Worst shopping experience in Paris Serves

[kemilia]

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.

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.

Yay! Finally a good ending!!

 

[PJW5813]

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.

You are talking about a cross continent situation here and that does complicate matters. If you are running a large business you have to have a due process to ensure that claims are checked and your employees can't just send replacements to anyone who makes a claim. You have to have a system in place to prevent fraud or theft. It was not an error that the customer noticed immediately and from our perspective it seems perfectly valid why that was the case. The items were bought on September 29th and I don't think OP told us when she first contacted Hermes.
We don't know if the involvement of the Taiwan store helped.
Perhaps the Taiwan store should have given the replacement, as a token of goodwill, and the sought reimbursement from Paris.

 

[Luvbolide]

You are talking about a cross continent situation here. If you are running a large business you have to have a due process to ensure that claims are checked and your employees can't just send replacements to anyone who makes a claim. You have to have a system in place to prevent fraud or theft. It was not an error that the customer noticed immediately.

We will have to agree to disagree on this one. OP purchased other items at the same time. She is not making up wild stories to game H, which prides itself at being at the top of the heap of luxury scores, for the price of a handbag ornament. It matters how H presents itself - making a ruckus out of a small item is not appropriate. Make the customer whole and then figure out what happened. The worst case for H here would be losing less than 300 Euros.

I live in the US but shop regularly in Paris and am in the system there. I would be furious if I were in OP's situation and had to resort to seeking the help of my local boutique to try to get a resolution.

This is not a legal matter with due process implications, it is a simple retail issue and should have been handled promptly as such. The customer is always right.

 

[DaBish]

I'm glad it got resolved!

I have a feeling that it got thrown away with the excess wrapping paper and ribbons and that is why they can't see it on film.

 

[Serva1]

Glad this story had a happy ending.

Once a SA packed the wrong bracelet for me, a model I hadn’t even considered nor tried on. My BFF wanted to see all my purchases when I was at the hotel. I would otherwise never have opened the box until home (a 3 hr flight). The SA was very young and inexperienced but so polite and I was just glad to get my bracelet without a hazzle (last piece) so I didn’t make a number of it. These things can happen = human error.