Treatment in Hermes Stores

[lesyeux]

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 sincerely feel for you,
I hope everyone can understand, choosing what we buy is the right given by the law, and I think this is the basic principle and that's why we do the shopping, so don't be afraid, don't let anyone bully you.

 

[Pimpernel]

Re: checking every customer´s credit card number, what happens if a client does not have a credit card, or simply prefers to pay in cash? Is s/he refused service, period?

(I ask because, in meatspace, I only ever purchase things cash. I use the CC only for online transactions (obviously!), and to book trips and event tickets. At LV and other luxury stores here in Europe I have never had a problem, or anyone asking for my CC number. But now I´m stumped at this Hermes policy, and wanted to check they ONLY accept CCs, no cash - in this case I´ll never set foot in one of their boutiques.)

 

[Harpertoo]

Re: checking every customer´s credit card number, what happens if a client does not have a credit card, or simply prefers to pay in cash? Is s/he refused service, period?

(I ask because, in meatspace, I only ever purchase things cash. I use the CC only for online transactions (obviously!), and to book trips and event tickets. At LV and other luxury stores here in Europe I have never had a problem, or anyone asking for my CC number. But now I´m stumped at this Hermes policy, and wanted to check they ONLY accept CCs, no cash - in this case I´ll never set foot in one of their boutiques.)

I think they can check previous sales history by name w/in their system....but as w/ many retail loyalty programs it's only as good as the data they aquire. And I do not think they require (or even could legally require) anyone to pay by CC...but realistically, most will not want to carry so much cash and a credit or debit card will be used for larger H purchases. And most will want their purchase documented w/in the H system in case of a quality or return/repair issue - aside from demonstrating a sales history.

 

[Pimpernel]

I see now how that makes sense, thank you very much, Harpertoo!

 

[Harpertoo]

I see now how that makes sense, thank you very much, Harpertoo!

you're very welcome Pimpernel.

I have to say, I don't think any of this reflects well on Hermès.

 

[bagidiotic]

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!!!!!!!!!!!!!!!!

This is simply unacceptable and outrageous

 

[Ethengdurst]

This is simply unacceptable and outrageous

Time to change SA and/or store I think. I don't go back to my local store anymore coz my old SA is gone and I haven't found anyone else there who's as helpful. I just go to the stores where we go to on vacation.

 

[Nankali]

Dear ladies, I have a small puzzle for you. I have turned this situation around and around I can't figure out what went wrong..

Ok, here is a bit background info first. I don't have the luxury & luck to have H store in my country (but I do have this lovely community and the world's best re-seller who I totally trust ). However, I have a dear friend who just moved back to a country with one H store. I thought I would try to build some relationship with that store through my friend. And she was kind to visit the store on my behalf (she is a LV girl herself), to try to get a bag for me.

I had prepared the situation a bit because my friend doesn't know anything about H. I called to the store and talked with this male SA who sounded very nice and helpful. He told me that I could give a wish list (yes, a wish list) to my friend and she could come to the store with it so he could see what he can do for me. He said they had some bags in the color I was interested in. He also understood the difficulty I have living in a country without H store.

So, I gave a list to my friend. It included two B´s,two Kellys, an Evelyne and a PIcotin plus a clic clac. Of course it was a wish list, so I was hoping there would be one or two of these items I could have the possibility to buy. NOT the whole list at one time.
I have done my home work and read the tips from this forum, so I thought I would now do everything RIGHT. I also added my current collection for the SA to read (very small, few GM shawls, wallet and a necklace beside of few bags). My whole intention was to show him I wasn't just after a Kelly or a Birkin, but have his more "holistic & profound" understanding of the fine world of Hermes ( ).
My friend asked for advice how to dress or what to say/not say in the store. I just told her to be herself, nothing more or less. I had just read the post from another member who had the info from SA that around 70% of the clients in the store are usually re-sellers. So I didn't want my friend trying to be something else which could be interpreted as a fake act and perhaps she would be considered as a re-seller.

So she went to the store. She told me her heart was beating because she was stressed she would do something wrong (at this point I was amused because it IS a bit funny we have to go through so much for this brand, yes an amazing brand, but still..). But the store was quite empty and she found the right SA easily. He was as kind as on the phone and they chatted for a while and my friend told me she wasn't stressed anymore. She felt there was a good connection between her and the SA. But then she handed him the phone with my wishlist...
... and she told me his attitude changed in a second.

He had read my txt msg carefully, said "oh-la-laa". His face was a bit more serious now and he had talked briefly with couple of other SA's. To my friend he told that he would go quickly to check something from the store, then went to another room, checked his computer. To my friend he said that they would not have anything on the list and that he will send info by email to explain how to order a bag. And my friend wen out from the store, feeling very confused.

