Cartier Reviews 

Well talked about poor customer service!!! this one take it to a whole different level. I Purchased a Cartier love bracelet for my wife as a Christmas present on 12/21 at their store in Chicago. She received it on Christmas day 12/25 put it on and decided to she wanted the smaller size. We put it back in the box and we went back to the store on 12/29 to exchange it for the smaller bracelet. the store told us that it was not returnable or exchangeable since it had wear damage to the it. How would it have wear damage to it if only had the bracelet for 4 days and was only worn for about 5 minutes???? The client experience manager was useless, call customer experience and basically stated the same BS. Oh it get's better, they offered to repair the unit that we had for 4 days for 60% of the value of the purchase which well is a little under $5000. Oh they did offer a cleaning kit.... ha ha. Only say that they sold me a damaged or worn bracelet and will not admit it! Guess never going to purchase from Cartier again

I purchased a Cartier chain necklace as a birthday gift for my husband. The product detail page did not state the length of the necklace but I assumed that it should be ok based off the pic that a man model wearing the necklace (which looked much longer than the actual product actually). On my husband’s birthday, he tried it on and found it too short and thin. I called the Cartier customer service for a return, and was told that it was out of the return window of 30 days. I asked if they could make an exception for me, the representative checked with her manager and said that they could make an exception so I got the return code and printed return label. I shipped back the item immediately. Later, I received an email (from Irene, customer representative) stating that the item was not eligible for return because it was out of the 30 days window. I replied saying that I got an exception already. Then no response from Cartier for 5 days. So I called the customer service and inquired this case. The customer representative on the call was very rude, and she just repeated the policy of 30 days return window without listening to me. When I was asking for a solution, she said that her managers were all out of the office for the holiday season and I should heard back from them on Dec 27th. On Dec 26th, I received an email from the system telling me that my return was refused. In the email, it provided conflicting information- the first paragraph pasted their return policy that the item needs to be unused, while in the 2nd paragraph, it stated “do not like it” as a reason is not eligible for a return. I replied immediately saying that it was only tried for a min and asked some other question, then no reply from Cartier for 3 days. On Dec 29th, I got an email saying that they had shipped my item back to me! This merchant should be banned before improvement - no equity or equality at all. Discrimination to lower tier customers obviously.

I bought the trinity ring, finest version in mid October 2023. When I revisited the store for a xmas present from my Hub, the sales lady told me that my Trinity looks very much used and she would offer me the free polishing service. I was a bit disappointed that the ring should already have a lot of scratches, as I did not wear it a lot in that short time.
We left the ring there and the day after Cartier called and told us, that the ring has a crack!!! and that they have to send it to Cartier headquarters to be looked at. In the meantime, we spoke with our personal jeweller and she told us, that it is most likely the soldering point that has cracked and that this is not my fault, but Cartiers'.
Today my husband went back to the Basel store and asked, if they have already news. Sure, they said no.

I am so much disappointed from that brand and would have expected an informal exchange of that trinity ring which is almost new! What a shame! And while I write this really bad review, I can see that many many others have the same impression.

I really hope that Cartier get's to know, what their clients think about them!!

Next time I'll better buy a look a like with higher quality.

Fantastic Service, unfortunately, I left my Cartier watch in a shipping container for storage whilst moving home, unknown to me, the container was damp and it recked my £10.000 watch.
I called up the repair service, they sent me all the packaging to return my watch and within 2 weeks I had my watch back in perfect condition, BIG bill, but we are talking Cartier quality watches.
Fantastic service and first-class repair work, Thank you so much

My boyfriend purchased me a Love ring for my birthday. I tried it on for a MINUTE and knew right away it was too small. We packed it back up with everything that was included in the box and sent it off for an exchange the next day. It was in perfect condition - literally no way that this ring could have been scratched in the short amount of time I had it on. Fast forward a few weeks and Cartier is claiming "multiple abrasions" on the ring and refusing our exchange.

This was a very special gift that he spent a lot of money on. We spoke with a number of customer service representatives that were all very cold and rude. Judging by the sheer amount of similar complaints online, I feel that this company is submitting some type of fraud. This is really devastating and we will not be shopping with Cartier in the future. No idea what to do.

