My opinion of Hermes is changing...

[Louis74]

I am not all that interested in B/K/C/HACs but still feel some pressure to maintain a relationship with my SA because other products can also be hard to source without a SA's help. The inventory on the website is pretty limited in my opinion (perhaps by design) and I often have to rely on my SA to secure the product that I want. I was looking for some H tableware earlier this week for example. The website did not have it in stock, my usual store did not have it either, but my SA was able to find it at a store across country.

I agree that SAs can get pretty haughty at Hermes. I have had bad experiences. More than once, I walked into a store that I used to visit almost weekly only to be ignored by the staff as if the cat dragged me off the street. I have been dropped by my usual SA in the middle of a transaction because one of her better customers walked into the store. I have been directed towards more "affordable options"...

I was finally able to find a good SA. Not great, mind you, but good enough. She is not exactly polished and well-mannered. She can sometimes be downright rude. She goes straight to the point and never wastes any time with pleasantries. She's clearly in it for the commission. It's fine. I am low maintenance and she's not my friend. As long as she does the job (and she is good as getting me what I want), she will stay my primary SA - even though I moved away from the store where she works. But the boorish customer service is a big turn off for me at H (though it is hardly the only high end brand with this issue).

 

[catsinthebag]

While it’s true that Hermes is hardly the only high-end brand with snooty service, for some reason, it seems to be more of a hot button with H customers. I’ve been mulling why that is, and I think that it may have to do with brand identity. Chanel has what I think of as the “Chanel thing.” Maybe it has to do with the reportedly difficult personality of Coco Chanel, or the Too Cool for School Karl Lagerfeld, but Chanel buyers don’t seem to expect a warm and fuzzy experience — at least, not in the way that H fans do. I’m just thinking out loud here, but I think a lot of us (at least here on tpf) associate Hermes with history and craftsmanship. Whether it’s the rolled hem of a scarf or the impeccable stitch on a sellier Kelly, we love our H because we envision the product being made with loving care. When that loving care doesn’t translate to boutique treatment, we are (understandably) disappointed. We hope that SAs will notice our appreciation for the brand, and that that will at the very least mean a positive buying experience, whether we’re buying a twilly or a croc B. It seems like the disappointment when that doesn’t happen is becoming more widespread. Or maybe it’s just me!

 

[MSO13]

I think my original posts in this thread were about how my opinion changed for the better, I was intimidated by the brand and as I don't look like or dress like a "typical" H client I was worried they would be rude so I was surprised at how much I found my local welcoming and helpful.

I truly believe in using my dollars to show my support or disinclination for a brand. If I had a terrible experience even at H, I wouldn't continue to shop with them. Anytime I'm vibe'd by SA negatively, I'll pass. I work in service in a different way now but I have a long history of working retail and service.

That said, I really would encourage some of the longtime clients to share their issues and concerns with management. The only way things improve is with feedback. Even if there's nothing to do to win back your business, it's important to share the concerns.

Another thing to remember, Sales Associates are only human and have bad days, bad attitudes and some of them -personality disorders. There are plenty of terrible service people and they only keep their jobs if people let management know the issues. I believe H wants the right folks representing not just the brand but the variety of clients. My store has staff that's less warm and fuzzy but speaks several important languages. The SAs are also under tremendous pressure and deal with an internal system of lottery, conflicts, sneaking items away for other clients and all the usual commission based stuff that goes on.

No one should stand for rudeness but the game and all that is part of what keeps H around so I don't see that changing.

 

[Meta]

In the past year or so, it feels like more petit H creations have seeped through to the mainstream lines. Having just looked through the menswear Spring 2020 show reaffirms it. Let's reuse silks from SS18 and 19 and make it into RTW! While I can see this being marketed as sustainability, I also see this as a money grab. Sales of silks have been declining, so let's use those silks instead of sending them to sale. Okay, fair point but can Hermes also please examine their quality control and their production strategy? Quality of silks have been lacklustre with pulls right out of the packaging from warehouse. Also, the strategy of staggering silks to stores isn't working. By the time the silks make it to the store, we've moved on after the long wait. (Read here of the second paragraph as example.)

 

[AnnaE]

In the past year or so, it feels like more petit H creations have seeped through to the mainstream lines. Having just looked through the menswear Spring 2020 show reaffirms it. Let's reuse silks from SS18 and 19 and make it into RTW! While I can see this being marketed as sustainability, I also see this as a money grab. Sales of silks have been declining, so let's use those silks instead of sending them to sale. Okay, fair point but can Hermes also please examine their quality control and their production strategy? Quality of silks have been lacklustre with pulls right out of the packaging from warehouse. Also, the strategy of staggering silks to stores isn't working. By the time the silks make it to the store, we've moved on after the long wait. (Read here of the second paragraph as example.)

Thanks for dusting off this thread!

I don’t know much about RTW other than occasionally trying things on, but from looking at the photos, I don’t think these are repurposed scarves (unless I misunderstood you). These designs seem to be a more literal interpretation of existing scarves, but Hermes does that now and then.

