Treatment in Hermes Stores

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#2,191
Hello All,

I am just rally starting to get involved with TPF and have another questions about the SP's for Hermes.

If it already has been asked and answered, please forgive me.

For the past two years I have made purchases through phone, in person and online for Hermes products; via Hermes stores and Hermes Website.

I am a big supporter to loyalty and was wondering if it was rude or inappropriate to be "loyal" to more then one Hermes SP's (in different stores of course)?

My local store has SP's that are always rude so I stopped making purchases with them, but the store I visit about two to three times a year has an associate who is always nice to me and willing to answer mundane questions I have; which makes me happy because I consider myself an Hermes novice.

But from time to time, There are items I want and want to purchase that I may find in my local store, but do not because I do not want to betray the SP relationship I have developed in the other city; and because I have not found a nice SP at my local store.

Is it ok too try to establish more than one SP relation at more then one store?

Any feedback would be great!
Thank you
;)
 
#2,192
Chapaj82 said:
Hello All,

I am just rally starting to get involved with TPF and have another questions about the SP's for Hermes.

If it already has been asked and answered, please forgive me.

For the past two years I have made purchases through phone, in person and online for Hermes products; via Hermes stores and Hermes Website.

I am a big supporter to loyalty and was wondering if it was rude or inappropriate to be "loyal" to more then one Hermes SP's (in different stores of course)?

My local store has SP's that are always rude so I stopped making purchases with them, but the store I visit about two to three times a year has an associate who is always nice to me and willing to answer mundane questions I have; which makes me happy because I consider myself an Hermes novice.

But from time to time, There are items I want and want to purchase that I may find in my local store, but do not because I do not want to betray the SP relationship I have developed in the other city; and because I have not found a nice SP at my local store.

Is it ok too try to establish more than one SP relation at more then one store?

Any feedback would be great!
Thank you
;)
Click to expand...

Hello! With my Mom, we have our habits in three different stores in France (two in Paris where i live, and one in Lyon where my mother does), and every Hermès boutique has its vantage so it's even more enjoyable to go in three different places. :graucho:
 
#2,193
Technically, SA's want you to be their loyal to them only (of course they want your commission) and if you are, they will offer you the most coveted items. However, many people (including me) have SA's in more than one store. Some stores have better inventory/stock, some stores have nicer SA's and some people just like going to multiple locations. I have an SA in a store near my job that I go to during the week but I also have one in a store closer to home where I go on the weekends. One of my SA's was surprised that I got a B from my other SA but I think she understands that while I'm loyal to my other SA, I still buy smaller stuff from her (wallet, charm, scarf) so she is happy.

I don't think there's anything wrong with having multiple SA's in different locations, especially if you frequent both regularly. However, I admit that I love both my SA's equally so I always feel bad when I buy from one and not the other. I try not to buy H when I'm on vacation because then I feel REALLY disloyal but I couldn't resist buying 2 scarves in Italy recently.
 
#2,195
jyyanks said:
Technically, SA's want you to be their loyal to them only (of course they want your commission) and if you are, they will offer you the most coveted items. However, many people (including me) have SA's in more than one store. Some stores have better inventory/stock, some stores have nicer SA's and some people just like going to multiple locations. I have an SA in a store near my job that I go to during the week but I also have one in a store closer to home where I go on the weekends. One of my SA's was surprised that I got a B from my other SA but I think she understands that while I'm loyal to my other SA, I still buy smaller stuff from her (wallet, charm, scarf) so she is happy.

I don't think there's anything wrong with having multiple SA's in different locations, especially if you frequent both regularly. However, I admit that I love both my SA's equally so I always feel bad when I buy from one and not the other. I try not to buy H when I'm on vacation because then I feel REALLY disloyal but I couldn't resist buying 2 scarves in Italy recently.
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Hello Jyyanks,

Thank you for your thoughts. I unfortunately have to travel to another city to receive good help as well as nice treatment from the SP. My local store here in Houston; the SP's I have delt with in my experience have been snooty, which I do not understand because they are in the service industry. It just makes me want to refrain from shopping with them. But its hard because online does not always have everything available and I do not always want to take a trip to Dallas every time I want something.

For example; I was in one day looking for an H Belt 32cm… I noticed that a SP was showing to another shopper. That shopper decided not to take the belt and left. I then asked to see the same belt and the SP told me that they did not have any in stock; when I just witness them showing it to another person. I was a bit taken back that (first) i was lied too and (second) I was willing to buy.

