Hermès Head Office
Hermès International
24, rue du Faubourg
Saint-Honoré – 75008 Paris
Phone: + 33 (0)1 4017 4920
Hermès Customer Service
Phone: 1-800-441-4488 (USA)
Phone: +44 (0)20 7098 1888 (UK)
Phone: +33 (0)1 49 92 38 92 (France)
Phone: 1-855-770-8626 (Canada)
Phone: +49 (0)89 2030 3202 (Germany)
Phone: 1300 728 807 (Australia)
Phone: +61 2 9287 3208 (New Zealand)
Email: service.us@hermes.com (US email support)
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About Hermès
Hermes is a French fashion retailer specialising in leather, luxury goods, apparel and accessories. Founded in 1837, the company operates from its headquarters in Paris and employs over 12,000 people worldwide. Also known as Hermes of Paris, the brand currently operates close to 307 stores around the world. Products manufactured and sold include leather goods, footwear, apparel, gloves, hats, jewellery, furniture, interior fabrics, perfumes and watches.
Hermes products are available in 27 countries that include Argentina, Australia, Brazil, Canada, China, Germany, Greece, India, Italy, Mexico, Japan, Malaysia, Portugal, Russia, Singapore, Spain, Switzerland, Thailand, Turkey, UK and the US. To locate a Hermes store nearest to your address click here. Avoid the hassles of visiting a store by purchasing all your favourite products online.
Almost the entire Hermes catalog is available to be shopped online. Payment for purchases can be made using Visa, MasterCard, American Express, Discover and JCB cards. Upon payment, customers also receive an email confirmation with details to track the order. All shipping is handled through FedEx. Hermes ships to all the 50 US states. Customers from other countries can shop online on the respective country-based website.
As for shipping, customers have the option to shop online and pick the product at a store or opt for standard or overnight delivery. Freight charges depend on the product value and shipping type. Not happy with your purchase? Hermes allows customers to return and claim refund within 30 days of purchase. All products must be returned unused and in its original condition. Refunds are processed within 10 business days of receipt. Exchange of products can also be made at any of the Hermes stores.
Products that can be shopped online include shirts, pants, shorts, t-shirts, suits, swim wear, sweaters, ties, scarves, mufflers, belts, shoes, jewelry, Apple Watch Hermes, perfumes, leather bags, small leather goods, among other products. For more information or queries on store locations, online shopping, refund/cancellation, warranty, or other queries, reach the Hermes customer service.
The Hermes USA online shipping process is an embarrassment to the brand. The body lotion ordered as a gift for Mother’s Day arrived in a plain white oversized box with the body lotion tossed inside. No signature orange box, no ribbon, nothing. I own about 100 Hermes ties however this experience has been a big disappointment.
I have been a client for many years! I have shopped Hermes in different countries. The total disrespect towards clients as exhibited in the Toronto store is unparalleled. They do you a favor by having you spend thousands of dollars. No response to emails!!! No one picks up the phone. They keep bouncing me from one person to another.
I am shocked by customer service as well! I bought the Oran Sandals which running small and can not return or exchange them! No one pick up the phone or answer phone calls , then multiple emails send without answer , then I got call back twice where no one talking-I told I do not hear you! Please call again -no response! Silence and then hang up.
Your Hermes Store at Singapre MBS, you cannot even get inside as everyone you go they say it’s a 3/ 4 hour wait. In the last month or so I have visited your store 3 times and I just simply could not get inside with the same excuse of waiting time 3/ 4 hours. Today I even tried properly registering myself and waited for more than4 hours but no luck. Is this the kind of service you are providing that a customer cannot even enter your store even after a wait of 4 hours. All the Brand’s in Singapore you can easily enter but not yours. Maybe you are short of staff or there is a management issue and they cannot manage properly. Remember all the other Brand’s are also managing Covid regulations and so your Hermes store is not the only one so please don’t give this excuse to your customers anymore. You must fix this issue at your MBS store else many other customers like me would be going back highly disappointed.
