Complaints

This profile includes complaints for Hermès's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hermès

  55 E 59th St Frnt 3 New York, NY 10022-1197

• 

  Hermès

  1988 Northern Boulevard Manhasset, NY 11030

• 

  Hermès

  691 Madison Avenue New York, NY 10021

• 

  Hermes Of Paris

  125 Grant Ave San Francisco, CA 94108

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bag from Herms during my visit to the **** in June and paid for it at the store with my credit card. I believed the transaction was complete and correct.However, after I returned to *****, I suddenly received a message saying that the price I was charged was incorrect, and I was asked to pay the difference. This was very surprising and upsetting, as I had no reason to believe there was any issue with the original payment.Additionally, the request for the extra payment did not come from an official Herms email address, but from what appeared to be a personal staff members email. This made me feel extremely uneasy and unsure whether the message was legitimate.I contacted Herms and asked to return the item. They agreed, but told me I would be fully responsible for all return shipping costs and for any problems during shipping, such as loss or damage. I felt this was unfair, especially because the issue started from Herms side, not mine.I also contacted Herms *****, but they told me they could not assist because the purchase was made in the **** I asked if it would be possible to return the item through Herms Japan, but no solution was offered.I am now left without support, feeling stressed and disappointed. I am not at fault, yet I am being asked to carry all the cost and risk caused by a mistake that I did not make.I respectfully request a fair solutioneither to return the bag through Herms Japan, or to return it from ***** without being held fully responsible for shipping and risk.

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Herms regarding a highly concerning and unresolved issue with a return I recently made.Herms received my return package and confirmed the receipt via email. However, shortly afterward, they accused me of sending an empty package, which is a false allegation. Despite my repeated requests, they have failed to provide any credible evidence to support this ******** contrast, I have gathered substantial proof confirming that the item was properly packed and shipped:Surveillance footage clearly showing the process of packing the item and sealing the return box.Shipping and delivery records, including tracking confirmation that the package was delivered.Weight documentation from the shipping carrier, confirming the presence of contents in the package.The return number is ********** with total amount $6877.31.

  Business Response

  Date: 07/09/2025

  The client ordered a ********* To Go wallet on February 18th,2025. They received the package on February 19th, 2025 and initiated a return the same day. On March 5th, we received an empty envelope rather than the package. The ***** tracking confirmed that the package was .1 lbs upon drop off. The item does not fit in the envelope we received and the weight of the package at drop off does not match the weight of the item. We attempted to contact the client twice on March 21st, 2025 and left the client a voicemail to contact us regarding their return. The client has not responded to our phone calls. We cannot issue a refund without receiving the product. We remain available at **************** to discuss the return with the client. 

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I ordered a $197.48 perfume for delivery to my mother in law ******** **** on 2/22/25. The package was finally delivered in late March and was the incorrect perfume - it was our error in ordering and the perfume is unopened. We filed for a return request on 3/26/25 and received a return label. My mother-in-law went to *** Ex to return package and was told they do not mail perfume as it is flammable and was told to send it via ****. We have the tracking number from the return package and it tracks the package back to the Hermes return facility in ******, ** on 4/4/25. I have tried to ameliorate the situation with customer services on six occasions and through a series of phone calls with customer service on 5/13 and 5/14 I was told that the entire warehouse was searched and the package couldn't be found and that video surveillance confirms the package was never delivered despite my tracking number from **** saying it was delivered. **************** specialists ******** recommended that I file a claim with the post office. I asked for the above in writing an they told me they could not put the above about warehouse/video in the claim.Reading online reviews this is not the first time a customer has ordered from ********************** an the package been lost. After reading other customer experiences, they have a pattern of not fulfilling orders. Customers should be able to request an exchange without having to spend hours on the phone with customer service.I would never buy from this brand again and would highly discourage anyone I know from buying Hermes after the poor customer service we have ************* are the pertinent order numbers: Order Number: #********** Return Number: ********** Tracking number ********************** Delivered April 04, 11:23AM ******, ** ****** ****

  Business Response

  Date: 06/03/2025

  The client placed an order on ************************** on February 2nd,2025. The order was lost in transit, so we reshipped a new item to the customer, which was delivered on March 20th. On March 26th,the client initiated an exchange, and then shipped the exchange without using the prepaid return label we provided. The client contacted us on April 30th asking for the status of their refund. We did not receive the clients return item, however, we exceptionally refunded the client on May 19th,2025. The client has received a full refund.  We remain available at *************** should the client have any further questions.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hermes is refusing to refund a product that has already been returned to them. They received the return on 5/1. They are claiming that the purchased Hermes Apple watch was activated when it was never worn beyond trying it to ensure it fit. It was not even turned on. They are refusing to exchange as well. The purchase was $1700! This is appalling for a company that claims to hold themselves to higher standards. They are refusing to return my money and are saying I should go through my credit card company.

