Very disappointing service at Hermes Manhasset

[Kelly_Birkin]

BlueGenes, I'm sorry to hear that you and your Mom had terrible
experiences at H. (((Hugs)))

I tell you, the day that they announce that most
of their inventory will be available online, it'll be a happy day.

If an SA ever tried slapping something out of my hands - I know
I'd tell them off and then go home and write a letter to corporate.

Why are most of these SA's so rude? Just reading these
stories makes me afraid to ever enter a H boutique.

 

[ophy]

I am definitely not in the income bracket to purchase an Hermes bag as of yet so perhaps my words do not hold the authority many wonderful tpf ladies that specialize in this subforum do. However, reading this experience just really makes me want to put in my 2 cents.

In regards to the original topic of the post. Irregardless of how coveted Hermes handbags are, it is just irresponsible and unprofessional to not return a potential customer's call within the span of two weeks. Yes, it is a busy time but that is the store manager's duty in his or her management position to perform all these tasks as well as handling customer concerns. If her busy schedule is her defense then she is just inept and should not be placed in a management position.

The few instances I dealt with Hermes I've had lovely experiences. In one particular search for a Twilly, something only $100 or so in value, the SA was the best I've ever encountered (Thank you Houston!) On the other hand, I also dread going into an Hermes. Every lady has offered fantastic advise in regards to dealing with the situation. But to be honest, my shopping excursions are meant to be relaxing and enjoyable. I am not arming myself to get ready for a corporate board meeting. Personally, I do not see how this fits into my lifestyle now or ever in the future.

I work in the luxury sector in my professional capacity as well. Undoubtedly, my friendly clients manage to wiggle alot more out from me. But my colleagues and I treat a special VIP guest with as much enthusiasm, courtesy, and respect as a first-timer or even someone who obviously cannot afford our services. Who is to say that they will not have the financial means to do so one day? And who is to say that they won't tell their friends the lovely experience they've had even though they could not afford our products? Hermes is a very very coveted brand at the moment and to be honest, the SA can rip whatever out of your hands and they will still earn profits in the coming quarter. I am appalled more at how they view their own professional ethics than anything else.

I am sure cultivating a relationship with your SA is a rewarding experience for both the customer and sales on many levels. There are occassions when real friendships blossom from this. But in the end, it is something based on monetary transactions. To be entirely rude and blunt, I do not see why I have to fawn over someone whose income is largely based upon my purchase power if it's going to stress me out more.

 

[swonderful]

i am also a new yorker and shop at all these stores.
as i posted earlier manhasset can run hot and cold and i am not surprised that the special order wasn't placed. i had a similiar experience there having to do with a different issue. i tend to go there only if i am doing something else in manhasset and mostly for enamels. i haven't found them very knowledgeable re leathers except for the manager.


I too have had dramatically different experiences at the Manhasset store.

 

[Kelly_Birkin]

ophy, I can't afford a H bag either. (these price too-often price increases
aren't helping). The company that you work for sounds wonderful.

Customer service is very important. It doesn't matter if someone is
buying a twilly or could afford to own the very limitedBugatti Veyron Fbg
par Hermès sports car, you should be treated with the same respect.

 

[Ammietwist]

I loved this part of your post because it really does cover what so many people have experienced.

In general, I've noticed a trend in the last few months on this board for negative comments to be dismissed or even criticized, and I don't think that's fair. One in particular made me see red when an offensive SA was defended when he/she wasn't even remotely close to being named. If Hermes has been all great and fabulous for you, terrific, but since no company is perfect, the other side should be heard as well. Hermes SHOULD be listening, too.

I've travelled to three continents, and as I said before, Hermes is the only store where I've found the active avoidance of the customer to be routine. It has happened to me, it has happened to people on here, and in discussions with others, Hermes tends to generate a rather high rate of negative commentary that I just don't hear with regards to other luxury retailers. When you can get friendlier and more helpful service at Target, it's time for the luxury people to start paying attention to who they hire and private shop their stores like their very existence depends on their reports.