I follow Hermes’ financial reports, and I think sales of silks have been growing — not as much as leather sales, but there is a small, steady growth (we are talking 2% in silks over 1Q period v. 12% for leather). I am not sure how that is distributed regionally, and I know most growth these days is driven by Asia minus Japan, but I wouldn’t think the silks are in true decline just yet.

I haven’t encountered quality issues myself, but would be curious as to what the others have experienced.

I too have noticed more things have been staggered. This could be a sales tactic or an effort to optimize their supply chain. I know I am as likely to buy this season’s new scarves as the past few seasons’ scarves myself, so I don’t mind some things showing up recently — sometimes I see a scarf here that enables me and the store still had it, or my SA has it transferred. Sometimes, my needs change and I realize something from a year ago would work great.

Curious — would you rather there was a giant product drop on July 1st with all new scarves instead of having them be staggered?

 

[Joannadyne]

Thanks for dusting off this thread!

I don’t know much about RTW other than occasionally trying things on, but from looking at the photos, I don’t think these are repurposed scarves (unless I misunderstood you). These designs seem to be a more literal interpretation of existing scarves, but Hermes does that now and then.

I follow Hermes’ financial reports, and I think sales of silks have been growing — not as much as leather sales, but there is a small, steady growth (we are talking 2% in silks over 1Q period v. 12% for leather). I am not sure how that is distributed regionally, and I know most growth these days is driven by Asia minus Japan, but I wouldn’t think the silks are in true decline just yet.

I haven’t encountered quality issues myself, but would be curious as to what the others have experienced.

I too have noticed more things have been staggered. This could be a sales tactic or an effort to optimize their supply chain. I know I am as likely to buy this season’s new scarves as the past few seasons’ scarves myself, so I don’t mind some things showing up recently — sometimes I see a scarf here that enables me and the store still had it, or my SA has it transferred. Sometimes, my needs change and I realize something from a year ago would work great.

Curious — would you rather there was a giant product drop on July 1st with all new scarves instead of having them be staggered?

Giant drop, yes, yes, please! The very possibility makes me salivate.

 

[periogirl28]

I have definitely noted a drop in quality and I do not believe it is only due to Hermes changing suppliers. I have only been buying silks from 2008 until now and it is very apparent to me especially recently. I think long time collectors would likely agree. It's very difficult to continue to buy thinner silk carres and cashmeres, which do not feel as soft and luxurious, at much higher prices.

 

[Notorious Pink]

Lol, I’m one of the longtime scarf collectors and I haven’t noticed a change! For me the worst season was 1999 when the scarves had so much sizing they were stiff like cardboard and uncomfortable. I love the flowy feel of the last few years. The only silk I don’t like is the summer silk, but the winter silks, the twill lave, the carre wash, the new large triangles.....loooooove them. Overall, in the large scheme, over the last 20 years - really no big difference in quality.

There have always been minor issues and some seasons better than others. My CSGMs from the last two years were all better than the previous ten years’. I really haven’t noticed anything with the silks. Hmm!

 

[ladysarah]

Thanks for dusting off this thread!

I don’t know much about RTW other than occasionally trying things on, but from looking at the photos, I don’t think these are repurposed scarves (unless I misunderstood you). These designs seem to be a more literal interpretation of existing scarves, but Hermes does that now and then.

I follow Hermes’ financial reports, and I think sales of silks have been growing — not as much as leather sales, but there is a small, steady growth (we are talking 2% in silks over 1Q period v. 12% for leather). I am not sure how that is distributed regionally, and I know most growth these days is driven by Asia minus Japan, but I wouldn’t think the silks are in true decline just yet.

I haven’t encountered quality issues myself, but would be curious as to what the others have experienced.

I too have noticed more things have been staggered. This could be a sales tactic or an effort to optimize their supply chain. I know I am as likely to buy this season’s new scarves as the past few seasons’ scarves myself, so I don’t mind some things showing up recently — sometimes I see a scarf here that enables me and the store still had it, or my SA has it transferred. Sometimes, my needs change and I realize something from a year ago would work great.

Curious — would you rather there was a giant product drop on July 1st with all new scarves instead of having them be staggered?

Lol, I’m one of the longtime scarf collectors and I haven’t noticed a change! For me the worst season was 1999 when the scarves had so much sizing they were stiff like cardboard and uncomfortable. I love the flowy feel of the last few years. The only silk I don’t like is the summer silk, but the winter silks, the twill lave, the carre wash, the new large triangles.....loooooove them. Overall, in the large scheme, over the last 20 years - really no big difference in quality.

There have always been minor issues and some seasons better than others. My CSGMs from the last two years were all better than the previous ten years’. I really haven’t noticed anything with the silks. Hmm!

Iam totally new to the silk scarf world, but I'd say that I love the innovative wash silks that can be machine washed. This shows a company that can adapt and be relevant to the modern world. I dislike drycleaning anything.
Of course I am familiar with older & vintage silks, and though the quality is no doubt high, I can't see any difference with current ones.