Sorry for my vent, but i was just looking for guidance. I will continue to just shop with my SP in Dallas because he is amazing and keep that connection. When the new store here in Houston opens, maybe they will receive a different breed of SP's that are willing to help a bit more. Not to say that all of the SP's at the current Houston store are rude, just the ones I have encountered.

Thank you again…. :smile1:
 
#2,197
Chapaj82 said:
Hello Jyyanks,

Thank you for your thoughts. I unfortunately have to travel to another city to receive good help as well as nice treatment from the SP. My local store here in Houston; the SP's I have delt with in my experience have been snooty, which I do not understand because they are in the service industry. It just makes me want to refrain from shopping with them. But its hard because online does not always have everything available and I do not always want to take a trip to Dallas every time I want something.

For example; I was in one day looking for an H Belt 32cm… I noticed that a SP was showing to another shopper. That shopper decided not to take the belt and left. I then asked to see the same belt and the SP told me that they did not have any in stock; when I just witness them showing it to another person. I was a bit taken back that (first) i was lied too and (second) I was willing to buy.

Sorry for my vent, but i was just looking for guidance. I will continue to just shop with my SP in Dallas because he is amazing and keep that connection. When the new store here in Houston opens, maybe they will receive a different breed of SP's that are willing to help a bit more. Not to say that all of the SP's at the current Houston store are rude, just the ones I have encountered.

Thank you again…. :smile1:
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This is just terrible and they are not worth your business. I would avoid the Houston store at all costs and stick with the Dallas store, especially if you have found a nice salesperson. Explain your situation to your Dallas and Sa and continue to build a repoire with him. Eventually, you can just call him when you are looking for something specific and see if it's worth the trip. Since you have to travel to get good service and your local store is unhelpful, I would order anything you see online and call the Dallas SA anytime you want something specific (like a bag) as that is certainly worth a road trip!


Hopefully the new sore will have better service. Have you considered writing to the Sales Manager (ccing H corporate) to let him/her know that the service is so shoddy that you would rather drive to another city to get your items and that with such a luxury item, it's surprising that the local stores service is so appalling?
 
#2,198
Chapaj82 said:
Hello Jyyanks,

Thank you for your thoughts. I unfortunately have to travel to another city to receive good help as well as nice treatment from the SP. My local store here in Houston; the SP's I have delt with in my experience have been snooty, which I do not understand because they are in the service industry. It just makes me want to refrain from shopping with them. But its hard because online does not always have everything available and I do not always want to take a trip to Dallas every time I want something.

For example; I was in one day looking for an H Belt 32cm… I noticed that a SP was showing to another shopper. That shopper decided not to take the belt and left. I then asked to see the same belt and the SP told me that they did not have any in stock; when I just witness them showing it to another person. I was a bit taken back that (first) i was lied too and (second) I was willing to buy.

Sorry for my vent, but i was just looking for guidance. I will continue to just shop with my SP in Dallas because he is amazing and keep that connection. When the new store here in Houston opens, maybe they will receive a different breed of SP's that are willing to help a bit more. Not to say that all of the SP's at the current Houston store are rude, just the ones I have encountered.

Thank you again…. :smile1:
Click to expand...

I'm a local Houstonian and I shop at both Houston and Dallas stores. I visit the Houston store more often though. I found that all SAs are friendly. When I visited the store the first few times, I had various SAs serviced me, basically anybody who was available at the time. Once they become familiar with your frequent visits, one SA will stand out to you and he/she will automatically be your personal SA. Then you will have items reserved for you just like the other customer (you saw) did. I don't know how to explain this human's social arrangement. Overall, the Houston store isn't bad as you thought.

BTW, did you know the the Dallas store has been relocated?
 
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#2,199
jyyanks said:
This is just terrible and they are not worth your business. I would avoid the Houston store at all costs and stick with the Dallas store, especially if you have found a nice salesperson. Explain your situation to your Dallas and Sa and continue to build a repoire with him. Eventually, you can just call him when you are looking for something specific and see if it's worth the trip. Since you have to travel to get good service and your local store is unhelpful, I would order anything you see online and call the Dallas SA anytime you want something specific (like a bag) as that is certainly worth a road trip!


