Treatment in Hermes Stores

[millivanilli]

I can share something about treatment outside an Hermes store:
About 10 days ago I was Christmas shopping in Vienna/Austria with my spouse. And I also wanted to get my orange fix and see if there were any SS17 scarves available. So I checked out the windows and then wanted to enter the store. But the security man just made gestures and did not let me in. Then I noticed an asian looking couple next to the door that seemed to be waiting outside as well (in cold winter weather). Somehow I understand that they want the people who are inside already to have a nice shopping experience. But his behavior was just rude. OK, he might be used to tourists but he did not even try to speak either German or English.
So I queued like the nice girl I am. But then he did not let people in as others left the store and on the other side there was a somewhat elderly lady in a fur coat just cutting the queue and he did not say anything at all. Maybe a super rich regular?
I was furious and disappointed (and still very curious about the new season scarves) and it was quite hard to appear all cool about it towards the man on my side (who does not get the entire orange addiction at all). So we just left, I mastered to make something resembling a smile and asked him where he wants to go next...

Two years into my H journey there still is nothing like having a home store, "my SA" or an H relationship. Whenever I enter a store I am always a bit nervous about the treatment I am going to receive. Well, I enter with more confidence than at the beginning, but the worst is getting bad/aloof treatment when coming with somebody else.

seems to be D-A problem. I'll write you a pm

 

[cherie_cc]

If you pop in there again, ask for Francis. I didn't buy anything there, but she was very nice and showed me quite a few items.

I have the same experience in Hermes Ala moana. It seems that they only have one standard answer (No! We dont have it.) whenever you try to ask something not on display (i only ask for wallet, necklace n bolide, not k,b!!)
Whereas in Waikiki, the SA there will try to look it up on the system for you. I was looking for a necklace which only San Francisco store have it, he even organized to transfer from SF for me.

 

[sldsd]

Vienna as well?
Did you get a reply?

Its the Florence store. I got a reply from the store manager.

 

[Aelfaerie]

I have the same experience in Hermes Ala moana. It seems that they only have one standard answer (No! We dont have it.) whenever you try to ask something not on display (i only ask for wallet, necklace n bolide, not k,b!!)
Whereas in Waikiki, the SA there will try to look it up on the system for you. I was looking for a necklace which only San Francisco store have it, he even organized to transfer from SF for me.

I was at the Ala Moana store last week and had a completely different experience! The SA I worked with patiently showed me every, single maxi-twilly they had in the store (I did end up buying quite a few) and went into the back several times when I requested to see colors that weren't on display (e.g. Herbag, Zoulou). I wasn't even dressed particularly well that day (old gray Asics, Uniqlo polo dress, hotel branded canvas tote).

 

[patches11]

I went into Hermes today dressed pretty regular (jeans, dress boots, dress shirt and full face of makeup) and carrying a small longchamp le pliage nylon and was ignored for the most part. When I go in there with a much more expensive bag or wearing one of my Hermes scarves is a completely different treatment. I also went into LV and Gucci today and got the same treatment. I hate the fact that in order to get good service I have to dress a certain way or carry a certain bag. It shouldnt be that way and personally it takes away the desire for me to buy anything. I dont want to be dressed a certain way in order to get good service, some days I just want to wear something comfy and care free.

 

[Hermezzy]

I really feel that the service in a given H is impacted greatly by the local environment's habits and the general ethos of the geography. My home store is Denver- they are the opposite of pretentious, stuffy, rude, etc...it truly doesn't matter how you look, how often you've been in there, etc.- you get treated well. I find the heavily tourist-y H's to be a bit beleaguered, as can be expected. If I can help it, I try to go on days/times of days that are really slow (when a store first opens on a Monday, for ex.)- it is amazing what a quieter environment can do for creating an atmosphere conducive to chatting and positive repartee.

 

[UmmIbrahim]

I've been to a few Hermes stores around the world and I've never encountered any rudeness - I'd think anyone working at Hermes would both value their job too much and feel the weight of their behaviour reflecting on Hermes' reputation on the whole to be rude... but I always have a feeling I am being appraised when I enter. So whenever I go I am conscious about dressing well. I haven't tried walking into an H wearing flip-flops and pyjama pants, so I don't know how that would work out - maybe I should try!

I think that being afraid of walking into H in pyjama pants is in itself a sign of underlying social issues that need fixing. I understand the argument that H is a high fashion establishment and deserves respect by making an effort to be presentable, but on the other hand I think it's fashion for people and not the other way round - if you feel bad, the weather is awful, or you just really don't want to dress up going shopping - you should, in a free world, be confident not to be judged for being human. Unfortunately, I've heard many stories of people being ignored in luxury stores or even asked to leave if they were not dressed in accordance with the SAs' expectations of standards.

I very much like luxury shopping - the experience, the quality..but it is all the same very sad that a lot of these brands seem like fortressed clubs that don't want or even need any new members - they are happy to serve their vip clientele and the priviledged few and may well be cold to those outside this circle. SAs, though

Unfortunately no Hermes here where i live...i have bought from H online though...the most high end we have is LV and Burberry...LV can feel incredibly intimidating but overall ive had only good experiences and im "known" by a few of the long term SAs...i do try to dress nicer if i know im going into a Lux store...even Nordstroms...vs just going to a regular store (which i admit i rarely do...id rather buy quality)...neway, showing that ur serious helps, not being afraid and acting like you own the place even if ur scared shizless helps...lol. ive had a few coworkers/friends come with me into the local LV...even if just looking because they felt toooo intimidated to go in. Just today i went in to check out the new Spring bags...no intention of buying yet and u told the SA but i was still attended to carefully and respectfully.

