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

• 

  Hermes Of Paris

  125 Grant Ave San Francisco, CA 94108

• 

  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:04/14/2023

  Type:Order 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 card holder from Hermes.com. They requested the item to be returned to their warehouse even though I didnt ask for a return. I have called them and emailed numerous times telling them to please send me the item asap, as Ive paid for it. They need to mail me this item immediately and also provide a discount or future credit for the inconvenience!

  Business Response

  Date: 04/19/2023

  The client ordered a cardholder on April 5th,2023. The client contacted us the same day to cancel the order. We were unable to cancel the order, however we informed the client we would request that ***** return the package to our warehouse so that we may refund the client. The client contacted us on April 7th, 2023, stating that they would like the package to be delivered to them. We received the item from ***** on April 11th,2023 and reshipped the item to the client on April 14th, 2023. The item was successfully delivered to the client on April 17th, 2023. We have contacted the client to let them know the tracking and that their package was out for delivery. We remain available should the client have any further questions regarding their delivery. 

   

  Customer Answer

  Date: 04/20/2023

  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:03/16/2023

  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 would like to complaint for my return at ******* store. Ive purchase few items from Hermes Manhasette and I wanted to exchange at ******* ********* I called customer service and read their return policy it state that I can exchange to anything. When I arrive I saw a ********** so I asked to exchange to two small leather goods to the bag. The sales associate said manager wont allow me to exchange to anything but small leather goods. I told her Ive call corporate to double check before I drive 2 hours out to exchange my items. Then the sale ask the manager to talked to me, his name was ****. He was very rude and kept rolling his eyes and just do not feel like dealing with me. I told him whats going on and he just told me I wont help you no matter what corporate says. This customer service from high end luxury store should not be acceptable. The return policy is written on the receipt clearly saying I can exchange to anything I want. I would like to have store credit like it states on the receipt return policy.

  Business Response

  Date: 03/29/2023

  A member of our Client Relations team spoke directly to the client on March 27, 2023.  Our Clients Relations team is currently working with the client toward reaching a resolution.   

• Initial Complaint

  Date:03/05/2023

  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 bought an item online and the business clearly state on their return policy that I can return the item to the store for store credit.I went to store yesterday and they refused to let me get store credit and made me pick things that were on display, which turned out to be all scratched up. The sales **** completely lied about their store return policy, she told me I must exchange to something today or they can not give me store credit.

  Business Response

  Date: 03/22/2023

  Hermes.com has spoken to the client directly and the client confirmed they would be returning the item to Hermes.com for a refund. We have not received any details about the return from the client,however our Client Relations team remains available should the client have any further questions.

  Customer Answer

  Date: 03/22/2023

  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:03/01/2023

  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.

  Purchased an item from the store, but returned and was offered store credits of $1066.98. I was told that the store credits would never expire. Right now I am told that over $600 of my store credit was claimed by *******************. Hermes could only send me a check of $400+. I lived in ******** when I did the purchase and return. And Have been living in ** since then.

  Business Response

  Date: 03/10/2023

  The client was offered a store credit in 2018 and contacted ********** on February 27, 2023 inquiring about her store credit balance.  In July 2022, Hermes advised the client in writing that, as per state law, her store credit balance was in danger of being escheated to the ******************* if she did not request the store credit remain open.  When Hermes did not receive a response from the client requesting the store credit be kept open, a portion of the store credit was remitted to the ******************* in accordance with applicable law.  Hermes maintained a balance of $426.79 which we are sending back to the client by personal check.  Our team has informed the client, by phone and email, of the process to reclaim the remitted funds from ********** via the ********** Unclaimed Property website.  If there are any questions or concerns, our Client Relations team is delighted to assist at ************** or by email at **************************************

  Customer Answer

  Date: 03/13/2023

  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 never received any letter or note from Hermes regarding my store credits being in danger, as they claimed in their response here. I unfortunately believed their promise earlier that my store credits would never expire, so I never thought about checking it. Until recently I was going to make a purchase, I thought that I could check in the meanwhile. Disappointedly, I was told that part of my store credits was claimed by the ********, when I called Hermes recently. I spoke to one of their representatives and was very disappointed about how they handled the issue. Never received the check of portion of the balance that they mentioned here neither.

   

   

   

   

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

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

  Customer Answer

  Date: 04/20/2023

  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 brief conversation I had with them didn't address my concerns at all. I have tried my best to find resolutions with them, before I posted my complaint here. Since all the direct communication with them have been very disappointing, I came here to post my complaint. The only progress I made here was that I received the check that has partial of my store credits from Hermes, after I made my complaint here. Besides this, all the responses they posted here just make things more frustrating and disappointing.

