Worst shopping experience in Paris Serves

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C

Corrine Hsu

Member
Oct 7, 2018
20
63
#1
I went to Paris Serves store on Sep 29. I purchased three Petit H charms ( 2 ice cream and 1 witch), 3 items were perfectly wrapped in gift boxes, hence I didn’t open them until I returned to Taiwan. I realized the “witch” charm was missing when I opened the box with nothing inside.

I contacted the customer service centre but the answer from them was that they have checked the CCTV, but no issues were found. I tried to contact the store but no one has answered my phone calls for more than 4 days already.

It is a terrible shopping experience for me with Hermès. Although the charm I purchased is not a big item, it means a lot to remark this trip with my good friends. The box I brought back was empty.

Anyone can give me some advice about how can I get solution?
Many thanks in advance.
 

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#2
I'm terribly sorry about your experience! I wouldn't have opened the box too if it's wrapped so beautifully. imagine if you're gifting this to someone, only to have them find out you gave them an EMPTY hermes box?!

That's ridiculous would have embarrassed you unnecessarily.

I've not experience this before so I can't give you advice, but I am furious for you too.
 
#4
The distance makes this so difficult.
We can all understand why you would have had no reason to open the box to check the contents until you got home.
I think you should be able to write a letter, with your photographs, explaining why you did not discover the missing charm until you were home.
Send it via some recorded delivery method.

The key flaw in the Hermes response is that it only states that the CCTV footage was checked with no issues found. It does not state that the CCTV footage of your items being packed was checked. It could be a kind of general response they send to all claims such as yours in the hope that you will not take it further.
I very much doubt if there is Hermes CCTV footage of all items being packed.
You might ask if they actually have such footage.
 
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#5
PJW5813 said:
The distance makes this so difficult.
We can all understand why you would have had no reason to open the box to check the contents until you got home.
I think you should be able to write a letter, with your photographs, explaining why you did not discover the missing charm until you were home.
Send it via some recorded delivery method.

The key flaw in the Hermes response is that it only states that the CCTV footage was checked with no issues found. It does not state that the CCTV footage of your items being packed was checked. It could be a kind of general response they send to all claims such as yours in the hope that you will not take it further.
I very much doubt if there is Hermes CCTV footage of all items being packed.
You might ask if they actually have such footage.
Click to expand...
They have 3D camera around the checkout area in some stores.
 
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#7
Er wow this is weird. Well I bought 2 ElenK shawls at FSH once and came home and found the same 2 CWs instead of the 2 different ones I picked. Thank goodness my local store allowed me to swap one for the other I wanted. I can't really help you out with any advice in this case.
 
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#9
periogirl28 said:
Er wow this is weird. Well I bought 2 ElenK shawls at FSH once and came home and found the same 2 CWs instead of the 2 different ones I picked. Thank goodness my local store allowed me to swap one for the other I wanted. I can't really help you out with any advice in this case.
Click to expand...
Something similar happened to me, I bought 2 Ulysse refills here in London that were supposed to be lined and when I got to open one of the boxes some 3 months later I discovered a plain refill where the SA had brought out both types to show me and mistakenly wrapped the wrong item. There was no need for me to open both boxes at once as I was using them one at a time. Thankfully I still had my receipt which shows what I should have received and they did exchange. I also wouldn’t know what to suggest seeing as the SA usually takes the items away to wrap them. Hopefully OP might get a resolution :flowers:
 
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#11
ZZZZZZZ said:
I think this is a new lesson learned for us to check our purchases before flying back home..

So sorry to hear this bad experience happened to you.. Do you remember the SA's name who helped you there? Maybe you could ask to talk to her when you try to call serves again.
Click to expand...
I don't remember and he didn't give me business card. And the sales invoice didn't show it as well.
 
#12
periogirl28 said:
Er wow this is weird. Well I bought 2 ElenK shawls at FSH once and came home and found the same 2 CWs instead of the 2 different ones I picked. Thank goodness my local store allowed me to swap one for the other I wanted. I can't really help you out with any advice in this case.
Click to expand...
So lucky. I went to our local store today. Hopefully they can help me. Cross fingers!
 
#13
Thank you for the update.
What a shame you didn't think of that before.
It's much easier to explain face to face and in your own language.
I hope you have a good outcome.
 
#15
Corrine Hsu said:
Their manager and customer service don't even give me a call. And when I called back to follow, they told me, I don't need to call again. Shame on Hermes.
Click to expand...

I am now confused.
You wrote that you went to your local store yesterday and you thought they might be able to help you.
Is it the local manage and customer service that told you not to call again?
 
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