Complaints

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

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• 

  Hermès

  55 E 59th St Frnt 3 New York, NY 10022-1197

• 

  Hermès

  1988 Northern Boulevard Manhasset, NY 11030

• 

  Hermes Of Paris

  125 Grant Ave San Francisco, CA 94108

• 

  Hermès

  691 Madison Avenue New York, NY 10021

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:05/17/2023

  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 returned a card holder to Hermes.com, for a refund. On May 9, they emailed stating they had received the item and would refund me soon. Today, a week later with still no refund, I called and spoke to a manager named ****. She first lied and said they had never received my item, despite me stating I had an email from Hermes stating they, indeed, did receive it. Then, she said the item had "extensive damage" and that my refund was refused. These are both lies. The card holder is in perfect, unused condition and I need to be refunded immediately!

  Business Response

  Date: 05/23/2023

  ********** Response:
  The client ordered a cardholder on April 5th, 2023. The client contacted us the same day to cancel the order. We were unable to cancel the order, however we informed the client we would request that ***** return the package to our warehouse so that we may refund the client. The client contacted ** on April 7th,2023, stating that they would like the package to be delivered to them. We received the item from ***** on April 11th, 2023 and reshipped the item to the client on April 14th, 2023. The item was successfully delivered to the client on April 17th, 2023. The client then initiated a return on May 3rd, 2023. We received the return on May 9th,2023. The cardholder that was returned to ** was not in original, unused condition, therefore we have sent the returned cardholder back to the client.We have spoken to the client about their return and have come a resolution. We remain available should the client have any further questions.

• Initial Complaint

  Date:05/15/2023

  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.

  I placed an order and the order was shipped via ****** I got an e-mail stating it was delivered and signed for by someone other than me. I talked with the customer service rep ********* She was apologetic but nothing else. I am crying on the phone about my missing package and being out $300...and she says there is nothing she can do. It was delivered to a HOUSE from the picture, with two boxes and I only ordered one thing. This package was going to my business which is a school and not a house. They offered zero rectification or help. This was my first experience ordering from them and will surely be my last. Their customer service is horrible and now I am out over $300 and have no shoes that I paid for. The picture clearly shows they were not delivered to me...also, says ********* and the address is in Parma. They could not offer me anything... another pair of shoes, a credit...nothing. Terrible customer service and way to do business. No wonder they have such horrible reviews online and so many people saying they are scammed when ordering from them. I believe all of those stories, now. This is TERRIBLE.

  Customer Answer

  Date: 05/15/2023

  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:05/11/2023

  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 returned my Hermes card holder and they received it on May 3. I still have not been refunded. They need to refund me now!Return: ********** Order #********** Return n **********

  Customer Answer

  Date: 06/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Herms regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:05/02/2023

  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.

  Order #**********, and Order #********** was purchased on December 6,2022. Transactions were posted on 12/07/2022 in ********** statement. Each order worth $1212.19. I used ***** prepaid return labels (free return labels which were provided by Hermes) to return both of the orders on 12/27/2022, but both of them were lost by *****. I called Hermes to report both lost packages, they rejected one. So I called Chase to open both disputes. Hermes contacted me on 01/18/2023 let me close one dispute and wait for 30 days, then refund me later. I trust Hermes, and called Chase to close one dispute on 01/18/2023. ***** said I can reopen the dispute if I didnt receive the refund. However, I the past 4 months, Hermes said they cant see the dispute is closed, and they never received the money from Chase. But ***** said the closed it and money $1212.19 was sent to Hermes between 01/27-01/29/2023. ***** was not available to reopen the dispute and cant find my money back. ***** let me find Hermes to get refund. And Hermes let me call Chase to get refund. 4 months passed, I have called both of companies and emailed them many times. They gave me the same answers. Please help me figure out what I should do to get my money back. Thank you so much for your patience.

