ComplaintsforMaison Goyard

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought HOBO BAG on June 11th in ******. After I went home, I opened the plastic film of the backpack, and I didn't like the color. I wanted to change the gray one! Because the light in the store made me unable to see the colors clearly, I went to the store today, June 26, to change the colors, but was told that I was not allowed to change the colors or styles. The reason is because I tore off the membrane of the strap and refused my request for a color change. When I bought it, no one told me that I could not tear the strap film, and no one told me any after-sales service precautions! My shop today, the staff attitude is arrogant, just give me a sentence, can not change color can not change style, no longer pay attention to me! I feel discriminated against!

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 15th, 2022 I purchased a purse from Maison Goyard and exchanged it on November 12th, 2022 for a bigger purse. Within one month of purchase the strap broke, the quality of this Goyards purse is poor and clearly defective. I went back to Goyard to have it exchanged or repaired on December 11th, 2022. The employee verbally stated it would be 4-6 weeks repair time. Since, the repair time seemed reasonable I left the purse with them. However, the repair sheet does not include the problem with the strap, I noticed the repair sheet indicated very used, which is impossible considering I had the purse less than one month, the purse was only used for special occasions during the month I had it. I left the purse at the store, with hopes it would be fixed within the repair time the employee told me. I visited the store on January 14th, 2023 and spoke with manager *********************** as to the status of the purse repair, which he indicated he had not heard a response from ******** or *****. On January 18th, 2023, the same manager called to say he still has not heard a response from ******** or ***** and would follow up with calls/emails. The last email I received was on April 21st, 2023, I was informed the purse was in ********. On April 23rd I emailed advising I can have my daughter pick it up in ********, since she lives there. As of then there has not been any correspondence to my requests. At this time I have not had the opportunity to enjoy the purse, and it has been more than 6 months with no action in repair. I even asked the Goyard manager if I could have a copy of all the emails that were sent to ******** or ***** and he refused. This whole process has been misleading and a nightmare. I am requesting a full REFUND.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Goyard bag on December 23, 2022 for $1753.65 as a gift for my wife. When completing the purchase, I asked the salesperson about the exchange policy and he stated as long as it is not used, it can be exchanged for credit towards another item. After the holidays, my wife decided to exchange the bag for a larger more expensive bag. I was unable to come back to the store until early March, the salesperson stated that the exchange policy is 30 days and pointed to a sign by the cash register. I explained to him that I did not see the sign and that the bag is unused and unopened from the package. He referred me to the manager and gave me his phone number to call him. The manager called me back a couple days later to inform me that their policy is firm and would not make any exceptions. I explained to him that I was not made aware of any sign in the store showing the policy, and I also explained to him what I was told about exchanges at the time of purchase. Furthermore, I explained to him that the receipt did not specify any amount of time for which a return/exchange would be allowed. With all this, the manager still refused to allow an exchange for a more expensive bag. Overall, I a extremely displeased with the customer service from this store. The communication is poor by their sales team. It would be acceptable to me if the receipt stated no returns/exchanges allowed after ******************************************************************************************** remembers the details of the sign. I also went to the Goyard website to search for their return/exchange policies. I was unable to find anything about a ************************************************************** issue complaints, it has been over 3 weeks, and I have not heard back from Goyard corporate. Please beware of the customer service at ********************, *********************.

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