I’m sharing my story to warn others about my horrible experience with Cartier. What’s supposed to be a luxury brand has proven to be anything but—this is the worst customer experience I’ve ever had.
Timeline of Events:
- December 19: Purchased the Cartier Love Bracelet as a special gift for my wife for Christmas.
- December 28: Despite promises to deliver before Christmas, the bracelet arrived late.
- December 30: After wearing it for just 5-10 minutes, the hinge broke. Let me repeat: 5-10 minutes of wear!
- December 31: I called and emailed Cartier immediately and shipped the bracelet back, taking detailed photos of the product before sending it.
- January 14: Cartier denied my request for a refund, claiming “user error” and citing "extreme scratches."
Defective Bracelet: Clear Evidence
I browsed multiple forums, including
PurseForum.com, and saw numerous other cases where bracelets like mine were deemed defective due to hinge breaks. Here are the facts:
- When a hinge breaks due to user error, the metal shows jagged edges, bending, or stress marks.
- My bracelet shows a clean, smooth break, with no signs of misuse or forceful pulling.
This is consistent with manufacturing flaws, as other users have reported, where internal weaknesses in the metal caused clean breaks. Despite the overwhelming evidence, Cartier’s service team continues to blame me for their defective product.
Photos of Negligence
Cartier sent me a photo of the bracelet, claiming it had "extreme scratches" when they received it. Thankfully, I had taken photos before shipping it to them, and my bracelet had
no scratches at all.
- Here’s the comparison:
- Before Shipping (IMG_4607): Bracelet in pristine condition.
- After Cartier Received It (IMG_9690): Mysterious scratches that were not there when I sent it.
This shows Cartier’s
negligence in handling my product. Even worse, this isn’t an isolated case—I’ve seen countless complaints on
BBB.org about similar incidents where Cartier blamed customers for damage they didn’t cause.
Service Team Incompetence
Cartier’s service technician insisted the break was due to user error, even though:
- The hinge shows a clean and smooth break, typical of a defect, not misuse.
- My wife wore the bracelet for only 5 minutes, and it failed immediately.
How can a luxury product fail within minutes of wear? My wife owns jewelry from other high-end brands, and none of them have ever broken, let alone so quickly.
Their Patterns of Deception
Cartier’s behavior is shameful:
- Denying refunds by blaming customers for “user error” and claiming scratches that didn’t exist before.
- Damaging returned products during their “inspection” process and refusing responsibility.
- Dismissing legitimate complaints about defective products as user mishandling.
Their
TrustPilot and
BBB ratings are filled with similar stories of Cartier denying responsibility and refusing refunds. This is a clear pattern of deception and negligence.
Conclusion
At this point, I want nothing to do with this product or this brand. I am demanding a
full refund for this defective bracelet. I have wasted countless hours of my time dealing with this issue, time I could have spent on work or with my family.
For anyone considering a Cartier Love Bracelet—or anything from Cartier—
don’t make the same mistake I did. This is not the quality or service you’d expect from a luxury brand. Their products fail, their customer service is negligent, and their refusal to take accountability is unacceptable.
If you’ve had a similar experience, please share your story. Brands like Cartier need to be held accountable for their actions, and their deceptive practices need to stop.


