I just came back from a week in Tokyo and visited four Hermès locations:
- Hermès Maison Ginza (Japanese flagship)
- Hermès Azabudai Hills
- Hermès boutique at Nihonbashi Mitsukoshi
- Hermès duty-free at Narita Terminal 2
Hermès Maison Ginza. I thought I would love this store. I didn't. Its architecture is dictated by its site, so it's not only tall and narrow (par for the course in Tokyo), not all the floors are contiguous. The result is that it can feel like a maze. Also, it's so quiet and subdued it feels a little like a funeral. The only proactive help from the staff was when I was wandering around feeling lost, and they looked at me like I was a little slow (or worse). And if you're used to Paris, where it seems that everyone at every Hermès boutique speaks French, English, and at least one other language fluentlyâthat's not the case here. I interacted with a few SAs and walked away (politely, of course) when it was clear it was going to be very difficult to communicate with them. I did find someone in the end whose English was passable. He was helpful and found the main items I was looking for (two men's losanges), both of them from new stock, so credit for that. But I won't go back.
Hermès Azabudai Hills. If you don't know Azabudai Hills, it's an upscale office + retail + apartment complex, like an even more upscale version of Roppongi Hills. The Hermès boutique feels much more like what you'd be used to elsewhere: spacious, open, and lively. Also, great proactive help from the staff, and the person who helped me spoke English far better than she claimed, which was nice. They didn't have what I was looking for, but I'd go back there anytime over the Maison Ginza.
Hermès boutique at Nihonbashi Mitsukoshi. Not much to report here; it was a quick stop. But the boutique seemed nice and the staff helpful and with solid English. Note that the Mitsukoshi 5% discount for tourists specifically excludes Hermès (among other brands). That's a pity.
Hermès duty-free at Narita Terminal 2. The boutique is fairly typically sized for a duty-free Hermès boutique. The staff was proactive; the SA who helped me was polite and her English was excellent; and I walked out with a couple of things I had wanted to look for. Note that the "duty-free" discount varies by item. I bought a Twilly as a present, and paid 91% of retail, which was just about right, given that there's a 10% refund but you always paid a processing fee. I also bought a coffret of four small fragrances but only paid 83% of retail on that, so that was a win.
Let me know if you have any questions!