Treatment in Hermes Stores

[newbiebag]

I went to Hermes Houston again today because they got in a 25cm Birkin and I wanted to see the size. So it's 104 degrees outside. When I stepped into the store and went to the back to view the bag in the changing room, my PM Ulysses started reeking of skunk smell even though I Flowerbombed that thing to death. To ease the awkwardness, I told my SA that yeah, the smell is not from me, it's from the agenda cover. He smelt it and agreed that it reeked. He offered to have it sent back to Paris for replacement free of charge since the leather was faulty. I was surprised because I told him that I spray it with perfume in effort to mask the smell and because of that I didn't think it was exchangeable/returnable. Because I didn't intend on returning the agenda cover, I didn't bring the original packaging or receipt with me. He said it didn't matter, he can look it up in their system. So after viewing the bag, he had me filled out the repair request and he even offered me a sturdy dust bag and shopping bag to put all my receipt and spare things in so I wouldn't have to leave the store with all my knicknacks in my hand. He was really thoughtful. I recommend HOP Houston because they stand behind their product even though I had purchased it on Hermes.com and not directly at their store. I also recommend my SA Adam who is down to earth and one of the sweetest person I've had the pleasure to work with.

 

[megt10]

I went to Hermes Houston again today because they got in a 25cm Birkin and I wanted to see the size. So it's 104 degrees outside. When I stepped into the store and went to the back to view the bag in the changing room, my PM Ulysses started reeking of skunk smell even though I Flowerbombed that thing to death. To ease the awkwardness, I told my SA that yeah, the smell is not from me, it's from the agenda cover. He smelt it and agreed that it reeked. He offered to have it sent back to Paris for replacement free of charge since the leather was faulty. I was surprised because I told him that I spray it with perfume in effort to mask the smell and because of that I didn't think it was exchangeable/returnable. Because I didn't intend on returning the agenda cover, I didn't bring the original packaging or receipt with me. He said it didn't matter, he can look it up in their system. So after viewing the bag, he had me filled out the repair request and he even offered me a sturdy dust bag and shopping bag to put all my receipt and spare things in so I wouldn't have to leave the store with all my knicknacks in my hand. He was really thoughtful. I recommend HOP Houston because they stand behind their product even though I had purchased it on Hermes.com and not directly at their store. I also recommend my SA Adam who is down to earth and one of the sweetest person I've had the pleasure to work with.

That is awesome to hear. I am so happy for you.

 

[Mindi B]

newbie, that is excellent and just what should have happened! That leather issue is well-known by Hermes and I am really happy to hear you will get a smell-free replacement. Yay!

 

[bakeacookie]

Although I've always received good service at SCP, I've noticed they've really stepped up the friendliness factor when they gushed over a customer's children, which I thought was sweet. Also, the service at my local store can be hit or miss and is actually infamous for its coldness, but everyone is much more welcoming and friendly when the manager is there. So maybe Hermes is working on customer service?

I'm a newbie to H and I'm glad to hear SCP has gotten better in terms of customer service.

I've had great experiences so far with the staff there, and I've been told the appreciate me dropping by and willing to leave and come back at a later time in day when it's not so hectic.

 

[megt10]

I'm a newbie to H and I'm glad to hear SCP has gotten better in terms of customer service.

I've had great experiences so far with the staff there, and I've been told the appreciate me dropping by and willing to leave and come back at a later time in day when it's not so hectic.

I always try and get there early and on a weekday. It certainly helps when they aren't crazy busy. Since it's a schlep for me to get there I always confirm that my SA is going to be there.

 

[bakeacookie]

I always try and get there early and on a weekday. It certainly helps when they aren't crazy busy. Since it's a schlep for me to get there I always confirm that my SA is going to be there.

On my rare weekdays off I do try to go in, but I typically go early on weekends.

For SCP, would it be best to work with one SA? I've worked with 3 almost on rotation with my purchases (depending on who's there and when I decide to drop by). One of them is always busy, but the other two are always helpful when they're available.

 

[tonkamama]

I always try and get there early and on a weekday. It certainly helps when they aren't crazy busy. Since it's a schlep for me to get there I always confirm that my SA is going to be there.

On my rare weekdays off I do try to go in, but I typically go early on weekends.

For SCP, would it be best to work with one SA? I've worked with 3 almost on rotation with my purchases (depending on who's there and when I decide to drop by). One of them is always busy, but the other two are always helpful when they're available.

Megt, I am the same way, always visiting my local boutique early in the morning before the rush hour starts... my SA appreciates me doing that because she wants to make sure her customers are being taking care of with her full attention and I am making it easy for her to achieve her customer service goal.


bakeacookie ~ I cannot speak for SCP because it is not the one I go to. However, personally I feel it is always better to work with just one that you feel comfortable with. I do this all the time, not just with H, I work with the same SA at dept store like NM and I have one sweet SA at Chanel.

 

[bakeacookie]

Megt, I am the same way, always visiting my local boutique early in the morning before the rush hour starts... my SA appreciates me doing that because she wants to make sure her customers are being taking care of with her full attention and I am making it easy for her to achieve her customer service goal.


bakeacookie ~ I cannot speak for SCP because it is not the one I go to. However, personally I feel it is always better to work with just one that you feel comfortable with. I do this all the time, not just with H, I work with the same SA at dept store like NM and I have one sweet SA at Chanel.

