Hermès

Located at South Coast Plaza, down the same wing as Nordstrom, specifically a few doors down from Chanel.
Hermes is a brand of true luxury. You have to be a real fancy high maintenance gal (or guy) to shop here, lol (or go broke afterwards… I am definitely more of the latter). The handbags here are truly timeless and classical, it will never go out of style.
I want to review my most recent experience with this particular location (this review is long overdue). I came in on March 30 to bring my beautiful vintage (gosh I am old) Kelly cleaned up by use of their spa services. Upon entering the store (sometime before noon on a Wednesday), I saw 4 sales associates right in front of the entrance just talking among themselves. I approached the group of sales associates and Theresa walked over and asked how she could help me. I showed her my bag and told her that I wanted to get it cleaned up at the spa (my poor Kelly bag was in some bad shape, cosmetically wise, not structure/​built of the handbag wise). She told me that they can probably clean up the majority of the markings (sadly there were a handful of pen marks on my beloved bag) and dirt but it won’t be 100% better (but that often times the bags will come back 80% better, depending on the condition).
She originally had quoted me about $ 340 but said that it may be higher if the person cleaning my bag may need to do additional work. But that I would be contacted from Hermes to get my approval for additional work needed if that ends up being the case.
Because there is no «spa» at this location, they have to send the bags out to the Beverly Hills location. By the way, when a bag goes to the spa here, they can also repair your bags as well. She told me that typically it takes anywhere from 1 – 2 months. She said that if there are other people ahead of me that are currently be worked on, that will take additional time. And of course there is some time for shipping to and from to take into account.
After I gave her my bag and filled out a short form of my personal information, I just walked around to just browse and see what was around on display. Theresa walked close by just to make sure if I needed any help and told me that she would be more than happy to help me see anything in a display case, etc.
Anyways, about 1.5 weeks later, I was contacted via email from Hermes (from this location) that my bag will probably be ready in about 8 weeks and that I will be contacted email or by phone when it is ready. Then later that day, the same person contacted me via email to let me know that I needed to repair a new clasp pin (which would cost $ 205) and that the inside pocket needed restitching (which will be done at no additional cost). I agreed to the replaced clasp pin, which brought my total for repair to $ 545.
Then towards the end of April, (it only took just about 1 month for the repairs and cleaning for my bag to be done) I received a phone call from the store (this location) that my bag was ready for pick up.
When I came to pick it up a week later, Thomas was at the front of the desk when I walked in (did not see a group of sales associates upon entering this time around). I told him that I was here to pick up my bag. Unfortunately I had completely forgot to bring a copy of the paper work I filled out and he said that I did not need it to pick up my bag. He just found my information on the computer and checked my ID and then went to the back to get my bag.
He brought it out and let me inspect it. I thought it turned out better than when I brought it in and told him I will pay for the repairs/​spa treatment.
While he rang me up, we just made small talk about our dogs in general.
Thomas was a very friendly person and Theresa was helpful. I had a pretty good experience on this visit.
But I do want to mention that later on I realized that the spa treatment to «clean up» the markings on my bag wasn’t actually cleaned. Some kind of colored conditioner (that matched the color of my bag) was applied onto the bag and covered the markings instead of having it removed. I wished I was made aware of this before finding this out myself. I probably still would have paid for the services, but just wished someone would have informed me beforehand.
But anyways, I think I will always be a fan of Hermes and plan on shopping here again in the near future.
By the way, I think for the people whom have had terrible customer service at Hermes, they probably did not approach the sales associates and just expected to be waited on. Each time I came into this store, I walked in and made eye contact with a sales associate and just asked politely if I could be helped or what I was in here for. Immediately I was helped and believe that will happen again each and every time I come in here (so it’s not just a fluke). So don’t be intimidated to shop/​browse at this store. Come in and make eye contact and speak up and a sales associate should be willing to help you.

Walked in and was greeted by Alfredo. He made the transaction quick and easy! Was super helpful and answered all my questions. Will definitely return again!

