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.

 

[Luvbolide]

I am not in the US, just a little more north. I’d definitely like to chat to my potential new SA before committing to make sure I feel like we are compatible. He’s come up and asked if we were being helped during the times I was waiting around for my current SA - my husband mentioned that nobody else has ever done that before and it seemed like a positive sign. He’s also the friendliest person I seem to encounter in the store these days.

I know with the politics at my store that if I speak to the SM my relationship with my SA will definitely be over. I think that’s something I may be more inclined to do if I get a negative response or more of the run around after the candid conversation I am planning to have next visit. I had to resort to the SM when I had an issue with my K 2 years ago and it definitely made things very tense with my SA for a while after.

Thanks for the kind words and advice. I know something has to change so H can remain my happy place. I love the brand so much, it’s a shame that some of the games the SA’s play can ruin the experience.

It sounds like you have a good plan going forward. Definitely do what you are most comfortable with, at the end of the day you want to feel as if you did everything that you could.

The reason that I asked where you are located is that in the US we have an extremely litigious society. A company can get sued over inappropriate remarks - and not just by the person who the comment was directed to, but by any employee or other customer that overheard it. Not saying that is a good thing, or that it would be a good case, but some people like drama and attention - and seeing the resulting press coverage.

Please do report back after you have spoken to your SA. I am sorry that you are going through this, but clearing the air - and making a change if you have to - will make you feel better. Good luck!

 

[cravin]

Yeah I was really surprised when she said it. Every time I asked for pink items she played it off and eventually told me that. The SA is Asian herself so I thought she was just telling me that her Asian clientele are purchasing all the pink items but the longer I thought about the worse it felt because it seemed like I am viewed lesser and would never be offered those pieces.



Thank you I had wondered if it was racist because it definitely felt very off. Maybe that’s why I am never offered anything by her?

Not only would I be looking for another SA, I would be looking for another store. If the Sales Supervisor and Store Manager put up with this sort of behavior, then that should be a concern as well. I realize that some folks don't have as many boutiques to choose from, so I'd also recommend confronting her on it. I personally think that she's using you for her commissions. You have proven that you will keep going back even when the story keeps changing, so she keeps lining her pockets with commissions. If you confront her on it, it would most likely change something for the better as a) she would realize that she needs to change or b) she will blow you off and you have your decision made up on working with a new SA. I also wouldn't hesitate to have a conversation with the Supervisor. Explain everything in a "I'm not whining. Here is my history and here's how I've been treated". Chances are good that the Supervisor would pick you up as a client themselves. The Supervisor is there to handle regular staff scheduling and whatnot, but also there for escalations when things aren't running smoothly.

 

[MSO13]

I have been a regular client at my H store for several years now. I usually pop in one or two times a month and make purchases; wallets, scarves, bracelets etc. My store requires a specific $ quota before they can offer a bag - which I understand and honestly have no qualms about since I genuinely love all the pieces I've purchased from there.

However, this past year I feel like my SA keeps getting my hopes up and telling me I will be offered a bag very soon and nothing ever materializes. I was offered a Kelly, which had some issues and I exchanged for a different one, almost 2 years ago now and that has been the last offer I ever received from this store. I began seriously inquiring about a B around my birthday in June - since this is a bag I have been after since I began shopping with my SA at H a few years ago (I've also casually mentioned it several times over the years but knew it would probably take a while to come to fruitition). I was told for sure by the end of summer I would have what I was looking for. Insert crickets. I was busy over the summer and shopping at the store less frequently so maybe my SA forgot about me, I was lower priority - no problem, life happens. I begin coming in again regularly at end of summer, and even opened up my wish list to a wider range of colours, and my SA promises me I will get a bag by my anniversary in September... again, nothing. I don't ask her every time I shop and try to be low key because I don't want to be hounding her every week.... but I feel like I have been super patient and she just never follows through.

I have also caught her lying recently as well which really bothered me. She mentioned a specific colour was going to be coming in for bags but not until next year. A friend of mine purchased that exact colour of bag she mentioned a few weeks ago from the same store. She's also told me they hadn't seen a black B around in many months as I began asking again about a month ago, yet I was shopping in the store and a different SA brought out a BLACK B30 for his client right beside me today. A friend of a friend also purchased a black B a few months ago from the store. I realize that H can be secretive but I feel like my SA just doesn't even appreciate me as a client. My husband could see how upset I was getting and started rushing me out of the store to go get some lunch and destress. Honestly the entire situation was incredibly uncomfortable for everyone since her lies were kinda exposed as that SA brought out that B and she tried to pretend it wasn't even happening.

Has anyone ever dealt with this situation from an SA? Is it time for me to find a new one? Will it be awkward if I "break up" with her and move to someone else?

I’ve followed your posts for a few days but hadn’t time to reply with a few thoughts. I know my store staff quite well, we work with a lot of the same clients so they share quite a bit of info with me. There is definitely severe competition for coveted bags among the SAs. They do see both orders for the season and shipment lists when bags are en route but that’s not to say they are available. My store told me a bag I was interested in was on order and they could put my name down for it, they’ve also told me that a color I was interested in was already spoken for in all the variations they had ordered and I would need to wait or special order it. Competition for desirable colors is also fierce, I think there was probably a better way to say that Pink is hard to come by and even harder for the SAs to allocate to clients. When something really desirable comes in, they have to put names in a hat to see who can get it to offer.

