I would just get a refund and never shop with them again! This is ridiculous, surely this must violate some EU customer rights regulations?

Mary I'm so sorry you faced with such terrible service from a company that supposed to be a "luxury" Hermes should be ashamed

Ich würde den Extendable Hug Belt von Ferragamo empfehlen. Ausgezeichnete Qualität, schönes glänzendes Leder und ähnliches Erscheinungsbild - dafür weniger als die Hälfte des Preises 😍

Shame on them!! 😡 Luxury Is dead if H has a similar behaviour 👎👎. Do not give up, even if It Is really stressful, a call to them everyday Will get the result at last, hoping to hear good news from you soon 💓

I am shocked and not shocked at the same time... Why? Because I also have my weird experience with Hermes customer service... I managed to buy a bag online during the famous bag-drops... Had it delivered to the store. When I went to pick it up and opened the box that had a sticker with MY name - well there was another bag inside. The only thing the SA offered was to send it back and nothing else. No "is there maybe something else you would like to see today? can we show you something?" Nothing, just sorry and bye... And then I hat to call customer service 3 times to finally get the refund. They told me that it takes so long because they have to check, etc. What do they have to check? That it is 100% not the bag I ordered? And especially since this went through the store, I hat the SA as a witness and they wrote the e-mail for the return. Absolutely incompetent and not customer oriented. In your case it is absolutely crazy that they sent you the same defect item just in another package. While I imagine that this is incredibly frustrating, I would not give up until I don't get the right belt.

The LV Kiragami is better value

Unverschämt!!

Wow. So this is how a top luxury company treats its customers? Hmm... no thanks! €1K is a lot of money! How absolutely insulting!

Personally if a brand did that to me. My relationship with that brand would be over. Such a waste of your time. Your money and your energy. They have broken your trust!

:(. So sorry to hear about this. Not acceptable IMHO.

Mary, I knew they were going to play some sort of game. If anyone else has seen this storytime of a french lady who bought a quota bag in lockdown and it was flawed. She went back to the paris store and they gaslight her so badly. She stood her ground and got a credit note in the end after high level management got involved. Please can you link it, Im pretty sure it was a Birkin 25/30 and she swapped for a Kelly. The morale of that story is their outright snobbery and how dare you insult our brand everything is perfect. Its not right from the world’s expensive luxury house.

Daraus kann man nur folgendes lernen: das ist kein Luxus und keine Luxusmarke. Sie verkaufen wie alle anderen Häuser die Illusion von Luxus. Das alles ist Marketing, nur noch einige Taschen von Hermes sind exklusiv und handgemacht. Alles andere ist Massenware. Die Illusion erzählt einem, dass man selbst nicht gut genug ist und so eine Marke braucht, damit man sich wertvoller fühlt.

💔😢 and now I say goodbye to Hérmes because your experience was the nail in the coffin for me! So sad that the 💵 comes before glory and honour 😔👎 I hope you will be well compensated for this❣️🙏

Poor thing ....get a refund

Wowwwww.... Agree with you 💯 So many quality issues with "luxury" items lately AS WELL AS horrible 'customer service.' LV has completely blown me off for similar issues. Very sad to hear Hermes would do so too.

Can you not just go into the shop and buy the belt there after inspection?

It certainly is the same belt, it has the same issue and marks! That they would send the same belt back to you, if that is the case, and it looks as if it is, then that is an absolute insult. Thank you for the video. I hope it works out for you.

Terrible. They are gaslighting you. What total wankers.

Contemporary brands would give better service. What a disgrace, Hermes! So sorry, Mary. I would spend my money somewhere else.❤

If you asked for an exchange regardless of what your reason is for the price Hermes and the other luxury brands are charging to fool us, it’s your right. I remember I asked my sister to buy me a Chanel bag in Spain. She hasn’t shopped at Chanel for a long time hence not aware of the ongoing quality issues. I received the bag with a wonky flap that tilts to one side that you need to adjust to keep straight. How am I to return it when I live in Asia? We have no Chanel store here. I’ve also experienced bad service at luxury boutiques in my country one being Hermes simply because I don’t buy as much items there my S.A. eventually was not invested in trying to help me. 😢

Oh nooo! What was supossed to be a great experience buying a beautiful designer belt that you can wear for a lifetime has turned into a drama filled saga! Definitely not a luxury experience :( Sorry to hear its turned out like this Mary!

