Excellent customer service. Ordered online and picked it up from this store. No appointment was required and the pickup process was easy and prompt. Employees were kind, too.The store is located in the heart of beautiful CityCenter, so it is a plus!

Excellent customer service! Making the appointment was straightforward and the sales associate was very helpful.

Lovely shop, and extremely helpful staff. The associate I worked with made huge efforts to ensure that my shopping experience was pleasant and flawless. Good selection of merchandise, and the staff is happy to order what is not available in the store or online.

THE SERVICE IS ABSOLUTELY DISAPPOINTING. Waited for more than half an hour before even being asked if we needed help. When approaching staff to ask for help, they rudely tell you to wait. I do not expect this type of service from Hermes… the service I get at McDonald’s is even better than this. Hermes corporate, if you are reading this, this location is UTTERLY in need of a revamp. The staff there are not only incompetent and unknowledgeable, but also lack human decency. The only decent person in the store was the security guard… which should tell you a lot about the kind of service at this location. AVOID AT ALL COSTS.

Beautiful store in a very convenient location with ample parking and plenty of restaurants to choose from

Conveniently located in city center DC with easy underground parking. My SA, Quincy, is always a pleasure to work with.

I am so happy I did not read the reviews before going to this store, otherwise I would not have gone. I had called the store during the pandemic. I changed my mind about going since nothing was urgently needed. However, a friend gifted me a scarf so I decided to exchange it. My appointment was with Quincy but he was with another customer so Brianna took care of the exchange. She was so helpful and chose items that I fell in love with. She also gave me lipstick samples. I just found my best lip shade ever💯. Unfortunately, it was a sample so I’d have to go back or order online if they don’t call me soon for the jacket I told her I would like to try. Also, the blanket I wanted was sold out online but Brianna found one for me right there in the store. It was such a pleasant experience.

I was glad to find a HERMES store near me. I love their products. But my experience with customer service was poor.

Go see Graham! He was fabulous and I had a great experience! He’s very knowledgeable of the brand, history and very good with suggestions! I didn’t have a problem I arrived early, I knew what I wanted! But we tried on several options for bracelets and shoes in multiple sizes! Be nice to ppl and they’ll be nice back!

Appointments are required.But they havent answered their phone for the last 3 days. Have called at different times of day.This is getting a little silly...

Me and my cousin visit this store often and we can’t believe some of these reviews. Not only is their customer service amazing but they always have exactly what we need in stock. My sales guy is Graham but I called him “Teddy Grammy” LOL I just adore him so and can’t wait to shop with him again!!!Please tell him “the cousins” sent you! ❤️

You need an appointment to pick up your pre-ordered items. That would have been an important piece of information to include in the email notifying me my order was ready. No one answered the posted local phone number and Hermès customer service was completely unapologetic.

We had a reservation, but when we arrived at there, it was locked. So we had to knock on the door.

Excellent customer service.

Extremely great service from Graham. We ended up purchasing a wallet for my wife.

Ms. Brianna Hardy was very helpful and very professional. Had my wife 10 year old wallet repaired. It had seen better days. So will have it 6-8 months from now. And don’t ask about the price....cleaning, polishing, and re stitching.

The truth about Hermes.I went to Hermes a couple weeks ago. I know there is a stigma with high-end SA treating customers badly simply due to shallow reasons. The SA who helped me was nice and didnt make me feel judged. They make you wear gloves in the store and stockings with every shoe you wear. That is completely understandable. I was there to buy shoes and if I am going to spend over a grand buying a pair of shoes, I want to make sure the fit of the shoe is perfect. Even try on some different colors to make sure its the one I want. The SA made a back-handed, indirect comment saying I really need to decide carefully what shoes I want to try on because all the shoes must be quarantine-d for 72 hours. This made me feel like I couldnt try on a variety of shoes and bit pressured. I did not appreciate it at all. What if I need to try on several shoes to find the perfect fit? I do not face that kind of attitude in Chanel, LV, Prada, etc. That has NEVER been my experience in those stores during the pandemic.Thats the reality of shopping in high-end stores. Some SA rely heavily on the name of the brand to boost their self-esteem and help them find some kind of identity. However that is not an excuse to treat customers badly. I havent had a bad experience but its bound to happen. However it wont bother me. If anything, I feel sorry for them. Their attitude and character speaks for themselves. Every shopping experience should be pleasant. They have a particular reputation about the exclusivity of the brand so they are known to judge you hardcore as you walk into the store. Its just a matter of who you end up working with and how good of a day they are having. Also, they are taught to lie to the customers about the Birkins and Kellys because they want to make sure the customers who are purchasing the handbags are essentially worth it. Or you score a bag without having to spend too much prior to show loyalty because you got really lucky too.While I was there, I interacted a little bit with this friendly SA, I wish I got her name and quite honestly, I wish I was assisted by her.I hope everyone who goes there has a pleasant experience. Whether you buy one tiny thing or multiple items.

