Treatment in Hermes Stores

[jyyanks]

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’m sorry this happened to you and that you were embarrassed. It’s never nice when one is made to feel that way especially when you’re being honest.
Unfortunately, it’s the dishonest people ruin it for everyone else. The H cashiers and SA’s must get their share of dishonest people so I empathize with them but it does not give them the right to embarrass someone especially if they are not 100 percent certain.

I’ve been shopping at my home store for several years and my SA knows me. I’ve gotten quota bags, non quote items, etc etc and have gotten several bags spa’d. However, one time my husband gave me his credit card to purchase a bday gift for me and my SA said, ‘we’re sorry, we can’t accept a credit card in another persons name for fraud reasons’. Even though we have the same last name, it made sense as my husband has never set foot in the store with me. I gave her my own credit card and that was the end of that. She was very apologetic but said she could get in trouble with management.
The difference in my case is that my SA was very polite. If your cashier had been polite, it probably would not have escalated.

 

[biorin]

I’m sorry this happened to you and that you were embarrassed. It’s never nice when one is made to feel that way especially when you’re being honest.
Unfortunately, it’s the dishonest people ruin it for everyone else. The H cashiers and SA’s must get their share of dishonest people so I empathize with them but it does not give them the right to embarrass someone especially if they are not 100 percent certain.

I’ve been shopping at my home store for several years and my SA knows me. I’ve gotten quota bags, non quote items, etc etc and have gotten several bags spa’d. However, one time my husband gave me his credit card to purchase a bday gift for me and my SA said, ‘we’re sorry, we can’t accept a credit card in another persons name for fraud reasons’. Even though we have the same last name, it made sense as my husband has never set foot in the store with me. I gave her my own credit card and that was the end of that. She was very apologetic but said she could get in trouble with management.
The difference in my case is that my SA was very polite. If your cashier had been polite, it probably would not have escalated.

Completely agree that politeness and delivery are key, especially at a place like H. It is worth noting that you got the same “fraud” reason though, which I think is a perfectly acceptable explanation (it IS the explanation) and not a personal attack or impolite subject.
I think that racism and discrimination are such damaging accusations, especially nowadays, that I think it is important to think through the reasons for the cashier’s actions. Explaining that fraud is the policy, as seems to be consistent with other experiences, just doesn’t seem like enough to call racism. Her being impolite is another issue, but not one of the same magnitude. Of course, I wasn’t there, just my understanding of the situation.

 

[pasdedeux1]

I guess I am just different because I’m never embarrassed when I’ve done nothing wrong. Why would I be embarrassed if my card were declined if I knew there were funds available and I could afford the item?

fraud alerts trip for absolutely everything these days. Certainly doesn’t mean anything about something I did or didn’t do.

I think jumping to racism and implying the cashier went into the transaction deliberately looking for a way to “trigger” someone is just a very negative way to look at things when in reality this is about what, a pair of shoes or something? Is it that big a deal in the scheme of things?

 

[closetluxe]

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.

Nothing is more mortifying than to have your card declined when you are trying to buy your big tix item like a purse or watch. Obviously you can pay for it, but it's just so embarrassing when your SA tells you your card has been declined. I still call up my credit card before to let them know "Hey I'm going to buy something big so don't block it" and embarrass me to death (what I'm saying to them in my head).

 

[Love Of My Life]

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.

Fan2020 has not posted that she was an "authorized user of her husband's account" & had
indeed not reached out to the bank to inform them .No mention that her husband did either
Her husband was sitting in the car & this could have easily been avoided if Fan2020 called
her husband to come into the store & pay for the purchase.SHe thought she could handle
this & she was unable to do so as her emotions escalated far beyond where they should have gone
Fan2020 also told the cashier that her debit card was at home & that her credit card was MAXXED
out.
Cashier offered her several options which were not successful ( an on link to pay &
to transfer money but that money had to be transferred into Fan2020's own credit card account.
The cashier was dealing with all of this. We are just hearing Fan2020 account not the
cashier.
Perhaps the cashier could have handled herself better, but with all these red flags & the
escalation of words from both parties, this conversation went south quickly.
For Fan2020 to think the cashier may have likely "played the race card" seems unjust
And yes this did happen to her... no body is taking that away but how she handled herself
initially when the conversation first started, she acknowledges that she she have walked
away & called her husband.
Fan2020 also comments this was a clear case of textbook discrimination in one of her posts.(post 3946)
& she comments as well about racism.
Fan2020 comments she was humiliated.. we all get that
But to use race & discrimination I question those very strong words considering this situation, JMO

