No QA check from Hermes web sale?

TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others

#16
jhd26 said:
Thank you so much. I called customer service. I was told the distribution center wants me to ship it to them for a physical review. I kept asking her what is this for? I wanted to let her know we did nothing to cause this. It came like that and we just want to return it now. I asked her if they do this review to decide if they can accept a return? Because on the web site it is clearly stated that in 30 days I can return it. She avoided my question. So I will just ship it back to them. Incidentally I sent pictures to my new SA, she believes it can be just preservatives coming out although by photos she is not 100% certain. It is an easy fix by a hair drier as it will do damage to the bag. I am just not happy about the experience. I will return it and will only order from the store however far it is.
Click to expand...
The hair dryer trick is a real thing with fine leathers. Over time the hides have wax and fats that rise to the surface unevenly. A quick warm up with the hairdryer and then a little rubbing with your finger or soft cloth makes them go away. The spot on your bag looks like something else to me but you can safely try the hair dryer and see if it works. It just might.
 
#17
Israeli_Flava said:
Oh, that's a good point (re-shelving the item), but I still wouldn't call. As with every return I have done I would annotate the reason (ie defective item) in the reason for the return (in the text box they provide) but not give them the option to keep me hanging until they "decide" anything.... once they are in possession of the item, I dare them to deny me a refund on my cc. I'll just depute the charge. It's that simple. For me anyway...
Click to expand...

Ah, yes, I forgot about the reason dropdown and comment text box when returning now. My issues happened prior to the current web interface, and prior to the free return ship labels via their website. So when I called to explain the issues, they made notes and initiated the return by sending me return labels. But, even now :oh:, I'd still feel more comfortable calling upon receipt if something was amiss, in addition to making the return notes online. Honestly, I don't think calling changes the return time frame. I assume anything returned noted as defective is tagged as such, and (hopefully) inspected upon return. I'm not even sure that tagging the item as defective slows things down. I find they are just really slow to refund regardless of the reason.
 
#18
Thank you all for the information and encouragement. I feel a lot better now and believe Hermes as a reputable company would handle this correctly. As a man knowing little about leather, I chose not to venture into fixing the bag myself.

Knowing what I know now, I would go to my boutique even if it is far away.

Regardless, we had a great anniversary. My wife and I took a day trip to this Hermes store and every sales associate and the owner of the store came out to meet us. It made us feel so special. We bought some scarfs for my wife and two ties for myself. We wanted to buy a pair of rings but they did not have in stock. We wanted to buy a black Constance long wallet to go with this Roulis bag but only saw one in a different color with silver hardware. Then our SA went in and came back with a black epsom Constance long wallet with rose gold hardware. It is just beautiful! My wife fell in love with it right there. So Hermes treated us well.

It was a unique experience for our visit: a small historic town and a one room Hermes boutique within a high end cloth store. People are so nice and friendly. They asked us what is our next dream bag to own. We told them we want my wife to have a K28 in black with any gold hardware. They said they would try their best to make it happen.
 
  • Like
Reactions: Prufrock613, hopiko, lvchanellvr and 4 others
#19
JA_UK said:
Another option worth considering is to order online and have it sent to the store for collection as you are prepared to travel to the boutique anyway. Your item will arrive and you will have the chance to inspect it before you sign for receipt, the SA will box and wrap it up with ribbon etc. This is what I do when I order more expensive items from the website.
Click to expand...
This is a great idea! Thanks!
 
#20
Israeli_Flava said:
You're within the 30 day window and the product is unused so I'm not sure why you called instead of sending it back straight away.
Click to expand...

etoile de mer said:
I think it's important when receiving damaged items to notify them ASAP regarding the issue. Otherwise, if just returned without notification, they could assume you caused the damage. Also, there's the possible issue of them just re-shelving the item upon receipt of return, without thoroughly inspecting. Then the next buyer has to deal with this stressful situation of receiving a damaged item. I've had this happen several times (over years of purchasing online with them). All was easily resolved for me, but as you note, takes a while, and especially disappointing when you'd otherwise want to keep the item.
Click to expand...
Thanks you! I do not want them to receive the returned bag and thought we did something to it to cause that spot. During the call I also explained why we did not open the box right way since my wife wanted to open all gifts on anniversary day. The outside box instructions say that if there is any damage to the outside box, we should open it right away. But packaging looked perfect to me. Now I think this must have been a bag returned by another buyer and no serious checking was given before it was put back to sell again.
 
