I Have Been Ghosted by my Hermes SA! What Should I Do?

Question:

I went into an Hermes boutique to start my journey & purchased 3 items. I met with an SA for the first time & on this first visit I purchased 3 items. It was right on closing time so I was quite rushed. I had to make an appointment to come back 2 days later to view some fine jewelry. Since my second visit my SA won’t respond to my texts for more items. What should I do?

Dear Been Ghosted:

Surprisingly, I have heard this same scenario lately from many existing customers. I wish I had a direct answer but unfortunately, I can only surmise. I am sure your SA does not intend to “ghost” you they are just extremely busy with the in-store clients and the numerous texts they receive on a daily basis.

I believe that the boutiques have become so much busier since the Pandemic has eased, and there are many more customers shopping at in person at Hermes which makes it difficult for your SA to find time to respond to all the texts they may receive daily.

I am aware that the SA’s are working harder than ever before, dealing with many requests for items, low inventory and stock, few deliveries, and increased demand. I believe your SA does not intend to ghost you, they just receive many, many texts each day that they either do not have time to respond, or they get lost among the numerous texts they receive.

My suggestion is to text again and acknowledge to them that you understand they may be busy but if there is any way they could respond that would be great. If you do not receive a response, you should call the store and ask to speak to a manager. There may be a very good reason your SA is unable to respond to your request. They may be on vacation, or medical leave, or their phone has been replaced because it is being repaired. There are many possibilities. Do not give up.

Just remember to be polite, be patient, and understand that all the SA’s are working harder than ever to satisfy everyone’s requests.  Good luck.