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.

If you've experienced an issue

Submit a Complaint

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:12/20/2023
Type:Product Issues
Status:
UnansweredMore 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 Hermes.com, Order #**********, in April. I sent it for return a few days later to the ***************, the customer service agent said the return was accepted. But after a few days of silence, I reached back out, with customer service saying my return would not be accepted after all because it had been used. I never used the item. Ultimately, my online account states I returned the item, but this is false, because they refused it! t even says my order total was $0 - but they refused my return and I was never refunded!Hermes needs to refund me my money or let me do an exchange.
Customer Answer
Date: 12/20/2023
This is a continuation; on my Hermes account, the invoice says $0 - but they NEVER REFUNDED ME! They need to refund me or let me exchange for a different item at the very least!
Customer Answer
Date: 04/09/2024
Better Business Bureau:

At this time, I have not been contacted by Herms regarding complaint ID ********.

Sincerely,

*********************************
Initial Complaint
Date:12/11/2023
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.
On June 25, 2023, I had purchased a perfume from Hermes online. Upon receiving the item, I decided to return it in brand new condition since I found a different option. However, Hermes rejected the return claiming I had opened/used the perfume.After trying to unsuccessfully reach out to Hermes, I then proceeded to file a chargeback with my credit card provider. Hermes provided some images in black and white claiming that the package was opened, where the images do not show anything at all. The chargeback was then reverted based on this false information by Hermes.I'm requesting that Hermes refund me the amount.
Business Response
Date: 12/21/2023
The client placed an order on June 25th. The client received their item on June 30th. The client created a return a week later and sent the return on July 14th. Upon receipt, our distribution center discovered the item was returned not in its original condition.Regretfully, we cannot accept returns that are not received in their original condition. We sent the item back to the client and they received their item on July 29th. The client has not contacted us, however we remain available at **************** or ************************************* should the client have any questions about their return.
Customer Answer
Date: 12/26/2023
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:

Hermes rejected the return with no evidence to the fact that the item was not in original condition. This is a pretty terrible practice by a supposedly high end brand, and makes me question their integrity. I can say with guarantee that the item was returned exactly as is. Further, I dod reach out to Hermes again on August 25 on the provided email address (I have uploaded proof of this conversation already) and never received a response, so once again, unsure why the business continues to lie. Would be great if they can refund the amount.

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

Sincerely,

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

Business Response
Date: 01/10/2024
The client placed an order on June 25th. The client received their item on June 30th. The client created a return a week later and sent the return on July 14th. Upon receipt, our distribution center discovered the item was returned not in its original condition, as the cellophane encasing the fragrance had been opened. Regretfully,we cannot accept returns that are not received in their original condition. We sent the item back to the client and they received their item o July 29th.The client has not contacted us, however we remain available at *************** or ************************************* should the client have any questions about their return.
Customer Answer
Date: 02/22/2024
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:

The business continues to lie point blank despite sharing proof that I've tried to reach out with no response. Sad to see a premium brand stoop to such levels.

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

Sincerely,

*****************************
Initial Complaint
Date:10/18/2023
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.
On September 28th I ordered a pair of gold hermes oran sandals as a birthday gift for my girlfriend and paid $60 extra on shipping just so it can definitely get here on time. It was supposed to arrive on 10/2/23 according to my tracking information. When I received the box I and opened it I was furious because there was literally nothing in the box. No sandals, no receipt, and not even the gift box. Hermes said they had to do an investigation with ***** which I don't even believe anything was investigated and then told me days later that the claim was denied and to check with neighbors and didn't give me a refund... I'm demanding that they do a proper investigation and refund me my full $825.56 since I still don't have the sandals.
Business Response
Date: 10/27/2023
The client ordered a pair of sandals on September 28th.The package was delivered on October 2nd. The client stated the package was empty. We have investigated with ***** and with our distribution center and at this time, encourage the client to contact their financial institution for a refund. We remain available should the client have any questions regarding their order.
Customer Answer
Date: 10/30/2023
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]
Im out of almost $1000 and Hermes has done nothing besides claim to open an shipping investigation which ***** claims they never filed. ***** the supervisor told me I wouldnt be able to know about the claim since only the backend team can view communication with ***** which I find not true. Why cant the customer see the progress of the supposed claim that was filed for the missing sandals? I demand a full refund from Hermes as I havent received the sandals yet and I do not want to file a chargeback with my bank because that is not needed. Hermes didnt get the merchandise to me because of their error and they should fix it I shouldnt have to jump through hoops to get the item I paid for or my money back if a replacement is not possible. The way Hermes is dealing with this is unacceptable and I am mad at myself for using my hard earned money to shop here.

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

Sincerely,

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

Business Response
Date: 11/06/2023
The client ordered a pair of sandals on September 28th.The package was delivered on October 2nd. The client stated the package was empty. We have investigated with ***** and with our distribution center multiple times and the order was shipped with the correct contents inside. At this time, we encourage the client to contact their financial institution for a refund, as we are unable to dispute this delivery with ***** further. We remain available should the client have any questions regarding their order.
Customer Answer
Date: 11/07/2023
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]
I have not received the sandals that I ordered from ***** for a refund since I did not receive the item in the original package. I do not except the business response and hope they will refund me as they have provided no services to me.

