My opinion of Hermes is changing...

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#91
ladysarah said:
This is very true and although it does not excuse rudeness from SA's, my experience has been different. More than once I was present when the customers were extremely rude to people who worked there, there was shouting, whining and a general luck of civility. This sort of thing really embarrasses me and all I can do is walk away in horror...
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Reading about grown people crying and shouting in places like FSH is embarrassing. I can´t understand why they want to make a spectacle of themselves in such a way. If I would feel treated poorly I´d still not make a fool of myself there and instead go to some other designer store where my money are better appreciated. With that said
I´ve only been treated nicely at all H stores I´ve visited (only two though). But I´ve also let the SA´s at my local store know my appreciation when they have kept and eye out for things I want and put them aside for me knowing that I live far away and
can´t come in weekly to look at new goods.
 
#92
perlerare said:
But, there is a but : They have become RUDE. ( generally speaking). They don't need to be rude to achieve their business goals. They could do it with kindness, respect and elegance.
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I totally agree with your sentence Perlerare. I'm not a regular, I'm not a big spender, but I can totally tell you that SA's attitude in my nearest H boutique has changed since I first walked in their store in 2009. They used to be very kind and made you feel welcome in their store.
When I was desperate about finding CLF scarf, they didn't even bother about searching for it in other Italian stores, when I was able to locate it about 150 km far with just a telephone call.
Last January I ordered a belt, the SA took all my data but she acted so cold. I'm not waiting for their telephone call anymore, I'm going to spend my money elsewhere.
And last episode, a friend of mine was searching for a twill. We went to LV, but their scarves were a bit too big for her needs, so we headed to H. She was shown some twills by a cold SA (again) who didn't even bother about showing her how to tie it, I had to. She bought it eventually, but the whole selling process left a bitter taste in my mouth.
Again, I'm not a big spender in any boutique, but lately I got better treatment in SL, Burberry or LV, and there my money goes for small leather items.
If I fell in love with a new scarf design I will consider buying it new from the store, but hopefully with a big smile and "thank you" from the SAs.
As for now, I'm pretty happy with all my vintage purchases.
 
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#94
maryg1 said:
:amazed:
Shouting.
Whining.
Over a bag.

Ridiculous.
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Yes it saddens me to say that the atmosphere in the Faubourg store is really stressful. It's normally very crowded and people are milling around or queuing in an agitated manner. I do see examples of the bad behaviour mentioned above. Regular customers have to sneak away to be shown bags in corners or private rooms otherwise there would be hungry "sharks" gathering around in case they are turned down. People point and talk about my bags as if I myself do not notice or exist. I am fortunate that after one bad first experience long ago, I have a few SAs now who are extremely patient and lovely but I have to say the general experience in the store for non regulars is not befitting the flagship store of such a brand as a whole. Over at Chanel Cambon it is also normally crowded but definitely not as fraught.
 
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#95
ladysarah said:
This is very true and although it does not excuse rudeness from SA's, my experience has been different. More than once I was present when the customers were extremely rude to people who worked there, there was shouting, whining and a general luck of civility. This sort of thing really embarrasses me and all I can do is walk away in horror...
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You reminded me of the time a woman tried to grab a belt kit from out of another customer's hands who was being served. I was sitting in the shoe area, it was just before Christmas 2012, it felt like I was watching a seasonal horror movie. The SA politely tried to deal with the situation but the woman went off in a rant, stamping and screaming and the other customer looked terrified. Eventually, she was escorted out by security :shocked::-s
 
#96
I too have witnessed countless horror scenes in stores when customers would go crazy and shout or scream or even grab my own bag from the counter and try it in front of the mirror ! YES! Without asking...of course...
But that's another story.
As much as this would make me feel uncomfortable or even embarrassed for those people, It never really changed my opinion about Hermes..

Instead, the way Hermes as a Brand treats me, can change my opinion about the Brand . Deeply. Seriously.

