Very disappointing service at Hermes Manhasset
- Thread starter Shalu
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For my two cents' worth, just thought I'd mention that Hermes isn't the only company that takes special orders. I recently got an incredible ostrich bag from Ferragamo because Hermes refused to take a special order 32 cm Plume ostrich bag for me: Ferragamo made me a BIG cognac ostrich in my choice of styles and colors, the handiwork was exquisite, SAs were very helpful, and the price was less than half a Hermes ($4800 for a bag 37cm (15 inches long) x 26cm (10 inches tall) x 13cm (5 inches wide). It's a big bag, and it looks a lot like my Grail Plume. Of course, the skin isn't QUITE as good as Hermes would select, but I'd rate it 96/100 (if you count Hermes as 100), I've got an incredible Oz now that people stop on the street and stare at and ask me if they can touch it. One woman wept while looking at it. It was shipped to me nestled lovingly in a big suede-lined burgundy box, and the order had a turnaround time of about 8 months. Of course, nothing else is a Hermes and I haven't given up my dream of a big Oz Plume someday when they'll actually take an order for an ostrich Plume greater than 25-28cm, but I'm the proud owner of a MAGNIFICENT Ferragamo ostrich bag.
I've gotten good to great service at all levels of retail. When I worked low end, part of my review said how friendly and helpful I was, and I was darn proud of that, too.
Yes, SAs are only human, but Hermes tends to hire a lot of the snottiest people I've ever come across in my life, and there is NO excuse good enough to NOT be helpful to someone entering the store. As I said, MOST of the rich of the world aren't into every consumer good known to mankind that flashes their worth, and you can't begin to judge a customer by what they have hanging off their body. If the customer is snotty? Maybe someone just died, and they're trying some retail therapy to feel better. No matter what, it's not the SAs job to walk away with an attitude of their own. Hermes has a reputation, and it seems they're working darn hard to keep a good portion of it negative.
Yes, SAs are only human, but Hermes tends to hire a lot of the snottiest people I've ever come across in my life, and there is NO excuse good enough to NOT be helpful to someone entering the store. As I said, MOST of the rich of the world aren't into every consumer good known to mankind that flashes their worth, and you can't begin to judge a customer by what they have hanging off their body. If the customer is snotty? Maybe someone just died, and they're trying some retail therapy to feel better. No matter what, it's not the SAs job to walk away with an attitude of their own. Hermes has a reputation, and it seems they're working darn hard to keep a good portion of it negative.
My thing is, I don't mind giving up Hermes. I did it before, and I'll most likely do it again because I'm just not that addicted to the brand--and that's all they are, a brand. If their people are that awful, it says something about the company, and I sure don't want to enrich them, or the cranky SAs, and I sure don't want to promote the brand by carrying and using their product--not that anyone can see my small leather items anyway, and I never let the Hermes show on a scarf or shawl. If it hadn't been for the nice sales associate in Atlanta that answered the phone last year when I called about a horn scarf ring, they wouldn't have gotten about $15,000 of my business.
Anyway, Hermes makes (or has outsourced) some lovely items, but if their innate snobbishness--and that's what it really boils down to--is irritating to any consumer, then please find somewhere friendlier to spend your money. They're just not the only game in town, and I'm already on the lookout for custom leather and silk "boutique" lines that will deliver what I want for what I have no doubt will be a lot less, and I've already gone back to LV and Ferragamo for items I would have normally purchased at Hermes.
I just hate to see people be "blind" to a brand though. It's just stuff, and you can't take it with you.
Anyway, Hermes makes (or has outsourced) some lovely items, but if their innate snobbishness--and that's what it really boils down to--is irritating to any consumer, then please find somewhere friendlier to spend your money. They're just not the only game in town, and I'm already on the lookout for custom leather and silk "boutique" lines that will deliver what I want for what I have no doubt will be a lot less, and I've already gone back to LV and Ferragamo for items I would have normally purchased at Hermes.
I just hate to see people be "blind" to a brand though. It's just stuff, and you can't take it with you.
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.
Maybe it's just where I live, but the two Targets near me are fabulous, friendly and oh so helpful. The Wal Mart employees are very gracious as well. Steinmart is iffy, but for the most part, I see great service all around me.
