Treatment in Hermes Stores

[VigeeLeBrun]

In an effort to balance the last few comments, perhaps the SA's have been told to not pounce on people as they come in as many just want to browse and would be uncomfortable if approached immediately. If someone is truly shopping they can always ask for assistance surely? Personally I hate being approached unless I'm under time pressure and have a very specific item to pick up. If approached my response usually is ' I'm just browsing for now, thank you, but will have a couple of specifics in a few minutes'....

This is a very good point. Having worked in the fashion industry in NYC, I hate shopping and am very resistant to being "helped" by SAs. Also, I am a fast shopper on my own. I like it when any SA waits until I have a question and doesn't hover near-by. Plus, my wallet flies open on it's own when I enter an H store. My H SA knows this about me, thank goodness.

 

[martiniandlace]

In all fairness, its just as easy to get bad service at H&M, Zara, Target, Walmart etc as it is in Hermes. I dont think it is skewed any more favourably/worse from any one store to the other. A bad SA is a bad SA!!

While I think I can categorically say I have never been treated badly in any store, it may simply be that I have just never noticed. If I need help, I will ask for it and I better get it!!!..
I believe the expectation of bad service may have become so high in designer boutiques and because we are spending so much money, an attitude of entitlement becomes overwhelming so that if we perceive even the slightest coolness/restraint from a service person, it ruins every aspect of the shopping experience.
There is no expectation of worship or respect while shopping at lower end stores, so we pay zero attention to bad service.

I once spoke with a lady in Hermes who complained endlessly about such bad service at Louis Vuitton and talked incessantly about how many years she had shopped/how much money she had spent ...and yet no one knew her name. I innocently asked which sales person/persons she had been dealing with...she drew a blank. She didnt know the name of a single soul, after 5 years....I suggested maybe she get to know one or two of the SA's. We are all human beings after all, regardless of our individual spending power.


While I am not speaking for all SA's and/or customers, clearly respect is a two way street .....
Just my 2 cents.

 

[Nahreen]

If I´m going to pay so much more for designer goods I expect the following:

1. Excellent craftmanship and quality
2. Polite and helpful SAs
3. Hopefully the people making the bags/items have good working conditions/salaries.

Here in Sweden SAs don´t get comission but they get salarie every month. This means that if the shop is not selling, SAs will loose their job. So regardless it is important that people shop there. I like to get greeted when I walk into the store. If they are busy I understand that they might not have the time, but if the store is empty I expect it just as I will say hello to them. It is common curtesy.

 

[chicinthecity777]

I agree it's a two way street, no doubt about it. I also think it's reasonable to greet a customer when they enter a store. Not hovering over them all the time. But if I am not greeted, I am not too bothered. However I will ask for help when I need it. And if by that point, SAs are still not helpful, then I have an issue. On the other hand, when I don't want any attention just want to browse, if a SA approaches, I just politely say that I am only looking at this point and will let them know when I need help.

 

[webaj]

Shocker of the day....I just had my second very positive experience at Madison Avenue in one month! I was in the store a few weeks ago and talked to a very nice SA (her name was Keiku...though I may have multilated the spelling.) I was looking for a black leather CDC with GHW. She told me she has just sold the last one but she gave me her card and she took my contact information and told me she would call me when they got one in stock.

Well...guess who called today? I was totally shocked and felt terrible that I had to tell her that I had already found the bracelet on h.com.

She was lovely and I will definitely look for her or one of the other nice new SAs who are now working at Madison Ave.

 

[GirlieShoppe]

In all fairness, its just as easy to get bad service at H&M, Zara, Target, Walmart etc as it is in Hermes. I dont think it is skewed any more favourably/worse from any one store to the other. A bad SA is a bad SA!!

So true! I recently went into Ann Taylor looking for a specific item. When I asked the SA if they had it in stock, she pointed to the back and said, "That's a sale item. If we have it, it would be back there. You can look for it, but I don't have time."

