Hermès International (French luxury manufacturer) Reviews 

I visited Hermes store in Toronto Canada. Was a wonderful experience and excellent service provided by Joshua Miller. Was very professional, patient and knowledgeable about the products. Took his time dealing with me and asking any question I had .Friendly attitude made my visit enjoyable. Truly appreciate the outstanding Costumer service, highly recommend Joshua.

Bought a bangle bracelet for my birthday and it didn’t fit but as it was 5 days out of the 30 day return it exchange period I’m now stuck with a bracelet I can’t wear and Hermes not interested at all

The worst experience ever in Selfridges 3 times in a row.
The lady who managers the waiting list was rude, the waiting time was 2hrs, there were no customers on the floor, 5 sales people were on their phones (playing games?); I recommend to avoid this brand at all costs - they don't care about customers at all.
And no, they were Not busy. In their reply I anticipate the statement that they were busy.

FR *****
Comment une marque de luxe peut-elle être aussi incompétente ? Hermès, en tant que marque de luxe, devrait se concentrer sur le bien-être de ses clients afin de les fidéliser.
Mais aujourd'hui, on dirait plutôt un site de dropshipping hors de prix. J'ai acheté une magnifique montre pour ma femme, mais le bracelet était trop court. Je suis donc allé en boutique pour en acheter un plus long. Ils ont dû renvoyer la montre entière à Paris et en commander une nouvelle. Soit. Le lendemain, la nouvelle montre était expédiée de Paris. Mais le remboursement de la première se fait attendre depuis plus d'un mois.
Le service client est arrogant et désintéressé. Indigne d'Hermès. Il est clair qu'un comptable est aux commandes : uniquement préoccupé par les ventes et non par l'expérience client et la fidélisation. C'est honteux !
C'est la dernière fois que j'achète quoi que ce soit de cette marque.
NL ******
Hoe dom kun je zijn als luxe-merk. Hermès zou als luxemerk gericht moeten zijn op het in de watten leggen van haar klanten, zodat ze terugkomen voor vervolgaankopen.
Maar het lijkt nu meer op een veel te dure drop shipper. Ik heb een prachtig horloge gekocht voor mijn vrouw, maar het polsbandje was te kort. Dus naar de winkel gegaan voor een langer bandje. Ze moesten het hele horloge terugsturen naar Parijs en een nieuw horloge bestellen. Akkoord. Na een dag is het nieuwe horloge opgestuurd vanuit Parijs. Maar de refund van het vorige horloge duurt nu al meer dan een maand.
De klantenservice reageert arrogant en ongeïnteresseerd. Zeer Hermès onwaardig. Er zit hier duidelijk een accountant aan her roer: puur gericht op sales en niet op optimaliseren van de totaalbeleving en klantenbinding. Schaam je!
Dit is in ieder geval de laatste keer dat ik bij dit merk iets zal kopen.
EN ******
How stupid can a luxury brand be? Hermès, as a luxury brand, should be focused on pampering its customers so they come back for repeat purchases.
But now it looks more like an overpriced drop shipper. I bought a beautiful watch for my wife, but the strap was too short. So I went to the store for a longer strap. They had to send the whole watch back to Paris and order a new one. Agreed. After a day, the new watch was shipped from Paris. But the refund for the previous watch has been taking over a month now.
The customer service is arrogant and disinterested. Very unworthy of Hermès. There's clearly an accountant at the helm: focused purely on sales and not on optimizing the overall experience and customer loyalty. Shame on you!
This is definitely the last time I'll buy anything from this brand.

Received the delivery last night, took a photo of the sole of one shoe before returning the shoes to advise them that they’ve sent me worn shoes as there are visible marks on the sole.

Their reply was rude and said I have worn them so won’t be issuing a refund. Thankfully I had two witnesses present and a video unboxing the order.

If they do not refund, I will follow up with my bank account and file for a dispute.

Hands down, the worst experience ever with a “luxury brand”.

Hermes is a disgrace and a complete embarrassment to what was once a truly remarkable fashion house.

I received a faulty, clearly worn pair of shoes, and I notified them within 12 minutes of delivery, sending photographic proof. Their response? An exchange “as a gesture of goodwill” and a thinly veiled suggestion that I somehow caused the damage. Utterly absurd.

