Worst shopping experience in Paris Serves

[Corrine Hsu]

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?

Sorry for the confusion. I went to local store in Taiwan this morning, and they are handling it for me now.

It's customer service from Paris told me don't need to call again on last Saturday. And I finally received an email on Sunday told me they did their best to check CCTV and nothing issued

 

[fabuleux]

Mistakes happen. Thankfully, it wasn't a very expensive item (count your blessings!). But I totally understand why you would be annoyed and disappointed. I do agree with others that it will be difficult to get a satisfying resolution to your issue. Nevertheless, I wish you the best of luck!

 

[ezabuk]

Oh wow! I published a pic of 3 chanel items boughton my way to nyc recently - little did i realise until a day or so after reaching Vienna that my spectacles were not in the box! I rang and asked to speak with the store manager and she knew exactly what had happened, apologised arranged special delivery to my home for the 29th sep - i had opticians booked for 30th to have lenses put in already! All worked out in the end but it was a stress made smooth by chanel T5’s lovely store manager! Hopefully you can speak with a store manager direct too?

 

[odette57]

Goodluck OP! Hopefully this gets sorted out and you get your charm!

 

[Tiare]

That's great! Finally hearing about GOOD customer service in the luxury market!

Very sorry to the OP for what you are going through. When you buy luxury, it's not only the items themselves where the experience starts and ends. Being treated well is very much a part of it. So often high end/luxury purchases are wrapped up with special occasions or moments, so, on top of the financial aspect, there are naturally more emotions tied to one of these purchases. I had a terrible online experience with Cartier once and I know full well how it can sully not only your opinion of the brand, but, of the items you have and were planning on getting!

Hope you get the issue resolved quickly from here on and they make things right!

Oh wow! I published a pic of 3 chanel items boughton my way to nyc recently - little did i realise until a day or so after reaching Vienna that my spectacles were not in the box! I rang and asked to speak with the store manager and she knew exactly what had happened, apologised arranged special delivery to my home for the 29th sep - i had opticians booked for 30th to have lenses put in already! All worked out in the end but it was a stress made smooth by chanel T5’s lovely store manager! Hopefully you can speak with a store manager direct too?

 

[chkpfbeliever]

They have 3D camera around the checkout area in some stores.

But that doesn't mean that they can proof that that specific purchase footage has been checked. I feel like the response is just an easy way for them to address the customer and it shows a lack of trust. It is only a small item so that could have replaced it without any question just for good faith. If it was Nordstrom or Amazon, they would have shipped out the replacement next day.

 

[chkpfbeliever]

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

See it doesn't happen to one person. Others are chiming in their experience so it is not unusual that the craziness at the checkout counter mean mistakes can happen and H should have apologized for the inconvenience and send out the replacement the next day instead of telling a customer that the CCTV doesn't show anything wrong.

 

[chkpfbeliever]

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.

I say that based on H response and their lack of trust for their customers, I would check my purchases before I even leave the store. Even though it may have been all wrapped, it doesn't take long to untie the ribbon and open the box. One can easily tie it back in their hotel room. Otherwise, I fear that even if you go back to the store the next hour, they can still tell you that this could not have happened.

 

[chkpfbeliever]

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.

That is exactly what I expect from Asian H stores. They didn't get the commission and it is only a Petite H item, why would they want to waste time to help you? I would write to the store manager at Sevres and take photos of your boxes and items and explained the situation. Why would one customer take the trouble of writing if the item is there? why not claim both charms are missing instead of one? You think that for good faith, H would just replace it but that is typical H. While a lot of VIPs here have good experience with H, I must say that they have one of the worst CRMs in the luxury market.

 

[meowlett]

But that doesn't mean that they can proof that that specific purchase footage has been checked. I feel like the response is just an easy way for them to address the customer and it shows a lack of trust. It is only a small item so that could have replaced it without any question just for good faith. If it was Nordstrom or Amazon, they would have shipped out the replacement next day.

I agree with you that they should fix it as it is such a small item. But I know that our home store has those cameras.

 

[kemilia]

My 2 cents here--

For Pete's sake--it's not like you bought 3 Birkins and then found one of the boxes was empty and want another one sent to you!

It's a cute little charm--Hermes should just send you another--is losing a customer really worth the very marked-up price of a little stamped-out-of-a-piece-of-scrap leather charm? Can't they own up that maybe they messed up and didn't put in in the box and eat the cost? And for them to tell you not to contact them anymore regarding this missing charm issue is just awful. It's bad enough that you get home from your trip and find an empty box, but then to be told "go away, don't bother us" speaks volumes about Hermes. I'm sorry this happened to you.

 

[kemilia]

Mistakes happen. Thankfully, it wasn't a very expensive item (count your blessings!). But I totally understand why you would be annoyed and disappointed. I do agree with others that it will be difficult to get a satisfying resolution to your issue. Nevertheless, I wish you the best of luck!

All that needs to happen is for Hermes to just send the OP another charm, easy peasy.

 

[PJW5813]

That is exactly what I expect from Asian H stores. They didn't get the commission and it is only a Petite H item, why would they want to waste time to help you? I would write to the store manager at Sevres and take photos of your boxes and items and explained the situation. Why would one customer take the trouble of writing if the item is there? why not claim both charms are missing instead of one? You think that for good faith, H would just replace it but that is typical H. While a lot of VIPs here have good experience with H, I must say that they have one of the worst CRMs in the luxury market.

I think you are mistaken; I was confused too.
According to a later post Taiwan is dealing with it for the customer.
It was Paris that would not respond.

 

[PJW5813]

I agree with many of the responses and hopefully Taiwan will sort it out.

However as a general point I am always concerned when posters with very little history on the forum use it as a vehicle to air their complaints.
Call me unsympathetic if you will, but it happens too often.

 

[luzdetaiwan]

I agree with many of the responses and hopefully Taiwan will sort it out.

However as a general point I am always concerned when posters with very little history on the forum use it as a vehicle to air their complaints.
Call me unsympathetic if you will, but it happens too often.

When I saw this post, I know I have to stand out because I’m the one who suggested she posted here on the other Taiwanese forum. Since there are so many H-lovers on this forum, I thought she might get some useful information here. Maybe some users here had the same situation before and could give her some advice to solve the problem.