Treatment in Hermes Stores

[H.C.LV.]

Wow, how frustrating...

Congrats on your goodies though... everything is beautiful! I love RS!

Don't give up! Your dream bag will show up!

 

[qwerty_s]

I love the two gold bracelets you've got! May I know how much it is in Sg?

 

[Hermesdiorduo]

This makes me really sad to read your H journey, but also happy that you got really nice items too. Reading your post makes me bipolar lol! I can sincerely count with my fingers the SAs that are nice there. I think for me their friendship and warmth makes getting any bag there sweeter. I do hope this won't deter you from going back. It's just one bad SA.

 

[QuelleFromage]

No, it's true. I also had an item shipped from Hermes Paris, and it was held at customs because of the duty owed. Fortunately the SA was great and provided the tracking number, so I was able to see the hold and use the courier's website to pay the duty and release the shipment--but it was all up to me. Hermes didn't provide any info or warning about the process, and apparently the courier doesn't do so either, but merely holds the item (indefinitely, it would seem). Perhaps the courier would have notified me eventually, but I'm not optimistic.
So, caveat emptor if you order from Hermes Paris, at least if you are located in the US. You WILL be assessed customs duty, your shipment will be held pending payment, and it will be your obligation to track the shipment, assess its status, and contact the courier to pay what is owed.

Vendors don't have any control over what customs does, particularly US Customs. I have had many things shipped from overseas and if significant duty is assessed the courier will always hold the item til paid. Hermes happens to be particularly difficult because Customs knows it is a very high-end brand, so it rarely gets through without a heavy assessment (I paid 20% last time I had a leather item shipped from paris), and if any paperwork is missing Customs gets all funky. Whereas I've had things come in from, say, Veja (French sneaker company) with zero paperwork, and Customs doesn't care.

 

[Princess D]

a Day passed.

I couldnt sleep.
Was so excited at the tot of seeing the SA again and her promise of helping me.

I cancelled all plans with my aunts. skipped the arranged museum tours.
Nothing was more important than getting my dream bag.
I never dared hope as it was near impossible of getting one in my country unless I'm a VVVIP.

It was raining tremedously hard that day. Should have taken it as a bad omen. haha.
I went in FSH and e queue was doubled of what I experienced prev.

I requested for the SA and when she saw me, she said hello in a friendlier tone.
So I tot her mood was good.

She said she cant rem what I wanted so i wrote for her again.
B, size 30, preferably ghw, leather and colour flex.
she took my passport details and came back in 10min.
She brought me a tour around fsh asking if i need any accessories etc.
I rem vaguely someone mentioned in TPF some SA wants you to buy more before they will offer u a B. so i got myself a CDC and a carmen and 4 KDT bracelet.

She then proceeded to show me more accessories which I decided to try my luck and said, maybe when i decided on the birkin then i buy the accessories cos now i wouldnt know how to match. There was no response from her and she brought me to see necklaces. In the end I decided to gather my courage and ask if i could see the B first?
She then told me "i'm sorry we do not have any delivery today which is why i'm bringing u around to see other items that you may like".

That was the moment. The moment I felt my heart almost drop. it felt like i have been toyed and taken for a joyride. that moment i felt tears coming and I stubbornly blinked them away. I am really fine if there is no bag, I would have just tot no fate.
It's really the way the SA played with my emotions. I do not know to explain.

Anyway to cut the long story short, i wanted to buy a bag no matter what (she has made it quite obvious she thinks i cant afford since I rejected her mini eve). I asked for a GP and she said there was stock for rose sakura and blue atoll.
I chose the RS and requested for a pair of twillies. after selecting I still ask her nicely if she could tie for me straight away on the bag.

Bad service #1 - she did such a slip slop job of tying the twillies, they were super loose and falling over the handles. I even said nicely to her, i think the twillies should be tight and not hanging loosely, could you retie for me please? thank you"
She pursed her lips and made a "tsk" sound. she then replied 'i'm not from the twillies department, i dont know how to tie".
WHAT?? is this really the service level from a SA? i was kindly shocked by her retort.
Her coll who was standing next to her exchange words in french which i didnt understand and she told me my coll will tie for u instead.