 

[momasaurus]

In the past year or so, it feels like more petit H creations have seeped through to the mainstream lines. Having just looked through the menswear Spring 2020 show reaffirms it. Let's reuse silks from SS18 and 19 and make it into RTW! While I can see this being marketed as sustainability, I also see this as a money grab. Sales of silks have been declining, so let's use those silks instead of sending them to sale. Okay, fair point but can Hermes also please examine their quality control and their production strategy? Quality of silks have been lacklustre with pulls right out of the packaging from warehouse. Also, the strategy of staggering silks to stores isn't working. By the time the silks make it to the store, we've moved on after the long wait. (Read here of the second paragraph as example.)

Oh dear. These are just hot messes!!!!
(I thought Robe de Soir, esp in that CW, was selling well....)

 

[momasaurus]

Thanks for dusting off this thread!

I don’t know much about RTW other than occasionally trying things on, but from looking at the photos, I don’t think these are repurposed scarves (unless I misunderstood you). These designs seem to be a more literal interpretation of existing scarves, but Hermes does that now and then.

I follow Hermes’ financial reports, and I think sales of silks have been growing — not as much as leather sales, but there is a small, steady growth (we are talking 2% in silks over 1Q period v. 12% for leather). I am not sure how that is distributed regionally, and I know most growth these days is driven by Asia minus Japan, but I wouldn’t think the silks are in true decline just yet.

I haven’t encountered quality issues myself, but would be curious as to what the others have experienced.

I too have noticed more things have been staggered. This could be a sales tactic or an effort to optimize their supply chain. I know I am as likely to buy this season’s new scarves as the past few seasons’ scarves myself, so I don’t mind some things showing up recently — sometimes I see a scarf here that enables me and the store still had it, or my SA has it transferred. Sometimes, my needs change and I realize something from a year ago would work great.

Curious — would you rather there was a giant product drop on July 1st with all new scarves instead of having them be staggered?

Personally I don't need a one-time product drop, but I would like to be able to see all the CWs of all the scarf designs in decent photographs, so I can plan and dream and drool and then go see some IRL. We rely on the threads here, and the kind people all over the world who stalk IG and their local boutiques, and use some computer skillz, and we got our hands slapped bigtime last year for HELPING EACH OTHER SHOP!!! LOL, how is that bad?

 

[momasaurus]

I have definitely noted a drop in quality and I do not believe it is only due to Hermes changing suppliers. I have only been buying silks from 2008 until now and it is very apparent to me especially recently. I think long time collectors would likely agree. It's very difficult to continue to buy thinner silk carres and cashmeres, which do not feel as soft and luxurious, at much higher prices.

I agree. And don't forget the cheaper printing, which is now flatter and much less richly detailed. Last spring was the worst season for this, I think. The fall scarves actually look better to me.

 

[Coconuts40]

I am relatively new to scarf selection. I truly enjoyed my purchases for the first 3 seasons of collecting, but then soon became disappointed. The colorways are all very similar, and my scarves all started to look very similar..so I stopped purchasing them. I think their lack of colorway diversity is what I have find to be truly disappointing lately.

 

[ajaxbreaker]

In the past year or so, it feels like more petit H creations have seeped through to the mainstream lines. Having just looked through the menswear Spring 2020 show reaffirms it. Let's reuse silks from SS18 and 19 and make it into RTW! While I can see this being marketed as sustainability, I also see this as a money grab. Sales of silks have been declining, so let's use those silks instead of sending them to sale. Okay, fair point but can Hermes also please examine their quality control and their production strategy? Quality of silks have been lacklustre with pulls right out of the packaging from warehouse. Also, the strategy of staggering silks to stores isn't working. By the time the silks make it to the store, we've moved on after the long wait. (Read here of the second paragraph as example.)

Well i'm pretty new to Hermes so I don't know about changes in quality but those jackets, especially the last one with its mash-up of Animapolis/Perspectives/Grand Prix/Sea Surf Fun/Maison des Oiseaux look HORRIBLE. Who thought that was a good idea?

 

[papertiger]

In the past year or so, it feels like more petit H creations have seeped through to the mainstream lines. Having just looked through the menswear Spring 2020 show reaffirms it. Let's reuse silks from SS18 and 19 and make it into RTW! While I can see this being marketed as sustainability, I also see this as a money grab. Sales of silks have been declining, so let's use those silks instead of sending them to sale. Okay, fair point but can Hermes also please examine their quality control and their production strategy? Quality of silks have been lacklustre with pulls right out of the packaging from warehouse. Also, the strategy of staggering silks to stores isn't working. By the time the silks make it to the store, we've moved on after the long wait. (Read here of the second paragraph as example.)

Very good points. I believe from a business POV Hermes has identified potential growth in silk. So why it may be growing very slightly, they are still angling for younger customers as 1.an entry level product and 2 re-market silks away from their perceived image as bourgeois and conservative . Nadège has taken that H-strategy to the catwalk, reintroducing the scarf fronted knits and incorporating the silks within her collections. This men's collection is clearly a step too far and too obvious, we're not that stupid.

I agree that the staggering of the arrival of silks is not working. Some of the designs come in so late I've forgotten about them or spent my money.

Making 'coordinated' mashup RTW aside the colour families are also not working. I don't want 3 of the same colour scarves across designs, even if those colours suit me.