  Business Response

  Date: 05/10/2023

  The client placed 2 orders on December 6th, 2022.Both orders were for cardholders. The client stated that they returned both of them on December 25th, 2022. One return was lost in transit. The other return was received by our warehouse, but only included the decorative ribbon that is sent on our packaging and did not include the card holder that the client purchased. The client opened a chargeback on each of these orders.We responded to the chargebacks and stated that the credits are due to the client for both disputes. Our records indicate that Hermes.com has now lost both chargebacks and that the funds are being issued to the client through their financial institution. If there are any questions or concerns, our Client Relations team is delighted to assist at ************** or by email at **************************************

  Customer Answer

  Date: 05/18/2023

  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:

  [Your Answer Here]

  Hermes called me closed the dispute and refund me after closing the dispute. My credit card bank sent 3 letters to notice me the dispute was closed and money $1212.19 was sent to Hermes. And I also have been rebill by *****, you can find in my statement. However, after closing, Hermes just repeated the same response and said they did not receive this fund, let me reopen the dispute. That was impossible. ***** was not able to reopen the dispute because money was already sent to Hermes account. I believe ********************** just do not want to refund me. 
  To Hermes:

  I understand that mistakes can happen, and I am willing to work with you to find a satisfactory solution. However, it is essential to note that the delay in providing the refund has caused me significant inconvenience and financial burden. Therefore, I expect to receive a prompt response addressing this matter, along with a clear plan of action to rectify the situation and refund the outstanding amount.
  If necessary, I am prepared to explore alternative avenues for resolving this dispute, including escalating the matter further with relevant consumer protection agencies and small claim court. Nonetheless, I believe it is in both our best interests to resolve this matter amicably and promptly.
  I have enclosed copies of all relevant documentation, including the return labels, emails, and communication records, for your reference. I kindly request that you review this information thoroughly and take the appropriate steps to rectify the situation promptly. I trust that you will uphold the values of your esteemed brand and demonstrate your commitment to customer satisfaction.
  I look forward to a swift and satisfactory resolution to this matter. I appreciate your attention to my concerns and await your response within [reasonable timeframe]. Thank you for your immediate attention to this urgent matter.
  
  

   

   

   

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

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

  Business Response

  Date: 07/12/2023

  The client placed 2 orders on December 6th, 2022. Both orders were for cardholders. The client stated that they returned both returns on December 25th, 2022. One return was lost in transit. The other return was received by our warehouse, but only included the decorative ribbon that is sent on our packaging and did not include the card holder that the client purchased. The client opened a chargeback on each of these orders. We responded to the chargebacks and stated that the credits are due to the client for both disputes. The client confirms receiving one of the refunds, however they have stated that they have not received the second refund. Our records indicate that Hermes.com has now lost both chargebacks and that the funds are being issued to the client through their financial institution. Additionally, our accounting team as well as our payment service provider has confirmed that the dispute was lost by Hermes.com and that we no longer have the funds from these orders. We had advised the client of this and encouraged them to speak with their financial institution. We remain available should the client have any questions regarding this order. 

  Customer Answer

  Date: 07/12/2023

  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]

   

  On June 26th, I spoke to the Hermes and was able to participate in a 3 way call with the financial institution *********** Chase bank have opened an internal investigation and will be updating me on the findings within 10 business days. I called Chase on July 12th, ***** had finished the investigation and confirmed that fund was sent to the Merchant Hermes. If Hermes had problem with local the fund, ***** would like to start another review to help Hermes, if necessary. 

   

  As I said, Hermes should work hard to find the fund and refund me as soon as possible. Once the fund was sent to Hermes, Chase could not know which payment processing platform Hermes use, especially Hermes uses Audien (I guess I spell it correctly). Is Audien a foreign payment processing company? 
  Hermes should contact your payment processing company or your bank to local the fund. Only Hermes can do this, that is the problem with you and your bank or Audien. ***** and I have tried everything we can do. Now I just need to ask refund from Hermes. Or I have to file a small business court action to get my money back. 
  

  Thank you very much for your understanding. 

   

   

   

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

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

• Initial Complaint

  Date:04/19/2023

  Type:Order 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 should learn my ****** with this company. The stores always treat me well however the on-line store has terrible customer service. I ordered a bangle for my wife's birthday and it was the wrong size. I filled out the return information on the website and received an automated response that they would respond shortly with the return number and information to exchange the product. I sent a reminder with the reference number they asked me to use 7 days after the initial inquiry. Still nothing for the last 12 days. Please help me as I do not have a local store to go to and try to exchange for the proper size! I need a return authorization number and an address to send the product back for exchange.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and now have been provided the information needed to return the product with an authorization number. I am hopeful the return will be handled appropriately once received in their warehouse.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/14/2023

  Type:Order 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 ordered a card holder from Hermes.com. They requested the item to be returned to their warehouse even though I didnt ask for a return. I have called them and emailed numerous times telling them to please send me the item asap, as Ive paid for it. They need to mail me this item immediately and also provide a discount or future credit for the inconvenience!

