Maison Goyard - Bal Harbour, Florida

Ko12309

I am writing this review to detail my poor experience at Goyard Bal Harbour.

On December 29th, I purchased a Saint-Pierre Card Wallet in Navy Blue. This was my first Goyard purchase and I was very excited to become a new customer.

The next day, I noticed that there were two manufacturing defects with the pattern of the wallet. I returned to the store on December 31st to politely request an exchange. (Same style, color, etc).

The store associate informed me that because I put my cards in the wallet, that the unit could not be exchanged…and that the exchange could only occur if the item was unused (I did not notice the defect until after I started using it).

I find it odd that a company that prides itself on craftsmanship & quality would not exchange a manufacturing defect…especially two days after purchase. I understand that used items cannot be returned, however, manufacturing defects should be an exception.

This is the only company that I know of that would not exchange a defective product.

*I will be contacting Goyard directly and I will update this review detailing the outcome.

Sergio G. M.

We decided to stop by the store on a Saturday afternoon a couple of months ago to see a couple of bags that wife had been looking for a while and was undecided on which one to get.

There were several people inside the store so we had to wait 20 min or so for a sales associate to become available. Luckily, we had Bernard helping us and he showed us all the different options (style, size and color) of bags that my wife was looking for. She was between 2 bags and thanks to Bernard, she was able to select the bag that she was looking for.

She has been wearing that bag since then and absolutely loves it! It has travel with her all over the US and overseas since she can carry all her makeup, wallet, phone, lotions and even an iPad.

Once again, thank you so much all the staff, particularly to Bernard for all the help and service. We will definitely be coming back soon.

Dustin S.

Came here with my wife to pick out a purse for her. Lauren was our associate, and was incredible. She was attentive and brought every bag and piece we wanted to see. We even got a few extra pieces before we left. Wonderful experience with amazing staff who were so attentive and pleasant to work with.

Christopher I.

I contacted Maison Goyard in Bal Harbour to make a distance sales purchase for my partner's birthday gift. The entire process and was quick and efficient and completed the same day as my request. I will definitely make future Goyard purchases from the Bal Harbour store.

I initially called the store, and like most Goyard Boutiques, no one answered. BUT their recorded message gave their Distance Sales email address for faster service, so I gave that a shot. Braden responded within an hour, and after a few emails back and forth, the transaction and order was complete. Braden was very responsive, enthusiastic, and most of all, very helpful. He made the purchase process painless and a birthday gift possible.

Thank you Braden and Maison Goyard Bal Harbour for your excellent service!

Ashton M.

I generally would not take the time to review but I mainly wanted to shout out Presley and how amazing she is as a SA. I’ve worked with her twice now for 2 different purchases and both times I’ve been so happy with my experience with her! She is patient and kind and very knowledgeable on the bags! Goyard has quickly become one of my favorite places to get new bags at! Definitely would recommend working with her! 💚

LSE

Beautiful shop, but the rudest associates you will ever come across.
First, the security guard literally yelled at us ‘what do you want’ Seriously rude and unwelcoming.
Second, the young lady who projected nothing but attitude, made no effort to assist us with 3 bags, and then answered our questions with one word answers.
Given the caliber of the shop and merchandise, it is most certainly not unreasonable to expect a minimum level of customer service and make some level of being helpful. Goyard should be addressing this situation especially given the number of reviews about incredibly poor customer service.

Michelle D.

I think I’ve written maybe 1 google review in my life however the service I received at this establishment is worthy of my time to do one.

I bought a $2,400.00 bag on 11/29, it was sent out for monogramming to a store in NYC. I made it very clear that I needed the bag (which is my sons diaper bag) to take to the hospital on Jan. 7th for my sons birth. I called and texted my SA numerous times which was completely ignored by him. I called the store directly. No one answers. I emailed the store, no one replied. It wasn’t until I called a store in NYC to inquire that I heard back from my SA. He promised the bag would be ready for pickup by 1/3/2025. “Great” I said. “Hold it there and I’ll get it”. My SA called out of work sick that day but did call me in the morning to inform me to ask for the store manager, Angel. When I went in to pick it up I was told by Angel that there was a lapse in communication and that it was already shipped out to my house. I will not be getting in time for my son’s birth.

I was told that the reason no one picks up the phone at Bal Harbor Goyard is because they are busy. If you read other reviews people say the same thing. You’d think that a luxury company like this would put customer service at the top of their priority list. Really is a shame. I will not be shopping at Goyard any longer.

Akrem F.

Amazing service as I came for the first time. I am from Toronto Canada and the associate was great! Elite service and recommendation as I purchased a nice wallet! Very happy with my purchase