This is my story which i felt compelled to share with all since we are all lovers of Hermes and especially so after reading Georgiegirl's post. I am not sure if this would be the right place to post this. Please pardon me and direct me to the right "place" if the moderators feel that my post should not be here.....
It is a summarised version on my recent experience on the appalling standard of service with Hermes.
We have been a long standing client of both Hermes Hk n FSH. We do not stay in Hk but am frequently there for short holidays and have built a relationship w HK instead of my home country.
To cut the story very short, a series of very unpleasant events happened in Hermes Hk store. At each series of events, we were constantly ignored, no one wanted to respond to us and each response came only after constant reminders! All these started end Jan 2015.
1. My husband's shoes that was sent to Paris for inspection came back in a worse state than before even though no repairs were needed. The shoes were crinkled and crashed. No one in Hermes HK bothered to check on the shoes when it came back from Paris. The note to call us and other documents meant for Hermes HK was still in the box. Obviously no one had bothered to open and check the content.
2. We were lied to by the supervisor who claims that she is not familiar with the system (after being with Hermes HK for at least 2 yrs?) to check on the status of my bag repair that was to be sent to Paris and neither was she able to access the system to check on bags availability even though she was the person-in-charge for the HK Peninsular store since the start of the year.
3. Had the worse experience in trying to contact and communicating with the xxx , Area Manger of Hermes HK. Apparently now she controls the allocation of Birkin and Kelly and it was after much very unpleasant conversation with her that she finally revealed that 1 of my outstanding SO has actually arrived!
We sent in our complains to the after-sales manager in Paris who at that point in time was trying to resolve the shoe and bag repair issue and had informed her that we will be writing a complaint email about our experience in Hermes HK to Mr Axel Dumas.
A few days later, we received a call from xxx, Managing Director of Hermes HK and Macau. We were questioned by her, who apparently checked on the validity our email with the after-sales manager and lied to us that she did not do so. Not only did she not apologise for the actions of her staff in HK, she insulted my husband over the phone! She asked him if the complain was a personal attack on her?!!!! And that if he wants an apology, she will say "sorry now if that is what he wants! That much for sincerity! Is this how the Managing Director of Hermes HK and Macau should behave? Should we as client feel threatened for making a complain?
We tried contacting Paris senior management and informing them about the terrible experience in HK and with xxx. We were assured by the PA of Mr Axel Dumas that we would get an acknowledgment from her if we re-send her our complaint email about the series of terribly horrifying experience with Hermes Hk.
Even the acknowledgement reply from her took awhile and only after a chaser mail did she send us an acknowledgement reply!
Not once did any of the staff involved apologised for the series of events that has happened. No one is prompt in getting back to us or maybe they just cannot be bothered.
We were in Paris last week and brought it up to the after-sales manager and FSH manger who sat down n listened to our story. The FSH manger sympathised and informed that she will try and get us a reply but assuming management decides not to answer, there's nothing more she can do. And of course, till to-date, there has been NO response from the senior management in Paris.
I have no idea what Hermes is becoming in terms of customer service if after a series of email to Hermes ( including to Mr Axel Dumas) and a face-to-face complain in Paris and no one bothers still! What kind of exemplary standards is the senior management setting if the Managing Director of Hermes HK and Macau can call a client and insults the client, view it as a personal vendetta against her for complaining about Hermes HK?!!! And to make matters worse, what message is Hermes Paris sending by ignoring such complains? Is Hermes Paris condoning such actions? Does Hermes now care only about their bottom line? Customer service is not important as there will always be a new client around the corner who will replace us?
Here i quote the quote from Mr Axel Duma during an interview published on Sep 2014 about one particular work philosophy he always carry with him. "Our industry can often focus so much on people and their various opinions. We have to provide joy and pleasure to the clients. [That's] the most important for us, and to maintain authenticity. We are in a world where everything is overmarketed; everybody is trying to send a message. We are here to create a better product for our clients. It's ok to fail but not ok to provide an average experience.
http://www.scmp.com/magazines/style...-says-true-luxury-does-not-always-have-depend
What happened to that philosophy?