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

Sincerely,

***********************
Initial Complaint
Date:09/06/2023
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 ordered hermes Izmir sandals through the online store on August 10th, 2023 reference # ***************The sandals were tried on once indoors on carpet floor but were too small and were returned immediately the next day. HERMES received them on August 22nd but claim there is a damage to the sole and they are refusing to refund and wanting to send the sandals back. There are 2 issues: I did not damage the sandals and HERMES is refusing to reveal the details stating it was an internal process. Secondly I moved overseas for a year and do not have the address in the US ( the address I provided is my billing address and I recieved sandals at the hotel I was staying while visiting ***** on business). Saying that I would like to state again that I did not damage the sandals. Coukd you please help me to resolve this issue and get acrefund from HERMES
Business Response
Date: 09/18/2023
The client placed an order for a pair of shoes on August 8th.The client returned the shoes due to a size issue on August 14th.The shoes were not returned to ********** in their original condition. We have attempted to contact the client on numerous occasions and have yet to receive a call back from the client. If there are any questions or concerns, our Client Relations team is delighted to assist at ************** or by email at *************************************. We remain available to assist the client with this return.
Customer Answer
Date: 09/29/2023
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:

Unfortunately Hermes was not able to provide any reasonable resolution claiming that the purchased item (pair of Izmir sandals) was not returned in the original condition, refusing the refund and insisting on returning them back to me.
I still would like to confirm that these sandals were in my possession only for one day, I tried them once and repacked them immediately since they were too small. I have sent them back on August 11th in their original condition before leaving for Europe.
On my request to provide the proof of their claim Hermes refused saying it is their internal process.
After I did some research It appeared that multiple customers had the similar issue with Hermes,
trying the product, returning it back to Hermes and being refused a refund based on " item not being returned in original condition" clause which raises some questions.

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

Sincerely,
****** *******

Business Response
Date: 10/17/2023
The client placed an order for a pair of shoes on August 8th. The client returned the shoes due to a size issue, and the tracking states the package was received by FedEx on August 14th. The shoes were not returned to ********** in their original condition and have signs of wear. We have attempted to contact the client on numerous occasions and have yet to receive a call back from the client. Furthermore, the client has disputed the charge with their financial institution, therefore we are unable to issue a refund at this time. Should the client have any further questions, they may contact ********** at ###-###-#### or **********************
Customer Answer
Date: 10/18/2023
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 Hermes did not address an issue, claiming thecsandals were damaged without any proof. I will
wait for the claim with my financial institution to be resolved.

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

Sincerely,

****** *******
Initial Complaint
Date:08/30/2023
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.
hello I placed an order ********** online to the hotel I was staying at. The order said delivered and signed for by ***** whom the hotel worker did not know. I showed her tracking information and she told me she would check for the package and could not locate it after checking at 3 different locations. I called Hermes and was met with a very ***** and heartless Hermes agent that simply not sympathize with me. She said that it is not their responsibility since the tracking says delivered. I told her to consider other scenarios where maybe the package was delivered elsewhere or lost and falsely stated as delivered because the hotel said they did not get the package. She refused to consider any other scenarios and offered no assistance at all. I went back to check with the hotel and they do not have the package. I am leaving tomorrow and do not want to deal with Hermes agents because they are simply rude and not helpful. I am writing this email to ask whoever is reading this to do the right thing and solve this issue because it is unfair to me as a customer that paid what I consider to be reputable business for a commodity that I did not receive. Please do the right thing as this is so unfair for me to go through.
Business Response
Date: 09/11/2023
The client placed an order on August 25th, and the order was delivered to the hotel the client was staying at on August 29th,as per the clients request. The hotel stated they did not receive the package,and we filed a claim to investigate the delivery on September 1st.The claim is still under investigation, and we will follow up with the client with the next steps as soon as the claim closes. We remain available to answer any questions the client may have in the meantime.
Initial Complaint
Date:08/30/2023
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.
I placed an order on Hermes website on Aug 16th for a Super Silk Quest scarf 90 (Order # **********). According to shipping information provided by Hermes, the package was sent through ***** ground and delivered on Aug 17th 8/17/23 at 12:36 PM (Signed by: *****, which is not my name). I did not receive any ***** call on Aug 17th. On Aug 17th around 1:30pm, I saw the package got delivered information on ***** website, and then went downstairs to check the package. The package was not there. I went to check on 8/18/2023 and package still was not there. I waited for couple more days and still did not receive the package then I called Hermes telling them the package was lost. Hermes insisted the package got delivered and asked me to call credit card company to dispute. I disputed with my credit card company but Hermes contacted the credit card company by showing so-called "delivery evidence". Hermes provided the credit card company a copy of the signature of people who signed the ***** package, however the signature was totally removed before they submit to the credit company, i.e. no signature can be seen from the evidence. Given the so called evidence without a copy of signature, credit card company rebilled me. I reopened the case with credit company and requested Hermes to provide a clear signature of who signed the package. It was not my signature any way. I also asked the property management company to pull the camera footage, and the property manager confirmed that no one signed that package that day ( email conversation attached). Conclusion: the package was stolen and did not reach my building at all.
Business Response
Date: 09/19/2023
The client ordered a scarf on August 16th. The item was delivered to the provided delivery address on August 17th,and a signature was obtained at this address. The package was delivered successfully, and the client did not contact us for 5 days about any delivery issues. The client has not contacted us since their initial call, and we remain available to assist the client with any issues regarding their order, however the package was successfully delivered to the client.
Customer Answer
Date: 09/22/2023
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 have evidence showing the package was not delivered to my building on Aug 17th. My building property manager confirmed that no one signed that package during the time period provided by ****** Hermes failed to provide the signature who signed the package to my credit card company. Because hermes clearly know the signature won't matched mine. I have provided the signature on the back of my credit card to my credit card company dispute department.
I reached out to hermes couple days later on Aug 24. I waited couple days to confirm with property management company that the package did get lost. Hermes customer service was very unprofessional and rude and claimed that the package was delivered and refused to offer a solution to me. The customer service asked me to file credit card dispute and I did.
I am surprised to see how unprofessional hermes handled the case and refused to admit its responsibility for lost package.

