Maintaining an H relationship

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Curious what everyone would do with this. I thought I had a great relationship with my SA and really do like her. After making a big purchase last winter, and after spending a lot with this SA throughout 2024, I took a little break. This past spring, I messaged my SA in an attempt to purchase a shirt for my fiancé. I was told it was not enough money for the store to order it for me so my only choice was to either come into the boutique for her to order it online for me or I could place the order online myself. I opted to place the order online myself because it was a huge inconvenience to go all the way into the store to do this during that time.

Subsequently, I tried to make an appointment with her and unfortunately, as we were scheduling it, my son had to have surgery. When I told my SA I could not come in that week because of the surgery, I got absolutely no response from her (which honestly is crappy on her part). I then received a generic text a couple of months later saying my SA would be out of town to which I responded kindly that I hope my SA was off to someplace wonderful and to have a great time. Nothing in response again. When I compare this type of relationship to the kindness I consistently receive from SAs from other designer boutiques, who actually make an effort to communicate and tell me about new arrivals (etc.), I am really surprised by the lack of any effort by my Hermes SA. Shouldn't the SA put a modicum of effort into the relationship? Or am I being overly sensitive? Just really turned off by this whole thing.
 
Curious what everyone would do with this. I thought I had a great relationship with my SA and really do like her. After making a big purchase last winter, and after spending a lot with this SA throughout 2024, I took a little break. This past spring, I messaged my SA in an attempt to purchase a shirt for my fiancé. I was told it was not enough money for the store to order it for me so my only choice was to either come into the boutique for her to order it online for me or I could place the order online myself. I opted to place the order online myself because it was a huge inconvenience to go all the way into the store to do this during that time.

Subsequently, I tried to make an appointment with her and unfortunately, as we were scheduling it, my son had to have surgery. When I told my SA I could not come in that week because of the surgery, I got absolutely no response from her (which honestly is crappy on her part). I then received a generic text a couple of months later saying my SA would be out of town to which I responded kindly that I hope my SA was off to someplace wonderful and to have a great time. Nothing in response again. When I compare this type of relationship to the kindness I consistently receive from SAs from other designer boutiques, who actually make an effort to communicate and tell me about new arrivals (etc.), I am really surprised by the lack of any effort by my Hermes SA. Shouldn't the SA put a modicum of effort into the relationship? Or am I being overly sensitive? Just really turned off by this whole thing.
I’m sorry to read this. I think many H SAs have become spoiled with the fact that sales come so easily now. They also generally don’t have a lot of free time to be texting unless it’s to fulfill orders. I doubt the shirt buying incident had anything to do with her turning cold, perhaps she just got busy or has personal stuff going on but I do agree that I would have taken a whole twenty seconds to text back “hope your son is okay!” or something similar. :( I would make an appointment to go into the store to shop with her and see if the vibe is more what you expect while face to face. I’m guessing it will be. But if not, consider moving on to someone new.

PS- I hope your son is okay and doing better now!
 
I’m sorry to read this. I think many H SAs have become spoiled with the fact that sales come so easily now. They also generally don’t have a lot of free time to be texting unless it’s to fulfill orders. I doubt the shirt buying incident had anything to do with her turning cold, perhaps she just got busy or has personal stuff going on but I do agree that I would have taken a whole twenty seconds to text back “hope your son is okay!” or something similar. :( I would make an appointment to go into the store to shop with her and see if the vibe is more what you expect while face to face. I’m guessing it will be. But if not, consider moving on to someone new.

PS- I hope your son is okay and doing better now!
Thank you!! He is much better now! As for my SA, I am just having a hard time with the thought of me having to continually make the effort when it is not reciprocated. This should be a fun experience especially when you are spending so much money! But hopefully, I have completely misread the situation and it is nothing. If not, i guess I am grateful that LV & Dior make gorgeous exotic bags lol!
 
Thank you!! He is much better now! As for my SA, I am just having a hard time with the thought of me having to continually make the effort when it is not reciprocated. This should be a fun experience especially when you are spending so much money! But hopefully, I have completely misread the situation and it is nothing. If not, i guess I am grateful that LV & Dior make gorgeous exotic bags lol!
When one gets this kinda of vibe from a SA, first it's not professional & second, there is some level
of stress for the buyer. I don't enjoy that kind of shopping.JMO
In spite of being absent for a month or whatever the time frame is compounded by a family issue,
there really are no excuses that come to mind for a SA not to write respond in spite of how busy
they might be. At the end of the day, you are still a client.
Several bespoke designers that have been mentioned here pave the way for a very special
shopping & communicative experience especially for exotics.
 
To me the whole idea of Hermes enforcing policy to buy with same SA is ridiculous. I can understand that they want you to spend at one store but enforcing shop with same SA results in that kind of behavior at some employee. They know if customer started to spend big with them they can change attitude and customer will still be stuck with same SA being afraid to loose
Pre spend
 
To me the whole idea of Hermes enforcing policy to buy with same SA is ridiculous. I can understand that they want you to spend at one store but enforcing shop with same SA results in that kind of behavior at some employee. They know if customer started to spend big with them they can change attitude and customer will still be stuck with same SA being afraid to loose
Pre spend
To be fair, it’s not really a Hermes policy but rather a consequence of the way bags are allotted. They are rationed out to the SAs and then it is up to the SA to nominate a client to offer them to. Shopping consistently with one SA puts you top of mind with that SA. If everyone shopped with whomever whenever, it would be much more difficult for anyone to remember that so and so wants an xyz and it would likely fall to just the SM to do the entire allocation. It’s much better for everyone to work consistently with one person who will remember you and remember your style and your wishes.
 
