Incredibly disappointed in Cartier

[lovieluvslux]

Sorry to hear your experience. The SA was not attentive at all and should have been reminded that this is your special experience. You made a special trip and should not have been rushed. Also, the boutique could be rigid regarding gifts, champagne, cleaning kit, travel pouch and wrapping. I believe cleaning kit and travel pouch should be customary whether purchasing a single bracelet or small ring, etc with each purchase. With the popularity of Cartier Love, it's becoming mainstream now and they are losing their customer service touch. Just like LV and many other fashion houses.

Here's my recent experience with a boutique in my area. My SA moved from one state to my current home state. I noticed a few things. #1 She was stressed and not as relaxed when I first met her. She came from a smaller boutique and was used to heavy pedestrian traffic. The boutique she came from spent time with their clients and was very customer service oriented. I could sense it and asked her how she liked the current boutique. As the sales metrics are more aggressive the SA's are encouraged to churn people through, unless they're a special client of course. #2 I asked outright about getting cleaning kit and champagne as it was my birthday. She couldn't do it per the policy of that boutique. I asked what would warrant champagne and special gifts. Se said for bride/groom, wedding anniversaries.. stuff like that. I am a very forthright person, but nice.. and I told her that is ridiculous. I am her client and there's more things I want to buy. She agreed and said each boutique are different. As we chatted about jewelry and life, other SA's where very cut and dry with their clients.
She mentioned there were special gifts with Chinese New year and Christmas holiday. Regardless, I would have pressed for cleaning kit and pouch. Did I make the purchase?.. no.. for many reasons as I'm sliding over to VCA. However, I will be back later in year to purchase my bracelet from her when I save more $$$$.

 

[Makenna]

I don't understand why Cartier is being so stingy with cleaning kits and travel pouches. My previous SA did tell me cleaning kits are hot items they run out quickly, sometimes they even have a waiting list?! My current SA is a sweetheart, I never have to ask for either items it's always included in my bag when I make a purchase no matter how small the purchase is. We all like to be treated special, these two items are very insignificant to Cartier but yet it makes their customers so happy they should just make it standard for all jewelries and watch purchase.

 

[JessicaRabbit1]

Ive had issues with Cartier customer service as well. Totally has left a bad taste in my mouth with the brand.
I have two items from there and I love them. Only going to the store once in Rome did I have the lovliest SA. She helped us a lot and was fabulous.
In Dubai, Sydney, Bangkok, Vienna, Ho Chi Minh City (possibly the worst of the lot, the SA sighed when we walked in and there as no one else in the store lol) London and online I have all had really awful service. Tiffany & CO they are all lovely all around the world and treat me so nice. The customer service is the reason why I only have 2 items from there. I would have purchased more but buying from them feels like a massive chore sometimes, and that totally takes the fun out of it. Shouldn't be so hard.

 

[fabuleux]

My experience at Cartier has always been stellar.

 

[A1aGypsy]

I’ve had less than awesome service at Cartier. That’s being said, I think part of the problem is expectations are through the roof.

Everyone is entitled to polite service, no question. And, when they make a mistake they should apologize and make it right with minimal intrusion to the client.

However, I think that they developed things like champagne and cleaning kits as an extra special extra for good clients or travel pouches for items that have been cleaned or repaired in order to enhance that service. Some SA saw these as ways to better the experience for first time buyers that they think may turn into regular clients or to make a celebratory gift or occasion memorable and now, everyone who goes in expects to receive them, and there is push back from corporate because that isn’t what they were intended for and it ramps up what they have to do for their VIPs.

Also, from corporate’s perspective, it’s a sales technique, not a good will gesture. With the popularity of the love bracelets, there is less need for these types of “lures”.

 

[Chanelandco]

I went to Cartier to try some bracelet but I have to say the SA was amazing :
I told him that I wanted to try but will probably need some days to decide before purchasing . But this did not stop him to be wonderful with me.
I spent about 30 mn in there , He told me to take my time because it is important to be completely comfortable for such a purchase.
He offers drink, offers to take pictures if needed. And he kindly gives his advices without rush, or any kind of pressure.

I told him I had a trinity cord but I was not wearing it cause I always forget to take it with me for a cord change : He offered cord And He teaches me how to make the ties...
I told him when I bought my love bracelet I did not receive the cleaning kit : He kindly offered me a cleaning kit
And all this was done in a very gentle but professionnal way.

This was not my usual Cartier boutique !
I warmly thank him before leaving and his replies was : I am happy if you are happy. It is important that you feel satisfied and confident when you visit Cartier ❤️

That is exactly how a luxury purchase should be in my opinion cause we are clearly overpaying the pieces. But then the service need to be excellent and AMAZING !

 

[aih312]

My experiences in the Downtown Chicago store has been simply amazing. My wife and I walked in to look at simple Cartier Love wedding bands and were treated with the utmost amount of respect. The SA showed us a few different styles that we did not even consider and gave sound logical explanations why one would be better based on everyday wear vs lifestyle. We are both athletes who still compete with young kids, so nothing that could take an eye out Both rings were so nicely packed and everything was in order. Both the Manager and the SA even called us a few days later to thank us for our business. Mind you we did not purchased anything out of control expensive, matter of fact it was less than we originally planned for.

