A New Jersey woman seemed baffled by Hermes’ customer service after the company took more than a year to return her bracelet while trying to charge her $110 for a simple repair.
In a video with over 4.2 million views posted this August, Michaela (@michmazur) explained how she dropped off a bracelet gifted by her father, only to face immediate complications. When she went in on March 22, 2024, it took over an hour for staff to even “look at [her family],” which she attributed to their appearance. When a representative finally arrived, they added additional steps to the repair process.
Hermes “required” that her father, who purchased the bracelet as a gift, sign off on it being dropped off at the location. That extended their time in-store significantly. After her father confirmed the details, the store accepted the repair and gave an estimated collection date of June 22, 2024.
She was supposed to get the bracelet back then, but months went by without any sign that it had even been touched. “Call back a few times. No update… Not ready yet,” Michaela said.
Over a year without a repair
When she called again in August 2025, a Hermes representative allegedly said, “We don’t see this in repairs. It hasn’t been repaired yet.” Days later, they requested $110 to fix the bracelet. “If I had to pay $110 to repair the bracelet, I would’ve paid the $110 when I dropped it off for the repairs,” she added, completely exasperated.
The company waived the fee since it had already been over a year since she sent it in for repairs. But they then asked Michaela’s father to email once again to confirm his identity. He did so, but Hermes refused to release the bracelet to Michaela, saying it wasn’t enough confirmation.
“They just [emailed] us back. Email’s not good enough. Come here with your id. You have to pick it up. Your daughter can’t,” Michaela said.
Her dad, frustrated, told the company, “Let’s pretend like I’m dead ’cause I’m coming. I’m not coming to the office with my id, I’m going to corporate with my id. Because as [this is] my daughter’s bracelet, we already went through this. It’s been almost two years now. She still [doesn’t] have the bracelet and now my email [isn’t] good enough.”
After more than a year of waiting, Michaela said she’s tired of counting on it. Toward the end of her video, she added, “What is Hermes doing?”
Viewers critique the luxury brand
Many commenters were confused that Hermes, a luxury brand, had such poor customer service.
“Hermes is known for some of the WORST customer service to exist in the luxury brand world,” one user wrote.
Others said luxury brands often have similar issues, noting that purchases are permanently tied to the buyer’s name. “CARTIER IS THE SAME WAY!!!! My bracelet is tied to my ex for life and the process of getting it repaired took FOREVER with snotty customer service. Won’t be buying from Cartier anymore and Hermes now either. I hope you get your bracelet back soon.”
@michmazur @Hermes Paris WHAT ARE YOU DOING!!!????? #diabolical ♬ original sound – Michaela ??
Hermes responds
Once Michaela took the issue to social media and shared her video, Hermes finally responded. The company agreed to send the bracelet, dropping the requirement for her father to come in person.
“Hopefully it comes back fixed… and perfect,” she said, sounding exhausted by the ordeal.
By August 19, she finally got her bracelet back.
Some commenters still had notes for the company after seeing how the bracelet was packaged and returned.
“That packaging was NOT what I was expecting from Hermes,” one viewer said, referencing the “dirty-looking Ziplock bags” it arrived in instead of a box.
Others pointed out that the company didn’t shine or polish the bracelet before sending it back. There were visible scratches on the $800 piece. Overall, many viewers remained concerned about Hermes’ customer service, with some saying they would never purchase from the brand again.
The Mary Sue has reached out to Hermes via its press line and to Michaela via TikTok direct message for comment.
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