On 13.09.2023 received my Cartier love bracelet with engraving. I live in Latvia and I we dont have Cartier in our country, so ordered it via boutique in Milano, Italy. Engraving has defect. Since 13.09.2023 writing on weekly basis to Cartier Milano and Cartier customer care, and I am beeing ignored...my matter is still not solved. No one cares.
07.12.23 my issue still not solved. Cartier boutique Milano dont want to cooperate, its impossible to call the boutique. I call "call center" 2-3 times per DAY asking Cartier boutique Milano to call me...ZERO response.
11.12.23 received a call from Alessia Fontana, an absolutely rude person, who was trying to convince me that there is no defect (as I dont have eyes), my matter was not solved. My bracelet was polished, when I was asking NOT TO TOUCH IT (have proof from Cartier team that they understood my request and they promised not to polish it without my permission). In the end of this story I simply payed for a defected bracelet more than 5000 eur and now its being polished. (a lot of gold was taken off)....and they still did not sent it to me back. "Thanks" Cartier and Merry Xmas.

Two lousy experiences with Cartier. I was in the soho store. Had to wait outside for 15 minutes to get into store. Greeted by concierge and I told them I simply needed a watch battery replaced. They said someone would be with me shortly. I waited for 15 minutes while 13 staff people stood around talking to each other or looking at their phone not waiting on any customers until finally someone came to me to tell me that they don’t do watch battery replacements at that location. Cab ride to and from that store and time all wasted. Second incident was I needed a love bracelet repaired - their quoted cost $2500. Took to local jeweler and he repaired for $100.

Cartier ring, bought for birthday gift by my parents, received was 'faulty' (no label on item and have photo evidence both Selfridges end and my end that this was how it was packed). Wanted to change for a different size and was told, both in store at Cartier and when item was sent via delivery (after Selfridges was told what was happened and processed the return) couldn't return or exchange as item was 'worn' but this was simply because there was no tag on the item. To get to this point has taken over a month. No email updates or phone calls - had to chase customer support team over 6 times. For an item worth almost £2,000 this is simply not good enough and still no resolution!

UPDATE - Cartier are now refusing to return the item to me. So they have £1,800 of my money AND my item.

Terrible customer service - Cartier Harrods

I was incorrectly sized with an item in your store.

I have now rung five times on consecutive days since the date of purchase enquiring about a return/exchange. Each time I have been promised a call back within 48 hours. It is now 100 hours since my first call and I have still not received a reply.

I have rung again this morning and Cartier have acknowledged that there is an issue with this store and have escalated the matter, but I have little faith in the situation improving.

I am trying to buy a watch in Dubai. It is not available in the shop, they told me to order it online and that everything will be ok. I have called their customer support to understand if delivery can be while I am still in Dubai, I first got no info then they said it can in a day. I tried to buy it, my bank blocked my card cause it recognized it as unsecure payment, then Cartier shop blocked my card and said they will unblock it in 24h. I called them several times talking to the same guys, who just go silent when they do not know what to reply back. They said they will resolve it quickly and call back. They never call back when they say. The latest update is that their finance is working on it (24h passed), I kept repeating how I want to make a purchase and they have me as a customer, I cannot understand this level of customer support when product is a luxurious item. This is so embarrassing for Cartier, this is the worst quality of customer support I ever had. I asked to speak to supervisor (cause person on the phone did not know the answer to my question - should I find someone else's card and order or they will resolve my issue) and they rejected to pass my call to anyone there, then said supervisor is busy and will call me back (this was an hour ago and no call). Beyond being angry and disappointed.

The WORST customer service of anywhere I’ve ever done business with - from the leadership down to the “front line” representatives. I’ve been buying Cartier for over a decade; not any longer! And Cartier, before you send me some boilerplate response that asks me to call you: know that I already have and that we both know that you couldn’t care less about my or any other customer’s experience with your awful representatives.

My few year old Juste un Clou bracelet spontaneously opens and drops to floor. Sent it out two times within the last year to get fixed at Boca Raton boutique.
Picked it up and within 72 hours it had fallen off again. $13,000 wasted as received no solution except to pay $4000 to remake it???? WHAT!!! Buyer beware they do not care. Multiple phone calls unreturned

Absolutely terrible customer service.
Happy to take thousands of pounds from their customers however have not one bit of interest in helping their customers when issues arise. I am completely shocked at their level of client care and certainly wouldn’t be purchasing from them again which is a shame.

