Business Profile

Designer Apparel

Hermès

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hermès's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on or around July 11th, 2024 for a cosmetic item to gift my client. The order number was #********** with a ***** tracking number of ************. I did not realize that my client never received this gift until last week, in casual conversation at one of my visits. My client did not feel right asking me what happened to it, and I never felt the reason to make sure she received it. When I called Hermes to report this, they told me theres nothing they will do about it and to call the courier. This is not an appropriate response to a shipment never having been fulfilled, much less for a luxury brand.
Business Response
Date: 10/24/2024
The client placed an order on ************************** on July 12th,2024. The client contacted us on October 4th, 2024 stating the package was not delivered. We spoke with the client on the phone on October 7th,stating we are investigating the delivery. On October 9th, we left the client a voicemail stating a refund will be issued to their account. A full refund was issued to the client on October 11th, 2024. We remain available should the client have any further questions regarding their refund.
Customer Answer
Date: 10/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** ******
Initial Complaint
Date:10/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a belt and return exactly what I got and Hermes refuses to give me a refund and sent me the return back. When I tried emailing them to explain the situation I got a general response not addressing the issue at hand. I am more than willing to re-send the return back if I am given a label to do so.
Business Response
Date: 10/17/2024
The client placed an order on May 17th, 2024.They initiated a return on May 26th, 2024. The item we received from the client was not the item sent to the client, and additionally had been worn while in the clients possession. We sent the item back to the customer on June 6th, as we cannot accept this item for a return. We remain available at **************** should the client have any additional questions regarding their order.
Customer Answer
Date: 10/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

As stated in my original complaint I returned what was sent to me in the condition that it was originally sent in. Please send me a return label so I can return the items sent to me for a refund

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ********
Initial Complaint
Date:08/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a pair of sandals (in brand new condition and in their box). I received two emails from Hermes on July 3 confirming receipt of my return. 3 weeks later I had not been refunded so I emailed Hermes. I did not receive a response so I called, and the customer service agent told me they received an empty box. Hermes claimed they filed a claim with ***** and ***** denied it so there is nothing else they can do because they did not receive the shoes. This is not possible, The weight of the package of my return package is the same as the weight of the package I received. Hermes did not receive an empty box. Someone at their warehouse emptied that box, which is confirmed by the two emails I received confirming they had received my return (implying my return was processed once and the package emptied, and then the empty package processed again).I filed a chargeback with my credit card company and Hermes told me they are disputing the chargeback. Infuriating experience when the evidence all points to this being the fault of Hermes, not a long time customer. Because of the way they handled this experience, I will not shop there again.If you look at recent reviews, you'll see others are facing an identical experience. Something is going on in their warehouse and they are placing the blame on the customers instead of investigating their own employees.
Business Response
Date: 08/19/2024
The client ordered a pair of sandals on June 26th.They initiated a return on June 28th, and we received the return on July 3rd. We did not receive the item in the return package, so we opened an investigation with ***** on behalf of the client. The client filed a chargeback, and we accepted the chargeback on August 7th. The client has been refunded, and we remain available at ************** should they have any questions about their refund.
Customer Answer
Date: 09/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Hermes did not accept the chargeback, nor did they issue me a refund. They emailed me on August 7 that they were seeking a chargeback reversal and that they "do not control the outcome." Email attached. I have only been issued a conditional credit by my bank while the dispute is ongoing. As of today, September 6, I have received no contact from Hermes on this since August 7, and they have not submitted any documentation to my bank, nor notified the bank that they have accepted the chargeback. Their response is not accurate.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *******

