If so, there would be tons of work to be done for this conversion. More so, the manager and staff would be up to their necks with stuff to do.
Very disappointing service at Hermes Manhasset
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If so, there would be tons of work to be done for this conversion. More so, the manager and staff would be up to their necks with stuff to do.
^wow, really? I'm kind of glad to hear that...prefer a little streak of independence
MrsS has it bang on. I can only suggest some patience. There are plenty of really upstanding H stores and SAs even in the boutiques that a lot of the tpfrs are bashing here on the forum as a whole. There is no entitlement to the client just because you are the customer. If they are going to return your call, they will. No question that yes, they should return your call. Otherwise, go into the store, and handle it in person. It's not a complicated situation. Take your business elsewhere if you feel they are not treating you properly.
Mrssparkles - with all due respect, I have to disagree with you. I can't think of one business where it is acceptable to ignore customers calls. Surely the manager (or someone identified as her delegate) could have found the time to return a phone call. Of course, this is my opinion and if I was treated the way the OP appears to have been treated, I would take my business elsewhere.
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I totally agree. It seems as if H SAs are not perfect some here are really quick to bash them. I know of no business where every single customer has a 100% perfect experience.
I work for a B to C retail catalog. We care a lot about our customers but we make mistakes and not every single customer is happy with us all the time, even as hard as we try to make it so. Our call center reps are only human and frankly, some are better than others. Gosh, I would hate to see every thing we did wrong posted on the Internet for all to see, especially if we couldn't tell our side of the situation.
I think we are expecting perfection or close to it from H and that just seems unreasonable to me. I have had the pleasure of visiting 5 H stores in the last couple years, plus deal with a couple by phone and their Web site. Every single experience has been lovely. In this day and age when good service is hard to come by, I think H is waaaaaaay above average.
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Sorry to add to the acrimony here, but I have to agree that Manhasset is hot or cold. I've had extremely helpful, wonderful service, but I've also been insulted by an SA (this was several years ago and after my dad called to b*tch them out, and the SM sent a pocket square in apology... but certain incidents leave an indelible imprint in your mind). I don't think it's personal to the customer (as in, screening out particular customers because of their buying record or whatnot) but just ... not great organization or communication sometimes.
That said, Manhasset has a couple of absolutely wonderful SAs and I don't want to disparage them as a whole. I did get my H start there
I've had hot and cold experiences at my boutique as well, I think some people are really warm and welcoming and some just aren't. And a few can be flat out rude. But I have found that true of most every type of store. After some mis-fires, I've found an SA at my boutique whom I like working with. She is reserved as a person but that is just her demeanor, which doesn't bother me at all.
I think the key is simply finding an SA with whom you like working. Not everyone at every boutique will be perfect, but this doesn't mean the entire boutique should be blacklisted. I think that the price range of luxury goods makes us all feel as if we are entitled to superior service at all times. I'm not saying that wouldn't be great, but I am sorry to say that I don't think it is very realistic.
I do agree with this. I also agree with Kallie Girl that it's impossible for H staff to be perfect all the time. However, in my particular case, my mother and I really felt "talked down" to by the SA - we were humiliated out of the store - and that left an imprint of "you're not good enough to shop here." And I've associated that imprint with that store, as well as Hermes, for a very long time, and it was only until I started surfing tPF more that I thought I might give it another try.
I guess for me, the reason I expected H to show superior customer service is because my mom and I were BV regulars for a long time before we ever entered the H store, and we have had nothing but exceptionally courteous, above-and-beyond service at BV. The contrast was so drastic with H.
Sounds as if you and your mother had a horrible H experience - I'm glad you at least gave it another try! I've left my boutique a couple of times very angry, but making sure I remember (and in the future totally ignore!) the SA in question. Why on earth should shopping be an unpleasant experience!!