quite agreed with you,
it's exhausting and frustrating, so i've decide to stop with Hermes,
Treatment in Hermes Stores
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it's exhausting and frustrating, so i've decide to stop with Hermes,
It sounds like it maybe the Ostrich Birkin has already been allocated to another client, but the person who called you made a mistake. I think this could've been easily corrected had the store manager just apologized for his mistake, and offered to place you on the list for the same or a similar bag. However, you did mention the store called you and left multiple messages apologizing right?
As for the credit card check, do you think maybe she meant your purchase history with the store? Any H boutique can pull up your purchase history with all boutiques within the country. I'm unclear on credit card privacy outside of the US, so I apologize if this is incorrect, but I would think a credit card company would not simply grant a retailer access to your past credit card activities.
In any case, I'm sorry to hear about your experience. It's unfortunate sometimes customer service for a luxury brand isn't up to standard, hopefully things will improve with time
thanks for your reply and it comforts when someone send concerns.It sounds like it maybe the Ostrich Birkin has already been allocated to another client, but the person who called you made a mistake. I think this could've been easily corrected had the store manager just apologized for his mistake, and offered to place you on the list for the same or a similar bag. However, you did mention the store called you and left multiple messages apologizing right?
As for the credit card check, do you think maybe she meant your purchase history with the store? Any H boutique can pull up your purchase history with all boutiques within the country. I'm unclear on credit card privacy outside of the US, so I apologize if this is incorrect, but I would think a credit card company would not simply grant a retailer access to your past credit card activities.
In any case, I'm sorry to hear about your experience. It's unfortunate sometimes customer service for a luxury brand isn't up to standard, hopefully things will improve with time
I don't receive any apology or solution for what happened to you, either from the shop or the company. My local manager told me for sure that there's no one ordered this bag and confirmed multi times from both the manager and the assistant of manager, along with the staff, as I can be sure, it is due to the direction of the company. As when I went to the shop for the second time, I insisted to see the bag cos I never seen this color before, and the shop told me they need to contact the company- the general directer for instructions, and after she made a short phone call, she came back and told me that the bag could be sold to me.
I am not familiar with how they check the credit cards, I only explained the fact that happened that day, she came with a paper and pen, told me" we've checked your credit card" wrote down my credit card number "with this number of card,you've purchased 2 bags this year", I felt really offended. And I suppose a brief explanation for this doesn't hurt, yet they refused to explain. I am certain that they dont get the information for check my name, cos the bag she referred was the one my sister bought with her name when she traveled here, but i paid half amount for her.
So i gather they might keep your credit card information of every purchase, at least your credit card number for whatever reason.
I'm so sorry for what happened to you! I can just imagine your agony and frustration with them.
I was wondering, when they said they checked your credit card and that you had purchased two in this credit card...maybe its just that they went through their merchant credit card receipt and know from those receipts, you had bought two....but not necessarily had called up your credit card company to check up on your transaction history.
Either way, they def owe you a thorough explanation but it's just so sad that they can't seem to want to be bothered with that for now. Hope this gets resolved soon! Sending best wishes your way!
That's very likely, anyway, they didn't know explain to me how or why they checked that, and I could not understand why I can't purchase for my family,
In January this year, my sister came to visit me, so we paid a visit to Hermes shop, and purchased around 9000 euro, including a bag, my sister's credit card has limitation of 5000 euro per time, so I paid the rest for her with my card, and now they said it was me who bought the bag : (
But that's the way it works at Hermes - the person whose credit card is charged is the one assumed to be buying the item and against whose bag quota the item is listed. You aren't being singled out. Many people have said the same thing.
Thank you for solve this puzzle for me,
Though it doesn't mean what they do is correct : (
Hello - I don't know if this counts as "treatment in Hermes store" or more like "behavior in Hermes stores" but I had to post it somewhere and hope this is close enough.
We were in Paris last week and we made a couple stops in to FSH. Last Friday we were upstairs trying on loafers (I have hard to fit feet, so the SA was being helpful going back and forth finding stock) and we got to just sit and observe some of the goings on while we waited.
