Hermès Paris 24 FBG — Local services in Paris

I encountered the greatest insult ever. If you don’t want to offer something good to me, say it; if you don’t want to serve a Chinese customer, say it and ask someone else to come; if you want to insult Chinese customers to relieve your menopausal anxiety, quit your job and go find a psychologist.

this lady asked me about my home country and pushed me to speak French while I can’t. I have to search on my google translate because my point is to buy something i like, not to argue about the potential invisible discrimination. Then, this lady kept on saying that she couldn’t speak English and just after that, she turned to a next table lady from Middle East, and told her that today there are a lot of bags for her in English fluently. She did that in front of me. I mean, you don’t even want to pretend? This is soooo unacceptable, a totally rampant discrimination. Lack of education! Finally, she gave me 2 bags to choose and said that’s the ONLY ones available in this store today.(LMAO)

This kind of sales person who worked for Hermes for a long time just owns a CDI contract so they can do anything they want and if the company wants to fire them, the company pays more.

I reported this to the leather goods department manager, but there is obviously no possibility for them to apologize.

So a quick suggestion, if you are a normal customer, especially from a foreign country, keep your money and spend it in other brands. —————————————————————————— Quick update and feedback:

5/11: first rdv and bad experience, I posted this review and 2 photos of the SA(just to help other customers to be mindful about the potential tricks, the photos are not taken by me, they are from other netizens)

5/14: 40-min phone call with the director, he apologized and invited me again (2rd rdv) to the store. I deleted one of the photo (too clear) and left the vague one there because I think the attitude from Hermes is good overall but it can’t deny the rudeness of that lady.

5/18: 2rd rdv, was only told to delete the photo or they will sue me to face the 1-year in prison maximum and 45000 euros fine. SO A TOTAL THREATENING. Can’t believe it. The director said my behavior of posting the photo of SA is illegal. ( in China we have camera everywhere, I mean I’m not the French citizen, how can I know how strict you are for the image, photo and etc.?) and I feel so numb about their threatening. Not surprised at all. You can tell me in advance that you want me to delete the photo and explain it in a friendly way instead of asking me to be here without honesty. I didn’t need to spend half of my day to be in the store and listened to your threatening words…gosh….

After experiencing all these, I feel super exhausted and afraid of entering that store ever again. I am fully traumatized by that and that makes you realize the power of an individual is very limited and cannot compete with powerful capital.

But another lesson I learned: never take photo even when you experienced something racist/ horrible/ disgusting… learn to take some other proofs, because obviously you can’t compete with them….so hard to protect your own right nowadays. Never waste your time trusting that...

I wanted to write a review of my FSH experience, but more specifically my experience with a truly incredible person. I had come to the flagship location many times over the past few years with little to no real interaction with anyone. While I can appreciate this is the flagship store and truly has some of the most beautiful window displays you might come across, the amount of people in this store is a lot on any given day.

However, my husband and I decided to pop in on the day of my birthday on our most recent trip to Paris. We specifically came to try on a pair of shoes and we were told the wait was about 20-30 minutes so we decided to browse around some other departments while we waited. We had decided to stop at the silk section as I adore the scarves and the special prints they create every season, we were immediately helped by a wonderful person named Marlene. Immediately Marlene offered to assist with all the shawls and was willing to show me any print, color and style I had my eye on, she was so knowledgeable about each unique print. Any question I had she would answer with ease, patience and you could see she really wanted to help us. I had chosen a beautiful shawl and simply asked if she might be able to assist with some other departments around the store and without fail she was willing and able to assist and not only that, she offered suggestions on certain pieces I liked, collected my size and even brought me things to try that I had shared I might have liked, but wasn’t sure of the color.

This was such an incredible experience, not to mention it felt so personalized and warm, I know it is easy to feel lost in the shuffle in this store, and I have not always had this experience, but I had to share this because it was really unlike anything I had experienced before at the FSH location because I know it is not every day that you are able to encounter people who are so willing to help you, but also have patience and offer assistance and most importantly their time and kindness. Marlene was so knowledgeable about everything. If I asked for something she was willing to find the answer for us and she really knew so much about the products, colors, sizing, etc. Marlene did not even know it was my birthday until much later when I finally shared it and she offered champagne to both of us, truly a nice touch. Thank you Marlene for such an incredible experience, it exceeded all of our expectations, not to mention it felt like we had our own personal guide on everything we asked and wanted to learn more about, the most wonderful shopping experience I have encountered and it was so nice to experience this on a very special day! Marlene thank you so much for taking the time to make our visit so special and giving me a really wonderful birthday experience and such an amazing memory that I will cherish forever! We cannot wait to come back and see...

This review follows a deeply disheartening experience that has completely altered my trust in Hermes' commitment to its products and clients.

Twenty years ago, I invested in what I believed was a legacy piece: a Constance Mini in Chevre Metallisee from Paris Faubourg store. I cherished it based on the brand's promise of unparalleled quality and craftsmanship meant to last generations.

Recently, dark spots appeared on the leather. Hoping for the expert care Hermes is famous for, I brought it to the store for repair. They did sent it to their ‘professional leather atelier’ for analysis. However, the response was a profound disappointment.

I received a email stating: "Il ne présente pas de caractères défectueux et correspond bien aux critères qualités liés à ce modèle. L'état actuel du cuir est directement lié à l'usage et aux portés. Aucune réparation ne peut malheureusement vous être proposée."

Translated, this means the bag has "no defective characteristics" and its condition is due to "usage and wear." Therefore, "no repair can be offered."

This corporate response is the heart of the problem. By defining the issue strictly as "not a defect," Hermes is completely sidestepping its legacy promise. Of course, a 20-year-old bag shows wear! But for a brand that sells itself on creating heirlooms, the inability—or outright refusal—to perform restorative care on aged leather is shocking. Are we to believe that "heirloom quality" simply means "it will fall apart, but we won't help you maintain it"?

The issue isn't that they couldn't fix it; the issue is that they chose not to. They are technically correct that it's not a manufacturing flaw, but they are morally wrong in abandoning a cherished product. What is the purpose of an "atelier" if not to master the art of leather restoration, including issues arising from decades of use and environmental exposure like humidity?

This experience reveals a sad truth: Hermes' commitment appears to end at the point of sale. The promise of a bag that can be passed down is a marketing myth if the company refuses to provide the necessary support to make that possible.

My cherished Constance Mini is now a symbol of a broken promise. I expected a partner in preservation; I was met with a dismissive policy. I cannot recommend Hermes to anyone who views their purchase as a long-term investment. The craft may be in the product, but the care for the customer is...