Treatment in Hermes Stores

[adboy]

Just recently had my first Hermes experience. About 3 weeks ago, I visited the Miami store (Design District), as I wanted to try on the Clic Clac and Clic-H. I didn't intend to buy that visit, I was just deciding which width I liked for when I did decide to buy. I walked in nicely dressed (I'm a 25 year old male, but look younger), took a quick browse around the shop and then headed to the Clic Clacs. The store did have a fair bit of activity but I wouldn't say busy.

Nevertheless, t waited about 20 minutes before anyone offered to help me (I made eye contact with a few hoping for acknowledgement but it didn't help.) When a female SA did ask if I needed help, I said I'd like to try on a black and gold H bracelet. She immediately motioned me to follow her to the other end of the store, to the mens section, and told me the mens' clic clacs only came in brushed silver. I told her again, I wasn't interested in silver and I'd like to try the female version. She didn't say a word and went back to the other end of the store where we'd been and got the Clic H out.

At this point I was a bit put off but I ignored it and tried on the bracelet. I then asked to try on the bigger one and again, without a word, she took it out. I decided I liked the smaller one and asked if she would right down for me name and size I wanted (at that point I didn't wasn't familiar enough to remember Clic Clac vs Clic H and if I was PM vs GM).

She wrote down only the name, not the size, handed me the card and walked away to assist another customer.

A few weeks later I decided I was ready to buy. Putting the prior experience behind me, I went back and headed straight for the brackets. Again, I waited and waited without a greeting, no acknowledgment, nothing. What really bothered me was customers who came in after me were offered help and being served with smiles. I was about ready to say something, when finally a gentleman came around and offered a customer next to me help, who declined. I made eye contact and he asked me I needed any assistance, with a note of skepticism (I seriously couldn't understand why the cold shoulder by everyone...I was dressed nicely, was clearly needing assistance...maybe I just reeked of a newbie?)

I replied, "I'd like to buy an H bracelet, but no one seems to want to help me."

His face fell; he immediately apologized and said he'd glad to help, and what would I like to see? He proceeded to show me both sizes as I wanted to be sure which I wanted, and I walked out with a black Clic-H gm with GHW, his business card, and a request to contact him personally with any future needs.

So while my Hermes Miami experience started sour, I left happy.

 

[madisonmamaw]

Just recently had my first Hermes experience. About 3 weeks ago, I visited the Miami store (Design District), as I wanted to try on the Clic Clac and Clic-H. I didn't intend to buy that visit, I was just deciding which width I liked for when I did decide to buy. I walked in nicely dressed (I'm a 25 year old male, but look younger), took a quick browse around the shop and then headed to the Clic Clacs. The store did have a fair bit of activity but I wouldn't say busy.

Nevertheless, t waited about 20 minutes before anyone offered to help me (I made eye contact with a few hoping for acknowledgement but it didn't help.) When a female SA did ask if I needed help, I said I'd like to try on a black and gold H bracelet. She immediately motioned me to follow her to the other end of the store, to the mens section, and told me the mens' clic clacs only came in brushed silver. I told her again, I wasn't interested in silver and I'd like to try the female version. She didn't say a word and went back to the other end of the store where we'd been and got the Clic H out.

At this point I was a bit put off but I ignored it and tried on the bracelet. I then asked to try on the bigger one and again, without a word, she took it out. I decided I liked the smaller one and asked if she would right down for me name and size I wanted (at that point I didn't wasn't familiar enough to remember Clic Clac vs Clic H and if I was PM vs GM).

She wrote down only the name, not the size, handed me the card and walked away to assist another customer.

A few weeks later I decided I was ready to buy. Putting the prior experience behind me, I went back and headed straight for the brackets. Again, I waited and waited without a greeting, no acknowledgment, nothing. What really bothered me was customers who came in after me were offered help and being served with smiles. I was about ready to say something, when finally a gentleman came around and offered a customer next to me help, who declined. I made eye contact and he asked me I needed any assistance, with a note of skepticism (I seriously couldn't understand why the cold shoulder by everyone...I was dressed nicely, was clearly needing assistance...maybe I just reeked of a newbie?)

I replied, "I'd like to buy an H bracelet, but no one seems to want to help me."

His face fell; he immediately apologized and said he'd glad to help, and what would I like to see? He proceeded to show me both sizes as I wanted to be sure which I wanted, and I walked out with a black Clic-H gm with GHW, his business card, and a request to contact him personally with any future needs.