I'll try doing that next time. There's one I do like working with because she's been sweet to me. I'm just afraid she might move to another boutique or something and I'll have to start the process all over again. (It's happened to me at LV, luckily there's someone there to transition me to another SA that I'll like).

 

[tonkamama]

I'll try doing that next time. There's one I do like working with because she's been sweet to me. I'm just afraid she might move to another boutique or something and I'll have to start the process all over again. (It's happened to me at LV, luckily there's someone there to transition me to another SA that I'll like).

bakeacookie - I fear for the same thing that my lovely SA will leave me some day....(lol) as I adore her. I had this happened to me with my long time LV SA too, she moved to a different location. Luckily I found another sweet and friendly SA to work with right away.

 

[megt10]

On my rare weekdays off I do try to go in, but I typically go early on weekends.

For SCP, would it be best to work with one SA? I've worked with 3 almost on rotation with my purchases (depending on who's there and when I decide to drop by). One of them is always busy, but the other two are always helpful when they're available.

I think working with one SA is the best thing to do.

Megt, I am the same way, always visiting my local boutique early in the morning before the rush hour starts... my SA appreciates me doing that because she wants to make sure her customers are being taking care of with her full attention and I am making it easy for her to achieve her customer service goal.


bakeacookie ~ I cannot speak for SCP because it is not the one I go to. However, personally I feel it is always better to work with just one that you feel comfortable with. I do this all the time, not just with H, I work with the same SA at dept store like NM and I have one sweet SA at Chanel.

I do the same thing. When I find an SA that I love then I am very loyal to them and in return they have been great to me as well.

I'll try doing that next time. There's one I do like working with because she's been sweet to me. I'm just afraid she might move to another boutique or something and I'll have to start the process all over again. (It's happened to me at LV, luckily there's someone there to transition me to another SA that I'll like).

That is understandable. However, I have been working with Thomas long enough and the other SA's have seen me enough to know when I walk in that I am there to see Thomas. So the other SA's know who I am at least and if he were to leave I am sure that one of them would be recommended by my current SA as someone that would be a good fit to take over. All the SA's seem nice and if you choose one to work with I am sure that your loyalty to that SA would go a long way in them going out of their way to find the things that you are looking for.

 

[bakeacookie]

I think working with one SA is the best thing to do.

I do the same thing. When I find an SA that I love then I am very loyal to them and in return they have been great to me as well.


That is understandable. However, I have been working with Thomas long enough and the other SA's have seen me enough to know when I walk in that I am there to see Thomas. So the other SA's know who I am at least and if he were to leave I am sure that one of them would be recommended by my current SA as someone that would be a good fit to take over. All the SA's seem nice and if you choose one to work with I am sure that your loyalty to that SA would go a long way in them going out of their way to find the things that you are looking for.

Thanks! I'll be making a purchase for my birthday next month so I'll definitely pick the SA who's always nice to me when I'm there.

 

[bedhead]

I've been to the NYC Madison Avenue location several times in the past few months. Every time, I have been met with smiles and friendliness. Today was no exception - we had to wait a bit at the bracelet area because it was busy, but one of the managers came over and helped me with a micro Kelly, and then I asked to see some bags downstairs. We went down and he ended up finding me the exact bag I was looking for, a Bleu Electrique Evelyne. We ended up buying a couple of watch straps from them too (for non-H watches - my husband and I are watch collectors). Even when we have been in the store just browsing in the past, everyone there has been very nice. We had a similar experience at New Bond Street in London. I guess they both get a lot of tourists so maybe they try to be extra nice?

One thing I noticed was at a couple of other stores on Madison - they definitely were a lot friendlier than usual when we walked in with a big orange H bag!

 

[bakeacookie]

I had good service in New Bond Street too, got my first H bag from them and it was a blast (and the day before Christmas Eve, lol crazy packed!) . Can't say the same for Selfridges' Hermes, even though the bag I was looking for was in the glass case and I specifically asked for it, he didn't want to take it out. Just told me the price and looked at me like I couldn't afford it.

And that goes for any place in the world! They see that orange H shopping bag and they are extra friendly and helpful (especially from the most snooty Chanel SA who wouldn't help me prior, until I came back with an H bag. Suddenly, trays hidden in cupboards came out.)

 

[bedhead]

I had good service in New Bond Street too, got my first H bag from them and it was a blast (and the day before Christmas Eve, lol crazy packed!) . Can't say the same for Selfridges' Hermes, even though the bag I was looking for was in the glass case and I specifically asked for it, he didn't want to take it out. Just told me the price and looked at me like I couldn't afford it.

I had a similar experience in the Hermes section in Selfridges. They were extremely snooty, even with bracelets. I still bought one though because with the exchange rate and VAT back it's a bit cheaper, and they had the color I wanted when NBS didn't.

And that goes for any place in the world! They see that orange H shopping bag and they are extra friendly and helpful (especially from the most snooty Chanel SA who wouldn't help me prior, until I came back with an H bag. Suddenly, trays hidden in cupboards came out.)

I'm starting to think I should carry one around with me while I'm shopping all the time!

 

[hermes_obsessed]

I think I'm spoiled; my home store is Charlotte, NC and while the selection might be small, my SA and SM work very hard to find what I need. I was recently in LA and went to the Beverly Hills store and while everyone was nice, it took FOREVER to get some help. I must have stood at the scarf counter for 10 minutes until someone helped me; contemplated waving my Amex around like a flag to let them know I was serious.