Bad service #2 - i wanted to get more twllies for my friends.
after payment, while she was packing my purchases, i requested for a separate small paperbag for the twillies as it was a gift. she stared at me and said they have run out of paperbags. it was only 1pm!! i was skeptical but i didnt want to continue as I'm really emotionally exhausted.
I later walk off and came back in 5min to the counter and ask the lady for paperbags which she readily gave me. so much for no stock!!! :censor:

Bad service #3 - it was still pouring outside and I notice other customers getting a plastic sort of protector over their purchases so i went back to the SA requesting for one. I was still very polite at this point, though i dont know how i could manage it.
She retorted Hermes dont provide such service. I pointed out the other customers having it and she said she doesnt know, maybe the customers brought on own.
I approached another SA and she said the same thing. in the end my paper bag was soaked through in the rain as i really didnt want to stay in the store any min longer.

BTW, when i was at the counter with my SA, there was a group of china tourists who scored a birkin. They were quite badly dressed and spoke very loudly. I understand Chinese and their SA was telling them to hush hush and not let other customers know.

There was another Chinese customer who manage to score a B as well. She was very well dressed.
.
I m not implying anything, I'm Chinese myself. Just that I dont understand why such a vast difference in treament. I dont want to mull over it anymore.
All I know is Hermes kinda lost its magic for me

I'm so angry for you! At the end of the day no matter how rare the bags are, she's in retail and her job is to sell! Who does she think she is to bully you?! If I were you I would not buy a single thing from her. I'll probably go back with a hidden camera and send the footage of her attitude to head office. Forget about that store. Take your money to Tokyo and choose a brand new birkin from Brandoff or other resellers. The Japanese has the best service and the premium is not that bad. I hope you feel bette hon!

 

[Tiare]

Awww, don't let one awful person ruin your love of Hermes. I had the same thing happen at the Balenciaga counter at Barneys NYC many years ago. I was so excited to go purchase my first City and the attitude of the nonchalant, catty SA "took away" from the wonderful experience of making my purchase.

Instead of getting mad, I told him I wouldn't give him a commision if his life depended on it, walked out, and went to the (now closed) Balenciaga in Chelsea. They were wonderful there and I had the experience I had envisioned. Not to mention, I went to town on how awful the Barneys guy was and - not for nothing - I never saw him there again

Don't ever let some worker ruin it for you. Never be afraid to walk away, go elsewhere or ask for someone else when the product and the service really matter to you.



QUOTE=Arielle84;28771773]a Day passed.

I couldnt sleep.
Was so excited at the tot of seeing the SA again and her promise of helping me.

I cancelled all plans with my aunts. skipped the arranged museum tours.
Nothing was more important than getting my dream bag.
I never dared hope as it was near impossible of getting one in my country unless I'm a VVVIP.

It was raining tremedously hard that day. Should have taken it as a bad omen. haha.
I went in FSH and e queue was doubled of what I experienced prev.

I requested for the SA and when she saw me, she said hello in a friendlier tone.
So I tot her mood was good.

She said she cant rem what I wanted so i wrote for her again.
B, size 30, preferably ghw, leather and colour flex.
she took my passport details and came back in 10min.
She brought me a tour around fsh asking if i need any accessories etc.
I rem vaguely someone mentioned in TPF some SA wants you to buy more before they will offer u a B. so i got myself a CDC and a carmen and 4 KDT bracelet.

[/QUOTE]

 

[Mindi B]

Vendors don't have any control over what customs does, particularly US Customs. I have had many things shipped from overseas and if significant duty is assessed the courier will always hold the item til paid. Hermes happens to be particularly difficult because Customs knows it is a very high-end brand, so it rarely gets through without a heavy assessment (I paid 20% last time I had a leather item shipped from paris), and if any paperwork is missing Customs gets all funky. Whereas I've had things come in from, say, Veja (French sneaker company) with zero paperwork, and Customs doesn't care.

I am aware of this, and you're right, of course. But many international retailers at least tell their clients to anticipate that duty will be owed and is the responsibility of the purchaser. Hermes does not, and I was surprised that the courier did not make any effort at notification either. I would have had no way of knowing my item had been shipped, had arrived, and was being held, or by what carrier, or indeed anything about the process, unless I had--as I fortunately did--cajoled the tracking number out of Hermes and followed the process myself.

 

[6310254]

a Day passed.

I couldnt sleep.
Was so excited at the tot of seeing the SA again and her promise of helping me.

I cancelled all plans with my aunts. skipped the arranged museum tours.
Nothing was more important than getting my dream bag.
I never dared hope as it was near impossible of getting one in my country unless I'm a VVVIP.

It was raining tremedously hard that day. Should have taken it as a bad omen. haha.
I went in FSH and e queue was doubled of what I experienced prev.

I requested for the SA and when she saw me, she said hello in a friendlier tone.
So I tot her mood was good.

