Hermès International (French luxury manufacturer) Reviews 

Really over priced and poor quality. I ordered a scarf, it is printed on one side only which means that it is really hard to wear without this element showing and making it look cheap. It must save them a fortune but not what I expected from a luxury brand. Cutting corners but charging the same prices. It is being returned

Absolute scam!
The bracelet wouldn’t open, it has ruined Father’s Day gift.
And when contacted the support team refused to give a refund.
Wouldn’t recommend.
Stay away from this business, it’s a scam.

I wanted a pair of Hermes Oran Sandals and worked with the Palo Alto California Hermes store staff to get notified when my size came in. I made an appointment and had a friend pick up for me, due to a last minute conflict. I tried the sandal on in the carpeted office where I was and noted they were too big. I called them immediately and told them I was coming back for the right size; they did not have my size and was told I could check back until they had it in to exchange. I verified that I had not worn them and only tried on very briefly on the carpet, as they had recommended. I went back in to exchange and they would not take them, saying they had been worn. Lies! I had never worm; they would have slipped off even if I had tried. I was stunned given that they had been working with me over several weeks. I was not a stranger. I have never experienced such blatant dishonesty. I took the shoes to a cobbler and also to a high-end store to get neutral opinions about their condition. Both said they were in a pristine, unused state. Nevertheless, Hermes would not take them back. Now the story gets worse. I was so sure that they would give me money back or exchange that I ordered the right size online in a different color (I was eager to have two pairs!). I wore these new ones for one day; by the end of the day, I was in the ER as I could not stand on my left foot and the pain was extreme; doctor said my foot and ankle was swollen and ordered an ultrasound to make sure there was no clot or any fracture. It was assessed that the shoes were the cause, as they offered little no support. Please do not buy Hermes; they are a dishonest company, and especially please beware of the potential damage to your foot from wearing the Oran sandal. Insult to injury; lost money and experienced a health crisis!

I have purchased many items online from nail polish to handbags. Everytime the service has been fantastic. I have had return/exchanges which was handled professionally and quickly received my money and my new item. Their website is easy to navigate and secure. Customer services are quick to respond and answer any questions

Reading the previous customer experience, it seems like Hermes is going broke and is now scamming its customers, because they did the same thing to me.
They refused to accept a return, stating that there were stains at the soles of the shoes.
The shoes came back and the soles were in pristine condition. Not a single scratch or stains as claimed. I had photographed the soles and sent them to customer service, asking them why they refused the return of the shoes when they look like new. I received a response after a week and a follow-up email by me. Samuel attached a photo that the returns team took at the warehouse of the soles of my shoes... AND THERE IS NOTHING. I replied to him, to please circle in the stains that he's referring to. No reply since then.
I wish we could attach photos on Trustpilot because otherwise these kind of reviews always seem iffy, but believe me I showed the warehouse photos to multiple people and no one found the alleged stains.

Hermes is probably going broke and the results are the same as all the other discount companies that started this year to "lose" returns, claim that the parcel arrived empty or refuse returns due to mystery stains and keep their customers' money.
There is no decorum and normal customer service anywhere anymore. What happened to "customer is king"?! I will stop spending and keep my hard earned money

Extremely Disappointed with Hermes Customer Service and Return Policy

Dear Hermes Customer Service,

I purchased a pair of sandals (size 46) from Hermes as a Father’s Day gift for my husband. Upon receiving the sandals, he tried them on our carpet, and they didn’t fit. He immediately put them back in the box, and I returned them the next day, requesting an exchange for a larger size (47). I was informed that the new size would not be shipped until the return was received, so I placed and paid for a new order for the size 47 sandals.

A few days later, I received an email stating that there was a small scratch on one of the sandals. This scratch was inside the sandal, not on the top or bottom. Hermes refused to process my return and credit my money. I called customer service immediately to explain the situation. I was told that the logistics department would call me in two days. No call came. I called again, explained the story once more, and received the same response: the logistics department would call me. Two days later, still no call, so I called again. Despite my request to speak with a manager, I was given the same excuse about the logistics department.

Over the years, I have been a loyal Hermes customer, always satisfied with your products. However, this experience with your customer service is unacceptable. I am extremely disappointed and frustrated.

Moving forward, I will no longer purchase any items from Hermes, and I will ensure that my community is aware of this appalling experience. This type of service is not what I expect from a brand like Hermes.

Sincerely,
( on be half of my wife Zey)
Feyzan

Ordered 3 pairs of shoes, paid for next day delivery. Called 4 days later as shoes had not arrived, told that they hadn't sent them and sorry. The shoes eventually arrived, sent them back for a refund as I had bought them again in store.

Arranged a collection that didn't come, I emailed them, got ignored for 4 days, then I called, got told they would sort it, then 3 days later still nothing.

