6 ms·

I'm not surprised that high-end retail is still doing fine. People want the luxury purchasing experience to be luxurious -- they'd rather buy their luxury goods

I'm not surprised that high-end retail is still doing fine. People want the luxury purchasing experience to be luxurious -- they'd rather buy their luxury goods in boutiques than get them delivered in a cardboard box from Amazon. Part of that may simply be wariness about spending a lot of money on stuff that's going to be shipped and could be lost, but that's not all. Owning the luxury goods themselves is only part of the experience -- being treated well during the purchase and during future customer service interactions is a big part of the draw of luxury items. You don't get that from most online retailers.

GeneralMayhem 9y ago
I think the bigger part is that a lot of luxury goods are very hard to select without seeing them in person. Clothes are an obvious one, since you wouldn't want to buy them without trying them on (and, at the higher end, getting them tailored). But the same goes for all sorts of fashion products - leather, handbags, jewelry... you don't know whether it's what you want until you can try it on, feel the material, and see the true color.
- celim307 9y ago
  Very true, and staff at these places offer an experience. They curate a specific look for you and are subject matter experts. I went to a high end dispensary and the experience vs a more basic one was more than worth the premium
- ijidak 9y ago
  And the fear of counterfeit. Buy a $100 handbag and maybe it's counterfeit, oh well. Buy a $2,000 handbag and maybe it's counterfeit, unacceptable. Except for dedicated online outlets delivered by the luxury brand itself, which luxury brands are no doubt loathe to do (e.g. why cannibalize my own stores, when no other company distributes my brand anyway), I doubt people would ever buy specific high-end brands they covet online without some serious guarantees of authenticity. But again as a high end exclusive brand, why do I want to make it easier to buy my exclusive goods online?
skellera 9y ago
Unless you buy that kind of stuff, you don't really know how well they treat you in those situations. You are literally a client of the sales person, not just some shopper. They keep in touch, they let you know when things that you might like come in, just all around amazing service. Obviously that comes with the cost.
- xxpor 9y ago
  That honestly sounds like a nightmare. The last thing I want when shopping is to be hassled by salespeople.
  - deleted 9y ago
    [deleted]
  - MiddleEndian 9y ago
    Agreed. I recently went to a store like this to purchase a light fixture where I continuously had to interact with a salesperson who referred to their customers as "clients" and I quickly became exhausted. I will purchase my light fixture online or perhaps Home Depot.
  - skellera 9y ago
    It isn't "hassled." The way sales people interact with you at normal stores is nothing like the interaction at a higher end store. If you don't want to be bothered in a high end store, you aren't bothered.
- dillondoyle 9y ago
  Really good stores and salespeople are magic and I totally buy into their illusion. I love going to the Gucci store it's kind of the pinnacle of service you can't get online. 1:1 salesperson follows you and helps pick out pieces and pull sizes, usually with sparkling water to take your time. As you mention you can build a relationship past one transaction. They always compliment: you look great, good fit, makes you look skinny, etc. Really good salespeople pick up on your style and provide actual good direction. Sometimes I'll get this is the last size we have in the US type tactic, which for most stores would be total BS to me right away but for them I almost buy it (Gucci does intentional small runs to sell out now it seems). The psychology of it works (for me at least) even if you know they're tricking you to spend more (less deceitful hard to describe, like massaging you with dopamine into spending more $)! That's the magic. I always go in with one specific item in mind that I researched online but never leave with just one thing... I recently saw that Intuit is now offering a live 'accountant' videoconference to fill out your turbotax. I wonder how far off we are from using some AR/VR and live person to facilitate more of this in person shopping service remotely.
paulcole 9y ago
> People want the luxury purchasing experience to be luxurious -- they'd rather buy their luxury goods in boutiques than get them delivered in a cardboard box from Amazon. Just curious, did you look at the article? This is one of the main points in it.
Animats 9y ago
It's that mindset that leads many semi-rich people to bankruptcy. Most NFL and NBA athletes go bust after their athletic career. You can only spend about 4% a year of what you've got.
- twblalock 9y ago
  Athletes don't go bankrupt because they buy expensive things. They go bankrupt because their family, friends, and financial advisors take advantage of them and siphon off their money for their own purposes.
  - hueving 9y ago
    Of course they do. They buy cars, boats, restaurants, etc that all plummet in value.
    - twblalock 9y ago
      Yeah, but they do that because their corrupt financial advisors tell them to, and enrich themselves on the fees.
      - hueving 9y ago
        There is no financial advisor suggesting the purchase of boats or cars.
icantdrive55 9y ago
High-end retail boutiques will do just fine because the rich love to buy. Especially new money. They literally think their luxury cars are cool. And how do you get a wife, if you don't showcase your wealth? Personally, I would like to close up the rich boy clause in citizenship clause. (Note: This eyesore is in Miami. They could cut off Miami from the United States, and only foreigners would notice. I think I'll get creamed for this post. Don't care for the wealthy, and that goes double for the thieving foreigners who escape here with their wad.)