I don't want to be treated like a Queen, and who knows, maybe I just "look" like I shouldn't be buying H products, but whatever. I don't like reading negative posts all the time, either, especially about my favorite brand, but part of me is RELIEVED that it's not just me (i.e., not because I in particular deserve to be treated this way, but other people have received the same treatment I have). And maybe, just maybe at some point, with enough support from dissatisfied customers, treatment at H stores will begin to change so that it WILL be a pleasant experience to shop there. Maybe H corporate will read these posts and care enough to do something; maybe the dissatisfied customers posting here will get together and write a joint letter... I don't know. I'm just saying that not all negativity is unconstructive, and maybe some of it is even worth listening to.

(Okay, that was a novel - if anyone actually read it all they deserve some kind of prize!! )

 

[Ammietwist]

This is seriously creeping me out. Granted, I walk into any store like I belong there, and that's in addition to dressing DOWN so I can tell who the good SAs really are, but this whole thing about psyching ourselves up to shop at H is really kind of insane.

EVERY person should be treated with respect, and since studies have shown that MOST rich people aren't into flashing their wealth, you literally can't judge a book by its cover. I don't give a flying flip what store you're in, you should be treated like you'll buy if you see what you want. Period. End of story.

I've worked high-end retail as well as low-end, and I'll go back to low end before I ever consider going high end again. The customers are nicer, and you don't have to deal with nearly as much attitude from your co workers.

BlueGenes, I'm so sorry that your Hermes encounters have been so unpleasant, and I certainly didn't mean to make you feel worse, so if I did, please accept my apology. The fact that you're able to put the negative feelings aside and still enjoy your Hermes purchases, says a lot about you and your love of the brand.

I think KG and MiaT have some excellent suggestions, and here's another one you might try to build up your H. confidence. Do you have a friend who loves to shop (a friend who buys and loves H. as much as you do would be ideal)? If so, take that friend for morale support, or heck, take two or three. You know what they say - there's strength in numbers. Make a day of it and celebrate with a nice lunch afterwards. Carry your lovely Blue Jean Birkin and just sail in there with your head held high and "own" that store. Ask to see what you want to see, and let them take it from there. You have every right to be there, and don't you ever forget that. You're an established Hermes customer, and they certainly should recognize and appreciate that.

Walking in that door next time may be stressful, but I bet that as you build up your confidence, it will get easier and much more enjoyable. Good luck. We'll all be thinking good thoughts, and we're all right here if you need moral support.

P.S. The first time I went to Hermes, I changed my outfit three times before I thought I had it "right" enough for H. Now? I don't even give it a second thought. They just have to take me as I am that particular day.

 

[Kallie Girl]

I loved this part of your post because it really does cover what so many people have experienced.

In general, I've noticed a trend in the last few months on this board for negative comments to be dismissed or even criticized, and I don't think that's fair. One in particular made me see red when an offensive SA was defended when he/she wasn't even remotely close to being named. If Hermes has been all great and fabulous for you, terrific, but since no company is perfect, the other side should be heard as well. Hermes SHOULD be listening, too.

I've travelled to three continents, and as I said before, Hermes is the only store where I've found the active avoidance of the customer to be routine. It has happened to me, it has happened to people on here, and in discussions with others, Hermes tends to generate a rather high rate of negative commentary that I just don't hear with regards to other luxury retailers. When you can get friendlier and more helpful service at Target, it's time for the luxury people to start paying attention to who they hire and private shop their stores like their very existence depends on their reports.

Based on my experience I just don't agree at all. "Friendlier and more helpful service at Target" has definitely not been my experience. I could write a book about the beyond HORRIBLE service at Target.

I've alluded to this before ... SAs are only human. Some are better than others. The way they react to someone can depend on that person's vibes, friendliness, etc. I think some people are just off-putting.

I realize that an SA needs to help all people... those that are charming and those that are not. But when there is a connection and the person is friendly, smiling, and just generally nice, I think they will get better service... at H and everywhere else.

 

[Kelly_Birkin]

Ammietwist, I agree with your two posts. Except the part of giving
up shopping where I want to shop. There's always dot com and resellers.
So, as I always say in the support group thread, never give up on your
H dreams. Whether it be a financial issue or just tired of dealing with
snotty SA's, if you want 'x' item and can afford it, don't let anyone tell
you, you can't have it.

I agree that we shouldn't have to TRY so hard, but heck, since
this is a big deal for me (and I'm sure it is for others as well,
who are in the same or similiar situations), I'll dress extra nice
and make a weekend out of it, since no matter which H boutique I go to,
it'd be a road trip for me. I'm partly dreading it as I don't want to come back
here and write up a negative review on my first H visit.

