Treatment in Hermes Stores

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#1,936
Stansy said:
Honhon, thanks for your kind words. I am not worried just annoyed, why can't they communicate with their customers? I will probably contact them next week and ask for an update. Good thing I have a backup - always good to have two bags right :D:D:laugh:
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Here's a quick update: I received a mail from the directrice today saying that the bag is in Paris and ready for treatment. Pre-increase price by the way :smile1:
I asked her to go ahead, and she sent a confirmation right back. I am really happy with my store :yes:
 
#1,938
toiletduck said:
Hello fellow H lovers,

I've been a long time supporter for Hermes and have many lovely things from home ware to scarves, shoes and bags from the brand that I have spent a lot of time collecting over the years.

Today was my first experience shopping at the Milano store and I was extremely disappointed! Over the years I have maintained very good relationships with SA's at the H stores that I frequent. Since I learned that I will now be in Milano twice a year I figured it would be smart to start one here, but I have since decided to never step foot in it again.

I walked in with DH (who is always very smartly dressed) after lunch and headed straight for the home wares department. I recently purchased a wooden statue of the horse head in Paris and was now looking for something to go with it. An Italian lady said hello to me and so I asked her if she could help me. She pointed the statues out to me and left me to it. No explanation, nothing. That's fine. I am happy to explore on my own and didn't notice the attitude at that point. I decided to purchase the lacquered papier mache version and since it was the only one left, I had to examine it closely. She didn't seem too happy about that but didn't say anything.

What really got me though, was that she didn't even ask me if I was interested in anything else! As soon as she took back the statue, she quickly wrapped it up and asked me to follow her to the cash. I had been admiring a beautiful ashtray at that point and now didn't have the time or motivation to buy it as she was seemingly in a rush to get rid of me.

As she was speed walking me downstairs to the cashier, I quickly asked if there were any 'special bags'. She said that B and K was only available for order twice a year and that I had to come in person to order and pick it up 10 months later. Fine. I understand that each store has their policies but she seemed quite curt about the whole thing and asking her for more details was like pulling teeth so I gave up. :nono:

Once downstairs by the cashier, she stood aside while the lovely Japanese cashier took our card. At that point, she simply left. No thank you, no goodbye. Gone. If the cashier wasn't so sweet, I would've left at that point without the purchase.

Normally I have wonderful service at H stores around the world and manage to score goodies on a regular basis so this was a first for me. It really upsets me that having recently spent over 5 figures USD at the stores that I was given such blasé attitude and I really hope that this is not a regular thing for H stores! Now I truly understand why some people are so put off by the whole experience.

I just want to ask, is this a regular experience for Milano??

p.s Mods, I'm sorry if this is the wrong place to post this but I just had to get it off my chest!
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That sounds terrible! I've never been to that store....
 
#1,939
toiletduck said:
Hello fellow H lovers,

I've been a long time supporter for Hermes and have many lovely things from home ware to scarves, shoes and bags from the brand that I have spent a lot of time collecting over the years.

Today was my first experience shopping at the Milano store and I was extremely disappointed! Over the years I have maintained very good relationships with SA's at the H stores that I frequent. Since I learned that I will now be in Milano twice a year I figured it would be smart to start one here, but I have since decided to never step foot in it again.

I walked in with DH (who is always very smartly dressed) after lunch and headed straight for the home wares department. I recently purchased a wooden statue of the horse head in Paris and was now looking for something to go with it. An Italian lady said hello to me and so I asked her if she could help me. She pointed the statues out to me and left me to it. No explanation, nothing. That's fine. I am happy to explore on my own and didn't notice the attitude at that point. I decided to purchase the lacquered papier mache version and since it was the only one left, I had to examine it closely. She didn't seem too happy about that but didn't say anything.

What really got me though, was that she didn't even ask me if I was interested in anything else! As soon as she took back the statue, she quickly wrapped it up and asked me to follow her to the cash. I had been admiring a beautiful ashtray at that point and now didn't have the time or motivation to buy it as she was seemingly in a rush to get rid of me.

As she was speed walking me downstairs to the cashier, I quickly asked if there were any 'special bags'. She said that B and K was only available for order twice a year and that I had to come in person to order and pick it up 10 months later. Fine. I understand that each store has their policies but she seemed quite curt about the whole thing and asking her for more details was like pulling teeth so I gave up. :nono:

Once downstairs by the cashier, she stood aside while the lovely Japanese cashier took our card. At that point, she simply left. No thank you, no goodbye. Gone. If the cashier wasn't so sweet, I would've left at that point without the purchase.

Normally I have wonderful service at H stores around the world and manage to score goodies on a regular basis so this was a first for me. It really upsets me that having recently spent over 5 figures USD at the stores that I was given such blasé attitude and I really hope that this is not a regular thing for H stores! Now I truly understand why some people are so put off by the whole experience.

