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:04/01/2024

  Type:Service or Repair 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.

  Hermes, I've always admired your craftsmanship and understood the prestige associated with your brand. Unfortunately, that admiration is wavering because my recent experiences have been so disheartening.My wife and I spent years dedicating ourselves as loyal customers at the Manhasset store, only to discover it wasn't an official Hermes location. That was a major setback after investing so much time and effort in building a purchase history.Now, as our 25th anniversary approaches, I want to surprise my wife with the bag she's always longed for. It would be a symbol of how far we've come together. However, I've encountered nothing but roadblocks. I've been turned away by your store, and just so you know, the service provided in your stores is degrading. ***** associates dont even look at you in the eye and just say straight forward that they dont have any bags in stock. Navigating your website feels like a losing battle. Items vanish within seconds, making it nearly impossible to compete with what might be bots. Ive spent days and days refreshing but havent had any luck. Is it too much to hope that a loyal customer's history and desire to celebrate a special occasion would be given any consideration? I recently read an article about a lawsuit and I resonated with that article because I too feel like a victim. Your current system feels impersonal and, frankly, a little unfair. Its not fair that we werent informed of Manhasset store being a concessionaire and our purchase history going down the drain. I feel helpless, angry, and frustrated. This feels like betrayal.

  Business Response

  Date: 04/25/2024

  Our team has reached out to client and are working with client directly to arrange a wonderful appointment to address clients concerns.  Our Client Relations team remains available should the client have any further questions.

  Customer Answer

  Date: 05/02/2024

  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:03/26/2024

  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 want to make a formal complaint against your service and one of your products.I placed an order (n **********) in August at the beginning of 2023 for oran sandals.You sent me used sandals which is totally unacceptable. I sent supporting photos, this is the first time this has happened to me with a high-end brand.The day after receiving it I was leaving the country for 3 weeks, so I was not able to return the sandals as I was out of town. I decided to keep them, considering that I didn't really have a choice, despite my great disappointment.When I returned, I contacted Herms customer service, mentioning the problem and emphasizing the fact that the sandal was of poor quality. The person on the phone confirmed to me that there were a lot of returns and complaints regarding this sandal and confirmed to me that I could return it. I informed him that I had worn it even though it was already used at the start. She confirmed to me that the return was OK and sent me the return slip.I took the time to return the sandal to go to the post office despite my busy schedule. Once received, you tell me that you cannot accept the sandal because it has been worn. I received the sandal and it had already been worn I sent you photos to support it!!! In addition, the customer service person confirmed to me that I could still return it because of many complaints and returns.Its not over, when you sent me back the sandal, i called to ask how could I wash it, the person at the customer service to know how to wash it cause they were dirt I followed the instructions and now they are completly scrap How can you sell a sandal for $1500 and offer a service like this? You made me waste a lot of money and also time by giving me bad information.I am completely outraged by your customer service and your product which is really of poor quality compared to the price.I want this email to be given to a manager and for them to contact me. I want to be reimbursed or compensated for all of this. It's truly a horrible experience for me and I'm really not satisfied.Please get back to me soon

  Business Response

  Date: 04/12/2024

  The client placed an order on our ******** website for a pair of sandals. The client stated that the shoes were not in perfect condition upon receipt. Our ******** team has been in contact with the client and has issued an exceptional refund. The ******** customer service team remains available at ************** should the client have any questions regarding their refund. 

