My opinion of Hermes is changing...

[westcoastgal]

I really like Valextra. I plan to buy a bag from them soon too.

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...

 

[azukitea]

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!

Calling it "highschool" is actually really on point! Surprisingly, you may find that attitude suddenly change if one day you walk in with a birkin! I went the preloved route for my first ever birkin (it is a never used brand new preloved bag, if that makes sense. and of course i seeked authentication help form the lovely bababebi)
When I carry it into the stores they approach me rather than I approach them! it certainly helps to build and maintain that relationship from that point onwards

 

[Nerja]

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.

I highlighted PbP's comment in her quote above, as I wholeheartedly agree! Switching boutiques has made all the difference in my personal shopping experience at Hermès. I cannot stop by weekly, or every two weeks as it is a boutique on the opposite coast from where I live. In spite of that, my SA and all of the other SAs are friendly, kind and welcoming each and every time I visit. It's fun to shop there, no matter how much (or little) I may purchase. A very different experience than what I encountered at the local boutique.

 

[Elaria]

Calling it "highschool" is actually really on point! Surprisingly, you may find that attitude suddenly change if one day you walk in with a birkin! I went the preloved route for my first ever birkin (it is a never used brand new preloved bag, if that makes sense. and of course i seeked authentication help form the lovely bababebi)
When I carry it into the stores they approach me rather than I approach them! it certainly helps to build and maintain that relationship from that point onwards

I’ve had a different experience when carrying my B. I am asked who got me my Birkin, as in which SA, when I walk into Hermés wearing mine. Same with my Kelly. I’ve been asked twice where I got it from by two different SA’s and I am sure they don’t believe my it was a gift line. The SAs actually make me uncomfortable when I carry my B or K, so now if I ever go in (it’s been almost a year) I choose the gold Evelyn I purchased from my SA there.

All of this is just too much pressure for me personally. I am giving you my money, why should I feel like I am being judged by every employee in the store besides the security guard?

Unfortunately switching stores isn’t an option for me as the next store is about 1-2 hours away with traffic. I’d rather utilize their website and not deal with any SA, which is how I prefer to shop for Hermés now.

 

[azukitea]

I’ve had a different experience when carrying my B. I am asked who got me my Birkin, as in which SA, when I walk into Hermés wearing mine. Same with my Kelly. I’ve been asked twice where I got it from by two different SA’s and I am sure they don’t believe my it was a gift line. The SAs actually make me uncomfortable when I carry my B or K, so now if I ever go in (it’s been almost a year) I choose the gold Evelyn I purchased from my SA there.

All of this is just too much pressure for me personally. I am giving you my money, why should I feel like I am being judged by every employee in the store besides the security guard?

Unfortunately switching stores isn’t an option for me as the next store is about 1-2 hours away with traffic. I’d rather utilize their website and not deal with any SA, which is how I prefer to shop for Hermés now.

Interesting behaviors aren't they! completely high school but that's part of the fun, to play the H game
But I do agree it isn't really their business who sold you your B, since they know already it was't from them, they may just feel frustrated you got your Bs somehow (but not through them) !! Wear your B with pride to the store, no need to feed intimidated!!.

 

[Yoshi1296]

Calling it "highschool" is actually really on point! Surprisingly, you may find that attitude suddenly change if one day you walk in with a birkin! I went the preloved route for my first ever birkin (it is a never used brand new preloved bag, if that makes sense. and of course i seeked authentication help form the lovely bababebi)
When I carry it into the stores they approach me rather than I approach them! it certainly helps to build and maintain that relationship from that point onwards

Hehe that's the only analogy I was able to think of because every time I go to the boutique I always get a "you can't sit with us" vibe. I'm glad going the pre-loved route helped you. I might have to the same.

 

[Kitty S.]

I highlighted PbP's comment in her quote above, as I wholeheartedly agree! Switching boutiques has made all the difference in my personal shopping experience at Hermès. I cannot stop by weekly, or every two weeks as it is a boutique on the opposite coast from where I live. In spite of that, my SA and all of the other SAs are friendly, kind and welcoming each and every time I visit. It's fun to shop there, no matter how much (or little) I may purchase. A very different experience than what I encountered at the local boutique.

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.

I also switched store and had a much better H experience after. So if you are fortunate enough to have a choice, make the switch! Echoing the common sentiment here, why put up with the attitude when you are the one spending the money (and hard-earned money!). In the first store I visited, the SA would always use this sarcastic or condescending tone with me, even though she tried to mask it. I finally had it when one day she simply abandoned me for another costumer in the middle of our conversation. Granted it was likely a long-term customer of hers, but it really demonstrated to me how little she valued me. So at that point, there was no reason to continue that relationship. I walked out and drove to another store much further away from me, but it was the right decision. The second H store has a total different vibe and the SAs are so much approachable than the first. My journey with H only lasts because my good fortunate to have found the second store/SA. Good luck to everyone who haven't found a good SA yet. If you have an option to switch, don't settle for poor customer service.

 

[etoupebirkin]

If I never buy another Hermes bag again, I'll be OK.

I have a significant collection of a Hermes at this point, and I don't want to spend $10-12K or more whenever I feel like buying a bag. And then there's the politics of getting said bag. I went to Europe recently and decided trying for a bag was too much trouble. So I went to Sevres, got the RTW, booties, shawl and Petit H I wanted. The SA was so relieved when I told her I was not interested in bags.