Eventually after many emails and calls they collected the return. However 8 days later I receive an email saying that I had only returned 2 pairs. I told them to check their cctv and the weight of the box I 100% put the 3 shoes in.

A day later they confirmed that they have 'found' the missing shoes.

However, here we are 10 days later, 5 emails and 2 calls later and they still have not issued the refund nor have they replied to any of my emails asking about my refund.

An absolute disgrace from what is supposed to be a premium brand.

I bought two Twillys and a scarf pin and they are beautiful, I also have Orange Vert cologne which is lovely. Brought online and via the Brisbane store with a fantastic sales assistant (she was perfect).
I also purchased a Clic bracelet, when I got home to Perth I wore it for 2 hours, I had taken off the plastic sicker from the bottom but not looked closely at the rose gold underside, when I got home after a walk (nothing vigorous) I noticed a mark on the underside. I returned it to Hermes Brisbane and they paid for the courier, which was good customer service. However, I have been told by a man working there (at some sort of senior position) that their return policy differs from the online Hermes and they will under "good will" either buff it for me or offer a store credit but will not refund me.
I am honest and don't return items willy nilly, like the average person it's not nice having to return items.
It appears Hermes Brisbane has not read Australian Consumer Law and does not provide the same level of respectful customer service as its online store.
I am deeply disappointed to put it bluntly. I expect more and I don't accept that a faulty item results in "good will" gestures. If Hermes wants to retain me as a customer, and wants to adhere to legislation, a refund is expected. I am now awaiting an email with what has occurred and an email address of a customer service section which I was told will only be given to me after the man seeks permission to give me their email address - yes you read it right, I may not be given the customer service section details. I honestly have lived 50 years and have never felt so disrespected, the way this man talked to me was cold and demeaning, you'd never know he works for Hermes.

Absolutely no issues with purchase and arrived quickly however as product was unsuitable due to incorrect size I’ve had to return and had email to confirm receipt of returned goods, chased a week later only to be advised I have to wait a further 15 working days for a refund! Unacceptable with this company received better service from lower value item companies.

Obviously the products are beautiful and expertly made but their customer service is also excellent. My sister gifted me a bangle I wasn’t keen on and exchanging it was so simple and easy.

If the size I need isn’t available online I just ring customer service and they tell me which branches have stock of what I need. Helpful and friendly every time.

I keep having to find new hiding places to keep my Hermes stuff away from my teen daughter who “borrows” without asking 😌

Exchange for an online order still in progress, 2 weeks later. Poor communication, reserved the exchange I wanted but just been informed it’s now out of stock - what’s the point of reserving it then?

Luxury goods company with sub standard customer service and poor exchange processes

Ordered a perfume, apparently had some shipping issues, no communication, waited for a week. I had to email them on an update, they said they would reship the perfume, again nothing happened. I then called customer service who said the payment declined and they don't have my order. I told them them the money has left my bank account so yes I have paid and it was successful. They then offered to send a new order out (which was currently now out of stock) so I would be waiting longer. I have asked for a full refund so we will see what happens now.

I purchased a hat online. I expected it to come in an orange box with a ribbon. This stated that under each item. The hat came in a brown box and a dust bag. No orange box or ribbon. I was disappointed!

I made four orders for my mom, sisters and BF for Valentine’s Day. Hermes declined two of those ordered for no reason, and I had to call in to reorder them. So far only one correct order has been delivered. My BF received an empty box. I called customer service, and they were less than helpful. They told me I would have to wait two weeks for an investigation or I could reorder on my own dime. I am beyond disgusted. I will be declining the charge with my CC. At this point I can’t ever see myself shopping with them again. Which is sad bc I have a couple items on my spring wishlist.

I am (I should say I WAS) a lifelong customer of Hermes and have spent many, many thousands of dollars on various merchandise, purchased both online and in-store. I recently ordered a men's silk scarf from the online store. I received it in damaged condition. It had a few dried blood stains on it. Seems to me another customer bought it, damaged it, then returned it, then Hermes re-sold it to me. I called the company to request a replacement. They denied shipping me damaged merchandise and accused me of damaging it. I called and had several long conversations with various people in the customer service area. Each one said they did not have the authority to replace the damaged merchandise. What?? Eventually I escalated my case to a guy named Bob at their U.S. headquarters in New Jersey. Bob told me the buck stopped with him and the company's decision was final: they would not be replacing the damaged merchandise. Bob was rude and patronizing. He kept saying the company is UNABLE to replace the damaged merchandise. I corrected him, saying the word is UNWILLING, not unable. Bob decided to hold the line for Hermes and indict me as a liar. Hermes has lost me as a customer, as I will not risk having this situation happen to me again, knowing the company will not stand behind their shipments of merchandise. Good going, Bob! You saved the company a couple hundred dollars in cost (if that), and lost the company a loyal, lifelong customer and potentially anyone else to whom I tell this disturbing story.