So while my Hermes Miami experience started sour, I left happy.

I am so glad this turned out well for you and someone made it right! I do agree when I was at that particular store I had to wait for AGES before someone attended to me.. I had a physical condition at the time that made it difficult for me..

Alas, it was made right for you!

 

[lulilu]

Just recently had my first Hermes experience. About 3 weeks ago, I visited the Miami store (Design District), as I wanted to try on the Clic Clac and Clic-H. I didn't intend to buy that visit, I was just deciding which width I liked for when I did decide to buy. I walked in nicely dressed (I'm a 25 year old male, but look younger), took a quick browse around the shop and then headed to the Clic Clacs. The store did have a fair bit of activity but I wouldn't say busy.

Nevertheless, t waited about 20 minutes before anyone offered to help me (I made eye contact with a few hoping for acknowledgement but it didn't help.) When a female SA did ask if I needed help, I said I'd like to try on a black and gold H bracelet. She immediately motioned me to follow her to the other end of the store, to the mens section, and told me the mens' clic clacs only came in brushed silver. I told her again, I wasn't interested in silver and I'd like to try the female version. She didn't say a word and went back to the other end of the store where we'd been and got the Clic H out.

At this point I was a bit put off but I ignored it and tried on the bracelet. I then asked to try on the bigger one and again, without a word, she took it out. I decided I liked the smaller one and asked if she would right down for me name and size I wanted (at that point I didn't wasn't familiar enough to remember Clic Clac vs Clic H and if I was PM vs GM).

She wrote down only the name, not the size, handed me the card and walked away to assist another customer.

A few weeks later I decided I was ready to buy. Putting the prior experience behind me, I went back and headed straight for the brackets. Again, I waited and waited without a greeting, no acknowledgment, nothing. What really bothered me was customers who came in after me were offered help and being served with smiles. I was about ready to say something, when finally a gentleman came around and offered a customer next to me help, who declined. I made eye contact and he asked me I needed any assistance, with a note of skepticism (I seriously couldn't understand why the cold shoulder by everyone...I was dressed nicely, was clearly needing assistance...maybe I just reeked of a newbie?)

I replied, "I'd like to buy an H bracelet, but no one seems to want to help me."

His face fell; he immediately apologized and said he'd glad to help, and what would I like to see? He proceeded to show me both sizes as I wanted to be sure which I wanted, and I walked out with a black Clic-H gm with GHW, his business card, and a request to contact him personally with any future needs.

So while my Hermes Miami experience started sour, I left happy.

I am glad you are happy with your new bracelet. May I make a suggestion? Whenever I go to a store - Hermes or any other - I don't wait to be offered help. If I know what I want to look at, I ask right away to be helped. Lots of people go to Hermes and just want to look around. I make sure they know I need service, whether or not I am ready to buy.

 

[chicinthecity777]

I am glad you are happy with your new bracelet. May I make a suggestion? Whenever I go to a store - Hermes or any other - I don't wait to be offered help. If I know what I want to look at, I ask right away to be helped. Lots of people go to Hermes and just want to look around. I make sure they know I need service, whether or not I am ready to buy.

This! If I know I need someone to help me, I make sure that is known immediately!

 

[VigeeLeBrun]

I am glad you are happy with your new bracelet. May I make a suggestion? Whenever I go to a store - Hermes or any other - I don't wait to be offered help. If I know what I want to look at, I ask right away to be helped. Lots of people go to Hermes and just want to look around. I make sure they know I need service, whether or not I am ready to buy.

+2, agreed!

 

[Suncatcher]

This! If I know I need someone to help me, I make sure that is known immediately!

You and I are cut from the same cloth!!!

To the gentleman who bought from the Miami store: I echo the other responses. The other thing you can do is shop on line now the you know your size.

 

[chicinthecity777]

You and I are cut from the same cloth!!!

To the gentleman who bought from the Miami store: I echo the other responses. The other thing you can do is shop on line now the you know your size.

 

[adboy]

I am glad you are happy with your new bracelet. May I make a suggestion? Whenever I go to a store - Hermes or any other - I don't wait to be offered help. If I know what I want to look at, I ask right away to be helped. Lots of people go to Hermes and just want to look around. I make sure they know I need service, whether or not I am ready to buy.