   

   

   

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

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

  Business Response

  Date: 04/27/2023

  Herms has issued the client a check for the amount of $426.79, and the client has confirmed receipt of this check. We have provided the client with all the information to retrieve the remaining funds, $640.16,from the state. At this time, the client must proceed with the recommended steps, as Herms is not permitted to complete that part of the process. We do remain available to answer any questions through our Client Relations team if the client experiences any challenges on how to complete the process and encourage the client to call us directly at ************** for further assistance.
  

• Initial Complaint

  Date:02/10/2023

  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.

  Transaction Date: December 31, 2022, Amount: $234.03 Order # ********** I made this order, however, never received it. After contacting Hermes, the customer service told me ***** had my signature proving the delivery of the package, so they cannot make refund. But I never signed for this package at all, I think it was either other person faked it or ***** faked it.I then contacted my bank to dispute the charge. But Hermes refused it again with the FAKE ***** signature. This time, I was able to see the proof of delivery, and it is a line instead of my signature!I don't want to argue who faked the delivery proof. The fact is I paid the money without receiving the package. I wanted the money back from Hermes. They instead of me should take the responsibility.

  Business Response

  Date: 02/21/2023

  Hermes.com client from Order # ********** purchased a tie on December 31st which was picked up by ***** and delivered to the requested address on January 7th with signature. Per Hermes.com policy,once an order delivers and we have received signed proof of delivery at the address on file, the delivery becomes customer property. We have shared this information with the client and our team remains available should the client have any additional questions or concerns.

  Customer Answer

  Date: 02/22/2023

  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]

  I never signed for the package and I never directed anyone else to sign it for me. And I never received the package.

  I can be seen clearly that there is only a line on the signature pad, and it was not from me or anyone else I know. The signature is forged. Hermes never tried to resolve the issue at all in the past few weeks. Here are the detailed communications between me, my bank and Hermes.

  I firstly contacted Hermes due to the package missing. They declined the refund and told me to file a dispute with my bank.

  I filled a dispute with my bank, and later on, my bank declined my dispute because Hermes insists the package had been delivered. For the first time I saw this "signature" from ****** as I decried above, it is a line, which is not from me or anyone I know.

  I tried to contact ****** But I am not the shipper and did not pay for the shipping, they cannot do anything.

  Then I went back to Hermes for refund, they declined again and directed me to fill "customer protection" with my bank. I also asked them to contact *****, but they refused.

  I went back to my bank, but they don't have such "customer protection". They can only continue the dispute if I have additional info from Hermes. But Hermes just repeated similar things like "this package has been delivered to the customer". 

  In summary, I never received this package from Hermes and they declined my refund request multiple times. From the beginning to the most present communication, Hermes, instead of helping me resolve the issue, just wants to get rid of all its liability and blames everything to me. They said they are open to help, but they never helped me on this in the past few weeks.

  This is the first time I ever shop on Hermes, buying a gift for my boyfriend's Ph.D ******** but it became a nightmare.

   

   

   

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

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

  Customer Answer

  Date: 04/22/2023

  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]

  I received a phone call on Mar 6th, 2023, although it says "No Caller ID", the lady claimed that she represents Hermes and told me that she would go ahead and approve the charge back to my account within a week. However, the credit is NEVER back to my card.

  I contacted Hermes.com two weeks later, and received the email says"Kindly know, although we cannot guarantee a resolution date, our Specialists will continue to monitor your claim closely and follow up with ***** until a resolution has been determined. Once the claim has closed, we will follow up with you directly." on Mar 24th, 2023. The email is attached.

  Till the date of Apr 22, 2023, I still have NOT heard further from Hermes.com NOR received the credit. Therefore, I CANNOT agree with the statement from Hermes.com. I still need BBB's further help on this.  

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

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

  Business Response

  Date: 05/10/2023

  The client placed an order on December 31st, 2022 for a tie. The order was delivered with a signature on January 7th,2023. We have spoken with the client, and a refund for the order was issued on April 27th, 2023. We remain available should the client have any further questions regarding their order or their refund.

• Initial Complaint

  Date:02/08/2023

  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 have been a loyal customer of ********************** around the world for Many years, I love the quality of your brand and service.I was in a business trip in Milan where I have bought many items for gifts as I always do.I bought a belt and when I arrived to the hotel the belt was a little big so I came back to the store to do another hole or change it.There was a Lady at the front door with a very bad attitude and it was very rude and told me with a bad attitude I cannot do anything and its your fault so that it Thanks God the ****************** who was the sales associate was there and he FIX the issue with a good attitude and response.I have never file a complaint before but this ladys attitude was amazingly bad for such of high quality venue.

