Stuck with 1600euro store credit

[Hobbiezm]

Thank you all for your suggestions.
I really didn't want to take the store credit but to be honest, I was just intimidated. It really is different over here, the attitudes, I just wanted to get out fast. They weren't very sympathetic or apologetic but merely explained that profiling Asians is simply something they've had to do in response to the 'exploding demand'. Do you guys think it's worth another shot?
I'm just so sick of the attitude, the eyerolling... the key thing is that the fact that they discriminate against me for my race isn't a problem for them and isn't considered inappropriate the way it would be like in America. It was just 'too bad but this is how we have to conduct business'

I am incredibly sorry for what you have gone through, however you are within every right to speak to the SM and demand full refund. It's a luxury store, whether they feel that way on a particular race or other types of profiling (I've heard they want to limit selling to the TV reality celebs) the truth is it's still a business. They along with other high end stores should be careful to bite the hand that feeds. Similarly as a customer you are entitled to have good customer service, and polite staff. If you don't get this treatment, then demand it. It's also a tone to set for other customers who are feeling like you who do not take a stand on being treated poorly. I've been fortunate that Hermes has treated me well, however I have no hesitancy in talking to managers when the customer service is rude and obnoxious ; you will often find that by being candid with them, stores will do something about it as well.

Good luck on however you proceed and do not let this weigh too heavily on your mind...

 

[Murphy47]

I so sorry that happened! I remember a few years ago Oprah and Gayle were denied entrance to the store and they r famous!
Get your money back and find a store that only cares about the color of your cash!

 

[pasdedeux1]

I so sorry that happened! I remember a few years ago Oprah and Gayle were denied entrance to the store and they r famous!
Get your money back and find a store that only cares about the color of your cash!

May I suggest Delvaux, which is certainly a rival in quality, less half the price, and twice the service. I have a Delvaux "Signature" model in a velvet finish leather that is simply perfection.

 

[Jaclyn Espinas]

I am confused - why does Hermes profile Asians? What sort of profiling are they doing? I took an apartment in Paris last summer and I saw many Asian people shopping - wouldn't the boutiques consider that a GOOD thing?

I am sorry for the trouble you have experienced. If you do not want to get your mother scarves or shawls, I would suggest SLGs or jewelry. I hope your are able to find sonething to your liking.

Ya I'm wondering what kinda profiling. Because I've been to Hermes in Paris a few times and they are über friendly and helpful. So I was wondering what happened. In Asia Hermes judges you by how you wear or look or what bag or watch you carry / wear.

When I first went to put myself on the waiting list for the Kelly and Birkin, I got many stare downs. Then a year later they had a bag floating in store and I was next in line for the call. Not the color I wanted but I was happy to get it rather than wait again. So I bought it in cash. Then the service became extremely good from then onwards. Then when I got a call for the birkin another year later (it was another one floating in store and not the color I wanted) I was contemplating a downpayment for a 90k car vs a 10k bag. I choose the car and rejected the bag. And then requested for my deposit back but they refused and wanted to give me a store credit instead. But their deposit slip does not say refunds not allowed, so I spoke to store manager and managed to get it back. But from then Hermes where I was from doesn't not like me or treat me well. And told me I'm back to the waiting list again but it has been 2 years since and no calls from them. So I've moved to the states now and actually was wondering how the wait list is like here (I have to start new!! ) and recently discovered TPF and saw your post when doing my research on Hermes

So I'm curious to hear your story of the racial profiling

Thanks!

 

[ap.]

The attitude is not just where you are. It seems pervasive. My husband travels and has stopped in various H boutiques and inquired about a 28 kelly for me. In one boutique the woman, who happened to be Asian, would not look him in the eye when she answered we have nothing. For DH to say he knew someone is lying is something; he is a quiet guy, even tempered and as laid back as they get and I want to say less in tuned to "vibes" than myself. I'm sure he was right that she was lying but you can't say I think you are lying. You just leave and wish them (under your breath) a sucky day, life.

just want to comment that in some cultures, it is considered polite NOT to look people in the eye. growing up, my grandmothers told me many times that it is rude to look people directly in the eye. as a result, i now have to put in a conscious effort to look at people directly and i use various coping mechanisms to do it (i usually look at people's foreheads, eyebrows, etc).

the issue with hermes and asians stems from differences in culture. the "chinese tourists'" directness and their undisguised appetite for "it bags" is offensive to parisian sensibilities. the tourists, on the other hand, are not aware of the absurd hermes customer/SA pas de deux that must be performed to be allowed to purchase a bag. both think the other side is rude and unreasonable. both are correct

ideally, tourists would apply the when-in-rome principle and adjust their behavior according to the environment (i.e. americans would lower their volume). i think in time, as the chinese travel more, they'll become more aware of expected behavior and Hermes' hard line policies against them will soften (and will be directed at the citizens of the next newly rich countries).

