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

• 

  Hermes Of Paris

  125 Grant Ave San Francisco, CA 94108

• 

  Hermès

  1988 Northern Boulevard Manhasset, NY 11030

• 

  Hermès

  691 Madison Avenue New York, NY 10021

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: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. 

• Initial Complaint

  Date:02/19/2025

  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 still have $7000 in my Herms **** account, which was the money I previously spent purchasing bags at their store. They refuse to refund me and insist on converting it into store credit. They also told me this credit can only be used in-store within the ***** requiring my passport for verification. However, the **** recently abruptly canceled my **** without reason, and I can no longer return to the country. I've sent numerous emails to Herms, but after nearly two weeks, no one has responded or resolved my issue! I cannot access my funds!

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Herms regarding complaint ID ********.
  
  Sincerely,
  
  *** ****
  

• Initial Complaint

  Date:02/03/2025

  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 purchased a lipstick from Herms. Upon receipt of the item, I discovered that it was damaged, which presents a potential health risk as the product is meant for direct application on the lips.When I contacted Herms customer service, I expected a resolution prioritizing customer convenience and safety. Instead, I was informed that to receive a refund, I would be required to personally drop off the defective product at *****, which would take me approximately an hour round trip. This is unreasonable and places an undue burden on the customer, especially when the defect was not caused by **** am requesting that Herms issue a full refund without requiring me to drop off the item at ****** Instead, they should arrange for a pickup service, provide a prepaid return label with home collection, or issue a refund without requiring a return, considering the product is damaged and unusable.

  Business Response

  Date: 02/06/2025

  The client placed an order on ************************** on January 30th, 2025. On the 31st, she called us stating the item was damaged. We asked the client to return the item so that we may refund them. The client originally was not willing to return the item to their local ***** drop off site. We spoke with the client again on February 6th, and the client was able to drop the item off at *****. We will refund the client upon receipt of her return. We remain available at **************** should the client have any further questions regarding their return.

• Initial Complaint

  Date:10/08/2024

  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 placed an order on or around July 11th, 2024 for a cosmetic item to gift my client. The order number was #********** with a ***** tracking number of ************. I did not realize that my client never received this gift until last week, in casual conversation at one of my visits. My client did not feel right asking me what happened to it, and I never felt the reason to make sure she received it. When I called Hermes to report this, they told me theres nothing they will do about it and to call the courier. This is not an appropriate response to a shipment never having been fulfilled, much less for a luxury brand.

  Business Response

  Date: 10/24/2024

  The client placed an order on ************************** on July 12th,2024. The client contacted us on October 4th, 2024 stating the package was not delivered. We spoke with the client on the phone on October 7th,stating we are investigating the delivery. On October 9th, we left the client a voicemail stating a refund will be issued to their account. A full refund was issued to the client on October 11th, 2024. We remain available should the client have any further questions regarding their refund. 

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

• Initial Complaint

  Date:10/08/2024

  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 bought a belt and return exactly what I got and Hermes refuses to give me a refund and sent me the return back. When I tried emailing them to explain the situation I got a general response not addressing the issue at hand. I am more than willing to re-send the return back if I am given a label to do so.

  Business Response

  Date: 10/17/2024

  The client placed an order on May 17th, 2024.They initiated a return on May 26th, 2024. The item we received from the client was not the item sent to the client, and additionally had been worn while in the clients possession. We sent the item back to the customer on June 6th, as we cannot accept this item for a return. We remain available at **************** should the client have any additional questions regarding their order. 