You're right. Normally I don't mind asking. I guess I was just a little shy as I was so new the store. But lesson learned. And I absolutely LOVE my bracelet. But now that I have one, I'm having difficulty fighting the urge to give it a sister Planning an orange Clic-H GHW next!

 

[H. for H.]

I would like to share my experience at the Madison Avenue store. I went there with the intent to purchase something. I couldn't decided what I wanted because there were so many things I wanted to see (perhaps a Clic Clac, maybe the Toolbox or another Picotin, a Kelly wallet would've been nice, or a beautiful scarf). Upon arrival, I went straight to the scarf counter, there were several SA that appeared to be free and available, but no one acknowledged me, not even a greeting. I decided instead to go downstairs to browse at some leather goods.

As I was walking towards one of the display case of bags. A SA came up to me and immediately announced they didn't have what I was looking for. I was taken aback since I hadn't ask for anything yet. She then blurted out, "Oh, weren't you the one looking for the Kelly wallet?" Right before I could answer her, she said, "Nevermind, she was the one looking for it," and pointed to another customer and walked away. Shortly afterwards, another SA approached me. I wanted to see and try on a toolbox in the display case and I asked if there were other colors or sizes available in stock. She couldn't answer any questions. Had to run and go find this out or if that was available, couldn't find the right key, then couldn't open the lock. It was obvious she didn't know much and seemed a bit clueless. I was growing impatient and wanted to ask her to go find someone that could help me. Instead I took a deep breath, smiled, and asked her if she was new. She explained that her specialty was in the equestrian goods and was only helping out in the leather goods. She apologized for not being more helpful. I couldn't help but noticed her blinking rapidly with a worried look. I couldn't fault her for trying, nor do I want to be that pushy customer that demanded another SA, what would've been the point. I thanked her for trying her best and decided to go back upstairs to the main floor since I wasn't enjoying my shopping experience so far.

Back upstairs, the scarf counter was pretty crowded, so I went to look at some Clic Clac. A SA approached me and asked if I would like to see anything. While she was helping me try on the wide and extra wide Clic Clacs, an older gentleman walked by. They greeted each other and he walked away, then he came back, standing a few feet away. At this point, it was obvious he was waiting for her. She remained very professional and didn't rush me and took out a few sizes for me to try on. I can see that this gentleman was still there waiting patiently. I was about to suggest that she helped him while I was still looking and couldn't decide, but I hadn't recovered from what happened downstairs. At that same moment, as if she could read my mind, she asked if I minded that she spoke to one of her regular customer. I told her I didn't mind. After speaking to him for a few minutes, she came back and asked if I minded that she quickly helped him with a fragrance. Since I was still undecided, I told her to go ahead and help him. She suggested that I take off my coat and walked me over to a full length mirror to see both bracelets better with my coat off and sleeves pulled up.

When she finished with him and reappeared, she explained that he and his wife were one of her long time customers, he was there to pick up fragrance for his wife. She thanked me for being understanding and for allowing her to help him since he was in a rush. We chatted a little and she offered her opinion on the width of the wide vs extra wide. After ringing up my bracelet, she asked if I was interested in anything else. Without going into details, I mentioned that I didn't have much luck with the leather goods. She handed me her business card and suggested a name of SA downstairs. I told her I would be sure to look for her next time and will mention that she referred me. As for future purchases on the main floor, I will definitely look for her again.

 

[Icyss]

I just recently discovered hermes. Today was my second time visiting an hermes store. Right after I got into the store, there's always an SA who will come up to me and asked if I need help on anything. I have been lucky because I've always been treated nice by the SA's that helped me. I was even allowed to take pictures inside of the store. Here's one of the pics that I took from the store today. I bought an H earrings & a Clic Clac bracelet.💐💐

 

[Silversun]

I would like to share my experience at the Madison Avenue store. I went there with the intent to purchase something. I couldn't decided what I wanted because there were so many things I wanted to see (perhaps a Clic Clac, maybe the Toolbox or another Picotin, a Kelly wallet would've been nice, or a beautiful scarf). Upon arrival, I went straight to the scarf counter, there were several SA that appeared to be free and available, but no one acknowledged me, not even a greeting. I decided instead to go downstairs to browse at some leather goods.

