Problem at the Spa-It’s not the same color

[TravelinPak]

I need advice. Long Post but please read. sim heartbroken I dropped off my Evelyn PM Orange Poppy at the Stuttgart Hermes boutique last Feb (2022) for a minor clean. By May I still haven’t received a quote for the repair. I visited the store and they said wait another month. In June they said contact Munich. I emailed the name on the receipt (receipt received when dropped off bag) and no reply. june, july and August. no reply from the aftersales person nor the manager who i copied in the emails. Sept I received an automated reply that the email is no longer valid and email the general aftersales address. Two days later. i received a reply and a quote. Against my gut feeling i agree to the repair. Three weeks later i picked up the bag. It’s not the same color! When i asked they said i left a bag in color Feu. No i did not. I have receipt and pictures. The manager now steps in and replies that he was told the technicians use a machine to read the color and they mistakingly read Feu. They can’t fix my bag and they expect me to pick up the bag and accept the new color. I’m at a lost in what to do. no matter what i say and pictures i show them - they say it’s my bag. pictures: my orange poppy compared to the returned bag. taken in sane light and put together to compare colors. the OP showing the slight dirt before drop off. the bag as returned.

 

[annaria]

Strange, indeed. Are the blind stamps for year and maker exactly the same?

 

[TravelinPak]

I’m not sure. I didn’t write down or take a picture of the stamp before dropping it off. I have to box and receipt but the blind stamp wouldn’t be there, right?

 

[TravelinPak]

 

[fonnas]

No the stamps wouldn't be on the box or the receipt. Listen, you should not be pushed around nor should you accept ultimatum set by that clearly incompetent store manager. They messed up and it is their responsibility to fix this. I would raise hell if I was in your shoes. For starters lack of response to emails, turn around since last Feb and then not the same color. What the heck?! Tell the manager you'd like to take this to H corporate if he/she is not going to be creative and fix their mistake. That simple.

 

[smallfry]

When they sent you the quote in September, what did they say they were going to do? Is the Feu a brand new bag?

 

[TravelinPak]

This is the note in september. and then when i wrote to ask what they did to the bag the rep emailed saying the bag i left was Feu. . So when i went to talk to the manager he was insistent that the repaired bag is orange poppy. It’s clearly not. This after he said in an email that the technicians made a mistake and identified my bag as Feu. He said a machine reads the color. This makes no sense and they are very inconsistent with their story. I’m consulting a lawyer to learn my rights in Germany. I expect he’ll write a letter on my behalf.

 

[maryg1]

I would be fuming.
Is the Feu Evelyne a brand new bag, or is it used?
If it is used (from the pics it looks so) I’m afraid you received someone else’s bag that was probably left in Stuttgart or Munich for SPA.
Go ahead and contact H headquarters.

 

[WhiteBus]

Are you saying that the bag you sent for spa in February is not the bag that has been returned to you?

Virtually everything else in this saga is irrelevant.

Whatever the described colour when you hand in the bag,
you should receive the bag that you left,
not just a bag that matches the described colour.

Don't mess about, you should arrange to speak with the manager,
return to the store and point out that the bag you handed in has not been returned to you.
Please try an follow this argument step by step

You handed in a bag in Orange Poppy
The manager explains that a technician misread the colour of your bag as Feu
This is an admission that the bag you handed in WAS NOT Feu
because describing it as Feu was a mistake

This does not confirm that your bag was Orange Poppy
but it does confirm that bag in Feu that they have given to you is not your bag
(because identitying Feu was a mistake made be Hermes)

So you question what has happened?

I might suggest that your bag got lost or damaged somehow.
so Hermes decided to give you a new bag as a replacement
unfortunately because of the earlier Hermes error identifying the colour
the records ascribed Feu to your work documents
consequently the new bag Hermes has given to you is Feu as described on the documents

That might be an explanation
You will still have to ensure that you get a replacement in Orange Poppy

 

[JulieKat]

The orange poppy is beautiful... I would be livid!

 

[880]

I have nothing to add to the very comprehensive comments by @WhiteBus and others above. I only wanted to say I am so sorry this happened to you. Pls keep us posted.

 

[LOA]

Depending on when you purchased the bag, the blind stamp may be on the receipt (No Serie).

 

[Ladybaga]

As a suggestion, I would take the box in as well that clearly identifies, on the sticker, the color of your bag.

 

[Pivoine66]

As a suggestion, I would take the box in as well that clearly identifies, on the sticker, the color of your bag.

And the invoice/receipt as well as the strap, in case you did'nt sent it in , so still the former colour. (The invoice would show the sales assistant and many more details like the colour and ...) . And before contacting headquarter, it might be helpful to ask, if Stuttgart had taken photos before sending to Munich and to ask if they could compare the photos taken with those in Munich. To my knowledge usually all Hermès spa/refurbish departements are taking photos. Maybe so it could be found out, where in the process the mistake occured and how it could be solved. I would ask Stuttgart to help putting it in writing, it might be easier for them to communicate.

 

[kemilia]

Also the shoulder stap--which I assume you did not send into the spa. It should be the orange color not the coral? I have a red GM (don't know the name) but the strap is a really great match. And did they send you a coral strap or are you just supposed to wear an expensive mis-matched bag around everywhere?

Bottom line--Hermes screwed up and does not want to own their error, which says a LOT. It's good that you took good pics of YOUR bag before giving it to Hermes (they bag they returned is so not your original). I've learned to take detailed pics of anything I send away--like if I'm returning shoes, I take multiple pics to show their condition because I don't want to hear "these have been worn, etc."

Good luck--they have to give you back your orange bag--they have to!