Cartier Small Love Coming Off/any issues with lock?

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#154
Since it’s a lock, not a “screw” it should definitely not come out!
Hopefully they exchange it for you, but if it’s repaired it won’t take long. My full size needed repair and I had it back on my wrist within 2 weeks.
 
#155
Swanky said:
Since it’s a lock, not a “screw” it should definitely not come out!
Hopefully they exchange it for you, but if it’s repaired it won’t take long. My full size needed repair and I had it back on my wrist within 2 weeks.
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Thank you! I really hope they will exchange it because I don't want them to have it longer than I've had it at this point. I always get such anxiety in these situations. I'm going to the NYC store after my 10 am meeting to see what they can do to help.
 
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#156
Ayala said:
Thank you! I really hope they will exchange it because I don't want them to have it longer than I've had it at this point. I always get such anxiety in these situations. I'm going to the NYC store after my 10 am meeting to see what they can do to help.
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Don’t worry they will take care of you. Revert back to us on what happens. Cartier has amazing customer service.
 
#157
blinggirl74 said:
Don’t worry they will take care of you. Revert back to us on what happens. Cartier has amazing customer service.
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I didn't have a great experience. I went in and said I wanted to exchange my defective bracelet and that it was purchased on November 3. I was told that a salesperson couldn't help me and I had to go to the floor for service. I waited for someone to help me. I was then taken into the room to discuss what happened with the service person. She said this was the first time she ever saw the screw completely removed from the small Love bracelet and acknowledged that I had it for less than two weeks, such that it could be a defect.

She told me, however, that as Cartier does not provide a warranty as to their jewelry, once the bracelet left the Cartier building they could not accept it back as a return or exchange as it was broken. The only course of action I was offered was to leave it for the service team to assess and get back to me with "what they are willing to do." I was told this will take 14 days, i.e. Cartier will have the bracelet for longer than I did.

I'm absolutely gutted and discouraged by this experience. The Sales Associate sold it to my husband without trying the mechanism, so no one had "tested" it until I wore it and the screw fell out (something their own service person acknowledged is impossible with the design). I understand brands not providing warranties, but to not allow a return or exchange during the return/exchange period for a clear defect has really floored me.

Edited to mention that I brought the original box, screwdriver, paperwork, and receipt with me.
 
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#158
I do know sales people and service are 2 different personnel at Cartier, so without an appointment you could have to wait or asked to come back.
But I’ve never really heard of trouble with defective pieces!
Mine was over a year old and they enhanced the lock for free, quickly.
 
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#159
Ayala said:
I didn't have a great experience. I went in and said I wanted to exchange my defective bracelet and that it was purchased on November 3. I was told that a salesperson couldn't help me and I had to go to the floor for service. I waited for someone to help me. I was then taken into the room to discuss what happened with the service person. She said this was the first time she ever saw the screw completely removed from the small Love bracelet and acknowledged that I had it for less than two weeks, such that it could be a defect.

She told me, however, that as Cartier does not provide a warranty as to their jewelry, once the bracelet left the Cartier building they could not accept it back as a return or exchange as it was broken. The only course of action I was offered was to leave it for the service team to assess and get back to me with "what they are willing to do." I was told this will take 14 days, i.e. Cartier will have the bracelet for longer than I did.

I'm absolutely gutted and discouraged by this experience. The Sales Associate sold it to my husband without trying the mechanism, so no one had "tested" it until I wore it and the screw fell out (something their own service person acknowledged is impossible with the design). I understand brands not providing warranties, but to not allow a return or exchange during the return/exchange period for a clear defect has really floored me.

Edited to mention that I brought the original box, screwdriver, paperwork, and receipt with me.
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I am sorry that you didn’t have a good experience today but I remain hopeful that it will be resolved satisfactorily. Just give it time, your beautiful bracelet will be back on your hand soon.
 
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#160
Swanky said:
I do know sales people and service are 2 different personnel at Cartier, so without an appointment you could have to wait or asked to come back.
But I’ve never really heard of trouble with defective pieces!
Mine was over a year old and they enhanced the lock for free, quickly.
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This was the only day I could get into the store this week and the Sales Associate was not in today. But the people on the sales floor told me they couldn't help because the bracelet screw was detached.

Honestly, I just want a refund at this point. The aggravation has soured the whole thing. There is no way I will be able to confidently wear this bracelet either repaired or replaced. They should not be allowed to hold the funds and the bracelet with no offered resolution beyond "hold your breath for two weeks" when it is so clearly defective.
 
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