I've never really gotten horrible service at Hermes, more like lukewarm. Once I was shopping for a scarf and the SA seemed mildly disinterested (yet still helpful) in helping me. I didn't take it personally though; she had her eye on the only other people in the store -- a husband and wife who were basically cleaning out the store with all the RTW, SLG, silks, and shoes they were purchasing. The SA who was helping them was running all around trying to gather up all their choices, and they had a huge stack of merchandise. I imagine my SA was doing a mental calculation of the commission her colleague was earning while she was helping me with my measly scarf purchase.

 

[Nahreen]

So true! I recently went into Ann Taylor looking for a specific item. When I asked the SA if they had it in stock, she pointed to the back and said, "That's a sale item. If we have it, it would be back there. You can look for it, but I don't have time."

I've never really gotten horrible service at Hermes, more like lukewarm. Once I was shopping for a scarf and the SA seemed mildly disinterested (yet still helpful) in helping me. I didn't take it personally though; she had her eye on the only other people in the store -- a husband and wife who were basically cleaning out the store with all the RTW, SLG, silks, and shoes they were purchasing. The SA who was helping them was running all around trying to gather up all their choices, and they had a huge stack of merchandise. I imagine my SA was doing a mental calculation of the commission her colleague was earning while she was helping me with my measly scarf purchase.

Well perhaps it was not much that you were buying compared to the others but enthusiasm from an SA will at least for me make me want to buy more things. I very enthusiastic SA in Copenhagen introduced me to H just two months ago where I bought my sun hat I've since then also purchased on line and this coming weekend I go to Copenhagen again and I'm certainly going to see what's in store and possibly buy a scarf ring (maby even one more scarf). It might not seem much to what some buy but it is for me.

 

[VigeeLeBrun]

So true! I recently went into Ann Taylor looking for a specific item. When I asked the SA if they had it in stock, she pointed to the back and said, "That's a sale item. If we have it, it would be back there. You can look for it, but I don't have time."

I've never really gotten horrible service at Hermes, more like lukewarm. Once I was shopping for a scarf and the SA seemed mildly disinterested (yet still helpful) in helping me. I didn't take it personally though; she had her eye on the only other people in the store -- a husband and wife who were basically cleaning out the store with all the RTW, SLG, silks, and shoes they were purchasing. The SA who was helping them was running all around trying to gather up all their choices, and they had a huge stack of merchandise. I imagine my SA was doing a mental calculation of the commission her colleague was earning while she was helping me with my measly scarf purchase.

Good point!

 

[hollyspringskim]

Are the SAs nice if they know you're not going to buy? Or do they act snooty if they know or think you're not going to buy anything??

The reason I ask is, I just LOVE to admire bags: bags I love, bags I hate, bags I can afford, bags I can't afford. I just enjoy bag browsing and get a high off of it. Whenever I am in nice malls I will walk through almost every single bag store.

Today, at King of Prussia, was the first time I have ever encountered a Hermes store and for some reason, I was AFRAID to go in. I can't afford it in any fashion and even if I could, it's not my style, but I really wanted to look around for fun.

I have no problem parading into Armani or Versace with no intent of purchase...but this store was almost like a fort...you couldn't see through the windows. It intimidated me or something lol.

I'm so sorry for your experience. Keith has been my SA for several years, and I've never known him to be anything but helpful and gracious. I was in the boutique on Friday, and he was his usual welcoming self. I've found both Keith and the SM to be not only totally professional, but also quite kind.