Masquerading as a luxury fashion house, there is absolutely nothing luxury about Hermes in 2025. They have abandoned any pretence of customer service or respect for UK consumer law. I can’t say I’m surprised that a brand once synonymous with quality is now plagued by ‘influencers’ and empty hype, treating paying customers like inconveniences rather than people.

Hermes has lost all credibility. Faulty goods are not acceptable, and a refund is not optional—it’s the law. I am disgusted.

I recently went to Paris and we visited the store at 17,Rue De Sèvres.
We were very impressed with the service received by Sales Assistant Iman Abbari.
We had a 5⭐️ treatment from start to finish. She organised for an SA to help with purchasing a bag and she helped with choosing shoes. Her patience and manners really shone.
She is a real credit to the store. Will definitely be visiting when in Paris again.

Really bad service!
Bought a pair of sandals, but could fit them and just wanted them in a different size, so we sent them back.
I have to say that the condition we sent them back in is not good enough even though we only tried them on our living room floor very briefly. They refuse to take them back unfortunately after a long fight. Maybe overall they should also look at the quality a bit! very disappointing experience!!

Delivery driver left 2 missed delivery slips, marked 2nd and final... had no first delivery missed, and my doorbell only rang on one of those days (I know because the doorbell rings my phone instantly)

Would not recommend at all!!

Sick company. Using exotic skins for bags. Very cruel. This trade should be stopped.

I typed in the fragrance I wanted and was careful knowing that there was another fragrance with the same name that is completely different. I typed in Eau d"orange vert and saw there was a concentrate and an eau d'toilette. I picked the eau d'toilette yet they still sent me the concentrate that is eau d'toilette. This is not the original fragrance. When I typed in the original fragrance, their website takes you to the concentrate. They must be having a hard time selling this so they are tricking people by bringing this up and then people look at the concentrate version and choose the eau d'toilette. They told me that it can't be returned because I removed the plastic. A policy that they don't tell you about but since you can't see the bottle unless you open the package, you think it is the one you ordered. I can't believe Hermes is this desperate!

I returned a belt 770€ and still haven’t received my money back. The customer service is terrible and don’t care about resolving the situation.

They literally put marks on the sole that you return so that they “can’t approve” the return. It’s insane- stay away unless you want to be blamed for returning used shoes. I am gonna sue them! They kept the money and the shoes I have not even received back! What a shameful shopping experience- infact the worst I have ever had- i basically have gotten scammed! I have now escalated this to the swedish ARN.

I feel completely scammed by Hermes.com. When I bought my Chypre sandals, the return instructions inside the box only said to try them on a carpet (which I did carefully). There was no mention whatsoever about an NFC tag, and I accidentally moved it while simply trying on the slippers. I didn’t even know what it is and I read the instructions card TWICE before touching the sandals!

The sandals are in perfect, unworn condition, but Hermes refused even an exchange for the correct size, insisting the NFC tag was the ONLY WAY they could “authenticate” them!!! How strange is that they can’t authenticate their own product without a tag?? What makes this worse is that I personally know someone who returned their sandals in store after wearing them for a day, and no one asked them about NFC tags or even dust on their sandals. Why am I being penalized for an honest online purchase? It’s my mistake for not buying in store and thinking Hermes.com is a progressive way for shopping for progressive customers!!! Turns out I was wrong!! AND I SHOP ONLINE ALLLLL THE TIME! I AM PRACTICALLY A PRO THAT EVERYONE IN MY CIRCLE CONSULTS WITH ME BEFORE MAKING AN ONLINE PURCHASE!

To make matters worse, Hermes.com’s customer service was extremely rude throughout the process. It feels like they will always find a way to reject your return or exchange, no matter how careful you are.

This is inconsistent, unfair, and extremely disappointing coming from a house like Hermès. As a long-standing customer, I expected transparency and fairness, not hidden policies, rudeness, and double standards. I will not shop online with Hermes again, and I urge others to beware of their misleading return process. Make the purchase online ONLY if you’re desperate for the piece, 100% sure about the size and color because most likely you will NOT be able to do a return or exchange. Hope this helps save you money and frustration of a poor customer service experience. Cheers.