Wow! Unbelievable! I understand why you're almost in tears. It's a reaction to being gaslight. Very understandable. I don't know if they'll give you a leather appointment but I think they may put you on a problem customer list. That seems to be the way they roll.

I think you really need to visit a boutique, unfortunately Hermes is known not to give a second thought about online customers...

Geld zurück und fertig. So geht man nicht mit Kunden um. Das ist kein Luxus, das ist frech und respektlos.

how insulting, Hermes really needs to try harder

Gaslighting indeed. It’s worse than telling you that there’s nothing wrong with the belt and returning it to you. Please keep us updated❤

How awful!!! 😢😡. I’m angry for you! I think these go to a distribution center and then will go back out for resale if there are no flaws or damage. I guarantee whoever checked your belt in didn’t even look to see what the problem was. And, when the order came in for an exchange, they did not put the pieces together and know they were sending you the same belt. That’s a very sloppy way to handle returns and not something I would expect. I think you need to keep raising hell with them and let them know how they have ruined your trust. It’s really beyond horrible!

This is really shameful on Hermes part. As much as I want a black birkin 30, the luxury house is overall widely overrated

I would explode! How dare they! That is so rude! Marion,don’t let them get away with it!☝🏼❤️

Love this look on you 💋

Tu dis que tu es sans voix alors arrête de parler!cela fera du bien à tout le monde😅

no way , you kidding me .🤮🤮🤮🤮

Wow I am shocked 😮 sending the same belt 🤦🏻‍♂️🤦🏻‍♂️

This is how these luxury houses are, Hermes attitude is no different than any of the others, they think you should feel grateful they even let you buy their product. Sorry you experienced this. I wouldn't even want that belt at all anymore. you shouldn't have to work this hard to give them money for a quality product.

I had a bad store experience with quality issues, too. You’re not alone!

Hi Mary! Wow when you showed the picture I was so shocked! I would return asap! That's like a slap to the face. These brands care more about the money than the quality of the products so sad. I expected more from hermes.

Oh no 🙈

super unacceptable that they treated you like that!! I hope they've done something since to try and make up for it

Ich bin sprachlos. Wie frech kann man sein? Versteh so gut, wieso du so verärgert bist. Ich wäre mir auch verarscht vorgekommen, wenn mir das passiert wäre. Sowas sollte bei einer so hochpreisigen Marke eigentlich nicht passieren, aber nachdem die Leute trotzdem kaufen,können sie scheinbar machen, was sie wollen. 😢

Wow! I would be so mad as well. That's not right at all.

Marie, my belt came with a similar dent, but I kept it and I am wearing it. It looks fine now… In my opinion it is not a quality issue in general, only the part that came dented close to the buckle…you showed in the first unboxing

the belt has a serial number, just take a picture

BTW, the hairband suits you very well 👍

WOW 😮😮😮😮

Wow.. Was für eine Schweinerei 😮😡

Unacceptable!

Return! Return! Return! If your heart is set on that particular belt, start a search for one that is preloved! Do you think you would have been treated differently if this was a Birkin with quality issues?

💕💕😇

OMG, Mary. This is beyond terrible for a brand that’s supposed to be so iconic and high quality. What a racket they have going there. For that kind of price, the item should be in perfect condition. Under no circumstances should they be sending you the same belt after trying to “fix” it. I’m really glad that you’re sharing this because people need to see the terrible customer service you get from Hermes. I’ll be honest - I don’t like Hermes at all, and your experience here just reinforced one of the many reasons why. I’m so sorry this turned out to be such a negative experience for you! I know how excited you were to get this item!

Would you still shop with a luxury brand that does this? 🍊 If you can’t see the flaw in this video, make sure to to watch the initial video aswell 💔