She said she cant rem what I wanted so i wrote for her again.
B, size 30, preferably ghw, leather and colour flex.
she took my passport details and came back in 10min.
She brought me a tour around fsh asking if i need any accessories etc.
I rem vaguely someone mentioned in TPF some SA wants you to buy more before they will offer u a B. so i got myself a CDC and a carmen and 4 KDT bracelet.

She then proceeded to show me more accessories which I decided to try my luck and said, maybe when i decided on the birkin then i buy the accessories cos now i wouldnt know how to match. There was no response from her and she brought me to see necklaces. In the end I decided to gather my courage and ask if i could see the B first?
She then told me "i'm sorry we do not have any delivery today which is why i'm bringing u around to see other items that you may like".

That was the moment. The moment I felt my heart almost drop. it felt like i have been toyed and taken for a joyride. that moment i felt tears coming and I stubbornly blinked them away. I am really fine if there is no bag, I would have just tot no fate.
It's really the way the SA played with my emotions. I do not know to explain.

Anyway to cut the long story short, i wanted to buy a bag no matter what (she has made it quite obvious she thinks i cant afford since I rejected her mini eve). I asked for a GP and she said there was stock for rose sakura and blue atoll.
I chose the RS and requested for a pair of twillies. after selecting I still ask her nicely if she could tie for me straight away on the bag.

Bad service #1 - she did such a slip slop job of tying the twillies, they were super loose and falling over the handles. I even said nicely to her, i think the twillies should be tight and not hanging loosely, could you retie for me please? thank you"
She pursed her lips and made a "tsk" sound. she then replied 'i'm not from the twillies department, i dont know how to tie".
WHAT?? is this really the service level from a SA? i was kindly shocked by her retort.
Her coll who was standing next to her exchange words in french which i didnt understand and she told me my coll will tie for u instead.

Bad service #2 - i wanted to get more twllies for my friends.
after payment, while she was packing my purchases, i requested for a separate small paperbag for the twillies as it was a gift. she stared at me and said they have run out of paperbags. it was only 1pm!! i was skeptical but i didnt want to continue as I'm really emotionally exhausted.
I later walk off and came back in 5min to the counter and ask the lady for paperbags which she readily gave me. so much for no stock!!! :censor:

Bad service #3 - it was still pouring outside and I notice other customers getting a plastic sort of protector over their purchases so i went back to the SA requesting for one. I was still very polite at this point, though i dont know how i could manage it.
She retorted Hermes dont provide such service. I pointed out the other customers having it and she said she doesnt know, maybe the customers brought on own.
I approached another SA and she said the same thing. in the end my paper bag was soaked through in the rain as i really didnt want to stay in the store any min longer.

BTW, when i was at the counter with my SA, there was a group of china tourists who scored a birkin. They were quite badly dressed and spoke very loudly. I understand Chinese and their SA was telling them to hush hush and not let other customers know.

There was another Chinese customer who manage to score a B as well. She was very well dressed.
.
I m not implying anything, I'm Chinese myself. Just that I dont understand why such a vast difference in treament. I dont want to mull over it anymore.
All I know is Hermes kinda lost its magic for me

I'm so sorry to hear that. That's definitely not the kind of service you'd expect from... well basically any retail stores. And I always thought the plastic cover is a standard thing. My H store (Toronto) provides that on rainy days too.

If you are really really upset, I'd suggest you file a compliant to H Corporate. There is no excuse for her to play you like that.

Congrats on the lovely items though. I'm sure you will score your dream bag some other time.

 

[cuppy]

Felt really sorry to hear about your encounter. What that nasty SA did to you is totally not acceptable. I can understand your frustration. I'm asian as well. Encountered the similar treatment in both FSH and George V when I was there this month. Felt being played out and discriminated. I am not even talking about B or K. I was asking for other non B & K bags, like in your encounter. I was polite, smiley and soft spoken so I (like you) do not understand the reason on this kind of treatment. In fact, I think you are even more patient and polite than me. My encounter at George V makes me leave in absolute anger where one particular SA told me to wait (I mean I was just standing 5 steps beside him) while he kept serving customers who entered the stores. When I tried to talk to him after he serve 2 other customers who came in later than me, he just refused to talk to me and face away from me (when I'm just standing beside him). I would rather they tell us that there are no bags and do not waste both parties time. I was left standing there waiting for 20 mins. I just walk out of the store and spend my money at chanel who gives me excellent services (as always) and makes me happy that I spent my time in the store. At least chanel is being frank on the stocks level in their stores.