Yes, there are SA's that do have bad days, as Kallie Girl
stated, but you can tell the difference between someone
who is having a bad day and is exhausted vs. someone being
snotty and off putting because you aren't a VIP or VVIP client.

 

[mrssparkles]

I've alluded to this before ... SAs are only human. Some are better than others. The way they react to someone can depend on that person's vibes, friendliness, etc. I think some people are just off-putting.

I realize that an SA needs to help all people... those that are charming and those that are not. But when there is a connection and the person is friendly, smiling, and just generally nice, I think they will get better service... at H and everywhere else.

Kallie Girl, this is all so true. 2 types of customers at my store.

(1) Customers with a "I am THE customer and I am KING" expressionless face and demand SAs to stop all that they are doing, to drop at their feet.

(2) Customers with soft expressions and say the first Hellos and ask for help (read: not trying to show off all the H knowledge gathered here and elsewhere)

And type 2 gets the best service in the store. VVIP or no VIP.

 

[gazoo]

I agree that members should be able to voice their experiences with Hermes stores, negative or positive. We are so quick to give moral support to each other for most things on this forum, but the "complaining", rightful in many cases, seems to be a negative that is being received with subtle skepticism or even downright condescension on some threads. It is sad that certain SAs or management are marring the pleasure of the Hermes experience for some on this board. I hope we can all be open minded enough to be supportive of those that are having hard times acquiring Hermes items and thrilled for those that are having consistently fantastic experiences.

No one deserves to be treated rudely. Some of the comments directed at people that are having hard times remind me of the way rape victims are sometimes accused of having "asked for it" whether by their dress or actions. (I'm not literally comparing rape to being treated poorly at a store, so please don't flame me for this example.) Excuses of busy management, busy seasons, stress, etc. seem bizarre to me given the times we are living in. You would think businesses should be actively seeking sales in this tough economy. Perhaps some think that having to jump through hoops to obtain luxury items adds to the élan of amassing luxury goods but to me this seems grossly backwards. As Ranag said in another thread "luxury shopping should be luxurious”. Excellent SAs are hard to find. When you find one you get treated well no matter what is going on. I’ve worked with some fabulous SAs at Hermes that treated me like I was the only customer they had to work with, never rushing me even when the store was packed or when they were busy doing inventory and I showed up without an appointment. I’ve had SAs offer to courier items to my house so that I could have them for a special occasion that evening, rush out and get me an odd craving while shopping and heavily pregnant, just basically make my life easier in ways that I didn’t expect and left me delighted and anxious to repeat the shopping experience.

Years ago I felt uncomfortable if I was not all dolled up for shopping. I’d spend longer getting ready to go shopping than dressing for dates. Now I just don’t care. If I have time to stop into a boutique coming from Yoga or the Gym, I will do so. I simply don’t have the time to run home to put on a special costume just for the privilege of spending money. I haven’t noticed any difference in the way I am received at Hermes, but I am an established face that they know and thankfully I’ve been treated well regardless of what I am wearing. If dressing up makes someone feel more confident, then they should do so. But being treated well shouldn’t be dependent on how glossy one looks.

I haven’t always had rosy experiences. I had one instance of extreme rudeness at the hands of an SA a few years back. It was unacceptable to me so I spoke to the store director about it, calmly and privately and then moved on. Afterwards that SA was very friendly and accommodating and I appreciated that the issue was handled and that there was a difference in treatment. Overall I feel I have been lucky with Hermes SAs, but I am not naïve enough to think that everyone is being treated as well. I’ve personally witnessed some awful treatment of walk-in customers that haven’t done anything to deserve the icy rudeness they have received.

Hugs to everyone that has had a less than perfect time when shopping. I hope you each find a dream SA that will make the experience sweeter.

 

[mistikat]

Thanks, gazoo. Well said.

 

[lilyhermes]

Based on my experience I just don't agree at all. "Friendlier and more helpful service at Target" has definitely not been my experience. I could write a book about the beyond HORRIBLE service at Target.