Later on in the trip, I purchased a Loewe bag with the Koi on it. It's whimsical, fun easy to wear at a much easier price point.

I believe that a certain point, people get tired of jumping through hoops to spend $12K or more on a handbag.

 

[Oryx816]

If I never buy another Hermes bag again, I'll be OK.

I have a significant collection of a Hermes at this point, and I don't want to spend $10-12K or more whenever I feel like buying a bag. And then there's the politics of getting said bag. I went to Europe recently and decided trying for a bag was too much trouble. So I went to Sevres, got the RTW, booties, shawl and Petit H I wanted. The SA was so relieved when I told her I was not interested in bags.

Later on in the trip, I purchased a Loewe bag with the Koi on it. It's whimsical, fun easy to wear at a much easier price point.

I believe that a certain point, people get tired of jumping through hoops to spend $12K or more on a handbag.

Yes. My SA confided in me that she feels so much pressure at work--pressure to sell from management, pressure from clients to get the bags they want (she said some are very aggressive and rude), and the usual workplace politics. She said she is so relieved when people don't ask for a bag or just want other things.

The service at the H stores where I live is unbearable! It is like being invisible! Truly intolerable. I fly to Singapore because I get excellent service. I will say however that although I get excellent service and everyone comes over to chat and bring my daughter treats, I have witnessed them acting cool and "high school" towards other customers, presumably people they don't know. It is very odd. When I first went there, they were a little cool but not unprofessional, and warmed up quickly. I have seen them act especially bristled at people who come in and ask for a Birkin.

I will not tolerate bad service for lesser things so I certainly won't tolerate it when I spend tens of thousands. I laugh it off as their loss, not mine.

 

[QuelleFromage]

I dont get the ‘first world problem’ comments in threads/forum. This is a PURSEFORUM, what kind of questions are you expecting?

I think this is just people acknowledging how lucky we are to even think about such things. It is valid IMO to understand, and say you understand, that 99.99% of the world cannot even possibly stop to consider whether Rose Pourpre is better than Tosca. There is nothing off topic about having perspective. Again. IMO.

 

[L etoile]

I agree that some of the SA's are rude. I recently purchased a bag and wasn't even offered water as I was shopping. It may not seem like a big deal, but it's frustrating to get average service when you're spending so much money. Some are really nice, though!

At least the Hermes SA's aren't as bad as the SA's at Cartier.

 

[texasgirliegirl]

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.

It’s difficult to understand why a SA would behave as if they are rich and elite and treat the client this way.
After all, they are the ones selling retail and YOU are the one in a position to make a purchase.
I’m sorry to hear that you were treated so poorly and I’m thankful that the SA’s at the boutique I frequent are such sweethearts.

 

[QuelleFromage]

Hehe that's the only analogy I was able to think of because every time I go to the boutique I always get a "you can't sit with us" vibe. I'm glad going the pre-loved route helped you. I might have to the same.

I think high school is pretty analogous, but, as someone who has been flamed in this very forum for defending my ethnicity, high school seems to be everywhere. The great thing is that we grow out of caring about high school
I love Hermès bags, scarves, and many other items, and I love several people at my various stores - doesn't mean I love the corporation or its policies. I will consider my SA's commission when I buy. Otherwise - no interest in playing games. The games BTW extend way beyond H - how about the resellers? I'm looking for a K28 in black box PHW but nope, not going to pay $25K for it as one reseller is currently asking!

 

[Elaria]

I think high school is pretty analogous, but, as someone who has been flamed in this very forum for defending my ethnicity, high school seems to be everywhere. The great thing is that we grow out of caring about high school
I love Hermès bags, scarves, and many other items, and I love several people at my various stores - doesn't mean I love the corporation or its policies. I will consider my SA's commission when I buy. Otherwise - no interest in playing games. The games BTW extend way beyond H - how about the resellers? I'm looking for a K28 in black box PHW but nope, not going to pay $25K for it as one reseller is currently asking!

My apologies for not understanding, but how is a reseller selling a Kelly for $25k a game? It’s pretty straightforward, you either have the disposable income to pay that much for it or you don’t think it’s worth it and therefore wait to find it at a better price or go the boutique route. I think with the boutique the game I have to figure out is what to buy, how often to visit the store, how often to be in touch with my SA for the chance at maybe being offered a B or K that might not even be in the size/leather/color/hardware option to my liking? I completely understand how someone would appreciate the process in attaining their holy grail bag and the satisfaction they receive once they actually have it in hand, but for me it isn’t worth jumping through hoops.

 

[QuelleFromage]

My apologies for not understanding, but how is a reseller selling a Kelly for $25k a game? It’s pretty straightforward, you either have the disposable income to pay that much for it or you don’t think it’s worth it and therefore wait to find it at a better price or go the boutique route. I think with the boutique the game I have to figure out is what to buy, how often to visit the store, how often to be in touch with my SA for the chance at maybe being offered a B or K that might not even be in the size/leather/color/hardware option to my liking? I completely understand how someone would appreciate the process in attaining their holy grail bag and the satisfaction they receive once they actually have it in hand, but for me it isn’t worth jumping through hoops.

You are welcome to your opinion, but I think that resellers are in the game even more than we are....they buy non-leather in bulk to get B/K credit, stand in line at FSH, pay off VIPs, etc. , so yes, they play the game in bulk to make a profit from those of us who do so as individuals, therefore, buying from them is part of the game.