Treatment in Hermes Stores

[sherrysi]

LOL this is getting ridiculous and petty.

Obviously none of us were there to witness everything, nor was there a recording or any physical evidence, so no one can actually say definitively right or wrong. How much time should we actually spend on arguing about "maybe this person thought that"?

I'm sure everyone has better and more enjoyable things to do. Let's move on.

 

[eagle1002us]

I have never been asked for photo ID when buying something by credit card (in Europe I showed my passport to get tax forms but that's different). I also used my DH cc all the time with no incidents.

I remember the first time I was in the process of buying a birkin and various other items at WS, the cashier/SA said "your card's been declined." I understand that moment of embarrassment -- does she think I have no credit, not payed my bill etc. But it was a moment. I immediately called Chase (this was when they had people who answered the phone) and was told it was flagged because of the amount. The Chase person stayed on the phone with me, while the SA rang up the purchase. After that, I'd call them and let them know I was making a large purchase. Soon, though, they got to know my purchase habits and it was never an issue.

I think if the SA said to me "your card's been declined because of fraud issues" I would have felt very differently. It sounds as if the cashier was suggesting OP was somehow involved in attempted fraud? IDK. Fraud is a loaded word. No reason not to simply say "it's our policy to require the presence of the cardholder." Period.

Not clear what was actually said here. And dummy me, I never knew of this policy either.

CC's generally have spending limits per day. One would think that if they had a card that had a lot of credit available, a person could spend all that. Nope, not necessarily. As @lulilu said, a call to the bank to inform them that you'll be spending a certain amount is a good idea.

But when a person wants to splurge and go over those daily limits, I'm not quite sure how they're supposed to make that happen. Birkins and kelly purchases can easily trigger those limits.

I think that attention to limits by banks is something that got instituted by the 2008 financial crisis which came about in part b/c of easy credit. So it's not a reflection on anybody it's a bank policy. Mortgage lending also is much more cautious after that 2008 financial crisis.

 

[EmilyM111]

Has anyone had bad experience with Hermes shops?

I was made feel humiliated and embarrassed by the cashier at Sloan square branch in London UK. She insulted, humiliated, embarrassed and bullied me. She was clearily discriminating against me and probably being racist.

The SA helped me a put an online transaction through a credit card which had my husband's name on. I payed with a card machine and used PIN. She left me with the cashier to process purchase of a pair of Paris loafer of 830 pounds.
The cashier rejected this same credit card moments later and said due to 'fraud reason' she won't do transaction because I was using husband's card. That was a slap.on the face when I have been shopping there for a while and was carrying the Birkin bag I bought from that shop just a couple of weeks ago. And the fact that she implied I could be a fraud was shocking to me. She might have had bad experiences before, but it was wrong to profile customers and discriminate (maybe she was racist as well?) I felt completely insulted and embarrassed.

When she was aware that I don't have other ways to pay - I left my debit card at home and my credit card happen to be maxed out. She went, 'maybe your husband could transfer some money to you.' I have never been in a situation when I was not able to pay or afford an item, and I happen to forgot my wallet that's why using husband's credit car and he was in the car with my baby outside. she was disrespectful to me and belittling me. By this point I was being very apologetic, and feeling completely humiliated.

She then suggested to send me an online link to pay - which the shops do for customer not present transactions during lock down period. When I agreed and went along with her suggestion, she bullied me further and said, 'you need to use your own card though'. I could NOT believe she felt the need to twist the dagger she stab in me to inflict more pain.

When I accepted that too and just want it over with (I mean of course I can afford it, why else would I be shopping here with my Birkin), she then shouted across the floor to get attention of SA who helped me. I tried to contain the situation as there are a few SAs and customers on the floor and I was already devastated.

She complained to me 'the SA should have given me the details but you see she didn't'. She made me write down all of my personal details on a piece of paper. It seemed she might have problem with the SA, maybe she expect the SA to stand next to her when she does a transaction, but it is unprofessional to display that negativity in front of customer. She was also in breach of GDPR personal data protection.

