My opinion of Hermes is changing...

[PJW5813]

Hermes is about much more than Birkins and Kellys. It is the recent motivation to develop a relationship with a SA and build up a purchase history in the often unsated desire to get these that is now causing frustration with the brand.
These are only two (admittedly very profile) products from a plethora of other highly desirable items that distort the perception of what Hermes is and what it has to offer.

 

[Elaria]

I agree with this wholeheartedly and I am so sorry for your poor experience especially as a long term customer. I tried to cultivate a relationship at my local Hermes store but could not do so. As a result, I felt anxiety and pressure and there is some psychological punishment that comes with cultivating a relationship, and I am speaking as someone new to Hermes. I don't want to feel this pressure when shopping and have decided to continue to purchase at Hermes as I desire, and purchase K or B bags (if I desire) through the resale route. My appreciation for H brand is authentic but I cannot go into a boutique and feel this anxiety I always feel when I step in, because one misstep and I will never be 'offered' a bag. I cannot do this anymore and I am glad I learned early on.

I am right there with you. I will only do Hermés shopping on their website or via AFF for harder to obtain items. The Game is just too much for me, especially when I am spending the amount of money I do there.

 

[EmileH]

Hermes is about much more than Birkins and Kellys. It is the recent motivation to develop a relationship with a SA and build up a purchase history in the often unsated desire to get these that is now causing frustration with the brand.
These are only two (admittedly very profile) products from a plethora of other highly desirable items that distort the perception of what Hermes is and what it has to offer.

My frustration actually had more to do with other goods that I wanted not bags.its easy to explain it away as bag envy but it goes further. Some SAs think they can give lousy service and the customers just have to take it. I took my business elsewhere and I'm happy I did.

 

[marbella8]

I will add, besides the game that I refuse to play, where I live, I am seeing too much of Hermes, to the point that as of last year I must say I am kind of over H. If I find a Kelly 28 or Pochette in a color I like, I will take it, but frankly, I don't need or want more bags from the brand.

 

[catsinthebag]

Hermes is about much more than Birkins and Kellys. It is the recent motivation to develop a relationship with a SA and build up a purchase history in the often unsated desire to get these that is now causing frustration with the brand.
These are only two (admittedly very profile) products from a plethora of other highly desirable items that distort the perception of what Hermes is and what it has to offer.

My frustration actually had more to do with other goods that I wanted not bags.its easy to explain it away as bag envy but it goes further. Some SAs think they can give lousy service and the customers just have to take it. I took my business elsewhere and I'm happy I did.

I know many people try to cultivate a relationship with an SA specifically to get a Birkin or Kelly, but that’s not the case for me. I don’t have any Birkins, and my Kelly’s are all vintage from various resellers. My relationship with my particular SA evolved over years of buying scarves, non-B or K bags, and a variety of other things things ranging from silver to china. My frustration isn’t with the brand overall or an inability to get a B or a K. But poor service recently has made me question the desire for these beautiful things, and take stock of what works for me and my lifestyle. “Because it’s Hermes,” by itself is no longer a good enough reason to buy something.

 

[Hat Trick]

Service is everything, IMHO!

 

[Yoshi1296]

This is my first time seeing this thread and I must agree with the last few posts here. The idea of building a relationship with your SA for a bag and all that nonsense is so draining and time-consuming.

I think every brand has a flaw of theirs and Hermes' flaw is their service in my opinion.

I'm a frequent buyer at Celine and I think what I love ((everything cause Phoebe Philo is a genius)) but also when it comes to their store the SAs are so approachable that building a relationship with an SA is SO easy and just happens organically.

The issue with Hermes is not only that you have to build a REALLY good relationship but also how hard it is to have an SA approach you and be nice to you to start that relationship in the first place. The store near me just feels like I'm walking through the hallways of high school and I have the cheerleading squad judge me like maniacs. The store is gorgeous and the products are amazing but the feeling you get inside the store is anything but welcoming because of the vibes from the SAs.

Sigh...my hunt for my 1st Birkin continues but I don't think it's gonna happen because I don't really want to spend all that money to build a relationship when I could just use that money...towards the birkin!

 

[duna]

I have gone through this thread quickly and am surprised that I had not contributed to it....maybe back in 2014, when the thread was started, things weren't so bad at my local H.

To make a long story short, after being a happy and faithfull customer for over 35 years, my relationship with Hermès has come to an end. Since my SM retired almost 2 years ago and my longtime SA fell seriously ill, things have drastically changed. This ridiculous quota of 2 bags per year and a drastic change in store policies, (only ordering Togo and Epsom bags because that's what most people want), I want Fjord, Clemence, Boxcalf, I want HAC's 32......