 

[UmmIbrahim]

My favorite time to Lux shop is a Monday AM...i work weekends nightshift so ive gone in, in scrubs...noone blinks an eye and perk...almost noone else so they have time to really attend to you

I really feel that the service in a given H is impacted greatly by the local environment's habits and the general ethos of the geography. My home store is Denver- they are the opposite of pretentious, stuffy, rude, etc...it truly doesn't matter how you look, how often you've been in there, etc.- you get treated well. I find the heavily tourist-y H's to be a bit beleaguered, as can be expected. If I can help it, I try to go on days/times of days that are really slow (when a store first opens on a Monday, for ex.)- it is amazing what a quieter environment can do for creating an atmosphere conducive to chatting and positive repartee.

 

[UmmIbrahim]

Alas...its true..
It sorta takes from the spontaneity of shopping...but personally i try to wear something of which ever boutique im going in too. Never had issues with a Longchamp though but my city isnt exactly majorly up the Lux food chain!

I went into Hermes today dressed pretty regular (jeans, dress boots, dress shirt and full face of makeup) and carrying a small longchamp le pliage nylon and was ignored for the most part. When I go in there with a much more expensive bag or wearing one of my Hermes scarves is a completely different treatment. I also went into LV and Gucci today and got the same treatment. I hate the fact that in order to get good service I have to dress a certain way or carry a certain bag. It shouldnt be that way and personally it takes away the desire for me to buy anything. I dont want to be dressed a certain way in order to get good service, some days I just want to wear something comfy and care free.

 

[MSO13]

I went into Hermes today dressed pretty regular (jeans, dress boots, dress shirt and full face of makeup) and carrying a small longchamp le pliage nylon and was ignored for the most part. When I go in there with a much more expensive bag or wearing one of my Hermes scarves is a completely different treatment. I also went into LV and Gucci today and got the same treatment. I hate the fact that in order to get good service I have to dress a certain way or carry a certain bag. It shouldnt be that way and personally it takes away the desire for me to buy anything. I dont want to be dressed a certain way in order to get good service, some days I just want to wear something comfy and care free.

Did you ask for service and were ignored?
Did no one greet you and offer assistance? I'm sorry if that happened.

I guess I don't understand the expectation of service that comes up on this thread so frequently, if I want help I ask for it and if they're rude or inattentive I take my money elsewhere. That goes for any store. How one dresses doesn't matter at my local H but personally I prefer to be ignored till I require assistance.

 

[poptarts]

Did you ask for service and were ignored?
Did no one greet you and offer assistance? I'm sorry if that happened.

I guess I don't understand the expectation of service that comes up on this thread so frequently, if I want help I ask for it and if they're rude or inattentive I take my money elsewhere. That goes for any store. How one dresses doesn't matter at my local H but personally I prefer to be ignored till I require assistance.

I can't speak for others, but while I'm fine to browse on my own until I need assistance. It's always nice to receive a warm hello, or a "please let me know if I can help you with anything".

 

[Nahreen]

I really feel that the service in a given H is impacted greatly by the local environment's habits and the general ethos of the geography. My home store is Denver- they are the opposite of pretentious, stuffy, rude, etc...it truly doesn't matter how you look, how often you've been in there, etc.- you get treated well. I find the heavily tourist-y H's to be a bit beleaguered, as can be expected. If I can help it, I try to go on days/times of days that are really slow (when a store first opens on a Monday, for ex.)- it is amazing what a quieter environment can do for creating an atmosphere conducive to chatting and positive repartee.

Agree, my first visit to my local store was on a Monday outside of the tourist season and that is when I met my SA and ended up getting on the list for a K. I did buy a black KDT and then also said I wanted a KDT in orange to match a future bag, and she put my name on the list for such a KDT and a bag. The rest is historia.

 

[MSO13]

I can't speak for others, but while I'm fine to browse on my own until I need assistance. It's always nice to receive a warm hello, or a "please let me know if I can help you with anything".

I agree and if there's no welcome at the H stores, that's very unfortunate. I've just followed this thread for a few years and pipe in once in a while as I've worked in high end client service for 20 years.

My feeling is that I have to ask for the service I require and also conduct myself in a way that warrants good service. I see many people being exceptionally rude and then complaining about service. Not that the post I was replying to was rude in any way but I do think one should ask for service and not wait for it.

 

[Love Of My Life]

Think many of us would appreciate being acknowledged. SA's know people like to browse & many will ask for help,but nonetheless
these are high end designer boutiques, & customer service should be the name of the game.

 

[its.Katania]

Reading all those stories in this forum i am even more sure i will never ever in life spend my money at that store. If i am expected to pay that amount of money, i demand an out of this world costumer service which you can't seem to get at H. Might be just me though, but the main reason for me to buy luxury is the experience going to the store and being treaded extra special for an hour. I don't understand why people go to such lengths to spent their hard earned money on ****ty customer service for stuff that you can get elsewhere for less with great service.