Very disappointing service at Hermes Manhasset

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#31
I am absolutely NOT saying this is the case with BlueGenes, but I've noticed some tpf members say they are nervous about going into an H store. I wonder if sometimes people are extra sensitive at H, almost expecting to be looked down upon; and therefore, any perceived slight is seen as being exclusive to H.
 
#32
asa said:
I am absolutely NOT saying this is the case with BlueGenes, but I've noticed some tpf members say they are nervous about going into an H store. I wonder if sometimes people are extra sensitive at H, almost expecting to be looked down upon; and therefore, any perceived slight is seen as being exclusive to H.
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:yes:
 
#33
merika said:
It's all a matter of opinion about how much you would undergo to get what you want without sacrificing your self respect.
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Merika, I go through that dilemma daily when it comes to chocolate and ice cream!

:back2topic:I think Mrs S always offers sage advice, and besides, if the store is going corporate and the owner is losing her franchise, she may just have some other stuff on her mind. I think you will get MUCH further in person...provided you go in with the proper attitude (confident that you two will straighten this out, in a friendly way)!

If that doesn't work, you're not that far from New York!
 
#34
Oh, I do want to emphasize that NOW, I think my case was really quite out of the ordinary. The SM was quite prompt and generous in apologizing,and it might have just been that particular SA. At the time I thought that was normative for the H experience, but luckily because of tPF I realized that it was not, and that's why I ventured in again. I really am happy that I did. :yes:

However, when I read about other tPFers' struggles with Hermes, and when I hear about the "games" H corporate plays... and especially with speculation that the twice-yearly price increases are trying to rule out "lower" income customers... it brings back that unpleasant memory and clouds my joy in H shopping.

But back to topic... I really hope Shalu hears about her order soon. :yes:
 
#35
i guess stores are like fingerprints, no two are alike. even if they are siblings.

in my town there are 2 H stores and there cannot be 2 more different stores. from the way the store is lit (one is very dark and gloomy-the other is full of sunshine), to SA warmth and inventory and colors.

DH attributes the difference to feng shui. the dark gloomy one has less colors when it comes to inventory and the experience is hardly uplifting. personally i like the one with sunlight as i can compare the leathers in different lighting.

it is true customers expect more from H, to quote Rana-"luxury shopping should feel luxurious". therefore H should be proud to dispense luxury, not otherwise. after all, we all know we are not there merely for leather and craftsmanship alone.
 
#36
I'd be thrilled if I could say Hermes was hitting the mark 75% of the time, forget about getting in the neighborhood of 100%.

As much as I love my Hermes items, I'm currently planning what will probably be one of my last purchases. When talking to people on and offline, Hermes gets the most negative remarks, and that means something considering LV's habit of hiring seriously snotty associates. I avoided the Atlanta store for years because of two associates, one of which has been praised on this board, and if I hadn't come across my particular favorite, I would have stopped buying a loooooooooooong time ago. That would have been an okay outcome, too.

I don't expect perfection, but I DEMAND common courtesy. Not returning someone's phone call is beyond tacky, and it's especially bad when that person has already spent a bundle, and the purchase in question is another bundle all by itself.

Given all of my Hermes experiences, I'd say their customer service is about average. My favorite SA has done her job well when I've called requesting items x, y and z, but other times in other stores it was...average. No better than what I'd receive at Wal Mart, Kroger or my local library. I wouldn't expect to be waxing rhapsodic about a basic purchase anyway, but Hermes does need to check the attitude that some of their employees like to display all too frequently.



Kallie Girl said:
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 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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#37
Sometimes they ARE looked down upon. There's something I've noticed only while I've been in an Hermes store, and it's the active avoidance of the customer. I mean the SA is working at avoiding the person/people that have presented themselves at the door. They walk in, they look around, walk to the back of the store (if they even get that far) and almost rush out. They felt the attitude, and they bolted. Most likely never to return. The utter snobbishness that can be part and parcel of Hermes is the one thing that really makes me want to slap some Hermes execs right upside the head. I just haven't gotten this at Cartier, LV, David Yurman, Tiffany, Charriol...etc.

asa said:
I am absolutely NOT saying this is the case with BlueGenes, but I've noticed some tpf members say they are nervous about going into an H store. I wonder if sometimes people are extra sensitive at H, almost expecting to be looked down upon; and therefore, any perceived slight is seen as being exclusive to H.
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#38
Ok, update: I took the advice of some TPFers and went down to the store this evening... the SM was there and on the phone when I got there so I was just looking around the store. By the time she got off the phone a client of hers walked in so she was showing her a bag. As soon as she saw me she said "Oh, I know you left at least 5 messages for me but I've been so busy I didn't even get a chance to look at the book. Can you wait for 10 min? I'll look as soon as I'm done with this customer" Ugh! OK....

so, I waited about 20 min at the store while she finished with her customer and went to go take a look at the buy....

she didn't place my order! Oh well.... she said she'd try to put it in later but I'm just so disappointed with the service that I'm not sure if I'd like to patronize this store anymore...


