St Louis strap/handle cracking/breaking/wrinkling problems

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#166
Hi Shelly, I'm sorry to hear about your experience. 4 months of light use should now cause this and even if Goyard considers these entry level bags, they are still objectively pricey for what they are, which is a large open tote bag. I bought my Black/Black GM in November only used it about 5 times but it was really used, carrying moderate weight and walking around with it for hours. I just figured now that I have it, lets see how it performs the way I intend to use it. Grateful it still looks great. I say this because with light use, yours should not have cracked; and you're right, just because you noticed it now does not mean it did not happen earlier.

I am wondering, is it the leather that is cracking, or the glaze that is cracking? Either way I think it is too early for this to happen and I hope this is resolved without an expense.
 
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#167
Coconuts40 said:
Hi Shelly, I'm sorry to hear about your experience. 4 months of light use should now cause this and even if Goyard considers these entry level bags, they are still objectively pricey for what they are, which is a large open tote bag. I bought my Black/Black GM in November only used it about 5 times but it was really used, carrying moderate weight and walking around with it for hours. I just figured now that I have it, lets see how it performs the way I intend to use it. Grateful it still looks great. I say this because with light use, yours should not have cracked; and you're right, just because you noticed it now does not mean it did not happen earlier.

I am wondering, is it the leather that is cracking, or the glaze that is cracking? Either way I think it is too early for this to happen and I hope this is resolved without an expense.
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It's the leather - I added another photo. I tried adding more but I keep getting error notices about the files being to large on my iPhone. Also as I do the math I bought this bag in early September but it was then shipped to me so really it's been just over three months and I've probably carried it a dozen times. :(

Literally makes me want to cry bc I love this bag so much and have babied it. I love the look of Goyard so much. I have been planning to buy so much more as I am tired of Louis and Chanel. [emoji22][emoji22][emoji22][emoji22][emoji22]
 

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#168
Shelly319 said:
It's the leather - I added another photo. I tried adding more but I keep getting error notices about the files being to large on my iPhone. Also as I do the math I bought this bag in early September but it was then shipped to me so really it's been just over three months and I've probably carried it a dozen times. :sad:

Literally makes me want to cry bc I love this bag so much and have babied it. I love the look of Goyard so much. I have been planning to buy so much more as I am tired of Louis and Chanel. [emoji22][emoji22][emoji22][emoji22][emoji22]
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Wow, the leather is also cracked- that's just plain ridiculous!! I hope they fix this at no expense, that is definitely a defect.
 
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#170
gheaden said:
I will also keep everyone updated about my wife's Hardy. She has the same issue, although had it about a year it doesn't get much use.
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Thank you. I have updates but would prefer to wait to see how this gets resolved. I will say it took some arm twisting to get them to even accept my bag for inspection. They informed me in an email which I will share if this does not turn out well that cracking is the result of normal wear and tear even after i explained that the bag had been used lightly and for only three months. I was told it may take two months for me to hear back. Incidentally I did call another boutique to see if any of their other bags have issues and was told that only a couple of the models won't have cracking handles like the Voltaire. I find this very disconcerting. If this issue is not resolved as requested I will file complaints with state consumer protection agencies and the federal trade commission. A company should not misrepresent to clients the durability of their bags and also continue selling defective bags. I don't think they are all defective as I have friends who have the bag and have had no cracking on the St. Louis but clearly there are issues with many of their bags. I have been on eBay and consignment sites and have seen cracking on the sac hardy too. I think they have gotten away for so long with clients who don't push back and so they think it is ok to continue selling these items with these issues and brushing off clients. I am not one of those people and I will push back and given that I also am in the legal field, I know what my rights are as a consumer.
 
