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

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#21
WhiteBus said:
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
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Thank you for the help. tbh I am not sure what I’m saying. It doesn’t feel like my bag. I am confused as to what happened. First the aftersales rep said I turned in a bag in Feu. I said no i didn’t and sent her my pictures and receipt. she never responded. I went to the manager and he said he would research it. Came back and said - it seems there has been a mistake as the machine that reads the color mistakenly read the color as Feu. So here is the conflicting information. The aftersales says i turned in Feu and the manager said they made a mistake. He then said he would personally research this and then i received an automated email saying after constant research the bag cannot be repaired and it’s ready for pick up at the store. so his personally helping me turned into an automated email . i have to add when i showed him the picture he insisted the Feu bag was orange poppy.

So what I am asking for is my bag back in the orange poppy color. I don’t know if this is my bag and colored wrong- but wouldn’t the inside still be bright orange poppy? My gut says they lost my bag and they say this one is mine. I mean after 7 months with no help- I am still getting no help.
 
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#22
kemilia said:
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!
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I did. turn in the strap. but in the fine print of the repair quote it says they dont work on straps or inside the bag. so yes - the strap should be different and it’s not.
I have talked to this manager so many times and he is not budging. I’m a good customer and why would i lie? Since he is listening to me I guess the lawyer needs to ask for an explanation?
 
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#23
Pivoine66 said:
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.
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I did. ask for the photos the sa took when i turned it in. he says they don’t have them anymore. This is a new boutique and the SAs are new to the product. The manager is new too. it’s so sad that their customer service is so bad.
 
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#25
2zira said:
I did. ask for the photos the sa took when i turned it in. he says they don’t have them anymore. This is a new boutique and the SAs are new to the product. The manager is new too. it’s so sad that their customer service is so bad.
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That has got to be nonsense - new the product! - Evelynes are Hermes staples.
Don't be bamboozled! i.e. don't let them try to undermine you with feeble excuses
 
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#27
This is absurd. You brought an Orange Poppy bag to the spa. Unless you requested that Hermes redye your entire bag and give you a used strap, this is not your bag. I have no idea what the proper escalation chain of command is in Germany but...I would continue to escalate within Hermes management until you are satisfied.
Sorry you have to deal with this mess
 
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#28
Dont accept the bag, as you said the case is closed when you walk out of the store with that bag.
clearly they gave you a different bag and that machine matching color excuse is a cover up lie for loosing your bag.
Take the box, take the receipt to the store and shove it in the managers face. Tell him/her I am giving you an opportunity to fix this the right way once and for all. I am baffled seriously, what kinda of shenanigans is this? This is not a low end fashion store. We're talking Hermes here. If he/she is not wanting to fix this, suggest as you take it up with H corporate and your lawyer. You have plenty of evidence to wrap this up quickly.
 
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#29
fonnas said:
Dont accept the bag, as you said the case is closed when you walk out of the store with that bag.
clearly they gave you a different bag and that machine matching color excuse is a cover up lie for loosing your bag.
Take the box, take the receipt to the store and shove it in the managers face. Tell him/her I am giving you an opportunity to fix this the right way once and for all. I am baffled seriously, what kinda of shenanigans is this? This is not a low end fashion store. We're talking Hermes here. If he/she is not wanting to fix this, suggest as you take it up with H corporate and your lawyer. You have plenty of evidence to wrap this up quickly.
Click to expand...
yes, and keep hold of your box; don't let them take it;
photograph it with yourself and a daily newspaper
 
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