I am a long-standing Hermès customer with an established profile and a purchasing history that includes multiple quota bags across boutiques. I state this not to seek special treatment, but to make one thing unmistakably clear: what occurred at the Hermès boutique in Florence was not a misunderstanding--it was a complete institutional failure. From the moment we arrived, the behavior was hostile and exclusionary. Despite staff standing inside and the boutique being open, the door was not opened for us. Upon entering, we were met with cold, judgmental stares and palpable disdain. A polite greeting was barely acknowledged, and when I extended my hand in greeting--a basic professional courtesy--it was deliberately refused. Not missed. Not awkwardly avoided. Intentionally refused. That moment alone set the tone: disrespect was the default. What followed was an astonishing display of arrogance paired with shocking incompetence. The staff demonstrated a profound lack of knowledge about their own merchandise. Elementary questions regarding materials, finishes, and product distinctions--information that any Hermès sales associate should be fluent in--were met with incorrect answers, confusion, or visible irritation. For a brand that prides itself on craftsmanship and heritage, this level of ignorance is indefensible. There was no service, no engagement, no attempt at hospitality. Only condescension. The staff appeared to confuse rudeness with exclusivity and ignorance with authority. This was not discretion, refinement, or Parisian reserve--it was laziness, poor training, and an inflated sense of self-importance. Hermès does not sell privilege to mistreat people. Luxury is built on expertise, respect, and impeccable service. What this boutique offers instead is ego without substance and hostility without cause. That such behavior exists in a flagship city like Florence is astonishing--and frankly embarrassing--for the house. I have experienced Hermès boutiques around the world, and this location stands alone in its failure. I will not return, and I strongly advise others--especially loyal clients--not to mistake this boutique's conduct for the values Hermès claims to uphold. No object, no matter how coveted, is worth being treated with this level of contempt. read more

I got my first Birkin bag, 2 pairs of shoes, 2 bangle rose gold bracelets with diamonds and a rose gold ring with their signature H also in diamonds. Our experience was so wonderful with our shopping team Linda and Martina! They made our shopping experience the absolute best and found me the perfect beige/brown Birkin They always made sure we had lots of champagne and that I got exactly what I wanted. Thank you ladies! The only sadness I experienced was they cannot ship from Florence, Italy to the USA. I understand considering the duties and tariffs. We would have bought more but with us having to carry the bags through customs was an experience all in itself. At least the Federal agent was awesome and appreciated that my husband spoils me On a side note: You do need to make an appointment. You can't just walk in to get a Birkin. It's not like walking in any other store. So be prepared if you never have purchased one. read more

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Good experience. Staff are not pretentious. Security smiles a lot at you which is nice. Staff are attentive to your needs. Inventory is tight though unless you're local or VIP. read more

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Bought a ring, a bracelet for my friend as well as two scarves. They had some cute shoes but not in my size. At the time I went they didn't have bags since the associate said they didn't get any. Decent selection for jewelry, belts, and house goods. Didn't have to wait to get into store (went around noon). read more

Hermes Italy - 2 scarves, 1 ring, 1 bracelet - Florence, FI

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We came here to drop some serious coin, but the staff dropped the ball. Besides having to wait over an hour to enter this bougie boutique, we waited even longer to have an employee assist us. Once the "doorman" graced us with his presence, and allowed us to cross the threshold, the staunch assistants passively dismissed us. One woman walked in and was helped immediately, so they definitely give preferential treatment to some customers. We were left to browse on our own, and we did enjoy taking in all the beautiful, luxurious scarves, purses, shoes, jewelry, clothes, silk ties, and accessories. We found several scarves and carrés we wanted to purchase, as well as one of their iconic Birkin bags (named for English-French actress and singer Jane Birkin) but unfortunately no one was available assist us. Our frustration grew as our euros burned a hole in our pockets. We left scarfless and bagless and very much perturbed. "Big mistake. Big! Huge! I have to go shopping now!" as Julia Roberts (Pretty Woman) would say! Hermès, the god of merchants, the divinity of commerce and travelers, and herald of the gods, would be disappointed indeed to have his name sullied by such poor, cold, unprofessional (lack of) customer service. Perhaps hire additional sales clerks to serve their clients more efficiently. The founder of the Hermès, Thierry Hermès himself, took pride in his original vision selling bridles, high-quality wrought harnesses, and leather saddlery goods retail to the public. From there, his empire grew as his sons took over and through the years they expanded the brand to what it is today. They, too, would be appalled at how this Florence store location is being managed. On the other hand, we were treated like royalty at Gucci, Chanel, and Prada, all of which received our business, and we were delighted to spend our euros in those customer oriented establishments! Forget your "journéys" to Hermés and keep on walking! read more