Wrote a review on Aug 22, got a reply from Cartier to contact them via email which doesn’t work.The email bounced back.Just a bogus email like the company

I have been a Cartier customer for over 40 years.
Less than a year ago I gifted my wife a brand new watch. It was bought at an authorized retailer, watch store , in Portugal.
Recently the crown became hard to move until it eventually fell off. We took it to the Cartier store ,locally,Boca Raton. They say that there are parts in the interior that are broken and they can not repair under warranty because it looks like the watch suffered a heavy blow.
That never happened since it was purchased.
How can something like that happen and the watch have no external damage. Not broken or scratched.We collect watches and we know how to take care of them.
No words to express how disappointed I am with a brand that I have collected and admired for 40 years.
I guess that was my last purchase ever.

Beverly Hills Cartier - I received a love bracelet as a gift from husband in Jan 2023. I wore the bracelet until March at which time I took it off. When I attempted to put it back on the bracelet did not line up perfectly. I thought no big deal I will take it in to Cartier for an adjustment. Cut to Sept 2023 - Cartier still have my bracelet and have estimated that it will cost me over $2000 to repair. The communication has been appalling and I cannot believe a company that believes itself to be so prestigious would treat their customers this way. They should have fixed my bracelet at no charge it was almost new and there is no evidence that I broke it in anyway. I believe it was out of line from the sale. I am now stuck with a ridiculously outrageous bill and I can’t seem to get anyone to get back to me to discuss this matter further. You have been warned do not buy anything from this company. They do no care about the quality of their products or the satisfaction of their customers!

So satisfied with my purchase,speedy shipping and friendly cust rep.

EXTREMELY POOR CUSTOMER SERVICE!

I have dealt with Cartier many times both via phone and in person at old bond st london and i have to conclude that the customer service is the worst i have ever witnessed. When you are at the table in person then i think its ok but when you are trying to speak to someone on the phone or via emails then the service is like non existent. Countless times i have banged on about how their service website does not work and they do not seem bothered. One example is i had a cost estimate for a service sent to me via email after waiting 4 months and i had raised questions about the cost and what is included and i am still waiting for answers after 3 weeks! I have sent emails and made calls in the past and i am categorically told i will get a call back in same day and i was waiting 3 days!! Advice to anyone is if you need to speak to someone urgent then just go to the store and hope for the best because calls and service via emails is so majorly poor! It really angers me. They do not care that your time is being wasted. I dont expect much other than common courtesy and decentcy for someone to call me back or email within 1 day. That is not much to ask is it??!!! I had one watch put in cartier in april 2023 and they still have it 6months later. They gave no updates until recently after me really pushing hard for answers. Yes every company is busy but one thing is for sure it would not take a sales assistant no more than five minutes to call me on the same day to help answer my problems and they still wont do that!! Which proves they do not value you as a customer otherwise they would find time to make some calls or reply to emails on the same day. It is so simple to do!

If you want good customer service then please just go and buy a rolex because you are wasting your time with cartier! I should be compensated for my loss of time and stress caused! My background is retail for 20 years so i am more than knowledgable about my assessment of cartier customer service. Rant over

RANT NOT OVER-
12/9/23. Had a email telling me my extremely rare watch which is 100 years old is broken and if i want to have it sorted then i must pay £1700 for a service. My issue is the part they were telling me was now broken was not broken when i took it to cartier old bond st. This is such disgusting behaviour. Im so frustrated and anxious now that my watch is now not working but it was when i gave it to them. The customer service is just so bad. The worst i have experienced ever. Do not buy a cartier watch because you will get problems like i have and many others have.

Bought a watch 30 years ago repair coast 3000.00 dollers no need to catier as warranty is no good and my watch all gold plating come out. Sue uka

Absolutely no customer care. For a prestigious brand, the lack of after sales care is shocking and frustrating. I returned my watch TWICE after a full service as it was returned to me faulty on both occasions, it was in perfect working order prior to the first service. I’ve just collected it for a THIRD time from Old Bond Street and it is still faulty. Customer services are unable to resolve the issue, they just read from a script and repeatedly apologies but offer absolutely no resolution apart from telling the boutique. I requested a manager calls me but I’m still waiting and not holding my breath. Completely lost confidence in Cartier. Cartier please don’t advise I call again, I’ve lost all faith in you, perhaps move away from the script and ask a manager to call, after all the personal touch is always better.