2 years later (this past fall) I bought her a white gold love bracelet and picked up a love cuff for myself. I totally didn't recall the original SA's name, however a gentlemen there still treated us incredibly well. I think allot of experiences has to do with location, culture & expectations . If those 3 are out of sync, things can potentially get crappy. However if you come in expecting to be waited on hand and foot and don't have the cash or purchase history well that's on you to take it down a notch. At the same time....why support any brand that treats you like rubbish? you can get that for free on the street if they treated us bad, I would be like adios there are 5 brands down the street that would love to get our cash.

Rolex AD has this issue in my opinion...I came close twice on purchasing a Daytona and walked out due the SA attitude. Legit had my credit card out ready for a swipe and was F this, you are an a-hole and dont deserve my hard earned money. I will gladly find another store who will. To this day I still get calls monthly about new watches,etc..They can suck it!

 

[LiveAndLuxessorize]

I’m happy to say that I’ve now received both the cleaning kit and travel pouch, and even some perfume samples and a personal card from the boutique manager. The boutique manager was also really understanding, polite and apologized several times at the phone when calling me last week

 

[dive-in]

I just purchased a gold LOVE on-line. It made my skin itch slightly, so I took it off within an hour and never put it back on. ( I have reactions to certain combinations of alloys on occasion, and was surprised actually this happened with Cartier) I returned it to Cartier the next business day. It was obviously in pristine condition. I took extreme care when undoing the screws.
Well, surprise, surprise, FEDEX appeared at my door this morning...and low and behold, Cartier sent back the bracelet saying there was a tiny scratch near the screw head, and I was now legally bound to keep the bracelet.
To add insult to injury, they didn't include the pouch that was in the original box.
I have no idea what my remedy is. Sorry if I hijacked the thread. I'm so upset!

I had the same experience - bracelet was too big, took extreme care in screw-in and unscrewing. Took off immediately, called the ebotique and ordered a second one in the correct size feeling confident that the return would be accepted since we were so careful. We retuned first bracelet immediately via fed ex and then a few days later the original bracelet was returned to us with claims that we scratched it. We then went round and round with the ebotique, when we could get anyone to call or email. Never a manager available, no matter when we called or how long we stayed in hold. No return calls when promised. Never experiences anything like it. Manager even suggested we keep the first too big bracelet and give it as gift to someone! Finally had to get our credit card company involved. 3 months later we finally received a refund. It was horrible. They made us feel like we had done something terrible wrong. I am sad because the bracelet is lovely but the experience was very dramatic.

 

[ani108]

I had the same experience - bracelet was too big, took extreme care in screw-in and unscrewing. Took off immediately, called the ebotique and ordered a second one in the correct size feeling confident that the return would be accepted since we were so careful. We retuned first bracelet immediately via fed ex and then a few days later the original bracelet was returned to us with claims that we scratched it. We then went round and round with the ebotique, when we could get anyone to call or email. Never a manager available, no matter when we called or how long we stayed in hold. No return calls when promised. Never experiences anything like it. Manager even suggested we keep the first too big bracelet and give it as gift to someone! Finally had to get our credit card company involved. 3 months later we finally received a refund. It was horrible. They made us feel like we had done something terrible wrong. I am sad because the bracelet is lovely but the experience was very dramatic.

Did you end up getting to keep both and get your refund due to your credit card company getting involved?

 

[dive-in]

Did you end up getting to keep both and get your refund due to your credit card company getting involved?

We only kept the one that fit which was the only one we wanted! We returned the too big one but we were not granted a refund until our credit card company got involved. It took months and so much stress! Awful, terrible process!

 

[south-of-france]

They kept the returned bracelet and your money at first?

 

[dive-in]

They kept the returned bracelet and your money at first?

Yes! They finally agreed after weeks of negotiation to evaluate the love bracelet again so I sent it off to New York. Multiple calls and emails unreturned. Just a xeroxed letter with the original box letting me know it was received. Credit card company intervened. It took 3 months! I've never experienced anything like this. I purchase high end online all the time. Do not order from e-boutique from Cartier!

 

[south-of-france]

^ That‘s crazy. Basically ‚no returs‘, but then nobody would order online! Good thing you paid with a CC.

 

[lafab]

I'm so disappointed to hear these horrible "SA stories". A few years ago I traveled with my husband to Paris for a business trip. We were shopping for a watch for him and visited several luxury brands. Of course Cartier was on the list. The Cartier SA we encountered the first day was SO PLEASANT. She took the time to educate us on the brand and answered all our questions. We returned to the store three times during our 1.5 week trip prior to purchasing a balloon bleu watch. Not only was she always pleasant but the entire staff was as well. One day she wasn't there (her day off) and another (also kind) associate helped us in her place.

I will never forget the day we purchased the watch. We were offered champagne and truffles (did I mention the same was offered at all previous visits), the watch was packaged slowly and impeccably. Then this....she heard us discussing our possible lunch plans. She made a reservation for us at a small local restaurant and called a car. When we arrived at the restaurant we were seated immediately as they were expecting us. After a few minutes of being seated the waiter approached our table with a bottle of champagne and said "compliments of Cartier".

This was one of the most special and memorable shopping experiences in my life to date. I'm writing this tonight because it is important to remember that the SAs that work for a brand can completely shape your experience. DO NOT write off a brand because of a bad experience....simply ask for someone else. I have done this before and will continue to do so. Remember you're giving a substantial commission to the person who provides you a SERVICE so make sure you are happy.