Seems like they lost your bag. Not familiar with Consumer Laws & buyer protection in Germany but I'd lawyer up if I can and involve corporate directly. The manager already admitted their mistake. Not playing games with them. That is unacceptable.
Problem at the Spa-It’s not the same color
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Yes, I wouldn't take the box to them. I will just send them pictures. Don't give them originals of anything. Just send them photos. Hold on to all the originals (box included) because those are your evidences against them.
I'm very sorry to hear about this predicament, there's been a mix up probably in Munich.
Things like this definitely shouldn't happen, especially in a store like Hermès were they praise themselves to be the highest level of luxury (regardless of the location or store manager).
I honestly don't think you'll get far with a lawyer. You see, before to move forward legally, you need to see what substantial proof you can bring alongside to back up your case:
How can you prove that the bag you have purchased and submitted is not the same as the one you picked up from the boutique?
I'm not doubting your case to be clear, I'm analyzing based on what you have put on the table and shared with us as evidence so far. Your Evelyne was purchased in 2016, so I assume you bought it from the former franchise store inside Breuninger, am I correct?
Does this purchase from 2016 appear in your costumer profile? If it does, you could actually prove to Hermès that it was indeed Orange Puppy and not Feu.
The receipt you have - does it clearly state the item you've purchased alongside all its specifics like: color, size and moreover blind-stamp? If so, that could also be considered as substantial evidence, if not, it's probably useless..
If you had a picture of the blind stamp, you could've easily compared and proven that it's not the same bag. The evidence you have kindly shared with us (before/after pictures, label-tag and box) is probably not enough for a lawyer to begin with. What I'm trying to say is, unless you can prove that the item purchased and subsequently submitted for a SPA treatment (with substantial proof) is not the one you have picked up recently, legally there's not much they can do... though I hope to be wrong and I cross my fingers for you!
Try to speak once again with the store, but if you've already picked up the bag, like I seem to have understood, you're chances of getting somewhere are slim, as the case has been closed the day you picked it up from the boutique.
I know many don't think about it when they purchase bags, but with all my Hermès bags, I take pictures of the bags from all angles as well as from the receipt and blind stamp. I do it for my insurance but as well for me, in case anything could happen.
I wish you all the best of luck and keep us posted!!
Things like this definitely shouldn't happen, especially in a store like Hermès were they praise themselves to be the highest level of luxury (regardless of the location or store manager).
I honestly don't think you'll get far with a lawyer. You see, before to move forward legally, you need to see what substantial proof you can bring alongside to back up your case:
How can you prove that the bag you have purchased and submitted is not the same as the one you picked up from the boutique?
I'm not doubting your case to be clear, I'm analyzing based on what you have put on the table and shared with us as evidence so far. Your Evelyne was purchased in 2016, so I assume you bought it from the former franchise store inside Breuninger, am I correct?
Does this purchase from 2016 appear in your costumer profile? If it does, you could actually prove to Hermès that it was indeed Orange Puppy and not Feu.
The receipt you have - does it clearly state the item you've purchased alongside all its specifics like: color, size and moreover blind-stamp? If so, that could also be considered as substantial evidence, if not, it's probably useless..
If you had a picture of the blind stamp, you could've easily compared and proven that it's not the same bag. The evidence you have kindly shared with us (before/after pictures, label-tag and box) is probably not enough for a lawyer to begin with. What I'm trying to say is, unless you can prove that the item purchased and subsequently submitted for a SPA treatment (with substantial proof) is not the one you have picked up recently, legally there's not much they can do... though I hope to be wrong and I cross my fingers for you!
Try to speak once again with the store, but if you've already picked up the bag, like I seem to have understood, you're chances of getting somewhere are slim, as the case has been closed the day you picked it up from the boutique.
I know many don't think about it when they purchase bags, but with all my Hermès bags, I take pictures of the bags from all angles as well as from the receipt and blind stamp. I do it for my insurance but as well for me, in case anything could happen.
I wish you all the best of luck and keep us posted!!
This.
And perhaps : To sue - or even lawyering up - in the EU means something different than - in the USA for example -, and is perceived and evaluated completely differently. It is not very popular here and usually means: No Way Back, Relationship broken. In addition, there are the "nerves", the emotional damage, the time, the follow-up costs if you lose because the evidence may not be sufficient for an objective trial. In case of doubt, only the lawyer will be happy. In other words: In the Eu, I would definitely first try everything firstly in WRITING via Stuttgart and in WRITING and to YOUR benefit in a polite way. Do ask and make an appointment with the SM and take somebody with you and of course your proves (maybe with the poise and the looks of a lawyer?).
TBH It looks like the same bag to me.
If you look at the stitching of both bags, they look matched. The threading placement looks very similar on both bags. I think they messed up on the color ??
I could be wrong, just my opinion.
If you look at the stitching of both bags, they look matched. The threading placement looks very similar on both bags. I think they messed up on the color ??