She then asked me to come back to the store to pick up the item after online payment (as I told her I will pay in the evening ). By that point I couldn't help rolling my eyes. I told her to send the item to me. But I had to tell her more than once as she was being passive agreeing saying 'you are welcome to pick it up anytime that is convenient to you '. That was pretty much the nicest thing she said to me, dispite I made my preference dead clear to her already and had to reiterate - post to me.

Due to her unprofessionalism actions, I felt the need to ask her to distory the personal detail I left to her after she finished using it to process online link, as my right under personal data protection . But every time I tried to speak, she talked over me. I had to say, 'can I please finish', for her to stop her loudly talking over me.

I have raised a formal complain to Hermes. I respect their payment policy but I am against how badly I was treated, it was about what the cashier said to me and how she said them. I am suspending any shopping with Hermes at the mean time.

I feel sorry this happened to you. Whilst I can't relate to the behaviours of the SAs and cashiers (never happened to me), I was once in the situation where had 2 cards - in my maiden name and married name and couldn't purchase a bag at New Bond Street store (and that I was offered a Kelly as a walk in ) - however thanks to the forum, I was aware that was a normal situation.

 

[Fan2020]

I have never been asked for photo ID when buying something by credit card (in Europe I showed my passport to get tax forms but that's different). I also used my DH cc all the time with no incidents.

I remember the first time I was in the process of buying a birkin and various other items at WS, the cashier/SA said "your card's been declined." I understand that moment of embarrassment -- does she think I have no credit, not payed my bill etc. But it was a moment. I immediately called Chase (this was when they had people who answered the phone) and was told it was flagged because of the amount. The Chase person stayed on the phone with me, while the SA rang up the purchase. After that, I'd call them and let them know I was making a large purchase. Soon, though, they got to know my purchase habits and it was never an issue.

I think if the SA said to me "your card's been declined because of fraud issues" I would have felt very differently. It sounds as if the cashier was suggesting OP was somehow involved in attempted fraud? IDK. Fraud is a loaded word. No reason not to simply say "it's our policy to require the presence of the cardholder." Period.

Not clear what was actually said here. And dummy me, I never knew of this policy either.

What you said was spot on! thank you ❤

 

[Fan2020]

Perhaps the cashier was actually annoyed at the sales lady who ignored protocol for your first purchase, could even be an ongoing issue between the sales lady and other staff, and the cashier took it out on you. Perhaps as cashier the ‘buck stops with her’ in terms of credit card protocol, and she resents the responsibility when she is not supported by other members of the team.
I am really sorry you had such a bad experience when purchasing luxury items. I have no doubt it was upsetting because purchasing luxury should be pleasure only .

Yes, I agree! There was that element of emotion/negativity from the cashier too. Good assessment of the situation

 

[papertiger]

Has anyone had bad experience with Hermes shops?

I was made feel humiliated and embarrassed by the cashier at Sloan square branch in London UK. She insulted, humiliated, embarrassed and bullied me. She was clearily discriminating against me and probably being racist.

The SA helped me a put an online transaction through a credit card which had my husband's name on. I payed with a card machine and used PIN. She left me with the cashier to process purchase of a pair of Paris loafer of 830 pounds.
The cashier rejected this same credit card moments later and said due to 'fraud reason' she won't do transaction because I was using husband's card. That was a slap.on the face when I have been shopping there for a while and was carrying the Birkin bag I bought from that shop just a couple of weeks ago. And the fact that she implied I could be a fraud was shocking to me. She might have had bad experiences before, but it was wrong to profile customers and discriminate (maybe she was racist as well?) I felt completely insulted and embarrassed.

When she was aware that I don't have other ways to pay - I left my debit card at home and my credit card happen to be maxed out. She went, 'maybe your husband could transfer some money to you.' I have never been in a situation when I was not able to pay or afford an item, and I happen to forgot my wallet that's why using husband's credit car and he was in the car with my baby outside. she was disrespectful to me and belittling me. By this point I was being very apologetic, and feeling completely humiliated.