The most arrogant and impolite people are working at Hermès rue saint honoré. They think the customers are inferior to them. Customer service is zero. We spend at least 10,000 dollars for a bag and they think we are their maids. They have absolutely no respect for the customers. We are the reason that you have this job. So don’t be so rude to us. You guys are not the owners of Hermès, just simple employees with little salary. So put your nose down.
Your Dubai Mall store is by far the most arrogant and unhelpful store that my wife and I have visited. I bought my wife a bracelet, unfortunately the wrong one, we brought it back to exchange for the correct one and they say they won’t take it back as there is a light scratch on it. I told them it has never been out of the box. They dismissed me like I was lying and said they were not interested. My wife has many Birkens and also Constance bags. But we will not be back to Hermès.
I have been a client of Hermés for 15 years now, shopped mainly in your London stores but also Berlin and Nantes and ALWAYS had a brilliant service
After relocating to Copenhagen I decided to bring in a belt buckle which had gone dark and couldn’t be polished blank by hand, it had looked like that for a year or so and it was impossible for me to wear looking like that.
When shopping in Berlin, London and Nantes I brought it up and the sales associates in both stores were surprised to hear that and suggested I took it to a store.
When I returned to London where I lived at the time, I took it to the Sloane street store and there they were puzzled by what could have been the corse fit it to look like that, but as I was moving to Copenhagen a month later they told me to hand it in there due to the time it takes before an answer from France would arrive.
So I took it to the Copenhagen store and said I was most unhappy with the condition of the buckle and consider it as a quality issue as none of my 2 other buckles have done that, let me just say my buckles travel with me as hand luggage and are stored in a modern apartment.
They took my detains and Sendt the buckle to France as I was hoping.
After maybe 2 weeks I got a price quote sent from the Copenhagen store which asked me to reply if I was happy to go ahead with the repair.
I emailed back saying it was fine I would pay the €95 but I wanted to know why it was my fault, what I had done wrong and why it was not seen as a quality issue.
After about 10 days I emailed the stockroom manager in the Copenhagen store again, reminding her that I still had no answer. A day later I got a copy paste from the french specialist claiming it was because it was a silver buckle. I then had to email back the stockroom person (god knows why the only person with no service skills is looking after customer service in such a high end store), to inform her that the french specialist was wrong and that I liked to hear the truth as it more and more looked like the quality issue I saw it as but that Hermés was trying to do a cheap cover up.
Another 10 days or so went and AGAIN I had to contact the stockroom lady and reminding her she once again hadn’t done anything about it. She then dents me the same price and quote again and again asking me to confirm but not answering my rather simple question.
Ok I then emailed her and asked her to forward my request to a senior manager as she clearly couldn’t carry out the most simple request.
About 10 days later I still had heard nothing from her. I was at this point very upset about the rudeness and unprofessionalism provided by the Copenhagen store. And I tried for the following 2 days to call a total of around 25 times all throughout the day but NOBODY picked up the phone, only a voicemail giving an email address to contact instead which was next to impossible to understand.
I tried several email options I thought was said in the message but they kept on coming back as undelivered (please note all Hermès stores make a big thing out of insuring not as all other stores have an email address on their website.
I had on my first visit to the store when handing in my faulty buckle asked for a bracelet I needed for a gift so had to go into the store which had gone out of its way for about 6-7 weeks to insure they didn’t answer my question.
I paid the braclet and asked for a manager. The assistant manager came out, looking at me as if I had interrupted her by asking her to come onto the floor. I told her I was there to make an official complaint and that maybe it would be best to go into a corner not to worry other clients.
I explained the shocking experience I have had expecting her to ensure something was done about it, but she didn’t really say much except she would look into it.