  Business Response

  Date: 04/19/2023

  The client ordered a cardholder on April 5th,2023. The client contacted us the same day to cancel the order. We were unable to cancel the order, however we informed the client we would request that ***** return the package to our warehouse so that we may refund the client. The client contacted us on April 7th, 2023, stating that they would like the package to be delivered to them. We received the item from ***** on April 11th,2023 and reshipped the item to the client on April 14th, 2023. The item was successfully delivered to the client on April 17th, 2023. We have contacted the client to let them know the tracking and that their package was out for delivery. We remain available should the client have any further questions regarding their delivery. 

   

  Customer Answer

  Date: 04/20/2023

  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:03/16/2023

  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 would like to complaint for my return at ******* store. Ive purchase few items from Hermes Manhasette and I wanted to exchange at ******* ********* I called customer service and read their return policy it state that I can exchange to anything. When I arrive I saw a ********** so I asked to exchange to two small leather goods to the bag. The sales associate said manager wont allow me to exchange to anything but small leather goods. I told her Ive call corporate to double check before I drive 2 hours out to exchange my items. Then the sale ask the manager to talked to me, his name was ****. He was very rude and kept rolling his eyes and just do not feel like dealing with me. I told him whats going on and he just told me I wont help you no matter what corporate says. This customer service from high end luxury store should not be acceptable. The return policy is written on the receipt clearly saying I can exchange to anything I want. I would like to have store credit like it states on the receipt return policy.

  Business Response

  Date: 03/29/2023

  A member of our Client Relations team spoke directly to the client on March 27, 2023.  Our Clients Relations team is currently working with the client toward reaching a resolution.   

• Initial Complaint

  Date:03/05/2023

  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 bought an item online and the business clearly state on their return policy that I can return the item to the store for store credit.I went to store yesterday and they refused to let me get store credit and made me pick things that were on display, which turned out to be all scratched up. The sales **** completely lied about their store return policy, she told me I must exchange to something today or they can not give me store credit.

  Business Response

  Date: 03/22/2023

  Hermes.com has spoken to the client directly and the client confirmed they would be returning the item to Hermes.com for a refund. We have not received any details about the return from the client,however our Client Relations team remains available should the client have any further questions.

  Customer Answer

  Date: 03/22/2023

  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:03/01/2023

  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.

  Purchased an item from the store, but returned and was offered store credits of $1066.98. I was told that the store credits would never expire. Right now I am told that over $600 of my store credit was claimed by *******************. Hermes could only send me a check of $400+. I lived in ******** when I did the purchase and return. And Have been living in ** since then.

  Business Response

  Date: 03/10/2023

  The client was offered a store credit in 2018 and contacted ********** on February 27, 2023 inquiring about her store credit balance.  In July 2022, Hermes advised the client in writing that, as per state law, her store credit balance was in danger of being escheated to the ******************* if she did not request the store credit remain open.  When Hermes did not receive a response from the client requesting the store credit be kept open, a portion of the store credit was remitted to the ******************* in accordance with applicable law.  Hermes maintained a balance of $426.79 which we are sending back to the client by personal check.  Our team has informed the client, by phone and email, of the process to reclaim the remitted funds from ********** via the ********** Unclaimed Property website.  If there are any questions or concerns, our Client Relations team is delighted to assist at ************** or by email at **************************************

  Customer Answer

  Date: 03/13/2023

  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 never received any letter or note from Hermes regarding my store credits being in danger, as they claimed in their response here. I unfortunately believed their promise earlier that my store credits would never expire, so I never thought about checking it. Until recently I was going to make a purchase, I thought that I could check in the meanwhile. Disappointedly, I was told that part of my store credits was claimed by the ********, when I called Hermes recently. I spoke to one of their representatives and was very disappointed about how they handled the issue. Never received the check of portion of the balance that they mentioned here neither.

   

   

   

   

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

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

  Customer Answer

  Date: 04/20/2023

  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:

  The brief conversation I had with them didn't address my concerns at all. I have tried my best to find resolutions with them, before I posted my complaint here. Since all the direct communication with them have been very disappointing, I came here to post my complaint. The only progress I made here was that I received the check that has partial of my store credits from Hermes, after I made my complaint here. Besides this, all the responses they posted here just make things more frustrating and disappointing.