As I was walking towards one of the display case of bags. A SA came up to me and immediately announced they didn't have what I was looking for. I was taken aback since I hadn't ask for anything yet. She then blurted out, "Oh, weren't you the one looking for the Kelly wallet?" Right before I could answer her, she said, "Nevermind, she was the one looking for it," and pointed to another customer and walked away. Shortly afterwards, another SA approached me. I wanted to see and try on a toolbox in the display case and I asked if there were other colors or sizes available in stock. She couldn't answer any questions. Had to run and go find this out or if that was available, couldn't find the right key, then couldn't open the lock. It was obvious she didn't know much and seemed a bit clueless. I was growing impatient and wanted to ask her to go find someone that could help me. Instead I took a deep breath, smiled, and asked her if she was new. She explained that her specialty was in the equestrian goods and was only helping out in the leather goods. She apologized for not being more helpful. I couldn't help but noticed her blinking rapidly with a worried look. I couldn't fault her for trying, nor do I want to be that pushy customer that demanded another SA, what would've been the point. I thanked her for trying her best and decided to go back upstairs to the main floor since I wasn't enjoying my shopping experience so far.

Back upstairs, the scarf counter was pretty crowded, so I went to look at some Clic Clac. A SA approached me and asked if I would like to see anything. While she was helping me try on the wide and extra wide Clic Clacs, an older gentleman walked by. They greeted each other and he walked away, then he came back, standing a few feet away. At this point, it was obvious he was waiting for her. She remained very professional and didn't rush me and took out a few sizes for me to try on. I can see that this gentleman was still there waiting patiently. I was about to suggest that she helped him while I was still looking and couldn't decide, but I hadn't recovered from what happened downstairs. At that same moment, as if she could read my mind, she asked if I minded that she spoke to one of her regular customer. I told her I didn't mind. After speaking to him for a few minutes, she came back and asked if I minded that she quickly helped him with a fragrance. Since I was still undecided, I told her to go ahead and help him. She suggested that I take off my coat and walked me over to a full length mirror to see both bracelets better with my coat off and sleeves pulled up.

When she finished with him and reappeared, she explained that he and his wife were one of her long time customers, he was there to pick up fragrance for his wife. She thanked me for being understanding and for allowing her to help him since he was in a rush. We chatted a little and she offered her opinion on the width of the wide vs extra wide. After ringing up my bracelet, she asked if I was interested in anything else. Without going into details, I mentioned that I didn't have much luck with the leather goods. She handed me her business card and suggested a name of SA downstairs. I told her I would be sure to look for her next time and will mention that she referred me. As for future purchases on the main floor, I will definitely look for her again.

Thank you for sharing your story! It sounds like the clic clac SA really dealt with the situation well and acted very professionally.

 

[excalibur]

I have a friend who used to work at Hermes, but not at the retail shop. He couldn't rationalize why many SA's acted coldly to new/1st time clients. Now we all know that Hermes plays the so-called "relationship game" therefore many SA's only care for doing business with their regulars, but don't they even think of potential lost sales they could've made with new clients? We've heard stories about people not buying stuff simply because they were so turned off by the unprofessional services at the store.
At the end of the day, a SA is just a SA who's supposed to do his/her job. It seems they need some basic mannerism course.

I would like to share my experience at the Madison Avenue store. I went there with the intent to purchase something. I couldn't decided what I wanted because there were so many things I wanted to see (perhaps a Clic Clac, maybe the Toolbox or another Picotin, a Kelly wallet would've been nice, or a beautiful scarf). Upon arrival, I went straight to the scarf counter, there were several SA that appeared to be free and available, but no one acknowledged me, not even a greeting. I decided instead to go downstairs to browse at some leather goods.

As I was walking towards one of the display case of bags. A SA came up to me and immediately announced they didn't have what I was looking for. I was taken aback since I hadn't ask for anything yet. She then blurted out, "Oh, weren't you the one looking for the Kelly wallet?" Right before I could answer her, she said, "Nevermind, she was the one looking for it," and pointed to another customer and walked away. Shortly afterwards, another SA approached me. I wanted to see and try on a toolbox in the display case and I asked if there were other colors or sizes available in stock. She couldn't answer any questions. Had to run and go find this out or if that was available, couldn't find the right key, then couldn't open the lock. It was obvious she didn't know much and seemed a bit clueless. I was growing impatient and wanted to ask her to go find someone that could help me. Instead I took a deep breath, smiled, and asked her if she was new. She explained that her specialty was in the equestrian goods and was only helping out in the leather goods. She apologized for not being more helpful. I couldn't help but noticed her blinking rapidly with a worried look. I couldn't fault her for trying, nor do I want to be that pushy customer that demanded another SA, what would've been the point. I thanked her for trying her best and decided to go back upstairs to the main floor since I wasn't enjoying my shopping experience so far.