  Customer Answer

  Date: 04/14/2024

  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:03/25/2024

  Type:Sales and Advertising 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 was contacted by my Hermes sales associate by the name of **** via text message telling me she had an ******* bag in the pm size. She asked when I could come in the office and I told her 3/23/24. I arrived with my mother and told her my mothers birthday was coming up and since her name started with an H like Hermes I wanted a belt for her. **** showed me a three buckles that she asked me and my mother to try and an ******************. The trying of the belts was to get out waist size. One belt had a tag on it but the bag for myself and belt did not. I assumed **** wouldve given me a new belt and bag once she stepped away. She then called us over to the register and where three boxes were with bow on them. Not once did she give us a price nor show us what was in the box. She told me to inset my card for the two belts and i e bag which then totaled $6337.99. My mom and I ate lunch at a close by restaurant and then I drove the hour ride home. Excited to see my new purchases i started to film as I unboxed the belt and bag I found that both items were the used displays or returned items. There was no tags on either one and just okay if in the bag. The belt holes had been stretched out from use and both sides of the belts had large scratches on them. I reached out to **** via text with my complaint and she said to return items on Monday to have her manager assist. I also called Hermes customer service to complaint. I am disgusted that she would devalue a hard working woman by trying to pass of use displays or worn items for over *******. I want to return both my bag and belt and get a full refund as those were used and keep the only item that had a tag which was my mothers belt. I am requesting a refund of $5452.44 for the used items sold to me that is being returned.

  Customer Answer

  Date: 04/19/2024

  At this time, I have been contacted directly by Herms regarding complaint ID ********, however my complaint has NOT been resolved because:The sales associate responded to my text fo come in and speak with her manager. I was refunded for the two items returned but they never addressed me being over charged for two items and never offered to refund me the difference. I sent numerous messages to the associate and she never replied.

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

  *************************

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Herms regarding complaint ID ********. The only refund received for an item returned and they never refunded for the others nor called me back. T
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/04/2024

  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 ordered a Hermes bracelet, received it on Friday , Feb 23, 2024 at 5pm, wore it for no more then 2 hrs to see how it felt on, and realized I ordered the rose gold instead of the gold tone, packaged it up, sent the pre-label back to them on Saturday, Feb 24 at 10am only to find out they said it was scratched upon being returned and told I wont be refunded. I wanted to exhchange it once I got my refund but now will never do business with Hermes. Theyre return. Policy is basically a scam staring 30 days and I returned it within 12hrs.

  Business Response

  Date: 03/07/2024

  The client purchased a bracelet on February 13th.The bracelet was delivered on February 16th. The client dropped their return off with ***** on February 19th. We received the return on February 23rd and regretfully, the bracelet was not in its original condition. We have returned the bracelet to the client and remain available at **************** should the client have further questions regarding their purchase.

   

  Customer Answer

  Date: 03/11/2024

  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:

  The Hermes response dates were wrong! I received the **bracelet on Friday, 2.16 at5pm  I returned it to Fed Ex via ********** Saturday, Feb 17 at 9am a Fed Ex drop off via staff  (I have all the Fed Ex receipts) The pickup via Fed Ex was on Monday, 2.19 but it was packed and secured in the original packaging  I had the bracelet for a matter of hours before realizing I received the rose gold not the yellow gold  I was told it couldnt be returned because of scratches but after viewing other BBB issues this seems to be a common issue scratches  speaking with their customer service you may as well talk to your hand. I dont understand how a reputable business can exist like this  I received the bracelet back today and there are no scratches on it! Again I wore it for 2hrs at the most!!!  Hermes return policy is a scam and Ill never purchase a thing from them again!!!  Note to others there is no return legit policy at Hermes theyve said in other cases I read scratches so its what they do and seem to get away with  the bracelet is in a drawer and Ill never wear it because of this!!!

   

   

   

   

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

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

  Business Response

  Date: 04/08/2024

  The client purchased a bracelet on February 13th.The bracelet was delivered on February 16th. The client dropped their return off with ***** on February 19th and we received the return on February 23rd. We have spoken with the client directly and asked that they cancel their chargeback so that we may issue them a refund.Once the chargeback is cancelled, we would be delighted to issue a refund. We remain available at ************** should the client have any questions regarding their order. 