To be fair, it’s not really a Hermes policy but rather a consequence of the way bags are allotted. They are rationed out to the SAs and then it is up to the SA to nominate a client to offer them to. Shopping consistently with one SA puts you top of mind with that SA. If everyone shopped with whomever whenever, it would be much more difficult for anyone to remember that so and so wants an xyz and it would likely fall to just the SM to do the entire allocation. It’s much better for everyone to work consistently with one person who will remember you and remember your style and your wishes.
They still have to go to SM and receive approval so it’s still up to SM to make decision. Or they could do a wishlist system like in Germany. Where you place your wish in system and not with specific SA.
 
When one gets this kinda of vibe from a SA, first it's not professional & second, there is some level
of stress for the buyer. I don't enjoy that kind of shopping.JMO
In spite of being absent for a month or whatever the time frame is compounded by a family issue,
there really are no excuses that come to mind for a SA not to write respond in spite of how busy
they might be. At the end of the day, you are still a client.
Several bespoke designers that have been mentioned here pave the way for a very special
shopping & communicative experience especially for exotics.
I agree. This really isn't the way i like to shop. I am amazed at the difference with how the other designer boutiques bend over backwards to create a fun shopping experience and regularly keep in contact, which in turn, keeps you coming back!
 
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To me the whole idea of Hermes enforcing policy to buy with same SA is ridiculous. I can understand that they want you to spend at one store but enforcing shop with same SA results in that kind of behavior at some employee. They know if customer started to spend big with them they can change attitude and customer will still be stuck with same SA being afraid to loose
Pre spend
I think this would eliminate lots of problems for the clients and will create healthy competition between the sales people
 
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Curious what everyone would do with this. I thought I had a great relationship with my SA and really do like her. After making a big purchase last winter, and after spending a lot with this SA throughout 2024, I took a little break. This past spring, I messaged my SA in an attempt to purchase a shirt for my fiancé. I was told it was not enough money for the store to order it for me so my only choice was to either come into the boutique for her to order it online for me or I could place the order online myself. I opted to place the order online myself because it was a huge inconvenience to go all the way into the store to do this during that time.

Subsequently, I tried to make an appointment with her and unfortunately, as we were scheduling it, my son had to have surgery. When I told my SA I could not come in that week because of the surgery, I got absolutely no response from her (which honestly is crappy on her part). I then received a generic text a couple of months later saying my SA would be out of town to which I responded kindly that I hope my SA was off to someplace wonderful and to have a great time. Nothing in response again. When I compare this type of relationship to the kindness I consistently receive from SAs from other designer boutiques, who actually make an effort to communicate and tell me about new arrivals (etc.), I am really surprised by the lack of any effort by my Hermes SA. Shouldn't the SA put a modicum of effort into the relationship? Or am I being overly sensitive? Just really turned off by this whole thing.
I could not agree more with you that a luxury experience should include sales people reaching out to us with new arrivals, facilitating contact, etc. It is upside down right now
 
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Thanks for your experience and insight, words of encouragement, etc. To give you more details about my current journey and frustration, I have gone against my fairly practical nature and have bought things that I don’t really need or against my practical side and better judgement. I do like them, don’t get me wrong, but don’t need them or I would rather spend my hard earned cash on other things or other brands. For example, I bought a whole service of 8 dinnerware set just to meet this round of prespend. Buyers remorse. I already have my none H china which I adore and lots of too many sets of casual, themed dinner sets as well, but did this honestly because I was running out of things to buy. I am a very practical person and don’t need another set of china especially a H branded one. Deep down, I think this is me being excessive, I know all this is on me, all in the hopes of securing my next bag. During that meeting when I mentioned my wishlist, I really felt that a year of waiting and not asking was being very patient. I was being good and not pushy. My SA actually brought up my wishlist in late January and so I was honestly hopeful and optimistic and honestly thought I was really close and would get a bag soon/during that quarter. I was pretty optimistic. Fast forward to June, I was getting more and more frustrated and my optimism and patience wearing. I needed to ask; I was holding it all in, disappointment and frustration. During my last visit my SA was showing me another watch (already have one which I still haven’t used which I honestly bought to help with my prespend for my first bag), but yeah I don’t want to tell them outright that I would rather get a Cartier watch instead and I don’t want to spend for any more fine jewelry. I would rather spend my jewelry allocation elsewhere like VC or Cartier or Tiffany. I honestly contemplated just buying that second watch, that’s when I got the courage and brought up the question, do you think I would be getting my next bag by end of the year, in which they replied, you just got a bag. They didn’t even want to talk about it as if yeah it was already decided. So it really leads me to believe, that they are just trying to sell me things with no intention of getting me a bag this year. I didn’t demand a bag, I just asked if there was anyway I would get a bag this year. My SA didn’t seem to like me bringing it up and pretty much just ended that conversation. I felt as if they were thinking it was wrong for me to ask, that I should already just be grateful. My feeling is that my SA has since gotten more clients and is now focusing on them. They have forgotten that it’s been already a year and have no real intention of getting me one soon, ie by the end of the year. So in the mean time, just sell.
Seriously, if you just want a bag, and really have no interest in the other goods, then just go to a reseller and buy the bag you want. Yes, it's more expensive then what you pay for in the boutique, but by the time you add up what you're spending just to get a bag offer, it's likely cheaper.
 
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