Yikes! I hate to give this wonderful brand such a scathing review, but this store has a serious attitude problem. I took my wife next door to Chanel to get a buckle on her reissue bag fixed. We stopped into the Hermes store afterwards just to browse. Granted we were not really interested in seriously purchasing anything but we were browsing for any rare items that may be on display. Namely any Kelly wallets in rouge pivoine or colvert clemence, Constance wallets, or Constance belts. My wife loves Hermes and I like to indulge her. Walked through the store for about 20 minutes and just received cold hard stares. Not a single hi, hello, smile. I’m assuming the SA will only acknowledge regular customers. It’s not like we were dressed poorly. Not that I care much as we have a regular SA with another store but at least acknowledge that there are human beings in your store. Oh by the way, for new Hermes shoppers, most stores are not as impolite as the SCP store. They might not sell you the Birkin or Kelly purse you want but they will say hello to you.

I’m visiting for a few weeks from Miami and I decided to shop at S.C.P for the day. I went into a few luxury stores that were superb with their customer care. This last store Hermés is a strange boutique. I went in and stood for 15 min without any greeting or acknowledgement that I was there. One sales associate looked directly at me and just walked by. I’ve never experienced such vulgarity in a luxury store especially this one as I frequently travel and have visited other locations. Business is business and theres no such thing as employees choosing whom to assist. Also «employees» are always replaceable. Case in point after seeing all these negative reviews now and along with my experience I won’t return. Clearly management is not doing their job to educate their employees with proper mannerisms with customer service. I’m surprised that this location continues to thrive since it has continuous negative reviews.

I was always intimidated to go into the store because the misconception I had that the SAs would be unhelpful and snobby. This was definitely not the case.
I was greeted immediately and Thomas said he would help me as soon as he was done helping another customer. I asked him about the H belt and he asked me my size. I didn’t know what it was and he asked my jean size. After I told him, he went into the back me brought out 2 sizes of the leather belts. He guessed correctly at the color I wanted and sizes. I tried both on and after I selected the size and color, he brought out several buckles. Thomas was incredibly helpful and friendly. We chatted about my upcoming wedding and he shared a mutual agreement in keeping it small & intimate. There was no pressure to buy and he made the purchasing experience fun.
I will be back to buy other goods from Thomas since he was such a wonder SA to work with.

Laurence was a very friendly, patient and nice sales specialist.
I wanted to look at the bracelets but there were several ladies hovered over the bracelet glass display trying handbags. When i asked a sales associate Diana if I can make way into the display and see the bracelets, Diana coldly stated that the other customers are trying on the purses. i stood waiting to make way, but Diana continued to ignore me and did not direct me to another sales specialist or anything. eventually i was approached by Laurence.
Laurence helped me with the bracelets and really took the time to help.

Poor customer service. My husband and I were looking for a bag for me. We decided to look for a Hermes bag so we drove for almost 2 hours to get to Costa Mesa on Feb. 7, 2016, just to be turned down by the man standing by the door. There’s still 20 minutes before the store closes, but he said immediately that they’re already closing as soon as we stepped a foot inside, while the lady in front and a man standing beside the man who «greeted» us at the door just laughed with him as if he just stated a bad joke. My husband glanced at his watch and said, «It’s still early.» but the man just stood there and unapologetically looking at us with his blank face. We looked straight at their faces, we felt that they don’t want to work anymore, so we just left the store and bought from Gucci instead, where we met a very helpful and courteous sales person who’ve helped us even though we came in a bit late already.

What terrible service! A man greeted me as soon as I walked in and was nice but then told a woman sitting behind a desk to help me. I already knew what I was shopping for so I know I wasn’t a difficult customer Nellie was absolutely miserable helping me and sat back down to ring me up. I felt like I was interrupting her lunch break. I have never felt so worthless shopping somewhere, especially at such a reputable designer. I will never shop at this Hermes again.

Have chairs out on the sales floor, but you aren’t supposed to sit on them… Idiots

So my boyfriend and I went in today to shop for a Hermès belt and I must say I will NOT be returning to this location!!! They have the worst customer service we were standing there for 10 min and every sales rep that would pass by would just look at us and wouldn’t even bother to ask if we needed help what they did do is pass us to go help the Asian lady next to us I guess if your Asian u get good service I had read all the negative comments before but decided to give them a try and see for myself but after this trip i must say I was very disappointed so if u ever decide to go to this store be prepare to get bad service they can’t even help u order online or so that’s what we were told

fml this place has the worst customer service. i came here to purchase and the person who helped me looked like she wasn’t happy. today i came in again and stood here and still standing. 3 ppl at the register and nobody helped or acknowledged me. i hate this place go to rodeo or a hermes in a dept store. this place sucks ass. i’d seriously rather die.
the gentlemen that did help was nice.