10 min later she called me, she had not even bothered reading my email communication with the stockroom lady as she had no idea of what had actually happened. She sausage thought the buckle had got wet maybe perfume, wet? I’m a grown man who has paid a lot of money fir a buckle trust me it doesn’t get wet, perfume? In waist height? Really? I told her I wanted an answer from France, she told me the stockroom lady should have told me there’s only one person dealing with it so like take a bit of time (clearly not prioritising a client who their specialist was giving incorrect information and corse of damage), and that the reason I gadget the quote a total of 3 times yet no answer was because the stockroom lady didn’t understand my reply saying yes I will pay… who’s problem is it if the store gives customer relation to somebody who has no idea of customer service and doesn’t understand what the customers say and rather then asking for help in the store it turned out the stockroom lady never gave the “go ahead” for the repair in Paris and it would now take 4 weeks longer!
I was so angry I was shaking! An assistant manager who gives a client attitude because she is asked to come into the floor and hear out a wrongly treated client? The person in charge of customer service seems to speak no danish and understand very little English and have no service skills at all, ignoring emails for months, phones not being answered for days, bad excuses for quality issues, not taking out 10 min out of her “busy day” to read op on the email communication which took place and being the reason for the repair taking a month longer then expected… really Hermés?
After contacting the Hermés at the airport explaining my frustration I found out it’s a different owner to the Hermés owner store in Copenhagen I went to, so they could not give me an email address but even they were ashamed in behalf of Hermés.
Finally I got through to the store got the email address, sent a stern reminder/complaint that not even the assistant manager had contacted me in the 2 weeks since my store visit with an answer or at least an update. 48 hours not a word!
None of their products are cheap and I think the store staff should sometimes have a little think how often (if ever) they actually spent that type of money on a simple item!
I refuse to be treated as a peasant, my partner and I have a home in Copenhagen and 3 in France, we travel a fair bit, we don’t mind paying top dollar for nice quality things, we like the brand and spent a fair bit of money in their stores, but to experience this on the first time ever we have a quality issue can not be accepted. The lack of service for sure does not match the high price tag!
I am not going to be treated like this by a totally incapable stockroom lady and assistant store manager!
No need to say I took another of my buckles that had a scratch I want removed to another store and if it was not because the braclet was an important gift I would not at this point with all this going having spent any further money in your store.
Its not having to pay €95 that’s a problem at all, it’s the way a simple question of what’s wrong with the buckle and why do I have to pay the repair by Hermés was turned into all the waisted time, research, phone calls, emails, insults and anger this has been for me, never thought a quality complain issue would ever end in this!
At times high price does not equal high service.
I have been a client of Hermés for 15 years now, shopped mainly in your London stores but also Berlin and Nantes and ALWAYS had a brilliant service.
After relocating to Copenhagen I decided to bring in a belt buckle which had gone dark and couldn’t be polished blank by hand, it had looked like that for a year or so and it was impossible for me to wear looking like that.
When shopping in Berlin and Nantes I brought it up and the sales associates in both stores were surprised to hear that and suggested I took it to a store.
When I returned to London where I lived at the time, I took it to the Sloane street store and there they were puzzled by what could have been the corse fit it to look like that, but as I was moving to Copenhagen a month later they told me to hand it in there due to the time it takes before an answer from France would arrive.
So I took it to the Copenhagen store and said I was most unhappy with the condition of the buckle and consider it as a quality issue as none of my 2 other buckles have done that, let me just say my buckles travel with me as hand luggage and are stored in a modern apartment.
They took my detains and Sendt the buckle to France as I was hoping.
After maybe 2 weeks I got a price quote sent from the Copenhagen store which asked me to reply if I was happy to go ahead with the repair.
I emailed back saying it was fine I would pay the €95 but I wanted to know why it was my fault, what I had done wrong and why it was not seen as a quality issue.
After about 10 days I emailed the stockroom manager in the Copenhagen store again, reminding her that I still had no answer. A day later I got a copy paste from the french specialist claiming it was because it was a silver buckle. I then had to email back the stockroom person (god knows why the only person with no service skills is looking after customer service in such a high end store), to inform her that the french specialist was wrong and that I liked to hear the truth as it more and more looked like the quality issue I saw it as but that Hermés was trying to do a cheap cover up.
Another 10 days or so went and AGAIN I had to contact the stockroom lady and reminding her she once again hadn’t done anything about it. She then dents me the same price and quote again and again asking me to confirm but not answering my rather simple question.
