Horrendous experience @ Cartier boutique

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#16
I am so sorry that this happened to you! In my opinion you should escalate as you see necessary because this experience has cleaRly upset you and it's a very personal one. I don't think you need to seek advice at all. What you do is at your discreation but I would recommend you take it further if it's bothered you this much. Good luck and keep us posted on the outcome
 
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#17
Aimee3 said:
I agree with Limon. As for the “data breach” you yourself say you refused to give her your address. The SA needed to confirm which was your address since there were other people with your same last name. If you had given her this information like she asked, she wouldn’t have had to weed through the list with you.
You wouldn’t have been happy if she sent your bracelet to the wrong address!
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But if they called her which I understand they did, then she should not have been obliged to give her address out - they should have had this info in front of them from the same place they got her phone number to call her! Data protection is very serious here in the uk and we are repeatedly told not to confirm details over the phone. Not sure what it's like elsewhere in the world.
If this was sent to the wrong address then the liability would be Cartiers, not OPs.
 
#19
the_black_tie_diyer said:
I will say that I don't agree with you. IMHO its lots of smoke, but no fire - so to speak. Nothing someone should loose his/her job over.

If you don't want to have anything to do with that store in future anyway, simply let it go.

Kind regards,
Oliver
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IMHO, all experiences are so personal to the individual so if she decides to pursue this further then I think that's the right course of action for them. People are impacted by behaviours and incidents differently so if this is something that has negatively caused an impact then it's fully at the discreation of the OP, not us. We can not comment or speculate on how it might have made her feel and I fear that's what we may be doing!
 
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#20
the_black_tie_diyer said:
I will say that I don't agree with you. IMHO its lots of smoke, but no fire - so to speak. Nothing someone should loose his/her job over.

If you don't want to have anything to do with that store in future anyway, simply let it go.

Kind regards,
Oliver
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Well said.
I hope for a sense of proportion in this.
 
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#23
Mima86 said:
Anyway after my complaint, I received a call from store manager who simply apologised but provided no explanation on any of what had happened and instead as a ‘gesture of goodwill’ invited me to the store again to ‘view some pieces’.

Customer service lady then writes back week later saying she had looked in to it and apologised.

Forward a few days and generic letter of apology arrived with a Cartier travel pouch as the ‘gift’. I was outraged, first of all at the lack of attention in the letter and then the so called gift that I wanted sleazy to have had the pleasure of opening!
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I totally understand complaining about poor customer service but Cartier has apologised on three separate occasions, in addition to sending a gift. If you had accepted the manager's invitation, he/she would likely have treated you like a VIP since you took the time to visit the store again after the negative experience. The fact that you feel the gift isn't a "good enough" compensation is a different matter entirely but without seeing the letter, one has no way of knowing whether the apology was actually insincere.

As for contacting the other customers whose addresses were given because you refused to confirm yours, I'm not sure what you expect Cartier to do? Send both customers a letter to the effect of "We're sorry that your addresses were accidentally provided to another customer. To be on the safe side, we wecommend that you change your name and/or address"?
 
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#24
I wonder if this post would exist if you had absolutely the best experience ever and they gave you champagne and had you try on pieces and gave you gifts then on the phone breached your data... you said it yourself it's about the negative experience(s) you had.

But you also couldn't be bothered to say anything at the store, you didn't want to confirm your address with an SA, you're mad that they didn't issue a deeply personal apology and "outraged" at the fact that you told them you didn't want a gift and they didn't send you gift but a pouch...because the pouch was not enough of a "gift."

Maybe if you told them at the store the situation would have changed, maybe if you confirmed your address with the SA the "breach" wouldn't have occurred, no personal apology would be needed and you could have called and requested a pouch and a cleaning kit and received that instead.

Great luxury customer service works both ways, the customer needs to build a rapport and relationship with their SA to truly experience how it's meant to be... if you're not willing to do that I suggest:

www.cartier.com
 
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#30
I'm not going to get drawn into the details of this particular situation, but I lived for four years in the UK and have to say, nobody is better than a British SA at saying "sorry" in a way that clearly conveys they're not sorry now, were at no time sorry in the past and have no intention of ever being truly sorry in the future (not all SAs, of course, but a fair few). So maybe the OP picked up on that 'tude in these apologies...from personal experience, I know how infuriating that fake sorry can be.
 
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