Treatment in Hermes Stores

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#3,601
If this is not the right place to put it, I apologize. I have a question about returning an item purchased from a Hermes store.

A good friend (and a Hermes addict) and I were chatting yesterday and she mentioned that her sister, who is a VIP at one of the U.S. Hermes stores, once got denied a K28 which her SA was already wrapping up (it was the SM that didn't approve it), because she recently exchanged a wallet because she changed her mind. The wallet was never used, and the other wallet that she exchanged it for was more expensive and she ended up paying the difference. Is this common practice, that a return is viewed unfavorably and is counted against you? Thanks in advance.
 
#3,602
This isn't impossible. Similar stories crop up from time to time. However, this is not common practice--and if it were common practice for a particular boutique/SM, that location should be avoided. That said, I do read a surprising number of posts by people who have purchased something and are debating whether to keep it. Of course we may change our minds occasionally, but I think doing so too often with Hermes, given the relative scarcity of the items and the high demand, is unwise from a relational perspective. That is, it can annoy your SA/SM!
 
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#3,603
Mindi B said:
This isn't impossible. Similar stories crop up from time to time. However, this is not common practice--and if it were common practice for a particular boutique/SM, that location should be avoided. That said, I do read a surprising number of posts by people who have purchased something and are debating whether to keep it. Of course we may change our minds occasionally, but I think doing so too often with Hermes, given the relative scarcity of the items and the high demand, is unwise from a relational perspective. That is, it can annoy your SA/SM!
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Thank you Mindi, what you said makes sense... and I just scrolled up and saw your update. Am sending positive vibes to you! ! ! :hugs::hugs:
 
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#3,605
Ang-Lin said:
If this is not the right place to put it, I apologize. I have a question about returning an item purchased from a Hermes store.

A good friend (and a Hermes addict) and I were chatting yesterday and she mentioned that her sister, who is a VIP at one of the U.S. Hermes stores, once got denied a K28 which her SA was already wrapping up (it was the SM that didn't approve it), because she recently exchanged a wallet because she changed her mind. The wallet was never used, and the other wallet that she exchanged it for was more expensive and she ended up paying the difference. Is this common practice, that a return is viewed unfavorably and is counted against you? Thanks in advance.
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Does the sister still shop at this Hermes place ? How did she react ?
 
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#3,606
leuleu said:
Does the sister still shop at this Hermes place ? How did she react ?
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Hi Leuleu - that's a good question. This happened quite recently and up until then (for at least a couple of years now) my friend's sister has had a pretty good relationship with her SA and a good 'track record' (if you want to call it that :shocked:) of purchasing different pieces from the store. This is her first return ever and it was definitely strange. I need to ask her if she's going to go back to that store... it's not even her local store and she does have to make a trip out there every time.
 
#3,607
Ang-Lin said:
Hi Leuleu - that's a good question. This happened quite recently and up until then (for at least a couple of years now) my friend's sister has had a pretty good relationship with her SA and a good 'track record' (if you want to call it that :shocked:) of purchasing different pieces from the store. This is her first return ever and it was definitely strange. I need to ask her if she's going to go back to that store... it's not even her local store and she does have to make a trip out there every time.
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Thank you very much for your answer.
 
#3,608
Was finally acknowledged in the Madison boutique for the first time the other day. Granted, the shoe department was completely empty so the SA would have had a hard time ignoring me. She was really very nice, but I will still be giving my business to my "home" boutique because I am loyal to my SA. I wasn't acknowledged in the leather department downstairs until I actively started poking around and trying on a GP 36. They didn't have the color I was looking for.
 
#3,609
Ang-Lin said:
If this is not the right place to put it, I apologize. I have a question about returning an item purchased from a Hermes store.

A good friend (and a Hermes addict) and I were chatting yesterday and she mentioned that her sister, who is a VIP at one of the U.S. Hermes stores, once got denied a K28 which her SA was already wrapping up (it was the SM that didn't approve it), because she recently exchanged a wallet because she changed her mind. The wallet was never used, and the other wallet that she exchanged it for was more expensive and she ended up paying the difference. Is this common practice, that a return is viewed unfavorably and is counted against you? Thanks in advance.
Click to expand...

