Sorry for your friend but usually there are more background stories....for example, was the scarf initially purchased to get the quota bag? Was it a gift? Was it passed beyond 30 days return period? I did read on th forum that “some stores’ return credits” can’t be used toward leather goods.
Question about exchanges
- Thread starter VuittonJunkie
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In general unless goods are defective in some way exchanges or refunds are discretionary according to a brand.
It makes sense to know what Hermes' policy is and fabuleux's post is very helpful.
A large very highly respected retail chain in the UK had a well-known and generous returns policy.
The confidence in the brand was such that the turnover way overcame any abuse that of that policy.
Unless defective, returned goods would easily have been resold, whether reduced or not.
By those standards a small luxury company is not going to be able or wish to be so generous.
Most people buying Hermes would expect and want their expensive goods to be showroom fresh and not a previously sold item that had been returned.
Hermes online policy is very generous and in line with UK distance selling laws.
It makes sense to know what Hermes' policy is and fabuleux's post is very helpful.
A large very highly respected retail chain in the UK had a well-known and generous returns policy.
The confidence in the brand was such that the turnover way overcame any abuse that of that policy.
Unless defective, returned goods would easily have been resold, whether reduced or not.
By those standards a small luxury company is not going to be able or wish to be so generous.
Most people buying Hermes would expect and want their expensive goods to be showroom fresh and not a previously sold item that had been returned.
Hermes online policy is very generous and in line with UK distance selling laws.
What does language have to do with it? The meaning is the same, whichever language it's in.
Again, why an exchange and not a return?
A while back, I purchased a Cabacity tote at the relocated CP Place H store in London. I had a change of heart overnight and brought it back to the BS store the next day. Got a full refund without any discussion. I am by no mean a VIP for H in London. Maybe more of a VFP (very friendly person). It may have helped.
Hello Tonkamama,
Sorry for the late replies. I had been trying to contact him but to no avail until last night. Turns out he was pick pocketed!
anyhow, he told me that the scarf is going to be a gift for his SO, but SO did not like the color. It certainly did not past the 30 days return as he went back the day after to inquire about the scarf exchange policy.
HMuse, I am not sure if the SA is new or not but I was told that even the cashier told him that it was not possible to use the store credit towards any types of leather goods. only Scarf / Shoes
I would think if they have an English policy it would help in my friend's case? Neither him nor I speaks french... I mean, that way he would know what he CAN and CAN'T do. The ending to my friend's case is that he went to another H store and told them that scarf was a gift but SO did not like it. And Voila! he was told that he can exchange it with ANY leather and non leather items but not bags.
So yes, I feel that it would be better that if somewhere H has an English policy too, so that us (non french speaking) customers can understand what we can or cannot do (in terms of exchange/returns).
Don't you feel weird that one store said something and another store said something else?
Hello Lostinlondon, he was not mad or upset at all. He actually told me that if he was not allowed to exchange, well he will just keep the scarf... He is pretty calm but I guess a bit shocked at that time? But all is well now! Thank you
Hmm, you know I keep coming back to your question. "Why an exchange and not a return"
In my friend's case, do you think that he was able to get his money back for an item that he willingly purchased and that item is not defect in anyway? I cannot say if he was wrong to try and purchase a scarf that his SO might actually like.
if you were in his position, with his exact predicament, would you requested an exchange or a return?
HMuse, I will update soon! But fyi, he was able to exchange his scarf in another store with no "scarf/shoes only" restriction.
Are we talking about a transaction in UK here
or some other English speaking country?
That might be academic as we are not discussing imperfect goods.
If you are buying a gift, it is always sensible to ask if it can be exchanged if it does not suit the recipient for some reason (i.e. it might be duplicating something they already own).
Another point is that it seems that you only know what you were told; did you hear the full exchange? The details of what people remember and recount might not be accurate.
I was with a friend when a fire alarm went off; we were not sure if it was a test, a drill or the real thing. We were on the first floor - my recollection was that we were told to stay in the building, her recollection was that we were told to stay on the first floor.
I have always been sure that my recollection is correct, but writing this has made me wonder if it was the other way round.
or some other English speaking country?
That might be academic as we are not discussing imperfect goods.
If you are buying a gift, it is always sensible to ask if it can be exchanged if it does not suit the recipient for some reason (i.e. it might be duplicating something they already own).
Another point is that it seems that you only know what you were told; did you hear the full exchange? The details of what people remember and recount might not be accurate.
I was with a friend when a fire alarm went off; we were not sure if it was a test, a drill or the real thing. We were on the first floor - my recollection was that we were told to stay in the building, her recollection was that we were told to stay on the first floor.
I have always been sure that my recollection is correct, but writing this has made me wonder if it was the other way round.
PJW, I posted my Q at the Paris trip for Hermes, but It was moved to this thread. so yes, this occurred in Paris, where my friend was not able to understand or speak french. He only asked me about this because he knows I am into Hermes.
Also, i was not with him. He texted me to ask if I could help him. And that is when I recounted his whole experience in this forum, hoping that the ladies here may be of help.
I mean, all he was asking was if it is true that you can only exchange a scarf with either scarf/shoes. That's it.