The store is nice and fancy. Appointment only. The SA (Melissa)is nice and friendly. There are a lot of bags and accessories available. But a bit difficult to find the parking

Never disappoints. This is a great location. They were super helpful with my recent purchases.

Making an appointment was a breeze and Melissa, the SA who assisted me was very friendly, professional and just took her time with me. She was very patient too. It was a great experience for me and I will definitely be back to this store.

Appointment by email only. Other brands do more efforts to welcome clients in compliance with covid19 measures.

Can’t get anyone to answer the phone or emails after numerous attempts to make an appointment to shop. Will shop somewhere else!

I thought the negative reviews were over exaggerating until I went there and experienced the discomfort myself!It was my first time stepping foot into an Hermes and I have never felt so uncomfortable. The staff makes you feel stupid and out of place, especially for your purchases. Sorry if I’m not shelling out tens of thousands of dollars in order to gain your “respect” 🙄. They make back handed and slick comments, and the awkwardness is really apparent.Do yourself a favor, just order online. If you can help it, don’t even use the option to pick up in the store.

After Christmas and before New Years I decided to order something from the store in City Center DC. Unfortunately no one answers the phone during Covid in this location, and I was advised to send email to Brianna Hardy. I did that and quickly I was pass to another associate over email to Quincy Jones. Quincy responded to me fairly fast with few follow up emails over next 2 hours and then I just got no answers at all. I am guessing he went home/ too busy/ didnt care to offer a phone call or let me know that he will help me maybe next day. When I reach out myself to Brianna next day over email, she responded that she is off and Quincy is too busy to help. I end up calling NYC location and they picked up a phone and placed my order over the phone and follow up email over 10 min time. My bigger question is why city center is not picking up the calls? why Brianna pass my email to another associate that in her option is too busy to help. What is her role, while store is closed due to Covid and allowing one client in the half an hour slots???

Favorite place to shop.

It really irks me that this is the only Hermes store in the DMV area. Compared to all the other high-end luxury stores, this is the one store where they watch you like a hawk and make you feel unwelcome almost. Even when I am at VCA, Cartier, Dior, Chanel - I am treated with quality service.I spend thousands of dollars (almost impossible not to) at a time when I shop here and the least they could do is smile. I do feel sorry for the SAs who walk with their head held high simply because of the store they work at but that is no excuse to treat the customers like they dont deserve to be there. Whether people are there to window shop or actually take something home, they need to be treated with superb service.I really hope the manager or HR takes their time to read these reviews and consider changing up their SAs attitudes. I cant stand their snobbiness.Regardless, I go there to get what I need and Im out. I adore the brand, not the people there. Terrible.

In all of the world, this Hermès has the worst customer service and offers the worst brand experience I have ever experienced from a luxury brand. The staff are inconsiderate and useless, and perhaps the Hermès brand doesn’t care about Washingtonians, but I find it absolutely shocking that they allow this level of disregard for the customer. From Montpellier to Bruxelles and Paris to LA, staff usually bend their backs to provide excellent service. That is apparently the opposite of true for Washingtonians. So sad because we love buying Hermès products for ourselves and as gifts. I recommend any Hermès store over the one in City Center Washington DC.