Actually there are two aspects that make me change my opinion about the BRAND
(read: unscrew it down from its piedestal in my mind)
- Quality issues with products
- Bad customer service

This year , those two aspects have hit my face, so I guess all is said.
 
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#98
perlerare said:
Actually there are two aspects that make me change my opinion about the BRAND
(read: unscrew it down from its piedestal in my mind)
- Quality issues with products
- Bad customer service

This year , those two aspects have hit my face, so I guess all is said.
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Agree on both aspects...the fact they sell scratched/inferior leather goods in stores (i have seen a few) and now the skunks..is utterly disgraceful..and i have no words for their website changes either..

and yes, customer service, i have met H SAs who ask ME what a twilly is????!!!!

purselover888 said:
How customers act at FSH should not be an excuse for any type of bad behavior from FSH sales associates in my opinion.
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Agree too.
 
#99
purselover888 said:
How customers act at FSH should not be an excuse for any type of bad behavior from FSH sales associates in my opinion.
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Agree, particularly if nice customers are the ones suffering from others bad manners. But I understand if the SAs patience would run thin certain days by having to deal with immature grownups daily as would probably happen in towns with lots of tourists. Some people are just used to get all that they want and can't take no for an answer.
 
#101
Nahreen said:
Agree, particularly if nice customers are the ones suffering from others bad manners. But I understand if the SAs patience would run thin certain days by having to deal with immature grownups daily as would probably happen in towns with lots of tourists. Some people are just used to get all that they want and can't take no for an answer.
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True too.... That's why Hermes should take a great CARE of training their SAs and make them able to handle graciously any kind of customers, would they be rude, immature, capricious, or....loyal...
 
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#102
Nahreen said:
Agree, particularly if nice customers are the ones suffering from others bad manners. But I understand if the SAs patience would run thin certain days by having to deal with immature grownups daily as would probably happen in towns with lots of tourists. Some people are just used to get all that they want and can't take no for an answer.
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perlerare said:
So true...
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perlerare said:
True too.... That's why Hermes should take a great CARE of training their SAs and make them able to handle graciously any kind of customers, would they be rude, immature, capricious, or....loyal...
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While customer service is a big part of an overall brand experience there are MANY threads on customer service at Hermes. If the focus in this one could get back to the OPs original question - if your opinion of the brand is changing - it would be appreciated.

Thanks.
 
#104
mistikat said:
While customer service is a big part of an overall brand experience there are MANY threads on customer service at Hermes. If the focus in this one could get back to the OPs original question - if your opinion of the brand is changing - it would be appreciated.

Thanks.
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Until lately, I have dealt with the quality drop and issues by refraining to buy new bags, and sticking to vintage, which has made me still support Hermes as a BRAND of excellence...

But my opinion about Hermes as a brand is changing because of the way their customer service made me feel. It's an enough is enough kind of situation..... And well, it is directly linked to the way they handle behavior in their stores ( both from clients and SAs).
 
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#105
I'm going to buck the trend. No, my opinion has not changed about Hermes. I've loved the brand (warts and all) for far too long.

1. I do agree that vintage bags/scarves are better made than present day ones. There are some crafts that Hermes used to have (crinoline and vibrato) that are no longer available or practical to manufacture. Quality issues are the same for all large high end brands (i.e., Bottega, Chanel).

2. When I go to stores that are not my home store, I have NO expectations as to customer service or bags for that matter. Rude SAs have always been part of the brand experience. I just shrug my shoulders and move on. Though I remember going to South Coast Plaza, a store notorious for rude SAs, but I was treated very graciously. I've had mixed experiences with Beverly Hills, London and a few others.

3. My home store has been wonderful to me. I live/work close by, so I stop in often. All the SAs know me there.

4. I have not purchased a skunk product, though I do know people who have. I wish Hermes recognized the problem earlier and treated affected customers with more respect. But I do believe, Hermes is addressing the problem as best it can.

5. Historically, Hermes products hold their value better than other luxury brands, so I can sell bags that no longer suit my needs. I can justify H prices that way.
 
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