Hermès — Local services in New York

This location definitely deserves a 1-star review simply because of the sales associates.

A little backstory: I’m a college student whose family has a great passion for Hermes. We’ve been collecting pieces from the brand for decades, ever since my grandmother’s generation. I have experienced the pinnacle of Hermes service- from invitation-only trips to Paris on a quest to build our dream bags, to exclusive events and more. We love this brand for their quality leather and silk. Usually when visiting Hermes, I would be accompanied by my mother or my aunties- who usually sported some sort of Hermes bag. I went alone on this trip- a mistake that greatly reveals the flaws of this store.

Upon entering the boutique, I knew that this would not be an Hermes-standard experience. The sales associates immediately emanated a sense of rudeness and pretentiousness. I understand that they work and represent Hermes, but the chivalry associated with this brand was completely absent in this store. The first impressions of the store abruptly disrupted my sense of the brand. I was astonished at the disorganization.

Not a single Hermes employee, after browsing two floors, offered to assist me. This in itself is a flaw of customer service, but is not significant. However, the rude mannerisms and lack of effort of the sales associate AFTER requesting to view a few items is completely unacceptable. She refused to genuinely attempt to show the product and hovered in the background- eager to pounce on a more “desirable” client. Despite your past history or loyalty to the brand, the employees should care deeply about each client.

I made my way to the top floor. A selection of exotic pieces were on display. First and foremost, the boutique is not as nice as those in Asia or in France, nor is the skill of customer skills of the client advisors on this floor.

Whilst admiring some of their exotic goods, an associate rudely approached me and, in a loud and condescending voice, demanded that I not take photographs of the pieces. Obviously, growing up visiting Hermes boutiques, I’ve come to learn this rule by now- and had NO intention of taking any photographs. I assume they thought that because I appeared young, I was also naive- not a good look.

Their staff hovered around me, keeping a close eye. I’m not sure what they thought my intentions were, but it seemed to me as if they wanted to make me uncomfortable so as to force me into leaving. It’s quite funny when I think about this tactic. Somehow, the age of a client correlates to a disruption of the “luxury” environment of Hermes, and thus, commands the employees to act viciously.

I will never step foot into this boutique again, at least without my family members.

This experience reveals a deep flaw in Hermes. I feel as if they need to retrain their employees at this location. Perhaps, train them not to make assumptions about young clients and to treat...

I had such a strange experience here. Not sure what to make of it. I visited this location the 2nd week in January 2022, I believe, on a Wednesday. This was my second trip to the store. (I live in NJ) The store was closed after New Years Day due to covid. I did call the store the day before to confirm hours and whether I needed an appt. etc.. I was told they would be open. OK. Waste of $16 toll, parking, etc.

It was my 25th anniversary which I was to spend in Paris. Sadly, due to the RONA outbreak, our plans had to be canceled. Hence, I have already experienced disappointment!

Anyway, I met a lovely salesguy Luis. He was so engaging! I was hoping to pick up another Hermes bag for my anniversary. I have been waitlisted for almost two years with no response from my NJ SA. (I do have a Birkin 25 that my husband bought for me while we were in Paris @Faubourg store). After giving me a great education on Birkin sizes (35 vs 25). The salesman gave me Perrier and his card. He mentioned that inventory is very low due to Covid of course and that i should check back in a week... He was almost giddy... he made me giddy as well. I got to my car and sent him a thank you text. Unfortunately, I did not realize it at the time, but I texted the wrong number, and then I lost the card. I went back into the store for the third time on a Friday a week later. Unfortunately, it was his day off. I could not get any assistance. The sales folks were busy gift wrapping bags (sales from the night before). My timing was terrible again but It was my mistake for losing Luis's card and texting the wrong number. While there, i had to suffer through listening to the most pretentious of customers (who also cut in front of me) droning on and on about her personal connections and how she can get a Birkin...blah blah blah. Why are you here begging then? She periodically touched her Birkin bag as some kind of evidence. I was unable to get any assistance, so i just asked for Luis"s card again. I was told he would be in on Saturday and I should text him. I later did so and received a scathing message back. I mean, really, really, really nasty. The person barked that I had the wrong number... it was the exact phone# from the card i received. I was very nice and apologetic, but still he snarled at me. So what was that? I really don't know, but I no longer care... no material possession is worth enduring such awful treatment and runaround. I realize that I'm better off taking a holiday in Paris and visiting the Faubourg Saint-Honoré store while there, versus enduring any additional runaround and poor treatment. Maybe I will be able to purchase another Hermes handbag. Maybe I won't, but it is no longer a driving force and I was driven!

In the meantime, my husband bought me a lovely FF Baquette for my 25th anniversary! It sits nicely next to my Birkin 25. They are lovely...

I had an abhorrent experience at this store, specifically the leather section and appointment.

I went promptly at 10am on a Friday morning. I get assigned a SA, and there is no "good morning" or "Hi, my name is _" or a greeting of ANY kind. First thing she asks me is, "Have you shopped here before?" Okay. "No, I haven't," I respond. "Where have you been?" she asks, already with a disengaged look on her face. I didn't feel this was appropriate. What would be expected as a response? I've been busy building my financial freedom and career? I smile politely.

Before asking me anything -- such as "what bring you here" or "what are you looking for" -- she asks me to fill out some client form. It asks for my name, address, email, birthday -- all my personal information. I don't feel comfortable filling it out when I haven't even had a proper interaction yet. I fill out my name and email. She turns the iPad around at me and says I need to fill in everything including my address. Had she been a professional sales associate, she would be able to read the discomfort on my face. But she insists, so I fill it out, despite feeling uncomfortable with the situation.

Finally, I ask her for the bag I'm looking for, for purchase or even just to try on. 5+ of them had been on display as of 6pm the evening prior. Without missing a beat, she says, "that's not available." But I had seen 5+ on display just the previous evening! Incredulous and bummed out, I ask her, “Are you sure there are no mini Arcons available?” as I did not see her bother to check stock. She responds with a rhetorical question, “Why people are so distrusting?” I was dumbfounded and taken aback at the response. It put me off completely because if a customer is potentially there to drop $$$ and you call them distrusting in a passive aggressive way, that is poor customer service. It's distasteful.

Any other brand providing high-end luxury would have no problem with that question. It's a pretty normal and innocuous question. It can even be seen as a statement of disbelief that they are all gone, not that the SA lied. And it's not difficult to even pretend to check, or even make the effort to check once.

I realized walking out that this experience did not meet the level of service expected at a luxury retailer, at all. VCA, Delvaux, even Cartier - the in store experience has felt at least equal to the service I would expect dropping significant sums of money. Hermes did not pass the vibe test, for a brand purported to be the pinnacle of luxury.

I purchase from Chanel, Delvaux, Cartier regularly, but perhaps I did not look the part of a “Hermes customer.” Nonetheless, deeply disappointed, I turned around and took my money...