Treatment in Hermes Stores

[Love Of My Life]

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.

Your comment also provides insight that your immediate thought (from your post back in 2020)
was that I start to wonder if I got a fake or one that was serviced.
Many of us have commented that your conversations were not what would be expected
at H...but you didn't walk away & allowed the conversation to escalate to make your point
after options were offered to you
Your experience has brought certain things to light & much to take away with

 

[NervousNellie]

Why is it so hard for people to just acknowledge someone's experience and move on? None of us were there. We don't need endless discussions about it. Telling OP that she let her emotions get the best of her or that she probably didn't experience racism/discrimination is ridiculous as you literally have no way of knowing that. Also, the idea that someone in the retail industry harbors outward or unconscious biases is not surprising or farfetched. There are countless stories on this forum of people feeling belittled or discriminated against while shopping at high end stores. There are sociological studies that prove this is an ongoing problem in retail. I thought the purpose of this forum was to offer support, but some of these comments have been so unnecessarily catty and belittling. It's honestly baffling to me why anyone would waste time trying to discredit how another felt. I am sorry you had such a terrible experience @Fan2020. I hope you don't feel worse off having shared your experience with us.

 

[papertiger]

I agree, I think almost every POV has been covered, some more than once.

Let's move on please...

 

[frenchcitygirl]

As others have said, we weren't there, we don't know exactly what happened, but here's my view -

If I were @Fan2020 I'd change stores or take a break from H as she's planning on doing. Cashiers, SAs and SMs are people - and people like to talk. In the same way that OP shared what happened here and complained to H, I expect the cashier also shared with colleagues and further discussions would have taken place with the cashier, SA and SM after the complaint... Everyone needs to cool down.

As a side note, the cashier in that boutique always discreetly checks the name on my card and I'm a regular. @Fan2020 considered this a slap on the face even before the conversation escalated. But if later on, racism took place, she has a right to feel how she feels, should be listened to, and was right to raise it.

Personally, I'd still change boutique or take a break to avoid it tainting my experience going forwards. Shopping at H should be pleasant!

 

[SouthTampa]

I just want to add one thing. I promise. If I have learned anything over the last year or so is that if someone says that they felt discriminated against, listen to them very carefully. Perhaps the OP is correct, and perhaps she is incorrect, the main thing is to LISTEN to her. I have become acutely aware over the last two years that I, a middle aged white woman, have a life time of experiences different than the OP.

 

[Crapples]

Deleting because papertiger is right

 

[880]

+1 @Crapples . but ive also never tried. There was a time recently when DHs card was denied, but mine, on the same acct, went through. Unlike the experience narrated above, everything was handled in a discreet, relaxed and friendly manner, and everyone assumed it was some cc glitch. I’ve been the victim of ID theft where a perpetrator was actually arrested, so I prefer fraud safeguards.

I don’t normally see the cashier when checking out as my SA brings the slip to sign. I’ve also have not been asked for Id recently in the past few years, though the first time I shop with any SA, I definitely offer. In the case of a shopping hiatus, an SA might ask me if my current address on file has changed, and I confirm my information on file. (I assume that’s a discreet way to confirm identity?) Shopping for luxury items should only be a fun and seamless experience as per @frenchcitygirl, and I wouldn’t shop at a place where I felt mistreated for any reason.

I also agree with @Chanelandco that sometimes people can feel racism even when very little is said. For example, I don’t quite feel comfortable walking into LV retail flagship, but they are very nice at LV corporate where there is furniture and special offerings (and I am invited in). It’s not any particular thing, but a feeling, a lack of welcome, and a sense you don’t belong. Hard to articulate. I was born in the Philippines, and the LV vibe quickly changes when I am with DH who is Caucasian. That’s why I would go to the LV kiosk at Saks for years. Anyway, I hope OP is okay now.

 

[Fan2020]

As others have said, we weren't there, we don't know exactly what happened, but here's my view -

If I were @Fan2020 I'd change stores or take a break from H as she's planning on doing. Cashiers, SAs and SMs are people - and people like to talk. In the same way that OP shared what happened here and complained to H, I expect the cashier also shared with colleagues and further discussions would have taken place with the cashier, SA and SM after the complaint... Everyone needs to cool down.

As a side note, the cashier in that boutique always discreetly checks the name on my card and I'm a regular. @Fan2020 considered this a slap on the face even before the conversation escalated. But if later on, racism took place, she has a right to feel how she feels, should be listened to, and was right to raise it.

Personally, I'd still change boutique or take a break to avoid it tainting my experience going forwards. Shopping at H should be pleasant!

There was also nothing discreet about almost shouting 'That's a different name!' when the cashier got hold of the card I used to successfully pay for an item there.
Follow by dropping 'fraud'. She basically said/inferred you were wrong to use (and have used) the card and it was fraud. Of course that's a slap on the face.

I agree, I think almost every POV has been covered, some more than once.

Let's move on please...

