Hermès

Most Recent Comments

• November 2024 by Stephanie Strozier
  Review of the Hermès Store at Stanford Shopping Center
  
  My experiences at the Hermès store at Stanford Shopping Center have consistently left much to be desired. The sales associates often carry an air that suggests they believe customers should feel fortunate just to be allowed in the store. Service here feels selective at best—associates seem to decide whom they want to assist based on their own criteria, and it’s not hard to tell if they think you don’t meet their standards. This is apparent in their expressions and body language, which can feel unwelcoming.
  
  Beyond the attitude, I’ve found the staff’s product knowledge lacking. Simple questions about items or materials often go unanswered or are brushed off with vague responses, as if they’re eager to move on to the next customer. It’s a hurried, impersonal experience that leaves me feeling more like an inconvenience than a valued customer. Unfortunately, this lack of warmth and attentiveness has been a pattern every time I’ve visited this location. I’d recommend other Hermès stores for a more respectful and pleasant shopping experience.
• October 2024 by Rebecca Hidalgo Salomon
  I was very skeptical given the reviews however Jerad truly changed my perspective. From entry he was thoughtful and on a mission to make me feel welcomed. I rarely have time off let alone without kids so I was hesitant bringing them. Again, he went above and beyond to help me find a treat for myself. I am very grateful to the patience and quality customer service he provided.
• September 2024 by KRISTINE GARCIA
  I recently had the pleasure of shopping at Hermès, Palo Alto and was thoroughly impressed with the exceptional service provided by the staffs, particularly by Amanda. From the moment I walked in ,the person at the main door and Amanda went above and beyond to ensure my shopping experience was both enjoyable and seamless. Amanda’s knowledge of the products, (I was shopping for a perfume, btw) attention to detail, and genuine interest in helping me find exactly what I was looking for made all the difference. I left the store not only with a beautiful purchase but also with a sense of appreciation for the outstanding customer service. Thank you, Amanda, and the entire Hermès team for making my visit memorable. I look forward to returning soon!
• September 2024 by Sadie Nguyen
  This was my first time going to this Hermes location and I had an amazing experience. The staff were very friendly and welcoming. I want to thank Amanda for assisting us. She helped me found shoes and other leather goods that’s been on my wishlist. We’re visiting from Dallas and definitely will be back for sure.
• August 2024 by Jason Y
  Drove all the way to this store to buy a bracelet. Saleswoman told me that the draw is broken, can’t try, can’t buy. No explanation nor estimate timing on when to fix. Just feel like she does not care at all if you want to buy or not, and immediately goes back to chatting with another salesman. This kind of employee should be fired since she does not care about interests of customer or company.
• August 2024 by Tori Vo
  I love that this boutique feels like a living room which makes it feel cozy, and I’m lucky to have had wonderful experience there so far. It gets busy during the weekend, so I understand why some people might feel rushed and not welcomed, but I highly recommend an appointment for a more private experience. My SA and other staff have been very great, and it helps that they are very knowledgeable about the brand; makes it less intimidating for me as a new fan of the brand, and so every purchase made was a sure decision with no regret. I do hope that they’ll get more RTW in, especially for fall/winter.
• August 2024 by Kevin Hoang
  I would have to say. The only person that was nice and professional was the security guard. It seem like everyone else that worked at Hermes seem entitled to their job position. They did greeted my family and I but seem like they all had something to do in their phones. We asked if they had any purses for sale and of course they would say no. I know the games and of course the salespeople would want to only save it and sell it to their friends/clients who had bought from them before. Forums and reddit would suggest you need to buy over $10k with the same salesperson and be their friend to actually get hooked up with their popular bags. That itself would make me hate buying Hermes. At the end of the day it's just the title and price to pay to show off that you own a Hermes. I have one bag myself and my wife own a few bags, hats, and slipper but qualify isn't matched compared to Dior or Chanel.
• July 2024 by Janet Chen
  My experience at this store is pretty good so far.
• June 2024 by Mario Terzic
  Received Hermes buckle and belt as b-day present from my friend who purchased the belt at the Rodeo Drive store 2 days prior. The size was wrong and I already had same buckle. Went to the nearest store from my home which is the one at the Stanford Shopping Mall in Palo Alto. Came inside the store and only security guard greeted me briefly. Waited for 15-20 minutes before I asked if anyone would help. They seemed to be under stuffed but no one would even say hello or acknowledge me. I wanted to choose different buckle and correct size which went pretty smooth. The sales person pulled belt and inspected the buckle and proceeded to charge me for the difference. She went inside one more time and I kept waiting for another 10-15. To my surprise, she came back and said that belt I am returning is worn and started blaming store at the Rodeo Drive for selling it. Had to call my friend who purchased the belt so she can explain the belt was paid and wrapped for her. It was very embarrassing situation for her and myself as we were accused for trying to return something that was worn. After much aggravation, they took the belt back and I paid for the difference. My suggestion to everyone is to inspect items you are buying very carefully before they quickly wrapped them in the box. No wonder the store has 2.3 stars and I am confident they do not care. My divorce from Hermes was finalized today. Very happy to move on. I have included photos of the “worn” item.
  