All this is not the Hermès I used to know and love. From now on I'll be only buying pre-owned bags in the leathers and styles I prefer.

 

[EllenTsai]

If I’m browsing in a store I usually prefer SAs to leave me alone until I need to speak to them so I don’t really feel snubbed I suppose.
Maybe I’m quite lucky that my SA has been very nice to me and all the SAs in my boutique have all been very nice.
Everytime my daughter goes to the boutique she gets little treats like biscuits, sweets and macaroons.
One day while my daughter was happily munching on macaroons I told her to say thank you and not to keep asking for more cause she might just be devouring all my SA’s afternoon snack and there might be nothing left for her. My SA told me not to worry cause their clients always bring things like cakes, biscuits and macaroons in for them.
I felt a lot better after knowing that my daughter is just clearing their excess inventory...

 

[Elaria]

This is my first time seeing this thread and I must agree with the last few posts here. The idea of building a relationship with your SA for a bag and all that nonsense is so draining and time-consuming.

I think every brand has a flaw of theirs and Hermes' flaw is their service in my opinion.

I'm a frequent buyer at Celine and I think what I love ((everything cause Phoebe Philo is a genius)) but also when it comes to their store the SAs are so approachable that building a relationship with an SA is SO easy and just happens organically.

The issue with Hermes is not only that you have to build a REALLY good relationship but also how hard it is to have an SA approach you and be nice to you to start that relationship in the first place. The store near me just feels like I'm walking through the hallways of high school and I have the cheerleading squad judge me like maniacs. The store is gorgeous and the products are amazing but the feeling you get inside the store is anything but welcoming because of the vibes from the SAs.

Sigh...my hunt for my 1st Birkin continues but I don't think it's gonna happen because I don't really want to spend all that money to build a relationship when I could just use that money...towards the birkin!

I also feel very uncomfortable when walking in the store as a Caucasian female. The store I shop at (SCP) is primarily consumed with clients of Asian descent that purchase many high ticket items at a time. Every single time I have wanted something, such as a lizard CDC, red egee clutch, I am told it is on hold for someone else or that I will be given a call when one comes in. I have never received a call from my SA and I have spent about $15-20k with her and online at Hermés not including my B and K from AFF. After popping into the store just to browse and see if there was anything I’d like to buy (sometimes buying items) for many months without ever being treated like a serious buyer, I gave up. Chanel and Louis Vuitton have much better customer service, especially Chanel. I am always treated like a VIP customer regardless of what I buy. I am also notified as soon as an item I want is in stock via text/call from my SA.

I also highly despised being told I would get a call from my Hermés SA when an ombré cdc came in or an egee clutch, but never once heard from her. Her sincerity when telling me she would call me really had me fooled. Thanks for making me feel like I am not good enough to walk into your store or wear your items. The SAs at Hermés honestly act like they are the richest and most snotty group of people in some sort of elite club and the reality of it is the complete opposite.

Maybe one day Hermés service will recognize we live in the 21st century and adapt to better customer service, until then I’ll spend my hard earned money elsewhere.

 

[catsinthebag]

I also feel very uncomfortable when walking in the store as a Caucasian female. The store I shop at (SCP) is primarily consumed with clients of Asian descent that purchase many high ticket items at a time. Every single time I have wanted something, such as a lizard CDC, red egee clutch, I am told it is on hold for someone else or that I will be given a call when one comes in. I have never received a call from my SA and I have spent about $15-20k with her and online at Hermés not including my B and K from AFF. After popping into the store just to browse and see if there was anything I’d like to buy (sometimes buying items) for many months without ever being treated like a serious buyer, I gave up. Chanel and Louis Vuitton have much better customer service, especially Chanel. I am always treated like a VIP customer regardless of what I buy. I am also notified as soon as an item I want is in stock via text/call from my SA.

I also highly despised being told I would get a call from my Hermés SA when an ombré cdc came in or an egee clutch, but never once heard from her. Her sincerity when telling me she would call me really had me fooled. Thanks for making me feel like I am not good enough to walk into your store or wear your items. The SAs at Hermés honestly act like they are the richest and most snotty group of people in some sort of elite club and the reality of it is the complete opposite.

Maybe one day Hermés service will recognize we live in the 21st century and adapt to better customer service, until then I’ll spend my hard earned money elsewhere.