   

   

   

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

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

  Business Response

  Date: 04/27/2023

  Herms has issued the client a check for the amount of $426.79, and the client has confirmed receipt of this check. We have provided the client with all the information to retrieve the remaining funds, $640.16,from the state. At this time, the client must proceed with the recommended steps, as Herms is not permitted to complete that part of the process. We do remain available to answer any questions through our Client Relations team if the client experiences any challenges on how to complete the process and encourage the client to call us directly at ************** for further assistance.
  

• Initial Complaint

  Date:02/10/2023

  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.

  Transaction Date: December 31, 2022, Amount: $234.03 Order # ********** I made this order, however, never received it. After contacting Hermes, the customer service told me ***** had my signature proving the delivery of the package, so they cannot make refund. But I never signed for this package at all, I think it was either other person faked it or ***** faked it.I then contacted my bank to dispute the charge. But Hermes refused it again with the FAKE ***** signature. This time, I was able to see the proof of delivery, and it is a line instead of my signature!I don't want to argue who faked the delivery proof. The fact is I paid the money without receiving the package. I wanted the money back from Hermes. They instead of me should take the responsibility.

  Business Response

  Date: 02/21/2023

  Hermes.com client from Order # ********** purchased a tie on December 31st which was picked up by ***** and delivered to the requested address on January 7th with signature. Per Hermes.com policy,once an order delivers and we have received signed proof of delivery at the address on file, the delivery becomes customer property. We have shared this information with the client and our team remains available should the client have any additional questions or concerns.

  Customer Answer

  Date: 02/22/2023

  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:

  [Your Answer Here]

  I never signed for the package and I never directed anyone else to sign it for me. And I never received the package.

  I can be seen clearly that there is only a line on the signature pad, and it was not from me or anyone else I know. The signature is forged. Hermes never tried to resolve the issue at all in the past few weeks. Here are the detailed communications between me, my bank and Hermes.

  I firstly contacted Hermes due to the package missing. They declined the refund and told me to file a dispute with my bank.

  I filled a dispute with my bank, and later on, my bank declined my dispute because Hermes insists the package had been delivered. For the first time I saw this "signature" from ****** as I decried above, it is a line, which is not from me or anyone I know.

  I tried to contact ****** But I am not the shipper and did not pay for the shipping, they cannot do anything.

  Then I went back to Hermes for refund, they declined again and directed me to fill "customer protection" with my bank. I also asked them to contact *****, but they refused.

  I went back to my bank, but they don't have such "customer protection". They can only continue the dispute if I have additional info from Hermes. But Hermes just repeated similar things like "this package has been delivered to the customer". 

  In summary, I never received this package from Hermes and they declined my refund request multiple times. From the beginning to the most present communication, Hermes, instead of helping me resolve the issue, just wants to get rid of all its liability and blames everything to me. They said they are open to help, but they never helped me on this in the past few weeks.

  This is the first time I ever shop on Hermes, buying a gift for my boyfriend's Ph.D ******** but it became a nightmare.

   

   

   

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

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

  Customer Answer

  Date: 04/22/2023

  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:

  [Your Answer Here]

  I received a phone call on Mar 6th, 2023, although it says "No Caller ID", the lady claimed that she represents Hermes and told me that she would go ahead and approve the charge back to my account within a week. However, the credit is NEVER back to my card.

  I contacted Hermes.com two weeks later, and received the email says"Kindly know, although we cannot guarantee a resolution date, our Specialists will continue to monitor your claim closely and follow up with ***** until a resolution has been determined. Once the claim has closed, we will follow up with you directly." on Mar 24th, 2023. The email is attached.

  Till the date of Apr 22, 2023, I still have NOT heard further from Hermes.com NOR received the credit. Therefore, I CANNOT agree with the statement from Hermes.com. I still need BBB's further help on this.  

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

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

  Business Response

  Date: 05/10/2023

  The client placed an order on December 31st, 2022 for a tie. The order was delivered with a signature on January 7th,2023. We have spoken with the client, and a refund for the order was issued on April 27th, 2023. We remain available should the client have any further questions regarding their order or their refund.