Glad you share your encounter with us which prompt me to share mine too. This should not be how a SA treat their customer. And unfortunately, hermes is the only store that has inconsistent customer services (not only in Paris but all over the world). I do not encounter such services in any of the other luxury boutique. It does leave a damping experience. Yes .. I totally agree with your statement that hermes has kinda lost its magic after these encounter. It makes me ponder why continue to give hermes business. I'm sure hermes will continue to get growth in business profit even without my spending. Nothing will change and things just continue to be the same. I will reduce my buying from hermes till maybe stop buying at one point in time. In the meantime, I will continue to buy from my local store (for non bags items) to support my fabulous SA who has always been ever so helpful over the years (as this is totally at no fault of hers).

At one point, you may want to sell away your GP as it will always leave you reminded of this sad and frustrating encounter. Hope you will be able to score other hermes bags in future that links you to happy memories.

 

[nadineluv]

my apologies for the wait.
here's my loot in paris

Arielle
Sorry about your experience at FSH. Glad you were able to score some beautiful items. Love your GP & twillys. ***hugs***

 

[rainnebeauxday]

since it has not been a pleasant experience overseas, came back home and did more shopping hehe

Everything you bought is lovely. Your GP is a beautiful color. Again, I am so sorry about your experience in Paris!

 

[6310254]

Felt really sorry to hear about your encounter. What that nasty SA did to you is totally not acceptable. I can understand your frustration. I'm asian as well. Encountered the similar treatment in both FSH and George V when I was there this month. Felt being played out and discriminated. I am not even talking about B or K. I was asking for other non B & K bags, like in your encounter. I was polite, smiley and soft spoken so I (like you) do not understand the reason on this kind of treatment. In fact, I think you are even more patient and polite than me. My encounter at George V makes me leave in absolute anger where one particular SA told me to wait (I mean I was just standing 5 steps beside him) while he kept serving customers who entered the stores. When I tried to talk to him after he serve 2 other customers who came in later than me, he just refused to talk to me and face away from me (when I'm just standing beside him). I would rather they tell us that there are no bags and do not waste both parties time. I was left standing there waiting for 20 mins. I just walk out of the store and spend my money at chanel who gives me excellent services (as always) and makes me happy that I spent my time in the store. At least chanel is being frank on the stocks level in their stores.

Glad you share your encounter with us which prompt me to share mine too. This should not be how a SA treat their customer. And unfortunately, hermes is the only store that has inconsistent customer services (not only in Paris but all over the world). I do not encounter such services in any of the other luxury boutique. It does leave a damping experience. Yes .. I totally agree with your statement that hermes has kinda lost its magic after these encounter. It makes me ponder why continue to give hermes business. I'm sure hermes will continue to get growth in business profit even without my spending. Nothing will change and things just continue to be the same. I will reduce my buying from hermes till maybe stop buying at one point in time. In the meantime, I will continue to buy from my local store (for non bags items) to support my fabulous SA who has always been ever so helpful over the years (as this is totally at no fault of hers).

At one point, you may want to sell away your GP as it will always leave you reminded of this sad and frustrating encounter. Hope you will be able to score other hermes bags in future that links you to happy memories.

I had similar experience before (not in Paris though). I was being very polite to the SA but I sensed that the SA became less and less interested in assisting me. My DH couldn't understand why I had to act this humble when dealing with H SAs, he always believes he's the one bringing commission to them so he's entitled to their service. He would just walk into H store in any casual outfit and let them know what he's looking for without working out any communication strategy, and he gets better service than I do every time.

I still believe in treating everyone including the SAs with politeness, but I guess it is important to show confidence as well.

 

[Hanna Flaneur]

Hi dear,
This happen in early may, quite some time back.

thank you, i had some wonderful shopping in Chanel and the SAs were all super sweet and lovely (no matter which store, service was very excellent and consistent), a vast difference from Hermes.

I got so angry on your behalf while reading your story
That sort of behaviour is unacceptable from a SA. It was even worse than what happened to me when a SA made me wait for an hour and then conveniently "forgot about me", all the while knowing I was waiting.
Was your SA a young women with long, slicked back hair worn in a ponytail?

 

[HGT]

I totally feel u!

Actually my GP was more of an impulse buy as I just wanted to prove to her I am a sincere customer and not just a window shopper.
Very wrong thinking I know and my friends have chided me.

But luckily, I grew to love my GP more and more and it turned out to be a wonderful decision for me.

I believe something good will come along to you soon!
Good things happen to people who wait.
Sending you many H prayers

Thanks Arielle! Hugs!!!