Ok I then emailed her and asked her to forward my request to a senior manager as she clearly couldn’t carry out the most simple request.
About 10 days later I still had heard nothing from her. I was at this point very upset about the rudeness and unprofessionalism provided by the Copenhagen store. And I tried for the following 2 days to call a total of around 25 times all throughout the day but NOBODY picked up the phone, only a voicemail giving an email address to contact instead which was next to impossible to understand.
I tried several email options I thought was said in the message but they kept on coming back as undelivered (please note all Hermès stores make a big thing out of insuring not as all other stores have an email address on their website.
I had on my first visit to the store when handing in my faulty buckle asked for a bracelet I needed for a gift so had to go into the store which had gone out of its way for about 6-7 weeks to insure they didn’t answer my question.
I paid the buckle and asked for a manager. The assistant manager came out, looking at me as if I had interrupted her by asking her to come onto the floor. I told her I was there to make an official complaint and that maybe it would be best to go into a corner not to worry other clients.
I explained the shocking experience I have had expecting her to ensure something was done about it, but she didn’t really say much except she would look into it.
10 min later she called me, she had not even bothered reading my email communication with the stockroom lady as she had no idea of what had actually happened. She sausage thought the buckle had got wet maybe perfume, wet? I’m a grown man who has paid a lot of money fir a buckle trust me it doesn’t get wet, perfume? In waist height? Really? I told her I wanted an answer from France, she told me the stockroom lady should have told me there’s only one person dealing with it so like take a bit of time (clearly not prioritising a client who their specialist was giving incorrect information and corse of damage), and that the reason I gadget the quote a total of 3 times yet no answer was because the stockroom lady didn’t understand my reply saying yes I will pay… who’s problem is it if the store gives customer relation to somebody who has no idea of customer service and doesn’t understand what the customers say and rather then asking for help in the store it turned out the stockroom lady never gave the “go ahead” for the repair in Paris and it would now take 4 weeks longer!
I was so angry I was shaking! An assistant manager who gives a client attitude because she is asked to come into the floor and hear out a wrongly treated client? The person in charge of customer service seems to speak no danish and understand very little English and have no service skills at all, ignoring emails for months, phones not being answered for days, bad excuses for quality issues, not taking out 10 min out of her “busy day” to read op on the email communication which took place and being the reason for the repair taking a month longer then expected… really Hermés?
After contacting the Hernés at the airport explaining my frustration I found out it’s a different owner to the Hermés owner store in Copenhagen I went to, so they could not give me an email address but even they were ashamed in behalf of Hermés.
Finally I got through to the store got the email address, sent a stern reminder/complaint that not even the assistant manager had contacted me in the 2 weeks since my store visit with an answer or at least an update. 48 hours not a word!
I am now about to write a complaint to Hermés international as I refuse to be treated as a peasant, my partner and I like the brand and spent a fair bit of money in their stores, but to experience this on the first time ever we have a quality issue can not be accepted. The lack of service for sure does not match the high price tag!
I hope that head office in France know how to handle clients who have had to go through all this. We have a home in Copenhagen and 3 in France, I am not going to be treated like this by a totally incapable stockroom lady and assistant store manager!
I’ve been calling the store for 2 straight days to inquire first before i go personally to buy but up to now nobody is picking up the phone. Not all is living near their vicinity and i will be paying in cash so im making sure that its worth going.
Absolutely shocked at the total lack of customer service, have shopped a at Hermes since 1963 and registered very first complaint on 13 January 2019….the top of a bottle of eau d’orange verte cologne broke off (this was a 400ml bottle purchased directly from Hermes) and I have sent three emails along with explicit photographs of the broken bottle top to Hermes. I have yet to receive a response which we and our friends find to be totally incredible and inexcusable.