  To everyone who is still trying to keep marriage with Hermes, I hope you make it ?
• June 2024 by Hootan Roozrokh
  Like many of the reviews about poor service at the Palo Alto store, here's another. My wife is paralyzed and walks with a limb. My wife however is financially very comfortable. My wife is also a beautiful white woman. Due to her disability, she made an appointment at Hermes Palo Alto with "Diane" because it is very very difficult for her to walk. I was supposed to go with my wife but called into emergency surgery. What could go wrong? She was there to buy a gift, not a Birkin etc. She already has all those. She was there to buy her girlfriend a gift. Again, she had an appoiuntment at 4:30 pm, she sat and waited, they asked who she was waiting for, she told them Diane. Diane heard her name, looked at my wife and noded. Diane is Asian. All the staff are Asian. All the customers were Asian. My wife sat there for 30 minutes. Then offered a drink. She asked how much longer. Still ignored. My wife is blonde and white, not Asian. She waited another 30 minutes. She was amazed that she actually felt discriminated against. She was in so much pain standing and waiting she left. Ask yourself why this store has a 2.4 google rating. The service is terrible. She went only due to proximity to our home. No one should be discriminated against at any store, based on disability or race! Shame on you Hermes. Buy online, dont give these employees the commission. Shop in Europe, Dubai, not Pali Alto unless you want to be treated poorly.
• June 2024 by Alan Lee
  Rude Asian staff, sorry
• May 2024 by BJ C
  When I initially read all the negative reviews I just assumed people were upset because they could not get the coveted handbags that they want. But after my experience I realize it has little to do with that. The customer service at this location is just unacceptable.
  
  My story is that I have a sales history with Hermes both in San Francisco and in Europe. I decided to choose the Palo Alto location because it is more convenient to my primary home. My experience there is with the sales associate Rianti. On my first visit with here I ordered a piece of jewelry and we talked at length about my sales history and also my wish list, which did not include a Kelly bag like many others do. It is a simple list. I spent time with her listening to her talk about her personal life. We spent more time talking about her than focusing on my purchases, which I did trying to foster a good relationship with my sales associate. When my jewelry order arrived, I texted her to arrange an appointment to pick up and shop for other items. I called as well. Both communications went unanswered. I finally had to stop in to collect my order and she was tied up with a client. So I waited for her a long time. She did acknowledge me in passing, but I eventually had to leave. Another associate finally got my order for me. As I was leaving I told the gentleman at the door I had reached out to her multiple times and he apologized profusely and let me know that he would personally let her know and have her contact me. That was months ago. No one has reached out to me. Odd, especially considering they are commission based.
  
  I am a very good customer of Hermes and purchase not just handbags but clothing, shoes, jewelry, household items, scarves and more. I love Hermes as a brand. For me the quality and style is just perfect for me so I nearly exclusively shop Hermes. But the experience with this location is just unacceptable and leaves me wondering why Hermes, who focuses on providing the highest quality products, has stores like this that provide the lowest quality customer service. It is perplexing. Your sales associates are the face of your business and they are giving your brand a bad name.
  
  Fortunately I was able to obtain some of my wish list items online recently, which was an unexpected and pleasant surprise. For those that are interested they do sell many of their handbags online like the Herbag, Evelyne, Picotin, Lindy, Garden Party, Bolide, Jypsiere, Roulis, and others. They release a few everyday for purchase. Just keep checking their website in the morning and throughout the day, it fluctuates constantly. One of the items I was able to purchase was the Herbag in Nero, which was one of the items on my list.
  
  It looks like my other wish list items will have to be acquired in France on my next trip, because it is nearly impossible to do business with this store. I’m not sure if Hermes corporate is interested in these reviews but you have a real problem with the management and sales associates at this store.
• April 2024 by Nestor Gutierrez
  Only Jared (and the door man) gave my wife and I great customer service. Jared gave us a great run down on the cologne and the smells they offer. Recommended some scarfs for my wife and ties for me. The other sale associates were useless - never said hi to us.
• April 2024 by Savannah Banana and EllaEnchanting99
  Very unwelcoming staff, aside from the door man.
• April 2024 by Adri C
  It’s really hit or miss here. I’ve had good experiences in the past where I got to see many bags and the SAs were super friendly. The last time we visited we didn’t have to wait outside for long and they didn’t require appointments like they had in the past, but we just ended up waiting inside for over 20 minutes with not even the offer of a water (even when we asked twice directly). I feel that if you aren’t going to have appointments, and just have a lot of clients waiting inside, the least you can do is provide waters to people who are asking for it. Also they just asked us to keep waiting - without any indication of how long the wait time would be or checking where we were in the queue. I feel like they are either understaffed, the staff are undertrained, or the need to change some operations. Left after nearly 30 minutes without anyone checking in with us.