Business Response
Date: 10/10/2024
The client ordered a pair of sandals on June 26th.They initiated a return on June 28th, and we received the return on July 3rd. We did not receive the item in the return package, so we opened an investigation with ***** on behalf of the client. The client filed a chargeback, and we accepted the chargeback on August 7th. We have attempted to contact the client on September 27th and October 1st to confirm this information directly from the client. We have not yet received a response, however we remain available at ************** should they have any questions about their refund.
Initial Complaint
Date:07/30/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Summary:I ordered a product from Hermes, and my package was held at a location for pick-up. I am unable to retrieve it, and despite multiple requests for the item to be sent back to Hermes, the package remains uncollected. Additionally, the sales associate at the Vancouver store incorrectly entered my first name, potentially leading to the package being held at the location.Details of the Complaint:1.Order Information:Order Number: ************ Tracking Number: ************ Pick-Up Location: ******************************************************************** Date of Transaction: July 13 Amount Paid: $1400 CAD 2.Communication Attempts:I contacted Hermes customer service on July 15, July 24, and July 28 to request the item to be sent back to them and to ask for a refund. Despite these multiple attempts, I have not received any satisfactory response or resolution.3.Issues Faced:My package has been held at a location for pick-up, but I am unable to retrieve it.The incorrect entry of my first name by the sales associate at the Vancouver store potentially led to the package being held.My requests for the item to be sent back to Hermes have been ignored.This has caused significant inconvenience and frustration.Desired Outcome:I am requesting a full refund for the undelivered item.Additional Comments:This is my first experience with Hermes, and I am extremely disappointed with the service. I expect a prompt resolution to this issue.
Business Response
Date: 08/13/2024
As per the attached documents, we have issued a refund for this client on July 30th. It appears Amex has opened a dispute requesting information on August 1. For this reason, the client should reach out to AMEX directly. We remain available at **************.
Customer Answer
Date: 08/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
***** ***
Initial Complaint
Date:07/29/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
These people are scams. I sent back my bracelet for a bigger size and they are saying that they received an empty box. I don't understand this. They give you prelabels I believe so your items aren't weighed. They are doing fraudulent activities. I hope ***** discontinues shipping with them because they're making them look bad. These people are thieves. At this point refund me my money.
Business Response
Date: 07/30/2024
The client placed an order on July 13th, 2024.The package was delivered on July 16th. The client initiated an exchange on July 17th. On July 22nd, we received their return package without the item. We advised the client that we would open a claim to investigate the delivery with *****. The client then opened a chargeback. We are refunding the client through the chargeback, and remain available should the client have any questions.
Initial Complaint
Date:06/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a gift wrapped necklace from Hermes. I did not even open up the gift packaging because I knew that I had to return the item immediately. I received a return label from Hermes for ****** I brought the gift wrapped box (still wrapped and unopened) to a ***** store and purchased a mailing envelope/bag from them. I put the gift wrapped box with the necklace inside the ***** bag myself and then attached the prepaid label to the bag and handed it to the ***** employee. Hermes received the package on 5/21/24 and notified me that they received it. THREE WEEKS LATER on 6/11/24 they are now claiming that the necklace was never inside the bag and it was just a white box and some tissue paper. This is not true. THey can reach out to ***** and check the cameras if they need to but they are refusing to refund me the money for the necklace despite me following their exact instructions on how to return the item. They have no explanation as to why it took them 3 weeks after receiving the package to notify me that the contents were missing. This is a scam and fraudulent and they are stealing $510 from me for an item I returned exactly as it was received.
Business Response
Date: 06/24/2024
The client placed an order for a pendant on May 11th,2024. The client initiated a return on May 16th, 2024. On May 24th,we received the return and found the package to be empty. The client filed a chargeback,and we encourage the client to follow up with their bank for updates.
Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
How embarrassing. I purchased a double-sided leather bracelet and it broke on the first use. The leather piece is missing because it fell off my wrist. The buckle remains in my possession. How does the most iconic leatherwear company in the world produce such trash that after one use, it is no longer a viable product. Hermes should be ashamed of itself. I am absolutely disgusted and I demand recourse. I want a full reimbursement of the product.
Customer Answer
Date: 06/22/2024
At this time, I have been contacted directly by Herms regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I spoke with ****** from Hermes who committed to resolving the matter. By phone, ****** confirmed Hermes would replace the item or repair it at no cost to me. She asked for photos by email, which I promptly provided. She then confirmed receipt. She also told me that Hermes would provide a shipping label to return the bracelet with. That was on June 5, 2024. On June 20, 2024, I followed up having not heard a response. The matter remains unresolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 07/22/2024
The client placed an order for a bracelet on April 24th,2024. The client returned the bracelet for an exchange, and we shipped the new,exchanged bracelet item to the client on May 15th, 2024. The client did not contact our Client Relations team directly regarding any challenges with their item, however we did reach out on July 5th after receiving their complaint through Better Business Bureau. The client did share with us that the leather part of their bracelet was missing. We are further investigating options for the client with our After Sales team and have been in contact with the client to inform them of this. We remain available at *************** should the client have any questions.
Business Response
Date: 08/13/2024
The client placed an order for a bracelet on April 24th, 2024. The client returned the bracelet for an exchange, and we shipped the new, exchanged bracelet item to the client on May 15th, 2024. The client did not contact our Client Relations team directly regarding any challenges with their item. However, we did reach out on July 5th after receiving their complaint through the Better Business Bureau. The client shared with us that the leather part of their bracelet had been lost after having worn the bracelet. We have looked into all possible solutions for the client and unfortunately, are not able to replace the part of the bracelet that the client lost while the bracelet was in their possession. We have addressed the clients concerns and remain available at ###-###-#### should the client have any questions.
Customer Answer
Date: 08/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I’m disturbed by the lack of customer service at Hermes, one of the most renowned fashion brands in the world. When I sought support three months ago, their representative made promises to replace the defective item I purchased. After weeks of ignoring my emails. the same representative answered by backpedaling on her promise but committing to making an exception for a repair. That representative promised further correspondence after a few days.

