The Mary Sue
‘My Shein won’t do this to me’: New Jersey woman receives Hermes bracelet as a …
A New Jersey woman seemed baffled by Hermes’ customer service after the company took more than a year to return her bracelet.
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Hermes Under Fire: Customer's Two-Year Bracelet Repair Ordeal Sparks Outrage
Luxury Brand Hermes Faces Scrutiny Over Protracted Bracelet Repair A recent social media post by Michaela, known as @michmazur, has brought to light a prolonged and frustrating customer service experience with the luxury brand Hermes. Michaela detailed the nearly two-year ordeal involving the repair of a "big H" bracelet, a gift from her father. According to Michaela, she dropped off the broken bracelet for repair on March 22, 2024, at an Hermes location in the United States. She was initially given an estimated collection date of June 22, 2024. However, after repeated attempts to get updates, she discovered the bracelet had not been registered for repair. Subsequently, Hermes requested a $110 fee for the repair, a charge Michaela stated was never communicated at the time of drop-off. The situation escalated further when Hermes demanded her father, the original purchaser, send an email authorizing her to collect the repaired item. Following this, the company reportedly rejected the email, insisting that her father appear in person with identification to retrieve the bracelet. Michaela expressed her disbelief, stating, "If I had to pay $110 to repair the bracelet, I would have paid the $110 when I dropped it off for the repairs." She also questioned the practicality of requiring the original purchaser to appear in person, humorously asking, "What if I was dead?" to highlight the absurdity of the policy. Michaela has indicated her intention to escalate the matter to Hermes corporate, citing the extensive delays and the company's inconsistent and demanding policies. The incident raises questions about luxury brands' customer service protocols and their responsiveness to client concerns.
