One of the worst EVER!
One of the worst delivering services i've ever encountered in my entire life!- No information about your package until days or weeks later- Your package is supposed to be delivered at your home but they won't even bother and send it MILES away from your home to some local partner instead of putting it at your local post office or some Mondial Relay locker (they're partners)- No customer support: a botchat that won't help and they don't answer emails. Don't even try the phone, it's pointless!AVOID AT ALL COSTS!!P.S.: Good reviews must be rigged!
Fares L.
Hermes did not follow through
Hermes did not follow through. I paid for Overnight shipping ($70) but 3 days later did not receive the item. Very disappointed! it looks for Hermes Overnight means something totally different. When I call their customer service they told me to wait to receive tracking e-mail, keep in mind this is three days later after placing the order for OVERNIGHT DELIVERY!
Job Emu
Service Below Expectations
Customer service standards were disappointing and lacked courtesy.
Laurent
Toronto store was such a disappointment
As a loyal customer of Hermes, it’s so disheartening to walk into one of their locations and be blatantly followed. I walked into the Toronto location, just killing time before my facial, I had a couple of bags with me. Wanting to not have such an experience, I asked if I could check my bags. I was told, unfortunately, they had no where to store them. Totally fine, I browse downstairs a bit and proceed upstairs. I could see, from my periphery, a security personnel follow me up the stairs; and thinking it’s nothing, I continue to browse. I came across a shirt, sweater and pair of pants I like. Immediately as I turn around, a security guard is behind me. He tells me, “Oh I’m security, you’ll have to check in downstairs”. I respond I know you’re security, I was actually looking for that gentleman, as I point to a sales person. I have a discussion with the salesman to find my size and arrange a try on. He walks away to facilitate what we arrange. I began browsing again, and every turn I made the security guard was on my hills. I intentionally walked into one direction and pivoted to walk in a different direction, to my dismay, he was once again right on my heels. It’s so disappointing to have such an experience; I walked out without even trying anything on or buying a thing. I usually shop in NYC, and have shopped in the Chicago store. Never have I had such a humiliating and frustrating experience. Needless to say I’ll never ever go back into the Toronto store.
K.Hunter
excellent shopping experience!
I had an excellent experience ordering from Hermés International online site! I was a little worried about ordering such expensive lipstick without ever seeing it in person. But they do have an AI type of "try on" feature that I hoped was true to color and ordered based on that. I’m happy to say that it was spot on for me. The color and lip oil that I bought,ended up being a perfect match for me. and it was very close to what I expected and actually even better then I imagined. The packaging is luxurious, and the product is extremely high-quality as I would’ve expected from such a brand. I ordered the infused care oil in the color rose kola. It's a perfect mid tone rosewood color that’s not too cool or too warm, it’s not too dark or too light. it’s an excellent for daily wear alone or over a darker opaque lipstick for an evening out. It was shipped super fast as I ordered it on Saturday and received it on Tuesday. I highly recommend it!
Susan Perra Francesconi
I visited Hermes store in Toronto…
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.
Adriana Ademi
Hugely disappointing service from Hermes
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
MICHELLE N
The worst experience ever in Selfridges…
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.
Elena
focussed purely on sales (reaction in FR, NL & EN)
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.
Erik
First and last time
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”.
Cindy
FAULTY/WORN ITEM
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.
Daniel and Faye
Happy Customer
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.
Faizel Randeree
Really bad service!
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!!
Christian
Delivery driver left 2 missed delivery…
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!!
Jamie McPherson
Sick company
Sick company. Using exotic skins for bags. Very cruel. This trade should be stopped.
Gill
Wrong fragrance, they trick you
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!
Richard T
I returned a belt 770€ and still…
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.
Amalia Basha
They literally put marks on the sole…
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.
Miranda
Misleading Return Policy – Refused Exchange on Perfect Condition Sandals
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.
Shatha Hamed
Failed to deliver package 4 times over…
Failed to deliver package 4 times over 2 weeks and even attempted to lie about successfully delivering it. Very poor and unprofessional.
LVR