  Business Response

  Date: 05/16/2025

  The client ordered an Hermes Apple Watch and accompanying strap on April 15th. The order was delivered on April 17th,and the client returned it on April 30th. Upon receipt of the return, we found the watch had been paired. We cannot accept paired ***** devices for return. We offered the client an exchange for the strap, however the customer refused. We sent the item back to the client on May 10th and remain available should the client have any further questions.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a ****** from hermes for $609.90 almost 2 weeks ago, the package got lost during transit via ***** ************. 3 days ago I contacted ***** they told me it was lost in ******* and i live in *******. Now hermes costumer service told me i have to wait 7 to 10 days more for an investigation to complete and see if they can issue a refund, i find this horrible costumer service i dont have to wait 10 days for lost package that never ever reach my doors steps not even my the state i live. Horrible service i want my full refund asap. I been waiting 2 weeks and half, they should offer me a discount at least for the issue but they dont care wont be buying anything from hermes anymore.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 05, 2025 Better Business Bureau of ************************************************************************************************************************** Dear *** or Madam,I am writing to formally request your assistance in resolving a consumer complaint involving a defective item purchased from Herms of Paris, **** whose registered office is ************************************On March 16, 2025, I placed order number ********** for a Herms Robe Lgre Giant Triangle scarf (ref: ******** **), which I sent as a gift to *** ****** ******** at *****************************************, for an important event in *******, ** on May 10. The total value of the item was $998.44.*** ******** wore the scarf once, and the stitching came undone in one corner. The item is clearly defective and should be repaired or replaced by Herms under normal consumer protection expectations. The scarf was returned to Herms on April 16 under return number **********.Despite Herms promise of a response within 10 business days, it has now been over 14 business days (three weeks), and multiple phone conversations with Herms customer service have yielded no resolution. Herms has refused to offer a refund, replacement, or repair. The return remains in 'pending approval' status.I am requesting your help in obtaining a resolution. I am seeking either a full refund of $998.44 or a repaired or replaced scarf. This lack of accountability from a major luxury retailer is unacceptable, and your support would be greatly appreciated.Thank you for your attention to this matter.Sincerely,***** *********

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding a highly concerning experience at the Herms Chicago boutique. On March 1, 2025, I purchased a Picotin bag (Receipt #******). Upon inspection, I found the blind stamp marked with an A, whichper widely recognized Herms collector chartsindicates the bag was made in 2017. This makes the item 8 years old at time of purchase, and this age was never disclosed to me.When I returned to the store to seek clarification and support, I was met not with professionalism, but with condescension and hostility from the Assistant Store Manager. She dismissed my concerns, refused to verify the stamp internally, and made comments like Im not gonna sell any leathers to you today, cutting me off mid-sentence. Her tone and body language were exclusionary and degrading. When I asked for the customer relations contact she promised to provide, she never followed through.She also falsely claimed that refunds are only possible if I appeared very upset, which came across as a patronizing and discretionary gesturenot a valid consumer right. At the end of our conversation, she coldly said, We have no obligation to tell customers the manufacture time of the bag, and encouraged me to go ahead and *********** a loyal customer who came in respectfully, I felt deeply dismissed and humiliated. I now question whether bias played a role in how I was treated. I am requesting:A formal inquiry into the bags production date Herms policy on blind stamp disclosure A review of the store managers conduct A proportionate resolution (refund or exchange)

  Business Response

  Date: 04/17/2025

  A member of our team has reached out to *** **** and hosted an appointment with the client on 4/8/25. She ultimately decided that she would not like to exchange the handbag and she is satisfied to retain the original handbag she purchased.  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *I submitted a complaint before but didn't get a confirmation that it with through. Around 11/13/24 I took my H Belt Buckle into the ************** location to be sent in for repair because it was severely oxidized. I've been waiting to get a response from the workroom in Paris where it was sent for repair but my ********** Representative, *** ****, is no longer responding to my emails. I've also sent emails to customer service and have yet to get a reply. The last reply I received from *** was 2/7/2025. I sent an email to **************** on 2/20/****** ticket number for the repair is:************* For the email sent to customer service the ticket number is: [******************].

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern: On November 13, 2024, I took my H Belt Buckle to the ************** location for repair because it was severely oxidizing. The ticket number is ************* Communication with my ********** Specialist, *** ****, has not been very good, so I sent an email to Hermes **************** on February 20, 2025 (ticket number ******************), and Ive still not received a reply.

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife purchased a Hermes belt for my birthday and got a size 100. That is my size for my other high fashion belts so I figured it would be the same for Hermes. When I finally tried the belt on and connected the buckle it was 2 sizes to small. I contact Herms and they said send the belt back and when we receive it we'll send out a size 110. I received a call today stated that I could not get an exchange because the belt was worn. I said that belt was NEVER worn because it's too small to even put through a hole. A customer service *** offered to make another hole to increase the size and I told her no. Just exchange the belt. She said they couldn't because it's been worn. I said that's impossible because I never wore it and requested to speak to a manager. I said *** I never wore the belt and he said I'm looking at the pictures and I see wear and tear on the belt. I said that's impossible, I never wore the belt. He has a very sarcastic, nice/nasty attitude and I asked what am I to do with a belt that I can't wear? He said to gift it to some one. I ask to speak to his manager and he said there was no one else to talk to. I said so there's no one else above you and he said no. I then asked do he own the company and he said no. I said so there is someone above you. I was able to reach someone other than him and she said that the buckle had no wear marks or the belt. But the hole wear I connected the buckle to the belt did. So because I tried the belt on I couldn't exchange it for a bigger size. I WOULD HAVE NEVER TRIED THE BELT ON KNOWING IT WOULD BE UNRETURNABLE simply because I tried it on. It didn't say that on my invoice, website or anywhere else. This is very disappointing. I feel like I've been wronged and would like this matter looked into further. I requested to see the pictures of my return to verify that it was my belt they were looking at and was told no. I email customer support and they responded via email and ask have I tried losing weight.

  Business Response

  Date: 03/03/2025

  The customer placed an order for a bracelet, a belt strap,and a belt buckle on December 21st, 2024. The order was delivered on December 23rd. The client contacted us on January 31st asking to initiate an exchange for a bigger size belt strap. We received the return on February 11th, ********************************************* its original condition. We contacted the customer and offered to add additional holes to the strap, however we cannot accept a worn item for a refund. The client understood and we returned their items to them on February 21st. We remain available should the client choose to send their belt strap to our after sales team to add additional holes.