 

[jyyanks]

@biorin - yes! I got the same ‘fraud’ reason and didn’t question it. Again, SA was very apologetic and I’ve bought 4 quota bags from her!

While I wasn’t there, my assessment based on OP’s description is that the cashier most likely thought she was being dishonest. It seems as if any judgement was due to actions that point to suspicious behavior and anger at the SA for not following policy, as opposed to racial discrimination or profiling. Either way, still not cool to be treated that way.

 

[jellyv]

OP had posted her disappointment with this store's level of service in 2020 (as well as thinking her online purchase from Hermes was possibly a fake--). As always, the dynamic on both sides of the counter plays into a troubled retail moment.

Hermes Herbag Questions, Please.

Turning the bag from retourne to sellier? You ladies are amazing . I love this hack. Can you tell that it’s “inside out” though? I don’t own a herbag so I don’t know if the canvas outside and inside are identical or not. Thank you. From the front you cannot tell. But obviously from the back...

forum.purseblog.com

 

[papertiger]

I guess I am just different because I’m never embarrassed when I’ve done nothing wrong. Why would I be embarrassed if my card were declined if I knew there were funds available and I could afford the item?

fraud alerts trip for absolutely everything these days. Certainly doesn’t mean anything about something I did or didn’t do.

I think jumping to racism and implying the cashier went into the transaction deliberately looking for a way to “trigger” someone is just a very negative way to look at things when in reality this is about what, a pair of shoes or something? Is it that big a deal in the scheme of things?

It's great that you have good self-assurance.

We don't know who was what, and we weren't there.

But:
If you're regularly charged with something you didn't do, it can feels like a big deal.
If what you have been accused of directly or has merely been inferred also conforms to a stereotype for 'people like you' it is a big deal.
If you've been at the pointed end of a stick long enough, prodded with it at regular internals, I think you have the right to be more sensitive. Sensitivity follows being hurt.

We don't know, we were not there. @Fan2020 has already written many times it was her perception. We are here to hear each other's stories and their treatment at H.

 

[Fan2020]

Fan2020 has not posted that she was an "authorized user of her husband's account" & had
indeed not reached out to the bank to inform them .No mention that her husband did either
Her husband was sitting in the car & this could have easily been avoided if Fan2020 called
her husband to come into the store & pay for the purchase.SHe thought she could handle
this & she was unable to do so as her emotions escalated far beyond where they should have gone
Fan2020 also told the cashier that her debit card was at home & that her credit card was MAXXED
out.
Cashier offered her several options which were not successful ( an on link to pay &
to transfer money but that money had to be transferred into Fan2020's own credit card account.
The cashier was dealing with all of this. We are just hearing Fan2020 account not the
cashier.
Perhaps the cashier could have handled herself better, but with all these red flags & the
escalation of words from both parties, this conversation went south quickly.
For Fan2020 to think the cashier may have likely "played the race card" seems unjust
And yes this did happen to her... no body is taking that away but how she handled herself
initially when the conversation first started, she acknowledges that she she have walked
away & called her husband.
Fan2020 also comments this was a clear case of textbook discrimination in one of her posts.(post 3946)
& she comments as well about racism.
Fan2020 comments she was humiliated.. we all get that
But to use race & discrimination I question those very strong words considering this situation, JMO

Was I not clear before? It is a shared account. The cashier was not interested to find out such.
It would have been nothing if the cashier behaved professionally. However, there was clear discrimination in her behaviour, full stop.

You can think all you like and write an essay about it, or try to tell me what you think I suppose to have experienced or feel. You would still fail.

