Treatment in Hermes Stores

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#2,506
georgiegirl27 said:
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 :) :hugs: xx
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I'm happy that they treated you well this time. Wondering if it would have changed 360 degrees if you didn't send corporate a complain. If H cares about the shopping experience, they should copy from other retailers and have shopping police so that SAs are always on the alert in providing good customer service at all times.

Glad that they rewarded you with a beautiful B !!
 
#2,507
georgiegirl27 said:
Thank you so very much ladies - and you know what the icing on the cake was?

After everything, one of the staff came over to me and said "excuse me Madame, there are two gentlemen who would very much like to come over to introduce themselves to you if you wouldn't mind?" Of course I accepted the introduction...

I was delighted - it was the Managing Director of Hermes and a member of the Hermes family. I took great pleasure in telling them what a wonderful experience I had had - and, like each of the staff before them, they were both charming, courteous and an absolute pleasure to talk to.

A genuinely wonderful day :D x
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This is awesome! So happy that your return trip was everything that it should be!
 
#2,508
Yesterday marks the second time I visited my local store and was ignored. The security guard actually asked me if I needed help, and I said thank you I will ask the Associate. There was no one in the store! It just leaves such a bad taste in my mouth.
 
#2,509
steffy000 said:
Yesterday marks the second time I visited my local store and was ignored. The security guard actually asked me if I needed help, and I said thank you I will ask the Associate. There was no one in the store! It just leaves such a bad taste in my mouth.
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My dear avoid this store totally
They don't deserve your money
Shopping should be happy
 
#2,511
bagidiotic said:
My dear avoid this store totally
They don't deserve your money
Shopping should be happy
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+1

steffy000 said:
Yesterday marks the second time I visited my local store and was ignored. The security guard actually asked me if I needed help, and I said thank you I will ask the Associate. There was no one in the store! It just leaves such a bad taste in my mouth.
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I won't spend my money at an establishment that isn't nice to me, they don't have to cater to me, but to ignore is off putting. Shopping should be a joyous event! They are taking the joy away. They don't deserve your money, but you shouldn't be deprived of H due to their lack of friendliness. :smile1:
 
#2,513
bagidiotic said:
How bout dealing with the sm direct or at least voice out your experiences expectations or concerns
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I will have to figure out who the SM is. I started to discuss what bags I was looking for with the woman I asked for help and she told me to continue the conversation with the SA I originally spoke to, who she then said was in and out with personal issues. (Hoping the SAs aren't reading these boards?!?)
 
#2,514
steffy000 said:
I will have to figure out who the SM is. I started to discuss what bags I was looking for with the woman I asked for help and she told me to continue the conversation with the SA I originally spoke to, who she then said was in and out with personal issues. (Hoping the SAs aren't reading these boards?!?)
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Hoping that the SM/SA WILL read these posts!
 
Last edited:
#2,515
georgiegirl27 said:
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 :) :hugs: xx
Click to expand...

That's so nice to hear:smile1:
 
#2,517
steffy000 said:
I will have to figure out who the SM is. I started to discuss what bags I was looking for with the woman I asked for help and she told me to continue the conversation with the SA I originally spoke to, who she then said was in and out with personal issues. (Hoping the SAs aren't reading these boards?!?)
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There is a possibility 😊 if you worked somewhere and people wrote about it online you might be inclined to read about it.
 
#2,518
Graw said:
There is a possibility 😊 if you worked somewhere and people wrote about it online you might be inclined to read about it.
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This is true, but I am comfortable with what I have said. This seems to be the culture of the store and they are ok with that. I'm just looking to expand my knowledge base and become a regular customer. I'm sure I will venture back soon enough as there are many things I want!
 
#2,520
steffy000 said:
This is true, but I am comfortable with what I have said. This seems to be the culture of the store and they are ok with that. I'm just looking to expand my knowledge base and become a regular customer. I'm sure I will venture back soon enough as there are many things I want!
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International culture of H 😊 From multiple stores and countries.
 
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