Each time I have needed assistance with an Hermès product, the employees in this store have been great! They have so much patience with my questions & figuring out if what they can do will match what I need. The last time I went, Julio Chavez assisted me & he was so patient. He made sure to allow me to take the time to see if the # of holes he could put in my Apple Watch band would fit my small wrist. I really appreciated him listening to me, working with me & getting me something that worked. Thank you all very much!!

This is my first time visit the store today, and meet a sale specialist he incredibly friendly and super nice, very patient, he was dedicated and professional.He also keep asking me if I want something to drink. Everything’s that I have been told were not true, the service was incredibly, I have had a very wonderful experience visit this store. I am looking forward to visit the store again to get more stuffs. If you need to get anything from this store you should asking for Graham. Thank you so much for helping me today.

Friendly and helpful staff. Told them specific bag and its color I wanted, one of sales person found out it will be arriving soon and put me on waiting list. Also was introduced to handbag specialist. The store is not that big, so seems pretty crowded.

Went in today to inquire about a riding helmet that cost more than $960. I expected the store to be busy. I did not expect to stand at the counter for 10 minutes while three different sales associates looked at me, glanced away, and walked off. An older associate noticed me; she said she was busy with a client. Ten minutes later, I walked out of the store. If I had $960 to spend, I would not spend it here.Store associates at other luxury shops (including the ones less than 200 ft. away from Hermès) have always welcomed me within a couple of minutes. They are willing to show me RTW pieces, check inventory in their back room, and offer complimentary beverages - including good champagne. I’ve been treated with sincerity at these stores whether I buy something and regardless of what I’m wearing.Friends report similar experiences at this Hermès location. One walked out after a fruitless 20-minute wait. She went right over to Dior, politely asked to see the collection, and spent more than a thousand dollars in less than an hour.Don’t come here unless you’re an established client. You will be treated poorly.

The customer service is awful. When I went there, the staffs did not even say hello to me. I was waiting for about 10 minutes, but still no one came to help me. I walked out the store and just bought the products from online shop. Staffs from another stores near Hermes are always nice to me, and they even provided their business cards to contact whenever I need something. I will never visit this location. Id rather purchase from online or go to NYC location.

Great bag! My wife loves it

Great store and awesome staff. The store manager (Jason) is very friendly and patient. The staff member who helped me was dedicated and professional. A great experience!

I had a great experience with S/A Paulo. He was very kind and helpful when I asked him which colors are better and recommendations. Overall it was a good experience and looking forward to go back again and find Paulo when I visit this Hermès store.

Great shopping experience at this boutique. My wife purchased a handbag and the sales specialist was very helpful and very nice. Took a lot of time with us and made it very pleasurable. We have been to the NYC boutique quite often and have never received such excellent customer service as here. All the sales staff were friendly and helpful.

Wonderful place and the staff are more than respectful for their customers, everyone should be aware of their system so no one will complain.

Great customer service by Ashley! Friendly and very professional. She continues to correspond with me via email and was very helpful in getting what I loveLooking forward to visiting them again soonHetti

This is a Luxury brand boutique! It is not a Macy’s or a target! Associates are NOT rude; customers feel they entitled in this town on particular more than any other place! And their expectations are too high and unreal!Do people have any slight idea of how many losers come into these stores and ask dumb questions!? Do people have an idea about how many come in these stores not knowing where they are anyway!Some people around this town do not have anything to do but to kill time!Associates in these boutiques work on commission; they support their families on commission! So, customers who are coming here to buy a tie or a belt or a scarf- please do yourselves and the world a favor and buy it online, because these little items are supposed to be “an add on” people who shop luxury do not come here to buy a tie!!!!!I once was a customer here, shopping for a bag; I was greeted politely and professionally, my questions were answered and I was shown the bag! And my experience was great!I do not feel entitled, I know that I am not God’s gift to Hermes and the world, I know that my “tie” that I was gonna buy is NOT going to make Hermes richer! And most importantly! I know that sales Associates are working on commission and I also know that the associate’s time That I WASTED could have been used to sell something expensive to a real client.