 

[chicinthecity777]

just want to comment that in some cultures, it is considered polite NOT to look people in the eye. growing up, my grandmothers told me many times that it is rude to look people directly in the eye. as a result, i now have to put in a conscious effort to look at people directly and i use various coping mechanisms to do it (i usually look at people's foreheads, eyebrows, etc).

the issue with hermes and asians stems from differences in culture. the "chinese tourists'" directness and their undisguised appetite for "it bags" is offensive to parisian sensibilities. the tourists, on the other hand, are not aware of the absurd hermes customer/SA pas de deux that must be performed to be allowed to purchase a bag. both think the other side is rude and unreasonable. both are correct

ideally, tourists would apply the when-in-rome principle and adjust their behavior according to the environment (i.e. americans would lower their volume). i think in time, as the chinese travel more, they'll become more aware of expected behavior and Hermes' hard line policies against them will soften (and will be directed at the citizens of the next newly rich countries).

Very good post! I totally agree! I think both sides have some adjustment to do.

To OP, I would write them a letter on paper, post it physically to their head office. I had done so with some issues I had in the past and had very good response from the head office. Worth a try if the store didn't give you a cash refund.

 

[am2022]

I never knew that it was impolite to loook directly in other people's eyes... whoa... and i do it all the time.

but very aptly said... im chinese, filipino, spanish and have met varied people of all ages and races in the past 13 years while travelling for my education...

I continue to observe different peculiarities with each race and I enjoy them all.. I love the differences and the awkwardness as well!!!
I even appreciate the language barriers and I sometimes wish, i had tried learning how to speak other languages in my younger years... maybe someday rosetta stone for french and spanish!!!

just want to comment that in some cultures, it is considered polite NOT to look people in the eye. growing up, my grandmothers told me many times that it is rude to look people directly in the eye. as a result, i now have to put in a conscious effort to look at people directly and i use various coping mechanisms to do it (i usually look at people's foreheads, eyebrows, etc).

the issue with hermes and asians stems from differences in culture. the "chinese tourists'" directness and their undisguised appetite for "it bags" is offensive to parisian sensibilities. the tourists, on the other hand, are not aware of the absurd hermes customer/SA pas de deux that must be performed to be allowed to purchase a bag. both think the other side is rude and unreasonable. both are correct

ideally, tourists would apply the when-in-rome principle and adjust their behavior according to the environment (i.e. americans would lower their volume). i think in time, as the chinese travel more, they'll become more aware of expected behavior and Hermes' hard line policies against them will soften (and will be directed at the citizens of the next newly rich countries).

 

[Millicat]

Very good post! I totally agree! I think both sides have some adjustment to do.

To OP, I would write them a letter on paper, post it physically to their head office. I had done so with some issues I had in the past and had very good response from the head office. Worth a try if the store didn't give you a cash refund.

Yes indeed, very very good post.

Over here looking people directly in the eye is a good and positive thing to do.

Adopting the 'when in Rome' attitude is so important but if you don't know the 'Romans' ways you're at a loss from the start.

And yes, to the Original Poster, write to their Head Office and fully explain, there are many many occasions when a letter is crucial and this is one such time, i'm a letter writer in circumstances of poor service and it's a good and respectful way of obtaining the outcome you require.

 

[josiren]

Well..........

After reading through this post...and some other posts on a similar issue, I really am clueless as to WHY do they do this kind of profiling?

What is wrong with Asians carrying Hermes?
What is their concern?

Infact, I would say Asian's resellers are on the increase due to the higher spending power of Asians these days...Isn't it so?

What is their concern really?
Re-sellers? OR could it be that Asians do not dress well enough to carry their almighty bags?
There are many types of Asians...ranging from Japanese, Koreans, Chinese/CN/HKG/SG/MY/PH (from different ancestoral background), Thais...etc etc..

Perhaps it is time to sign a Petition.

All it takes is a journalist from a Major Newpaper Agency who will pen down this issue.

Hermes = Love Hate Relationship.