  • Like
Reactions: xiaoxiao
#23
jhd26 said:
Thank you all for the information and encouragement. I feel a lot better now and believe Hermes as a reputable company would handle this correctly. As a man knowing little about leather, I chose not to venture into fixing the bag myself.

Knowing what I know now, I would go to my boutique even if it is far away.

Regardless, we had a great anniversary. My wife and I took a day trip to this Hermes store and every sales associate and the owner of the store came out to meet us. It made us feel so special. We bought some scarfs for my wife and two ties for myself. We wanted to buy a pair of rings but they did not have in stock. We wanted to buy a black Constance long wallet to go with this Roulis bag but only saw one in a different color with silver hardware. Then our SA went in and came back with a black epsom Constance long wallet with rose gold hardware. It is just beautiful! My wife fell in love with it right there. So Hermes treated us well.

It was a unique experience for our visit: a small historic town and a one room Hermes boutique within a high end cloth store. People are so nice and friendly. They asked us what is our next dream bag to own. We told them we want my wife to have a K28 in black with any gold hardware. They said they would try their best to make it happen.
Click to expand...

So glad you enjoyed your visit! :smile: The store you describe sounds much like one others have raved about. If the same, you might enjoy the thread devoted to it, here's a LINK. Best wishes regarding your return, I'm sure all will go smoothly. :flowers:
 
#24
jhd26 said:
Thank you all for the information and encouragement. I feel a lot better now and believe Hermes as a reputable company would handle this correctly. As a man knowing little about leather, I chose not to venture into fixing the bag myself.

Knowing what I know now, I would go to my boutique even if it is far away.

Regardless, we had a great anniversary. My wife and I took a day trip to this Hermes store and every sales associate and the owner of the store came out to meet us. It made us feel so special. We bought some scarfs for my wife and two ties for myself. We wanted to buy a pair of rings but they did not have in stock. We wanted to buy a black Constance long wallet to go with this Roulis bag but only saw one in a different color with silver hardware. Then our SA went in and came back with a black epsom Constance long wallet with rose gold hardware. It is just beautiful! My wife fell in love with it right there. So Hermes treated us well.

It was a unique experience for our visit: a small historic town and a one room Hermes boutique within a high end cloth store. People are so nice and friendly. They asked us what is our next dream bag to own. We told them we want my wife to have a K28 in black with any gold hardware. They said they would try their best to make it happen.
Click to expand...

Just read you story and didn't go back far enough but figured out the store that you visited. I love Cuff's and highly recommend their service. Glad to know that they still carry H stuff.
 
#25
etoile de mer said:
So glad you enjoyed your visit! :smile: The store you describe sounds much like one others have raved about. If the same, you might enjoy the thread devoted to it, here's a LINK. Best wishes regarding your return, I'm sure all will go smoothly. :flowers:
Click to expand...
Yes, it is Cuffs! Unfortunately that thread has no update since a year ago. We wish Cuffs continue to do well. I really like the people there. I would not mind patiently waiting for them to find a dream bag for my wife however long it takes. If you guys visit there, go across the street to Lemon Cafe. Their food is just wonderful. My wife and I can drive that far just to have lunch there. That little fall in the middle of the town is so surreal.
 
Last edited:
#26
chkpfbeliever said:
Just read you story and didn't go back far enough but figured out the store that you visited. I love Cuff's and highly recommend their service. Glad to know that they still carry H stuff.
Click to expand...
Yes. We love Cuffs too. Next time we will check out their wine stock. Our son is also attending Case Western Reserve. Having a H boutique close by gives us extra motivation to visit Cleveland often. Only problem is my wife works most of Saturdays.
 
#27
jhd26 said:
Yes, it is Cuffs! Unfortunately that thread has no update since a year ago. We wish Cuffs continue to do well. I really like the people there. I would not mind patiently waiting for them to find a dream bag for my wife however long it takes. If you guys visit there, go across the street to Lemon Cafe. Their food is just wonderful. My wife and I can drive that far just to have lunch there. That little fall in the middle of the town is so surreal.
Click to expand...

I noticed that thread hasn't been active for a while. I had to :broom: scroll back quite a few pages to find it, as I couldn't remember the store name! Sounds like a lovely town and a welcoming store to visit. :flowers:
 
You must log in or register to reply here.
Top