The perfect example of how NOT to treat your repeat customers! I called in to the new Bond Street store 3 times over 2 days to confirm that I would be able to view the selection of birkins in store and purchase additional accessories for both personal and horse riding. I explained that I was driving 2 hours into London so if they didn’t have them I wouldn’t waste time travelling into the store and simply order the other stuff online. The people on the phone acknowledged this and told me to come in as they would be available for viewing. Upon arrival after ascending the stairs I was greeted by a concierge who told me that I would have to wait 2 hours for a sales assistant to view anything (nothing of this had been told to me the times I had called including the time I had called this morning). I decided to role with the disappointment as I had comes all this way I didn’t want leave empty handed, especially as I had set aside the day to view. The concierge took my details and said for me to return in 2 hours for the viewing. 2 hours later I, upon returning to the store I was greeted by a new concierge who checked the waiting list, my details had been deleted. Telling me that I would have to wait another 2 hours for a viewing or for assistance. Luckily the first concierge was able to explain that we had already been waiting this helped smoothing things over. I was asked to go to one side and wait, I patiently did. Eventually I was assisted by the most arrogant, aloof assistant who on arrival, essentially scanned me form head to toe whilst asking what I wanted. Confused I told him what I was looking for through and he smirkingly said that they had no Birkins in stock to show. I explained again for the 5th time today that I had been assured multiple times that I would be able to view them, and his only answer was again that they didn’t have any in stock to view. This ended it for me, the shear lack of care and consideration for a customers time. The pure lies that I had been Told over the phone and face to face. The eventual rudeness of the final sales assistant and the time wasted all for nothing. I didn’t buy anything else and left. My relationship with Hermes ends today, I’m tired of the faked demand, the runaround and hoops you need to go through to view or simply buy something. Today was a new low, being scanned and having some sales assistant decide I’m not good enough to be a customer. I’ll take my money else wear. The saddest Part is that this isn’t the first time I have been treated like this in Hermes. It Is however going to be the last.

We went on a Saturday afternoon. The wait for the women’s fashion line was about 5 mins. We then joined the leather line and were the next one in the queue. The SA came to look for us in less than 5 minutes. The SA for leather was the nicest & most sincere Hermes SA I’ve ever met. Overall a very good experience.

Been there few days ago, asked them for a specific shoe, thats not on the display, Abobaker helped us and supported in selecting colors, he was so sweet with us. Such behavior makes brand loyalty!! 👏🏻👏🏻 Thank you for the experience, and happy holidays

Extremely slow service. Noone knows whether they have shoes in stock. A few customers left as they fed up waiting. After waiting for more than 30 minutes we found up that size is not available. Finally we managed to reserve another pair of shoes to pick up in 3 days. People get better service in Primark. The only one good thing I can say. Finally, when gentlemen served us he was very nice Just to add: When we came today first they sent us upstairs then downstairs, then they told us that shoes were not there. They asked us to show the email which we've never received. Then I asked myself to check near any till. Perhaps the box was left somewhere. After 10 minutes the shop assistant found it finally. Then we tried to pay and my husband card got declined for some reason. The lady on the till stopped smiling and started looking at us like we stole the card. I offered to pay as my husband can call the bank later to find out what the issue was. Shop assistant was still staring at us rudely even I paid. I felt really embarrassed and my husband told me that he would never go to this store ever again. In the end we called the bank and someone tried to use my husband's card on a website, we cancelled the card and ordered new one. What an appalling service you have in your store! Slow, extremely slow, no one knows what they are doing, rude staff at the till. Go next door to Gucci. They had very nice staff there and service.

I'm not joking, we had to wait an HOUR just to be served! Such a terrible set-up and if they want to do it that way (1:1 service only), they literally need to recruit an extra 20 store assistants to assist customers on weekends. I used to love Hermes but honestly this has put me off for life. How is it possible that the items are expensive and yet the customer service is 1000x worse than McDonald's. The staff were really unhelpful and didn't keep anyone updated, no one was being offered anything to drink whilst waiting, and all the staff looked really miserable. Literally -5 stars very very bad. Everyone in the whole store was mad and angry (customers and staff). Insane!

Very good service! I initially went in to browse for some presents and then started to talk with the Italian lady in the shoes department who was very kind and friendly. She gave me a lot of good suggestions and was very nice, giving me great insights on my purchase. Small details that make the experience great!

