Maison Goyard — Local services in New York

I've been a long time customer of Goyard. When they had a store in Barney's, I used to do my shopping at that location; however, when they closed that location, East 63rd Street became the only option in NYC. I purchased one tote bag there about a year ago. They weren't overly friendly and it was an easy sale as I came in knowing the item I wanted so it didn't require them having to show me additional items, etc. Today, I arrived at 4:15 PM and waited on the line to go in as it was to be a fast sale as I knew the item I wanted and their hours stated open until 6 PM. I waited on line for an hour as it said they were open until 6 PM. At 5 PM, the Security Guard told the customers waiting to enter that they were closing at 5:30 PM to put items away. I said I would love to be able to find out if they had the item I wanted in the desired color and could just purchase it since I was next in line and it was 5:20 PM. I was told they had it. At that point the Security Guard told me I could come back tomorrow (I was in shock they didn't want to take the 5 minutes to box up the item and make this lucrative sale). I asked what time they closed on Monday's as the website said 6 PM, but they didn't honor their posted hours today. He wouldn't answer and became so rude that I could feel the tears welling up in my eyes (that's how poorly he spoke to me that I was getting choked up and over what?! A silly purchase that was a luxury. Shame on me for having the reaction that I did!). Let's be real - they sell luxury goods and I wanted to make a purchase. Other waiting customers were privy to the nastiness bestowed upon me and were in shock. They then knocked on the door to ask a question and the Security Guard didn't want to answer asking if it was a "set up" meaning I put them up to asking. This was deplorable. I don't care if you're buying a bottle of water or an overpriced tote bag - treat customers with kindness. Whatever Security Company this very high end retailer is using should be told how customers are being treated. Lesson learned - take your business where it's wanted not where their Security treats you so poorly and loses a significant sized sale. And just so you know, according to Security who seems to have all answers for this brand, "we always close a half hour before closing time to put items away." How about posting accurate hours online? If you close 30 minutes before the posted closing time, then shorten the time posted by 30 minutes. Also, if you're not allowing more than 2 small groups of customers in at a time, perhaps take appointments so people aren't waiting on line for hours and being treated like they are being bounced at a club. I am truly sad and disheartened by today's experience. It's certainly one I won't...

I don’t get this store. They’d rather have their customers wait outside in 30 degrees for 2 hours while guarding a 90% empty store than let one more person in. They have plenty of room btw. For what purpose? to show that they are the number one most special most luxurious making their customer feel the most unique brand of the whole galaxy? This just comes out ridiculous. You are a Business, fed by the customers. I don’t think luxuries these days remember this anymore.

Call me old fashioned, but I can’t get why their bags that were designed to look like chicken egg baskets anything remotely fashionable as well. Seriously, look at the picture attached. How is this pretty? My old granny used to take one of these and go to the fresh produce market. If it wasn’t for my wife having to get such an egg basket, I would never waste my life hours+hard earned money on these ridiculous products. So people, just for once in your life, try to stop being a vain person. These stores shouldn’t have existed and you are the ones responsible for feeding them. You yourself don’t need an egg basket as well while being shown off by some other idiot. Think.

Edit Apr. 2024: Having seen the feedback from the majority of other reviews, I have something more to add. It seems people are mostly complaining about Goyard's New York store and their staff's attitude+service incapability. Some have suggested that the Paris store seemed to be more professional. I haven't been to the Paris one, but we did go to their Tokyo store in the Chuo district. Unsurprisingly, it offered us the exact same experience as the New York store: long wait+horrible attitude. After almost 2 hours, the staff politely suggested my wife to gtfo because the specific egg basket she wanted was not in stock, and suggested it was her fault not asking before coming in. This said a lot: it happened in Japan, a country whose culture is based on politeness where people in service keep apologizing to customers even when they are doing perfect. Obviously, this horrendousness is not unique to New York; it is unique to the Goyard brand. I don't care if their Paris store is rumored to be good. If one store fails, the brand fails, not to mention both stores I've been to. I can't say this enough: stop supporting the brand. If your mind is still lost in those heavily filtered instagram photos, I've added more realistic egg basket street shots for you to de-poison yourself. Take a look and make your...

Terrible experience. I waited an hour and a half on line to get inside and once I did, the sales representative were very rude and racist.

I recently purchased the Chien Gris Dog Carrier for my mother’s birthday for her senior dog and in honor of our family dog who passed away. Their names both start with D so I wanted it painted on the bag inside of a star to symbolize our deceased dog who turned into a star.

During my visit, a sales rep named Pauolo not only failed to assist me but also dismissed any and all questions I had regarding the customization process. I specifically brought in a reference photo and mentioned that I wanted my bag to look just like it, with different colors. Instead of providing the necessary details and assistance a trained sales rep would provide, Pauolo just handed me a ruler and said to figure it out. I felt unwelcomed and frustrated at this as he knew exactly what I wanted but chose not to help me. I was in the store for two hours trying to get everything right and it resulted in Pauolo pressuring me to signing off on the customizations before full review of the customizations. My repeated requests for measurement verification and assurance that the final product would look like the reference photo were met with refusal, and I ended up signing the paper without full assurance.

The final straw was not when I went to go pick up the bag to see the customizations were all wrong, but when I was faced with a racist comment from the cashier name Lamar. When I gave him my legal name and my English name, Lamar said “you guys always have some other name” referring to Asians like myself.

Upon visiting the store another day to discuss these concerns with the store manager, I witnessed Pauolo shaking his head in my presence, only reinforced my sense of being unwelcome and unheard.

Even with an email to corporate, my needs and experiences were dismissed once again and I’m now left with a bag that’s ruined. My mom and I are deeply saddened by such a horrible experience and the inability to honor our lost pet.

From the beginning to the end of my interactions with Maison Goyard's representatives, I did not feel valued as a customer, and it is clear that they were unwilling to provide the level of assistance and respect that should be expected from a...