Incredibly disappointed in Cartier

[waixoxo]

I recently stopped by the Cartier boutique in Heathrow T5, the SA I had was lovely. However, I did stand in the store for a while and no one approached me to ask if I needed anything. I had to go up to an SA who was cleaning some pieces so he could grab his colleague to serve me.

I was slightly disappointed with the packaging, there was no white paper with wax seal, no paper bag and no cleaning kit with travel pouch. I received the necessities, just the boxes and the authenticity certificate.

The SA did apologise for the paper bag and told me they had ran out and she offered to wrap the boxes up (with ribbons) since I had told her it’s my Christmas present for myself! The cleaning kit and travel pouch I knew I had to ask, but I forgot. So I contacted Cartier and they referred me back to the same SA at Heathrow. She apologised for not giving me them and offered to send it to Harrods for me to pick up. Unfortunately I don’t live near London so now I don’t know how to obtain them!

The experience was kind of bittersweet, wish it could have gone better but I don’t blame the SA. I regret not doing my research, since VAT free price was comparable to Hong Kong prices. Maybe I could’ve received my perfect first time experience there!

 

[vhuynh2]

I recently stopped by the Cartier boutique in Heathrow T5, the SA I had was lovely. However, I did stand in the store for a while and no one approached me to ask if I needed anything. I had to go up to an SA who was cleaning some pieces so he could grab his colleague to serve me.

I was slightly disappointed with the packaging, there was no white paper with wax seal, no paper bag and no cleaning kit with travel pouch. I received the necessities, just the boxes and the authenticity certificate.

The SA did apologise for the paper bag and told me they had ran out and she offered to wrap the boxes up (with ribbons) since I had told her it’s my Christmas present for myself! The cleaning kit and travel pouch I knew I had to ask, but I forgot. So I contacted Cartier and they referred me back to the same SA at Heathrow. She apologised for not giving me them and offered to send it to Harrods for me to pick up. Unfortunately I don’t live near London so now I don’t know how to obtain them!

The experience was kind of bittersweet, wish it could have gone better but I don’t blame the SA. I regret not doing my research, since VAT free price was comparable to Hong Kong prices. Maybe I could’ve received my perfect first time experience there!

I’m sorry you had a mediocre experience. In all honesty, all that extra stuff becomes junk anyway. The last time I went into Cartier, I walked out with a JUC on my wrist and the box and paperwork in my Longchamp tote bag. I still have the white stamped paper and shopping bag from my first piece and I‘d like to throw it out but feel like I can’t because it’s Cartier. Enjoy your piece.

 

[waixoxo]

I’m sorry you had a mediocre experience. In all honesty, all that extra stuff becomes junk anyway. The last time I went into Cartier, I walked out with a JUC on my wrist and the box and paperwork in my Longchamp tote bag. I still have the white stamped paper and shopping bag from my first piece and I‘d like to throw it out but feel like I can’t because it’s Cartier. Enjoy your piece.

Thank you and I agree, I find all the LV boxes and Chanel bags a waste of space now compared to when I bought my first ever pieces!

 

[Jetsetmax]

Thank you and I agree, I find all the LV boxes and Chanel bags a waste of space now compared to when I bought my first ever pieces!

I recently stopped by the Cartier boutique in Heathrow T5, the SA I had was lovely. However, I did stand in the store for a while and no one approached me to ask if I needed anything. I had to go up to an SA who was cleaning some pieces so he could grab his colleague to serve me.

I was slightly disappointed with the packaging, there was no white paper with wax seal, no paper bag and no cleaning kit with travel pouch. I received the necessities, just the boxes and the authenticity certificate.

The SA did apologise for the paper bag and told me they had ran out and she offered to wrap the boxes up (with ribbons) since I had told her it’s my Christmas present for myself! The cleaning kit and travel pouch I knew I had to ask, but I forgot. So I contacted Cartier and they referred me back to the same SA at Heathrow. She apologised for not giving me them and offered to send it to Harrods for me to pick up. Unfortunately I don’t live near London so now I don’t know how to obtain them!

The experience was kind of bittersweet, wish it could have gone better but I don’t blame the SA. I regret not doing my research, since VAT free price was comparable to Hong Kong prices. Maybe I could’ve received my perfect first time experience there!

Sorry to hear about your bad experience. Still I hope you enjoy whatever you purchased. You should be able to stop at a Cartier boutique whenever it is convenient and pick up the travel pouch and cleaning kit. I was on vacation the other week and realized I hadn't brought my travel pouch. I stopped in and told them I forgot the travel pouch for my watch, and they said not to worry they would give me one. They went in the back and came out with a travel pouch and a cleaning kit (which they said I could also have if I wanted it). So don't worry, you should be able to get those extras when you have time. Cheers!

 

[Starkissed]

Sorry to hear about your bad experience. Still I hope you enjoy whatever you purchased. You should be able to stop at a Cartier boutique whenever it is convenient and pick up the travel pouch and cleaning kit. I was on vacation the other week and realized I hadn't brought my travel pouch. I stopped in and told them I forgot the travel pouch for my watch, and they said not to worry they would give me one. They went in the back and came out with a travel pouch and a cleaning kit (which they said I could also have if I wanted it). So don't worry, you should be able to get those extras when you have time. Cheers!