KG, I'll be more than happy to help you write that book. Good service at Target??? Service of any kind at Target? I've been in there about a half dozen times, and I don't think I've ever seen an employee on the floor except at the cash registers. I didn't have much luck getting any kind of service from those invisible employees! But, I really didn't need anyone to answer my questions about kitty litter anyway.​

I've alluded to this before ... SAs are only human. Some are better than others. The way they react to someone can depend on that person's vibes, friendliness, etc. I think some people are just off-putting.

Right again Kallie!​

I realize that an SA needs to help all people... those that are charming and those that are not. But when there is a connection and the person is friendly, smiling, and just generally nice, I think they will get better service... at H and everywhere else.

Three in a row. Give that girl a prize (but please, don't make it a gift certificate to Target.)​

 

[amuse bouche]

based on my experience i just don't agree at all. "friendlier and more helpful service at target" has definitely not been my experience. I could write a book about the beyond horrible service at target.

I've alluded to this before ... Sas are only human. Some are better than others. The way they react to someone can depend on that person's vibes, friendliness, etc. I think some people are just off-putting.

I realize that an sa needs to help all people... Those that are charming and those that are not. But when there is a connection and the person is friendly, smiling, and just generally nice, i think they will get better service... At h and everywhere else.

totally!

 

[lilpicotin]

I agree that members should be able to voice their experiences with Hermes stores, negative or positive. We are so quick to give moral support to each other for most things on this forum, but the "complaining", rightful in many cases, seems to be a negative that is being received with subtle skepticism or even downright condescension on some threads. It is sad that certain SAs or management are marring the pleasure of the Hermes experience for some on this board. I hope we can all be open minded enough to be supportive of those that are having hard times acquiring Hermes items and thrilled for those that are having consistently fantastic experiences.

No one deserves to be treated rudely. Some of the comments directed at people that are having hard times remind me of the way rape victims are sometimes accused of having "asked for it" whether by their dress or actions. (I'm not literally comparing rape to being treated poorly at a store, so please don't flame me for this example.) Excuses of busy management, busy seasons, stress, etc. seem bizarre to me given the times we are living in. You would think businesses should be actively seeking sales in this tough economy. Perhaps some think that having to jump through hoops to obtain luxury items adds to the élan of amassing luxury goods but to me this seems grossly backwards. As Ranag said in another thread "luxury shopping should be luxurious”. Excellent SAs are hard to find. When you find one you get treated well no matter what is going on. I’ve worked with some fabulous SAs at Hermes that treated me like I was the only customer they had to work with, never rushing me even when the store was packed or when they were busy doing inventory and I showed up without an appointment. I’ve had SAs offer to courier items to my house so that I could have them for a special occasion that evening, rush out and get me an odd craving while shopping and heavily pregnant, just basically make my life easier in ways that I didn’t expect and left me delighted and anxious to repeat the shopping experience.

Years ago I felt uncomfortable if I was not all dolled up for shopping. I’d spend longer getting ready to go shopping than dressing for dates. Now I just don’t care. If I have time to stop into a boutique coming from Yoga or the Gym, I will do so. I simply don’t have the time to run home to put on a special costume just for the privilege of spending money. I haven’t noticed any difference in the way I am received at Hermes, but I am an established face that they know and thankfully I’ve been treated well regardless of what I am wearing. If dressing up makes someone feel more confident, then they should do so. But being treated well shouldn’t be dependent on how glossy one looks.

I haven’t always had rosy experiences. I had one instance of extreme rudeness at the hands of an SA a few years back. It was unacceptable to me so I spoke to the store director about it, calmly and privately and then moved on. Afterwards that SA was very friendly and accommodating and I appreciated that the issue was handled and that there was a difference in treatment. Overall I feel I have been lucky with Hermes SAs, but I am not naïve enough to think that everyone is being treated as well. I’ve personally witnessed some awful treatment of walk-in customers that haven’t done anything to deserve the icy rudeness they have received.

Hugs to everyone that has had a less than perfect time when shopping. I hope you each find a dream SA that will make the experience sweeter.

Thank you, gazoo. Very well said.

 

[avandome]

Just found this... I would go in person & talk... just because she does not call back does not mean your order did not go in! Can you imagine how many calls she gets a day? (I would avoid someone who calls too often myself). I have shopped there for a long time & every one is nice, but my first 3-5x there they were cool. That store gets SWAMPED with all of Long Island calling & begging for Birkins... be patient, do not worry, you will get what you want!