It is a summarised version on my recent experience on the appalling standard of service with Hermes.
We have been a long standing client of both Hermes Hk n FSH. We do not stay in Hk but am frequently there for short holidays and have built a relationship w HK instead of my home country.
To cut the story very short, a series of very unpleasant events happened in Hermes Hk store. At each series of events, we were constantly ignored, no one wanted to respond to us and each response came only after constant reminders! All these started end Jan 2015.
1. My husband's shoes that was sent to Paris for inspection came back in a worse state than before even though no repairs were needed. The shoes were crinkled and crashed. No one in Hermes HK bothered to check on the shoes when it came back from Paris. The note to call us and other documents meant for Hermes HK was still in the box. Obviously no one had bothered to open and check the content.
2. We were lied to by the supervisor who claims that she is not familiar with the system (after being with Hermes HK for at least 2 yrs?) to check on the status of my bag repair that was to be sent to Paris and neither was she able to access the system to check on bags availability even though she was the person-in-charge for the HK Peninsular store since the start of the year.
3. Had the worse experience in trying to contact and communicating with the xxx , Area Manger of Hermes HK. Apparently now she controls the allocation of Birkin and Kelly and it was after much very unpleasant conversation with her that she finally revealed that 1 of my outstanding SO has actually arrived!
We sent in our complains to the after-sales manager in Paris who at that point in time was trying to resolve the shoe and bag repair issue and had informed her that we will be writing a complaint email about our experience in Hermes HK to Mr Axel Dumas.
A few days later, we received a call from xxx, Managing Director of Hermes HK and Macau. We were questioned by her, who apparently checked on the validity our email with the after-sales manager and lied to us that she did not do so. Not only did she not apologise for the actions of her staff in HK, she insulted my husband over the phone! She asked him if the complain was a personal attack on her?!!!! And that if he wants an apology, she will say "sorry now if that is what he wants! That much for sincerity! Is this how the Managing Director of Hermes HK and Macau should behave? Should we as client feel threatened for making a complain?
We tried contacting Paris senior management and informing them about the terrible experience in HK and with xxx. We were assured by the PA of Mr Axel Dumas that we would get an acknowledgment from her if we re-send her our complaint email about the series of terribly horrifying experience with Hermes Hk.
Even the acknowledgement reply from her took awhile and only after a chaser mail did she send us an acknowledgement reply!
Not once did any of the staff involved apologised for the series of events that has happened. No one is prompt in getting back to us or maybe they just cannot be bothered.
We were in Paris last week and brought it up to the after-sales manager and FSH manger who sat down n listened to our story. The FSH manger sympathised and informed that she will try and get us a reply but assuming management decides not to answer, there's nothing more she can do. And of course, till to-date, there has been NO response from the senior management in Paris.
I have no idea what Hermes is becoming in terms of customer service if after a series of email to Hermes ( including to Mr Axel Dumas) and a face-to-face complain in Paris and no one bothers still! What kind of exemplary standards is the senior management setting if the Managing Director of Hermes HK and Macau can call a client and insults the client, view it as a personal vendetta against her for complaining about Hermes HK?!!! And to make matters worse, what message is Hermes Paris sending by ignoring such complains? Is Hermes Paris condoning such actions? Does Hermes now care only about their bottom line? Customer service is not important as there will always be a new client around the corner who will replace us?
Here i quote the quote from Mr Axel Duma during an interview published on Sep 2014 about one particular work philosophy he always carry with him. "Our industry can often focus so much on people and their various opinions. We have to provide joy and pleasure to the clients. [That's] the most important for us, and to maintain authenticity. We are in a world where everything is overmarketed; everybody is trying to send a message. We are here to create a better product for our clients. It's ok to fail but not ok to provide an average experience.
http://www.scmp.com/magazines/style...-says-true-luxury-does-not-always-have-depend
What happened to that philosophy?
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