What is the point of putting your name in when you enter the store only to wait an hour for someone to even help? We waited for an hour to simply try on boots that we were ready to purchase, only to be told they had none in that size or even in sizes close to that. Couldn’t they have told me this at the door when I told them exactly what I wanted? To top it off, I’d expect staff to be a little more knowledgeable in a place I plan to spend thousands. When she said the size wasn’t available, I had to ask 4 times to try on a similar style if they had the size. The lady kept saying “no we don’t have your size” until I literally had to point at the shoe in front of me and said can I try this - to which she said “oh yes this is your size and you can try it”. What’s the point of these sales people other than to ruin your shopping experience??

A Hermes tie was delivered to my address. The name on the address was of a previous tenant, who had lived in the flat before me. I contacted Hermes to return the tie. The Bond Street Team (Ismael, Asma, Lasim) very smoothly arranged a collection from my flat to deliver it to the right customer. As a thank you gesture, they sent me a Hermes box with a thank you card and a Hermes perfume. A very kind and professional behaviour. Thank you!

Really rude staff with “gate keeping” like attitudes. Was told to register to view jewellery downstairs but had already been sent upstairs as they were allegedly better placed to deal with jewellery. The rudest lady upstairs when I asked her how long it would take to get to view said she couldn’t say & proceeded to send me downstairs again. I said I would go to Harrods & she said that I would likely wait 2 hours there as well?! Retorted it actually. Made me feel like I was an inconvenience! If I hadn’t travelled for over 2 hours I would not have given them my custom out of principle to be honest… if you want to feel valued as a customer this store is not for you!

Very bad experience that I have never had before with any other brand. I will try to avoid any other products in the future. I bought online 2 pairs of shoes. One of the pairs was wrong size and tried to arrange return delivery and get the right size. I have spoken to 3 different people from the customer service, spending about 20 minutes on each call. One week later , the shoes are still waiting to be returned as they did not arrange the delivery. I don’t think such delays should be expected. In addition no notes of the previous calls could be seen by the last person whom I spoke to.

This is my favourite store in London because of their wide selection of items, central location, and most importantly - the staff! I’ve been shopping with Giorgia, a wonderful sales associate, for over a year. She’s a pleasure to work with and always pleasant (in a genuine way). I never feel rushed shopping with her and she always makes any purchase feel special, big or small! The store itself is large with a huge selection of items from homeware to leather goods, to jewelry and RTW. It does get busy (especially during peak times - weekends) so it might be better idea to visit on off-peak hours or make an appointment in advance.

Absolute impecable customer experience. The perfumes here have a very unique and elegant flagrance.

First time here! I went in and the lady asked me what I’m here for so I said “ leather goods” she said that I was the last person she could add on the queue and told me to wait about an hour and browse upstairs. This was about 11:45am on a Thursday. My friend was joining me as she wanted to view the jewellery section so when she arrived a few moments later we asked for a drink from a SA and we sat and chatted. The experience was really good and maybe that’s because I had my friend there ( Hermes collector). The Asian lady at the jewellery department was super friendly but they didn’t have the bracelet my friend wanted. Then it was my turn and it was Georgia who served me. She asked me what I’m looking for so I said “ any handbags?” She shook her head and said no- so I asked about about what was available and told her I wanted a Picoton and she said okay I’ll have a look for you. About 15 minutes later she came back with a orange Picoton and said I was lucky as the shipment had just arrived. We proceeded looking at twillys and rodeos and that was it! I added my dream bag on the wishlist too! I asked for my bag to be put into a white bag so the orange was manly covered to prevent theft. Super great experience and would definitely go again!! If you do go- you will be expected to wait and have an idea on Hermes knowledge like leather size and colour.

I have bought from many Hermes stores in London before Bond Street. One time, I found my wanted polo that was only available in Bond Street. I visited the store and I got it, I am also able keep in touch with an absolutely stunning and helpful SA. She always to find everything I want and gives me advices. Then I do not understand why lots of people gave bad reviews. Please come and feel the service by yourself, sometimes they are busy thats why they do not response you quickly or anything but I am sure they are all warm welcoming and friendly yet professional. I definitely come back often.

I’v been regularly coming to this store for many years and made friends with many of the sales assistants. The store is always packed with customers and the average waiting time to be served is around 45 minutes. I personally prefer this store than the one in Selfridge’s.