Hermes Italy - Florence, FI

A Masterclass in Failure, Arrogance, and Contempt -- An Absolute Embarrassment to Hermès. I am an established Hermès client with long-standing profile and a purchasing history that includes multiple quota bags across boutiques. I mention this only to establish context: the treatment described below was not the result of inexperience, misunderstanding, or unfamiliarity with the brand. It was a masterclass in failure. From the moment we arrived, the conduct of the staff was dismissive and hostile. Despite the boutique being open and staff clearly present, the door was not opened for us. Upon entering, we were met with cold, judgmental stares instead of a professional welcome. When I extended my hand in greeting--a basic courtesy in any professional or retail setting--it was deliberately ignored. Not missed. Not awkwardly avoided. Ignored. What followed was a shocking display of arrogance paired with staggering incompetence. The staff demonstrated a troubling lack of knowledge about their own merchandise. Elementary questions regarding materials, finishes, and product distinctions were met with incorrect information, confusion, or visible irritation. For a house that prides itself on craftsmanship, heritage, and expertise, this level of ignorance is indefensible. There was no service, no guidance, and no attempt at hospitality. Instead, condescension was used as a substitute for professionalism, and rudeness was mistaken for exclusivity. This was not discretion, refinement, or Parisian reserve--it was poor training, inflated egos, and open contempt for customers. Having experienced Hermès boutiques internationally, I can say without hesitation that this location stands apart in the worst possible way. The Florence boutique represents a masterclass in how not to operate a luxury retail environment. It fails to meet even the most basic standards of courtesy, competence, or respect--let alone those associated with the Hermès name. I will not return, and I strongly caution others--particularly loyal clients--not to mistake this boutique's behavior for the values Hermès claims to uphold. No product, no matter how coveted, justifies being treated with this level of disdain. read more

Amazinggg staff! They helped me with the Belt I wanted. I asked every Hermes store in Italy and this location definitely suited my needs! Best Hermes in Italy. Ask for Ada she was so helpful! read more

Don't even waste your time. I came by in September while in Florence and when I tried to enter it was locked and the doorman pointed at a sign on the window that says appointment only. Mind you it was mid week and at the opening hours. We walked away but as we were walking away we saw a gal lining up and i heard she had an appointment but then people started lining up behind her and soon there were about 7 people in line and the doorman never came out to tell people that it's appointment only. That would be such a waste of time and thank goodness i was there before the line started. Anyways I only wanted to pick up Hermes sandals and my flight home stopped at Paris airport and I ended up just walking right in grabbing the sandals in my size and walking out. The easiest transaction ever and the SA there was so friendly and kind. If you're flying through Paris just stop there because they actually have a ton of stuff. I didn't look bc I went for something specific. read more

During my time studying abroad in Florence, I went into the Hermes store to buy my mom a silk scarf. I had a small backpack on, which potentially gave away that I was a student. I browsed around for a couple of minutes, and right as I reached out to touch and feel a scarf, an employee reached around my shoulder and yanked the scarf from my hand. He aggressively asked what I was doing there, and I said, "I'm looking at purchasing a scarf for my mom." He rudely replied, "Well this isn't the place for you to be doing that," and proceeded to escort me out. Never have I ever received such demeaning and disgusting service! To him, I may have just been a poor college student who was a burden in their boutique. Unfortunately, I was shopping with the intent to buy. I will never purchase something from Hermes after that horrible encounter. read more