If you have a great SA, say so. If you've experienced bad service, say so. What store has a loaded inventory, which ones are out of everything, and which ones should be avoided. I think the idea of positive/negative threads is brilliant!
I'm not sure what your point is. I can't imagine why this would be of interest ...
IMO there's liking/loving a brand, and then there's outright "brand blindness." It's when they can do no wrong because THEY have the stuff YOU want (for whatever reason it is like quality, status, designs). They could run over your dog in a figurative sense, and you'd still go back to them. That's brand blindness.
Hermes is a retailer, and as I said to someone in a PM, they're not a "sacred cow." People jump on LV on the LV board, and it's that way all over this site, and I don't see why the Hermes forum should be any different. If someone wants something from the store, and their service is not what it should be, they should say so without being jumped on. It is freakin' disturbing to me that people say they want to do business through the website because the stores aren't a pleasant place for them to visit.
Since you're in business yourself, you are familiar with the business rule that states someone having a positive experience will tell a few people, but those with a negative, will go out of their way to spread the word. Hermes would be outright foolish to ignore negative comments. Behind those comments are Dollars, Pounds, Yen, Euros...etc. that went to another retailer instead. They want to be a "global brand," well, the first step toward that isn't to be known for your uppity SAs.
Hermes is a retailer, and as I said to someone in a PM, they're not a "sacred cow." People jump on LV on the LV board, and it's that way all over this site, and I don't see why the Hermes forum should be any different. If someone wants something from the store, and their service is not what it should be, they should say so without being jumped on. It is freakin' disturbing to me that people say they want to do business through the website because the stores aren't a pleasant place for them to visit.
Since you're in business yourself, you are familiar with the business rule that states someone having a positive experience will tell a few people, but those with a negative, will go out of their way to spread the word. Hermes would be outright foolish to ignore negative comments. Behind those comments are Dollars, Pounds, Yen, Euros...etc. that went to another retailer instead. They want to be a "global brand," well, the first step toward that isn't to be known for your uppity SAs.
IMO, people have a right to those opinions, and unless they're 90% negative in their posts, they have as much right to post here as someone that's gushing about their latest whatever it is. Enjoy the item! You bought it, you love it, use it in good health, and thanks for the pics.
And IA, there are other brands out there. If Hermes is a negative experience, I wouldn't keep banging my head on their door trying to make it positive, I'd move right next door to Neiman Marcus. When Bally's service irked me no end, I stopped buying the brand, and I've barely mentioned them since.
It's just stuff, and I think people have a right to comment about their experiences whether they were good, bad, indifferent--or gasp--average. One of the SAs you love is the one I avoid. Different experiences but neither is less valid than the other.
And IA, there are other brands out there. If Hermes is a negative experience, I wouldn't keep banging my head on their door trying to make it positive, I'd move right next door to Neiman Marcus. When Bally's service irked me no end, I stopped buying the brand, and I've barely mentioned them since.
It's just stuff, and I think people have a right to comment about their experiences whether they were good, bad, indifferent--or gasp--average. One of the SAs you love is the one I avoid. Different experiences but neither is less valid than the other.
Sorry, I am exhausted from beating this poor horse. I just hope everyone is able to enjoy their H and receive the service they deserve.
I love enjoying my H with you, asa. 
Gush about them with you. But at the end of the day of H girly fun, my H has to come home with me. :greengrin:
Gush about them with you. But at the end of the day of H girly fun, my H has to come home with me. :greengrin:
I know somebody would expect from SAs at Hermes the same quality they putin their products. Once I reported on TPF the poor service in Hermes Wall Street. Now I would like to tell you all that I've been to Dubay and the SAs there are just so nice and helpful! Great service. And I must say service in Rome is also great and in Milano most of the time and I got sooo well treated in Lyon.
I mean, we go to Hermes so many times, and in so many different places that one single poor service can happen.
I also got wonderful help in Hermes Singapore (both stores, in one I also had the chance to spend some time with the craftman from France) and in Canton (China)!
I also got wonderful help in Hermes Singapore (both stores, in one I also had the chance to spend some time with the craftman from France) and in Canton (China)!