Beyond terrible customer service that pales in comparison to real luxury brands. After an online order shipment was lost, I was forced to wait 20 days to even get someone to consider a refund; this took several calls and the wait times on the phone were over 30+ minutes before someone would answer. Their inept customer service people couldn't comprehend that since the shipper lost the package, it was then an issue between Hermes.com and FedEx not me-the customer. Their policies are beyond asinine and now I understand why even my richest friends look down on this brand.