As was I when she phoned me and described the whole situation. She emphasized that the whole attitude of this SA had changed when he saw my wish list. I can't figure out WHY. First, he asked me to do a wish list. I do it, with few bags (not like tens of them), smaller accessories included, and I also try to show I am not just after a BIrkin.

My dear PF'ers, can you tell me what I did wrong here? Or have we both interpreted the situation somehow wrong..

 

[periogirl28]

Dear ladies, I have a small puzzle for you. I have turned this situation around and around I can't figure out what went wrong..

Ok, here is a bit background info first. I don't have the luxury & luck to have H store in my country (but I do have this lovely community and the world's best re-seller who I totally trust ). However, I have a dear friend who just moved back to a country with one H store. I thought I would try to build some relationship with that store through my friend. And she was kind to visit the store on my behalf (she is a LV girl herself), to try to get a bag for me.

I had prepared the situation a bit because my friend doesn't know anything about H. I called to the store and talked with this male SA who sounded very nice and helpful. He told me that I could give a wish list (yes, a wish list) to my friend and she could come to the store with it so he could see what he can do for me. He said they had some bags in the color I was interested in. He also understood the difficulty I have living in a country without H store.

So, I gave a list to my friend. It included two B´s,two Kellys, an Evelyne and a PIcotin plus a clic clac. Of course it was a wish list, so I was hoping there would be one or two of these items I could have the possibility to buy. NOT the whole list at one time.
I have done my home work and read the tips from this forum, so I thought I would now do everything RIGHT. I also added my current collection for the SA to read (very small, few GM shawls, wallet and a necklace beside of few bags). My whole intention was to show him I wasn't just after a Kelly or a Birkin, but have his more "holistic & profound" understanding of the fine world of Hermes ( ).
My friend asked for advice how to dress or what to say/not say in the store. I just told her to be herself, nothing more or less. I had just read the post from another member who had the info from SA that around 70% of the clients in the store are usually re-sellers. So I didn't want my friend trying to be something else which could be interpreted as a fake act and perhaps she would be considered as a re-seller.

So she went to the store. She told me her heart was beating because she was stressed she would do something wrong (at this point I was amused because it IS a bit funny we have to go through so much for this brand, yes an amazing brand, but still..). But the store was quite empty and she found the right SA easily. He was as kind as on the phone and they chatted for a while and my friend told me she wasn't stressed anymore. She felt there was a good connection between her and the SA. But then she handed him the phone with my wishlist...
... and she told me his attitude changed in a second.

He had read my txt msg carefully, said "oh-la-laa". His face was a bit more serious now and he had talked briefly with couple of other SA's. To my friend he told that he would go quickly to check something from the store, then went to another room, checked his computer. To my friend he said that they would not have anything on the list and that he will send info by email to explain how to order a bag. And my friend wen out from the store, feeling very confused.

As was I when she phoned me and described the whole situation. She emphasized that the whole attitude of this SA had changed when he saw my wish list. I can't figure out WHY. First, he asked me to do a wish list. I do it, with few bags (not like tens of them), smaller accessories included, and I also try to show I am not just after a BIrkin.

My dear PF'ers, can you tell me what I did wrong here? Or have we both interpreted the situation somehow wrong..

My first thought is perhaps that he assumed you wanted EVERYTHING on the list at once. Do you think you could call him back and explain and maybe get your friend to buy something else (non-bag, maybe the Clic Clac) from him first? I think he may have jumped to conclusions which aren't favorable for you. My guess is that he went to the computer to see if you have a purchase history at the store, alas to see if you are a reseller. I hope I am wrong about this situation though. Also, after maybe getting you one bag he may be counting on selling you a whole lot of other items, to establish you as a regular customer. This is how Hermes works in the long run. I think I am correct in that those bags set aside for walk in clients are supposed to be a one off. It's unlikely to be repeated unless you start to purchase other items and this is tracked via their records.

 

[Nankali]

Thank you periogirl for trying to figure this out for me!
You think it is good if I try to call this SA and explain? That I will do!
As for Clic-clac, he told that it is not "on the collection" at the moment (I wanted Etoupe color PHW). My friend assumed that there is a collection that the store manager orders from the main stock and that the color I wanted is not in that collection. That's how it works at Chanel, she told me. But I don't know..

