Treatment in Hermes Stores
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I'm getting into this convo verrrrrrry late but i did want to chime in because i have had credit card experiences and they aren't bad or good, they're just something i have experienced.
I have shopped at my local H-shop many times, most of the time with my hubby with his amex. there has been couple of times when i used his card and he wasn't there and there was no problem (but my SA wasn't there). then there have been times when i have and my SA turned me away or told me to get my hubby, mostly because she knows the name on the card isn't mine, lol. Now, I have shopped at Hermes across EU and NO ONE EVER asks me for my ID or anything and I still use my hubby's card without him there. Seems like there is def a policy in place at MOST retailers about credit cards. Some are relaxed and some aren't. then going to the next level, it's the associates - some are super rule followers and some don't care. it's just what's in your cards on that day. Absolutely, nothing PERSONAL.
If a merchant realises that an attempt is being made to use a credit or debit card by someone other than the cardholder, not only are they are obliged to refuse to make the transaction, but also, whilst the card is in their possession, report it to the card issuer.
To use such cards we accept that the card is the property of the issuing company* and we will not allow a third party to use the card or divulge any security codes to a third party.
*this means that, if under instructions from the issuing card company, a merchant is not at liberty to hand the card back to the customer.
I was once told by a SA, who had to contact a bank for clearance, that she had been instructed to cut the card up in front of the customer. This was not to belittle the customer (although it must have done) but to demonstrate that the retained card could not be used further by anyone else.
Such rules are for our protection and it is not up to the discretion of a salesperson to decide whether they will accept your spouse's, or any other person's, card for payment by you, regardless of how well-known you might be to them.
To use such cards we accept that the card is the property of the issuing company* and we will not allow a third party to use the card or divulge any security codes to a third party.
*this means that, if under instructions from the issuing card company, a merchant is not at liberty to hand the card back to the customer.
I was once told by a SA, who had to contact a bank for clearance, that she had been instructed to cut the card up in front of the customer. This was not to belittle the customer (although it must have done) but to demonstrate that the retained card could not be used further by anyone else.
Such rules are for our protection and it is not up to the discretion of a salesperson to decide whether they will accept your spouse's, or any other person's, card for payment by you, regardless of how well-known you might be to them.
What @WhiteBus says is 100% correct.
I work in sales and it is irrelevant whether I know my client well or not- If the card offered is not in the clients name I am unable to accept it and have to ask for another card.
If they are unable to provide that I am unable to sell them the goods even if they have the Pin number ...If the card is in their husband's name then the husband has to come in and present the card to me.
Any SA who ignores the name on the card is actually almost certainly going against company policy and putting her job in jeopardy.
I work in sales and it is irrelevant whether I know my client well or not- If the card offered is not in the clients name I am unable to accept it and have to ask for another card.
If they are unable to provide that I am unable to sell them the goods even if they have the Pin number ...If the card is in their husband's name then the husband has to come in and present the card to me.
Any SA who ignores the name on the card is actually almost certainly going against company policy and putting her job in jeopardy.
We have 2 years plus relationship with our SA and she still asks for ID every time we pay. No hard feelings, we know she is doing her job. It’s almost like us in restaurant industry when we need to card people for alcohol.
I’m sure everyone else here is correct, but in at least two premier Luxury boutiques where DH and I are regular IRL (not on line) customers, in the beginning, at one of the branded boutiques, he filled out a form (they also took his drivers license) allowing us to just be charged (no wait, no presentation of card or ID, no hassle). So they deliver the merchandise and we get notififcation of the cc charge on our computer (I think by Apple wallet) I’m also reasonably sure that they don’t ask for ID at our local H (ducks head and runs). At another premier RTW boutique where I am a regular but not VIP customer, when I ducked in for an interim fitting, I decided to purchase another item but I did not have my wallet or bag. I was told by my SA, no problem, will deliver the item with the original garment. Again the charge appeared remotely.
re the topic of the thread, when DH and I visited H boutiques in Milan and Rome, they were so busy with local customers, that even though walk ins were welcome, no one could really help us in RTW. The SAs were polite but I didn’t really feel welcome, so I decided I’d stick with my local store at home. Dior was an entirely different story. Every Dior I went to, everyone was super low key and friendly. (and, they could also look up my purchase history (including all sizes) from the US
thanks, @maxroxxherhandbags for the expanation below! I appreciate it!