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

Sincerely,

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

Business Response
Date: 11/20/2023
The client ordered a scarf on August 16th. The item was delivered to the provided delivery address on August 17th,and a signature was obtained at this address. The package was delivered successfully, and the client did not contact us for 5 days about any delivery issues. We will not be able to assist the client with a refund, as the package was delivered and signed for at the given address. The client has not contacted us since their initial call, and we remain available to assist the client with any issues regarding their order, however the package was successfully delivered to the client. We welcome the client to contact us to discuss further should there be any additional questions.
Initial Complaint
Date:07/24/2023
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.
Hey,This is regarding online order **********. I order a mini H pop pendant and a mini H pop earring in this order. Got two shower gels instead of the items I ordered. Immediately contacted the business reported the issue. The business provided a return label for me to return for refund. Business sent an email acknowledging the receipt of the return on July 6. Up till now I still have not received my refund. I have called multiple times still no resolution.
Business Response
Date: 07/31/2023
The client placed an order for a pendant and earrings on June 25th, 2023. The client initiated a return on June 29th,and stated they received the incorrect item. We apologized and created a shipping label so that the client could return the incorrect items to us. The client stated they wanted a refund for their original order. The refund has been processed and we remain available should the client have any further questions regarding their refund.
Initial Complaint
Date:07/21/2023
Type:Customer Service 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 have sent 14 messages to Hermsjewelry and also sent them a picture of my bank statement showing I paid for something and did not receive it. They will not even work with me to get this finished I spend $60 and no product.
Business Response
Date: 07/31/2023
The client has purchased a product from HermsJewelry. Herms of Paris, **** is in no way affiliated with HermsJewelry and they also do not carry Herms of Paris, **** products. We have attempted to contact the client to advise them of this. However, we were unable to reach them. We recommend the client contact HermsJewelry for their order on their site.
Initial Complaint
Date:07/11/2023
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.
I recently placed the order Casaque Do Re Boucles muffler on Hermess website with PayPal payment method. However, the order was cancelled itself around two minutes after I placed the order. Can you please let me know if theres any technical issue between my account and the website or anything else I can do? Please let me know if you have any questions. Thank you! Looking forward to hearing from you.Best regards,****************
Business Response
Date: 07/12/2023
The client placed an order on July 6th on Hermes.com for a muffler. Our system regretfully was unable to process the order. We spoke with the client on July 6th and advised them that we were unable to process their order and that the pending charge would drop from their account shortly. We invite the client to double check that their information is correct, and remain available should the client have any further questions.
Initial Complaint
Date:05/31/2023
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.
I have place a order for a piece of jewelry that stated it was delivered an signed for , but as i stated the delivery drivers have been saying that packages was signed for an they never was even signed for the leave them on the porch. I had a note on my door that stated do not leave packages.I spoke to a rep an it was like she didnt even care she told me to keep asking my neighbors as i told her i have asked everyone. This was a important gift for a sick grand parent. The customer service have no remorse to missing packages.I dont believe anyone has money to just go to waste especially when it is a gift for someone sick.
Business Response
Date: 06/09/2023
The client placed an order for a bracelet on May 11th,2023. The order was delivered to the correct address on May 15th,2023. The client contacted ** on May 30th and stated they did not receive the package. The client then filed a dispute through their financial institution. The client has been refunded through their financial institution,and we remain available should the client have any questions about their order.

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Hermès is NOT a BBB Accredited Business.