 

[Fan2020]

I guess I am just different because I’m never embarrassed when I’ve done nothing wrong. Why would I be embarrassed if my card were declined if I knew there were funds available and I could afford the item?

fraud alerts trip for absolutely everything these days. Certainly doesn’t mean anything about something I did or didn’t do.

I think jumping to racism and implying the cashier went into the transaction deliberately looking for a way to “trigger” someone is just a very negative way to look at things when in reality this is about what, a pair of shoes or something? Is it that big a deal in the scheme of things?

I agree with you mostly. It was about what the cashier said and how they were said.

 

[Fan2020]

It's great that you have good self-assurance.

We don't know who was what, and we weren't there.

But:
If you're regularly charged with something you didn't do, it can feels like a big deal.
If what you have been accused of directly or has merely been inferred also conforms to a stereotype for 'people like you' it is a big deal.
If you've been at the pointed end of a stick long enough, prodded with it at regular internals, I think you have the right to be more sensitive. Sensitivity follows being hurt.

We don't know, we were not there. @Fan2020 has already written many times it was her perception. We are here to hear each other's stories and their treatment at H.

Thanks for your post.
I am against the prejudice and the unjust treatment in this case. The cashier was clearly talking to a person/profile she thought was a fraud.

 

[Love Of My Life]

[QUOTE="Fan2020, post: 34625277, member:ri

This forum is meant to share thoughts.. as we can agree to disagree . You clearly
acknowledged that you should have walked away when the conversation escalated..
You couldn't handle it...
The cashier was doing her job & not in the manner that was satisfactory to you
You didn't like be "flagged" & it escalated in a downward spiral from that point
And again your words of racism & discrimination are clearly unwarranted, IMO

 

[Chanelandco]

I am not talking about this particular situation, I was not there...
I am sorry @Fan2020 you felt humiliated...

But in general, The problem with racism is that it can often be pernicious.
It is sometimes the way we look at you, saying your place is not here .. the way we welcome you, saying what are you doing here? the way we don't take care of you saying she does not have the money to buy anything anyway.
sometimes it's in the look, the attitude, the wording....

I got there is an issue with the policy but we cant dismiss her feelings and perception.

Accusation of Racism and discrimation are damaging indeed. But it is more damaging to the human beeing who have to live with it...
It does exist sadly and I am not talking about the obvious situations when it is clear to everybody....

We should not ignore that

 

[Fan2020]

OP had posted her disappointment with this store's level of service in 2020 (as well as thinking her online purchase from Hermes was possibly a fake--). As always, the dynamic on both sides of the counter plays into a troubled retail moment.

Hermes Herbag Questions, Please.

Turning the bag from retourne to sellier? You ladies are amazing . I love this hack. Can you tell that it’s “inside out” though? I don’t own a herbag so I don’t know if the canvas outside and inside are identical or not. Thank you. From the front you cannot tell. But obviously from the back...

forum.purseblog.com

Lol. I am honoured you found me interesting enough to do research.
I was unsure about my first herbags as I have never seen one in real life before, and it was also my first experience ordering from H online.
You made me feel like what a celebrate must feel from time to time, anything a celebraty did was digged out and magnified to be used supporting a conspiracy.
I am amused.

 

[Fan2020]

I am not talking about this particular situation, I was not there...
I am sorry @Fan2020 you felt humiliated...

But in general, The problem with racism is that it can often be pernicious.
It is sometimes the way we look at you, saying your place is not here .. the way we welcome you, saying what are you doing here? the way we don't take care of you saying she does not have the money to buy anything anyway.
sometimes it's in the look, the attitude, the wording....

I got there is an issue with the policy but we cant dismiss her feelings and perception.

Accusation of Racism and discrimation are damaging indeed. But it is more damaging to the human beeing who have to live with it...
It does exist sadly and I am not talking about the obvious situations when it is clear to everybody....

We should not ignore that

Thank you for the support.
Just one thing I want to highlight, I have always supported policies and procedures. I didn't know about it before but I have learnt it now, which is a positive point.