future wish list bag that you would like two years ago: either a plain leather B25 in any dark neutral, amended after x months to a med - dark gray of which there are many.* (Ardoise; Gris Meyer (lighter); etain; Gris ___ (I’m having a senior moment and forgot the name of the blue gray color, but it’s what @Bdbunny just got in shoulder birkin form.

The SA ignored your request and offered you a white alligator B25 after two years
Which is so outside the realm of what you want, that it’s hard to believe it was a serious offer.

She also claimed that there are no grays available this year, which is odd bc the runway features gray… (or some rationale that is pertinent to your situation.

JMO of course. Fingers crossed that you come to an acceptable resolution

ETA: im no color expert. @acrowcounted and many others here would be more familiar with current colors

I think "it was not a serious offer" is very well put (among other great suggestions)

I stopped by Madison today to get a box for a blanket I bought as a gift for someone overseas and the box did not fit in my luggage. I came with a receipt and fully prepared for a "no". I received the most amazing service. They were shocked that I expected to prove the purchase. My store is never that friendly.

 

[Angiebbb]

I talked to corporate last year in the U.S. and the person said I will look for a bag for you and for your husband. Mine arrived in a couple of weeks.

My husband followed up twice in six months. Once he got reply. Then I met with corporate and in a few weeks my husband’s bag arrived.

I would suggest following up - store manager or corporate won’t follow up unless a celebrity, socialite or VIP. I would go with all colors of K25 sellier that are in season that you could accept to get the bag soon and move on from this store.

Please don’t make any more purchases unless it is the bag, and don’t make any more purchases there after the bag. You will see, it will be a relief for you to move on from this store.

You mentioned new store manager? New to H or to that store? Sometimes new store managers are wonderful bc they want to get everything done and don’t know the law of the land much; since they are new they tend to get more their way with upper management in the beginning. Sometimes not because they adopt the law of the land to the extreme not to make any mistakes, or try to make their own law of the land (which was a disaster in one place I heard of, 7 months without hitting sales targets, the manager didn’t like approving bags).

To find the person in corporate, just ask the hospitality people who manages the region, or who the SM reports to. Send an email describing your experience. Always describe experience as observations and how it made/makes you feel.

If you want to keep at store level, my friend took her mega VIP friend with her (she is a VIP today in the same store) and the VIP friend asked the SM to help my friend. The whole store pays attention to her now. Sending someone influential to help seems to work too.

In a small store, I believe it is best to move on after getting the bag, even if SM assigns you another SA. I just moved on and feel very happy.

My friend remained in her store and is very happy, but she didn’t have problems with her SA, she actually liked her. She just wanted bags and items to arrive for her, and they were able to fix that. The SM went to corporate and other stores to get bags for her.

SMs can go to corporate, flagships and Paris to ask for bags for their clients, so there is no excuse at your level of spend for a normal leather Kelly 25 sellier.

I have three friends in the U.S. that the stores requested and Paris sent the bags they wanted; one also got a QB from Madison earlier this year (her store got it from Madison, not sure if directly or through corporate), and the store is often getting NQBs for her from other stores.

 

[bextasy]

They couldn’t order Dore this year; the ones they are offering lately are the ones that arrived from their orders last year (or the year prior, I don’t recall). Manager abroad told me every single VIP, celebrity, influencer in that store has asked for one and that it seems most were allocated to Asia.

She said she could probably get me any MK alligator instead of it; it seems even the B20 is less popular in that place than the MK Dore. Funny enough I know a person that got it as first QB in another place with 20.000 euros prespend bc the clients in that store are very conservative and metallics are associated with older and flashy grandmothers. The person was not convinced bc it is a flashy metallic, so SA offered SO for black MK at same time.

It is around $35k max $40k resale these days (small resellers), so probably not worth whatever super high prespend it might need.

Thank you so much for the info. This is why I love TPF!

 

[haute okole]

Thank you so much for the info. This is why I love TPF!

Me too, and yes, @Angiebbb I am so that older flashy grandma, but without the grandkids, who adored the MK D’ore but saw Kathy Hilton and Cookie Johnson get my bag🤣🤣🤣. It is a running joke among my girlfriends and my SA.

 

[OnlyModa]

@880 while we discussed more special bags, my actual wish has been a Kelly sellier 25. All I want is a long strap bag for every day/travel to go with several dozen of recently purchased ready to wear pieces. I did verbalize some colors as I thought being a little more specific would be helpful. When my essay said that there is no grade this year.

I think "it was not a serious offer" is very well put (among other great suggestions)

I stopped by Madison today to get a box for a blanket I bought as a gift for someone overseas and the box did not fit in my luggage. I came with a receipt and fully prepared for a "no". I received the most amazing service. They were shocked that I expected to prove the purchase. My store is never that friendly.

This is so funny. These are some answers I started dictating on my phone and never finished plus some other things I must have been saying with the mice on. Some of what I am saying makes sense but some is crazy. Thanks for reading