My opinion of Hermes is changing...

[EmileH]

Spot on with the identity crisis. Believe it or not, DH and I have had these discussions as we have seen the business change over the last decade and he is interested from a business point of view.
On a separate note I was just saying recently to friends that I don't even understand how FSH treats long time customers (some are my personal friends who have had bad experiences). It seems to be that FSH only wants
a) VIP clients who go to the roof garden for pics with Michael Costes
b) local Parisian clients
c) first time customers who are chasing the dream of 'scoring' that elusive Birkin or Kelly, and hopefully are not resellers.
And everyone else is to shop at their local home store or online.

I'm sorry to hear this. I believe your friends of course. The experience with Hermes is so variable. I have had just the opposite experience. I am by no means a big spender by Hermes standards but I visit fsh several times per year and I have had better service there than at my home store. They of course have a better selection of merchandise and the SAs have been very kind in helping me. They seem to value my business more and they send thank you notes and cards.

This is not the case at home. My local store seems frustrated that they cannot get merchandise in for customers and I think it has been so difficult for them to obtain specific items that they seem to prefer big spenders who will drop large sums of money on impulse rather than long term clients who wish to thoughtfully consider purchases. I have never asked them to bring in any item that I didn't end up buying as soon as it arrived but I have a sense that they really would rather not be bothered.

 

[QuelleFromage]

It confuses me why H doesn't do its own kind of innovation. The Amazone and Rocabar straps have been out a long time - why not sell those separately when they first came out?
Creations like the Collier de Chien were DARING when released.
Where is that spirit now?
I also don't see the equestrian designs in these handles and straps - it's been a while since I was riding regularly but I am not sure how, for instance, those handles are supposed to represent speed.
H needs some new stories to tell.

 

[QuelleFromage]

BTW, my comments about the blue box were not meant to be scornful of the Tiffany heritage - I just find it tragic what has happened to that brand. From Audrey standing in front of the window with a pastry dreaming of a world of pure beauty and luxury to what it is today (which I doubt Reed Krakoff can save - he is more likely to adjust it the way he did Coach, at best). As a brander, which is part of what I do for a living, Tiffany literally makes me want to weep.
If this happens to H I will not just want to cry about the brand - I will be pretty upset about what is now a substantial investment!

 

[bostonbirkin]

It confuses me why H doesn't do its own kind of innovation. The Amazone and Rocabar straps have been out a long time - why not sell those separately when they first came out?
Creations like the Collier de Chien were DARING when released.
Where is that spirit now?
I also don't see the equestrian designs in these handles and straps - it's been a while since I was riding regularly but I am not sure how, for instance, those handles are supposed to represent speed.
H needs some new stories to tell.

I desperately tried to find information that the handles did correlate with speed in the horse world; and I couldn't find ANY information. The SM at my H store told me that and I think it may be just a 'story'.

 

[periogirl28]

I'm sorry to hear this. I believe your friends of course. The experience with Hermes is so variable. I have had just the opposite experience. I am by no means a big spender by Hermes standards but I visit fsh several times per year and I have had better service there than at my home store. They of course have a better selection of merchandise and the SAs have been very kind in helping me. They seem to value my business more and they send thank you notes and cards.

This is not the case at home. My local store seems frustrated that they cannot get merchandise in for customers and I think it has been so difficult for them to obtain specific items that they seem to prefer big spenders who will drop large sums of money on impulse rather than long term clients who wish to thoughtfully consider purchases. I have never asked them to bring in any item that I didn't end up buying as soon as it arrived but I have a sense that they really would rather not be bothered.

I do have to say that I have always been treated with courtesy and very good service at FSH so it's hard for me when my friends' appointments are broken, with any prior warning and after they have flown in from a different continent.

 

[Ladybaga]

The Malachite was my second choice, the Handle was a pop blue, so it didn't have the same wow factor as the multicolored handles, IMO. The bags will cost about 13K. Each store only can order a hand full, so you should run now to your SM and SA : ) and reserve ; )

Thank you so much for your reply!

 

[QuelleFromage]

I do have to say that I have always been treated with courtesy and very good service at FSH so it's hard for me when my friends' appointments are broken, with any prior warning and after they have flown in from a different continent.

My husband will not set foot in FSH, he has been treated so badly. That's not my experience, but I have to say I don't enjoy it there anymore (and hubby hating it seals the deal). Contrast this to years ago when it was a delightful treat for us both (and my DH can charm birds out of trees).

 

[etoile de mer]

It's so disheartening when companies seem to discard their some of their core values and heritage, and thereby disenfranchise their loyal customers. I get so discouraged with this! Tiffany is just one of a number of companies that I feel have done this in the past few decades. Unfortunately a lot of the publicly traded companies just seem to be chasing their next quarterly earnings. I'm loyal to a point, and then I move on.

In contrast, and I hope I'm not being naive, I feel Hermes truly does value their heritage and has a devotion to quality. It seems rare to me now, to see a company so stubbornly hold on to craftsmanship, and quality. It does seem sensible to offer a wide range of items, at various prices. To many, even the lowest priced item, would be a special, luxury purchase. And some of the items might seem ubiquitous, but many people would have no idea what they are!

 

[papertiger]

It confuses me why H doesn't do its own kind of innovation. The Amazone and Rocabar straps have been out a long time - why not sell those separately when they first came out?
Creations like the Collier de Chien were DARING when released.
Where is that spirit now?
I also don't see the equestrian designs in these handles and straps - it's been a while since I was riding regularly but I am not sure how, for instance, those handles are supposed to represent speed.
H needs some new stories to tell.

