Trusted Hermes Reseller Discussion Thread
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Hi Everyone. I just want to share my recent unpleasant experience with Fashionphile so you are aware of this problem when you are considering about buying from them.
I recently purchased my second birkin 30 from Fashionphile and on their web page, it shows this at the "comes with" section:
However, when I received it, it came with the bag and dust bag only, no clochette and lock. I was expecting the keys to be missing, but not clochette and lock.
I reached out to Fashionphile right away and they said item was listed with a dust bag, lock, and clochette. The client services specialist asked me to double check in my package but no luck. Few days after their investigation I was told that their Procurement team has confirmed that it was a data error, this item does not come with a lock, keys, or clochette. She tried to get away with it by saying you did not see them showing in the pictures therefore you should not be expecting them. I replied and said the "comes with" section was there for a reason to let you know anything that you cannot see from pictures, or, there's no reason for that section to be there if you can see everything from pictures provided. Second, the picture did not include the dust bag either, should I not expect that too? It does not sound reasonable to let your customer guess what item will align properly with your description and what will not.
Obviously I loved the bag, that's why I decided to purchase it. But without the clochette and lock, it decreases the value of this bag. I did not get this bag with a super cheap price or deep discount to be able to tell this item comes with a bag only. Matter of fact, my previous birkin 30 that I purchased from them was one year newer, came with everything but the box and priced slightly lower. It was a neutral color too, just in clemence leather not togo. But they said they are only willing to do a full refund for me if I return my bag to them, no discount if I decide to keep it. The bag is gorgeous, I do really like it. I just don't know if it's worth the price I paid since it had clochette, lock and keys all missing.
Here's an example of what the "comes with" section should say when it does not come with all three:
I recently purchased my second birkin 30 from Fashionphile and on their web page, it shows this at the "comes with" section:
However, when I received it, it came with the bag and dust bag only, no clochette and lock. I was expecting the keys to be missing, but not clochette and lock.
I reached out to Fashionphile right away and they said item was listed with a dust bag, lock, and clochette. The client services specialist asked me to double check in my package but no luck. Few days after their investigation I was told that their Procurement team has confirmed that it was a data error, this item does not come with a lock, keys, or clochette. She tried to get away with it by saying you did not see them showing in the pictures therefore you should not be expecting them. I replied and said the "comes with" section was there for a reason to let you know anything that you cannot see from pictures, or, there's no reason for that section to be there if you can see everything from pictures provided. Second, the picture did not include the dust bag either, should I not expect that too? It does not sound reasonable to let your customer guess what item will align properly with your description and what will not.
Obviously I loved the bag, that's why I decided to purchase it. But without the clochette and lock, it decreases the value of this bag. I did not get this bag with a super cheap price or deep discount to be able to tell this item comes with a bag only. Matter of fact, my previous birkin 30 that I purchased from them was one year newer, came with everything but the box and priced slightly lower. It was a neutral color too, just in clemence leather not togo. But they said they are only willing to do a full refund for me if I return my bag to them, no discount if I decide to keep it. The bag is gorgeous, I do really like it. I just don't know if it's worth the price I paid since it had clochette, lock and keys all missing.
Here's an example of what the "comes with" section should say when it does not come with all three:
Oh no! The description is definitely misleading, and the response they provided sounds very unprofessional - I should've assumed something's missing just because I didn't see it in the pictures? Wow. 
IMO since Fashionphile already admitted it's a data error on their side, a price adjustment would sound reasonable considering the whole set of clochette was missing. I'm disappointed in their responses, and I'll think twice before purchasing from their website again. Thank you @fpdsb for sharing your experiences, I'm sorry that you have to go through this
IMO since Fashionphile already admitted it's a data error on their side, a price adjustment would sound reasonable considering the whole set of clochette was missing. I'm disappointed in their responses, and I'll think twice before purchasing from their website again. Thank you @fpdsb for sharing your experiences, I'm sorry that you have to go through this
Thank you! Yes, I do agree. I made it clear that I was not trying to advantage of them or anything by asking for a small discount because I simply received less items than promised. But they did not want to do that.Oh no! The description is definitely misleading, and the response they provided sounds very unprofessional - I should've assumed something's missing just because I didn't see it in the pictures? Wow.
IMO since Fashionphile already admitted it's a data error on their side, a price adjustment would sound reasonable considering the whole set of clochette was missing. I'm disappointed in their responses, and I'll think twice before purchasing from their website again. Thank you @fpdsb for sharing your experiences, I'm sorry that you have to go through this
I agreed that price adjustment seems fair and reasonable. But since they refused, I probably would just return it for a full refund. These bags are not cheap and everything that comes to you should meet your expectations if price adjustment is not an option. Their response was unprofessional for sure re: don’t expect things you don’t see in the photos…
Thank you for your support! Yes, I do love the bag but I was very uncomfortable with the way they were phrasing it like I was trying to take advantage of the price or something..... This bag was not cheap and it was certainly around the same market price as a bag in a similar color with all the accessories it comes with.
FWIW, I found Hermes to be fairly reasonably priced with respect to replacing a clochette and lock/keys. Given the current supply situation, if you love the bag you may want to pursue that option. I’m not defending Fashionphile’s awful customer service, just offering information that may help you decide how to proceed.
If you love the bag my advice would be to find out how much a replacement Lock, clochette, and key would be from Hermes and then go back to Fashionfile and CC their MD or CEO suggesting that they refund you the cost of getting replacement parts since it was an error on their part that they have admitted they should at least try to put things right..Its a long shot but worth a try as it seems very unfair that due to their error you lose out financially and end up letting go of a bag you love.
to echo @textilegirl I recall that replacement costs of the missing items are indeed pretty reasonable
Thank you for your suggestion. The thing is, for the color I purchased for, they rarely have that color made with togo leather now (mostly in clemence). I don't know what's the chance of getting it replaced, since it was a color that was discontinued then came back in 2020-2021ish. Do you know how much it cost to replace them nowadays? I saw some old threads saying it was already $500ish around 2008. Thank you.
Fashionphile's agent said they came up with this solution after checking with their management team and they do not have any other options for me. They just kept saying if you are not happy with the purchase just return it we will refund you.
As I understand it, Hermes spa resources are deep and wide; they can match/replace just about anything (no, not vibrato or Amazonia) and that’s one of the many reasons they are such a wonderful company IMO. IIRC, replacing a clochette and lock and keys, plus an overall cleaning was about $500 within the last few years. (I’m not able to check my records ATM.)
Edited to add: just because a particular color is no longer being offered currently doesn’t mean there aren’t sufficient supplies available to undertake spa services for any given bag.
I just want to give you an update. I just got off the phone with my local store and they said they cannot give me an estimate over the phone, I will have to bring it in. However, I don't think they want to see a bag with the Fashionphile tag on to know that I bought it from a reseller. If I remove this tag, then I can't return it back to Fashionphile later if the price is too high or if they cannot offer replacements in the color and leather I want. I guess my best option here is just to let go of the bag back to Fashionphile. : (
I’m not surprised your boutique wouldn’t offer any information without the bag in hand, it’s not something they do. Good luck with your decision.
I agreed - returning it seems to be the best option. Well, with bags sometime I believe in meant to be. And maybe another one that meets your expectations will show up real soon!