Back upstairs, the scarf counter was pretty crowded, so I went to look at some Clic Clac. A SA approached me and asked if I would like to see anything. While she was helping me try on the wide and extra wide Clic Clacs, an older gentleman walked by. They greeted each other and he walked away, then he came back, standing a few feet away. At this point, it was obvious he was waiting for her. She remained very professional and didn't rush me and took out a few sizes for me to try on. I can see that this gentleman was still there waiting patiently. I was about to suggest that she helped him while I was still looking and couldn't decide, but I hadn't recovered from what happened downstairs. At that same moment, as if she could read my mind, she asked if I minded that she spoke to one of her regular customer. I told her I didn't mind. After speaking to him for a few minutes, she came back and asked if I minded that she quickly helped him with a fragrance. Since I was still undecided, I told her to go ahead and help him. She suggested that I take off my coat and walked me over to a full length mirror to see both bracelets better with my coat off and sleeves pulled up.

When she finished with him and reappeared, she explained that he and his wife were one of her long time customers, he was there to pick up fragrance for his wife. She thanked me for being understanding and for allowing her to help him since he was in a rush. We chatted a little and she offered her opinion on the width of the wide vs extra wide. After ringing up my bracelet, she asked if I was interested in anything else. Without going into details, I mentioned that I didn't have much luck with the leather goods. She handed me her business card and suggested a name of SA downstairs. I told her I would be sure to look for her next time and will mention that she referred me. As for future purchases on the main floor, I will definitely look for her again.

 

[hermes_lemming]

I have a friend who used to work at Hermes, but not at the retail shop. He couldn't rationalize why many SA's acted coldly to new/1st time clients. Now we all know that Hermes plays the so-called "relationship game" therefore many SA's only care for doing business with their regulars, but don't they even think of potential lost sales they could've made with new clients? We've heard stories about people not buying stuff simply because they were so turned off by the unprofessional services at the store.
At the end of the day, a SA is just a SA who's supposed to do his/her job. It seems they need some basic mannerism course.

Lol don't get me started on the so called "relationship". I'm still smarting from all the licks I got for calling it a false friendship.

Anyhow I think (pure guessing here) that maybe some act so coolly as part of the game, "grandeur" allure, etc? Idk. I mean think about it, if EVERYONE can get a Birkin or a Kelly, would it be so desirable? I don't think so.

Idk what makes a SA choose whether or not to help a newbie with a purchase. It took me more than one try myself and thanks to sheer stubbornness, lol I now know the entire boutique!

I think the SA are acting that way for keep the brand's exclusivity imo.

With that said, I've seen them (SAs) at work and it's an interesting thing to watch - who they help, notify about sales etc.

But in the end of the day, I think they have a tough job. The people at my local boutique are good at what they do and I could never do their job. And for that, they have my utmost respect. Yea I think most of the H subforum would love to be surrounded by the H splendor all day and inhale the lovely leather. But deal with some of the prima dona antics of some of the clients? Erm, not so much.

 

[Mininana]

I've mostly browsed at airports and purchased online so I don't have much experience.
However the SA at my local store were amazing the first time i went! I went in with my bf and the baby, went straight to the belt section, got help right away and I bought the belt in less than ten minutes

We stayed for maybe half hour after that, they offered us drinks and I even went to the bathroom for a diaper change. And my SA even got me a cab!

I can't wait to go back. I'm currently waiting to see if there is a B or a K available. I passed on two already because they weren't what I wanted and hoping they get a good shipment this time!!

 

[hermes_lemming]

I've mostly browsed at airports and purchased online so I don't have much experience.
However the SA at my local store were amazing the first time i went! I went in with my bf and the baby, went straight to the belt section, got help right away and I bought the belt in less than ten minutes

We stayed for maybe half hour after that, they offered us drinks and I even went to the bathroom for a diaper change. And my SA even got me a cab!

I can't wait to go back. I'm currently waiting to see if there is a B or a K available. I passed on two already because they weren't what I wanted and hoping they get a good shipment this time!!

Not bashing my local store but I've found amazing treatment overseas at other H boutiques. They're super curteous and accommodating.