Awesome, Leah. I will look out for the pic in the Lindy thread. I imagine it must be a pretty fierce bag in a black exotic, given the look of the Lindy!
Treatment in Hermes Stores
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Oh my goodness...I feel for all of you ladies and gentlemen who have been subjected to poor customer service and treatment at H lately 
It really is unacceptable, and I hope you reach resolution soon!
In light of that, I wanted to share that I have had nothing short of excellent service at Hermes Denver recently! I just moved to the area from the east coast, so having to "start fresh" with a new boutique and new SA was a little daunting. I am far from a VIP client, but every time I have visited the Denver boutique, I have always been greeted with smiles and great service...even the one time I stopped in and I was wearing my sorta sweaty, post workout clothes!
I just wanted to submit a happy experience into the mix...there are some great SAs and boutiques out there still, and here's to hoping that kindness and great service will spread!
It really is unacceptable, and I hope you reach resolution soon!In light of that, I wanted to share that I have had nothing short of excellent service at Hermes Denver recently! I just moved to the area from the east coast, so having to "start fresh" with a new boutique and new SA was a little daunting. I am far from a VIP client, but every time I have visited the Denver boutique, I have always been greeted with smiles and great service...even the one time I stopped in and I was wearing my sorta sweaty, post workout clothes!
I just wanted to submit a happy experience into the mix...there are some great SAs and boutiques out there still, and here's to hoping that kindness and great service will spread!
It is an unfortunate situation. I am new to H culture, but its obvious H not a company that is bending over backwards to retain clients. I was in the Madison store 2 weeks ago when an elderly couple (over 75 years old) had an appointment to meet with the manager to complain about their order and another manager/SA. The were placed in the main shopping area when a room was available / empty. The Madison manager starts out with ... whatever X told you was wrong, it takes longer, clearly he misspoke I am telling you now what the situation is. Take it or leave it. There isn't anything else I can tell you.
The manager was completely over them, aside from beverages that was the only comfort provided to them.Following up with A Dumas' PA is not a bad idea to rectify the situation and reach an agreement you are comfortable with. It might be easier that way with all of the run around you get on the phone and with busy SA. Good luck and keep up posted.
It is an unfortunate situation. I am new to H culture, but its obvious H not a company that is bending over backwards to retain clients. I was in the Madison store 2 weeks ago when an elderly couple (over 75 years old) had an appointment to meet with the manager to complain about their order and another manager/SA. The were placed in the main shopping area when a room was available / empty. The Madison manager starts out with ... whatever X told you was wrong, it takes longer, clearly he misspoke I am telling you now what the situation is. Take it or leave it. There isn't anything else I can tell you.
Following up with A Dumas' PA is not a bad idea to rectify the situation and reach an agreement you are comfortable with. It might be easier that way with all of the run around you get on the phone and with busy SA. Good luck and keep up posted.
Graw, this doesn't surprise me about Madison. I have had service there ranging from very poor to excellent ~ but the SM usually sets the tone of a store and in the above case it sounds horrible.
I agree, work "culture" always comes from the top. There are hundreds of people who would love to work at H. If the SA were mandated to be nice to everyone they would be. Unfortunately working on commission creates an environment of SA performing "instant" risk/benefit/time/profit ratios. H won't "cater" to customers/ customer satisfaction until a competitor comes along.
But the commission structure at Hermes isn't the same as at other stores. It isn't a per sale commission, for one thing. In some stores, it is pooled for all, and it doesn't matter what an individual SA sells. There is also no commission on Birkins/Kellys.
I don't think, frankly, that whether or not they get commission has anything to do with the type of service offered.
No offense but I don't know anyone who would like to work for H, either at the boutique or at the corporate office. The former is hard work. You are forced to stand all day long. Do you have any idea how hard that is? In addition to being curteous to sometimes overbearing walk ins?
If I was retired, yea perhaps I would entertain the fantasy of being a craftsman but that takes years and years of laborious detailed work where my eyesight would worsen.
^ A personal friend of mine was a Vice President at corporate H and was very happy there. He has since moved on to an even more prestigious position.
Wouldn't want H to take a bad rap and I only speak from one employee's perspective.
Now back to topic.
Wouldn't want H to take a bad rap and I only speak from one employee's perspective.
Now back to topic.
