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🤮 1/5 - Absolute Nightmare to shop at Hermes Bordeaux
By 👻 @BeKind2Yourself, 02/17/2023 3:00 am
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End Jan 2023, its my first Europe visit since the Covid period started. It was my 2nd visit to Bordeaux Hermes store. I travel regularly to France/Italy often in the past. I am a Hermes leather goods lover and buyer for more than 15 years. I am one of those who experienced the fair share of good and bad "treatments" by the SA in France/Italy, depending on your luck. Oh yes, as most Hermes buyers know by now, its one of the rare brands in the world that make you feel like you are the serving staff rather than the highly esteemed customers, because one almost needs to "beg" to buy a leather bag (used to be only applicable to their iconic B and K, but now almost applicable to all leather bags), in most Hermes stores and especially in Europe (as we try to stretch our $$ since prices are lower than our native countries, which are outside Europe). We, as buyers, should stop this wrong phenomenon. I believe, if Hermes persists its way of doing its business, and allow their haughty/rude staff (esp Bordeaux Hermes) to think they can treat their customers (Hermes' quality and its prestige enable Hermes products to sell by itself for now) with little respect ( i like to challenge readers who read this to pay a visit to boutiques such as LV paris, you will experience the " heaven and earth" in customer service between these 2 brands). Since i was unable to obtain Paris online appointments consecutively for a week, i took the opportunity to pay a visit to the Bordeaux store (its one of the closest stores where i was residing at that period). It was truly a regrettable decision as i wish i had not gone there and i will never return there surely). I will try to make this as concise as possible: I went in started to ask for a canvas strap (for my bolide) and any small leather bag available, when a lady near the entrance acknowledged and asked what i was interested in. When she asked me more specifically, what model/s and colors do i desire, out of my mind, i mentioned Geeta and in any neutral color, one that i had tried to get in my home country but hasnt been available. She said she will check and get back. I felt a glimmer of hope of getting something based on her reply, vs the previous Bordeaux trip a few years ago because the shop almost had zero stock, though the staff at that time was really courteous and friendly). After about 5-10 mins, she returned and told me there was nothing. She said if i can hear the renovation noises,i will know they can only house very limited items (i was wondering why she needs to go away for 5-10 mins to know that). So, i decide to check on other items eg. perfume, scarves and small leather wallets, rather going away empty-handed after a 2-hour train journey. I asked her questions on perfume, but i can tell from her body language eg. she looks distracted and uninterested to have conversation with me. I told her i like to look at twillies, she brought out a tray to let me see, when i was going through the tray, i saw from the mirror (she was standing in front of me, facing her colleague, who took out the tray displaying the twillies) she was making some faces with her colleague, which i felt was mocking me, due to whatever reason). One can feel the unwelcome vibe that going through when the SA doesnt seem interested to serve you. To cut the story short, i went on to buy a few twillies and a bottle of perfume and got out soon as i was feeling uncomfortable to shop. I was really feeling upset and spoke to my sister about my experience. Upon her encouragement, i decided to return and asked for an exchange of my perfume to another item, so as to exert my rights as a customer and made that SA works for her paycheck. But, that original SA was nowhere in sight but a young guy served me instead and i believed he knew of the earlier episode. Again, this staff looks distracted too, after i asked for a few questions on items available. After decided to top-up and exchange to a card wallet, this male SA realized he didnt know how to process the exchange. In fact, he just realised i want an exchange, he didnt get it first time when i told him). This was when the real drama started. He asked his senior lady colleague at the cashier for help to process exchange, her immediate reaction was, cant do it as the tax refund form had been issued! I thot i heard wrongly, so when the guy SA repeated to me what she said, i told them, pls cancel all my purchases then. To me, its simple. You just need to cancel the whole previous transaction (which took place less than half an hour ago), and issue a new receipt and the tax refund form showing the actual items bought. By this time, i was "delighted" to see the first lady SA appeared and came down from upstairs, because i wanted her to be the one doing what she paved. Of course, you can see the displeasure on their faces while the first lady approached the cashier counter to see the commotion. After they finally processed the exchange with new tax form etc, the original SA tried to sabotage me by asking me to keep the old receipt including the tax form ("its for your own good" quote and unquote, with a smile). I asked for an explanation, since i only need the new receipt and tax form (i knew i will get into problem if the custom officer question me if i did as she said).I asked to see the new set of receipt/tax refund form to ensure they have processed and reflected the items after the exchange, which they claim they are still printing (the junior guy SA and the rest of the counter staff seem to work in tandem and to the cue of this first SA, which i believe should be the supervisor or a senior staff). Meanwhile, this first SA was raising her voice to ask me to listen to her while i refused and asked her to listen to customer's request eg. myself instead. I requested they throw away the old receipt/tax form and she said they cannot do it, i have to do it myself. I insisted and she tore up in front of my face sarcastically and (by this time) some customers who were attracted by the commotion. Before i exit the store, i loudly told the group of staff at the cashier counter, they were plain lazy (by telling me i cant exchange initially due to the first tax refund form already issued) and treat customer like myself, as an idiot. I have been a Hermes products buyer for many years whenever i travelled, and is well aware of Hermes' exchange policy. On my way out, i actually saw a customer being offered a mini Kelly dépêches. My upset was much alleviated after i did the exchange. I could not believe, how as a customer, i should be subject to such ridiculous treatment. Sorry for the lengthy narration. I wish no one who is a paying customer need to be subjected to such vile shopping experience (the worst i had for last 15-20 years of designer brands shopping). Most Paris Hermes staff, are at least courteous, professional and civilized vs those from Bordeaux. When i visited Paris LV before traveling home, i was given a VIP treatment though i just bought 3 small bags. It was akin i went through a baptism of the long lost truth, of how a normal paying customer should be treated. Its a strange phenomenon when they expect you their customers to carry their products with some class when they treat their customers otherwise.
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