Treatment in Hermes Stores

[Fan2020]

I won't go into all the points raised in your post HOWEVER as someone who works in retail I have to say that you were in the wrong expecting them to accept you paying with your husbands card irrespective of wether you had the pin or not.
If the card was in your husbands name (ie: stated MR.XXXXX) it cannot be accepted unless in the possession of the person named on the card and used as payment by them.
Also regarding sending you the link to pay-where I work we are unable to do those sort of remote payment links for 'click and collect' type transactions unless the client is a regular and known to us personally, So it seems a little odd that the SA who clearly didn't know you as regular client was happy to let you pay by remote link and collect later in store.

Again. I was simply not aware of an issue to start with. And happy to comply. I am glad I learned and understand the policy now. I am just devastated about how I was treatment.

 

[Fan2020]

I agree here. Rules are put into place for protection.
While the situation escalated in a very unpleasant manner & since Fan2020's husband was sitting
outside this could have been rectified easily.
I don't blame H here.. perhaps the tone of the cashier could have been more professional

My husband did offer to go into the store when I told him about it. But I felt so insulted that I didn't want to be saved from it, I wanted to deal with it myself.

 

[Fan2020]

I won't go into all the points raised in your post HOWEVER as someone who works in retail I have to say that you were in the wrong expecting them to accept you paying with your husbands card irrespective of wether you had the pin or not.
If the card was in your husbands name (ie: stated MR.XXXXX) it cannot be accepted unless in the possession of the person named on the card and used as payment by them.
Also regarding sending you the link to pay-where I work we are unable to do those sort of remote payment links for 'click and collect' type transactions unless the client is a regular and known to us personally, So it seems a little odd that the SA who clearly didn't know you as regular client was happy to let you pay by remote link and collect later in store.
I suspect that the cashier saw as a red flag the fact that from what I understand you processed an online transaction in store (why didn't you just do it online yourself?)then went on to try and purchase something else in the store using the same card which when she checked wasn't in your name.
I think she was in the right and original SA (perhaps desperate to make a sale) was in the wrong.

They didn't have something I wanted in store, so offered to do an online transaction for me, I don't know about that procedure and didn't ask why. I just know item will be delivered to me.
It was dealt with together but as two separate transactions when I pay at the cashier.
I never disputes policy or procedure. Again, I am against the way I was treated, the words was said and how they were said.

 

[DoggieBags]

Really?

I’m baffled. I never pay attention to what card I use - whichever I want the points on - and I have probably charged several hundred thousand dollars at H over the last 20 years on cards with someone else’s name on them.
It’s never even been brought up. I know for sure I spent $20,000 on a card in my husband’s name very recently.

Maybe it depends on where you live but in my city it is normal for people to ask you for photo ID when paying by credit card and the name on your ID has to match the name on the card. They did it at my local hermes for most of the first year I shopped there until I‘d been there often enough that the people at the cashier recognized me and stopped asking. Not every retail establishment does it but they are supposed to.

 

[travelbliss]

Racist? That's the takeaway here? Not that you didn't have your wallet, you didn't have your own credit card, and the store noticed this? You think "profiling" is Hermes requiring a legitimate means of payment at checkout?

There are a lot of feelings you felt, but the facts of the situation don't support a "Naughty Hermes!" narrative. Many of us have been there with a fraud protection glitch, and at most it's inconvenient.

My thoughts too...

 

[Fan2020]

My thoughts too...

It's the difference in treatment between the SA and cashier that made me feel a personal discrimination. It was never explained to me by the cashier why the card was ok second ago but not with her. It felt she decided against it.
Everyone has different opinions. I hope you never run into situation that made you devistated.

 

[Love Of My Life]

My husband did offer to go into the store when I told him about it. But I felt so insulted that I didn't want to be saved from it, I wanted to deal with it myself.

Hindsight is 20/20 as well as behavior.
I don't think the intention was to insult or humiliate you, just to explain the policy
which is done to protect you as well as H. There is no H shaming here because
a policy is in place. You need to put this in perspective, IMO as your emotions are
all wrapped up in the words you are using.
The conversation & tone escalated which was not to your liking & at that point perhaps
you just should have taken a step back , excused yourself & called your husband.

 

[eagle1002us]

This experience with her left a great deal to be desired. I wonder if SA will be more in-tuned to customers now that it’s greatly appointment based.


I try to kill people like her with kindness.

Thinking of returning to Paris sometime this year I am wondering whether to contact her or not. I have some purchase history at FSH. If I got someone else as an SA that might be a blessing.