Failed to deliver package 4 times over 2 weeks and even attempted to lie about successfully delivering it. Very poor and unprofessional.

Placed an order through Hermes and UPS was scheduled to deliver my package last Saturday. The driver rang my intercom, I buzzed him in, and instead of bringing the parcel up, he simply left with it and marked me as “not home” – which is a blatant lie.

I immediately called UPS and was told they would attempt delivery on Monday. I checked the tracking and saw it was due between 10am and 2pm. By 4pm, nothing had arrived. I had to call again, only to be told they’ll now “try” to deliver the next day.

This level of incompetence and lack of accountability is beyond frustrating. I’ve wasted my weekend and now my Monday, rearranging my schedule around delivery windows that UPS clearly cannot keep. No apology, no urgency, just empty promises. For a company partnered with a luxury retailer like Hermes, this is unacceptable. I will avoid UPS in the future at all costs.

I returned a pair of Hermès sandals costing nearly €1,000, well within the return period and exactly as required. Hermès refused to refund me, claiming a “damage” – a tiny, superficial mark on the sole – which clearly could have occurred during handling or transit. I absolutely did not damage the product and returned it in the condition I received it.

Instead of offering transparency or sending the product back to me, they kept both the shoes and my money. Customer service then stopped responding. No explanation. No resolution.

For a company selling luxury goods at premium prices, this is absolutely unacceptable. I expected professionalism, not silence and lost money. I’ve now escalated the case to the French fraud authority (SignalConso) and the European Consumer Centre.

€1,000 gone. Product taken. No refund. No return. Avoid Hermès France online unless you are prepared to lose your money.

Shameful behavior from a so-called luxury brand.

placed an online order … after it hadn’t arrived for a while, I went back to the webpage, just to find out that it had been cancelled .. without notifying me … appalling, especially given the price tag

Went to a couple of Hermes stores in Europe just this summer. Unfortunately, all store experiences were terrible and shouldn't have happened for any so-called luxurious brands.
First of all, Brussel. The day I went, Brussel was hit by heat wave and it was 38*C. The store staffs did not let customers into the store and asked everyone to line up outside the store, open-air under the sun in the poisonous heat. From what I’ve seen, they don’t even have the basic courtesy to offer water to the queuing customers. Can you imagine on top of the tens of thousands of dollars you plan to spend on their goods, you also need to chip in your own health and the risk of getting heat stroke to be able to shop? And no, I did not join the queue, not that desperate anyway!
Then, Paris. I went to 2 of their stores, one on Rue du Faubourg Saint-Honoré, and one on Rue de Sèvres. Hermes in Paris has become an old-school “department store” literally. After I bought tens of thousands of dollars on jewelry from their jewelry department and showed interest in their other products, the response that I got from the SA was (1) thank you, I will leave your jewelry items at the cashier and you can pay and check out there, (2) if you are interested in other Hermes products, please feel free to visit the other departments (on your own) and ask those respective SAs. I can’t serve you and I can’t refer you either.
So for bags, you would have to go to their “bags department” and ask. A few years ago, Hermes Paris started this funny “bag department online appointment” thing. As there are so many people trying to get an appointment, it quickly becomes a “lottery”. I did go to the bags department to ask, and the script was pretty much standard, “do you have an appointment? (meaning, did you win the “online appointment lottery”?) If you don’t, this is the QR code to join, and good luck”. I’ve seen people beg / charm the bags department receptionists trying to get to reach a SA. The whole scene was ridiculous! They are basically selling bags to “lucky” people who successfully got an appointment from the online lottery, instead of selling to the right profile of customers.
The whole experience was inhumane and to a great extent humiliating!
I’m selling off my Hermes stocks. While the Millennials may still tolerate this kind of behavior, I don’t believe the next generations like Gen Z would resonate with this kind of brand value and absurd customer experience.

Do not order online, I have always had good service in store I ordered a pair of gold sliders online and have never recived them, they told me they have been delivered even though there is no proof of this and they have not offered me a refund or replacement.
So now £600 down the drain. It’s a shame cause I really love the brand.