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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 pair of Hermes Sandals online on January 2, 2024 for $781.67 in a size 37. When I received the sandals, they did not fit and were not worn. They were placed back into the box until I was ready to prepare them to be returned. Also, the return process was very hard to compete. It took a few days before anyone responded and sent me a shipping label to return the shoes. In the meantime, I purchased the correct size on January 9, 2024, a 37.5 for $882.71 to arrive prior to my departure to ******* on January 11, 2024. On January 31, 2024, the return was received by Hermes and I received an email today that my return could not be processed although the Senior representative confirmed the shoes werent worn and the return was completed within the proper return policy timeframe. I would like reimbursement of $700.00 for the sandals what were not worn and do not fit. Ive already purchased a new pair for the correct size. Reimbursement would be a fair resolution rather than offering bad customer service and taking advantage of customers for the companies gain. Order #**********

  Business Response

  Date: 02/27/2024

  The client placed an order for a pair of sandals on January 2nd. The client created a return for the sandals on January 22nd.Regretfully, the shoes that were returned to us were no longer in their original condition.  Therefore, we are unable to accept them for a refund. We sent the sandals back to the client, and the sandals are currently in her possession. We remain available by phone at ***************, option 1, should the client have any further questions or concerns regarding her sandals.

  Customer Answer

  Date: 02/28/2024

  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:

  I have not received a refund or the return of the sandals. Again, Ive already purchased an additional pair of sandals from the company, that are my correct size. The sandals were returned in the same condition that they were received and the only reason for delay in returning the initial pair was due to a vacation which was the whole purpose for buying the sandals. Please provide a refund. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/08/2024

  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 previous response said that the shoes are in my possession. Which they are not, as I previously mentioned. Not have they provided any proof that they were delivered to me. Now, they are saying they are in transit. It is March 8, 2024, and this nightmare with Hermes has been going on for some time now. Their representatives are clearly known to make false statements. At this point, with the poor customer service and lies I have dealt with with this company. I demand a full refund and all fees! 

   

   

   

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

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

  Business Response

  Date: 03/25/2024

  The client placed an order for a pair of sandals on January 2nd. The client created a return for the sandals on January 22nd.We have received the clients return and have worked with them directly to reach a resolution. We remain available at *************** should the client have any questions.

• Initial Complaint

  Date:01/30/2024

  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.

  I placed an order for a bracelet on Jan 17th in the evening. I was aware that the bracelet would not ship until the next day Jan 18th and paid for overnight priority shipping. The bracelet did not arrive on the 19th, it did not actually get delivered until the 23rd, by then missing the event we needed it by. I asked to have the expedited shipping to be refunded as the item did not arrive as promised and as paid for. They have refused. This is wrong, they charged me for overnight priority shipping and it did not arrive by the date paid for. I would like the expedited shipping refunded. Order ##********** Shipping cost $70

  Business Response

  Date: 02/08/2024

  The client placed an order on January 18th. The package was shipped on January 19th, and regretfully experienced delays while in transit. We have issued a refund to the client for the shipping fee, as the package did not arrive in time. We remain available at **************** should the client have any further questions regarding their order or refund.

  Customer Answer

  Date: 02/15/2024

  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.
  
  ****************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2024

  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 bracket for my wife for my anniversary. When the bracelet arrived it didnt fit my wifes wrist, it was a bangle so it is solid mental and wouldnt fit around her hand. So I put the product back in the original box and initiated an exchange for a similar product with a bigger size. The original one wasnt available so we requested one very similar. I then sent the return through ***** to Hermes. After a good while not hearing anything from Hermes I sent an email asking for an update. A few days later I got a box in the mail which I assumed was the new bangle but that again didnt fit. I then realized it was the same product. Hermes sent me a mail saying the product was damaged so couldnt do the exchange.I called and spoke to multiple people in Hermes but they wouldnt budge on their position. I was fairly certain we didnt cause damage to the product as it was never worn, it wasnt physically possible to wear due to being too small.What then made the experience worse is I opened a claim with *************** but for them to process the claim they needed a repair estimate from a verified vendor. Hermes wouldnt provide me with an estimate or wouldnt fill out the form for the insurance company.Ultimately I gave up, we still have the bracelet which cost 500usd but it is sitting in a drawer. I might give it to my daughter when she is old enough.

  Business Response

  Date: 01/30/2024

  The client placed an order for a bracelet on July 17th.The client returned the bracelet on August 1st. Upon receipt, we discovered the bracelet was not in its original condition. We sent the bracelet back to the client on August 23rd, as we are unable to refund this item due to the condition. Regretfully, we are unable to repair this item, therefore we cannot provide a quote for a repair. We remain available should the client have any further questions regarding their order.