Placed an online order for a SILK scarf directly with the official Hermes, Paris website, from their "70" range, which seems to indicate the scarf size i.e. 66 cms. X 66 cms. (= 26" X 26"). Cost was €375 and it was for a special "shared" gift from a couple of friends. The "45" range @ €225 size is 42 x 43 cm (= 16.5" X 17") so really just about fits around neck, so I wanted something bigger. Their "90" range @ €495 indicates size 88.5 x 88.5 cm. (35" X 35") which I felt would be a bit too big. So.. ordered 1 X Vintage Car Design "Confort en Automobile scarf 70." This was opened at a milestone birthday of a good friend. When I saw it, I was so disappointed, both with the appearance of the scarf, images of which looked stunning on the Hermes website, but not nearly as impressive in reality. As for texture, when I felt the scarf, it was so light / very poor consistency. I just couldn't believe it. I honestly felt I would have found a better quality silk scarf at a street market, it was so poor! Conversely, our friend received a 2nd. Hermes bigger scarf from a family member (value of around €600+) which was completely different. Lovely weight and consistency. In this instance, I do not think "you get what you pay for" comes 'into play' as this Hermes scarf, although a smaller size, should have been equally as beautiful, both appearance-wise and weight-wise as the bigger scarf. After all, this is what you expect from Hermes! Not so, mes amis! We wanted to return it to Hermes, but our Birthday friend wouldn't even consider this. In summary, our Hermes silk scarf gift priced @ €375 was, in our opinion, sub-standard. It is sad to say this gift was an embarrassment to us. If you're thinking of buying a silk scarf from Hermes, think again, unless your anticipated expenditure is in excess of €600+. Bad experience - never to be repeated! Buyer beware!

Don't purchase from Hermes, and certainly don't ever try to return anything...

Purchased a Hermes Clic H bracelet as a gift for my wife who hated it (understandbly so now...). Returned using Hermes' returns portal (easy process) and collected by UPS the following day.

The item went missing in transit, and although the box made it to Paris, the bracelet did not. Hermes advised me that they were investigating the matter with a conclusion by Friday 26th January. This deadline was then extended to Friday 2nd February, and now told it has been extended further with no time frame.

I am now £560 out of pocket, with no clue when the matter will be resolved. Additionally, I suspect the UPS driver (who I have never seen in this area again) has made away with the bracelet, without any reprecussions.

Never again use Hermes - and they should learn from Louis Vuitton who use a private, high-end delivery and returns company, not UPS!!

I have been a regular Hermes customer for more than thirty years, and consider them to be sans pareil, in terms of quality and design. All my family wear Hermes of some description.
However, My most recent experience has been very frustrating. I ordered a refill for my Terre d’Hermes 100 ml eau de toilette. My first frustration was that their courier, UPS, refused to deliver it to Shetland, so I had to arrange for it to be sent to my sister-in-law in England, who then forwarded it by Royal Mail. When it arrived, I went to refill the 100ml bottle, only to find that it is welded and immovable. When I contacted Hermes Customer Service, their response was “only 30ml travel bottles are refillable, and you can buy them online”. I checked their website and nowhere does it say that only 30 ml travel bottles can be refilled. I am stuck with a useless £114 refill, and am very disinclined to order a travel bottle, which cannot be delivered to me anyway. Pretty shady practice, or maybe just incompetent. I shudder to think how much I have spent with Hermes over the years, with bags, jewellery etc, but am very unlikely to spend any more, given this experience.

After two identical & disappointing customer service experiences ordering items online, I am done with this brand forever.

Twice now, I have ordered items online (one scarf and one scarf clip). Although charged with getting luxury items to their customers, with both these orders, Hermes shipped with FedEx Ground. I imagine most people reading this review will appreciate how reliably horrible FedEx Ground service is.

Both times, FedEx drivers forged my signature on delivery. Luckily, both times the package was there (although one time the driver left it more than a mile from my home). Both times, I emailed Hermes immediately after getting a notification that I had supposedly signed for the package. I emailed primarily to alert Hermes to the situation proactively should the packages not be there (i.e., stolen, delivered to a wrong address, or pocketed by FedEx employees who are apparently willing to commit felonies by forging signatures). Both times, Hermes emailed back several days later saying they had checked tracking and FedEx said the item was delivered, end of story.

Now knowing that Hermes will blindly follow the word of FedEx rather than repeat customers, I will never order again. I imagine had the packages not been there, I would've had quite a battle trying in vain to get Hermes to make the situation right.