I could be wrong, just my opinion.
Well,
if this is true and if it is the same bag - then something is wrong here -
the strap with fabric could not possibly match the allegedly different coloured bag.
Furthermore: would any other store besides FSH be authorised and have the possibility to dye a whole bag? As far as I know, this can only be done by FSH. Of course, I could be wrong.
I have to agree. I zoomed in to the closure tab and did a side by side, the grain pattern is identical. I think it’s the same bag and redyed.
Weired - according to OP - the strap was sent in, too. So if a redying happened - how could the original strap match afterwards - no way due the non leather middle part.
I did the same, and noticed it too.
I think I know what happened - they probably touched up the spots with a different orange, let's say, instead of coloring it with Orange Poppy, they went in with Feu and when they realized that instead of fixing the problem, they made it even worse, they decided to dye the entire bag in Feu, probably hoping you wouldn't notice.
If this was the case, it would've been still nice from them to come forward with it and inform OP.
It would indeed end up being very costly for OP, not to mention that you'd probably end up black listed from the store.
I know Feu is not Orange Poppy, and you feel very saddened about this situation, but from another perspective, perhaps you'll end up cherishing this new bag sooner than you think. Feu is a beautiful color, I myself own a B35 and Evelyne in this shade. You get to fall in love twice
It would be interesting to know if the spa claims that redying was actually a service provided/charged for. It seems like a very extreme measure for just a slightly dirty bag. If not, lighting may be playing a part here and while I agree that the “feu” bag is missing the warmth and charm of the original orange poppy (and thus difficult to believe that it is still orange poppy in this picture), I also know how chameleon Hermes colors can be with simple lighting and background changes. I agree the strap would likely help clear some of this up but we don’t have pictures of it and I’m guessing OP was consumed by the weirdness of the whole transaction to have spent much time scrutinizing the strap in store.
ETA hmmm actually I’m confused. We have pics of the “feu” bag in OPs home but then OP took it back to the store and left it with the manager where it still is now? In that case, I would be curious if OP has pics of the strap.
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you are correct. I don’t have a picture of the blind stamp. But I would like to see the pictures that the SA took when i handed it over. She took a lot of pictures. The manager says they don’t have them any more. What’s sad is there is an SA who has seen my bag and knows it’s orange poppy. he is the one who suggested sending it to the SPA. I’ve worn the bag in the store and the former manager identified the color immediately. It’s a small store and they know me as a customer. I was offered a kelly in OP and turned it down because I have that color. If the SA would step up for me ( i haven’t asked directly) I just want at this point is to know what happened. I only receive conflicting stories. 7 months i tried to get help.
Anyway. this store manager says at first- there was a mistake and the bag was colored feu. Then in the store- tells insists this is orange poppy. I don’t have the bag as he took it to personally research the issue. The response was - sorry. can’t be repaired come pick it up.
Thank you. It seems i keep adding details but when I took the bag back to the store. the SM brought out a mini evelyn in Feu. same leather. and it didn’t quite match. So I do think they colored the orange poppy in Feu. But if everything is done by hand wouldn’t the technician notice? To me it’s like they washed the orange poppy with a brown wash. I know this is a crazy story. I’m just going by what the aftersales says and the store manager. both different information.I did the same, and noticed it too.
I think I know what happened - they probably touched up the spots with a different orange, let's say, instead of coloring it with Orange Poppy, they went in with Feu and when they realized that instead of fixing the problem, they made it even worse, they decided to dye the entire bag in Feu, probably hoping you wouldn't notice.
If this was the case, it would've been still nice from them to come forward with it and inform OP.
It would indeed end up being very costly for OP, not to mention that you'd probably end up black listed from the store.
I know Feu is not Orange Poppy, and you feel very saddened about this situation, but from another perspective, perhaps you'll end up cherishing this new bag sooner than you think. Feu is a beautiful color, I myself own a B35 and Evelyne in this shade. You get to fall in love twice
Yes. i paid for the repair. when he showed me the bag i was like ok. this looks different. but the lights are weird in the store. i took it home. I wore it to work. My co workers agree. it’s different. I then emailed after sales and they said the bag i brought in was Feu. I write the SM and he said to come in and i left it with him to personally research it as he said. I now have the email saying they can’t repair it and to come pick it up. I have not yet picked it up. I would love to have another OP in the same leather to compare side by side. They had a mini evelyn in Feu and it wasnt exactly the same. I agree with you the chameleon colors but there really is a difference just by sight. it looks like a brown wash was painted over the bag. but then the strap and inside would be the bright OP.
Yes. I’m thinking the same thing. I don’t want to sue. i just want an explanation. I feel i’m getting the run around. Conflicting stories. I really think they messed up. If i were their top customer - i honestly don’t think I would get the same bad service. I just want someone else besides this store manager looking into what happened.