Wonderful location and some of the staff is extremely helpful. Some, not so much and rather rude. But the person helping us was a gem. Got us in and out with what we needed and even what we didn’t need at the time, but couldn’t resist.

The sales assistant I met today is extremely rude. She was unhappy after knowing that I did not like the shoes I tried and. She blamed me for asking help and not making purchase. I don’t care how they operate their store, but I don’t think working in Hermès should be the reason they treat their customers impolitely. I have never met a sales associate like this rude before. She talked to me with a sense of superiority. I pretty like that pair shoes, but I think I won’t buy it with her help. Giving them one star out of five is way too high for their customer service. I know the store will still be one of the most famous and attractive boutiques after making several customers mad, but this should not be the way to operate their store.

The associate that assisted is was nice, but the majority of the employees were very stuck up and rude (as the other reviews say). They didnt have the belt I wanted in stock, so the associate ordered one for me and completely ordered the wrong one. She had to call the next day to ask for more money. We gave her our account information, yet we have received no information on this belt being ordered or any tracking information...just the charge to the credit card, of course. I could have just ordered it myself at this point; what was the point of giving our account information with no follow up?

These folks never seem to want to answer the phone and will not call you back even when you leave the necessary information. Very disappointed.

Looking for mules to wear for work. I was greeted and asked if I needed help from an older woman in a different location of the store and not the shoe section. There was an associate in the shoe section, but too busy to acknowledge me. I asked her for a shoe in my size and immediately she answered NO. She went to check in the back and found my size and 1 up. She handed me 1 shoe to try as if I would run?? Frustrated I said I need BOTH. I was so uncomfortable with her that I just said too small. I couldnt even get the feel of the shoe due to feeling of being unwanted or as if I bothered her. I will just order online! 🤷🏽‍♀️

My sister got me a belt from Hermes and was too big and try to get 3 holes, and the sales are so rude. they told me they can only do 2 holes. also they told me that, we can not do hole on the whole belt, and i never ask to do so. and i try to ask them if they can skip a space to do the 2 hole, and they also not trying to help. sales in the Hermes DC Store were just so bad and not helpful. i will never ever visit this store again.

Most terrible branch ive ever been with. had the worst attitude ive encountered. i bought something online and just wanted to ask some questions but the SA was just stuck up rude and was giving this superiority attitude. idunno about the other SA but the person i encountered was just plain terrible both looks and attitude

Always accommodating. Friendly staff. Good inventory. Great location. Plenty of choices for food while you shop.

[Update] I got my watch straps today after 6 months for 2 extra holes to make it smaller. Theyre not only lacking of tracking repair items but communication also. They told me that they left voice message for me although I required them to contact through email while I was traveling. I intended to let it go and be happy to get my leather bands back. However, I saw their form wrote that the bands were returned to the store since July which only ONE MONTH after I left the bands. they kept it since then until now for 5 more months and could not know where it were. I like leather products and their products are pretty nice but their services are so disappointed!Left my Apple Watch straps since June to make 2 extra holes (I have a very small wrist but I love leather watch and Apple Watch so I bought it). I can understand a small order like this could take long time since there may have bigger items needed to customize. However, I didnt expected to wait half of the year and still not know where my straps are and when I will get it back. I contacted to the store and got the answer that they would check with the manufactory/warehouse in CA and will let me know. Time went by without any information so I called again and emailed to Hermes too. Its very funny that no one can know where it is or how long will it take more for 2 extra holes on a watch straps. The year is ending and I think my straps are traveling to Paris probably. I need an answer from Hermes asap. A well-known luxury brand should not ignore any small item like this. Im so disappointed!

When I called into the store to ask about the spa service for a Hermes bag, Maria answered my questions thoroughly and was so patient with me. After my conversation with her, I just decided to buy a new bag instead.I booked an appointment to see her on Saturday to look through some leather swatches. She was so organized with our appointment and took the time to hear me out on my preferences. We narrowed down our choices and then she remembered that I wanted to look at some twillys.When I asked if I should buy it now or later, she didnt force any sales and told me I can buy whenever I wanted. Since her service was so spectacular, I just bought them on the spot and said Ill get more later. She also gave me a sample of a fragrance to try which was really thoughtful of her. Thanks Maria for your help!

