Hermes San Francisco Store — Local services in San Francisco

This particular store is the epitome of arrogant and elitist and really needs to understand that the customers pay your wages/salary NOT the other way around!

I visited this store on Tuesday 21 November as I had an issue with a pair of sneakers I had purchased less than a week earlier in LA.

I was sent up to the shoe department, where I was made to wait for 10 mins as everyone ignored me. I finally got the attention of a SA who asked if I was waiting for someone, I replied yes and she proceeded to ignore me again. I approached her again and mentioned that I was needing help at which time she advised she would message someone to come up to assist and she returned to playing on her phone.

I was finally approached by someone (who I later discovered was a boutique director by the name of Pinky) and asked what I needed. I proceeded to tell this particular staff member that I had an issue with the sneakers I was wearing and wanting to know what options were available to me given that these were purchase less than a week ago and had only been worn a total of 2 times in that period (once to try on at home). The left shoe clearly had a defect as the leather had started to split. I advised that I was visiting from Australia, and was due to return home on a flight that night.

I presented a photograph of the purchase receipt, and advised that the purchase was placed on my brother-in-law's client profile and offered his phone number for ease of looking it up. Pinky, refused to take the phone number asking for his full name instead.

I was then asked if the sneakers were the "Depart" model, before she went out the back to check stock. Shortly after, Pinky returned to ask what size I was. I answered and she went back tot he back only to come back and advise that she didn't have the shoe in my size, but did have a different colour way. Based on Pinky's actions, I assumed an exchange would be possible. I mentioned I would be opened to taking the different colour, to which I was then told that wasn't possible and faulty items MUST be sent to Paris for evaluation and approval before an exchange given.

I understand that this may be the policy, but why waste my time asking what model and size I was as if to give the impression that a straight exchange would be given. She couldn't even advise if Hermes Australia would be able to assist me once I returned home.

What further added to my frustration was later advised by the original store in LA that whilst the standard policy is to have faulty items sent to Paris for evaluation, the boutique director as the discretion to authorise and exchange should they wish to.

I did return to the store and asked to speak to the director as I wanted to know why I was being given 2 different stories. The SA sent a message to the director and was told that I she had already spoken to me and would be entertaining any further communication with me as she was busy doing "something." When I questioned the SA about what the LA store had advised regarding the director having the discretion to offer an exchange, I got told "I'm only the messenger!"

Needless to say, the experience at this store was extremely poor and if this is the level of service clients of the brand are to receive from a "flagship" store I'll be questioning remaining a client of Hermes. What I do know is I will never frequent this location again after my...

1/31/20: While some of their staff were helpful and smiled, unfortunately the gal that reluctantly helped me was arrogant and dismissive. Who did she think she was, Mrs. Hermes? The poor thing works for minimum wage & commission. Having a poor attitude makes for no sales. I would not buy an item from her. I would tell the manager I want a helpful person so that person would EARN the commission from my sale. Who would give this lady $ when treated like that? She was confused at who is a millionaire & her place in this store. Their mens selection was quite limited too. 1 other thing: I told the sales gal that I tried to go to 2 Hermes stores in November in Paris, but each time they were closed. She snorted back that they get 11 or 12? store holiday days off a year & that their store is often closed. She just stared at me. What a pathetic disgraceful attitude. She should have apologized to me for my inconvenience in Paris & said she hoped I would find something I like in their store! She was a sad sack. Their loss was my gain as I bought items in Paris at Louis Vuitton & literally saved over $2,200 over buying the same items in the US. & now Louis Vuitton has my ongoing interest. I assume Hermes could care less, but this review is for shoppers! Show Hermes who has the power of your purse or wallet. You do, just like I do. 2/21/20: I visited the Hermes men's store in Rome. Large but the men's offerings are limited. They are also not fashion forward. I also visited the duty free Hermes shop in Munich's airport. It had 1 new tan leather backpack like bag that was ok, but it did not look amazing. It had the brand name in big letters on it. I went back to this San Francisco location after my trip to Rome & stopover in Germany. This time I had a patient lovely sales lady. She did not put on airs. 5/19/21: My sales person was helpful & informative. He said he'd let me know if & when they receive things I would want to buy. Most of their men's offerings were not my style or taste. 11/15/21: The male salesman never contacted me. Their workers don't need to help anyone. Apparently, their items...

UPDATED REVIEW: A few weeks ago I received a a surprise txt and call from my favorite SA, Lek, letting me know she had a bag that I might be interested in. When she described it to me (a Birkin 35 in Gris Meyer) I told her how excited I was and she agrees to hold it for a week (I live in Dallas but I'm loyal to this location) and I immediately booked my flight.

I have to say this visit was probably the most exciting shopping experience of my life, and I didn't think it could get any better than my birthday trip earlier this year. After picking out a belt and buckle, Lek took me upstairs and unboxed the bag for me, which I immediately knew I would be taking home. She helped me try out a huge assortment of twillies for the handle, and I left on cloud nine. I honestly didn't think I'd ever have the opportunity to even be offered a Birkin, nevermind buy one.

I have had the most wonderful experience at this location thanks to the friendliest sales associate I was lucky enough to meet, Lek.

My first visit was April 2022. Last minute trip to SF so no appt, and I waited in line for about an hour until I finally made it to the front and the store was about to close. I had decided to give up but they let me in and Lek told me to relax and not feel rushed, and I left happily with 2 beautiful scarves for me and my husband. A few months later I contacted Lek to purchase an Hermes Apple Watch.

This March I contacted Lek ahead of time because I knew I’d be in SF for my birthday. She booked me an appt and gave my husband and I a full tour of the store. We were there for over 2 hours. I left with my first bag, more scarves, bracelets, and a pair of shoes for him. Thank you Lek for helping make this the most special birthday...