Hermès — Local services in Washington

Consistently excellent experience.

Everyone from my sales associate, to security, to ops manager, associate manager, and store managing director have been kind, helpful, and patient. In fact I was quite intimidated leading up to my first visit just over two years ago, as I wasn’t sure I fit the bill for what a typical client would be. I’m sure I didn’t look the part then (and not sure I even look it now!), and was treated with the same level of respect and support then as I receive today as a more established client. My SA is very knowledgeable about H history and products, which I strongly appreciate and am always keen to learn more from the SA.

Given the number of negative reviews, perhaps I can provide some context to help set expectations for future clientele. Most of these points I would say apply to all luxury houses (Cartier, Chanel, VCA, Rolex etc) and are not unique to H.

Many luxury boutiques operate on an appt basis - either required or recommended. This to ensure clients shopping receive undivided attention and usually comes with a 1:1 ratio. Without an appointment, you will likely experience a wait, particularly on weekends and popular shopping times. This concept applies to other boutiques as stated above.

I’m not sure why people seem fussed with not being offered water (every visit I have witnessed water being offered to everyone, particularly those waiting in line). That said, if you need water, just ask. I don’t know any business establishment that will decline providing water freely unless their business is to sell beverages.

You may see SAs on their phones from time to time. They are not scrolling through SM or chatting with friends. They are managing appointments, inventory, sales, communicating with clients etc - which is critical for a business that generates sales based on client relationships. SAs are not able to bring company phones home with them-the only time they can address client inquiries or inform clients that their pieces have arrived, is during business hours.

Yes H does tend to prioritize high-demand pieces (including some bags) for local clients. This is the same at every H owned boutique (franchised stores may be a different story) because high demand pieces are reserved for established clients who have repeatedly been loyal to H (and it’s likely established clients are local as they are repeat business). This same concept is applied to in-demand pieces at Rolex for example, or limited edition pieces at fashion houses. It’s simply supply and demand.

I wish I had known the above prior to my own experience so hopefully it will be helpful for some of you.

I have visited many H boutiques around the world. Though those experiences have varied, DC has been consistently positive during every visit. It is a small boutique, so if you’re an H fanatic, DC inventory may be more of a challenge compared to a flagship boutique for example, but I’ve had great experiences with my SA going above and beyond to source pieces for me and I’m sure others would willingly do the same for...

This review is an earnest and comprehensive reflection, driven by a desire to counterbalance the negativity often found in other reviews. For the sake of privacy, I'll refer to individuals by their first initials.

Since September 2021, I've been shopping in this store. In my initial appointment, I made a connection with an SA (M). It's important to approach this brand with realistic expectations—expecting immediate service and always getting what you desire can lead to disappointment. Even with an appointment, delays can occur due to unforeseen circumstances, such as tardy clients pushing back schedules.

However, negative reviews that harshly criticize SAs and their service seem unwarranted to me. During my visits when not BUSY, not only my SA but several others have demonstrated exceptional hospitality by offering refreshments while I wait. When attending to their clients, they give their undivided attention, striving to provide an outstanding experience. It's unfair to judge solely based on a walk-in experience, as they prioritize delivering top-notch service to their present clients. Despite the visible queue on the left side, I have seen the efforts made by the staff to accommodate everyone.

With my SA temporarily on leave, one of the managers (J) took the initiative to introduce himself—a gesture that pleasantly surprised me. Such acts of kindness ARE rare and deeply appreciated. He went above and beyond to ensure continuity in service, and this highlights the store’s commitment to personalized care. Despite his managerial role, J took the time to personally connect with me, exemplifying the culture of attentiveness within the establishment. This reinforces the notion that at Hermes, every customer interaction is valued and prioritized.

I believe/think Hermès operates differently; genuine relationships are paramount, and I've witnessed both my peers and myself cultivate such connections.

Regarding the elusive a Quality Bag journey, I haven't received one so far. However, I firmly believe that building genuine connections enhances the likelihood of acquiring the desired bag. It's not merely about fixating on a specific item but rather fostering a genuine appreciation for the brand. While luck and prespending play a role, it's unjust to vilify SAs for circumstances beyond...

The truth about Hermes. I went to Hermes a couple weeks ago. I know there is a stigma with high-end SA treating customers badly simply due to shallow reasons. The SA who helped me was nice and didn't make me feel judged. They make you wear gloves in the store and stockings with every shoe you wear. That is completely understandable. I was there to buy shoes and if I am going to spend over a grand buying a pair of shoes, I want to make sure the fit of the shoe is perfect. Even try on some different colors to make sure it's the one I want. The SA made a back-handed, indirect comment saying I really need to decide carefully what shoes I want to try on because all the shoes must be quarantine-d for 72 hours. This made me feel like I couldn't try on a variety of shoes and bit pressured. I did not appreciate it at all. What if I need to try on several shoes to find the perfect fit? I do not face that kind of attitude in Chanel, LV, Prada, etc. That has NEVER been my experience in those stores during the pandemic.

That's the reality of shopping in high-end stores. Some SA rely heavily on the name of the brand to boost their self-esteem and help them find some kind of identity. However that is not an excuse to treat customers badly. I haven't had a bad experience but it's bound to happen. However it won't bother me. If anything, I feel sorry for them. Their attitude and character speaks for themselves. Every shopping experience should be pleasant. They have a particular reputation about the exclusivity of the brand so they are known to judge you hardcore as you walk into the store. It's just a matter of who you end up working with and how good of a day they are having. Also, they are taught to lie to the customers about the Birkins and Kellys because they want to make sure the customers who are purchasing the handbags are essentially "worth" it. Or you score a bag without having to spend too much prior to show loyalty because you got really lucky too.

While I was there, I interacted a little bit with this friendly SA, I wish I got her name and quite honestly, I wish I was assisted by her.

I hope everyone who goes there has a pleasant experience. Whether you buy one tiny thing or...