Hello, I am new to this thread. I have just purchased my first Goyard, the Anjou tote. As with all my luxury handbags, I researched it pretty thoroughly before buying and I really wanted this purse. I am very upset that I have not been able to get my tote exactly how I wanted it to be. My experience with Goyard's customer service has been so indifferent and unresponsive, it is offensive.
Knowing I would be in London this month (from the U.S.), I wanted to buy the bag while there, admittedly for the tax refund. I had been calling the Mount St. store before my trip. They often had the bag in stock in the color I wanted but could not hold one for me (fair enough). They advised me to call 2 days before my arrival and they should have it in stock and could hold it for me at that time. When I called 2 days before my arrival, they didn't have the tote in the color I wanted and could not order it from the Paris store. I really wanted this tote and at the last minute I decided that when I arrived in London I would make a quick trip to to Paris and try to buy it there, which is exactly what I did, with no problem , except when it came to ordering the accompanying personalized tag.
I knew from my research that there is a lot of misinformation and confusion out there about the 'procedure' for acquiring this tag, even within Goyard. Knowing this, I called my local Goyard store before my trip and asked if I would be able to buy the tag there, if I had bought the tote in Europe. I was told 'yes, absolutely' . Nonetheless, I still asked about buying the tag when I was in Paris but was told - as I already knew from my research- they had to order it and ship it to me in the States, which costs about as much as the tag, making buying it in the States much more logical. The salesperson was helpful and checked with his manager and the European sales director and they both said 'no', the tag must be bought with the tote.
I admittedly took a risk and gambled on trying to obtain this tag when back in the States, since my local store had already told me they could order it for me. When I returned I called my local store and this time they read me the 'procedure' and said it wouldn't be possible. It was the same person who a week ago had said it would be no problem (he didn't recall this, of course). He was sympathetic enough and said he would speak with his manager and they would get back to me at the latest the next day. No one did, and when i called the next day it was the same person who answered. He said his manager had said it wouldn't be possible, EVEN if they had previously agreed to my purchasing the tag under these conditions. I calmly expressed my extreme disappointment. I don't know if he felt guilty or sympathetic or both, but he said he would check again to see if there was anything that he could do with his manager and would call me back without fail the next day (today). "Customer service is customer service," he said. Right. Once again, no one called me back.
At this point it doesn't look like I will get the tag, which for me is the special part of the purse. I don't love the purse as much without it. I am so upset by Goyard's behavior about this, which I find stubborn and arrogant- especially since i bought the purse one week ago and made it clear from the beginning that I want the tag, and also because I have done my homework and I know that Goyard has bent their own rules about this tag, more than once. I will admit I made a mistake in thinking they would oblige me, despite this stringent rule of theirs. I get their desire to maintain exclusivity and that they are a luxury brand, but this is ridiculous to me and just plain bad customer service. Is it such a big deal to order this tag for me? I even made a special trip to Paris to get it (they knew this, too). I have really been burned by Goyard and I don't intend to buy from them ever again.
Knowing I would be in London this month (from the U.S.), I wanted to buy the bag while there, admittedly for the tax refund. I had been calling the Mount St. store before my trip. They often had the bag in stock in the color I wanted but could not hold one for me (fair enough). They advised me to call 2 days before my arrival and they should have it in stock and could hold it for me at that time. When I called 2 days before my arrival, they didn't have the tote in the color I wanted and could not order it from the Paris store. I really wanted this tote and at the last minute I decided that when I arrived in London I would make a quick trip to to Paris and try to buy it there, which is exactly what I did, with no problem , except when it came to ordering the accompanying personalized tag.
I knew from my research that there is a lot of misinformation and confusion out there about the 'procedure' for acquiring this tag, even within Goyard. Knowing this, I called my local Goyard store before my trip and asked if I would be able to buy the tag there, if I had bought the tote in Europe. I was told 'yes, absolutely' . Nonetheless, I still asked about buying the tag when I was in Paris but was told - as I already knew from my research- they had to order it and ship it to me in the States, which costs about as much as the tag, making buying it in the States much more logical. The salesperson was helpful and checked with his manager and the European sales director and they both said 'no', the tag must be bought with the tote.
I admittedly took a risk and gambled on trying to obtain this tag when back in the States, since my local store had already told me they could order it for me. When I returned I called my local store and this time they read me the 'procedure' and said it wouldn't be possible. It was the same person who a week ago had said it would be no problem (he didn't recall this, of course). He was sympathetic enough and said he would speak with his manager and they would get back to me at the latest the next day. No one did, and when i called the next day it was the same person who answered. He said his manager had said it wouldn't be possible, EVEN if they had previously agreed to my purchasing the tag under these conditions. I calmly expressed my extreme disappointment. I don't know if he felt guilty or sympathetic or both, but he said he would check again to see if there was anything that he could do with his manager and would call me back without fail the next day (today). "Customer service is customer service," he said. Right. Once again, no one called me back.
At this point it doesn't look like I will get the tag, which for me is the special part of the purse. I don't love the purse as much without it. I am so upset by Goyard's behavior about this, which I find stubborn and arrogant- especially since i bought the purse one week ago and made it clear from the beginning that I want the tag, and also because I have done my homework and I know that Goyard has bent their own rules about this tag, more than once. I will admit I made a mistake in thinking they would oblige me, despite this stringent rule of theirs. I get their desire to maintain exclusivity and that they are a luxury brand, but this is ridiculous to me and just plain bad customer service. Is it such a big deal to order this tag for me? I even made a special trip to Paris to get it (they knew this, too). I have really been burned by Goyard and I don't intend to buy from them ever again.
