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

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#46
2zira said:
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.
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Are you certain the comparison bag was Feu? Classic “orange” is huge in stock right now and I cannot say the same for Feu. Regardless, I would escalate this above the store manager. I would show the commutation that you last got as saying that there is now an issue with the bag that cannot be fixed, per the SMs own statement. Since orange poppy is no longer in production, I assume the best recourse they can give you is a refund for the original purchase, but I believe it will be a very difficult fight.
 
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#47
acrowcounted said:
Are you certain the comparison bag was Feu? Classic “orange” is huge in stock right now and I cannot say the same for Feu. Regardless, I would escalate this above the store manager. I would show the commutation that you last got as saying that there is now an issue with the bag that cannot be fixed, per the SMs own statement. Since orange poppy is no longer in production, I assume the best recourse they can give you is a refund for the original purchase, but I believe it will be a very difficult fight.
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The box said Feu. I’ve never seen a TPM in Feu. I know this is a fight i’ll probably lose. I just need someone - mit the SM- to explain what happened. the aftersales said i turned in Feu. the pics from the SA that’s submitted with the repair would answer that question. The SM saying they made a mistake to then say that the bag is OP doesn’t make sense. Since i have time and obviously put in a lot of thought about this. i made this picture. lol. I think it’s good to see the slight differences in color.

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#50
I’m so sorry this happened to you. I can’t offer advice beyond what others already wrote, but wanted to add that I also sent in a bag this February for spa evaluation. Also in Germany, but one of the stores in Berlin. I waited 2 months for a quote and then declined the suggestion (replacing the handles because of colour rub off), asking them to please send the bag back. It took another 4 months to ship it back to Berlin. During those 4 months I contacted them and after I moved away to another country my friend (who would pick it up in my stead) asked about it regularly. Only when I sent another email with a more demanding tone (what could possibly take that long with shipping?! No repair done, just shipping back) did the bag come back to the Berlin store.

I think they either forgot or didn’t bother to find the bag until I insisted. Spa communication and management in Germany was truly terrible this year. The person answering the emails seems to work only once per month…
 
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#52
excalibur said:
Sorry to hear this. Another incompetent service by H. That store manager should have taken more responsibility and better approach in assisting you.
Hope you will get it resolved soon.
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Hermès in general should have a better approach towards their clientele. SM and SA come and go, but the relationship you establish with the boutique and brand is long lasting, when things like this happen, the relationship and trust start fading away.

I personally love Feu over OP, so if this would've happened to me, I guess I would've taken it differently... but the problem here is that changes have been made without prior communication and one cannot simply have to accept it without any clarification and moreover explanation to why this has occurred..

In all this, I hope you end up falling in love with the new color and keep enjoying her even more. See it as a new bag to begin a new journey with. :heart::heart:
 
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#54
TC1 said:
If they know you well, they know enough about you and your sales history that you don't own an Evelyne in Feu. How could you drop off a bag you don't own? I would escalate as others have suggested.
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This is a great point. Wouldn't the Orange Poppy bag be in OP's sales history?

It makes no sense to me that an artisan would dye a bag; the marks are normal dirt and Clemence cleans up easily. Also, it's very hard to recolor Evelynes because of the strap.

The whole thing is very odd, but if an Orange Poppy bag was dropped off and a Feu bag received, either 1) it's someone else's bag or 2) some artisan went rogue and managed to perfectly recolor the original bag. If either of these cases is true, I would concur with most here and escalate as high as possible.
 
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#57
peanutbutternjello said:
how about asking them for the photos of the bag that they submitted for a repair request . It should be in the system. My SA showed me the photos she has taken of my bag that she had submitted initially when I collected it back after repair.
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I did. ask. he said they don’t have them anymore. i left the bag there last Feb. i will go to aftercare sales and ask?

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#58
Here is my other Evelyn i purchased in 2013. Just to show side by side. I’m trying to figure out how you can definitely tell the other two are the same bag as some have done by zooming into the pictures.

Also i looked at my receipt and i bought the OP in 2018. i may have said 2016 but i was wrong.

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#59
I am really sad that this happened and so I have thought about it....

Why? Why the cover up?

Cover-ups only occur when people operate under the C.A.R.E. Principle "Cover your Arse, Remain Employed." So, I think that someone did "something" whether it be used a chemical on it, damaged it.... who knows?

So, they decided to redye it thinking it would not be noticed... but as the NOOB made the first mistake, he/she used the wrong dye to fix the error.

So... this is where we are now.

Sadly there are three rules in life that are now happening worldwide and occur everywhere. It seems that people:
1) Never say sorry;
2) Never take responsibility for their own actions; and
3) People lie.

I hope that you get to the bottom of this issue.

Lots of love! ScarfBloke.
 
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