I only buy expensive items in person, from a SA that I know (and I am very fortunate I can do so). But if a jewelry brand treated me this way, I would probably not purchase from the brand at all. Either in person or on line. I’m sorry you have had to deal with this.
Cartier disputing online return
- Thread starter Colettebear
- Start date
@sleepydoc. My husband’s been playing phone tag with a Cartier manager but Amex statement stands reversed. I’ll post if it’s 100% resolved.
And I’m sorry @sleepydoc. that you’re dealing with your own issue. Ridiculous that you mentioned the scuffs and they are blaming you.
I did the unboxing video with your story in mind! I even showed a current newspaper to prove the date and held up the bracelet marks to the camera.
@sleepydoc. Scary this is how it has to be! And that they still don’t believe you or care. Truly terrible customer service.
It is not ideal. I mentioned to my own SA that I could send my video. Hopefully it does not come to that.
I hope Amex sides with you but twice they did not side with us even with significant issues so I don't trust them anymore.
Recently I was a sent a completely scuffed up love bracelet that I purchased as a gift. The SA I usually deal with was not in but she worked with a coworker to send me the bracelet overnight. I was shocked when I opened the box. Multiple scuffs and two scratches. I sent it back the next day because I contacted the SA within 15 minutes of getting the delivery.
They refunded and now I will never order anything remote. Oh and the bracelet came without that fuzzy grey stuff that protects the box while in transit, and the inner main box was open (the one that has the button you push) so imagine how much it scratched while shipping. Seems like they don’t care these days.
Good luck to you. It is sad we have to document the flaws on these $$ items instead of admiring the beauty.
So sorry to hear this! Especially from Cartier, and they just increased prices - I see the money isn’t going to customer service training. I hope it gets resolved and you can find a piece that you like, from Cartier or otherwise.
Thank you. I wound up buying a van cleef bracelet instead. Which I guess is part of the same mother company, Richemont.
That really stinks. I’m hoping so too. My husband has been a cardholder for 15 years and the only issue he’s ever reported was when someone was using his card for UberEats multiple times in another state.
But no, I won’t purchase online from Cartier ever again.
We have been cardholders for years as well and his is a platinum card; one was a major expense that just went haywire on the service procider's side causing us a lot of problems. Amex refused to refund more than a minuscule amount.
Happy that you found another piece! Yes, under the same parent company, but VCAs service level online is miles above Cartier according to some ppl who have ordered online and in person they are generally great no matter the location. Wear the VCA in good health!
Update:
Cartier sent the bracelet back to us over a week ago. When we disputed this, they sent an email that made no sense (sounded like AI wrote it). We told Cartier we didn’t want the bracelet and didn’t even open their package a second time. They eventually responded that since AMEX reversed the charge, they’d send us a return label and put the bracelet back in their inventory. I’m guessing they are hoping to sell the bracelet again even though they said they were rejecting its quality? I still don’t feel 100% at ease that the whole debacle is behind us, but fingers crossed this is the end. I definitely will never buy online from Cartier again.
Cartier sent the bracelet back to us over a week ago. When we disputed this, they sent an email that made no sense (sounded like AI wrote it). We told Cartier we didn’t want the bracelet and didn’t even open their package a second time. They eventually responded that since AMEX reversed the charge, they’d send us a return label and put the bracelet back in their inventory. I’m guessing they are hoping to sell the bracelet again even though they said they were rejecting its quality? I still don’t feel 100% at ease that the whole debacle is behind us, but fingers crossed this is the end. I definitely will never buy online from Cartier again.
They will polish up and send it to the next person. That’s literally what they do.