Treatment in Hermes Stores

[chkpfbeliever]

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?

So sorry to hear about your experience because your sound like a VVIP in order to be offered a chance to have a SO.

If you don't hear from anyone, there is no point contacting them again but I would write a short email to the writer of Mr. Dumas's interview (can't remember if it is Forbes or Fortune) about your ordeal. I can't believe that customers from such a high end luxury maker are being jerked around. You don't get that from LV or Chanel.

Your complain won't bring the House down but one thing companies will always acknowledge is the media.

 

[DieselHo]

Hi chkpfbeliever, we have considered that option but have not made a decision with regards on contacting the writer yet.

We know it won't bring the House down even if we did go that route.

It could possibly be another dead end as no media would want to lose the advertising revenue from the firm.....i may be wrong....which is why we have not been able to come to a decision yet.

 

[MASEML]

DieselHo, I agree with you. Unless there is nothing at risk, no one will do anything to their disadvantage.
First, what do you think the outcome will be, if a story is written? In all likelihood, if you draw public attention to yourself, H may be happy to cut ties with you (even if you are an excellent customer). I feel like we are all a dime a dozen, there is always someone else who is willing to step in our places. It's almost like working in the fashion industry; it's competitive - so sadly, we are replaceable.

Second, what does the writer have to gain? We all know writers are interested in readership so they need an interesting story. I almost feel like complaints regarding customer service in the luxury industry is not interesting enough material. What was the interview regarding with Mr. Dumas? Was it about his life, and where he sees the brand? I don't think an article about poor customer service draws enough attraction.

However, if you truly are willing to cut ties with H, you should reach out by every means you can as you have nothing to lose. If you still want to be friendly, I'd continue to reach out to them privately or let it go, get your SO then check out.

 

[DieselHo]

I think continued shopping with Hermes (or any company), when someone has expressed such a high level of dissatisfaction, is actually quite important. By continuing to buy, you are sending them a message that it doesn't matter how you are treated. Your strongest "voice" is expressed by refusing to spend any additional money with them.

Hi Mistikat, we hold the same view that our "strongest" voice is not to spend any additional money with them....which was what we did and communicated that in Paris. We will not be spending anymore with H till we get a reply that can change our mind.

 

[chicinthecity777]

So sorry to hear about your experience because your sound like a VVIP in order to be offered a chance to have a SO.

If you don't hear from anyone, there is no point contacting them again but I would write a short email to the writer of Mr. Dumas's interview (can't remember if it is Forbes or Fortune) about your ordeal. I can't believe that customers from such a high end luxury maker are being jerked around. You don't get that from LV or Chanel.

Your complain won't bring the House down but one thing companies will always acknowledge is the media.

I mean no offence but that's a very big generalisation. I have read and heard a lot of stories of people being treated badly by snobby SAs from those two brands. I have experienced bad service from LV myself over a repair. Thank God I don't shop at LV any more.

 

[VigeeLeBrun]

I think continued shopping with Hermes (or any company), when someone has expressed such a high level of dissatisfaction, is actually quite important. By continuing to buy, you are sending them a message that it doesn't matter how you are treated. Your strongest "voice" is expressed by refusing to spend any additional money with them.

So sorry to hear about your experience because your sound like a VVIP in order to be offered a chance to have a SO.

If you don't hear from anyone, there is no point contacting them again but I would write a short email to the writer of Mr. Dumas's interview (can't remember if it is Forbes or Fortune) about your ordeal. I can't believe that customers from such a high end luxury maker are being jerked around. You don't get that from LV or Chanel.

Your complain won't bring the House down but one thing companies will always acknowledge is the media.

After reading these posts with much interest regarding DieselHo's problems with H, I am going to concur with mistikat and chkpfbeliever opinions.

First, if there isn't an apology forthcoming and the situation is not rectified by H then I would immediately stop buying. Have mentioned in other threads that I will only do business with companies and SAs that I like ~ very subjective but practical. Shopping for anything regardless of size should be a pleasure for me. One of the ways to silently let a business know that they are headed in the wrong direction is to stop spending with their brand. Period. No scenes, no fuss, just quietly walk away. There are many wonderful luxury brands in the global environment where we live that would love to see our financial resources head in their direction.

