Question About Ordering by Phone

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caannie

caannie

Mother of Dachshunds
O.G.
Mar 28, 2006
2,919
1,634
#1
I obtained my first ever lovely Hermes bag, from a reliable authentic source. So, I want a new lock and keys for the bag. I called the nearest Hermes store (about 180 miles from me) and they told them I simply would like to purchase (by phone) a new gold lock and keys for one of my bags. They told me that to purchase it, I would have to come in person to the store and bring the bag. Just for a lock and key, they want me to drive 3 hours! :wtf: I didn't tell them anything about the bag, where I got it, etc... Just said I wanted a lock and key. I called their 1800 number and the man there told me they would want to "inspect" my bag to make sure it was authentic before I could put an authentic lock on it.

Is this standard operating procedure for Hermes? I spoke to more than one boutique today and they told me the same!
 
#2
I would think so.

I realize its a terrible inconvenience, but luxury brands have to keep quality control constant or fakes will run the market. If you swap out Rolex faces, for example, Rolex will keep the old, authentic face so that it can't later be put on a replica watch to suggest the replica is real, and fool someone on the secondhand market.

Make a day of it. Seriously, go and enjoy it, get to know an SA while you're there. Build a relationship, while you're there. It will facilitate easy orders afterwards, and you'll get a chance to see some wonderful H!

Good luck and have fun :tup:
 
#4
The reason it seemed unreasonable to me is that Hermes.com has a number of cadenas for sale (the fancy ones) and what's to stop anyone from buying one there and then putting it on a fake bag? Nothing, that's what. So what's the difference with buying a plain lock and putting it on a fake bag and buying a fancy one on H's website and putting it on a fake bag? ;)
 
#5
The difference is that the cadenas on the website are decorative items. Lots of people use them for bags (Hermes or not), necklaces, and charm bracelets, etc. A lock, keys and tiret are an integral part of the actual bag. The leather must match and they are numbered sets. Someone could sell a fake bag with an actual Hermes lock, which would be yet another way to commit fraud. It doesn't seem unreasonable at all, and we should be happy that the store takes this position regardless of how inconvenient it may be.

That said, there's always ebay, you may find what you need there.

Good luck!:smile1:
 
#6
dharma said:
It doesn't seem unreasonable at all, and we should be happy that the store takes this position regardless of how inconvenient it may be.

That said, there's always ebay, you may find what you need there.

Good luck!:smile1:
Click to expand...

As a potential customer, I find it very inconvenient. Guess they don't need my money (we all know they don't! lol) You are right, there's always Ebay. ;)
 
#7
Did you ask if you could send your bag instead of delivering in hand? Perhaps you could send your bag to NY for a refurbishment and ask for a new lock and key set at the same time.
 
#8
They mentioned I could do something like that. It appears that not allowing phone orders is their standard operating procedure to protect their brand integrity, so I'm just having a friend who has a relationship with a helpful SA handle it for me.
 
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