I don't know if I mentioned this in my previous post but I have trouble with depth perception, an eye problem. Stairs are very hard b/c I can't see when one step ends and the other begins. Circular stairs are even worse. The SA loves using stairs she's a nimble person. Hates the elevator. Going up stairs isn't quite so bad but for me, down is something making me pause at every step judging how far to step down. I love the elevator. I didn't say anything to her, I just ignored her irritation. She can't be killed with kindness b/c she just ignores it.

 

[eagle1002us]

The cashier I

Again, I am happy to comply with their policy. The cashier treated me badly which made me want to just leave the store. If she explained the store policy is for the card owner to authorise or be present for a transaction, it would have been resolved easily as he was just outside in the car.
I was in shock so I didn't think of that, and just agreed to whatever she suggested. But everything she said and the tone she used was discriminating - she already assumed there was a fraud situation.
I just didn't expect such to happen, and has been in shock. For crying out loud, I have purchase history with the store especially being over the moon to be able to buy a Birkin two weeks ago from this store, I don't understand her negative character framing, how she treated me.

Your husband was in the car with the baby? Call him and get him to come into the store and use his card.

 

[pasdedeux1]

Maybe it depends on where you live but in my city it is normal for people to ask you for photo ID when paying by credit card and the name on your ID has to match the name on the card. They did it at my local hermes for most of the first year I shopped there until I‘d been there often enough that the people at the cashier recognized me and stopped asking. Not every retail establishment does it but they are supposed to.

I get carded very rarely; I want to say the only time I have been recently was at the Apple store. I am pretty well known in the H stores I frequent, so that wouldn't surprise me.

That said I do recall showing my passport often when shopping internationally.

 

[Fan2020]

Hindsight is 20/20 as well as behavior.
I don't think the intention was to insult or humiliate you, just to explain the policy
which is done to protect you as well as H. There is no H shaming here because
a policy is in place. You need to put this in perspective, IMO as your emotions are
all wrapped up in the words you are using.
The conversation & tone escalated which was not to your liking & at that point perhaps
you just should have taken a step back , excused yourself & called your husband.

On hindsight, there was definitely character framing and discrimination.
I agree with you, should have removed myself from the situation as soon as I felt the negativity towards me. I was in a bit of a shock to be honest, I felt sucked in and couldn't get myself out of the situation.

 

[Love Of My Life]

On hindsight, there was definitely character framing and discrimination.
I agree with you, should have removed myself from the situation as soon as I felt the negativity towards me. I was in a bit of a shock to be honest, I felt sucked in and couldn't get myself out of the situation.

Hermes has a protocol in place. The big picture here is that you were not
using your own personal "credit card" & to the cashier that was a red flag
Don't know if you are looking at your "role" in this episode objectively.
Character framing & discrimination just don't seem to be the appropriate
words that fit the experience, IMO & as many have said the tone & words used were not necessary
& it escalated to a place that it should not have gone & hence your emotions are still raw

 

[OriginalBalenciaga]

@Fan2020 I'm so sorry you had an upsetting experience. Everyone deserves to feel welcomed and appreciated. And luxury shopping should be fun...this sounds like the opposite! Whenever you're ready I hope you are able to find another SA or store, and in the meantime enjoy your purchases

 

[Fan2020]

Hermes has a protocol in place. The big picture here is that you were not
using your own personal "credit card" & to the cashier that was a red flag
Don't know if you are looking at your "role" in this episode objectively.
Character framing & discrimination just don't seem to be the appropriate
words that fit the experience, IMO & as many have said the tone & words used were not necessary
& it escalated to a place that it should not have gone & hence your emotions are still raw

We are arriving at agree to disagree with you. I take full responsibility of my part of the responsibility. It was niaev and ignorant of me to turn up with my husband's credit card ( I am sorry I have been living in a bubble, and never imagined any issue would raise from it). It was clear the cashier had some negative experience in the past. Her interaction with me was prejudiced and unjust which expressed through the words and tone chosen to communicate with me - clear and text book discrimination.
Let's be clear. There was the policy and there was the way of communication. And I am against the latter.

 

[Fan2020]

We are arriving at agree to disagree with you. I take full responsibility of my part of the responsibility. It was niaev and ignorant of me to turn up with my husband's credit card ( I am sorry I have been living in a bubble, and never imagined any issue would raise from it). It was clear the cashier had some negative experience in the past. Her interaction with me was prejudiced and unjust which expressed through the words and tone chosen to communicate with me - clear and text book discrimination.
Could I have responded better to such discrimination? Yes! As I said, should have removed myself immediately. But it was never the less discrimination (and probably rasim) !
Let's be clear. There was the policy and there was the way of communication and treatment. And I am against the latter.