Hermès

J’ai l’habitude d’acheter eau des merveilles depuis quelques années, dernièrement j’ai acheter une bouteille et on dirait que c’est de l’eau La recette n’est plus la même!

After waiting for an hour (where even the security guard was shocked I waited that long), I was told certain styles would be too feminine for me. Those were her words, not mine.

Customer service is the worst I’ve ever experienced at any store. The reviews are all correct.

Hi, i did not want shop at Hermes in the past because of all the bad comments i read online. Then someone said that i should get in touch with SA Valerie, i did that, Valerie is kind, very professional, take time to explain and show to me their products, she guided me through the choices and colours. I got mostly what i was looking for. Since then, i have changed my perception about the services and products of Hermes. Theirs products are beautiful and gorgeous in theirs ways and the famous bags are reachable Thank you Valerie for your patient with me

My mom and I walked in and nobody greeted us. We waited for a while in the store and there were no offer to help at all. Too bad. We would have bought two bracelets there. Just gonna order online.

I came to this location for the first time today, in my tshirt and shorts. Zoe was the one who helped me. She was very polite and patient with all my questions. She is very knowledgeable about all the products and very accurate about my size. If you want to start your Hermes collection and look for a good SA, you should come to this location and talk to Zoe.

The worst customer service I ever had in Luxury store. Im a very important customer at holt. I feel respected in all stores and always get amazing service at LV and Chanel even when my SA isn't available, each time at LV or Chanel feels like the first time I entered the store. Hermes sale reps act like they are doing us a favour working there. I've been to Hermes in France without any purchase history and was greeted like royalty.

J'achète souvent de chez Hermès, dans leurs boutiques européennes et dans les Duty Free du monde. Le service à Montréal est très inégal malheureusement. Le service en ligne n'est pas mieux. Je reçois ma dernière commande après 11 jours, sans explication spontanée du long délai et sans aucune note de remerciement. Pour un achat de presque 2000$ quand même. Service plus médiocre que d'acheter un vêtement dans plusieurs boutiques moyen de gamme et pour des montants beaucoup plus modestes.
J'essaie d'éviter le plus possible d'acheter chez Hermès Montréal.

Terrible terrible customer service. Went in the store was waiting and nobody asked if I needed help, no hello, the security guard standing there no smile, finally a woman came and I mentioned to her that the buckle on my Hermes belt was very scratched. I also told her that I hardly wore it. She told me well mine isn’t scratched. I guess she was telling I wasn’t careful but she was. Very insulting. Then she tells me the only place that we can send it is in France and it takes 1 year to get it back and you can be charged. I guess she really wanted to discourage me. I really felt like it was a waste of time and was bothering her. I said I guess I won’t wear it and left. She said NOTHING. Is that the service you offer in all your stores or is it just at Ogilvy’s Montréal?

No customer service whatsoever. I started the refund process for an item. The package was delivered by the courier over a week ago yet they still haven't confirmed reception of the package nor issued the refund. On my online Hermes account, it states that the return is pending and awaiting the shipment. I have attempted to call the head office as well as the boutique multiple times and have had no return despite having also sent several emails and even left voicemails. I have never had such a crazy experience with a luxury brand before.

Not to mention that I was extremely dissatisfied and disappointed by the quality of their products.

No service at all when twice could not get any one they have more security then sales people's you expect good service for that kind of store most of reviews are the same no service.

I strongly believe the staff need to be reminded that they do not own the brand and only work there! Stop behaving in such a rude and stuck up manner.

Worst customer service I’ve ever received from any store, whether high-end or not. Strongly suggest purchasing luxury goods from any other concession at Holt Renfrew.

Poor after-sale service. This boutique doesn’t care about customers. Personal advice: purchase luxury goods from LVMH, and avoid Hermes-owned brands.

Long story short, my girlfriend bought me a pale leather bracelet, which wore out only after a few weeks (FYI, I took extreme care of it, and I didn’t wear it every day at work). They told me it was abnormal for this bracelet, and they didn’t have the decency to replace it. They only offered me a replacement which was way too small for my wrist.

My girlfriend and I are in our early twenties and could have been recurring customers for many years. Sad to see how they treat their young customers.

Servis ce matin par un homme relativement jeune (30 ans), nonchalant et peu sympathique. Conséquence: Aucun achat effectué, hâte de retourner à Paris.

Ils ont fait passer des clients avant moi, car ils jugent les gens par leur apparence. Ça fait pitié!

The attitude of the staff was really bad, i walked in, no-one greeted & no-one even looked at me, luxury purchase includes the experience and customer service. Unfortunately many staff in Hermes are lacking that awareness, they either need retraining or reminder if Hermes cares at all about the customers

If you want to meet worst service in Hermes, I preferred going to Hermes in Montreal,
In 2017 or something like that if you went there you received nice customer service with Ms. Nitti and her team, in 2021 as the same with Ms. Elizabeth and her team.
Now it is discussing!
I would like ye explain:
I bought nice card holder in 2017 and couple of days ago someone stolen my card holder, I went to Hermes to make a new purchase as the same that I had. They didn’t find that, when I asked to searching or requesting in Paris to making as a new they said the can not do it, also when I requested to have a bill, they told me a big story about that.
I thing I went to the wrong place this is not Hermes that I made so many purchased on it.
I don’t know what’s going on!
Maybe they changed the policy for customer and staying just for number of sales that’s why they don’t care about another request!