Very interesting posts... I was in the Vienna store yesterday and Keith was anything but kind and welcoming. In fact, as usual he was condescending and down right rude. Going further, I believe he picks and chooses who he is "nice" to. I asked to be placed on the wait list for a 42 matte gold buckle Constance belt and to forward my request passed along to Ava, a fabulous young, professional SA at the Vienna location. Keith on the other hand, attempted to tell me how my request was super hard to fulfill yada yada... Likely story, as I purchased a silver matte 42 belt just a couple of months ago and I reminded him of such. Going further, he pushed a strap color combo that I had already purchased as a more realistic choice. lets face it; that is rubbish. I gently reminded him that i had no desire to buy the same color strap. and to please take my request and forward to Ava. At this point I asked to see the 24mm belt. Again, he did and said everything to not show me the belt. He even went as far as stating that this particular belt was for people who worked and would be wearing with dress pants/trousers not jeans. I was steaming from his socially inappropriate choice of words, as well as the assumption that I was not a professional. I redirected him and stated as nicely as I could that I wanted to see the belt. Needless to say, I was so dismayed at his level of professionalism that I called back and spoke to the store manager. But, guess who answered the phone and alluded that the manager was not there.... and when confronted with my knowledge that he was in the store....offered that he was busy-Keith. lol I could not make this up- he is horrible. Going further, today, I received a call from Vice President East Coast Hermes stores, who was gracious and apologetic. I explained to her that I have been a customer since 1994 and have never experienced anything like this before. I explained that this was not the first time that Keith was rude and condescending. In fact, approximately 2 months ago, I went to the boutique to buy a Kelly Extreme bracelet. Keith, argued me down that the bracelet did not exist.... Are you sure it's Hermes, etc. he was loud and within earshot of other clients. Finally, he went to the product catalogue and saw the bracelet. Did he apologize, offer to find it, waitlist me? No, he shrugged his shoulders and walked away. Again, I am mindful that SA's can have a bad day, but with Keith, he is consistently rude......and obviously selects who he will be nice to. Sorry for the long rant- but, this SA is the worst...

 

[ice19]

I heard from My SA at Madison Ave. NYC about Hermes made the new bad policy for US store. I live NYC for 4 years and I always shopping at the Hermes store. I went to Hermes Madison Ave. with my friends who were visitor from Japan last week. My friends buy more things and asked SA who name Cindy for Kelly or Birkin bags, but she said the new Hermes Policy in US will not offer this bags to a tourism because the Hermes company want only local client. I am also their client who live in NYC and shopping in the store many time a year so I asked my SA for this bags too, but she said she can't offer me the bag now because she has to give my name to her Director to check my profile accept my personal address and everything then if it clear the Director of the store will give her the bags for offer to me. Even I buy a lot today and she has the bags, but she can't offer me just wait until her Director check client personal proflie and back to pick up the bag in other days. My friends who live in USA and I have many question1. Why Hermes company let the Director can check Client personal proflie? It not legal in USA?2.Why the Hermes company don't sell offer the bags to tourism? All my friends and I who live in USA already talked to the lawyer and they told us to Sue the Hermes and decide to report this situation to the Police that not legal about US law that Hermes company want their employee to check and scan client personal profile to offer them the birkin or Kelly bags. I hope you The Hermes company in France can fix this problem.

 

[VigeeLeBrun]

I heard from My SA at Madison Ave. NYC about Hermes made the new bad policy for US store. I live NYC for 4 years and I always shopping at the Hermes store. I went to Hermes Madison Ave. with my friends who were visitor from Japan last week. My friends buy more things and asked SA who name Cindy for Kelly or Birkin bags, but she said the new Hermes Policy in US will not offer this bags to a tourism because the Hermes company want only local client. I am also their client who live in NYC and shopping in the store many time a year so I asked my SA for this bags too, but she said she can't offer me the bag now because she has to give my name to her Director to check my profile accept my personal address and everything then if it clear the Director of the store will give her the bags for offer to me. Even I buy a lot today and she has the bags, but she can't offer me just wait until her Director check client personal proflie and back to pick up the bag in other days. My friends who live in USA and I have many question1. Why Hermes company let the Director can check Client personal proflie? It not legal in USA?2.Why the Hermes company don't sell offer the bags to tourism? All my friends and I who live in USA already talked to the lawyer and they told us to Sue the Hermes and decide to report this situation to the Police that not legal about US law that Hermes company want their employee to check and scan client personal profile to offer them the birkin or Kelly bags. I hope you The Hermes company in France can fix this problem.