She then suggested to send me an online link to pay - which the shops do for customer not present transactions during lock down period. When I agreed and went along with her suggestion, she bullied me further and said, 'you need to use your own card though'. I could NOT believe she felt the need to twist the dagger she stab in me to inflict more pain.

When I accepted that too and just want it over with (I mean of course I can afford it, why else would I be shopping here with my Birkin), she then shouted across the floor to get attention of SA who helped me. I tried to contain the situation as there are a few SAs and customers on the floor and I was already devastated.

She complained to me 'the SA should have given me the details but you see she didn't'. She made me write down all of my personal details on a piece of paper. It seemed she might have problem with the SA, maybe she expect the SA to stand next to her when she does a transaction, but it is unprofessional to display that negativity in front of customer. She was also in breach of GDPR personal data protection.

She then asked me to come back to the store to pick up the item after online payment (as I told her I will pay in the evening ). By that point I couldn't help rolling my eyes. I told her to send the item to me. But I had to tell her more than once as she was being passive agreeing saying 'you are welcome to pick it up anytime that is convenient to you '. That was pretty much the nicest thing she said to me, dispite I made my preference dead clear to her already and had to reiterate - post to me.

Due to her unprofessionalism actions, I felt the need to ask her to distory the personal detail I left to her after she finished using it to process online link, as my right under personal data protection . But every time I tried to speak, she talked over me. I had to say, 'can I please finish', for her to stop her loudly talking over me.

I have raised a formal complain to Hermes. I respect their payment policy but I am against how badly I was treated, it was about what the cashier said to me and how she said them. I am suspending any shopping with Hermes at the mean time.

So sorry this happened to you.

It's bad enough when our cards are declined for any reason but then when the cashier makes a whole big thing of it, just devastating. There was no sensitivity to your predicament. The word 'fraud' should have never been used. I don't see why there had to be a conversation of any tone at all, I have no idea why she had to have all your personal details either. If you are authorised to use your husbands card by him, none of anyone else's business.

I think you handled it the right way and let H know what happened, how it made you feel and the neg outcome (for them too).

 

[DR2014]

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.

So sorry you had this experience, @Fan2020!

 

[DR2014]

Perhaps the cashier was actually annoyed at the sales lady who ignored protocol for your first purchase, could even be an ongoing issue between the sales lady and other staff, and the cashier took it out on you. Perhaps as cashier the ‘buck stops with her’ in terms of credit card protocol, and she resents the responsibility when she is not supported by other members of the team.
I am really sorry you had such a bad experience when purchasing luxury items. I have no doubt it was upsetting because purchasing luxury should be pleasure only .

This is exactly what I was thinking too, based on the cashier yelling across the store to the SA - sorry to say this, @Fan2020 , but maybe the cashier was being deliberately awful to you in order to put pressure on the SA. In any event, no-one should have treated you that way!

 

[EllenTsai]

Understand the store/bank flags transactions as potentially fraudulent to protect both the shop and card holder. It doesn’t matter whether it’s someone’s husband/wife/mother/child… etc. As long as the cardholder dispute the transaction it’s fraud and there’s always a chance of that if the card is not used by the cardholder. If the shop/SA/cashier doesn’t comply with protocol and an actual fraud was committed then they will get into trouble for non-compliance.
Another example is international travel with a child of different surname.
I’m divorced and My daughter has a different surname. So when I travel with my daughter I have to carry birth certificate and court papers to prove that I’m her mother with care and control. It’s a pain in the butt but it’s to protect children from trafficking and parental child abduction.

 

[papertiger]

Have you thought for a moment that you triggered her & incendiated the situation further thinking
the cashier should overlook that you were not using your own credit card????
Do you think an exception should have been made because you were carrying a Birkin?
This was not about what you could afford.. You were using a credit card
that was not in your name & it was a red flag to the cashier..
Your choice of words thinking this cashier purposely intended to discriminate against
you, bullied you & was being racist is quite sad.
Your emotions are still running wild..

