Maison Goyard — Local services in Beverly Hills

I've read some Past reviews regarding the performance of the staff and there are so many poor reviews I was on my guard and watching everything. Being a first time client, I was apprehensive due to all of the prior one star reviews regarding waits in line and staff attitude. With this knowledge, I showed up 20 mins before opening and there were 4 people already in line. Also, they had appointments (who knew you could make an appt?). They opened at 10:04 AM and let the first person in. Then 1-2 mins later another and so on. I figured out why they do this. This is not Macy's! It is not for the masses to come in and browse unescorted. They limit the amount of people in the store at any one time, based upon the availability of sales person's free. One comes in and is assigned a sales assistant and so on, until all sales staff are taken. Now, you will wait in line until a client exists the store, making room for the next guest. They know who is in the store, assigns each person to a sales associate and that associate will escort you out at the conclusion of the transaction. It is very organized and controlled. If you are not used to that type of system, that might ruffle your feathers, but it is how they choose to operate. Having said that, I got in at 10:07 AM, three minutes in line because I came early. I was escorted in by the door person and assigned a sales person (Jason). He was very nice, polite and professional. I knew what I was after so it was easy on him as well. He retrieved the purse and while he expertly packaged the purchase, I was given to the cashier. Once payment was executed, I was handed my bag and escorted out. I was out of there by 10:14 AM.

While everyone's experience can differ, you will likely benefit by showing up prior to their opening 20-30 minutes. Hang out with your coffee and when they open you go in quickly. After that, your guess is as good as mine as to how you will be received by the individual sales person, but I was looking around and listening and everyone the morning that I went was professional and polite...a very high end experience. But remember, these purses are not inexpensive and these sales persons are used to dealing with a more financially viable clientele, who may ask less questions and be concerned less with cost. So, they may irritate easily if you take up too much of their time. That and if they are on commission, you'll be costing them money if you go there with no idea what you want or are just browsing. Based on my experience, I will go back and ask for the same salesperson as he was a pleasure to deal with.

One criticism for Goyard, they don't seem to answer their phones. I brought up to the cashier that I called incessantly for 3 days probably 150 attempts. I also called the NY store and they failed to answer as well. They stated that they have a large call volume with no one dedicated person to answer phones, As we were speaking I saw the phone next to her and no one was calling. I would suggest that they fix this because people drive some distance for some to get there and if the purse is not in stock, and it's a gift that requires it to be available now, it is a wasted trip that could be prevented with a phone call and a quick stock check. Fortunately for me, my wife's purse was present...

BUYER BEWARE! If you must buy a Maison Goyard bag, do it anywhere EXCEPT the Beverly Hills location. This is the first Google review I have done in years. I am definitely not a customer who will go out of their way to complain and cause a problem for a company trying their best to sell a product or service. But this service has been absolutely terrible. This store should be competing with the customer service of grocery stores - not high fashion. This is truly the absolute worst store I have ever been a customer of. In November of this year I drove 2 hours and purchased a $2K bag for my wife, which is a lot of money for anyone. The staff at the Beverly Hills rushed me through the sales process to “buy the bag and go” while they promised the moon for how accommodating they will be for me if I have any issues and not to worry. Fast forward to today. I have sent a total of 16 emails over the past month and I have been calling 1x per day for weeks (I put a reminder on my phone). They have never ONCE responded to my emails. They not only don’t answer the phone (literally never once) - I just get an automated response from a robot each time saying to call back (it doesn’t even identify the store I am calling). I even sent a message to corporate Maison Goyard a few times about the Beverly Hills store politely asking for someone to contact me. Not a single response from them either and it has 2 weeks. Completely out of options (both Beverly Hills and corporate clearly aren’t going to help), I just called another Maison Goyard (Dallas) and within seconds a nice person answers the phone and asks what she can do to help me. Unfortunately she said there is nothing she can do if I was a customer of the Beverly Hills store and best of luck and apologized when she heard my story.

I then did a little more research and I have learned that each Maison Goyard store is owned by a different entity / person. Which explains a lot. If you want to buy a Maison Goyard product and live in the LA Metro area, I would encourage you to order the bag from the Dallas store. They take orders over the phone and will ship it directly to you.

Hope this is helpful. Wish I had read something like it before I gave $2K of my money to a...

I’ve had the worst luxury retail experience in my entire life today to the point I couldn’t even believe it happened. I can’t even say I was greeted by the SA because when we met eye contact, the Asian male SA quite literally sighed and asked what he could do for me as if it was a chore. I ignored his attitude thinking maybe I misread his tone and then told him I was interested in the small tote bag. He then proceeded to ask in the rudest manner: “canvas or leather.” Confused by his abruptness and attitude, I politely asked to see the canvas version. He pulled it out from the drawer and smacked the bag on the counter like a dead fish for me too see. I didn’t even know how to respond to his behavior I was so appalled. The tote wasn’t what I was looking for so I told him thank you but I wasn’t interested in the canvas but maybe leather. He then tells me it doesn’t come in leather when he already previously asked if I wanted canvas or leather. I started to say “oh thank you then…” and then he cut me off and replies “THANK YOU BYE”, completely dismissing me and walking away. No one should treat anyone like that, let alone while you’re getting paid and on the job. I was so offended this happened and went to Google reviews to see if anyone shared a similar experience and behold… there’s about a dozen people who have experienced the same poor customer service. I sincerely believe this man needs to be fired. He’s not only ruining the brand image but also negatively affecting peoples lives! I don’t want anyone to have to experience his rudeness ever again. That’s how awful it was!!! Based off the reviews I can see the customer service is really getting out of hand. I hope someone with more power can put an end to this madness because todays experience was really disgusting and I don’t wish for this to happen to an innocent...