Should I return this Kelly?

[summer777]

Just got this baby 2 days ago, this is Kelly 28 Madame leather Noir retourne and this is my first kelly. Madame is like epsom but a little softer.

When I check the condition in-store, did see the sealant cracked on both side and SA said that's normal, later back home when I try on I notice that both side parts are not even. One side is in perfect work almost like Sellier( because of the leather), the other side there are few bumps. Also the attachment between handle and bag there's visible whit glue spot.

I just join Hermes this year, no experience at all, so I have a few questions hope you can help me to figure out. Thank you!

First, is retourne both sides uneven is normal? I don't think they willing to send this back to France for fixing...


Second, is normal that the new bag will have this sealant crack?


Third, the glue will show many white spots between the handle and bag? (you can see clearly in indoor light with flap closed)


So sad...

 

[Love Of My Life]

Whether this is normal or not, I would suggest you share your thoughts with your SA
since it is a concern that you have. You should not be sad over the purchase of this Kelly

,

 

[Suncatcher]

If you are sad with the bag you purchased, you should bring it back to the store to discuss with your SA your options. Just know that you may or may not get the result you are looking for from your SA. Regardless, these bags are so expensive that you should feel happy and thrilled with your purchase. Good luck!

 

[acrowcounted]

Just got this baby 2 days ago, this is Kelly 28 Madame leather Noir retourne and this is my first kelly. Madame is like epsom but a little softer.

When I check the condition in-store, did see the sealant cracked on both side and SA said that's normal, later back home when I try on I notice that both side parts are not even. One side is in perfect work almost like Sellier( because of the leather), the other side there are few bumps. Also the attachment between handle and bag there's visible whit glue spot.

I just join Hermes this year, no experience at all, so I have a few questions hope you can help me to figure out. Thank you!

First, is retourne both sides uneven is normal? I don't think they willing to send this back to France for fixing...
View attachment 4892336View attachment 4892337

Second, is normal that the new bag will have this sealant crack?
View attachment 4892338

Third, the glue will show many white spots between the handle and bag? (you can see clearly in indoor light with flap closed)
View attachment 4892339 View attachment 4892340

So sad...

Not sure about madame, but Epsom tends to ripple like this which is why they don’t use Epsom for retourne kelly. I’m kind of surprised that they’ve used madame now.

 

[Lightsandcities]

I just checked my retourne kelly 28, one which is a few months old and another 2017, both in togo. Both seem to have these at the sides.. not sure if it is a similar issue to yours. My epsom kelly sellier doesn't have this issue at the sides though. Do keep us updated on what the store says if you bring back your bag! Hope that the outcome will make you happy

 

[I Love Hermes]

If you’re not happy with your purchase, you should have a talk with your SA. You should love what you’re buying not be sad, definitely not after spending that much money.

 

[summer777]

I talked to my SA and manager, at the first time they don't accept return ( H don't accept return?) 30 mins later ask me to go to another boutique and let the craftsman check if it is a quality issue, if it is not quality issue they said they won't accept the return.
So I booked the appointment with another boutique, they asked for a picture first then will determine when to make the appointment.
This aftersales lady said I can return with credit store but can not do an exchange in their boutique since they don't have kelly at this moment, but after she heard the original store refuse to return, she pauses a sec and answered " All manager has the right to determine whether accept a return or not"
No matter what's the result, I will take a long rest with H after this. This customer service is ... making me speechless so far.

 

[I Love Hermes]

Oh my! I thought all stores accept at least a return whether it’s store credit or refund. If it’s was me, I’ll return it with store credit with the second boutique and wait until they receive another bag. Since you had a bad experience with the SA and SM of the first boutique, I wouldn’t take my business there. Hope it turns out for the best for you.

 

[880]

I talked to my SA and manager, at the first time they don't accept return ( H don't accept return?) 30 mins later ask me to go to another boutique and let the craftsman check if it is a quality issue, if it is not quality issue they said they won't accept the return.
So I booked the appointment with another boutique, they asked for a picture first then will determine when to make the appointment.
This aftersales lady said I can return with credit store but can not do an exchange in their boutique since they don't have kelly at this moment, but after she heard the original store refuse to return, she pauses a sec and answered " All manager has the right to determine whether accept a return or not"
No matter what's the result, I will take a long rest with H after this. This customer service is ... making me speechless so far.

RE the Customer Service, and lack thereof, I’m Speechless too. I would not be happy with how customer service was handled in your case. I prefer vintage heritage leather, and my retourne box kelly bag is perfect, no issues, as are my sellier Kelly Bags. I’m not familiar with madame and I am not a fan of epsom, and my eyesight is terrible , so I cannot really see your issues well. But, since an H craftsman department and an H SA (second store) determined that this should be returned, then the entire company should stand by that decision. It’s shouldn't be a subjective call. (BTW, I am not someone who nit picks over a microscopic spot on a bag and I almost never return anything). Since it sounds like you can do a return at the second store, I’d co sider switching your custom to that store. I am picky about SA relationships generally and just started an H SA relationship after a many year hiatus. Your H SA and SM should be your advocate for all reasonable issues re brand new merchandise.