Oh, I wasn't insinuating they have an easy job😊. Yes, I do know how tasking it is! I worked retail before 😉. I can only speak from my experience in the store as I witnessed people asking if they were hiring. In nyc, people are clambering for jobs. Retail isn't easy at any store. 😃
i dropped off a few things to be repaired at H New Bond St yesterday. it was rather busy. i was pleasantly surprised to be served coffee whilst waiting to be served by the SA. i don't buy much, if any, from this store. so was rather impressed with the service. now i want to buy the whole coffee set..because it is so gorgeous!
Dear Ladies,Hi Ladies,
Just to let you know that I have received a lovely email from Hermes apologising for what happened in the store on Monday and judging by the tone of that email, I am hopeful that the situation will soon be resolved
I do hope I am right as I would genuinely LOVE them to excel now and to show by their actions that they really do care about what happened and really do want to put it right
I hardly know where to begin.
I wrote a couple of weeks ago telling of my excitement in making arrangements to attend the opening of the Hermes London flagship store in New Bond Street and of my disappointment in not being able to access the first floor because the lift was not working.
I updated you all just over a week ago explaining that I had received a very lovely email from Hermes Head Office and that I was hopeful the situation would be resolved very soon.
I am DELIGHTED to report that not only did Hermes apologise for what had happened, they also made a promise that if I would agree to make a return visit they would ensure that my Hermes experience would be, in every way, the way it should have been at my initial visit.
I am thrilled to report that I made a return visit to Hermes flagship store on New Bond Street last week and the visit was absolutely wonderful in every way! From the moment I entered the store the visit was an absolute joy.
Staff were wonderfully attentive and nothing, NOTHING was too much trouble. We were looked after beautifully by each and every member in the team and in fact spent several hours soaking up the atmosphere and looking through all the departments one by one. From leathers to jewellery, from ready to wear, to shoes, silks, fragrance, La Maison... to very special pieces ... It really was a truly wonderful experience.
Any upset felt by what happened on the opening day was completely washed away by the sheer excellence of the staff on the return visit.
In previous correspondence I said that I was hoping Hermes would excel themselves in this situation - I am delighted to report that they not only excelled themselves they did so with style, with grace and with class.
Bravo Hermes for a truly wonderful experience and also for caring enough to want to make things right.
Needless to say, I am now a customer for life - and since they had been so very good to me, I could not resist coming away with a little something from the visit ...
I will head over to start a reveal now
xx
Yay!
Dear Ladies,
I hardly know where to begin.
I wrote a couple of weeks ago telling of my excitement in making arrangements to attend the opening of the Hermes London flagship store in New Bond Street and of my disappointment in not being able to access the first floor because the lift was not working.
I updated you all just over a week ago explaining that I had received a very lovely email from Hermes Head Office and that I was hopeful the situation would be resolved very soon.
I am DELIGHTED to report that not only did Hermes apologise for what had happened, they also made a promise that if I would agree to make a return visit they would ensure that my Hermes experience would be, in every way, the way it should have been at my initial visit.
I am thrilled to report that I made a return visit to Hermes flagship store on New Bond Street last week and the visit was absolutely wonderful in every way! From the moment I entered the store the visit was an absolute joy.
Staff were wonderfully attentive and nothing, NOTHING was too much trouble. We were looked after beautifully by each and every member in the team and in fact spent several hours soaking up the atmosphere and looking through all the departments one by one. From leathers to jewellery, from ready to wear, to shoes, silks, fragrance, La Maison... to very special pieces ... It really was a truly wonderful experience.
Any upset felt by what happened on the opening day was completely washed away by the sheer excellence of the staff on the return visit.
In previous correspondence I said that I was hoping Hermes would excel themselves in this situation - I am delighted to report that they not only excelled themselves they did so with style, with grace and with class.
Bravo Hermes for a truly wonderful experience and also for caring enough to want to make things right.
Needless to say, I am now a customer for life - and since they had been so very good to me, I could not resist coming away with a little something from the visit ...
I will head over to start a reveal now
Well done NBS, I am glad they delivered!
GG - I'm so thrilled to hear everything was rectified to your satisfaction and that you had a delightful experience in the store! You deserved it!! Thanks for sharing your story. I believe that companies that can rectify a bad customer experience should be given a second chance!