Visited to check out the new Hermès Apple Watch and the staff member that assisted me was less than helpful. Because of the members stand-off ish attitude, I immediately left the store. Bad service is always a huge turnoff especially when youre about to spend money on an expensive item.

The sale representative’s attitude is the worst one ever saw. Compared to other sales working for Hermès in other state or other country, the man sales I met today is worst! Never will buy things in this store again.

First visit to the DC store and the staff could not have been nicer. I was exchanging a handbag from the San Francisco store and took almost an hour to decide! (I know ridiculous) but Paulo, the sales assistant, could not have been more patient and helpful. (remember I was only exchanging, so he did not have a commission riding). Great store so much nicer than when it was at Tysons.

I would gave 0 star if I canI was looking for a particular tie for my Dads birthday. I called to see if they have it in stock . I gave SA both name and Ref #. She said they dont have it. I asked if they have any other color, she said no, they dont have anything in this style.I still decided to stop by later the day to see what else they have.First thing I saw when I walked into the store was at least 10 different color of the tie I was looking for which SA said they didnt have. Go to Hermes Chevy Chase, they have a smaller collection but their customer service is far superior.

I went in tonight looking to purchase a scarf for myself and an agenda. I was never even acknowledged which should have been my first flag to just leave. When I asked an associate a question was told I I had to wait for an answer because they were all with customers, but actually they weren’t. One guy finally could help me but there was just a demeanor when he talked to me like I was a silly girl asking silly questions. Bottom line, please don’t judge your customers based on what they look like. You don’t own Hermès, you work there. They seemed to respond really well to the customers who had an attitude of superiority when they walked in, so I guess that’s the way I should enter the store next time.

First time in this particular store. The staff was great. I ended up buying a tie and was very satisfied.

If you happen to get assisted by Darlene, youre blessed! She is absolutely amazing and so personable, she completes the store and is extremely caring and friendly!

Why do you have to be so rude? I was buying a tie for my husband and made the huge mistake of visiting this store instead of ordering online. My 2 daughters with me and I had to answer about 50 questions from them afterwards about why the people who worked there were so rude, terrible, and slow. Was hard to explain that people who work in a store seem to think they are better than people who are buying items from the store!! My advice is to just buy online for this brand.

Great pleasure working with Denise. She has a genuine passion for the brand and customer service for the longest time.(Shilpa)

Bought a shoe from SFO but the stitching opened in two uses... living in India where they refused to entertain us and asked to go to US...in DC they took it for repairs but have told us we will have to collect it and they will not even ship within US... ridiculous that a brand like HERMES behaves in this fashion for faulty merchandise

Worst customer service of any luxury store

Love my belt! Great accessory

The manager, Jason, is a true gem. If you’ve been looking the ultimate haute couture expirence in DC, your rare find awaits you at Palmer Alley NW.-Tyson’s Corner native

I absolutely love my bags from Hermes

To start off, the staff was hard to find upon arrival. No one was around to help. My friends and I are young individuals and honestly probably were given no attention because they thought we wouldnt buy anything. To my dismay, after a friend made a very large purchase, the employees talked negatively about us in the public space where I whitnessed them being rude and talking negatively about my group. Honestly, I would never step foot in that door again, Ive never felt so uncomfortable and disrespected in my entire life. I gave you all the respect you deserved as the high end shop you are. But Ill be honest, the employees that grace this floor are nothing short of unprofessional, extremely rude. I was so unimpressed with everything about this shop minus the merchandise. This is a for sure pass when you come to D.C., many better places to check out.