I have to say, I agree with you especially re. Chanel. I haven’t spent nearly as much money there as I have at H, but I receive wonderful treatment from my SA every time I go in, even if it’s been months since my last visit. Like you, I’ve gotten the same “We’ll call you when it comes in,” message over and over at H. By contrast, my Chanel SA was able to find me a specific card case (and had it shipped from Hawaii) when everyone else had told me it either wasn’t ordered or was sold out.

Kind of funny given Chanel’s reputation for being the boutique that refused to serve Julia Robert’s character in “Pretty Woman.”

 

[Yoshi1296]

I also feel very uncomfortable when walking in the store as a Caucasian female. The store I shop at (SCP) is primarily consumed with clients of Asian descent that purchase many high ticket items at a time. Every single time I have wanted something, such as a lizard CDC, red egee clutch, I am told it is on hold for someone else or that I will be given a call when one comes in. I have never received a call from my SA and I have spent about $15-20k with her and online at Hermés not including my B and K from AFF. After popping into the store just to browse and see if there was anything I’d like to buy (sometimes buying items) for many months without ever being treated like a serious buyer, I gave up. Chanel and Louis Vuitton have much better customer service, especially Chanel. I am always treated like a VIP customer regardless of what I buy. I am also notified as soon as an item I want is in stock via text/call from my SA.

I also highly despised being told I would get a call from my Hermés SA when an ombré cdc came in or an egee clutch, but never once heard from her. Her sincerity when telling me she would call me really had me fooled. Thanks for making me feel like I am not good enough to walk into your store or wear your items. The SAs at Hermés honestly act like they are the richest and most snotty group of people in some sort of elite club and the reality of it is the complete opposite.

Maybe one day Hermés service will recognize we live in the 21st century and adapt to better customer service, until then I’ll spend my hard earned money elsewhere.

Yes Chanel's service is absolutely fantastic! I've had wonderful service every time I've shopped there.

I agree that the SAs do come off as standoffish at Hermes. Don't get me wrong I LOVE the brand and the products are top notch, but I just wish the people there were much nicer and just more homey and welcoming. And the SAs are nice once you get to know them! I just feel like they have this wall in front that you have to break in order to finally get to know them.

I also think it has to do with the city I'm in. Everyone here is very serious and intimidating. I'm sure if I went to an Hermes in the southern US the service would be totally different. Southern hospitality is definitely real!

I still have a few slg and silk items on my wishlist so I will be going back and will try to build a relationship. But if it doesn't work then I guess there's no point in trying. I'll go for the preloved route when the time is right.

 

[JolieS]

I have gone through this thread quickly and am surprised that I had not contributed to it....maybe back in 2014, when the thread was started, things weren't so bad at my local H.

To make a long story short, after being a happy and faithfull customer for over 35 years, my relationship with Hermès has come to an end. Since my SM retired almost 2 years ago and my longtime SA fell seriously ill, things have drastically changed. This ridiculous quota of 2 bags per year and a drastic change in store policies, (only ordering Togo and Epsom bags because that's what most people want), I want Fjord, Clemence, Boxcalf, I want HAC's 32......

All this is not the Hermès I used to know and love. From now on I'll be only buying pre-owned bags in the leathers and styles I prefer.

I share your story. The alternative that works for me is exploring other brands, in particular Delvaux, Moynat and Valextra. High quality bags and impeccable service - just like the old days at H. When a door closes, a window opens...

 

[westcoastgal]

After 18 months of non-stop H shopping with my SA, while travelling, online, during sales... I think I’m feeling a little bit of Hermes fatigue. This might sound hypoctritical as I am about to fetch a Kelly in 2 days, but looking at all I have that is Hermes, it is quite excessive and exhausting, even though I only bought stuff that I wanted. My collection, I can say, is well curated, but I have so many twillies, charms, shoes, and quite honestly, bags.

Am I the only weirdo feeling a bit fatigued about Hermes?

Sometimes I feel like I'm in a second relationship! Takes so much time!

 

[EmileH]

The chanel philosophy- as is true of most luxury stores- especially in the last few years has been to make the stores feel more welcoming and less intimidating. There are comfortable sofas and beverages. You can sit with your SA and look at the iPad of upcoming collections. They encourage you try things just for fun. After many of my visits I get a survey about my experience. It’s a good way to cultivate customers for a lifetime. Today’s small customer could become tomorrows big spender.

I have to say that I have a very similar experience at FSH and at my new US store. Even the younger SAs at my previous store have this attitude. I think it’s some of the older more established SAs who try to make the whole experience more intimidating. I’m not sure why. I would encourage people to switch SAs or stores if they aren’t enjoying their shopping experience. I don’t believe it’s the philosophy of a Hermes to be like this. I wish the store managers would take note and reign it in. All we can do it vote with our feet and our money.