One in particular caught my eye - a lady who seemed to be setting off for a beach vacation as her next stop, because she was buying towels and perhaps sandals and commanding a great deal of attention from SAs and customers alike. Because she was dressed in a sheer poncho and white bikini bottoms (that's right, just bottoms) and H sandals. She seemed to be getting good customer service, despite her rather casual (ok, pretty see-thru) attire. Which made me think, maybe we spend too much time worrying about what we should wear to FSH...
The other thing I noticed happening at almost the same time (who knew the shoe department was such a great people watching spot), was a group of women around the hats displayed on a wall. One tried a hat but it wouldn't fit, even as she tried to squish it down. So her friend decided to try it, smooshed it down all the way over her head over her hair clippy so the indent part of the crown of the hat suddenly popped up. A third friend was busy picking her nose while all this was going down. Anyway, they decided not to buy the hat I think and handed it to the sales person, and he seemed pretty gracious about it as he nodded goodbye. I watched him go over to a corner and try to reshape the hat, and though he had sort of a pinched look on his face at that point, well, I couldn't blame him.
I don't think I could work in an H store, having seen just some of the wide variety of customer experiences they face within a mere 15 minutes of observation, well, I just wouldn't have the patience or the tact. This is not to diminish the experience of anyone who had poor treatment from a rude SA, I'm sure they exist as there are unpleasant people to be found everywhere. But boy oh boy, the SAs I saw on Friday were sure earning their paycheck!
OMG I'm so late on reading this, the sheer poncho over bikini bottom thing is so funny. I can totally see it!
I totally agree with those who mentioned that there is no 2 bag per year rule.
I was being fed that lie time and time again in Paris. I know it's not true as my mom have always been able to get 5 to 6 bags each visit (each visit to FSH, not per trip) when she used to go to Paris every 6 to 8 months over 2 years ago.
She is now of a certain age, so she has not been on vacation for awhile. But when I go to Paris, they kept telling me 2 bags per year.
I am not as elegant as my mom, unfortunately, but why do I get treated so differently than my mom?
Something needs to be done! I wish the SA my mom used to visit is still there.....the good old days.
I was being fed that lie time and time again in Paris. I know it's not true as my mom have always been able to get 5 to 6 bags each visit (each visit to FSH, not per trip) when she used to go to Paris every 6 to 8 months over 2 years ago.
She is now of a certain age, so she has not been on vacation for awhile. But when I go to Paris, they kept telling me 2 bags per year.
I am not as elegant as my mom, unfortunately, but why do I get treated so differently than my mom?
Something needs to be done! I wish the SA my mom used to visit is still there.....the good old days.
I think at the very least they could have checked your bag quota before offering you the bag and told you they were going to enforce this quota on you before they charged you for your furniture. If they want to be straight. I can understand why you are upset if you were allowed to place an SO and a hima PO that the quota could be a nasty surprise.
Oh the complexities of Hermes. It doesn't make sense why they would do that to you Lesyeux. When it happened, did you go to see your usual SA? If yes, did the SA feel the need to save your relationship knowing your history in the shop?
In any way, thank you for sharing with us this experience. It just means that even if you are considered a good customer and for a long time, one bad experience will ruin a relationship with Hermes.
Btw, i also think that Dior is a nice variety to give to your mom. I hope to see what Dior you picked in the Dior thread! Best xx
In any way, thank you for sharing with us this experience. It just means that even if you are considered a good customer and for a long time, one bad experience will ruin a relationship with Hermes.
Btw, i also think that Dior is a nice variety to give to your mom. I hope to see what Dior you picked in the Dior thread! Best xx
thank you for your concern,
Yes I've contacted with the SA and local manager , they said it was direction from superior, they would love to help but they can't . And normally they should never inform me of anything happening inside, so I gather they have done their bit to the utmost for me.
I love dior and always have great experience in Dior!!
Morning all,
I think I will be able to shed some light on why people are getting the treatment they are in Hermes stores. Please give me some time to prepare a more detailed post.
I think I will be able to shed some light on why people are getting the treatment they are in Hermes stores. Please give me some time to prepare a more detailed post.
OMG I'm so late on reading this, the sheer poncho over bikini bottom thing is so funny. I can totally see it!
Thank you for the laughs! I can totally see those situations in front of my eyes. So funny! :lolots:
Good morning everyone, i want to share with all of you how i was treated last week in my local store (madrid), i saw some messages written about madrid, and i want to share my experience.