Second, chkpfbeliever makes a valid point regarding contacting the author of the article in Fortune/Forbes magazine. Yes, H is certainly newsworthy these days due to corporate take-over threats, their stinky/skunk bags debacle and the crown they wear as the supreme ruler of luxury houses. Have never seen an H advertisement in either business publication, so I doubt that a loss in revenue would be a result for the magazine. Not sure if I would go that route but if I was irritated enough then I would explore all options.

Also, I would not expect an email or a letter from Monsieur Dumas, I am quite sure that he is inundated with correspondence and at best an email or a letter might be sent from someone from H that is more directly involved with the circumstance. Only DieselHo can decide what will sufficiently meet her demands of an apology.

Lastly, have had excellent service from LV, Celine, Prada, Chanel, etc. during every shopping visit regardless of location. Funny enough, Paris gets very high marks for customer service as far as a destination but that is a discussion for another thread.

 

[Elina0408]

I like your attitude Vigee! There is no point making a Big fuss, you don't like the service you go elsewhere I did that too when it was the right moment (and with the help of a good friend though).

 

[HerLuv]

I would like to share an unpleasant experience at FSH and would like to hear your opinion. I had placed an order for a lindy on my first trip to FSH. After about six month I called to check the status but was told that the bag was sold because i didn't respond to their email two months earlier. I didn't get any email so i thought it went to spam. He did confirmed my email address and told me to come back to Paris to reorder. I went back in june and met an SA. I explained the situation and he went in to check something. When he came back out he said ordering was temporarily closed and will reopen in September. He gave me his business card and told me to email him my order in Sept. He further said that i could order any bag because I had priority. He then sold me an RT silk in that I was unable to get from 2 other SAs on the same day. I had checked with one SA and he said there was none. The second SA said there was a pink but the first SA approached and said it was sold. He said firmly not to check with other SAs. The answer would be the same since they checked the same computer.
It was a weird and frustrating experience but i was excited about the order. We also lost around 10k euro to a pickpocket on this trip.
Anyways, in Sept I emailed the SA but didn't get any response. I waited a week and then called him. It was difficult to find him but finally managed to speak to him. I was shocked when he said he didn't remember me at all. My husband and I tried to refresh his memory telling him about our conversations where we r from and so on. At the end he said to email him my order. But again, i didn't get any response to this day. I tried calling him to no avail.
We plan to go to europe again this June and will stop by Paris. Would like to hear opinions whether it is worth pursuing the order or start fresh. Since I now have a lindy, i would love a Kelly or a b30. I find my b35 too bulky and heavy. Sorry for the long post and thanks for letting me share.

 

[Leah]

Hi Herluv, when you ordered the Lindy was it an SO or was it one of those "we will get the Lindy you are interested in, in two weeks and I will call you when this one comes in" type of conversations? Unfortunately if the latter, they may have forgotten hence the poor follow through.

 

[HerLuv]

Hi Herluv, when you ordered the Lindy was it an SO or was it one of those "we will get the Lindy you are interested in, in two weeks and I will call you when this one comes in" type of conversations? Unfortunately if the latter, they may have forgotten hence the poor follow through.

Hi Leah. Thanks for replying. It was not an SO but the SA took down my info and said it would take several month for the lindy to be ready and told me that I would get an email. When I called n check the H staff was able to find my order in the system and my email address was correct. So I am not sure what kind of order it was.

 

[Leah]

Hi Leah. Thanks for replying. It was not an SO but the SA took down my info and said it would take several month for the lindy to be ready and told me that I would get an email. When I called n check the H staff was able to find my order in the system and my email address was correct. So I am not sure what kind of order it was.

Hi Herluv, I think it was the latter when they do try to set aside a bag that a customer has specifically requested and which they know will come into the store in a few weeks. The fact that your name & order were in their system means they DID intend to follow through on the request and set it aside for you (it wouldn't be in the system if it was a random promise.) And the FSH SA's don't tend to drop the word "priority customer" too lightly, so that's a big plus in your case.

Was it by any chance a special or exotic Lindy which is why it required a bit of a wait? Something similar happened to me a few years ago, also at FSH.

