Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Goyard on August 24, 2024 because my plummet bag had a tear. I corresponded with customer service **** ******** **** ******************************* and was told that it could be repaired and that I would receive a shipping label for return on Aug. 29th, 2024. After several emails, I finally got a return shipping label from them on 11/13/24. The bag was sent to their New York office w/ their label via ***** and received and signed for on 11/19/24. I have sent 5 emails to them via the email thread and through their website between then and now and haven?t received any acknowledgement of receipt of my bag or of the status of repair. I have asked for either the repair or for them to just return the bag so that I can get if fixed somewhere else. The bag was over ******** and I?ve only been able to use it a few times. I was also advised by ******** **** to stop using the bag on August 26th when they first responded to my initial request, so have been unable to use the bag I purchased for over 4 months now. This seems unfair and unlike my experience with any other reputable, luxury brand.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for goods. I paid for shipping. I anda GUARANTEE, delivery signature required. Yet I had ***** deliver my package to a a stranger all caught on camera. Spoke to the boutique ********************. Ive been getting avoided l, ignored. I have spoken to the shipper Fed ex has taken liability and have apologized although their insurance can only compensate the shipper Goyard they have for whatever reason not done. And have not refunded me! I have given them videos the case from fed ex. For a company so luxurious and the lack of customer service does not go hand in hand. I need a resolution and my refund.

  Business Response

  Date: 07/09/2024

  Client transacted in store then requested the order shipped to her home.
  An unknown person signed and took the package from ******
  GRD contacted ***** who took accountability for the mistake.
  ***** and confirmed the claim is under investigation and currently awaiting evaluation.
  The client has tried to get in contact with the store advisors for an update.
  There aren't any additional steps for the store to take as ***** is in control and handling the case.
  The client has filed a case with the BBB for Goyard not contacting and giving her an update.
  GRD management have followed up with the client re confirming ***** case is open.
  GRD management has followed up with ***** to confirm the case status and next steps.

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I placed my order since April! We are in July! I emailed and texted and no reply. I went through so much trouble just trying to find a contact from Goyard that can please look into this. Being fhat I did my part with ****** They have taken accountability but yet Goyard has not refunded me! Im out 1800! Its not right! 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a purse from Goyard *************. This was conducted over the phone through a salesperson as you cannot buy online. I received my bag in the said time. Upon receiving the bag, it was in good shape. Within two weeks of using the bag one side of the goyardine (decorative motif) melted off the bag. The leather trim on the bag even rubbed its green color (and the leather was peeling) on the area of my closet it was hanging in and on other clothes/surfaces. I reached out to them immediately in May 2023 and I am still dealing with this issue. They stated that I had to go through forms and emails to receive a return label so they could inspect it and then decide if they would repair it and if they would charge me. I followed all of these requirements and received an email on 9/25/23 stating that they had received my bag and that I would hear back from them within **** days (and maybe earlier). I havent heard anything despite emailing them multiple times basically begging for some type of a response. There is no phone number to call for help. I am very frustrated and cannot believe a luxury brand that charges these prices would treat customers like this. Also - on a side note, I purchased a similar bag from them in ****** in September 2021 and it has the same decorative coating. It still looks brand new despite frequent use which also leads me to believe that this item was of lesser quality.

  Customer Answer

  Date: 12/03/2023

  At this time, I have been contacted directly by Goyard regarding complaint ID ********, however my complaint has NOT been resolved because:

  Dear *******************,
  
  We understand that you may be frustrated with the outcome, but please know that your piece has been thoroughly evaluated by both our local and international workshops.
  
  After careful consideration, we have determined that the decision will not change. The evaluation result is primarily due to normal wear. We apologize for any disappointment this may cause.
  
  We appreciate your understanding in this matter. We would like to inform you that this will be our final communication regarding the evaluation. However, we would like to assure you that an email from ***** will be sent separately to provide you with your tracking information.
  
  Please note that a signature will be required upon delivery to ensure the safe arrival of your package.
  
  **** *********************************************************** ******** ******* * ******** *********************************************************** *********************************** * **************
  

   

   They have deemed this to be normal wear and tear of a $2100 bag created to be used as a tote for wet items like bathing suits after wearing it 5 times  

   

  Sincerely,

  *************************

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a purse from Goyard on 3/25/22 for $3,000. I used it lightly about 6 times and noticed the lining was tearing at the flap where you open and close the bag. I was always careful with it. I emailed the store on 6/3 and they said I could pay to get it repaired. I did not spend $3k to pay for a bag that ripped. I contacted corporate and they said theyd need to evaluate the bag. I dropped it off at the store on 6/25. I followed up 3 times and they kept saying its still in review. I had to proactively reach out. I asked several times to just replace the damaged bag. They wouldnt answer me. I wasnt getting any type of updates while they held my bag. Finally on 8/22 they approved the repair at no cost. They said it would take another 3-4 weeks. It took 7 weeks when they confirmed it was ready on 10/12. I told them I was coming to pick up at the store. I showed up on 10/14 and they were unable to find my bag. Goyard still has my bag after 3 months. This has been going on for too long and they have not offered me any type of customer service for a $3k overpriced bag that was poorly designed. They confirmed I was not at fault but they ignore my request for a replacement. This was my first time buying from the company. Ive always wanted a Goyard, a prestigious luxury brand that has a long history. I saved up to buy myself something nice. But this is the worst customer experience Ive ever experienced. I just want a replacement. A repaired wont be the same. They wont even think to rectify the issue or offer a make good. Not even a discount on a defective bag. I still dont have my $3k bag. I feel robbed and ripped off. Im also reading online review and many others have had similar experiences. There is no accountability from this company. Im not going to be happy with the repair. The integrity of the bag has been compromised. I want a replacement or a full refund. Customer# ******** - Repair# ************

  Customer Answer

  Date: 11/15/2022

  At this time, I have been contacted directly by Goyard regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They've responded to me and I keep asking for a refund or replacement but they went ahead and replaced the binding. I'm not happy with the work. The stitching looks crooked. I honestly just want a refund because I think this would happen again. They won't respond to my request for a refund. They are forcing me to accept this as a fix because they still have my old bag and won't respond to my request for a refund or replacement. My emails go unanswered for days. My last email to them was on 11/6.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************************

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a bag from the miami goyard store, the 1st part of complaint is they NEVER ever discussed return policy nor did they have me sign a receipt acknowledging their policy. Thant part is fine but the bag I wanted wasn't their & no 1 asked me to order until the next day when i went to return the bag! Miami Goyard DOES NOT answer their phons so I reached out to ************** in *** and the lady emailed them to order me the bag I wanted, I have not spoken to anyone at the ***** store YET! but the bag that they sent is WRONG!!!!! and now no one answers, no one responds to emails, they treat customers like garbage, if they don't want to sell their products here and treat CUSTOMERS normal then why are they here! I ordered a black bag with the tan handle not a tan bag!!!! this is customer service AT ITS WORST!!!!!!!! please please please help bbb

  Customer Answer

  Date: 08/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Goyard regarding complaint ID ********.
  
  Sincerely,
  
  *****************************