  Customer Answer

  Date: 01/31/2024

  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:

  A couple of points,

  1. When speaking to Hermes customer service they couldn't guarantee that the damage didn't happen on their side when opening and inspecting the product, The assumption here is that I damaged a product that was never worn. I don't accept that I was at fault for the damage.If Hermes cant prove that they themselves didnt cause the damage in opening and inspecting the product how can they claim that I was at fault, they are essentially admitting it could be them.

  2. If the Hermes thinks that the product cannot be repaired then why can't they fill out the repair estimate form (attached) that is required from my purchase protection and just say that the estimate is the total cost of the product? Hermes customer service told me that the product was inspected by a returns specialist, why cant they include any documentation that should exist from that return specialists analysis?

  The fact that I am trying to claim from my own insurance and cant get support from the company seems ridiculous. Even if we acccept that there is damage but dont know when it was caused, I am still left out of pocket for a product that I cant use - it is sitting in a box.
  

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

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

  Business Response

  Date: 02/16/2024

  The client placed an order for a bracelet on July 17th.The client returned the bracelet on August 1st. We have assisted the client in creating an exchange for the bracelet and are looking forward to receiving the bracelet for an exchange. We remain available should the client have any further questions regarding their exchange.

• Initial Complaint

  Date:01/17/2024

  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 was told package was delivered never received item from order ********** and package was signed for never received item I called and was told thats nothing they can do for me

  Business Response

  Date: 01/30/2024

  The client placed an order on January 1st, 2023.The order was delivered on January 5th, 2023. The client contacted us 11 days later and stated the package was not delivered. The proof of delivery states the order was delivered and signed for at the correct address.We remain available at **************** should the client have any further questions regarding their order. 

   

• Initial Complaint

  Date:01/17/2024

  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.

  I ordered a belt set from Hermes in December after consulting their hotline regarding the size. The belt was delivered but turned out to be too big. I immediately contacted Hermes about a return and placed another order for the correct size.According to ***** tracking the return reached Hermes shortly after I had sent it, and about 2 weeks later I received an email confirmation from Hermes, saying they're processing the return. Today I received an email about my order for this belt being on the way to me. Confused I called the hotline, which told the me that the warehouse found a scratch on the belt buckle and they won't be able to accept the return. I assured the representative that I had the belt and buckle out of the box for a matter of minutes only, and definitely did not create any scratches. The representative went on to escalate the case and discussed with the warehouse but they still insist on not honoring the return, claiming I created this scratch.Feeling disappointed would be an understatement. Hermes is literally expecting me to buy the same belt from them twice, despite the return being caused by a wrong size recommendation. Despite the return having been initiated immediately after receiving the delivery from ***** and determining that it's the wrong size. To be fair, even if I had just wanted to return the item within the 30 days that they granted, without ordering the same belt in the correct size again - this should not have been an issue at all. Because I did not damage their buckle.That said, I asked their phone support to have a higher level of support call me back, I would really wish to see them rectifying this situation still.

  Business Response

  Date: 01/30/2024

  The client purchased a belt on December 12th and returned it on December 20th. The client also purchased a replacement belt in their true size on December 20th. We have spoken with the client and have reached a resolution with them. We remain available at **************** should the client have any additional concerns. 

  Customer Answer

  Date: 01/30/2024

  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:01/16/2024

  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 ordered an Apple Watch that was never delivered. Upon tracking showing delivery, I immediately filed a complaint- ***** may have delivered it to someone but it was not me. The signature is not mine and I was at home at the time of delivery. My security system shows no ***** person ever came to the door. ***** will not allow me to file a claim. The shipper must file. I called Hermes, and they will not file a claim stating its against policy. They will not refund my money saying it shows delivered. They basically robbed me, even though they could file a claim. I expect better from a luxury brand.

  Business Response

  Date: 01/22/2024

  The client made a purchase on Hermes.com on December 2nd.The order was delivered to the provided address and signed for, which is shown on the ***** proof of delivery. At this time, we encourage the client to contact their financial institution for a refund, as we are unable to dispute this delivery with ***** further. We remain available should the client have any questions regarding their order.