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Hermès has since introduced sensitivity training, and Robert Chavez, the president and CEO of Hermès USA, is very sorry for the trouble and embarrassment Oprah experienced. "I'd like to say to you that we're really sorry," he says, "for all of those unfortunate circumstances that you encountered when you tried to visit our store in Paris. … We really try to service all of our clients all over the world. … It was an isolated incident. It is not who we are."