 

[josiren]

With all due respect...I respect all service providers.

But what makes those Hermes SA a notch above the high spending clients?

Someone behind the scenes must have given them instructions to do so.


Just a guess.

 

[perlerare]

.......
What is their concern really?
Re-sellers? OR could it be that Asians do not dress well enough to carry their almighty bags?
There are many types of Asians...ranging from Japanese, Koreans, Chinese/CN/HKG/SG/MY/PH (from different ancestoral background), Thais...etc etc..

..........

My guess is that they want people from Asia to buy Hermes in Asia, because they opened so many stores there, they moved so much inventory there, and they price their items so much higher there than in Europe.

It's all about business. No racial profiling here. my 0.02 of course.

.....
Someone behind the scenes must have given them instructions to do so.
Just a guess.

Of course...But they don't train their staff to achieve this (nor other major disturbing policies) , and that ALWAYS result in a terrible experience for the customer.

As for resellers, I do not think this is a problem at all. Resellers actually do a free of charge huge part of their branding.

 

[sydspy]

My guess is that they want people from Asia to buy Hermes in Asia, because they opened so many stores there, they moved so much inventory there, and they price their items so much higher there than in Europe.

It's all about business. No racial profiling here. my 0.02 of course.



Of course...But they don't train their staff to achieve this (nor other major disturbing policies) , and that ALWAYS result in a terrible experience for the customer.

As for resellers, I do not think this is a problem at all. Resellers actually do a free of charge huge part of their branding.

couldn't agree more...........I always buy from my local stores , but will be also happy if my friends can find me anything I'm looking for from other H boutiques providing that they are willing to carry those items back for me as well.......

back to the topic: .........I think getting a wallet or anything SLG ......like a lipstick case, picture frames, etc.......would be a great idea for presents..........

 

[ilovenicebags]

just want to comment that in some cultures, it is considered polite NOT to look people in the eye. growing up, my grandmothers told me many times that it is rude to look people directly in the eye. as a result, i now have to put in a conscious effort to look at people directly and i use various coping mechanisms to do it (i usually look at people's foreheads, eyebrows, etc).

the issue with hermes and asians stems from differences in culture. the "chinese tourists'" directness and their undisguised appetite for "it bags" is offensive to parisian sensibilities. the tourists, on the other hand, are not aware of the absurd hermes customer/SA pas de deux that must be performed to be allowed to purchase a bag. both think the other side is rude and unreasonable. both are correct

ideally, tourists would apply the when-in-rome principle and adjust their behavior according to the environment (i.e. americans would lower their volume). i think in time, as the chinese travel more, they'll become more aware of expected behavior and Hermes' hard line policies against them will soften (and will be directed at the citizens of the next newly rich countries).

I think you hit the nail on the head as to why the profiling issues arise. I stopped by the Neiman Marcus outlet on my way to work this morning as there was a designer shoe sale and the asian people sprinted to the tables, starting picking up items by the armful, and began fighting over shoes, not to mention the pushing to get in. Myself and a few other ladies simply left the madness as it was just shoes. I dont think the luxury lifestyle should lend itself to this level of hunger for designer goods. I think the cultural perception issue is the problem. My local H (in the USA) has dealth with the agressive tourist issues by simply not displaying anything. My SA who is chinese told me that if something is on display they legally have to sell it to those very chinese tourists and so their legal loophole is to not display anything and tell the people they dont have anything for sale. This is an issue we all have to deal with, regardless if you are asian or not.

 

[stillfabulous]

What a horrible story. I am so sad to hear that this happened to you.

 

[CrackBerryCream]

I'm also curious how that racial profiling is carried out.

I'm of Chinese background myself, but grew up in Europe and had French as third language at school. That way I was able to chat with SAs in French in the Parisian Hermès stores and only experienced good service. One SA explained that the issue with some Chinese tourists is their bad/rude/aggressive attitude demanding Bs and Ks loudly. I can understand that you don't want to sell to rude people in general, who in this case unfortunately happen to be of a certain background. There are badly behaving people from all countries, but when people encounter many from the same country they start to have prejudices as it's easier to stereotype people.

I think everyone has prejudices of some sort, but it becomes an issue once you let the prejudices reign over real perception and treat everyone the same. In that case I'd walk away to some other SA as fortunately, most are nice in my experience. Instead of letting idiots ruin your day try to understand why they are idiots, that it's a waste of time to deal with idiots and focus on nice people and your actual goal, to score this and that item you love instead.