Dear Mr Hermes CEO (whoever you are),
I brought an “H” silver money clip that I bought from your store a couple of years ago. It got broken and I wanted to see if it can be fixed. I was told by your customer service person on the 3rd Floor NYC store that it broke because of wear and tear and there is nothing that can be done about it. I thought it was the most ridiculous answer for customer service. So, why did you NOT tell me when I bought it that if it breaks that you do NOT stand by your product? I have bought dozens of ties, jewelry and home stuff from your store.
I will NEVER ever buy again from you and was speaking to a friend of mine who buys from you as well how bad your customer service is. The last time I went to your store to ask if a hole can be added to my belt, the same lady told me that you do NOT do that.
What the hell is that for customer service? I just need another punch of hole in my belt. She told me to buy another one. I was so mad I don’t understand why I bothered to come back.
I will avoid your store like a plague now. In fact, I will burn all my Hermes ties and just broke into pieces the Hermes ash tray I got in Paris.
How dare you treat your customers like that.
Thank you for your wonderful customer service!
i can fully relate to your experience, i experience similar horrible customer service for an expensive Hermes watch for which they try now to make me pay the repair which they promised to do for free -, believe me i get better service for a cheap Swatch watch
i was planning to buy a new Kelly Bag but refuse to buy anything from my Hermes store
I advise you to buy any Hermes item from good luxury second hand online stores which ironically provide 10 times better customer service and there is plenty of choice and no arrogant staff who treat you badly
Today I visited your Athens store to return a silk scarf given to me as present. I entered the shop, nobody paid any attention, after five minutes a saleswoman with an arrogant look approched told her what I wanted opened the parcel and without looking at me said: it cannot be changed it was bought on December 18 more than a month. Today it is January 23!!! Not another word, not sorry but our policy is…etc. She folded the scarf and almost threw the parcel to my face. No wonder that the personel at your Athens shop has the reputation of the worst in the world. Just to add that my look is not of one that cannot spend money in an expensive shop…..
I bought black oran with heels in Hermes Paris during our vacation. After Europe, we went to London. I submitted my tax free forms for tax refund in Heathrow airport to a costum officer. I already receive my tax refund from Gucci and Chanel store to my credit card account.Unfortunately, up to now, I did not receive my tax refund from Hermes Paris. I gave all the documents needed. Lastly, I bought Lindy bag in Belgium. No tax refund up to now. What happen? How can you help me? I’m in the Philippines right now.
this kind of arrogance is not unique to only Athens boutique, i experience same arrogance here in store of Antwerp. Hermes claims to be a “high end luxury” market but the only thing which is high end is their price setting, their staff is arrogant, judgemental (they screen people before they even devcide to talk to you) and their products are certainly not always high quality as they claim : i bought an expensive watch which never worked properly
Hello,
I was not well received today (May 23d) at the Hermes flagship store. The saleswoman, Audrey, did not offer a seat nor anything to drink even though I noticed other customers were wall taken care of. She told me that she had no Birkin bags in stock which I found hard to believe, especially since it was 11.30 AM. So I went to George V and bought one there ( 35cm taupe), the saleslady was charming. However, when I returned to my friends’ home, I noticed that the felt protection and the rain protection were missing so I had to go back. Not one word of apology. Then my fiance noticed that the invoice was printed upside down and would not be accepted as such by our US accountant because “it looked like a fake invoice from Morocco or the likes of it”. So I returned once more, and still not one word of apology. Not to mention the 60€ in taxi fare. The rudeness of the first saleslady and the lack of professionalism from the second shop turned what should have been a happy experience into a headache. I am shocked by the poor service and the snotty attitude.
My wife bought a Hermes cotton scarf that was white with orange and brown stirrups on it in 1983 at the Hermes store in Paris France. I would like to surprise her and buy her another one. Any help in this matter will be appreciated!
I paid $42 on Friday for FedEx Priority Overnight and expect to receive the package next morning. FedEx Canada do offer free Saturday delivery service but Hermes Toronto said they will not offer this option to client. They insist to put “delivery weekday only” on air waybill. I think Hermes need to review their policy with shipping company to be in same service standard. Change the wording to “Delivery Monday to Saturday” will not cost a dime to Hermes but will make your client more happy.