Worst shopping experience in Paris Serves

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#46
PJW5813 said:
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.
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I don't find these unusual at all - I think that the forums are meant to help people. I remember that when I first joined this forum, I had bought one of my first H bags in Paris. Immediately upon using it at dinner in Nobu London, some idiot waitress spilled her tray of drinks on my new Kelly Pochette, damaging it.

Not knowing what to do, I turned to this forum and yes, I was a newbie. I appreciated all the kindness here and the ideas that folks gave to help me resolve. I also want to point out that English is not the first language for a lot of TPF'ers so some of the details may be harder to explain. I highly doubt that there's any conspiracy here to fool us or defraud Hermes.

My two-cents...sorry that I'm off topic.
 
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#48
Carrierae said:
I think there was a misunderstanding. I know the OP discovered the mistake, but so should have the SA...even if they didn’t have means to contact the customer. For example, if you are wrapping three items and one of them doesn’t make it into the box, wouldn’t the SA see that a few minutes later...put it aside...knowing that they messed up and the customer will probably be back? They could have had multiple SAs, but if a charm was left out...wouldn’t they be asking each other who it was for?

I only bring this up because I own a retail store. One time, we forgot to include a customers gift card in their receipt folder (it was in addition to some clothing they purchased). We saw the mistake after she left, but had no way to contact her....so we set it aside with a sticky note for our staff. Luckily, she caught our mistake while getting coffee shortly after and called the store.

We have random items lingering on our cash wrap area and our employees are constantly asking each other why it’s set aside before putting it back. Not any malicious thought with the SA...it just seems there would be a good chance of discovering her mistake after the OP left....but it could have been very chaotic, and an SA could have put away without asking.

Still...very disappointing how the store handled the situation. IMO, their charms probably have the highest margins and take minimal effort to produce....so it’s odd that they aren’t just sending another one. It would probably cost more money to waste manpower on this than just replacing it without hesitation.
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My wild guess is that there were a few SAs that were at the cash register wrapping up these Petite H charms since they must be a popular item at Sevres. If it was left sitting around on the counter after everything is wrapped, then there would be questions from the SAs but what if one of the SAs put two charms into one box for another customer? So the lucky customer ended up getting two while OP is left with an empty box. And I don't think the person getting the extra one will bother to send it back from overseas and will call it a lucky day while OP is left with an open claim that is yet to be resolved. I would just write to the GM at FSH and made the point of the disappointment that this whole ordeal has left you.
 
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#49
PJW5813 said:
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.
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I have been follow purse forum for a long time but not register because English is not my first language and don't think I'll need to post this kind of post one day.

I also post it on other forum which called PTT in Taiwan, I usually share my post there.
Should I just share all my H collects to proved I "was" fan of Hermes?

I came here to post this because the Store manager and customer service center was way too rude to the client. I know here are Hermès fans club, I won't try to lie someone here, it's not worth it and waste my time too.

To be honest, I also working in luxury retail industry, that's why I am so disappointed with Hermes service. They should be a lead brand to shows their outstanding work not only in merchandise but also client service. Shouldn't be doubt a client.

Last, I also purchased two silkìn wallet that day from George V store, if I trying to make any fake issue, would I waste my time on a little petit h charm?

Many thanks of your post. I didn't look carefully till someone reply your post. Sorry for the late reply to clarify your doubts.
 
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#50
luzdetaiwan said:
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.[emoji2]
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Thank you for helping me reply this post.

As we use same forum in Taiwan, and I shared my collect sometimes [emoji28]
 
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#51
PJW5813 said:
Tustin, you were not making a complaint about Hermes or a Hermes employee.
You were seeking advice that did not make any criticism of Hermes.
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I only wanted to seeking for advice first, but I called the store, they just told me they were busy and they know these things, then no one call back to me. I called to customer service center, received same attitude, they told me the store knew it already and I don't need to call again.

After four days I received the petit H department manager's reply, just said they checked CCTV and nothing issued, also they won't be able to provide any image or video for me for security reasons.
Their email just one of templates for the complain client.

I reply email to manager said it's unacceptable then they just ignore me, no one replied it again.

If I trying to make a fake account or issue, will I waste my time to make oversea phone call?
 
#52
Carrierae said:
This also happened with my store keys, lol. We couldn’t find them anywhere despite my tile chip said they were last seen in the store. Luckily it did have a tile chip...because we found them in the nearby dumpster outside! [emoji23] They were unpacking boxes and must have been swept up in all the plastic...then sent out to the recycling dumpster! So yes, accidents happen all the time! [emoji23][emoji23][emoji23]

Hopefully they found the $16k item!
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I had to get into the dumpster to get it!
Lol
 
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#55
Corrine Hsu said:
I only wanted to seeking for advice first, but I called the store, they just told me they were busy and they know these things, then no one call back to me. I called to customer service center, received same attitude, they told me the store knew it already and I don't need to call again.

After four days I received the petit H department manager's reply, just said they checked CCTV and nothing issued, also they won't be able to provide any image or video for me for security reasons.
Their email just one of templates for the complain client.

I reply email to manager said it's unacceptable then they just ignore me, no one replied it again.

If I trying to make a fake account or issue, will I waste my time to make oversea phone call?
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This service standard is unacceptable on many levels, I really do hope your home store can help you in some way.
 
#57
Corrine Hsu said:
Finger crossed.
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Op, I really hope you'll get that situation resolved. What puzzles me if they do not have inventory even for such small items ? Can't they see by the end of the day how many they still have in stock? Especially it did not take that long for customer to get back to them so they could easily check how many were left and how many were actually sold. Another question, and the ugly one where has that charm gone if it did not return to stock and obviously it is missing in wrapped box?
I truly hope store managers will rectify the situation. Op would you consider write to H head office about that ordeal and to be safe contact your bank for refund.
 
#58
Sorry this happened! I would feel hurt and betrayed, too. I do think it's strange they didn't find the item in inventory (hopefully it didn't get put in another client's box) and the only other thing I could think of is that these Petit H pieces are pretty rare, so it might not be easy for them to replace it with the identical one. I'm surprised the cameras couldn't catch it, but I've never been to that store and don't know the setup there. I think this is definitely a cautionary tale for everyone to either watch the item being wrapped or check the packages while in the store, especially if it's not your home store.
 
#59
@Corrine Hsu, so sorry to hear, very disappointing! I'm hoping they quickly sort this out at their end (something went wrong), and in the meanwhile they see the wisdom of just sending you a replacement! I'm so glad your local store is willing to help. Keep us updated, and thanks for taking the time to share with us. Sending best wishes! :flowers:
 
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