I had the most pleasurable experience shopping at Hermès in Florence, Italy. I was graciously assisted by Ms. Alessia Arcadio who was patient, posed and well-versed in Hermès products. Upon coming into the store she was busy with a Mom and Daughter who were viewing a bracelet. She acknowledged my presence and said she would be with me shortly however returning her gaze and fully attention back on them. I nodded and waited patiently however, I started to get butterflies thinking that maybe she would not think I was there to purchase. You see, I had read horrible reviews about Hermès on Yelp so I was a bit nervous. After 5-7 minutes, Ms. Arcadio came to me and asked how she could assist. I shared that I was interested in the Hermès belt however, I was uncertain of my size. She immediately went to grab a few sizings and upon her return, I began trying them on. While she was assisting me a woman came up to her and asked that she assist her. I thought it was rude especially as the woman looked at me disgust and asked Ms. Arcadio again to assist her twice even though it was obvious that I was being assisted. I was hurt and thought I would be left momentarily to assist her instead however Ms. Arcadio explained that she was currently assisting a client and that she could notify her colleague to assist. The woman was unhappy with her response and asked again however, Ms. Arcadio restated she was assisting a client (me). I have never felt so respected/validated. I was floored by the kindness and acknowledgement of me as a patron. I also inquired about a scarf in which Ms. Arcadio suggested one that was perfect for my skin tone and overall style. I was thoroughly impressed and humbled by her professionalism. Thank you Ms. Arcadio for making my first visit to Hermès memorable and thank you for treating like a human being. I can only imagine that you deal with so many personalities and rude patrons. Your calm and coolness in the face of ugliness was refreshing. Ho avuto l'esperienza più piacevole facendo shopping all'Hermès a Firenze, Italia. Sono stato gentilmente assistito dalla signora Alessia Arcadio che era paziente, serena ed esperta nei prodotti Hermès. Entrando nel negozio era impegnata con una mamma e una figlia interessate a un braccialetto. Riconobbe la mia presenza e disse che sarebbe stato con me a breve, tuttavia, restituendo il suo sguardo e la sua piena attenzione. Annuii e attesi pazientemente, tuttavia, cominciai a far pensare alle farfalle che forse non avrebbe pensato che fossi lì per comprare. Vedi, avevo letto recensioni orribili su Hermès su Yelp, quindi ero un po 'nervoso. Dopo 5-7 minuti, la signora Arcadio venne da me e mi chiese come poteva aiutarla. Ho condiviso che ero interessato alla cintura Hermès, tuttavia, non ero sicuro della mia taglia. Immediatamente è andata a prendere alcune opinioni e al suo ritorno ho iniziato a provarle. Mentre mi assisteva, una donna le si avvicinò e le chiese di aiutarla. Ho pensato che fosse scortese soprattutto quando la donna mi ha guardato con disgusto e ha chiesto di nuovo alla signora Arcadio di aiutarla due volte, anche se era ovvio che mi stesse aiutando. Sono rimasto ferito e ho pensato che sarei stato lasciato momentaneamente per aiutarla, ma la signora Arcadio ha spiegato che stava attualmente assistendo un cliente e che poteva consigliare al suo collega di aiutare. La donna non era contenta della sua risposta e chiese di nuovo, tuttavia, la signora Arcadio ha ribadito che stava aiutando un cliente (me). Non mi sono mai sentito così rispettato / convalidato. Sono stato colpito dalla gentilezza e dal riconoscimento di me come mecenate. Ho anche chiesto una sciarpa in cui la signora Arcadio ne ha suggerito una perfetta per il tono della sua pelle e il suo stile generale. Sono stato profondamente colpito e umiliato dalla sua professionalità. Grazie, signor Arcadio, per aver reso memorabile la mia prima visita a Hermès e grazie per avermi trattato come un essere umano. Posso solo immaginare che tu abbia a che fare con così tante personalità e mecenati. La tua calma e freddezza di fronte alla bruttezza era rinfrescante. read more