I had a lovely experience on Saturday There is a reasonable wait time to be seen to but not entirely unexpected given the level of attention you are eventually given - I didn't take it personally and simply read a book while my husband passed the time quite happily in silence. Samuel, who was the SA who helped me represented the brand very well - he was very pleasant, professional and comprehensive despite the business of the store and the summer heat. I left the store with as positive a level of satisfaction with the service as I could reasonably expect. Come at an off-peak time, or failing that, with patience and/or a book for minimum stress 👍

Visited Hermès New Bond Street today for the first time to set up a wish list. We were being served by a very friendly lady named Giorgia. Despite of the store being very busy on a Sunday, she patiently explained all my wife’s queries. She also helped my wife to place an order for a scarf that was out of stock in the store. Very professional service. We will definitely visit again. Thank you so much. Michael.

Had my appointment 3 months ago here and it never disappoints. My SA is friendly, we’ve been in connection for 4 years and she’s one of the best! Can’t wait to collect another Ms B in croc leather perhaps 🤭

I was there yesterday, it’s the first time buying in Hermes isn’t a good experience. The lady, an italian one wasn’t nice. She didn’t invite you to buy. LOOK!! Be aware, London boutique so different from Madrid or Paris shops, even NYC, Miami I was better received

I have had excellent experiences at this store. I was offered the option to make an appointment at the Sloane Street location to avoid a long wait time at the New Bond Street store, but I have so enjoyed the staff at this store during my handful of experiences there that I made the time to wait in person for an initial appointment as I’d prefer to build up a relationship with one location and stick with it, and very much like the staff here. There is quite a wait to speak to someone about a bag or leather goods, but it’s understandable when you realise the length and quality of the meeting, and appreciate that the brand is known for scarcity and so waiting is expected.

I had a wonderful experience of visiting your store in London. Roxane, in charge of silks, had extensive knowledge on all of the products in the store and the history of the brand too. You couldn't find a better representative for the Hermès brand. She even knew about all of the designers and the meanings behind the patterns on her scarves. She made me feel very welcome and special and I loved sipping a glass of delicious champagne in your rooftop garden. It was the highlight of my day.

Absolutely shocking set up, you cannot shop without registering first ! Attempted today to purchase aftershave which I have bought for years only to be told i couldn’t purchase without registering! Left the shop feeling fed up but managed to buy what I wanted in Renwick’s with a Black Friday discount !

Staff is very nice, friendly and welcoming. I have spoken to several staff members and they were all super lovely. The problem is that you can never buy what you want, i am not talking about quote bag, anytime you come there is never a bag in stock , never a shoe you like in stock, and the advice is to keep coming in to check. Who on earth, full time working person can find the time to keep coming in to check the stock!? This should be your full time job then.. also waiting time is normally around 2 hours.. who has time to keep coming , waiting 2 hours to be told there is nothing to buy. Very disappointing, I prefer to stalk the website and there is more luck to buy something from there. They obviously do have stock but prefer to give it away to their regular customers I am guessing, if you just randomly come in to buy something there is never any stock for you.

If I could give this store more than 5 stars, I would! I absolutely love everything from employees, to managers, to the actual store itself. The store has a very good variety to choose from. Now my wonderful SA Francesca, who helped me during my visit. From the moment I walked into the store, Francesca greeted me with a warm and friendly welcome that immediately put me at ease. Throughout the entire shopping experience, she was professional, knowledgeable, and attentive to my needs, answering all my questions with ease and helping me find exactly what I was looking for. There aren't enough words to express how amazing she is! Overall, I had an outstanding experience with Francesca, and I will definitely be returned to this store in the future. I highly recommend this store, to anyone looking for a great shopping experience.

Our visit to Hermes on New Bond Street in London today was fabulous! The store is absolutely gorgeous, but the highlight of our visit was the staff! Roxane assisted us in the scarves and belts department. I must say, she was the best sales person I have had at any Hermes. She was attentive, knowledgeable, helpful and engaged. She made our shopping enjoyable and an unforgettable experience!

Retail in London can be a bitter-sweet story, but with the Hermès New Bond St store is, ALWAYS, sweet (such amazing customer service doesn't go unseen). The store is welcoming and the SAs make the in-person shopping experience great (the store is always full and they will always smile and help); special shout-out and thanks to Roxane, who is extremely attentive and understand what customers are looking for; it is not 'a simple scarf' or 'some nice shoes', with her, you'll learn about the history of the designs and more. Thanks for turning shopping into a fun and lovely experience!