Weeks went by before I received any communication from Hermes, and that communication was a robotic email that I had been sent two other times about choosing not to help me. Hermes has these emails and recorded calls; I’m sure their leadership is capable of verifying all this information. Yet, they have selected not to provide me even the slightest bit of real assistance.

This brand has failed me as a customer and has selected to outright lie to me and the Better Business Bureau, treat me like an adversary rather than a customer, and ignored me for months when I tried to follow up. For that, I will never shop from Hermes again, and I will recommend all my friends and family do the same every chance I get. To anyone reading this, I assure you: Hermes will fail you too.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******* *****
Initial Complaint
Date:05/23/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/6/24, I placed an online order with the designer Hermes for a pair of $1,200 sneakers. On 5/9/24, I was notified that ***** delivered the package with signature. I never received any package and immediately provided video surveillance to Hermes showing no ***** truck ever showed up. In addition, couple days later ***** admitted losing the package. All of this information was provided to Hermes claim specialists, and I wasnt given any refund or sent another pair of shoes. I work hard, and buying $1,200 shoes isnt something I do everyday. Al thought ***** made the mistake, Hermes has not taken responsibility as the sender and addressing a customers issue. I followed-up with their claim team and my email wasnt returned. More to come
Business Response
Date: 05/28/2024
********** has reviewed the information from this clients delivery and we provided the client with a resolution on May 24, 2024 after opening a delivery investigation with ****** We sincerely apologize for the clients experience and remain available to assist the client directly with any additional questions.
Initial Complaint
Date:04/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hermes, I've always admired your craftsmanship and understood the prestige associated with your brand. Unfortunately, that admiration is wavering because my recent experiences have been so disheartening.My wife and I spent years dedicating ourselves as loyal customers at the Manhasset store, only to discover it wasn't an official Hermes location. That was a major setback after investing so much time and effort in building a purchase history.Now, as our 25th anniversary approaches, I want to surprise my wife with the bag she's always longed for. It would be a symbol of how far we've come together. However, I've encountered nothing but roadblocks. I've been turned away by your store, and just so you know, the service provided in your stores is degrading. ***** associates dont even look at you in the eye and just say straight forward that they dont have any bags in stock. Navigating your website feels like a losing battle. Items vanish within seconds, making it nearly impossible to compete with what might be bots. Ive spent days and days refreshing but havent had any luck. Is it too much to hope that a loyal customer's history and desire to celebrate a special occasion would be given any consideration? I recently read an article about a lawsuit and I resonated with that article because I too feel like a victim. Your current system feels impersonal and, frankly, a little unfair. Its not fair that we werent informed of Manhasset store being a concessionaire and our purchase history going down the drain. I feel helpless, angry, and frustrated. This feels like betrayal.
Business Response
Date: 04/25/2024
Our team has reached out to client and are working with client directly to arrange a wonderful appointment to address clients concerns. Our Client Relations team remains available should the client have any further questions.
Customer Answer
Date: 05/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
Date:03/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want to make a formal complaint against your service and one of your products.I placed an order (n **********) in August at the beginning of 2023 for oran sandals.You sent me used sandals which is totally unacceptable. I sent supporting photos, this is the first time this has happened to me with a high-end brand.The day after receiving it I was leaving the country for 3 weeks, so I was not able to return the sandals as I was out of town. I decided to keep them, considering that I didn't really have a choice, despite my great disappointment.When I returned, I contacted Herms customer service, mentioning the problem and emphasizing the fact that the sandal was of poor quality. The person on the phone confirmed to me that there were a lot of returns and complaints regarding this sandal and confirmed to me that I could return it. I informed him that I had worn it even though it was already used at the start. She confirmed to me that the return was OK and sent me the return slip.I took the time to return the sandal to go to the post office despite my busy schedule. Once received, you tell me that you cannot accept the sandal because it has been worn. I received the sandal and it had already been worn I sent you photos to support it!!! In addition, the customer service person confirmed to me that I could still return it because of many complaints and returns.Its not over, when you sent me back the sandal, i called to ask how could I wash it, the person at the customer service to know how to wash it cause they were dirt I followed the instructions and now they are completly scrap How can you sell a sandal for $1500 and offer a service like this? You made me waste a lot of money and also time by giving me bad information.I am completely outraged by your customer service and your product which is really of poor quality compared to the price.I want this email to be given to a manager and for them to contact me. I want to be reimbursed or compensated for all of this. It's truly a horrible experience for me and I'm really not satisfied.Please get back to me soon
Business Response
Date: 04/12/2024
The client placed an order on our ******** website for a pair of sandals. The client stated that the shoes were not in perfect condition upon receipt. Our ******** team has been in contact with the client and has issued an exceptional refund. The ******** customer service team remains available at ************** should the client have any questions regarding their refund.
Customer Answer
Date: 04/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*** *******************************

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Hermès is NOT a BBB Accredited Business.