  Business Response

  Date: 02/13/2023

  ********** contacted the client on February 10th,2023 to speak with the client about their experience overseas and apologize for any inconveniences caused. We were unable to leave a voicemail. We have not heard back from the client and will reach back out again right away. If there is any issue with making contact, we invite the client to reach our team at ************** so we may assist with a resolution right away.

• Initial Complaint

  Date:12/26/2022

  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 have purchased a Hermes Merveilles Bleue parfume about 6 months ago. After a short period of time , the pump assembly within the glass bottle became detached and made the parfume unusable. It is almost full as I did not used it offten. I have contacted Hermes via email a number of time, first They told me they only send replacement or refund in case of manufacturing deffect. Than I sent pictures of the internal parts being broken and separated and no physical damage present on the bottle or on the outside part of the pump , so it can not be anything else but manufacturing defect.Hermes simply replied , there is absolutely nothing they can do about it.

  Business Response

  Date: 01/05/2023

  Hermes.com has further reviewed the clients request and will be assisting the client with a replacement. A member of our team will reach out right away to assist with next steps. We thank you for your patience and understanding.

  Customer Answer

  Date: 01/10/2023

  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]

  Nobody from hermes contacted me in anyway. No email no phone call , nothing.  
   

   

   

   

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

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

  Customer Answer

  Date: 01/25/2023

  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 demanded to return the parfum with the faulty spray pump which in it self a joke in my opinion . Parfum was returned to Hermes. 
  it is a shame for an otherwise reputable company to make me jump trough hoops to get a simple issue resolved.I still did not receive a replacement nor did I got a phone call from Hermes  . 
  Im just going to wait for Hermes forensic department to approve the replacement, if its ever going to happen. 

   

   

   

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

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

  Business Response

  Date: 02/03/2023

  We appreciate the clients understanding and have processed an exchange for the client on January 27th on Order #********** after receiving the original fragrance back to our distribution center. The client has received the tracking for the new order directly and can follow the delivery on *********. If there are any questions or concerns, our Client Relations team is delighted to assist at ************** or by email at *************************************.

• Initial Complaint

  Date:10/26/2022

  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.

  Order #********** did not receive item, please refund.

  Business Response

  Date: 10/31/2022

  Hermes.com client purchased the Tie 7 H Brides de **** tie, SKU: H339328T 02 on Order #**********. The order delivered to the client on August 25, 2022 and ***** received signature at the time of delivery. The client contacted our team 6 days after delivery on August 31st to notify us of non-receipt, despite signed proof of delivery. Almost two months later, the client reached out advising that the item was located but received damaged. Our team has requested images of the damage to look into a possible repair for the client since the item shipped brand-new and two months have passed since the delivery date. 

  Customer Answer

  Date: 11/03/2022

  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:

  Just send me a pre-paid label and I will send the item back instead. Whatever I have I will send back instead of me going back and forth with you. 

  I will buy a tie at the store instead, just much easier. 

   

   

   

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

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

  Business Response

  Date: 11/30/2022

  The client from Order # ********** has been provided a return shipping label for the tie to be inspected at our distribution center.We will be in touch with the client directly through our Client Relations team should we have any follow up questions regarding the item.

  Customer Answer

  Date: 02/24/2023

  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]

   Returned the item, please advise. Thanks. 

   

   

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

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

• Initial Complaint

  Date:10/26/2022

  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.

  On 9/2/2022, I placed an order of a tea cup set from Hermes. However when I received the package, the tea cup was already damaged. The cause of this damage was because the product was not appropriately packed as it supposed to be before shipping. The box of the tea cup was designed to place all 3 items (lid, saucer, tea cup) separately, but when I received the product, the lid was packaged inside the tea cup. For these fragile items, there's no doubt it would be damaged during the shipping.I contacted Hermes customer service email on 9/30 trying to solve this issue, however, after I sent my receipt and images of the damaged product, there has been no update from Hermes anymore in the past month, and I followed up with them via email, there's no response any more.

  Business Response

  Date: 10/31/2022

  ********** client purchased the porcelain tea cup with lid and saucer on Order #**********. The order delivered to the client on September 8th with proper foam insert packaging so the items do not move or shift in transit.The client did not notify us until September 30th of any damage to the item, after the porcelain piece was in the clients possession for 3 weeks.We are unable to proceed with a claim for a delivery issue after the item was in the clients possession for this amount of time. All reports of a damaged item from transport must be reported upon receipt. We apologize for any inconvenience the client has experienced and our Client Relations team remains available should the client have any follow up questions.