I am an usual client of the store, from some years ago. I am user of a birkin 35 in orange, but is too big for me, is size 35, i bought this bag 2 years ago, and never again asked for a bag.
I have an important wedding, so i wanted to have special new bag, i wanted a croco. So, i talked with my SA (Oscar) and he show me that same day a croco, but it was in brown colour and i did not like it, so he told me he was doing to do the best for me......i was waiting for almost one month, i did not know anything from him, so i visited the store, and he told me it was going to be hard to get it before the weding, but he told me he had reservation of 2 bags for me to choose in normal leather, those were in blue and red, for one part i was frustated because i wanted the croco, but for other part, i had the possibility to choose a new bag, i needed to talk with my dressmaker because i did not know wich one will fit better with my new dress for wedding, so Oscar promised me to keep both for 2 days, these bags were on smaller size as Oscar knew i was not using my old bag because is too heavy.
Well, after 2 days i went to pick up my bag, i was so excited about it. When i arrived at the store i was said that sorry, but the red one had been sold already, grrrrrrrrrr, thanks God i had choosen the blue one. Oscar went for the bag, and when he come he showed it to me, and it was a big bag!!!!!!!!!!!!!!! he knew perfectly i wanted a small size, i was dissapointed, so, i asked him, please, you knew i wanted a croco, was waiting for it, i say ok to normal leather, but i want a bag to use it, and the orange i have, i almost dont use it because is too heavy.....he told me sorry, but is the one we have now. I was in shock, so i told him i was going home (it was almost lunch time) and that the same afternoon i will tell him if i would buy it or not, after hearing this from me i saw in his eyes that he felt really angry, and then told me the next: I have made a big effort to get this bag for you, you have jumped the big waiting list because you were going to buy a bracalet in gold with bag, but now, i need to talk with my manager, because if you dont buy that gold bracalet, my manager will not want to sell this bag for you. What??????? i told him that next winter i was going to buy that bracalet for my niece, but he knew that will be in winter!!!!!!!!
Of cource i did not buy the bag, i dont like to be blackmailed, and i will buy what i want when i want!!!!!!!!!!!!!!!!
I am an usual client of the store, from some years ago. I am user of a birkin 35 in orange, but is too big for me, is size 35, i bought this bag 2 years ago, and never again asked for a bag.
I have an important wedding, so i wanted to have special new bag, i wanted a croco. So, i talked with my SA (Oscar) and he show me that same day a croco, but it was in brown colour and i did not like it, so he told me he was doing to do the best for me......i was waiting for almost one month, i did not know anything from him, so i visited the store, and he told me it was going to be hard to get it before the weding, but he told me he had reservation of 2 bags for me to choose in normal leather, those were in blue and red, for one part i was frustated because i wanted the croco, but for other part, i had the possibility to choose a new bag, i needed to talk with my dressmaker because i did not know wich one will fit better with my new dress for wedding, so Oscar promised me to keep both for 2 days, these bags were on smaller size as Oscar knew i was not using my old bag because is too heavy.
Well, after 2 days i went to pick up my bag, i was so excited about it. When i arrived at the store i was said that sorry, but the red one had been sold already, grrrrrrrrrr, thanks God i had choosen the blue one. Oscar went for the bag, and when he come he showed it to me, and it was a big bag!!!!!!!!!!!!!!! he knew perfectly i wanted a small size, i was dissapointed, so, i asked him, please, you knew i wanted a croco, was waiting for it, i say ok to normal leather, but i want a bag to use it, and the orange i have, i almost dont use it because is too heavy.....he told me sorry, but is the one we have now. I was in shock, so i told him i was going home (it was almost lunch time) and that the same afternoon i will tell him if i would buy it or not, after hearing this from me i saw in his eyes that he felt really angry, and then told me the next: I have made a big effort to get this bag for you, you have jumped the big waiting list because you were going to buy a bracalet in gold with bag, but now, i need to talk with my manager, because if you dont buy that gold bracalet, my manager will not want to sell this bag for you. What??????? i told him that next winter i was going to buy that bracalet for my niece, but he knew that will be in winter!!!!!!!!
Of cource i did not buy the bag, i dont like to be blackmailed, and i will buy what i want when i want!!!!!!!!!!!!!!!!