I had asked for a specific Lindy (either a black matte croc or alligator) and they said they would try to find one in another boutique ASAP. (Lindys were fairly new then, so exotic Lindys were available at the boutiques.)

Never heard back from them on the Lindy (although I was in constant communication about other orders) so I was surprised to hear, about 2 months later, that a friend of mine had seen a walk-in customer being shown and buying the very Lindy that I had requested at FSH and which had been supposedly put in the system.

FSH did make it up to me eventually (and fairly quickly) so I got what I wanted but their system kind of screwed up and "lost my order".
Sounds like what could have happened to you?

Again since your name and order was in the system, I am guessing it was an honest oversight.

Email them about what transpired (complete with all the details, dates, names, etc) and tell them about your upcoming visit. They should definitely find a way to make it up to you by giving you the kelly or birkin you want on the next visit.

 

[HerLuv]

Hi Leah.. thanks for the info. It was just a regular leather for the lindy. I had requested for iris but the color was not available at the time so we settled with Rubis. I did email fsh countless of time but received only one reply stating that they would pass the email to the SA. That was it. Shall i try and explain everything again then? Thanks again

 

[m.hermes]

I've had unpleasant experience in Hermes store before,
I did get angry and I wrote to Mr.Dumas directly, and I got reply in one week by his assistant and things got sorted out, I received a proper apology but the wording in the apology is not quite sincere, quoted as only"we are sorry failing to provide good service,etc",but what else could i ask for more : )
Until now, I have received no apology from the shop that i had issue with, nor did I pay any visit afterwards.

What concerns me is they might put me into the black list,
Anyway fortunately it seems not, as i got excellent service afterwards, with no bags offered.

 

[Suncatcher]

Hi Herluv, I think it was the latter when they do try to set aside a bag that a customer has specifically requested and which they know will come into the store in a few weeks. The fact that your name & order were in their system means they DID intend to follow through on the request and set it aside for you (it wouldn't be in the system if it was a random promise.) And the FSH SA's don't tend to drop the word "priority customer" too lightly, so that's a big plus in your case.

Was it by any chance a special or exotic Lindy which is why it required a bit of a wait? Something similar happened to me a few years ago, also at FSH.

I had asked for a specific Lindy (either a black matte croc or alligator) and they said they would try to find one in another boutique ASAP. (Lindys were fairly new then, so exotic Lindys were available at the boutiques.)

Never heard back from them on the Lindy (although I was in constant communication about other orders) so I was surprised to hear, about 2 months later, that a friend of mine had seen a walk-in customer being shown and buying the very Lindy that I had requested at FSH and which had been supposedly put in the system.

FSH did make it up to me eventually (and fairly quickly) so I got what I wanted but their system kind of screwed up and "lost my order".
Sounds like what could have happened to you?

Again since your name and order was in the system, I am guessing it was an honest oversight.

Email them about what transpired (complete with all the details, dates, names, etc) and tell them about your upcoming visit. They should definitely find a way to make it up to you by giving you the kelly or birkin you want on the next visit.

Sorry to be OT but your black exotic Lindy must look spectacular!!!

 

[Leah]

Hi Leah.. thanks for the info. It was just a regular leather for the lindy. I had requested for iris but the color was not available at the time so we settled with Rubis. I did email fsh countless of time but received only one reply stating that they would pass the email to the SA. That was it. Shall i try and explain everything again then? Thanks again

Hi HerLuv, I would suggest writing an email with a complete history of everything that transpired (as mentioned please include dates, names if possible, as much detail as you can.) I would give them the benefit of the doubt and I think because the order was passed from one SA to another, things just fell through the cracks.
Email them well ahead of your trip. I assume you have the FSH email, if not, PM me and I will pass it on to you.
Best of luck, I hope they can find a birkin or kelly in time for your visit!

Sorry to be OT but your black exotic Lindy must look spectacular!!!

Hi my dear MrsJDS, it's one of my favorite bags ever .
I'm sure I have a photo on my phone somewhere, I will post a pic on the Ode to Lindy thread in the Hermes Clubhouse section. She is quite pretty LOL