I'm not sure what to think b/c it's true she prob. was very very busy but if a customer leaves a message she could at least call back to say that... she could have just called and said "sorry I couldn't take a look as I'm really busy at the moment but I didn't forget about you" That's it... and I don't think that's unreasonable at all. It's not like I was asking her to track down or find me a birkin... just tell me if my order was in.
 
#39
Ammietwist said:
Sometimes they ARE looked down upon. There's something I've noticed only while I've been in an Hermes store, and it's the active avoidance of the customer. I mean the SA is working at avoiding the person/people that have presented themselves at the door. They walk in, they look around, walk to the back of the store (if they even get that far) and almost rush out. They felt the attitude, and they bolted. Most likely never to return. The utter snobbishness that can be part and parcel of Hermes is the one thing that really makes me want to slap some Hermes execs right upside the head. I just haven't gotten this at Cartier, LV, David Yurman, Tiffany, Charriol...etc.
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SAs at luxury stores looking down on walk-in customers ... is not a phenomenon unique to H. There are everywhere. And it's not the label, it's the personality of the SAs. (Think "Pretty Woman"). They are the minority though. Many SAs, who stand on their feet all day, will pass judgement. Some unfair, you may say, but it's human. Please remember that, and not take fault with H all the time. I can't be a SA. I will growl at some customers, I assure you.

I shop once in a blue moon at LV and Chanel. The SAs don't know me, but I also don't expect the warmth I get at my H store. I am a nobody there. I ask for what I want, go to the tills, take my shopping and leave. Does anyone bother to befriend me. No. Do I care, no. It's the serene attittude that keeps me jolly and unaffected.

This is *not* directed at you, Ammietwist, by the way. I am speaking in general. It's your expectations that you need to keep in check. Are you a regular customer at your H store? If you are not, how can you expect a hug (figuratively speaking) from a stranger who hardly even know you?
 
#41
galileo said:
i understand about them being busy, but my guess is that it's not your turn yet. sigh...
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I think this is true.

Also remember that H does not support the idea of customer "placing orders". It's not like that. You may read alot of posts talking about it, but these posters are long term customers and they are often invited to raise their requests.

I know my store is particularly offended when customers walk in and ask about placing orders for Birkins.
 
#42
Shalu said:
Ok, update: I took the advice of some TPFers and went down to the store this evening... the SM was there and on the phone when I got there so I was just looking around the store. By the time she got off the phone a client of hers walked in so she was showing her a bag. As soon as she saw me she said "Oh, I know you left at least 5 messages for me but I've been so busy I didn't even get a chance to look at the book. Can you wait for 10 min? I'll look as soon as I'm done with this customer" Ugh! OK....

so, I waited about 20 min at the store while she finished with her customer and went to go take a look at the buy....

she didn't place my order! Oh well.... she said she'd try to put it in later but I'm just so disappointed with the service that I'm not sure if I'd like to patronize this store anymore...


I'm not sure what to think b/c it's true she prob. was very very busy but if a customer leaves a message she could at least call back to say that... she could have just called and said "sorry I couldn't take a look as I'm really busy at the moment but I didn't forget about you" That's it... and I don't think that's unreasonable at all. It's not like I was asking her to track down or find me a birkin... just tell me if my order was in.
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Shalu, that sucks. :sad: I'm so sorry. I'm not sure how she could neglect to place your order after saying she would do it, and getting your credit card imprint and all... and I know some H enthusiasts will say the SM was super busy etc. etc. etc. but honestly, if I pulled something like that at work my boss would write that down against me. :shrugs:

I hope you not only find the bag you want, but a store where you can get the service you want. :yes:

edit: i just saw mrssparkles' and galileo's posts... what does it mean that it's "not a customer's turn"? i gathered from shalu's post that she had confirmed the order with the SM and that the SM said she would place it at the podium, but then she didn't place it, which is why I'm confused.
 
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#43
BlueGenes said:
Shalu, that sucks. :sad: I'm so sorry. I'm not sure how she could neglect to place your order after getting your credit card imprint and all... and I know some H enthusiasts will say the SM was super busy etc. etc. etc. but honestly, if I pulled something like that at work my boss would write that down against me. :confused1:

I hope you not only find the bag you want, but a store where you can get the service you want. :yes:
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Another store may give Shalu better service. But the new store won't help with a Birkin. The new store doesn't know her.

The SM must have her reason, which we are not privy to. So, let's no judge. And SMs are under no obligation to. Maybe the combo is not offered at the podium? Maybe she does not have enough quota, and other customer's requests have to come first?

Things are more intricate most of the time.
 
#45
mrssparkles said:
Another store may give Shalu better service. But the new store won't help with a Birkin. The new store doesn't know her.

The SM must have her reason, which we are not privy to. So, let's no judge. And SMs are under no obligation to. Maybe the combo is not offered at the podium? Maybe she does not have enough quota, and other customer's requests have to come first?

Things are more intricate most of the time.
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OK! Thanks for letting me know. I didn't realize there might be a quota, I thought the SM had said she would place the order and then just didn't do it...

Edit again: never mind, I just re-read the original post and realized the SM DID say there was a buy quota. So I guess it just comes down to the priority of the customer, or the availability of particular combos... :sad:
 
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