Some Employees are nice but since I love Hermes in Vegas more, I recommended my friend to get her belt in Vegas. We asked the guy if these are all belts and he is a security he said yes. First Security does not know how many in stock they have, second he should have directed to the seller, third I have notice if even you ask for the size or the certain model they just tell we don’t have it. Which is a lie they just don’t want to check. I had that experience that you have to know someone inside that whatever you want they will show you. I have my ladies in SF and in Vegas that are always happy to check the inventory and and order for me.

What’s the different between shopping in here and China? It’s all Chinese people here. The Service was so bad, it’s all about the attitude

Love the store and their sales assosiates. Just recently went in and bought the H belt, and the H bracelet. Rafael was very helpful. I already knew I wanted the white bracelet, and they had a new one with the rose gold version. Absolutely love it!!! Rafael then helped me chose between the white/​orange and black/​grey belt, and I went with the black/​grey, since that was their new color, and it is far easier to match then the white/​orange. Although I love that one too! Haha… I went with the brushed gold buckle. I couldn’t be more happier with my purchase and choice. The store is very nice, and the sales people are very welcoming, nice and helpful. I love their bangles as well, such a wide variety of designs and colors, and they’re all so beautiful. I will definitely be back for more! Or perhaps their new H necklace?

Stopped by on my way back from Oceanside & dropped my bag off for repair. Everyone was very nice and the process was pretty quick. The SA did the paper looked at my bag and then took it to the back. I got a call about 2 months later for pick up. They don’t have a craftsmen there so it was sent to the beverly hills location docking one star because of the mix up about pick up location. I told them 3 times I wanted to pick up in beverly hills it was even written on the paper. They still missed the big writing and my 3 request. Oh well the bag looked new again they did wonders for my kelly 40 :)

I love Hermes SCP. I’ve always been treated well and given great customer service. First off, I’m not rich (unfortunately)…And I don’t dress up. I’m in ripped jeans or jean shorts a lot so when I read about people saying they didn’t get good service because they didn’t dress up that’s definitely not true or at least not the reason. I think some people walk into hermes and think just because it is a pricier store that the sales people need to be kneeling down waiting on them hand and foot. And if they don’t, it’s called bad customer service? Umm… have u shopped at Macy’s? You find ur own clothes and go into an unlocked fitting room and really only deal with a sales person when ur paying. That’s bad customer service but you don’t get complaints there… and the clothes isn’t cheap either! Anyways I’m getting off topic.
My sales associate is William. He’s very knowledgable about all the products and its history. He’s always been so personable and helpful. If there isn’t a size he will always try his best to get it transferred from another store. And if they don’t have something in stock, he will make a mental note or I’ve even seen him write it in a small little note pad to call you when it comes in. And he does call! He hasn’t been the only one I have worked with. All the female employees (can’t remember their names) have always been helpful and not pretentious at all. Also Thomas has helped me before when William was off. Very sweet guy with great customer service as well. No one has ever been pushy with sales which I like. I’m not sure what all these bad reviews are about. I’m actually shocked! I think people just need to relax more and not take things so personally. I’ve been to a few hermes stores in different states and SCP exceeds them all. I’d definitely recommend this store based on the quality and customer care Ive experienced.

If I was not obsessed with my clic clac bracelet I would never deal with another sales rep from Hermes again! Aren’t these people supposed to be extra knowledgeable on the products and extra helpful in the customer service department solely for the reason this is Hermes?!

Customer Service is really bad!!! The sales associates who looked so bored just stare at customers walking in the door. It makes you want to leave as soon as you walk in. There’s no acknowledgement, not even a hi, hello or how can I help you. They scrutinize every single customer and they made it seem like they’re doing me a favor for helping me with my purchase. I don’t think I’ll be going back to this location.

Hermès offers superlative products and leather goods with somewhat snotty service at SCP.
I was looking for a new dress belt for an upcoming wedding and strolled into Hermès by direction of a good friend. The belts were on point and I found 2 I was interested in right away but the sales associate I dealt with turned me off the moment he spoke. SCP has a reputation for having stuck up and disingenuous salespersons and Hermès seems to be ground zero for this movement.
I ended up getting a belt at Fendi.