Hopefully the new sore will have better service. Have you considered writing to the Sales Manager (ccing H corporate) to let him/her know that the service is so shoddy that you would rather drive to another city to get your items and that with such a luxury item, it's surprising that the local stores service is so appalling?
Click to expand...
Hello,

I think that I will stick with online and the Dallas store for now only because of my experience at my local store. I may give it a try again at some point in my local store, because everyone deserves a second chance… but I have been very pleased with the store in dallas and will remain loyal to that SP.

As for writing customer service, I just don't want to make a stink, although sometimes it may call for it. I am tossing it up and will let it go for now. I was looking for some advice.

Thank you again for all your thoughts :smile1:
 
#2,200
Blue Rain said:
I'm a local Houstonian and I shop at both Houston and Dallas stores. I visit the Houston store more often though. I found that all SAs are friendly. When I visited the store the first few times, I had various SAs serviced me, basically anybody who was available at the time. Once they become familiar with your frequent visits, one SA will stand out to you and he/she will automatically be your personal SA. Then you will have items reserved for you just like the other customer (you saw) did. I don't know how to explain this human's social arrangement. Overall, the Houston store isn't bad as you thought.

BTW, did you know the the Dallas store has been relocated?
Click to expand...
Hello Blue Rain,

I do apologize, please don't get me wrong.

I am sure that there are some good SP in Hermes Houston. It is just the few times I have been in just have not been so great for me.

I just felt when that situation with the belt occurred, it was the straw that broke the camels back (so to speak). It was especially embarrassing because I was with a friend at the time.

Anyhow, yes; I will give them another chance at some point and I will find an SP that would be a little more helpful.

And as for the Dallas location; yes… The new location is temp for a year while they are remodeling the old location. It is going to be two stories. Same as the new Houston location… that is going to be two stories as well and moving down the street from Highland Village shopping… It is all too exciting :yahoo:

Thanks again for your thoughts… :smile1:
Jake
 
#2,201
Chapaj82 said:
Hello Blue Rain,

I do apologize, please don't get me wrong.

I am sure that there are some good SP in Hermes Houston. It is just the few times I have been in just have not been so great for me.

I just felt when that situation with the belt occurred, it was the straw that broke the camels back (so to speak). It was especially embarrassing because I was with a friend at the time.

Anyhow, yes; I will give them another chance at some point and I will find an SP that would be a little more helpful.

And as for the Dallas location; yes… The new location is temp for a year while they are remodeling the old location. It is going to be two stories. Same as the new Houston location… that is going to be two stories as well and moving down the street from Highland Village shopping… It is all too exciting :yahoo:

Thanks again for your thoughts… :smile1:
Jake
Click to expand...

Hey... You got some insight too!

Eventhough i have never had the exact bad experience you did, but from reading many posts in tPF, I found it to be a common encounter. It's just their policy to tell customers that they don't have the items knowing that there are some reserved for other customers in the back room. Don't feel pressure that you have to build a relationship with them. Just play a nice customer. At the end of the day, I'm sure their absolute policy is that the customers come first.

I shop on h.com, Dallas store, and online resellers too and my SA is perfectly fine with it.

Good luck on your shopping spree.
 
#2,202
Chapaj82 said:
Hello All,

I am just rally starting to get involved with TPF and have another questions about the SP's for Hermes.

If it already has been asked and answered, please forgive me.

For the past two years I have made purchases through phone, in person and online for Hermes products; via Hermes stores and Hermes Website.

I am a big supporter to loyalty and was wondering if it was rude or inappropriate to be "loyal" to more then one Hermes SP's (in different stores of course)?

My local store has SP's that are always rude so I stopped making purchases with them, but the store I visit about two to three times a year has an associate who is always nice to me and willing to answer mundane questions I have; which makes me happy because I consider myself an Hermes novice.

But from time to time, There are items I want and want to purchase that I may find in my local store, but do not because I do not want to betray the SP relationship I have developed in the other city; and because I have not found a nice SP at my local store.

Is it ok too try to establish more than one SP relation at more then one store?

Any feedback would be great!
Thank you
;)
Click to expand...


I live in Houston, so I know exactly what you are talking about... honestly IMO, stay with Dallas if you and your SP click. Dallas is not too far so you can tell you SP what you are looking for and when it comes in let your SP to contact you.

