Treatment in Hermes Stores

[nit_ang]

I wish you could do a exchange when the manager isn't there.

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.

The sales manager likely has to approve exchanges or returns; I know it has been like that at my store.

I have also seen the store refuse an exchange on an item they did not order or carry or a colour they did not order because it is harder for them to sell to their client base. That's what podium is all about - ordering items specifically for each store. It's one reason why not all Hermes stores stock the identical merchandise in the same colours or sizes.

I am sure it is terribly frustrating, but I believe they do have the discretion to refuse returns if the item was not bought at their store.

Hope the OP can get it all worked out.

As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

 

[mistikat]

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.



As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

Yes, I read what you wrote but I believe it is still possible for individual stores to refuse certain exchanges between stores. Had you bought the bag in Glasgow and decided to exchange or return it in Glasgow, I believe that is fine. Again, it's my understanding that exchanging in different stores is not always allowed because of the way they order goods for each store.

 

[**Chanel**]

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.

As long as the green Lindy was unused with receipt and box, I think the SM should have agreed on an exchange. I don't think she handled this situation correctly at all.
And I am sure she would be able to sell the green one too sooner or later, even though it might be less populair than the blue one.

I am sorry to hear this happened to you, nit_ang and I hope all works out at the end .

 

[cheapfrillnorth]

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.



As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

Have you contacted House of Fraser? I just wondered whether they would be able to help as Hermes is a concession in their store.

Good luck.

 

[barbie444]

A few years ago when I purchased my Lindy in Paris I exchanged it in MIAMI for another color. No problem at all I had all the paperwork and the box, I also did this recently for a charm I got for my B in Paris exchanged the charm for a scarf. And I do think the H in Miami has some of the worst customer service.

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.



As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

 

[MASEML]

When writing to or contacting Hermes, I'd point to the fine print on your receipt. The transaction is considered a binding contract and you agreed to the contract under the terms (the fine print) set forth by Hermes.

 

[pr1nc355]

I hope it all works out and that you get either the Lindy you do want or a refund. I'm not sure this has been answered already, but why not consider a return of the green Lindy back to London and get a store credit (or perhaps even a return)? When I last exchanged something, they told me I had an indefinite period of time to use the store credit I got in return. Especially if you shop at London frequently, you'll be bound to find or be offered something you like in the future.

 

[NanaEvie]

I'm sorry to hear about your experience. Please let us know how it all works out.

 

[chicinthecity777]

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.



As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

Not to say that what Glasgow store did was right. But you could get around it by buying the blue L in Glasgow and get a refund at London SS within 14 days of purchase. I think it's fair to do this.

 

[babielovah]

Not to say that what Glasgow store did was right. But you could get around it by buying the blue L in Glasgow and get a refund at London SS within 14 days of purchase. I think it's fair to do this.

Totally agreed. Since london store sa said its your right to do it. Why don't u buy the blue one and return the green one back to London store.

 

[bagidiotic]

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.

Reading your encounter really make no sense
So irony and contradicting
That sm really handled it so badly
Sad to say
Instead of winning another customer
She lost you
True client
I felt for you and hope the best verdict

 

[dia]

So sorry to hear that , next time try the Manchester store , there are real ladies in there !

 

[chicinthecity777]

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.



As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

I have just took out a receipt of a standalone H store and here is how it reads at the back of it:" Exchange policy ... only applies to the following Hermes stores: London Bond street, London Sloan street, London royal exchange and Manchester King street.... Refunds and exchanges for non faulty goods will be dealt with in accordance with this policy, subject always to the discretion of the relevant store manager..."

On top of that, goods sold at Harrods are subject to their own policy. H at Harrods and Glasgow HoF are not standalone H stores and they do not belong to Hermes as a company. You are making the store manager's life miserable for no good reason. You should have just bought the blue L from the Glasgow store and get a refund from Harrods as you are well within the refund period.

 

[thyme]

I live in London and unfortuantely I can't go back and forth to Glasgow as I please.




As I said before, I have asked almost every store in the UK and they said that it is my right as a customer, and not up to the manager, to do exchanges. I've confirmed this several times to so many SAs..

you bought your bag at Harrods correct? your Harrods receipt says you can refund and exchange your purchase within 14 days. but only in Harrods.

It is not an Hermes store receipt. I believe H refund and exchange policies only apply to their standalone stores - H Sloane St, Bond St, RE and King St.

The standalone stores and H Selfridges and H harrods may well have an agreement to allow exchange of goods, which I have done a few times but never with bags though. I am not familiar with the Glasgow concession store, so they may not follow what the London/Manchester stores do. They are not obliged to anyway.

 

[MASEML]

xiangxiang and chinac, you both have raised good and new points - changes my opinion of the situation.

OP - Best option for you is to buy from Glasgow and return first bag back to Harrods. Just because a SA verbally said something (which is incorrect), what you are bound by is the sales receipt (probably says something or implies that returns/exchanges are within harrods stores). Sorry....