#171
Shelly319 said:
Thank you. I have updates but would prefer to wait to see how this gets resolved. I will say it took some arm twisting to get them to even accept my bag for inspection. They informed me in an email which I will share if this does not turn out well that cracking is the result of normal wear and tear even after i explained that the bag had been used lightly and for only three months. I was told it may take two months for me to hear back. Incidentally I did call another boutique to see if any of their other bags have issues and was told that only a couple of the models won't have cracking handles like the Voltaire. I find this very disconcerting. If this issue is not resolved as requested I will file complaints with state consumer protection agencies and the federal trade commission. A company should not misrepresent to clients the durability of their bags and also continue selling defective bags. I don't think they are all defective as I have friends who have the bag and have had no cracking on the St. Louis but clearly there are issues with many of their bags. I have been on eBay and consignment sites and have seen cracking on the sac hardy too. I think they have gotten away for so long with clients who don't push back and so they think it is ok to continue selling these items with these issues and brushing off clients. I am not one of those people and I will push back and given that I also am in the legal field, I know what my rights are as a consumer.
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Shelly, I'm really amazed it is this difficult to get them to even look at your bag. I personally think they have had so many complaints that they figure if they push back, people will eventually back off. Great that you're in the legal field!! It's great you are not backing off. Good luck and please keep us updated.
 
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#173
Shelly319 said:
I purchased a goyard in early September and today I noticed this on every handle! I am so very sad and disappointed. I have used the bag only occasionally on weekends and have never carried anything heavy in the bag and the bag is in otherwise superb condition except for the handles! I can't believe this happened. Has anyone else had this problem?
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Yep. My Goyard also got holes in each corner. Won't buy one again. Sorry you're experiencing this.
 
#174
Shelly319 said:
Nope. Not backing off. As a customer and consumer I have rights and when a company is clearly in the wrong they need to rectify the situation.
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Wow! Goyard as a company has never been a brand that I've considered but after reading this I never will. If they know about specific defects and can't own up to them then why should anyone consider purchasing from them?
Thank you for the 'heads up' and I wish you luck in resolving your issue.
 
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#176
Ryan said:
Yep. My Goyard also got holes in each corner. Won't buy one again. Sorry you're experiencing this.
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Ugh. Just terrible. Is yours a St. Louis too?

alansgail said:
Wow! Goyard as a company has never been a brand that I've considered but after reading this I never will. If they know about specific defects and can't own up to them then why should anyone consider purchasing from them?
Thank you for the 'heads up' and I wish you luck in resolving your issue.
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Thanks!

missyb said:
I just returned my new St. Louis today at BG bc I don't want to deal with issues like unfortunately you are.
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I think you made the right decision given what people are saying on here aside from what I've experienced. Hopefully it will not take two months to resolve this issue and at this point I don't know that I want another St. Louis given what people are saying. I have heard a couple models don't have the cracking handles issues and perhaps I should upgrade, but the thought of spending more on a bag that could have holes now bothers me.
 
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#179
Took mine into BG yesterday. Initial SA told me that this is considered normal wear and tear. I explained that this is not normal under any circumstances, especially a bag that costs over 2K. Ended up getting the manager involved and she explained that after one year they charge $415 to replace, but will send information to Goyard to see what they say. She noted the condition of the bag and stated how pristine it looks. I said exactly! There is no reason that this should be acceptable!!! I anticipate a response in the next 4 weeks or so, but will NEVER buy another Goyard, regardless of how this gets resolved.
 
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#180
gheaden said:
Took mine into BG yesterday. Initial SA told me that this is considered normal wear and tear. I explained that this is not normal under any circumstances, especially a bag that costs over 2K. Ended up getting the manager involved and she explained that after one year they charge $415 to replace, but will send information to Goyard to see what they say. She noted the condition of the bag and stated how pristine it looks. I said exactly! There is no reason that this should be acceptable!!! I anticipate a response in the next 4 weeks or so, but will NEVER buy another Goyard, regardless of how this gets resolved.
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I am so sick of hearing that this is normal wear and tear. This is exactly what I was told when I first complained and also by a manager at a Goyard store and also by Goyard corporate. I agree that it is absolutely unacceptable. How old was yours and which one do you have? I was told it would take two months for a response. Did you leave the bag with them? I don't think enough customers are pushing back. This to me sounds like something the federal trade commission ought to look into. https://www.ftc.gov/news-events/media-resources/truth-advertising/protecting-consumers. In my case an sa told me that the bag was changed so the straps wouldn't crack anymore. Well now I know that is a load of crock. The fact that they continue to sell a faulty product is very problematic.
 
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