I don't know if it was because it was leather goods or it was your store, but I had no issues exchanging a scarf. It was my second time in the store and they offered me my dream Birkin from my wishlist. They even knew about the exchange in advance and went slightly outside the 30 day return window to accommodate me (since I had an appointment scheduled and live 3 hours from the store).

I am in no way a seasoned customer and especially not a VIP. If it was me and I was denied at the last minute, I would have asked the SM why (tactfully and politely of course) the reason and time window so it wouldn't happen again.

That stinks...especially since your friend's SA was practically wrapping up the item. Shame on the store....they shouldn't have offered her if that was the issue to begin with. If it was an issue at checkout, the SM should have given a VIP a warning but still made the sale. Seems unprofessional to refuse a sale at checkout....especially to a VIP.
 
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#3,610
All, I see a common thread here, having just read through the last 6 months of posts on this thread. It seems that customers are consistently treated very well when they make an appointment. Perhaps that gives the SAs a good chance to refresh what they know about the customers' sales history and wish lists, so the SAs can do a more professional job. In any event, making an appointment or just giving a heads up about a planned visit is a very courteous and respectful way to deal with anyone, and who wouldn't want that?
 
#3,611
The time isn't right yet for me for B/K and when it is, I highly doubt I'll get one from my local store since I'm not a VIP type spender. I've made appointments every time I visited and each time the SA was very helpful and patient. The last time I saw her, we spent more time shooting the breeze than the actual time to figure out my purchases. It was only when her next appointment (or maybe her VIP) showed up that we wrapped things up. So yes, I agree, I think making an appointment is more conducive to a better experience.
 
#3,612
DR2014 said:
All, I see a common thread here, having just read through the last 6 months of posts on this thread. It seems that customers are consistently treated very well when they make an appointment. Perhaps that gives the SAs a good chance to refresh what they know about the customers' sales history and wish lists, so the SAs can do a more professional job. In any event, making an appointment or just giving a heads up about a planned visit is a very courteous and respectful way to deal with anyone, and who wouldn't want that?
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I agree that an appointment is probably conducive to having the best experience. I always give my SA a heads up of when I am coming in and what items I am interested in so she can pull them and set them aside in advance. It definitely gives her more time to prepare and allows everyone to maximize efficiency. But SAs should also be well prepared to serve walk-ins since Hermes is not a by appointment only store. And being nice to walk-ins is how they get new clients!
 
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#3,613
I'm not a VIP spender either. I just pop in every now and then and if I see my SA I'll have a chat with her. Sometimes I'll buy something sometimes I don't. However my SA has been very nice even when I didn't get anything.
Also all of the SAs at my boutique have been very nice and accommodating to my 4 year old as well. Every time she goes she gets showered with sweets. She gets lollipops so often that she used to think Hermes was a lollipop shop (probably only person in the world who thinks that)
My SA also helped my girl try on a twilly. Now I got to start a twilly collection for her lol
 

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#3,614
My home store is in another country so I definitely schedule an appointment. I usually give her about five weeks notice and she is able to start gathering things I like.

The bottom line is that there is no downside to letting them know you will be dropping by and what you may be looking for.
 
#3,615
EllenTsai said:
I'm not a VIP spender either. I just pop in every now and then and if I see my SA I'll have a chat with her. Sometimes I'll buy something sometimes I don't. However my SA has been very nice even when I didn't get anything.
Also all of the SAs at my boutique have been very nice and accommodating to my 4 year old as well. Every time she goes she gets showered with sweets. She gets lollipops so often that she used to think Hermes was a lollipop shop (probably only person in the world who thinks that)
My SA also helped my girl try on a twilly. Now I got to start a twilly collection for her lol
Click to expand...
awww... too cute!!
 
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