(was going to sent you a private message but can't--I was in the same situation)
 
#2,203
ayc said:
I live in Houston, so I know exactly what you are talking about... honestly IMO, stay with Dallas if you and your SP click. Dallas is not too far so you can tell you SP what you are looking for and when it comes in let your SP to contact you.

(was going to sent you a private message but can't--I was in the same situation)
Click to expand...
Hello AYC,

Thank you…I was starting to feel like I was the only one. lol. I just don't understand it and i do not want to tear that store down with bad complaints. But I do like the treatment I have received from the Dal location.

A friend of mine recommended a SP at the Hou store whom I have not encountered yet, but I would feel bad. Almost like I was "cheating" on my Dal SP. lol. Thats why I was wondering if people had more then one SP's in different stores. But as for now, I am just going to stick with Dal and Online. :D

Thank you for your reply and Im sorry for your treatment there too.

Have a great day :smile1:
 
#2,204
Hi everyone, I want to share my experience with Hermes.

So, let me tell you the whole story from the very beginning. I've been searching for a Lindy bag for around 2 weeks and have contacted every stores in London, Manchester, & Glasgow almost every morning/day.

Finally, on 20 January (around 12pm), I was able to book a Lindy 30 in Blue Sapphire in Hermes Glasgow store to collect on 21 January. After I got this info, I directly booked a return ticket from London to Glasgow (fyi, I live in London).

On 20 January around 5pm I got a call from Hermes in London (Harrods) and an SA offered me a Lindy 30 in Green Malachite. She told me that I have to make a decision in the next 15-30mins, and if I refuse, she would put the bag on display for others to purchase.

I then called Hermes in Glasgow (at around 5.15pm) to confirm my reservation for the bag. An SA told me that she couldn't find my reservation, but informed me that the bag is still there, so "hopefully" it'll still be there to purchase on 21 January.

With the risk not getting any of the bags, I decided to purchase the one in London, and was told by the SA that I can exchange the bag with another bag in any Hermes store, or even return it for a full refund. I asked her whether it will be the managers' discretion or is it Hermes policy to accept such exchange, and she said that it is my right as a customer. I confirmed this detail with Hermes store in Manchester and another Hermes store in London.

Today (21 January) I went to Glasgow and I brought the Green Lindy with me. When I enter the store and asked about the Blue Lindy, the SA said "Oh you're Miss Xxx (my name)?" And I said yes. Afterwards, she then proceed to take the Blue Lindy from the display and showed it to me. When I told her that I wanted to do an exchange, she said that I'm allowed to do so and she is going to prepare the bag for me.

A couple of minutes later, the SA came out and told me that I couldn't do the exchange, because the Blue Lindy was reserved to be bought, not exchanged. I told her about the Hermes policy, and afterwards she disappeared to speak to the manager.

After another couple of minutes, the store manager stormed out and spoke rudely to me. She said that she wouldn't accept such exchange because blue is a very popular color and that the she wouldn't be able to sell the green one in Glasgow. She also said that it is not Hermes policy to accept exchanges, but it is up to the manager's discretion, and that Hermes policy only applies to stand-alone stores (Hermes in Glasgow is located inside a department store). Then, she said that the only way I can get the Blue Lindy is to purchase it, and she didn't care what will I do with the green one. She gave me time to think, and left.

I was very offended, so I went out of the store and called Hermes in London (Sloane Street) and discussed about this event. An SA told me that it is Hermes policy to accept exchange in 3 months, given that I have the original receipt, box, and the bag is in saleable condition, despite the color of the bag, and what happened to me in Hermes Glasgow was weird and inappropriate. He then contacted the Commercial Developer about this matter and told me that either him or the Comm. Developer will contact me later on.

To make the story short, when the Comm. Developer contacted me after he investigated the real story of this incident, he said that according to Glasgow store manager, she couldn't accept an exchange because the bag was reserved by someone else, and not me. I think this is absurd, because if it was true, why would the SA showed the bag to me after she knew my name, and the manager asked me to purchase the bag?

I told the Comm. Developer the whole story again from the very beginning, and gave him all the small details. I even told him that I could screen shot my call log if he needs more proof. He said that the will investigate the matter further and offer me a solution.

I am very much offended and surprised by the way I was treated. I bought a bag from a very reputable brand, for more than £4000 and I was treated like rubbish. How can a store manager defy the company policy and used her power as a manager to make certain things different according to her "discretion"?!

We'll see what will the Comm. Developer do to solve this matter.
 
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