These are traditional horses' browbands

 

[papertiger]

So long as Hermes continues to offer the classics as well as the trendier ltd ed variations, pays attention to quality and honours its commitment to spa and repair its older pieces I don't mind them innovating.

I was offered a shark Bolide, and it was beautifully made, I understand why my SA thought of me (slightly mad, artistic, loves bolides) but I prefer to find my 'quirky' stuff from vintage stores and antique fairs. I'm not interested in Birkins, mini bags or most things with 'H' on the front, but that's fine I still manage to spend far too much money in H, good thing we all like different things.

There is always pandering to whichever new group is thought of as having plenty of money (and spending) by many companies. I guess that's business, but most of those companies have models for growth and profit that are unsustainable. Let's hope Hermes thinks and has strategies that are more about sustainability.

 

[MSO13]

As another data point for you, I'm not a new H customer and I love the clic H bracelets. I think they are pretty and fit my wrist well. And I will say, that some of the colors are a challenge to get!

I hope that my posts aren't being interpreted as disparaging of Clics or Belt buckles or the people who buy them, that's really not my intention. They like so much of H come in so many delicious colors and I can see why one would love them.

 

[MSO13]

There is a great danger brandwise in trying to create an "accessible price point" tier in luxury. Does a robin's egg blue box mean luxury? Believe it or not, it used to.

But don't they already have accessible price point items at H? The Evie is a fraction of the B and less than most Chanel classics at this point, the Picotin is the same as a Chanel Mini or WOC. The shoes cost about the same as most other branded designers, the charms are the same as the Fendi bugs, the scarves at Gucci are just a little less than an H 90.

I actually don't think H is trying to court these clients my point is that they are struggling to convert them to lifelong customers who value the longevity and timelessness of the classic pieces. I don't think H wants more of the single purchase branded item clients, they want to figure out what else they can sell them but I don't think they're introducing lower quality products to capture those clients.

 

[MSO13]

I'm just catching up on this thread, I guess my question to those that are worried about the brand being devalued by more accessibility, isn't that better than the company being forced to change the way they do things?

I want H to keep making money, to keep paying it's craftsman, to keep paying the scarf designers for 2 years to work on a design, I want to support the company because I value how they do things! I can't begrudge them the need to make money, they are a business and I want them to stick around.

They are in a stronger position because they are not owned by a conglomerate like LVMH which mandates they make concessions for profit, I really don't see H going down this road. I think they care deeply about the products they put out with their name on them, no matter the price point.

I don't think chasing a trend or two is terrible, nor does it devalue the brand to me. If it nets them some profits in an uncertain time or helps capture some of the next generation of customers, I think it's necessary. When the items don't have the same feel, or I don't feel the quality in my hands when I try a bag, then I'll decide if I keep supporting them but for now, I'm overwhelmed by the beauty of my new Kelly 25 truly. It feels simply sublime and other bags just don't feel the same in comparison.

I'm glad this thread is lively again, it's always interesting to hear a different perspective.

 

[EmileH]

But don't they already have accessible price point items at H? The Evie is a fraction of the B and less than most Chanel classics at this point, the Picotin is the same as a Chanel Mini or WOC. The shoes cost about the same as most other branded designers, the charms are the same as the Fendi bugs, the scarves at Gucci are just a little less than an H 90.

I actually don't think H is trying to court these clients my point is that they are struggling to convert them to lifelong customers who value the longevity and timelessness of the classic pieces. I don't think H wants more of the single purchase branded item clients, they want to figure out what else they can sell them but I don't think they're introducing lower quality products to capture those clients.

Let's take the bags: The Evelyn and picotin are great. But between that and the Birkin/ Kelly price point there isn't a lot to choose from. The Halzan I suppose. Some of the other bag designs in the middle range seem a bit tired. I won't name them and offend anyone. I think they need more interesting bags in the $4000-5000 price range. Once you get to to the $7000-8000 range it's hard to justify not saving to get a Kelly or birkin,

I'm hopeful for the ready to wear. I wonder if that will really take off though. My store has very little.and the buy seems to get smaller each season. Even Chanel puts their RTW on sale at the end if the season so they can perhaps afford to take more risk and have more in stock. If I were Hermes I would do the same with ready to wear. If you can get more into the stores and people give it a try maybe they will get in the habit of buying. But I'm no retail expert so what do I know?

 

[MSO13]

Let's take the bags: The Evelyn and picotin are great. But between that and the Birkin/ Kelly price point there isn't a lot to choose from. The Halzan I suppose. Some of the other bag designs in the middle range seem a bit tired. I won't name them and offend anyone. I think they need more interesting bags in the $4000-5000 price range. Once you get to to the $7000-8000 range it's hard to justify not saving to get a Kelly or birkin,

I'm hopeful for the ready to wear. I wonder if that will really take off though. My store has very little.and the buy seems to get smaller each season. Even Chanel puts their RTW on sale at the end if the season so they can perhaps afford to take more risk and have more in stock. If I were Hermes I would do the same with ready to wear. If you can get more into the stores and people give it a try maybe they will get in the habit of buying. But I'm no retail expert so what do I know?

it's valid, that's a hard price for a lot of clients-myself included. I also have high hopes for the RTW as I love the new designer and I've really loved shoes for the last few seasons.

I just wish I could take all the people spending on the latest It bag by the hand and have them pet my Barenia Birkin or my Swift Kelly. I was saying to my SA, when you hold some bags by H you can feel what you're paying for and I just don't get that feeling from other brands I try. I bought a few Givenchy small cross body bags in Paris and it's night and day but they were less than an H wallet...