Treatment in Hermes Stores

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#2,177
The discussion has been fascinating but it's really veering from the thread topic.

If we could get back to specific examples rather than theoretical situations it would be appreciated. Thanks.
 
#2,179
Kitty S. said:
If we are talking ethics, then a promise to put certain items on hold is an oral contract that is initiated by the SA by choice and should be kept by the SA. For good costumer service on the SA part, whatever the SA intends to show other costumers should not be offered to the loyal costumer over the phone to entice her to come in. Or should have been phrased as "they are available right now and I can't promise they will be here later". As pointed out before, some loyal costumers work or live far away and it wouldn't be fair to then to make the drive and find out the goods are not there. Just because she will still have the B doesn't justify the breach in the oral agreement (since the SA promised to put the items on hold).
The walk-in wouldn't know what she is missing if she doesn't know it exists at the first place. If the loyal costumer declines to buy any of the items.
Then the SA gets to decide her next course of actions. The SA is not obligated to put anything on hold at the first place, but can choose to call another loyal costumer or not...
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I don't think it's as black-and-white as that, since sometimes people are also not as black-and-white with their expectations. If there's an actual agreement that the item is on hold (which I think should only be done if you are more or less certain to buy, but that's a whole 'nother can o' worms), then I agree it would be unethical for the SA to sell it to another person. If it's more of a "I'll have a look next week", then a phone call to the loyal customer to confirm before selling it to another is common courtesy. If it's a "Meh, sure I'll see it", while the walk-in is positively epileptic with happiness with finding the item, then I think she should have it. It's a case-to-case basis, and you just have to trust the SA to balance fairness and common sense, whether you're the loyal customer or the walk-in customer.

Luvbolide said:
Bottom line, if you don't see something on the floor, it is not available.
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You've never asked an SA if they had something in another color or size? Just curious.

And yes, I've had my fill of mental exercise in this thread. Sorry for derailing the topic so ratchetly!!!! Love and peace, ratchet ones. When other discussions come up, let me know if you want to be a character in a hypothetical scenario. :cool:
 
#2,180
BostonGirl88 said:
I don't think it's as black-and-white as that, since sometimes people are also not as black-and-white with their expectations. If there's an actual agreement that the item is on hold (which I think should only be done if you are more or less certain to buy, but that's a whole 'nother can o' worms), then I agree it would be unethical for the SA to sell it to another person. If it's more of a "I'll have a look next week", then a phone call to the loyal customer to confirm before selling it to another is common courtesy. If it's a "Meh, sure I'll see it", while the walk-in is positively epileptic with happiness with finding the item, then I think she should have it. It's a case-to-case basis, and you just have to trust the SA to balance fairness and common sense, whether you're the loyal customer or the walk-in customer.


You've never asked an SA if they had something in another color or size? Just curious.

And yes, I've had my fill of mental exercise in this thread. Sorry for derailing the topic so ratchetly!!!! Love and peace, ratchet ones. When other discussions come up, let me know if you want to be a character in a hypothetical scenario. :cool:
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Can we please get back to actual examples of customer service, please?
 
#2,181
If anyone is ever in the Atlanta area, Heather at the Buckhead boutique is wonderful. She was incredibly kind to me my first time and made me feel so welcome. She went above and beyond helping me find a evelyne in the color I wanted, all on the phone before I ever came in. For that reason I will always go to her, and only her, as long as she's there. :) hope that's back on topic.
 
#2,182
I happen to have been in the NYC (Madison Avenue store) because my special
order finally came in. I could not have been given better service.. I was offered
a glass bottle of water & my SA was patient with me.. We looked at some scarves
& jewelry & I could not have left being any happier.
 
#2,184
I spoke to Sally from Hermes Back Bay on the phone to inquire about wallets available. She said they had the Azap (sp?) and the Dogon, and was very helpful and descriptive about them. I inquired about the Bearn and she said they had one, but asked if it was okay to put me on hold since she had to double-check if it was reserved. When I said I didn't have time, she said she completely understood and asked for my name and number so she could update me about its status ASAP. She also asked what color I was interested in so she could possibly arrange for it. All in all, service over the phone was stellar, just like service in-store. I wonder if she was the same SA that had been friendly to me when I visited... 11/10.
 