Pinks, brights, pastels are only allowed to be ordered in the most limited quantities by each store so they are very hard to get. Basic colors are the most in demand and my SA told me that demand is way up as people want more under the radar colors lately. It does sound like your SA wants to placate you and doesn’t seem to be able to get a bag for you and I like the suggestions of being direct with the store manager and switching to the new friendly SA

As for the lying, I’m not sure there’s an easy way to address that. If they told the truth about spending profile, purchase history, client priority, SM approval etc its a can of worms and likely to be much more offensive to the clients. They have their way of doing things and while it’s not preferable to lie regularly to the clients, it’s easier than the somewhat arbitrary rules they have to follow. I think I would prefer to hear “no black right now” than “no black bag for you because you haven’t spent enough this year” or “I can’t sell you that bag because I haven’t made my sales this month”

Lastly, do you feel that you’re being strung along because of the return issue with the Kelly? It sounds like that might have been a difficult situation and while it wouldn’t be right, do you think they harbor some kind of resentment over that bag? You don’t need to reveal details but maybe that’s worth talking to them about to ensure it’s not an obstacle to getting the bag you want.

I think you’re in a competive market with lots of bag clients waiting, you can always try working with another store remotely or traveling or looking at what it’s worth to you and finding the bag with a reseller and calling it a day. I hope you’re able to sort it out with the staff and wishing you some H fairy dust that you get your bag soon!

 

[CSbaglvr]

Not only would I be looking for another SA, I would be looking for another store. If the Sales Supervisor and Store Manager put up with this sort of behavior, then that should be a concern as well. I realize that some folks don't have as many boutiques to choose from, so I'd also recommend confronting her on it. I personally think that she's using you for her commissions. You have proven that you will keep going back even when the story keeps changing, so she keeps lining her pockets with commissions. If you confront her on it, it would most likely change something for the better as a) she would realize that she needs to change or b) she will blow you off and you have your decision made up on working with a new SA. I also wouldn't hesitate to have a conversation with the Supervisor. Explain everything in a "I'm not whining. Here is my history and here's how I've been treated". Chances are good that the Supervisor would pick you up as a client themselves. The Supervisor is there to handle regular staff scheduling and whatnot, but also there for escalations when things aren't running smoothly.

Perhaps you are right. I actually know the SM from her previous position at Louis Vuitton and we didn't particularly mesh there either, but I didn't think it would have *that* much impact on things at the moment. Maybe that is also a factor now that I think about it. At one point I worked with some supervisor after my K issue and she was absolutely amazing. However, when I tried to continue our relationship and schedule appointments she directed me back to my normal SA. I don't ever see her working out on the floor and wonder if she doesn't have any regular clients? She was by far the best service I received at my H store and it's a shame I haven't been able to connect with her again. Otherwise, I have also formed a really positive relationship with an SA in NYC - my husband thinks I should save all my shopping for the few times a year we go there to visit instead. The store also has a lot more selection of things I like purchasing (non B/K bags, rodeo charms etc..)

 

[CSbaglvr]

I’ve followed your posts for a few days but hadn’t time to reply with a few thoughts. I know my store staff quite well, we work with a lot of the same clients so they share quite a bit of info with me. There is definitely severe competition for coveted bags among the SAs. They do see both orders for the season and shipment lists when bags are en route but that’s not to say they are available. My store told me a bag I was interested in was on order and they could put my name down for it, they’ve also told me that a color I was interested in was already spoken for in all the variations they had ordered and I would need to wait or special order it. Competition for desirable colors is also fierce, I think there was probably a better way to say that Pink is hard to come by and even harder for the SAs to allocate to clients. When something really desirable comes in, they have to put names in a hat to see who can get it to offer.

Pinks, brights, pastels are only allowed to be ordered in the most limited quantities by each store so they are very hard to get. Basic colors are the most in demand and my SA told me that demand is way up as people want more under the radar colors lately. It does sound like your SA wants to placate you and doesn’t seem to be able to get a bag for you and I like the suggestions of being direct with the store manager and switching to the new friendly SA

As for the lying, I’m not sure there’s an easy way to address that. If they told the truth about spending profile, purchase history, client priority, SM approval etc its a can of worms and likely to be much more offensive to the clients. They have their way of doing things and while it’s not preferable to lie regularly to the clients, it’s easier than the somewhat arbitrary rules they have to follow. I think I would prefer to hear “no black right now” than “no black bag for you because you haven’t spent enough this year” or “I can’t sell you that bag because I haven’t made my sales this month”

Lastly, do you feel that you’re being strung along because of the return issue with the Kelly? It sounds like that might have been a difficult situation and while it wouldn’t be right, do you think they harbor some kind of resentment over that bag? You don’t need to reveal details but maybe that’s worth talking to them about to ensure it’s not an obstacle to getting the bag you want.