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As stated in my original complaint I returned what was sent to me in the condition that it was originally sent in. Please send me a return label so I can return the items sent to me for a refund

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

• Initial Complaint

  Date:08/14/2024

  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 returned a pair of sandals (in brand new condition and in their box). I received two emails from Hermes on July 3 confirming receipt of my return. 3 weeks later I had not been refunded so I emailed Hermes. I did not receive a response so I called, and the customer service agent told me they received an empty box. Hermes claimed they filed a claim with ***** and ***** denied it so there is nothing else they can do because they did not receive the shoes. This is not possible, The weight of the package of my return package is the same as the weight of the package I received. Hermes did not receive an empty box. Someone at their warehouse emptied that box, which is confirmed by the two emails I received confirming they had received my return (implying my return was processed once and the package emptied, and then the empty package processed again).I filed a chargeback with my credit card company and Hermes told me they are disputing the chargeback. Infuriating experience when the evidence all points to this being the fault of Hermes, not a long time customer. Because of the way they handled this experience, I will not shop there again.If you look at recent reviews, you'll see others are facing an identical experience. Something is going on in their warehouse and they are placing the blame on the customers instead of investigating their own employees.

  Business Response

  Date: 08/19/2024

  The client ordered a pair of sandals on June 26th.They initiated a return on June 28th, and we received the return on July 3rd. We did not receive the item in the return package, so we opened an investigation with ***** on behalf of the client. The client filed a chargeback, and we accepted the chargeback on August 7th. The client has been refunded, and we remain available at ************** should they have any questions about their refund. 

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hermes did not accept the chargeback, nor did they issue me a refund.  They emailed me on August 7 that they were seeking a chargeback reversal and that they "do not control the outcome."  Email attached. I have only been issued a conditional credit by my bank while the dispute is ongoing.  As of today, September 6, I have received no contact from Hermes on this since August 7, and they have not submitted any documentation to my bank, nor notified the bank that they have accepted the chargeback.  Their response is not accurate.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 10/10/2024

  The client ordered a pair of sandals on June 26th.They initiated a return on June 28th, and we received the return on July 3rd. We did not receive the item in the return package, so we opened an investigation with ***** on behalf of the client. The client filed a chargeback, and we accepted the chargeback on August 7th. We have attempted to contact the client on September 27th and October 1st to confirm this information directly from the client. We have not yet received a response, however we remain available at ************** should they have any questions about their refund. 

• Initial Complaint

  Date:07/30/2024

  Type:Delivery 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.

  Complaint Summary:I ordered a product from Hermes, and my package was held at a location for pick-up. I am unable to retrieve it, and despite multiple requests for the item to be sent back to Hermes, the package remains uncollected. Additionally, the sales associate at the Vancouver store incorrectly entered my first name, potentially leading to the package being held at the location.Details of the Complaint:1.Order Information:Order Number: ************ Tracking Number: ************ Pick-Up Location: ******************************************************************** Date of Transaction: July 13 Amount Paid: $1400 CAD 2.Communication Attempts:I contacted Hermes customer service on July 15, July 24, and July 28 to request the item to be sent back to them and to ask for a refund. Despite these multiple attempts, I have not received any satisfactory response or resolution.3.Issues Faced:My package has been held at a location for pick-up, but I am unable to retrieve it.The incorrect entry of my first name by the sales associate at the Vancouver store potentially led to the package being held.My requests for the item to be sent back to Hermes have been ignored.This has caused significant inconvenience and frustration.Desired Outcome:I am requesting a full refund for the undelivered item.Additional Comments:This is my first experience with Hermes, and I am extremely disappointed with the service. I expect a prompt resolution to this issue.

  Business Response

  Date: 08/13/2024

  As per the attached documents, we have issued a refund for this client on July 30th. It appears Amex has opened a dispute requesting information on August 1. For this reason, the client should reach out to AMEX directly.  We remain available at **************.

  Customer Answer

  Date: 08/15/2024

  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:07/29/2024

  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.

  These people are scams. I sent back my bracelet for a bigger size and they are saying that they received an empty box. I don't understand this. They give you prelabels I believe so your items aren't weighed. They are doing fraudulent activities. I hope ***** discontinues shipping with them because they're making them look bad. These people are thieves. At this point refund me my money.

  Business Response

  Date: 07/30/2024

  The client placed an order on July 13th, 2024.The package was delivered on July 16th. The client initiated an exchange on July 17th. On July 22nd, we received their return package without the item. We advised the client that we would open a claim to investigate the delivery with *****. The client then opened a chargeback. We are refunding the client through the chargeback, and remain available should the client have any questions.