#2,185
BostonGirl88 said:
What a gorgeous bracelet! Congratulations in advance! Maybe we can go together when you pick it up--I'll PM you! (Oh my gosh, do I sound like a creepster? I swear I'm not! Haha!) I've been wanting to get something from Hermes, too--can't decide between a Picotin Lock or a Bearn.
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I got it on saturday! I'll show it to you sometime. It's my first CDC, I'm so excited! :)
 
#2,186
BostonGirl88 said:
I spoke to Sally from Hermes Back Bay on the phone to inquire about wallets available. She said they had the Azap (sp?) and the Dogon, and was very helpful and descriptive about them. I inquired about the Bearn and she said they had one, but asked if it was okay to put me on hold since she had to double-check if it was reserved. When I said I didn't have time, she said she completely understood and asked for my name and number so she could update me about its status ASAP. She also asked what color I was interested in so she could possibly arrange for it. All in all, service over the phone was stellar, just like service in-store. I wonder if she was the same SA that had been friendly to me when I visited... 11/10.
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Sally is amazing. She never disappoints on the phone or in person. She is just so quick and so easy going in person. I never felt intimidated in the store with her. All of the other sales associates pale in comparison to her.
 
#2,188
Hey guys! Just registered at the forums :)
I'm in love with Hermès for a long time but I'm still saving money for my first BIG purchase. I really want an Evelyn in Gold and a Birkin in the future!

I never really went to the Hermès store in São Paulo but I've been told some terrible stories about the SAs there, which makes me super scared of going there.
I always purchase online the Terre d'Hermès cologne at Sephora but I'm going to London in a few weeks and I'm dying to go to the H store at Bond Street or maybe at the Heathrow Airport.

Any tips on how I should dress to go to the store? I want to go just to purchase the cologne and maybe a 3-soap set but I definitely want to look around.
I love the brand but I don't want to deal with a SA that will treat me indifferent for my lower value purchase :(

PS: can I ask them to put the cologne inside an orange box? Will it be much more expensive?
 
#2,189
brotherpsv said:
Hey guys! Just registered at the forums :)
I'm in love with Hermès for a long time but I'm still saving money for my first BIG purchase. I really want an Evelyn in Gold and a Birkin in the future!

I never really went to the Hermès store in São Paulo but I've been told some terrible stories about the SAs there, which makes me super scared of going there.
I always purchase online the Terre d'Hermès cologne at Sephora but I'm going to London in a few weeks and I'm dying to go to the H store at Bond Street or maybe at the Heathrow Airport.

Any tips on how I should dress to go to the store? I want to go just to purchase the cologne and maybe a 3-soap set but I definitely want to look around.
I love the brand but I don't want to deal with a SA that will treat me indifferent for my lower value purchase :(

PS: can I ask them to put the cologne inside an orange box? Will it be much more expensive?
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You may want to post in the Hermes London thread so the locals can chime in.

There are horror stories about snooty SA's but, in my experience, there are so many nice SA's that they far outweigh the bad. I would dress as you normally do - maybe not sweatpants per se but perhaps jeans and a nice shirt will suffice.

Whenever I go my boutique, I'm dressed in my work clothes since I work close to the boutique but when I went to H in Italy, I was dressed in terrible tourist clothes (capri pants and a t-shirt in Florence and a sundress in Rome with horrible shoes) and was treated so nicely.

In fact, I couldn't have looked like a bigger mess when I went to the Florence boutique (I don't know what I was thinking) but coincidentally that boutique treated me the nicest. It's all about the SA you get. If you get someone rude, then I would look for another one. Good Luck.
 
#2,190
Most SAs treat you nicely no matter how you are dressed, and if they don't treat you nicely then definitely find another SA to help you. In the big stores, SAs are specific to the sections so you can just wander around and ask the SA in the section to help you if you want to look at specific things.
About the orange boxes, they are not allowed to give you an orange box if the item is not meant to have it, so don't take it personally if they say they can't put the cologne in an orange box.
 
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