Worst shopping experience in Paris Serves

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#61
OP sorry to hear about your issue, hope it gets resolved soon! Being a small item, yours could’ve easily been packed into another customers order or being sold to another customer! It’s not like the item is a bag, Hermes could have easily just not admit fault (if they believe they’re not responsible) but respond by saying as a courtesy they will send you a replacement or issue refund. Seriously is customer service and reputation worth more the cost of a petit charm???

I have dealt with situations similar for faulty items or exchanges, imo it’s not superior customer service when they say they will honor what I need “as a courtesy” when I know that I was right but at least it solves the problems. Hope it works in your favor soon.
 
#62
After a long week, I finally received a call from Paris Serves store in the mid-night time.
They told me they checked triple times and nothing issued, still they are not able to provide any image or video for me.
But the good news is they will replace one Petit H charm for me. :D

Thanks for our local Hermes store helped me voice out, it's helped a lot!

From this case I learned, make sure everything are in the box before leave store, no matter how perfect item is wrapped.
 
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#64
Corrine Hsu said:
After a long week, I finally received a call from Paris Serves store in the mid-night time.
They told me they checked triple times and nothing issued, still they are not able to provide any image or video for me.
But the good news is they will replace one Petit H charm for me. :biggrin:

Thanks for our local Hermes store helped me voice out, it's helped a lot!

From this case I learned, make sure everything are in the box before leave store, no matter how perfect item is wrapped.
Click to expand...

Glad to hear it's sorted out.

I think next time if I don't want to disturb the packaging, the least I can do is shake the box to make sure something is in there.
 
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#66
Corrine Hsu said:
After a long week, I finally received a call from Paris Serves store in the mid-night time.
They told me they checked triple times and nothing issued, still they are not able to provide any image or video for me.
But the good news is they will replace one Petit H charm for me. :biggrin:

Thanks for our local Hermes store helped me voice out, it's helped a lot!

From this case I learned, make sure everything are in the box before leave store, no matter how perfect item is wrapped.
Click to expand...
So glad to hear that it's sorted out ;)
 
#67
Corrine Hsu said:
After a long week, I finally received a call from Paris Serves store in the mid-night time.
They told me they checked triple times and nothing issued, still they are not able to provide any image or video for me.
But the good news is they will replace one Petit H charm for me. :biggrin:

Thanks for our local Hermes store helped me voice out, it's helped a lot!

From this case I learned, make sure everything are in the box before leave store, no matter how perfect item is wrapped.
Click to expand...

So very glad to hear, and many thanks for coming back with an update! :flowers:
 
#68
Corrine Hsu said:
After a long week, I finally received a call from Paris Serves store in the mid-night time.
They told me they checked triple times and nothing issued, still they are not able to provide any image or video for me.
But the good news is they will replace one Petit H charm for me. :D

Thanks for our local Hermes store helped me voice out, it's helped a lot!

From this case I learned, make sure everything are in the box before leave store, no matter how perfect item is wrapped.
Click to expand...
Congratulations
Happy ending
No matter what
I think your local store deserves a box of chocolate as well otherwise things wouldn't be so smooth thereafter
This is top notch service recovery for super luxe brands
 
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#69
Very pleased to read that you now have a good outcome and sorry that it occurred in the first place.
We will never know how much influence the Taiwan store had on this.

I did wonder if your earlier call with Paris was not the brush off you took it to be, but really meant, 'we know about your problem and we are investigating it.' A cross-cultural language problem.
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...
 
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#70
PJW5813 said:
Very pleased to read that you now have a good outcome and sorry that it occurred in the first place.
We will never know how much influence the Taiwan store had on this.

I did wonder if your earlier call with Paris was not the brush off you took it to be, but really meant, 'we know about your problem and we are investigating it.' A cross-cultural language problem.
Click to expand...


I am happy with this ending.

Paris store could done better with their customer service for sure, at least a follow up call to let client knows someone is handling it, Instead of told client they know your issue and don't need to call again or told client it might be lost in the hotel or on air-craft!

Anyways, I would special thanks Hermes team in Taiwan, their prompt help and reply made things change into bright side.
 
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#71
bagidiotic said:
Congratulations
Happy ending
No matter what
I think your local store deserves a box of chocolate as well otherwise things wouldn't be so smooth thereafter
This is top notch service recovery for super luxe brands
Click to expand...

Sure. I would never forget how they help me. And will send some sweets to store to show how I appreciate with their help :D
 
#73
Luvbolide said:
I am glad this worked out, though for the life of me, I cannot understand why Sevres didn't offer a replacement immediately.

And thank you for providing us with a heads up - I never gave a thought to something like this happening.
Click to expand...


I think Hermes Sevres just went through due process and it took time.
 
#75
Luvbolide said:
IMO, "due process" should not apply to a situation like this. Replace the 250E item, then try to figure out what happened. The customer should immediately be made whole.
Click to expand...
I totally agree, especially a world-renowned company with the super luxury rep of Hermes. But all's well that ends well.
 
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