The customer service at this location depends on who waits on you. Ive only been to location only a few times due to the inconvenience of parking in DC and their inconsistent customer service. I used to frequent their Tysons Corner location many many years ago before they moved to DC. At the Tysons location, I dealt directly with the store manager so I never had any issues, but after he left Hermes to take a job with Mount Vernon, I had to establish a new relationship with a SA. However, it just wasnt worth playing their game of purchasing many high ticket items with the SA before they treat you with the care that you should have received initially.The exception to this rule is if you get a new or young SA who is trying to build their client list. They are usually very helpful, but more than once I have seen them get bullied by the veteran SAs. This is especially true when you try to buy a high demand item from a new SA but the veteran SA is trying to save the item for one of her regular clients.The last time I visited this location (two years ago), I asked for assistance from an older SA, however she was very rude so I just walked away and asked another SA for help. After seeing that I was about to purchase several items, the rude SA tried to take credit for the sale by getting in front of the new SA. I just calmly told her that I would rather work with the new SA and the original SA walked away fuming. I apologize if I seem petty but I did get a little satisfaction from this.This attitude isnt unique to Hermes, there are other boutiques in DC that share this same attitude. My advice is, unless youre hunting for a very high demand item that require the favor of an experienced SA, just go to Neiman Marcus or order online. Most of my orders are online now. My wife usually waits until she travels Paris to visit the Hermes store. This may be hard to believe but the SAs attitude in Paris is better than the SAs in DC. Thats saying much considering theyre Parisians (joking).I may visit the store again if Im near the area for dining or for meetings and if I do, I will post my experience. Who knows, maybe its gotten better, however Im doubtful.

I just have to express my madness!! horrible customer service.

Great service, with the employees really trying to make an effort to know you. One of the smaller Hermes stores I buy from.

Best perfumes! Hermes has the best designs.

I had very very very very very bad experience with this store, and i have to let all others to know!! service is horrible. this store does not worth 3 start. it only worth for zero if i could.

This is the first Hermes boutique I visit since I moved to the US and I was very disappointed with the waiting time to get assistance and the attitude of the person (Maria) who finally assisted me. As my request wasnt available at the boutique, she kept telling me that they needed to grow a relationship with their customers before fulfilling their requests.I have made purchases at Hermès boutiques in different cities and have never met a S.A. with the arrogance of Maria.

TERRE DHERMES PURE PERFUME absolutely the best on the market still to this day

Great pleasure working with Denise. She has a genuine passion for the brand and customer service.

All the one-star reviews should be a huge red flag that this store has some serious issues. The customer service here is unbelievably terrible. Blaming the customer is never the answer. Truly despicable. Avoid at all costs.

Love the fragrance collection!

Highly recommend to Paulo. Hes show me everything that I want to see.,very friendly.

Not very helpful and unfortunately not very friendly with customers.Too bad because I love Hermes products and I was ready to spend some money there...

I went to Hermes reluctantly after looking for a belt at Gucci and Louis Vuitton just before because I knew Hermes products are very expensive. The Hermes store had extremely slow service and I had to look around to ask someone for help. Being a 21-year old college graduate, they probably assumed I was not going to buy anything. With that being said, I spent almost $1000 on a belt and had to ask three times for champagne. The lady was rude and claimed it was only for appointments and couldnt leave the belt which was understandable but the Gucci and Louis Vuitton store had no problem leaving me with merchandise. They ended up giving us champagne after the purchase but the staff was giving us looks and openly talking about us before we left the store. Extremely unprofessional and rude, I would never recommend anyone coming to this store. 0/5

Ask for Ashley or Quincy, they are the best

If you want to buy Hermes, DO NOT VISIT THIS ONE, associates in this store are so rude and will make you very mad. they only know how to make client mad.

Store associate just not helpful at all. so disappointed!!!

The staff was rude and not cooperative we have visited in other locations and had good experi

The staffs should learn about how to do customer services. Whenever I need to purchase something I rather drive all the way up to King of Prussia or NYC.

I had a wonderful experience

Dis is da bessst -Morgan

Great service as always.

Horrible customer service. Bought many things from this store and the associates complained to each other about me before I could even leave the store. Dont bother shopping here.

I was pleased with the service

Clueless... please train your staff.

Profiles customers. Not a big fan.

The worst customer service!

Customer service was average.

Expensive but very nice

Love it

All cute