Hermès — Local services in Honolulu

Worst experience in a Hermes store ever.

My wife and I live in California and the difference between the Hermes stores in our state and the one in Honolulu is night and day.

To begin with, no one greeted us or paid any real attention to us until the last minute. We walked in and I asked an SA if we needed an appointment to shop and he said no and left it at that. We started to look around and noticed there were 3 pairs of customers in the store at the time we visited and each group had an SA. On the other hand, there was about 8-10 SA walking throughout the three floors or standing and doing nothing and not one came up to offer any help.

My wife owns multiple Hermes leather goods including 4 Birkin's and some Kelly bags. In a last ditch effort after walking throughout the 3 floors for 15 minutes without any help I went up to an SA and asked for advice for a "new" customer to see if we would get treated differently. He looked at us and said "try the fragrances" and walked away.

We said F that and started to walk away. When we got to ground level an SA noticed my $100k 5711 watch and almost ran to ask how could he help. I get it's a luxury store but it bad business that they will only pay any attention to you if they think or feel that you have the money to purchase any of their high commission items.

This feeling was reinforced when we noticed that all the SA would jump to help out the Chinese and Asian tourists. My company does a lot of business with China and I know that China and Asia are the biggest markets for luxury goods at the moment so the workers will only put in their time with people they think will buy something of high commission or multiple leather goods.

We ended up leaving and buying what we were looking for...

I recently visited the Hermes Ala Moana store and had an outstanding experience, particularly when comparing it to my previous visit to Hermes Waikiki. The immediate and warm welcome upon entering, coupled with the staff's extensive product knowledge, created a positive atmosphere. Unlike my experience at the Waikiki store, every team member was actively engaged with customers, avoiding the common pitfall of ignoring or avoiding eye contact.

The Ala Moana store maintained the authentic Hermes Maison spirit, treating customers with respect and hospitality regardless of their spending level. This starkly contrasted with the Waikiki store, where I felt that basic customer service principles were overlooked. The Ala Moana team exuded enthusiasm and passion for the Hermes brand, making my shopping experience truly enjoyable.

A message to the Waikiki team: Prioritizing care and courtesy for every customer is fundamental to customer service. Addressing these basic elements should be a priority to ensure a more positive and consistent experience for all visitors.

Congratulations to the Ala Moana Team. Thank you to Ayumi for your wonderful...

I shopped at a lot of Hermes stores. This one could have had better customer service.

The first time I came here they told me I had to either toss my to-go iced tea or come back when I finished it. I came back a few minutes later when I was done with it.

Then, an SA helped me and when I asked for bangles in a size 70 - she told me they only had 65 without offering to order one I liked in a 70. I asked for her card because I never had such a ...not great SA. I don't want her to get in trouble but her name has been mentioned in negative reviews here before.

I came back the next day and got another SA. I had to ask her 3 times to show me the tray of bangles. She kept directing me to the ones that were on display. I finally got her to show me the bangles tray & I got two. Then, she was super nice to me and gave me perfume samples.

Maybe they deal with a lot of tourists at this store and that's why they are such intense gatekeepers?

I did shop at the Waikiki store earlier that day and they were way nicer and forthcoming but the selection there wasn't that great...