We walked into the store today to finally put our names on the list for a Kelly bag. Thomas waited on us and I explained how we have relocated to OC recently and would like to purchase a bag for my wife. We are long time Hermes customers and have shopped in many of the stores across the East coast. Thomas basically provided us with an extortion based sales pitch. Not to mention he insulted us by telling us we had to «understand the clientele!» Whatever that means! It was crass, demeaning and demoralizing. My wife and my sister in law were very upset. We were told we needed to establish ourselves as a customer of his. Why not look at our purchases, figure out without insulting us that we were worth investing your time in and encourage us to come back and to keep coming back to build our portfolio. We understand relationships, faithful customers need to be nurtured. As Julia Roberts once said «Big Mistake!»
Please teach your employees respect, and remember that it doesn’t matter that Hermes is a coveted brand. What matters is the we come back for years and years and we spend the money we do. I find it amusing that your staff felt it was a privileged right for us to spend money at your store. You have it backwards… how pathetic!

I walked in to look around. I wanted to try out a belt but didn’t know my size. There was a really nice sales associate who came over to help me. She measured me and went to grab my size. It actually was bigger than I wanted so we tried a size down. That was perfect. I didn’t experience bad service as others have but maybe that’s because I dressed up a little. Who knows? The items in Hermès are expensive but well made. I didn’t make a purchase but I definitely will be back soon.

I started shopping at SCP Hermes last year and I am surprised to see such bad reviews on here. At first we had random SA help us until we met Rafael. He was very courteous from the very beginning and has been very professional and honest. For example, my husband was purchasing a bracelet for my 40^th birthday, I asked Rafael to put two on hold. When we saw it in person, I liked the simpler (cheaper) one instead of the original (pricier) one I was contemplating on getting. After trying both on, he suggested I get the simpler one because it just looked better on me. It was a couple of G’s cheaper but he still suggested to go for it instead of pushing the more expensive one. That shows the integrity of this SA. All sales person we’ve seen at this store has been super nice and friendly. Excellent customer service. Their products are super high end so it helps to have friendly sales associates around!

If you are reading this, you know what Hermes is all about — so I can only write about my experience.
Service is top-​notch — even for buying a simple perfume or tie from the sales people.
However, the security guard following me around constantly is slightly demeaning: What, a fellow brown brother can’t buy Hermes tie? At least he (security) could be more subtle about it.
With that, as much as I like Hermes stuff, I can’t say it was a high-​end luxury experience — as if being tailed around like at a liquor store in the ghetto.

I’m taking my review back up due to the awesome service that I received from Thomas over the weekend.
True…there is hardly any merchandise on the floor. Thomas was a doll. When I told him what I was looking for, a belt, he brought out several choices for me to choose from. Had I not been approached by him, I would not have even known to ask. Most of the Japanese sales people avoid me (even though I’m carrying/​wearing Hermes… whatever) but Thomas was so polite, helpful and kind.
Thank you, Thomas!

Unilocal’s 365 Review Challenge 2014 #170 — #365
I’m not a huge fan of Hermes at all and I had to bring my cousin here to find a purse for his wife’s 1^st year anniversary. So to make it special, we made a trip to Hermes in South Coast Plaza to find that special purse. Originally we came for a Birkin purse but those purses are hard to get your hands on. The sales associate Raphael said, «You have to be a special buy to purchase a Burken.» My other cousin who is a Hermes buy said, «They keep the Burkens fully stocked in their backroom and only reserve it for special Hermes clients.» They always say they don’t have them in stock but really they’re trained to say that.
But anyways, since the Burken was no go, he opted for a different purse and Raphael was very calm throughout the sales process and I thank him for that because my cousin can be a pain when it comes to buying high-​end retail products. I’m surprised at a lot of the of the negative reviews because I haven’t received poor service at this location and I came here twice with my cousin wearing casual clothes and haven’t been shunned away.
The second time we came back, we did an exchange on the purse for a crocodile wallet and men’s shoes. There was zero hassle to do the exchange on the purse for 2 different items. The service was excellent and I didn’t feel like I was wasting the associate’s time.

Fabulous service every single time I come in here! Whether I buy anything or not. The sales associate are always friendly, patient, and helpful.
This time, my man got me the XL wide 65 hand painted enamel bangle bracelet Balcons du Guadalquivir, just stunning on my forearm. It’s classic Hermes ARM CANDY!!!
Both the Beverly Hills boutique and South Coast Plaza boutique have always been very service driven — even given the volume of tourists and window shoppers whom browse through.