Hermès — Local services in Boston

My husband and I were visiting from out of state and wanted to pay a visit to this Hermes location. We did book an appointment prior to arriving in Boston for a Monday but we since we had time on Saturday, we decided to stop by earlier. We did have to wait in line for a little bit for the next available SA but this made sense since we did not have an appointment. While we waited, we spoke to the gentleman at the door and he was very friendly and accommodating.

I am very grateful that we had done this because that is how we met our SA, Zachary. There is not enough words to express our gratitude on the service he had provided to us during our first visit. He listened to what we were looking for and went above and beyond to show us different styles and colors for the items we were interested in. He certainly had an amazing eye and knowledge of the brand. He made us feel very comfortable and in turn, we wanted to make sure that our appointment on Monday was with him.

For the day of our actual appointment, it was relatively quiet in the store which we liked and it gave us time to browse through the store while waiting for our appointment with Zachary. During this time, each staff member was very welcoming and they made an effort to ask if we were being helped, including the manager - which we appreciated.

This is one of the very first appointments my husband and I had where we truly enjoyed the experience thanks to Zachary. He took time again to make sure we saw different options for the items we were taking a look at such as the blankets and we appreciate his fashion taste and advice when we were unsure on which item to go with. His honesty, effort, and overall happy aura is what made us smile leaving the store. We definitely would recommend him for anyone stopping by the store and he is someone we will continuously visit when there is an opportunity to come...

The worst experience at any Hermès I've ever visited. Every city I visit, whenever there's an Hermès store, I always visit and buy alittle something. It was weird at 1st entering. No one at the door. No one to greet us. The security guard didn't even acknowledge majority of people there. There were no SAs to be found on the ground floor. I thought it would be a quick in and out shopping trip because I knew what I wanted and it was there. At most I should've only been in there 20mins. But instead, I was walking upstairs searching for an SA to even acknowledge that there were several people downstairs waiting. Several clients actually walked out so pissed off. But the interaction that I am absolutely appalled by was by the security guard downstairs when asking if there were any SAs available for the ground floor. Was so extremely rude and snappy and condescending. He spoke to us like we were stupid. And we weren't the only ones he spoke like that too. This one couple walking out, he was rude to too. The husband, almost turned around and had a combative interaction. But he decided it wasn't worth it. That security guard needs to be fired. He lacks courtesy and awareness. He should've put the barriers up to limit people from entering, knowing there were no SAs available. Just also to keep the integrity and safety of those in store and the SAs too. He clearly did not care and made that very aware to everyone he interacted with.

Meanwhile we have a pretty high spending history and long client history. Enough to be invited to shows and private events. So to be spoken to that way was so extremely disheartening and distasteful. Honestly to witness anybody be disrespectfully treated whether they have a profile or not, is not the level of class we are accustomed to by the Hermès company.

This location needs...

If I could give Hermes and this store a zero star, I would.

I am a repeat Hermes customer. I had an appointment at my Boston boutique today at 3:30 PM. I showed up on time. My salesperson saw me, avoided me for 10 minutes, told me he would be with me in a few after he had made me wait 15 minutes, and did not show up even after a 40 minute wait...all despite an appointment for that time. This guy was so arrogant that he did not respond to several texts from his colleague; he had my cell number and after I left the store without him honoring his appointment (and wasting a good hour of my time), he did not even text an apology or anything. I spoke with the store manager.

I shop a ton with the best and finest, and I have never seen more arrogance and indifference from any retailer ever in my life. The whole experience from a high-end retailer of this repute (where I am a repeat client) left me and my family appalled and in utter disgust.

It is a shame for a company that claims to pride itself in its heritage. Obviously being customer friendly is not one of their traits. Being snotty beyond repair most certainly seems to be what they excel at.

I used to have a wonderful salesperson at Hermes before this guy was assigned to me because that lady left the company; and now I know why. Nice people must not have a spot there apparently.

Bad people, bad organizations - neither should have a place in anyone's existence. This store stinks; it rots from the head. And the company must not care because there must be enough people to keep this rot alive.

What a shame....