I just want to ask, is this a regular experience for Milano??

p.s Mods, I'm sorry if this is the wrong place to post this but I just had to get it off my chest!
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I am sorry to hear about your experience in this store. The SA's behaviour is not acceptable by any standards. Maybe she was having a bad day? Hard to tell. However, the bold part of your statement puzzles me a little. Do you mean you spent 5 figures USD at other stores? Are those stores in Asia/U.S. or Europe? H computer system is not linked worldwide, an Italian store would not know how much you spent outside the E.U.
 
#1,940
xiangxiang0731 said:
I am sorry to hear about your experience in this store. The SA's behaviour is not acceptable by any standards. Maybe she was having a bad day? Hard to tell. However, the bold part of your statement puzzles me a little. Do you mean you spent 5 figures USD at other stores? Are those stores in Asia/U.S. or Europe? H computer system is not linked worldwide, an Italian store would not know how much you spent outside the E.U.
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It was the lady with the short hair and from another tPFer's reply above, it seems happen rather often :tdown:

To answer your question, xiangxiang0731, I had spent 5 figures USD in Paris alone but to be honest, I don't think it would have made a difference to her anyway! She was giving me attitude from the moment I asked her to help me. I also spent quite a lot of time and money at various other stores last year, Italy included (as well as Hong Kong, Japan, US) and even as a walk in, was never treated this poorly. I was actually after a bollide in Osaka and was offered a Kelly! I wasn't after a B or K and like I said earlier, was interested in building a relationship with someone at the store! I guess I'll be sticking with my other ones instead and will simply skip the Milan store in favour of other Italian cities.
 
#1,941
toiletduck said:
It was the lady with the short hair and from another tPFer's reply above, it seems happen rather often :tdown:

To answer your question, xiangxiang0731, I had spent 5 figures USD in Paris alone but to be honest, I don't think it would have made a difference to her anyway! She was giving me attitude from the moment I asked her to help me. I also spent quite a lot of time and money at various other stores last year, Italy included (as well as Hong Kong, Japan, US) and even as a walk in, was never treated this poorly. I was actually after a bollide in Osaka and was offered a Kelly! I wasn't after a B or K and like I said earlier, was interested in building a relationship with someone at the store! I guess I'll be sticking with my other ones instead and will simply skip the Milan store in favour of other Italian cities.
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How about try another SA in that store? If this is the closest store for you when you are in Italy, I would at least try someone else before giving it all up.
 
#1,942
xiangxiang0731 said:
How about try another SA in that store? If this is the closest store for you when you are in Italy, I would at least try someone else before giving it all up.
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I had a fabulous surprise today. I was in the BH store several months ago (I have purchased a few things there but it is not my home store) and was waited on by an SA named Brian. I asked about a black CDC with PHW. He did not have one in stock but took down my information and promised to call when they had one in stock...and he did today!
 
#1,945
Stopped by H boutique in Toronto today. Had not gone in since last summer since the SA I encountered last year was rather curt. Wasn't sure what kind of service I'd received today but I've been dying to find out if they have any 26 Toolbox or Kelly (one could only hope). Was helped by Shirley. She was very helpful. They had 2 33 Toolboxes on the shelves which would have been huge on me. I'd tried this on in Waikiki before. She went to check on the system and it showed one 26 Toolbox in the store but it was no where to be found. I also asked her about K bag but she didn't have any but said she'd sell me one if they have it although there are hundreds of customers that have been waiting for a long time. I expected this but she was helpful and sincere and left me with a much better impression of this H store.

Toronto is my hometown but I usually get my H items during my travels since I was never impressed with SAs here over the years. She took down my name and promised to call if any of these bags or spring scarves come in. I can now see myself stopping by more often and can see myself buying things from her.
 
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#1,946
toiletduck said:
Hello fellow H lovers,



I've been a long time supporter for Hermes and have many lovely things from home ware to scarves, shoes and bags from the brand that I have spent a lot of time collecting over the years.



Today was my first experience shopping at the Milano store and I was extremely disappointed! Over the years I have maintained very good relationships with SA's at the H stores that I frequent. Since I learned that I will now be in Milano twice a year I figured it would be smart to start one here, but I have since decided to never step foot in it again.



I walked in with DH (who is always very smartly dressed) after lunch and headed straight for the home wares department. I recently purchased a wooden statue of the horse head in Paris and was now looking for something to go with it. An Italian lady said hello to me and so I asked her if she could help me. She pointed the statues out to me and left me to it. No explanation, nothing. That's fine. I am happy to explore on my own and didn't notice the attitude at that point. I decided to purchase the lacquered papier mache version and since it was the only one left, I had to examine it closely. She didn't seem too happy about that but didn't say anything.