An authorised person is allowed to use a DC/CC if they have informed the bank. All lux stores deal with these regularly.
If someone has a CC they are entitled to use it (unless maxed-out - but that's common too).
Cards are declined all the time for many reasons (usually banks being cautious).
H staff are trained to raise alarms behind the scenes and have specific procedures to catch criminals. They do not suggest loudly their customers are fraudsters on the shop floor for one declined transaction.
I've seen customers hand over thousands in cash for transactions - that should raise even more red flags but doesn't have to be registered by H until over E15K (UK).
@Fan2020 said probably racist in her initial post. It happened to her, she is the writer, it felt like it could be to her.

 

[papertiger]

Understand the store/bank flags transactions as potentially fraudulent to protect both the shop and card holder. It doesn’t matter whether it’s someone’s husband/wife/mother/child… etc. As long as the cardholder dispute the transaction it’s fraud and there’s always a chance of that if the card is not used by the cardholder. If the shop/SA/cashier doesn’t comply with protocol and an actual fraud was committed then they will get into trouble for non-compliance.
Another example is international travel with a child of different surname.
I’m divorced and My daughter has a different surname. So when I travel with my daughter I have to carry birth certificate and court papers to prove that I’m her mother with care and control. It’s a pain in the butt but it’s to protect children from trafficking and parental child abduction.

Agreed, but what flags imply to the store is not supposed to be open to the floor. Official procedure takes place in a objective and measured way, not as a mode of instant judgement/punishment.

I used to have to ring my bank every time before I bought a bag/large ticket in H and clear it with them or suffer total embarrassment at the counter (although they just called through). I used to die.

 

[EllenTsai]

I used to have to ring my bank every time before I bought a bag/large ticket in H and clear it with them or suffer total embarrassment at the counter (although they just called through). I used to die.

I had my U.K. debit card declined when I went in just after Lockdown...
I don't use credit cards as its easier to track my spending with debit card...
It was truly annoying having to spend 30 min on the phone to the bank trying to verify with them that it was me with the card...
Luckily while I was on the phone my other debit card to another overseas account manage to go through...

 

[Fan2020]

An authorised person is allowed to use a DC/CC if they have informed the bank. All lux stores deal with these regularly.
If someone has a CC they are entitled to use it (unless maxed-out - but that's common too).
Cards are declined all the time for many reasons (usually banks being cautious).
H staff are trained to raise alarms behind the scenes and have specific procedures to catch criminals. They do not suggest loudly their customers are fraudsters on the shop floor for one declined transaction.
I've seen customers hand over thousands in cash for transactions - that should raise even more red flags but doesn't have to be registered by H until over E15K (UK).
@Fan2020 said probably racist in her initial post. It happened to her, she is the writer, it felt like it could be to her.

I didn't even bother responding to that person.

Thank you for your post @papertiger and for understanding me. ❤

 

[Fan2020]

, ,

Has anyone thought that hmm maybe the cashier could have been acting discriminatory? Everyone here is quick to jump to Hermes defense but maybe juuuust maybe there could have been something wrong on their end? Acting like racism doesn't happen in 2021. People ganging up on Fan2020 and calling her "sad," "overemotional," and fulfilling prophecy by "reacting negatively and argumentative" is just projection. All the talk of being triggered and you guys are ganging up on someone on an internet forum, get real.

There are quite a lot of back and forth posts, I just saw this post you sent.
Thank you @meridiani. ❤ This means a lot to me.

 

[Fan2020]

This is exactly what I was thinking too, based on the cashier yelling across the store to the SA - sorry to say this, @Fan2020 , but maybe the cashier was being deliberately awful to you in order to put pressure on the SA. In any event, no-one should have treated you that way!

Great assessment, very likely! Thank you ❤