 

[fifithefifi]

a Day passed.

I couldnt sleep.
Was so excited at the tot of seeing the SA again and her promise of helping me.

I cancelled all plans with my aunts. skipped the arranged museum tours.
Nothing was more important than getting my dream bag.
I never dared hope as it was near impossible of getting one in my country unless I'm a VVVIP.

It was raining tremedously hard that day. Should have taken it as a bad omen. haha.
I went in FSH and e queue was doubled of what I experienced prev.

I requested for the SA and when she saw me, she said hello in a friendlier tone.
So I tot her mood was good.

She said she cant rem what I wanted so i wrote for her again.
B, size 30, preferably ghw, leather and colour flex.
she took my passport details and came back in 10min.
She brought me a tour around fsh asking if i need any accessories etc.
I rem vaguely someone mentioned in TPF some SA wants you to buy more before they will offer u a B. so i got myself a CDC and a carmen and 4 KDT bracelet.

She then proceeded to show me more accessories which I decided to try my luck and said, maybe when i decided on the birkin then i buy the accessories cos now i wouldnt know how to match. There was no response from her and she brought me to see necklaces. In the end I decided to gather my courage and ask if i could see the B first?
She then told me "i'm sorry we do not have any delivery today which is why i'm bringing u around to see other items that you may like".

That was the moment. The moment I felt my heart almost drop. it felt like i have been toyed and taken for a joyride. that moment i felt tears coming and I stubbornly blinked them away. I am really fine if there is no bag, I would have just tot no fate.
It's really the way the SA played with my emotions. I do not know to explain.

Anyway to cut the long story short, i wanted to buy a bag no matter what (she has made it quite obvious she thinks i cant afford since I rejected her mini eve). I asked for a GP and she said there was stock for rose sakura and blue atoll.
I chose the RS and requested for a pair of twillies. after selecting I still ask her nicely if she could tie for me straight away on the bag.

Bad service #1 - she did such a slip slop job of tying the twillies, they were super loose and falling over the handles. I even said nicely to her, i think the twillies should be tight and not hanging loosely, could you retie for me please? thank you"
She pursed her lips and made a "tsk" sound. she then replied 'i'm not from the twillies department, i dont know how to tie".
WHAT?? is this really the service level from a SA? i was kindly shocked by her retort.
Her coll who was standing next to her exchange words in french which i didnt understand and she told me my coll will tie for u instead.

Bad service #2 - i wanted to get more twllies for my friends.
after payment, while she was packing my purchases, i requested for a separate small paperbag for the twillies as it was a gift. she stared at me and said they have run out of paperbags. it was only 1pm!! i was skeptical but i didnt want to continue as I'm really emotionally exhausted.
I later walk off and came back in 5min to the counter and ask the lady for paperbags which she readily gave me. so much for no stock!!! :censor:

Bad service #3 - it was still pouring outside and I notice other customers getting a plastic sort of protector over their purchases so i went back to the SA requesting for one. I was still very polite at this point, though i dont know how i could manage it.
She retorted Hermes dont provide such service. I pointed out the other customers having it and she said she doesnt know, maybe the customers brought on own.
I approached another SA and she said the same thing. in the end my paper bag was soaked through in the rain as i really didnt want to stay in the store any min longer.

BTW, when i was at the counter with my SA, there was a group of china tourists who scored a birkin. They were quite badly dressed and spoke very loudly. I understand Chinese and their SA was telling them to hush hush and not let other customers know.

There was another Chinese customer who manage to score a B as well. She was very well dressed.
.
I m not implying anything, I'm Chinese myself. Just that I dont understand why such a vast difference in treament. I dont want to mull over it anymore.
All I know is Hermes kinda lost its magic for me

I feel so angry on what you have suffered and it is hard not to believe that SA did so on purpose! I encountered the same situation several years ago in Paris. I dressed and behaved properly, but I don't know why that Asian SA seemed so reluctant on helping me (I'm Asian, Chinese, too) even though my purpose wasn't B/K at all. She kept attending to another customer while I was still choosing and asking for advice. This made me really sorry for the money I'm about to spent, the SA just didn't show even the least of respect to me, I feel even sorrier for her. So what I did is to immediately switch to another SA and spend even more. I don't really need to prove for a particular SA how loyal I am to H, what I need is the service that is true to the Hermes label just as that new lovely sweet SA could provide. Dear, you are really polite and respectful enough, so don't let one little bug ruin your Paris trip and your love for H!!