Cartier return

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Tr2163

Member
Aug 22, 2014
56
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I purchased a love necklace from them back in December. After trying I decided it was not my style so I returned it three weeks ago with everything they sent. After three weeks I still haven’t received any confirmation so I emailed and called several times. After a long wait this morning someone finally got back to me. I was shocked when she told me that the necklace was not in “perfect “ condition and that I can not get a refund. She said there were stratches on the pendant and that they can not refund the piece. She asked me why I don’t like the necklace and I said the necklace was too short. So she wanted me to Lengthen it and keep the item or pay a $190fee for polishing the piece.
I’ve only wear the necklace at home for once or twice, and I didn’t recall any scratches over the pendant. But they insisted that there were in the photo and that I have to pay. Is that something normal? I bought from Tiffany, VcA, Bulgaria many times and it never happened.

edit: the $190 is for polishing the item, I still have to keep it according them.
 
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I’ve only wear the necklace at home for once or twice, and I didn’t recall any scratches over the pendant. But they insisted that there were in the photo and that I have to pay. Is that something normal? I bought from Tiffany, VcA, Bulgaria many times and it never happened.
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if you wore it, ^then no recourse, i recommend going for extension. my recollection may be faulty, but I recall a prior thread saying you did want this necklace if it could be extended.

Or take her offer to pay for repolishing.

I’m not sure I understood this bc I think it’s an unusual favor for SA to extend this offer to simply pay for repolishing (and allow the return). This bc many customers would not want to purchase a necklace that has been worn and repolished. I guess it’s sometimes done for red carpet jewelry borrowed by celebrities. But, I generally do not return items, and have never returned fine jewelry, so I cannot say for certain about every day purchased items.

JMO though and ymmv. I hope you can reach an outcome that you want.

edit: I only buy in person at a boutique; IDK if protocol is different if perhaps you purchased online
 
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Yes, I asked if it could be extended but I ended up getting a b zero with diamond from Bulgari.
The thing is that, I cannt wrap my head around the idea that it has been scratched. I didn’t notice any scratches when I returned it. I received it on dec 9, returned after a week. They haven received it on dec 20, haven’t been contacting me ever since until I started calling them.
 
She wants me to pay $190 for polishing, and then return the item to me. Not me paying polishing and getting a refund.......

i haven’t even seen an scratch on it though. I returned it bc it was too short and the love looks too flat on me. Not bc i scratched it and then tried to return it as she might thought.....
 
It's possible that you did not notice any scratching/imperfections on the necklace when you sent it back to Cartier. I think it's possible that you did not think to inspect the necklace closely as, as you stated above, you only wore it at home a small handful of times. My recommendation would be to have the necklace lengthened and to keep it. It sounds like the only issue you're having is the length, so that will solve that. No need to polish, IMO, if you are just keeping it anyway.
 
Sorry I wasn’t trying to persuade people to buy scratched necklace.what I am saying is that I am very careful with wearing jewelries and I only tried this one twice at home, so it was a shock that they said there were scratches.
 
Unfortunately all products sold in a store is already worn by another customer previously! Stores do polish and buff out fine scratches to make the item like new!
OP may I ask which necklace you purchased? It is hard to see micro scratches that you may have put on while wearing it or when they handled your item. Cartier is meticulous with fine loupe magnifier to see any damage to their products.
If you’re set on returning it then pay $190 or keep the necklace and lengthen it. I love my love necklace and wear it in good health!
 
This one in yellow gold. It looks too short on me and I don’t like it being so flat.

I am not an expert but I really didn’t recall any scratches...I am not trying to prove anything but there are posts saying that they got brand new items from Cartier with scratches on, but again I have no proof ..

it seems like that they are accusing me of the scratches that I never saw and it made me feel so bad. The lady asked me why i haven’t returned it till one week later and i have to explain to her that i can’t get a return authorization number by email and I had to wait over the phone for an hour over the weekend when I was finally free .... I was in tears after talking with the sa this morning...


 
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This one in yellow gold. It looks too short on me and I don’t like it being so flat.

I am not an expert but I really didn’t recall any scratches...I am not trying to prove anything but there are posts saying that they got brand new items from Cartier with scratches on, but again I have no proof ..

it seems like that they are accusing me of the scratches that I never saw and it made me feel so bad. The lady asked me why i haven’t returned it till one week later and i have to explain to her that i can’t get a return authorization number by email and I had to wait over the phone for an hour over the weekend when I was finally free .... I was in tears after talking with the sa this morning...



You should have them lengthen it since you have to keep the piece. If there are scratches, get it polished as well. I never buy items from high end boutiques online just because I have to see items in person. If you were able to return it at the store they might have been able to show you what they are seeing which is why they won't refund. Hard to say, I have never returned this type of fine jewelry.
 
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By the very nature of this necklace, the chain simply being attached there the way that it is will scratch the circular pendant. It could have easily happened during shipment as the necklace will move around inside the box. In this case, I'm kind of inclined to escalate this with Cartier. Of course, it will be scratched. Doesn't mean it's the customer who put the scratches there.
 
I don’t think the issue is simply whether an item has scratches or is noticeably worn. rather, I think once something is worn, it should not be returned. I agree with posters above who stated that they would not want to be the next purchaser of an item that someone else had for a week and that subsequently had scratches. I also agree with posters who said, if a customer wishes to have a more generous return policy, then buy on line. Unfortunately, it also appears to be an issue with the SA that it was kept for a week, though I understand that OP had problems getting a return authorization.

But, IMO if it was an in person purchase, it’s very easy to determine whether somethimg works. I personally sometimes visit a boutique multiple times to try on precisely so I am sure. ( I am currently doing this at Dior for a single double stranded necklace for multiple visits. I also ask if I can take pics of me trying on the item and SAs are happy to allow this bc they know I have to be certain). same with VCA where I have tried on a couple of versions of the liane Over the course of many months). In the case of the liane necklace, one of them is in a city far away from my home and I cannot visit. (This is why I take pictures) No SA has ever had any issue with me thinking long and hard about whether to purchase, even if I ultimately decide against a piece bc I went another direction.

It’s possible, though I am very careful to have the SA place the item on my neck or wrist, that some scratches may occur. But, there is still a difference between something being tried on multiple times and a customer purchasing and holding onto an item for a week. I apologize if my stance seems harsh, but If everyone did this, the jewlery store would be in the practice of renting necklaces and not selling them. I also want to say that I have no problem buying things that others have tried on ; I don’t worry about microscopic defects for my own purchases; and, I’m not the kind of customer that insists on a shrink wrapped item unsullied by human hands.

But, I do personally dislike returning anything (which, since I do not have unlimited funds, makes me very careful about purchases). I can only speak as to my own preferences and practice. JMO, and YMMV.
 
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Sorry I wasn’t trying to persuade people to buy scratched necklace.what I am saying is that I am very careful with wearing jewelries and I only tried this one twice at home, so it was a shock that they said there were scratches.
Even if we don't know that doesn't sound like just trying. I wouldn't want this necklace which was worn and returned.

That’s what online shopping is for. They have 30 days return policy for those who cannt go to the boutique and try.
Believe I ordered online just twice and echanged once as it didn't fit. However there was a seal attached which I was not supposed to break. Like in the store - just checking the look and size. Nothing more.

Just my feeling here.
 
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