Goyard Boutique NY review: Goyard service New York branch

I’m a regular customer of GOYARD Paris boutique since 2011. When customer loves a brand they expect also the brand share the same. BUT after dealing with GOYARD NY store am shocked and disappointed, they fail to provide a positive customer experience. If GOYARD care about their customer they will respond in a deep way to their customer’s needs. Maintaining customer relations requires attention and efforts which show that brand listening to them, paying attention to their requests, their expectations.

I was in US, Saint Louis on October for 4 weeks for my daughter surgery. We went to New York for 2 days only and I visited GOYARD NY store. First day we (myself, my husband and my disabled kid in wheelchair) waited in line for one hour and 45 minutes to get to the store then store security apologized because the store about to close in 30 minutes and all salesmans busy. Then I visited the store the second day and waited in line for one hour, then I get to the store and the salesman who attended me was not supportive, not nice and the bag I want not available at that time, more salesman didn’t allow me to take photos for my friend and even didn’t allowed me to touch bag, then I bought (Vendome mini bag).

Whereas when I visited Chanel and Louis Vuitton stores in NY, once they notice my disabled kid in wheelchair immediately they entered us in the shop without waiting in line.

When I reached my country Dubai I found my friend not interested in bag I bought I tried my best to reach store through phone calls, emails, Instagram but no luck (I have emails as proof).

Then I contacted Goyard Paris boutique and requested them to ask NY branch to contact me. After that Sola Yoon saleswoman from GOYARD NY store replied me back telling me only exchange can be done if physically I can come to NY store. I agreed with her that I will send someone (personal shopper) to NY store for exchange. BUT I explained her that this personal shopper I will pay him to visit store and do exchange, the moment she will arrange requested bag Saigon then personal shopper will visit them.

After that Sola arranged the bag by December 14, but pressurized and stressed me to do exchange within a week by December 14th. Without considering distance (am from Dubai), FedEx company, Dubai Customs, US customs and how I will manage to get someone physically to NY store. More Sola forced me exchange must be equal or greater value” I just picked a wallet to close deal and exchange by December 14th. Because at that time my main concern was exchanging bag.

My previous sale I paid total of $4,050.16

(Vendome Mini = $3,260 + bag belt = $460)

requested new bag Saigon Souple, Mini Bag=$3,560

Matignon Mini Wallet =?

And at exchange time they asked me to pay difference = $609

I instructed my personal shopper to pay difference but I wasn’t expecting this much $609 (at exchange time I wasn’t reachable Dubai is 9 hours ahead of New York)

Second day I sent email to Sola explaining am disappointed because you forced my personal shopper to buy additional item and am requesting you to refund me wallet amount only because it's too expensive, BUT she refused refund telling me this final sale.

MORE the store made me pay NY sales tax of $330.16 although I mentioned at sale time am reside abroad (am from Dubai) and exporting the bag? Sola refused to refund me the NY sales tax upon production of proof of export out of the US, and this is against the Sales Tax rules.

Regards

Noura Ibrahim

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