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

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  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:09/28/2022

  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.

  On September 15th I placed an order (I have purchased several items from both Hermes boutiques and online and never had a problem previously) for a polo shirt. The order# is **********. To be absolutely specific - the order was for a Double Jeu technical polo - the color is (orange) Feu / Navy in size XL. The polo is $410, with $26.65 tax the total was $436.65. IMMEDIATELY charged to my charge card. The whole transaction was unfortunate and the worst customer experience that I have ever had. The interaction that I had on the telephone with Hermes customer service was callous and for the most part inept. To this day - I STILL HAVE NOT RECEIVED WHAT I ORDERED AND PAID FOR.A week later on September 22, I received a package from Hermes. When I opened the package, it was not the polo that I ordered but a woman's bangle bracelet. I immediately called Hermes **************** about the mistake. From day one, the onus was placed on me for everything. I had to prove the wrong item was sent. I had to send pictures of the bangle. I had to follow up no less than 5 times on the telephone with wait times between 20 to 45 minutes each time. The calls that I made between Thursday September 22 and Monday September 26 were a further experience in frustration. Every C.S. Rep that I spoke to promised me that they would "take ownership" of the problem and would call me back regarding their response from the ** warehouse. I did finally get a rep who contacted me back on Tuesday Sept. 27 for resolution. They sent me a return shipping label to send the bracelet back. They COULD NOT LOCATE the polo however. The rep stated that they would have a boutique contact me about one that would still be in stock. I still have heard nothing back from any Hermes store and my charge card had not been credited back the $436 - almost 2 weeks later and I STILL DO NOT HAVE THE ***** No only do I want the polo, but for maintaining a longtime customer satisfaction - a credit applied

  Business Response

  Date: 09/29/2022

  ********** client placed an order (#**********) for the Double Jeu technical polo, SKU: H800271E 02XL on September 15, 2022. As confirmed by the client, the item received did not match the item ordered and a bracelet incorrectly delivered. ********** sincerely apologizes for the inconvenience the client has experienced and hope to correct this as soon as possible.
  Our team followed proper procedure to request images of the item received so we may investigate what shipped out in order to correct the discrepancy. After receiving the clients images, we soon after confirmed the mix-up and provided the client with a return shipping label. It is our standard ********** practice to receive back the incorrect item first so that our team may either ship out the correct item or process a refund if there is an inventory discrepancy on the item ordered. We are currently waiting for the item to deliver back to ********** so we can assist with a resolution of a refund or reshipment as soon as possible.
  We thank the client for their patience and understanding and look forward to turning this situation around promptly!

  Customer Answer

  Date: 09/29/2022

  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:

  I understand that your business has to follow your policies and procedures, however this issue has not been resolved to my satisfaction.  Being a high end luxury retailer-Hermes is held to a higher level of standard of clientele service than most average retailers.  I acknowledge that in today's consumer market, you need to receive your merchandise back before you can process a return because there are unscrupulous consumers who would take advantage of a lenient return policy. ********* I appreciate the "apology" for your mistake, no matter how callous, robotic and ********* it may sound to a customer.  However, try to empathize with your customers like myself who trust Hermes to offer that unparalleled level of customer service that your completion does.  The plain fact is that I paid on the spot online for a specific Hermes item that was not even close to what was sent, a piece of jewelry instead of an article of clothing.  I waited a week to receive it - with any other high end retailer-the *** is 2 day express delivery. This would have cut down on my wait time.  This polo is for an upcoming cruise to go with the rest of my Hermes wardrobe.  Now, because of an inept mistake - on Hermes part - the onus has appeared to be on me for everything. ********* I understand your polices & procedures, but 2 weeks + and I still do not have my polo that I ordered because: #1. Hermes shipping ***** made a mistake sending out the wrong item, #2. Hermes sent out the last XL feu/navy polo that I had reserved to someone else or lost it in the warehouse - no-one can tell me exactly, #3. I have less than 2 weeks before my cruise and I was promised by two customer service reps that they would make this right by having one of the south ******* boutiques contact me about the polo as they evidently are the only 2 stores to have it in stock - yet I haven't heard anything from the the boutiques nor the customer service reps. ********* now-when I try to find the feu/navy polo in XL - the Hermes website only give me the ****************** boutique as the only store in the entire country that has it.  So which is it? South ******* or *********? I just want the erroneous charge credited off my charge card and to purchase what I originally order 2+ weeks ago by having whatever Hermes boutique contact me that has it in stock!

   

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

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

  Business Response

  Date: 10/24/2022

  ********** sincerely apologizes for the challenges the client has faced with this incorrectly shipped order and the delay in assisting with a new purchase for the correct item. Our team has received back the incorrect item and a full refund has processed successfully. We no longer have the specific item available which is why a refund rather than a reshipment was completed. A dedicated member of our team will be working closely to connect the client to a local boutique to complete an in-store purchase. We sincerely thank the client for their understanding. 

  Customer Answer

  Date: 11/03/2022

  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.

  Although it has been "resolved,"  I am extremely disappointed in Hermes.  

   

  I understand that mistakes happen, however - this has given me pause in dealing with Hermes as a customer.

  There are too many other French & Italian fashion houses that would go above and beyond to compensate for this unfortunate experience.

  Quel dommage.

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