What really got me though, was that she didn't even ask me if I was interested in anything else! As soon as she took back the statue, she quickly wrapped it up and asked me to follow her to the cash. I had been admiring a beautiful ashtray at that point and now didn't have the time or motivation to buy it as she was seemingly in a rush to get rid of me.



As she was speed walking me downstairs to the cashier, I quickly asked if there were any 'special bags'. She said that B and K was only available for order twice a year and that I had to come in person to order and pick it up 10 months later. Fine. I understand that each store has their policies but she seemed quite curt about the whole thing and asking her for more details was like pulling teeth so I gave up. :nono:



Once downstairs by the cashier, she stood aside while the lovely Japanese cashier took our card. At that point, she simply left. No thank you, no goodbye. Gone. If the cashier wasn't so sweet, I would've left at that point without the purchase.



Normally I have wonderful service at H stores around the world and manage to score goodies on a regular basis so this was a first for me. It really upsets me that having recently spent over 5 figures USD at the stores that I was given such blasé attitude and I really hope that this is not a regular thing for H stores! Now I truly understand why some people are so put off by the whole experience.



I just want to ask, is this a regular experience for Milano??



p.s Mods, I'm sorry if this is the wrong place to post this but I just had to get it off my chest!
Click to expand...


Hi! I've been to Milan and i would say 80% of the people there are quite nice especially the gentleman at the bag counter @ the 2nd floor. He was sooo sweet and talked to me at length about various things that hermes will be producing this year. I would not say the same for florence though!
 
#1,947
I had a conversation with an Hermes Associate while on vacation and during a hunt for a constance bag… I thought I'd share what he told me.

He told me that Hermes doesn't like to sell birkins, kellys, or constance bags to people who ask for them. He said the majority of people that he has sold these bags to, are people who bought other thing and didn't ask for anything, and then Hermes offered it on their own. He said unless someone is extremely persistent and buys things like their ties, hand bags, belts etc. in large amounts over a spam of a long time, they will never be offered a bag. Your name will go on a list for when they get a bag in, or they'll take down your name just to humor you, but you'll be on that "list" for a VERY VERY long time and you'll get the color and leather they give you

He also said that Hermes will offer you any color birkin, Kelly, constance, in any style you want within 3 months - but only if they believe that you "fit the life style'. He says they determine if you fit the lifestyle by the other things you buy from the store. He said people who buy leather goods, even if they spend extravagant amounts on those leather goods, or people who buy ties, belts, are not their favorite.

Their ideal client is someone who buys the fine jewelry, the clothes, the china, etc. and really has a high end lifestyle. He said if they see a customer opting for those items, they usually offer them any bag they want since that is their indication that the person lives the lifestyle of Hermes.

I think it's kind of crazy to me to judge someone's life style based on what they buy just from just one brand. But, for those of you that had a fairly easy time getting your bag, do you fit in one category or the other?

i.e. are you someone who buys fine jewlery, china, clothes etc. from Hermes, or have you only purchased enamel bracelets, leathers, and ties? What are your thoughts on what this associate said, and has that also been your experience?
 
#1,948
Not true for me. I have never purchased anything from H before & still managed to buy 2 Ks in 1 week as walk-ins though I was asked to buy other stuff but I did not get clothes, jewellery or china. I was told by 1 of the SAs not to buy another H bag, she said too much leather. In the end, I bought wallets, farandole chain, scarf, twillies & watch. All I did was to ask directly for my Ks too in specific colours, leathers & sizes. I have also read stories here about people only buying their k or b in FSH & not asked to buy anything else.

I think the SAs just make up their own rules cos they know b, k & C are highly coveted & in demand by many addicts ( oh yes we are! ) who are willing to pay a lot of $$$$ to get them. He sounds like a pompous a$$. Sorry to be rude.
 
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#1,950
Fabfashion said:
Stopped by H boutique in Toronto today. Had not gone in since last summer since the SA I encountered last year was rather curt. Wasn't sure what kind of service I'd received today but I've been dying to find out if they have any 26 Toolbox or Kelly (one could only hope). Was helped by Shirley. She was very helpful. They had 2 33 Toolboxes on the shelves which would have been huge on me. I'd tried this on in Waikiki before. She went to check on the system and it showed one 26 Toolbox in the store but it was no where to be found. I also asked her about K bag but she didn't have any but said she'd sell me one if they have it although there are hundreds of customers that have been waiting for a long time. I expected this but she was helpful and sincere and left me with a much better impression of this H store.

Toronto is my hometown but I usually get my H items during my travels since I was never impressed with SAs here over the years. She took down my name and promised to call if any of these bags or spring scarves come in. I can now see myself stopping by more often and can see myself buying things from her.
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Shirley is the best. She is the only one I deal with at the store and if she takes your name down for a specific product she will call you if that item becomes available. Your in good hands :smile1:
 
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