I think you’re in a competive market with lots of bag clients waiting, you can always try working with another store remotely or traveling or looking at what it’s worth to you and finding the bag with a reseller and calling it a day. I hope you’re able to sort it out with the staff and wishing you some H fairy dust that you get your bag soon!

When I first formed my relationship with my SA she was totally straight forward about the spending profile. That was actually what I loved about her. I asked, "what do I have to do to get a B or K?" She said, "spend X amount on these items and you will be offered." I am okay hearing these things and can accept I am not the biggest spender in the store. Usually when I approach my SA to inquire about being offered a bag I tell her all the things I am open to and say "can this happen in the next ~ 6 months or so?" I know it takes time and am okay waiting. But she will come back and tell me, "oh, I can get you something way sooner than that! Couple of weeks for sure." Then my little heart gets broken because she seems to forget about me completely or ignores the previous conversation we had by the next time I go in.

I do think to some extent I am getting strung along because of the K and think that is a topic I need to bring up during our candid convo. In the past 1.5-2 years since that issue I have not had any other difficulties, never returned an item etc. I knew my SA was upset about what happened with the K so I wanted to show her I was loyal and would stick with her even though what happened sucked for both of us. I still want to be pleasant and respectful, but I expect some honest answers. I am thinking of going back in later this week (since I was "promised" a bag before Xmas). I will definitely report back how the conversation goes and what the outcome is!

Thanks for your kind words!

 

[A-Line]

Usually when I approach my SA to inquire about being offered a bag I tell her all the things I am open to and say "can this happen in the next ~ 6 months or so?" I know it takes time and am okay waiting. But she will come back and tell me, "oh, I can get you something way sooner than that! Couple of weeks for sure."

After reading through your posts and other responses, I think what really bothers me if I were in your position was the fact that you were given multiple promises and nothing ever materialized.

I totally get the previous responses that said that SAs don't really have a lot of visibility into or control of what is allotted to them. And this, I think, is the reason why the process of getting a B/K is always opaque and inconsistent from store to store / SA to SA. Because of that, I always try to tamper my expectations and keep reminding myself of the mantra, "it's a marathon, not a sprint!" while only buying things that I truly like (which, in all honesty, is quite a lot!). However, if I were in your shoes I would not be able to tamper my expectations because the SA keeps promising that the bag would come "soon" (even with a specific time frame), and never did. My SA never shares things like shipments, or what they have in the back, and so on and so forth, but she's also not one that says anything beyond, "one of these days, I will surprise you." and she has, very consistently so. I'm OK with that but I can see myself getting disappointed if I was given a promise, with some sort of a timeframe no less, and she doesn't follow through.

I would echo the other responses in that you need to go and have a candid discussion. Frame it around the promises and the lack of follow through. Give the specific examples. See where it takes you. Good luck with the discussion and please do keep us posted.

 

[CSbaglvr]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

 

[acrowcounted]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

Fantastic news! So glad it worked out for you! Now we need pictures

 

[Yoshi1296]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

Wow! Congrats!!

 

[nicole0612]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

So happy for you! This is wonderful news!
I wonder if she reads this forum [emoji6]

 

[catin]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

Glad to hear it worked out for you and happy holidays enjoying the new bag!

 

[tramcaro]

UPDATE: Well, my SA pretty much blew my mind today. She actually sent me an email saying a bag is available to me. I pretty much dropped everything I was doing to run down there as fast as I could! She offered me a B25 in rose pourpre with an alternative of B25 etain. I really really love the RP but recently bought a B25 in rose azalea second hand since I was really desperate for that colour. So I thought the smartest choice was to take etain. She also mentioned that she needs to get me more bags next year and straight up said what colours were possible - literally the most honest she has been without me having to bring anything up! I am honestly so surprised and relieved because for once I felt appreciated by her. And ladies, she actually followed through on this promise! I am blown away.

Very glad you have your happy ending I’m sure your SA has been working hard behind the scene to secure for you these choices. Enjoy, and have a great holiday!

 

[cravin]

Congrats. Glad that it worked out.

 

[Coconuts40]

Perhaps you are right. I actually know the SM from her previous position at Louis Vuitton and we didn't particularly mesh there either, but I didn't think it would have *that* much impact on things at the moment. Maybe that is also a factor now that I think about it. At one point I worked with some supervisor after my K issue and she was absolutely amazing. However, when I tried to continue our relationship and schedule appointments she directed me back to my normal SA. I don't ever see her working out on the floor and wonder if she doesn't have any regular clients? She was by far the best service I received at my H store and it's a shame I haven't been able to connect with her again. Otherwise, I have also formed a really positive relationship with an SA in NYC - my husband thinks I should save all my shopping for the few times a year we go there to visit instead. The store also has a lot more selection of things I like purchasing (non B/K bags, rodeo charms etc..)

Congratulations! This is great news and I am very happy for you. hope you do a reveal!

 

[txrosegirl]

this is such great news! so glad your SA came through! enjoy your bag and looking forward to a reveal!