I also want to clarify that H is NOT one of the premier RTW companies that stores my card.
re the topic of the thread, when DH and I visited H boutiques in Milan and Rome, they were so busy with local customers, that even though walk ins were welcome, no one could really help us in RTW. The SAs were polite but I didn’t really feel welcome, so I decided I’d stick with my local store at home. Dior was an entirely different story. Every Dior I went to, everyone was super low key and friendly. (and, they could also look up my purchase history (including all sizes) from the US
thanks, @maxroxxherhandbags for the expanation below! I appreciate it!
I also want to clarify that H is NOT one of the premier RTW companies that stores my card.
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We have some regular clients who have done the same thing and we keep their CC and billing address details in the safe.
And as in your case we deliver the goods to these clients.
But prior to this we too have to make the same ID checks that you mention and have their written permission to store the details in our safe.
Only our department managers can remove the details from the safe and sales are then logged in a ledger stating time/date/SA/Client/Item etc..
This is different from a client in-store just handing over a card to make payment that is either in their husbands name or someone else's.
There is a massive regional difference with credit card use. In my country, sales people hardly look at the name. The one time I was using my husband’s card and the sales person noticed, he just said “this your husband’s card?” I confirmed and we continued.
However, I have noticed when we travel to the US, they ask for ID every time I make a purchase and compare it to the name on the card. They are very strict about it, even at theme parks and such.
So, I think this issue is going to really depend on where you are, how familiar they are with you etc.
However, I have noticed when we travel to the US, they ask for ID every time I make a purchase and compare it to the name on the card. They are very strict about it, even at theme parks and such.
So, I think this issue is going to really depend on where you are, how familiar they are with you etc.
Agree....
With all the credit fraud around & about, no client should be offended or take the rejection
of using a card that is not in their name personally.
While there are perhaps isolated experiences, we all should be respectful of the SA's & cashiers who
will enforce the policies & understand their job may be in jeopardy for not following policies
And at the end of the day, why be any more vulnerable & perhaps put on the spot when it
is just as easy to use your credit card in your name.
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I’m sure everyone else here is correct, but in at least two premier Luxury boutiques where DH and I are regular IRL (not on line) customers, in the beginning, at one of the branded boutiques, he filled out a form (they also took his drivers license) allowing us to just be charged (no wait, no presentation of card or ID, no hassle). So they deliver the merchandise and we get notififcation of the cc charge on our computer (I think by Apple wallet) I’m also reasonably sure that they don’t ask for ID at our local H (ducks head and runs). At another premier RTW boutique where I am a regular but not VIP customer, when I ducked in for an interim fitting, I decided to purchase another item but I did not have my wallet or bag. I was told by my SA, no problem, will deliver the item with the original garment. Again the charge appeared remotely.
re the topic of the thread, when DH and I visited H boutiques in Milan and Rome, they were so busy with local customers, that even though walk ins were welcome, no one could really help us in RTW. The SAs were polite but I didn’t really feel welcome, so I decided I’d stick with my local store at home. Dior was an entirely different story. Every Dior I went to, everyone was super low key and friendly. (and, they could also look up my purchase history (including all sizes) from the US
thanks, @maxroxxherhandbags for the expanation below! I appreciate it!
I would say that your first paragraph describes setting up an account and that is not the situation outlined by monikasquared that I picked up on.
Ahhh, I was confused! Thanks for the correction! I appreciate it
I always had really really good interactions with Hermes, I am even having that friendly banter with my SA, she swears she will make me a convert and love the Birkin and Kelly (fat chance, those bags are so not me, however I do like some of their more relaxed, less obvious and more practical bags) and always sends me Kellys and Birkins that become available, the only bad interaction was at an airport store where they were super snooty because I came in in leggings and Uggs. I smiled sweetly and said "Wrong approach if you get commission" walked out, mentioned it to my SA, and she said that place is notorious for that.
Chanel, not a personal fave, but something mom likes, on the other hand can be really really "difficult" as in looking down their noses in some places and acting as if you aren't even worth being in their stores.
If I am shopping and spending a considerable amount of money, I don't think I should have to go through the trouble of dressing up, after all I am the customer and I am spending my money, it's not like I am begging for a freeby or a sample
Tbh Hermes customer quality has gone downhill. Today I went to a boutique. Bcuz my normal SA is not there so a different SA was talking to instead. This “new” person is super disrespectful. I wanted an Evelyne as my fun bad and the SA was like “”that is a 8 months wait”. Lollll I said nothing and walked upstair immediately. Tbh I’m too veteran for this new person to play this game with me as I shopped at Hermes worldwide for 10 years now. I feel annoyed though. Decided to leave asap and file a conplaint later. I cannot
What was disrespectful about that?
Perhaps it is EFL for you, but you were just told how long you would have to wait for an item that is out of stock.