Bad customer service

[milhouse13]

Don't mean to *****, but I can't believe how bad customer service is for a House like Cartier. I ordered my first piece (small JUC ring) online on the 28th, with an estimated delivery date of Feb 4th. Well my ring still hasn't shipped, and now it's showing estimated delivery date of Feb 10th. I called this morning and the guy was so rude and kept talking over me, and said it was because it was a stock issue. 2 weeks to mail me a ring that showed no indication of being backordered or low on stock at the time of my order is pretty bad. And they never emailed me any sort of update to indicate an issue with my order. I expected a minimum that he would have apologized for the delay and maybe an upgrade to overnight shipping, but he didn't do that, he just kept making excuses. I was super excited about my new ring, now I'm just super disappointed.

I don't intend to sound pretentious, it's just that I expected a higher level of service from a name like Cartier. Is this standard for them, or just a one-off?

 

[scheurin]

Yes, this is exactly the reason why I avoid ordering online. Had the same bad experience and even worse. In person it's so much better.

 

[rat_stack]

Don't mean to *****, but I can't believe how bad customer service is for a House like Cartier. I ordered my first piece (small JUC ring) online on the 28th, with an estimated delivery date of Feb 4th. Well my ring still hasn't shipped, and now it's showing estimated delivery date of Feb 10th. I called this morning and the guy was so rude and kept talking over me, and said it was because it was a stock issue. 2 weeks to mail me a ring that showed no indication of being backordered or low on stock at the time of my order is pretty bad. And they never emailed me any sort of update to indicate an issue with my order. I expected a minimum that he would have apologized for the delay and maybe an upgrade to overnight shipping, but he didn't do that, he just kept making excuses. I was super excited about my new ring, now I'm just super disappointed.

I don't intend to sound pretentious, it's just that I expected a higher level of service from a name like Cartier. Is this standard for them, or just a one-off?

So sorry this happened to you. I've only ever had exceptional service when ordering online, or dealing with customer service over the phone. Shipping was fast, and multiple times, I called to get a travel pouch and cleaning kit delivered to me, and it was done every time, even when stock for these items is low (times of Covid).

Really hope that this was just an exception (and someone having a bad day) in your case.

 

[DaintyDiamonds]

I've been ordering online exclusively due to the pandemic and my location and haven't experienced that before. I would suggest calling back and speaking with someone else and let them know about your dissatisfaction. I bet they will be apologetic and treat you as you deserve to be treated.

 

[NY2LA]

I’ve only ordered online and have had excellent service. As said above, I’d call again and try someone else. In boutiques, there are excellent SAs and subpar, it all depends on who you get. All of my in-store VCA (I know, not Cartier, but an example) experiences have been awful but everyone else raves. You just never know

 

[kmang011]

I’ve only ordered online and have had excellent service. As said above, I’d call again and try someone else. In boutiques, there are excellent SAs and subpar, it all depends on who you get. All of my in-store VCA (I know, not Cartier, but an example) experiences have been awful but everyone else raves. You just never know

I’ve had a similar experience. I’ve been eyeing a few VCA pieces for about a year now, but when I went in person to the store, the customer service was horrific. The SA was very snooty and made me feel like it wasn’t worth her time to get up and help me. I walked around for a solid ten minutes looking at the case before she got up and came over to me. She was eyeing me up and down. Uh, hello, I know this is luxury jewelry, but you’re still in customer service and your job is to attend to customers?? I was literally the only customer in the entire store because they were only letting in one person at a time because of the pandemic. It really turned me off from VCA. At that price point, every customer deserves to feel welcomed and treated with respect as a bare minimum. I don’t want one negative experience to turn me off entirely from the brand. I just don’t want to go back to the Palm Beach store again (I’m local). I think I will order online or go south to Bal Harbor/Miami next time and hope for better service.

My in person and online experience with Cartier have both been overwhelmingly positive. I guess everyone has a different experience.

 

[bluebird03]

My experience also has been only positive. Received the items the very next day. Not sure if you are in the US but maybe the inclement weather has something to do with the delays?