My whole intention WAS to build relationship step by step, buy something smaller few times and eventually a K/B. That is why I added a clic clac and Evelyne/Picotin on the list. I assumed they would even have one of them for me. But the SA offered nothing at all. I only put couple of K´s and B´s on the list so that he can save my wish list and understand better my wishes in the long run.
But like you said periogirl, I was perhaps interpreted wrong..
Will call there today and let you know!

My first thought is perhaps that he assumed you wanted EVERYTHING on the list at once. Do you think you could call him back and explain and maybe get your friend to buy something else (non-bag, maybe the Clic Clac) from him first? I think he may have jumped to conclusions which aren't favorable for you. My guess is that he went to the computer to see if you have a purchase history at the store, alas to see if you are a reseller. I hope I am wrong about this situation though. Also, after maybe getting you one bag he may be counting on selling you a whole lot of other items, to establish you as a regular customer. This is how Hermes works in the long run. I think I am correct in that those bags set aside for walk in clients are supposed to be a one off. It's unlikely to be repeated unless you start to purchase other items and this is tracked via their records.

 

[Nankali]

Btw, any good advice what to say on the phone, to explain?

 

[mistikat]

Btw, any good advice what to say on the phone, to explain?

I don't know which store your friend went to, but my guess is leading off by asking for a Birkin and Kelly (and in your case, two of each) probably meant game over right away. I think it would have been much better if on the first visit your friend had asked for anything but those bags, and explained that you had other things on your wish list that she would be bringing in over time.

It's possible you can change the salesperson's mind over the phone, but I think what came across pretty clearly is that what you want is the Birkins/Kellys and the rest is just some add-ons. There's nothing wrong with that - you want what you want. But in the minds of SAs, it's not a great thing.

 

[Nankali]

I don't know which store your friend went to, but my guess is leading off by asking for a Birkin and Kelly (and in your case, two of each) probably meant game over right away. I think it would have been much better if on the first visit your friend had asked for anything but those bags, and explained that you had other things on your wish list that she would be bringing in over time.

It's possible you can change the salesperson's mind over the phone, but I think what came across pretty clearly is that what you want is the Birkins/Kellys and the rest is just some add-ons. There's nothing wrong with that - you want what you want. But in the minds of SAs, it's not a great thing.

Oh my, I think I did blew it although I tried so hard to make everything perfect. :rain:
And the sad think is that my only goal was NOT to get a Kelly nor a Birkin, I would have been totally happy with a Picotin or an Evelyne as well, or the clic clac. My goal is to gather with time a nice, versatile H collection. Not just a bunch of Birkins and Kellys.
I think my thoughts went wrong when the SA mentioned a wish list. Hah, silly me, I guess I thought about a same kind of a wish list as here on tPF.

Dear Mistikat, if there is any hope I can turn this awful situation upside down and to my favour again, I will call there and discuss with the SA. I don't know if it will make it any better, or maybe even worse, but I have to try. I feel so stupid at the moment.. I had one shot and I blew it.

 

[purselover888]

Oh my, I think I did blew it although I tried so hard to make everything perfect. :rain:
And the sad think is that my only goal was NOT to get a Kelly nor a Birkin, I would have been totally happy with a Picotin or an Evelyne as well, or the clic clac. My goal is to gather with time a nice, versatile H collection. Not just a bunch of Birkins and Kellys.
I think my thoughts went wrong when the SA mentioned a wish list. Hah, silly me, I guess I thought about a same kind of a wish list as here on tPF.

Dear Mistikat, if there is any hope I can turn this awful situation upside down and to my favour again, I will call there and discuss with the SA. I don't know if it will make it any better, or maybe even worse, but I have to try. I feel so stupid at the moment.. I had one shot and I blew it.

Don't be so hard on yourself. There are a million stores and a million SA's

Just start with another SA at the same store. Give them the wishlist minus the B/K and ask for the B/K later after you bought some other stuff.

 

[Nankali]

Don't be so hard on yourself. There are a million stores and a million SA's

Just start with another SA at the same store. Give them the wishlist minus the B/K and ask for the B/K later after you bought some other stuff.

Hi purselover! Well, I may have be too hard on myself, I admit that, but I just feel this was a "million dollar" option for me. I can't get to a H store myself, not if I don't buy flight tickets to another country, plus hotel stay, and unfortunately that is out of the question for me.
In Luxembourg, where my friend lives, there is only one H store, pretty small one. It was empty when my friend was there and the SA negotiated with other SA's. So I am afraid they all know my friend now and it will be useless to try another SA, at least for quite some time.
But putting together dear Mistikat's and your advice, I will call there today and try to make it better, asking for other bags than B/K. Let's see.. Keep the fingers crossed for me, ok!