Treatment in Hermes Stores

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#3,692
papertiger said:
A H-loving friend and I were also once advised to look online for a particular item on one occasion. He's actually a very nice, cheerful SA and I think he meant it with good intentions BUT when you've traveled to a flagship store you kinda expect something a bit more er...helpful. It also demonstrated H employees don't know the h.com very well either judging by his attempt to navigate it.

We also don't know what's been said to staff during training. My SA is sworn to secrecy by HO about certain things when a) they are clearly already for sale on h.com for our country and/or b) H employ a PR agency famous for soft launching and liaising with influencers on social media and whatever is all over the Net and has been for weeks.
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:biggrin:
 
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#3,693
PJW5813 said:
That's very interesting.
Is it your understanding that an item showing as available on-line would not necessarily be available for a walk-in store to get for a client?
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Generally the stock is kept separate. In some countries the store can order on behalf of a customer, in others the store are just a pick up point for online orders made by the customers. And in other countries there is no online store at all.
 
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#3,694
PJW5813 said:
That's very interesting.
Is it your understanding that an item showing as available on-line would not necessarily be available for a walk-in store to get for a client?
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Certain items will have launch dates in store and therefore cannot be discussed but nonetheless are currently available online usually unbeknown to the SA
 
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#3,695
papertiger said:
Certain items will have launch dates in store and therefore cannot be discussed but nonetheless are currently available online usually unbeknown to the SA
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Could you expand on this point please? I’ve always found my SA and SM very upfront and open with bags and accessories and knowledgeable in regards to products available on line as well.
 
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#3,696
okiern1981 said:
Could you expand on this point please? I’ve always found my SA and SM very upfront and open with bags and accessories and knowledgeable in regards to products available on line as well.
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It's not a question of knowledgeable or open, it's about being sworn to secrecy by head office until a certain (launch) date. It's a total surprise to the SA they're for sale on line already etc.
 
#3,697
papertiger said:
It's not a question of knowledgeable or open, it's about being sworn to secrecy by head office until a certain (launch) date. It's a total surprise to the SA they're for sale on line already etc.
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Then may I make the presumptive guess you’re referring to scarves? Those policies don’t apply to leather goods.

I’m not coming for you, I’m trying to ascertain exactly what you’re trying to say in regards to product lines.
 
#3,698
papertiger said:
A H-loving friend and I were also once advised to look online for a particular item on one occasion. He's actually a very nice, cheerful SA and I think he meant it with good intentions BUT when you've traveled to a flagship store you kinda expect something a bit more er...helpful. It also demonstrated H employees don't know the h.com very well either judging by his attempt to navigate it.

We also don't know what's been said to staff during training. My SA is sworn to secrecy by HO about certain things when a) they are clearly already for sale on h.com for our country and/or b) H employ a PR agency famous for soft launching and liaising with influencers on social media and whatever is all over the Net and has been for weeks.
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I agree that sometimes being told to look online for an item may be coming from a kind-hearted place. I had a SA who kept stringing me along to get an accessory item, and so I was very grateful when another SA who was helping me with a spa payment told me that they rarely get this item in and therefore I should stalk the website and purchase there if I see it pop up. On one hand, it is very helpful to be assisted with making a purchase when the item can be easily obtained, but it is also nice when SA are willing to forego the eventual commission to let the customer have better satisfaction by receiving the item sooner through a website order. I suppose being told that they cannot help you and you should order through the website can be interpreted in multiple ways (the SA doesn’t want to help, the SA does want to help, the SA just does not know much about the inventory, etc), and our own interpretation of these situations may change depending on personal factors as well (expectations, having a good day/bad day, etc).
 
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#3,699
I wondered if SAs have to sign a full on NDA. There must be some SAs who would be able to write one fun behind the scenes of H book.

papertiger said:
A H-loving friend and I were also once advised to look online for a particular item on one occasion. He's actually a very nice, cheerful SA and I think he meant it with good intentions BUT when you've traveled to a flagship store you kinda expect something a bit more er...helpful. It also demonstrated H employees don't know the h.com very well either judging by his attempt to navigate it.

We also don't know what's been said to staff during training. My SA is sworn to secrecy by HO about certain things when a) they are clearly already for sale on h.com for our country and/or b) H employ a PR agency famous for soft launching and liaising with influencers on social media and whatever is all over the Net and has been for weeks.
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#3,700
okiern1981 said:
Then may I make the presumptive guess you’re referring to scarves? Those policies don’t apply to leather goods.

I’m not coming for you, I’m trying to ascertain exactly what you’re trying to say in regards to product lines.
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I don't know how to explain it any better, it doesn't seem that big deal to me.

H have many different product lines (plenty non-bag/SLG). Personally, I buy across all the departments as do many others reading I'm sure. I'm relating my shopping experiences not H policy. I have been treated to previews of products before officially supposed to be allowed to go on sale and I have also asked to see various things I was apparently not even supposed to be aware of, even though they are already up on h.com. I don't think it has anything to do with being specifically to do with the scarf or any one dept. I think it has to do with H retail not knowing/being in sync the schedule of general marketing and the online store (There are sometimes differences, but in Europe there are different countries with access within the one website site too)

I should also add I am most careful that If the info is only on the tPF forum I keep my mouth shut, (for instance the knowledge of new scarves from the season to come threads) but if I see things on the catwalk, vid campaign, Le Monde or a fashion magazine or commercial blog, or available though h.com I feel perfectly at liberty to approach and discuss whatever's already in the public domain. It may come as a surprise to us, but not all H employees go home and look at H products all evening on-line hence why some SAs may not know. Plus, in the Hierarchical world of the H-store, some SAs/SMs can make decisions about all sorts and some SAs have to ask. If an SA/SM is the kind that has to ask, the answer is often going to be 'by the book' or whatever has been discussed in that morning's meeting.

I hope I have clarified
 
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#3,701
papertiger said:
You're welcome to join in at Hermes forum and state your opinion (even if you don't own anything H or mostly hang out in other forums) but there's a way of saying things to be helpful and another of coming across as rude. In the future please be mindful of the community you have decided to join-in with. This thread is about the treatment in H stores and not about the merchandise.



I don't find it funny. It's quite insulting to may of the many members in this forum and beyond.
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Really? Maybe lighten up a bit? It’s just a brand, it’s not life. I totally agree with WonderWoman. If I’m spending that kind of money, the clerk better treat me like I hung the moon.
 
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