After almost 6 months of stalking the Hermes website for an Avalon throw blanket (which was constantly sold out in the colour I wanted due to popularity) I decided to take the drive from Ottawa and go to the Montreal boutique. First time ever entering a Hermes boutique, so I had no idea what to do and was a tad bit nervous. I have obviously watched too many Hermes you tube un boxing’s and vlogs with mixed reviews of Hermes protocol. I had no idea what to do … all I know is I was hopeful they had the blanket and hopefully I didn’t look silly asking if it was available! I approached the first sales person I saw, a man named Sevan. I asked if perhaps they may have the blanket I was looking for, he said he would check but was with a customer. He seemed to have a large order to take care of, but he did come back to let me know he would be back to help me which was very nice of him. Long story short …the blanket was in stock and the customer service I received from this gentleman was so comfortable and nice! I was a new customer with no recent purchase history and felt like I was treated very respectfully by this sales associate. A customer is a customer no mater the price they spend because good customer service is ultimately what sells an item, not the price tag.

I really like the place. Supper amazing experience and meet my expectation. Especially my Chinese SA are professional and reliable! Highly recommend!

HIT OR MISS!

Chapter 1: HUGE MISS
I never purchased from Hermès before, so as a new customer, I walked in the Montréal store with my husband for the first time last Thursday night looking for a set of towels to offer as wedding gifts for a friend.
When I first entered, to my great surprise, an Asian lady in colorful casual attires approached me and started speaking to me in Chinese. At first, I thought she was just another customer who wanted to chat, since all the SA's are busy. Though, then she asked me if she could assist me with anything. That's when I realized that against all odds, she is the SA! Although, we do speak Chinese, we grew up in Montréal speaking majorly French and English, so that already got us uncomfortable, but we don't blame her at that point.
Next, I said that I am looking for the ''STAIRS'' towels in white and blue for a wedding gift. At that point, she lost interest in us and said that she only had stock in orange without even checking their inventory system. Hence, I asked if I could see the product in orange just to have an idea to which she replied ''it is pointless, because they are just like any towels''. Then, she asked what our budget is, to which I replied around 500$.
Finally, I asked her if she could check other store's merchandise availability for a transfer. She checked online and told us that it's available on their website and it's better to just order from there. Because, it would be too much of a hassle to request a merch transfer.
In the end, she took a random baby washcloth from the display shelf and told us that it's about the same product.
Hence, I left with no purchase and I was really annoyed by that treatment!
10 years ago, while I was a student working part-time at Fossil, I was trained to offer to every single customer the greatest service even if it's for a sale under 40$!
This type of SA behavior was unfortunately super upsetting. Though the next day I went in again and this time it was the total luxury experience!

Chapter 2: GREAT HIT
On Friday, I went back during the day alone with my baby. This time, I went to the perfume corner first and the lovely lady at that department helped me presenting their soap options and other products. I ended up getting the soap and the hand gel I was looking for. Then, I told her that I am also looking for a set of towels, to offer as a bathroom set, so she helped me getting an SA from the Homeware department.
This time, a lovely gentleman came around and took note of the products I was looking for. Then, he checked the product's availability on his phone and told me that they have the products in white and he offered to have the blue ones transferred from another boutique.
Next, he went away for about 10-15 minutes to bring up the products. When he came back up, he opened the products from their plastic packaging and handed the towels to me while asking me if these were the ones I was seeking. At that point, I showed my contentment and explained that I am surprised they have it, because I was here last night and it was unavailable. He seemed a bit confused and told me their inventory system isn't perfect. Then, he processed to ask me for my phone number, to which replied that I am a new customer, so I don't have a profile with them yet. He offered me to create a profile and he assured me that he will leave me his business card with my receipt in case I have any further questions. Finally, he invited me to line up at the cash register.
In the end, when it was my turn to pay, he explained to the cashier that I need to create a profile first, that I need to pay for the deposit of 2 products and that I am buying the 4 products he just packaged. When all was payed, he made sure to hand me his business card and invited me to contact him for any further requests of products. He also mentioned that upon arrival of the 2 missing products, he will call me and he is looking forward to see me next time!
In brief, I left the store super happy and impressed by his service.

Absolutely disgusted with this location and their poor customer service. Felt highly disrespected by the manager and especially the Asian SA. I understand my purchase comes without a dust bag; however, not providing me with a box is unacceptable. My request for a box with purchase was ignored twice. They simply just wrapped my purchase in paper and threw it in a bag. Having purchased many luxurious brands in-store in the past, my experience here was unpleasant. Should’ve made my purchase online.

Honestly my SA Vincent is the best! I’ve been a client with Hermes for years in Canada and the world, but Vincent always give me the best service and he’s always so attentive to details! If I could give 20 stars I would! He’s always so kind and is always so professional!