This is the first time that I have heard of this new policy. Interesting.

 

[taylorrd]

I heard from My SA at Madison Ave. NYC about Hermes made the new bad policy for US store. I live NYC for 4 years and I always shopping at the Hermes store. I went to Hermes Madison Ave. with my friends who were visitor from Japan last week. My friends buy more things and asked SA who name Cindy for Kelly or Birkin bags, but she said the new Hermes Policy in US will not offer this bags to a tourism because the Hermes company want only local client. I am also their client who live in NYC and shopping in the store many time a year so I asked my SA for this bags too, but she said she can't offer me the bag now because she has to give my name to her Director to check my profile accept my personal address and everything then if it clear the Director of the store will give her the bags for offer to me. Even I buy a lot today and she has the bags, but she can't offer me just wait until her Director check client personal proflie and back to pick up the bag in other days. My friends who live in USA and I have many question1. Why Hermes company let the Director can check Client personal proflie? It not legal in USA?2.Why the Hermes company don't sell offer the bags to tourism? All my friends and I who live in USA already talked to the lawyer and they told us to Sue the Hermes and decide to report this situation to the Police that not legal about US law that Hermes company want their employee to check and scan client personal profile to offer them the birkin or Kelly bags. I hope you The Hermes company in France can fix this problem.

This sounds very similar to what happened when I got my Birkin earlier this year. I was offered a Birkin but before I could purchase it, the President of Hermes Canada had to approve my store's request. He or She did and everything went fine and since then there has been no need to get approval from Hermes Canada for other highly sought after items. I don't know if you have every purchased a Kelly or Birkin before but it could be that.

 

[kewave]

Hermes' sales policies have always been very discriminating and discretionary. I would be very curious to see how the law suit, if any, with Hermes pans out.....

 

[babielovah]

I heard from My SA at Madison Ave. NYC about Hermes made the new bad policy for US store. I live NYC for 4 years and I always shopping at the Hermes store. I went to Hermes Madison Ave. with my friends who were visitor from Japan last week. My friends buy more things and asked SA who name Cindy for Kelly or Birkin bags, but she said the new Hermes Policy in US will not offer this bags to a tourism because the Hermes company want only local client. I am also their client who live in NYC and shopping in the store many time a year so I asked my SA for this bags too, but she said she can't offer me the bag now because she has to give my name to her Director to check my profile accept my personal address and everything then if it clear the Director of the store will give her the bags for offer to me. Even I buy a lot today and she has the bags, but she can't offer me just wait until her Director check client personal proflie and back to pick up the bag in other days. My friends who live in USA and I have many question1. Why Hermes company let the Director can check Client personal proflie? It not legal in USA?2.Why the Hermes company don't sell offer the bags to tourism? All my friends and I who live in USA already talked to the lawyer and they told us to Sue the Hermes and decide to report this situation to the Police that not legal about US law that Hermes company want their employee to check and scan client personal profile to offer them the birkin or Kelly bags. I hope you The Hermes company in France can fix this problem.

Hermes can choose who they want to sell the bag to. Just as restaurants have the right to refuse service to certain people.
And all your info that Hermes has is either your shopping history with Hermes, or your personal info that you provided to Hermes in the past, such ad your name, phone number, address. Hence, Hermes store director can look at your info whenever. I highly doubt that violates any law.

 

[Chestnutty]

LVMH is being sued in California for storing clients' info for purposes other than completing transactions (e.g., shipping, credit card validation). Don't know how that suit will end up, though. May just complete with some certain monetary settlements and that's about it.
For the discrimination part, I doubt the suit will fly. Tourists are not a protected class - anybody is a tourist at some points. Any stores can just deny service to just about anybody they feel unfit (remember the sign No Shirt No Shoe No Service?) unless for reasons that discriminate people under protected classes (from my bare minimal knowledge of the US legal system btw).