691 Madison Ave., New York, NY, 10065
at 62nd St.
By DidiG on 1/8/2013
Rude and utterly useless saleswoman who acted bothered to open the scarf drawer and take out scarves. I had to dipose her on colors and sizes as she never opened a drawer to show me the collection. Meanwhile next to me another salesperson was graciously showing many scarves to two Japanese tourists, opening and looking through the locked drawers behind the counter. When I leaned over the case to see what was in the drawer, she reprimanded me, "Stay on that side of the counter." After I selected a large scarf to buy, we moved to another case to see the smaller scarves. She ordered me, "Come around to this side," as she motioned me to the side of the case where she previously told me to move away from! As I started to try on the smaller scarves she ditched me and went to help a couple that came up from behind asking to return something. In the middle of "helping" me, she left to go to the registers without even saying a word to me! Left alone I took out a scarf to try on and was again reprimanded, "You cannot touch the scarves without a salesperson!" Well where was she? I would love a salesperson, but there wasn't one in sight. I left without taking the two scarves -- their loss. Hermes, your salespeople need to be trained better in customer service! I will NEVER shop in this Madison Avenue store. Anyone looking for service -- go to Bergdorf's or Saks where the service is stellar and they would never treat you like this. Forget this awful place!
By Takeshii on 12/5/2012
Wow this place is horrible. Sales people are nice but store managers are useless and have poor follow through. Everyone should know they changed their exchange policy. It used to be pretty easy as long as it was in the box and it was unused you could return it without questions. Now the person has ~10 days after the purchase to exchange it. The worse possible gift to receive! Guess what for the premium you pay you should receive better service. It's upsetting that I get better service at the GAP in addition to a better return policy. Regular shoppers are all upset... I hope someone from the Hermes store reads this because you should understand how pissed your customers are. I hear the downtown store is better but stay clear of Madison. It's not worth the hassle.
By isabellopez on 5/25/2012
I recently purchased a Kelly Bracelet for a friend overseas. The shopping experience was nothing short of ordinary. I got the same service as I would in the Gap. I asked for a size small and didn't bother checking it during check-out since, this was supposed to be the best of the best. Unfortunately, the bracelet they gave me was an XS and did not fit my friend and had to be flown 8,000 miles back to NY. While the bracelet was in transit I called the store twice for more information about stocks on hand and their return policy. Again, both occasions were very disappointing. From the way Hermes staff answered the phone and how they spoke showed little refinement in tone and manner. They were also not helpful in giving me details about the other selection and sizes on hand. Their return policy is ONLY ten days and just in-store credit. My friend tried returning the bracelet in Bangkok and Manila (a total of 4 stores) as well and neither of the stores would accept it, even with the receipt (there is nothing about this that shows them as global luxury brand). For a $500 strip of leather I'd expect way better service than what I got.
By Volanges on 10/20/2010
Let's face it: in this day and age, the old luxury houses have "democratized" their product, expanded their lines to include cheap trinkets, and moved production to China. One exception is Hermes, which remains family-owned for the most part and true to pure luxury (which these days could mean having your product made by a trade craftsman in Western Europe). Perhaps the other exception is Chanel. But you can never go wrong with Hermes: everything the store sells is beautiful, sophisticated, and of the upmost quality and workmanship. Shopping in this store is an experience in itself. I recall the time I bought a belt at the store, and the salesperson took off my belt, inserted the belt I was trying through the loops of my pants, and fastened it for me as well. It is the closest I ever came to having a valet. You can custom order anything, and they also have a "bag spa" where you can take your Hermes product and have it professionally cleaned and restored. I have visited many Hermes stores around the world, and with the exception of Paris, New York is the best outpost.