I agree

Why is it so hard for people to just acknowledge someone's experience and move on? None of us were there. We don't need endless discussions about it. Telling OP that she let her emotions get the best of her or that she probably didn't experience racism/discrimination is ridiculous as you literally have no way of knowing that. Also, the idea that someone in the retail industry harbors outward or unconscious biases is not surprising or farfetched. There are countless stories on this forum of people feeling belittled or discriminated against while shopping at high end stores. There are sociological studies that prove this is an ongoing problem in retail. I thought the purpose of this forum was to offer support, but some of these comments have been so unnecessarily catty and belittling. It's honestly baffling to me why anyone would waste time trying to discredit how another felt. I am sorry you had such a terrible experience @Fan2020. I hope you don't feel worse off having shared your experience with us.

Thank you for your comments. It's so refreshing to hear. It means a lot to me to feel your support. ❤

 

[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

I read this post again. It initially confused my brain a bit, with lots of NOT almost in every sentence.

I am afraid I have to call you out. Negative experiences are damaging, but it is more damaging to be silent about it. The world is made better by people use their voicing and speak their truth, against unjust treatments and raising awareness.

What I share was specific and detailed. And not just what was " in the air" as you referred to. The obvious racism in this day and age would have been dealt by law. In recent years much effort has been put on raising awareness of what some people might not understand or aware of.

 

[eagle1002us]

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).

@papertiger, I'm glad you mentioned being "authorized to use your husband's card by him." If the wife uses the spouse's card in effect it's a joint account. H wants the customer's name to match the name on the card. Even if the customer is an authorized user, the names won't match, and H won't like it.

It's just better for the wife to get her own card which makes it crystal clear she has the legal right to use the joint account.

 

[eagle1002us]

That's the last of what I have to say on this topic.

 

[Fan2020]

I have my card too, but didn't have it on me.

 

[Fan2020]

Last words...
The cashier's behaviour is a bad representation of the Sloan square store. I enjoyed shopping there, it was a good set up and had the exclusivity feel of a luxury brand. I especially value the relationship with an SA (I won't mention name as I am not sure if it is a blessing or not to be mentioned here ). I am and will be forever grateful to the SA and SM for my first experience of purchasing a Birkin. It is sad that my journey with the shop and the SA had only just began, but probably destroyed by a negative experience with one person from the shop.

I send my best wishes to the SA, the shop and H. And my sincere wishes to all H fans out there for having pleasant and happy experiences, always.
Thanks to all who have responded to me, some are more pleasant than others - you know who you are.

Have a voice, support each other and make the world a better place.

 

[papertiger]

These are my my last words on the subject.

Anything written on this incident by anyone below this post will be deleted.

Moving on and away now please

 

[880]

@paula24jen, re your experience below, I think it happens regularly to many people and H is probably used to it. Most of us don’t buy five figure single items daily

my first accepted 30B offer with my new SA occurred recently. I was carrying another B30 when DH, SA and I stepped into the elevator. A man was inside with an H staff, and he asked how long is the waitlist for that bag and pointed to mine. Without batting an eyelash, the other staff person said 2 years in a joking fashion. I think the man would have had better luck as a walk in if he had not made such a direct public statement, but thankfully the door opened and we walked out.

This short exchange did make me very aware that rules and treatment can be different for regular customers who realize that SAs don’t get credit towards sales goals from quota bags and naturally will want to save their allotment for customers who help them make their numbers. Of course, product scarcity is also the case for other premier fashion houses, not just H. Luxury watch brands, like Patek and ALange, diplomatically and politely make known that they have such limited restricted stock that you literally cannot get on the list for a coveted watch without being a prior customer of the house. At the new Vacheron Constantin Flagship boutique, the SM was glad to show us around and introduce us to the house, but in answer to our inquiries, he said literally he had no stock to sell that was not reserved for current customers.

But, I have no doubt that sincere enthusiasm, rather than specific spend ratio, is key to positive treatment at H. I love H RTW and homeware and of course leather, but my SA also really appreciates DHs genuine enthusiasm for H product and heritage and new metiers. For example, DH insisted on trying St. Honore oxymore glasses. DH is also a watch aficionado, particularly Alange, but he recently read several watch reviews on the new H08 and was so excited to see and buy it lol. It’s my understanding from him, that Hermes bought 25% of a watch company so that they could say honestly that the new watch movements are made in house (as per the practice of absorbing new metiers described by @Notorious Pink in an earlier post above).

So, DH had to go to H to inform our SA (of stuff our SA probably already knew): H08 is meant to be their base model; the in house movement called the H1837; that movement, the foundation for H watches going forward, is made in an atelier that H moved to Switzerland, etc. etc. And, he also completely understands that the H08 is the perfect travel, but not sports watch, which is exactly the H intent. (Embarrassingly, I had completely forgotten his interest until another member here bought it for her husband). DH isn’t entirely sold on H deco China that I love, and we both prefer Georg Jensen silver, but our SA understands that we won’t buy just anything. So, I guess this is a long way of saying, good treatment does not always require enormous, indiscriminate spend.