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

78 total complaints in the last 3 years.
23 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:01/18/2024
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 bracket for my wife for my anniversary. When the bracelet arrived it didnt fit my wifes wrist, it was a bangle so it is solid mental and wouldnt fit around her hand. So I put the product back in the original box and initiated an exchange for a similar product with a bigger size. The original one wasnt available so we requested one very similar. I then sent the return through ***** to Hermes. After a good while not hearing anything from Hermes I sent an email asking for an update. A few days later I got a box in the mail which I assumed was the new bangle but that again didnt fit. I then realized it was the same product. Hermes sent me a mail saying the product was damaged so couldnt do the exchange.I called and spoke to multiple people in Hermes but they wouldnt budge on their position. I was fairly certain we didnt cause damage to the product as it was never worn, it wasnt physically possible to wear due to being too small.What then made the experience worse is I opened a claim with *************** but for them to process the claim they needed a repair estimate from a verified vendor. Hermes wouldnt provide me with an estimate or wouldnt fill out the form for the insurance company.Ultimately I gave up, we still have the bracelet which cost 500usd but it is sitting in a drawer. I might give it to my daughter when she is old enough.
Business Response
Date: 01/30/2024
The client placed an order for a bracelet on July 17th.The client returned the bracelet on August 1st. Upon receipt, we discovered the bracelet was not in its original condition. We sent the bracelet back to the client on August 23rd, as we are unable to refund this item due to the condition. Regretfully, we are unable to repair this item, therefore we cannot provide a quote for a repair. We remain available should the client have any further questions regarding their order.
Customer Answer
Date: 01/31/2024
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:

A couple of points,
1. When speaking to Hermes customer service they couldn't guarantee that the damage didn't happen on their side when opening and inspecting the product, The assumption here is that I damaged a product that was never worn. I don't accept that I was at fault for the damage.If Hermes cant prove that they themselves didnt cause the damage in opening and inspecting the product how can they claim that I was at fault, they are essentially admitting it could be them.
2. If the Hermes thinks that the product cannot be repaired then why can't they fill out the repair estimate form (attached) that is required from my purchase protection and just say that the estimate is the total cost of the product? Hermes customer service told me that the product was inspected by a returns specialist, why cant they include any documentation that should exist from that return specialists analysis?
The fact that I am trying to claim from my own insurance and cant get support from the company seems ridiculous. Even if we acccept that there is damage but dont know when it was caused, I am still left out of pocket for a product that I cant use - it is sitting in a box.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,

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

Business Response
Date: 02/16/2024
The client placed an order for a bracelet on July 17th.The client returned the bracelet on August 1st. We have assisted the client in creating an exchange for the bracelet and are looking forward to receiving the bracelet for an exchange. We remain available should the client have any further questions regarding their exchange.
Initial Complaint
Date:01/17/2024
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 was told package was delivered never received item from order ********** and package was signed for never received item I called and was told thats nothing they can do for me
Business Response
Date: 01/30/2024
The client placed an order on January 1st, 2023.The order was delivered on January 5th, 2023. The client contacted us 11 days later and stated the package was not delivered. The proof of delivery states the order was delivered and signed for at the correct address.We remain available at **************** should the client have any further questions regarding their order.
Initial Complaint
Date:01/17/2024
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.
I ordered a belt set from Hermes in December after consulting their hotline regarding the size. The belt was delivered but turned out to be too big. I immediately contacted Hermes about a return and placed another order for the correct size.According to ***** tracking the return reached Hermes shortly after I had sent it, and about 2 weeks later I received an email confirmation from Hermes, saying they're processing the return. Today I received an email about my order for this belt being on the way to me. Confused I called the hotline, which told the me that the warehouse found a scratch on the belt buckle and they won't be able to accept the return. I assured the representative that I had the belt and buckle out of the box for a matter of minutes only, and definitely did not create any scratches. The representative went on to escalate the case and discussed with the warehouse but they still insist on not honoring the return, claiming I created this scratch.Feeling disappointed would be an understatement. Hermes is literally expecting me to buy the same belt from them twice, despite the return being caused by a wrong size recommendation. Despite the return having been initiated immediately after receiving the delivery from ***** and determining that it's the wrong size. To be fair, even if I had just wanted to return the item within the 30 days that they granted, without ordering the same belt in the correct size again - this should not have been an issue at all. Because I did not damage their buckle.That said, I asked their phone support to have a higher level of support call me back, I would really wish to see them rectifying this situation still.
Business Response
Date: 01/30/2024
The client purchased a belt on December 12th and returned it on December 20th. The client also purchased a replacement belt in their true size on December 20th. We have spoken with the client and have reached a resolution with them. We remain available at **************** should the client have any additional concerns.
Customer Answer
Date: 01/30/2024
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:01/16/2024
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 ordered an Apple Watch that was never delivered. Upon tracking showing delivery, I immediately filed a complaint- ***** may have delivered it to someone but it was not me. The signature is not mine and I was at home at the time of delivery. My security system shows no ***** person ever came to the door. ***** will not allow me to file a claim. The shipper must file. I called Hermes, and they will not file a claim stating its against policy. They will not refund my money saying it shows delivered. They basically robbed me, even though they could file a claim. I expect better from a luxury brand.
Business Response
Date: 01/22/2024
The client made a purchase on Hermes.com on December 2nd.The order was delivered to the provided address and signed for, which is shown on the ***** proof of delivery. 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.
Initial Complaint
Date:01/03/2024
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.
I ordered a pair of sandals and paid for 2-day guaranteed shipping for $35. I placed the order on 12/11, and it was shipped on 12/12. However, I did not receive the shipment until 12/15. I contacted Hermes three times requesting for a refund of the delivery fee, as it did not arrive on time it was promised for. Hermes keeps refusing to refund for this amount saying that they attempted delivery twice and that I wasnt home (once on 12/13 and 12/14). However, (1) I was home all day waiting for this delivery on both 12/13 and 12/14, (2) there are plenty of lockers that can replace the required signature, and we have super high capacity so I know space wasnt an issue, (3) other than ***** claiming they tried to deliver, there is no evidence (phone record, etc) to support their claim that they have tried to deliver.They ended up delivering the shipment to a package ****** on 12/15, so they cant argue my hand signature was required.Hermes keeps repeating the same statement that ***** has confirmed they attempted delivery twice, which I know is not true because I was waiting for the shipment all day so I can wear the sandals to my vacation.I want a refund of the shipping and honestly expected better service from Hermes. Amazon and Uber have better service.
Business Response
Date: 01/10/2024
The client placed an order for sandals on December 12th. The order was delivered and signed for on December 15th. The client reached out to us stating that they did not receive their package within the appropriate timeframe.We have refunded the client on January 3rd for the shipping fee given the delay. We remain available should the client have any questions regarding their refund.
Customer Answer
Date: 01/12/2024
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:12/22/2023
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.
***** and paid an item on the 7th of decembre and still haven't received my tracking Code.
Business Response
Date: 01/02/2024
Regretfully, ************* does not have access to online orders placed for shipping to other countries. ************* only ships within *****************. For assistance with inquiries in *****, please contact the ******* customer service at ****************. We apologize for any inconvenience.
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,

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

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Hermès is NOT a BBB Accredited Business.