GeneralMayhem 9y ago

I think the bigger part is that a lot of luxury goods are very hard to select without seeing them in person. Clothes are an obvious one, since you wouldn't want to buy them without trying them on (and, at the higher end, getting them tailored). But the same goes for all sorts of fashion products - leather, handbags, jewelry... you don't know whether it's what you want until you can try it on, feel the material, and see the true color.

celim307 9y ago
Very true, and staff at these places offer an experience. They curate a specific look for you and are subject matter experts. I went to a high end dispensary and the experience vs a more basic one was more than worth the premium
ijidak 9y ago
And the fear of counterfeit. Buy a $100 handbag and maybe it's counterfeit, oh well. Buy a $2,000 handbag and maybe it's counterfeit, unacceptable. Except for dedicated online outlets delivered by the luxury brand itself, which luxury brands are no doubt loathe to do (e.g. why cannibalize my own stores, when no other company distributes my brand anyway), I doubt people would ever buy specific high-end brands they covet online without some serious guarantees of authenticity. But again as a high end exclusive brand, why do I want to make it easier to buy my exclusive goods online?

skellera 9y ago

Unless you buy that kind of stuff, you don't really know how well they treat you in those situations. You are literally a client of the sales person, not just some shopper. They keep in touch, they let you know when things that you might like come in, just all around amazing service. Obviously that comes with the cost.

xxpor 9y ago
That honestly sounds like a nightmare. The last thing I want when shopping is to be hassled by salespeople.
- deleted 9y ago
  [deleted]
- MiddleEndian 9y ago
  Agreed. I recently went to a store like this to purchase a light fixture where I continuously had to interact with a salesperson who referred to their customers as "clients" and I quickly became exhausted. I will purchase my light fixture online or perhaps Home Depot.
- skellera 9y ago
  It isn't "hassled." The way sales people interact with you at normal stores is nothing like the interaction at a higher end store. If you don't want to be bothered in a high end store, you aren't bothered.
dillondoyle 9y ago
Really good stores and salespeople are magic and I totally buy into their illusion. I love going to the Gucci store it's kind of the pinnacle of service you can't get online. 1:1 salesperson follows you and helps pick out pieces and pull sizes, usually with sparkling water to take your time. As you mention you can build a relationship past one transaction. They always compliment: you look great, good fit, makes you look skinny, etc. Really good salespeople pick up on your style and provide actual good direction. Sometimes I'll get this is the last size we have in the US type tactic, which for most stores would be total BS to me right away but for them I almost buy it (Gucci does intentional small runs to sell out now it seems). The psychology of it works (for me at least) even if you know they're tricking you to spend more (less deceitful hard to describe, like massaging you with dopamine into spending more $)! That's the magic. I always go in with one specific item in mind that I researched online but never leave with just one thing... I recently saw that Intuit is now offering a live 'accountant' videoconference to fill out your turbotax. I wonder how far off we are from using some AR/VR and live person to facilitate more of this in person shopping service remotely.

paulcole 9y ago

> People want the luxury purchasing experience to be luxurious -- they'd rather buy their luxury goods in boutiques than get them delivered in a cardboard box from Amazon. Just curious, did you look at the article? This is one of the main points in it.

Animats 9y ago

It's that mindset that leads many semi-rich people to bankruptcy. Most NFL and NBA athletes go bust after their athletic career. You can only spend about 4% a year of what you've got.

twblalock 9y ago
Athletes don't go bankrupt because they buy expensive things. They go bankrupt because their family, friends, and financial advisors take advantage of them and siphon off their money for their own purposes.
- hueving 9y ago
  Of course they do. They buy cars, boats, restaurants, etc that all plummet in value.
  - twblalock 9y ago
    Yeah, but they do that because their corrupt financial advisors tell them to, and enrich themselves on the fees.
    - hueving 9y ago
      There is no financial advisor suggesting the purchase of boats or cars.

icantdrive55 9y ago

High-end retail boutiques will do just fine because the rich love to buy. Especially new money. They literally think their luxury cars are cool. And how do you get a wife, if you don't showcase your wealth? Personally, I would like to close up the rich boy clause in citizenship clause. (Note: This eyesore is in Miami. They could cut off Miami from the United States, and only foreigners would notice. I think I'll get creamed for this post. Don't care for the wealthy, and that goes double for the thieving foreigners who escape here with their wad.)