Hi! I have a Cartier Ballon Bleu watch in YG and SS that I got in 2016. I also have a Cartier love bracelet that I picked up in March 2018. I didn’t get a cleaning kit or a travel pouch for either, do you think I can go to the store and ask for it now?

 

[Prada Prince]

Hi! I have a Cartier Ballon Bleu watch in YG and SS that I got in 2016. I also have a Cartier love bracelet that I picked up in March 2018. I didn’t get a cleaning kit or a travel pouch for either, do you think I can go to the store and ask for it now?

Yes that should be perfectly fine. I got one for my Roadster after a couple of years of owning it, and have been given several cleaning kits over my visits whenever I change the cord on my Trinity bracelet.

 

[HeartHermes]

What I find interesting is how different the "trying-on" experience is from boutique to boutique. When I purchased my first Love bracelet (4-diamond in gold) I was only allowed to try on their "dummy" bracelets for sizing. The dummy bracelets are really ugly, dull, zinc-looking bracelets. They look nothing like an actual Cartier bracelet. I thought it was so odd to be spending close to $11,000 (with tax) for a bracelet that I wasn't even allowed to try on prior to purchasing it. I've never purchased jewelry where I wasn't even allowed to try it on before buying it!

Shortly after that purchase, I came across many YouTube videos where the YouTuber was shopping in a Cartier boutique and was being allowed to try on as many bracelets as they wished, even stacking them together where they banged into each other! What?! In many of those videos, they didn't even make a purchase.

I emailed my Cartier SA with a link to one of the videos and asked why I hadn't been allowed to try on any actual bracelets before making my decision on size, style, color, etc... He said that it was his boutique's policy to not allow customers to try on the actual bracelets. He didn't say why but I'm guessing it's due to worry about scratches occurring during the process. He added that if I wanted to purchase another bracelet at some point, he would take me to a private room and let me try on whatever I liked.

When I purchased my next Love (rainbow bracelet) I just ordered it online since I already knew what size I needed and because my first in-store purchasing experience had been so mundane...i.e. no champagne celebration. I did receive a nice book about the history of Cartier several weeks later in the mail, but that was the only advantage I've noticed from buying in-store.

 

[Jetsetmax]

What I find interesting is how different the "trying-on" experience is from boutique to boutique. When I purchased my first Love bracelet (4-diamond in gold) I was only allowed to try on their "dummy" bracelets for sizing. The dummy bracelets are really ugly, dull, zinc-looking bracelets. They look nothing like an actual Cartier bracelet. I thought it was so odd to be spending close to $11,000 (with tax) for a bracelet that I wasn't even allowed to try on prior to purchasing it. I've never purchased jewelry where I wasn't even allowed to try it on before buying it!

Shortly after that purchase, I came across many YouTube videos where the YouTuber was shopping in a Cartier boutique and was being allowed to try on as many bracelets as they wished, even stacking them together where they banged into each other! What?! In many of those videos, they didn't even make a purchase.

I emailed my Cartier SA with a link to one of the videos and asked why I hadn't been allowed to try on any actual bracelets before making my decision on size, style, color, etc... He said that it was his boutique's policy to not allow customers to try on the actual bracelets. He didn't say why but I'm guessing it's due to worry about scratches occurring during the process. He added that if I wanted to purchase another bracelet at some point, he would take me to a private room and let me try on whatever I liked.

When I purchased my next Love (rainbow bracelet) I just ordered it online since I already knew what size I needed and because my first in-store purchasing experience had been so mundane...i.e. no champagne celebration. I did receive a nice book about the history of Cartier several weeks later in the mail, but that was the only advantage I've noticed from buying in-store.

The first time I tried on a Love bracelet, I also tried on the "Dummy bracelets" first to figure out the size, then they brought out the real ones. Since then they have always brought out the real ones. I do think there is concern about people scratching them when trying them on. A lot of people don't want to buy items that may have been scratched accidentally from other people trying them on. Just look at all of the posts on the forum where people get upset about scratches they get on their own Love bracelets while wearing them.

That being said, I think once you have a sales person (especially if you connect with the person), the experience is certainly much nicer. I've had some wonderful sales associates there. They always offer champagne, water, I think chocolates, even when I don't buy and I'm just looking. I've been invited to parties, and my sales person has sent gifts around the holidays and birthdays, a hardcover Cartier book on their watches, a floral arrangement in a vase, a set of porcelain limoges with the Fifth Avenue Mansion on them, and cologne and perfume for me and my spouse.

Hopefully, you will have better experiences in person in the future. Cheers!

 

[HeartHermes]

The first time I tried on a Love bracelet, I also tried on the "Dummy bracelets" first to figure out the size, then they brought out the real ones. Since then they have always brought out the real ones. I do think there is concern about people scratching them when trying them on. A lot of people don't want to buy items that may have been scratched accidentally from other people trying them on. Just look at all of the posts on the forum where people get upset about scratches they get on their own Love bracelets while wearing them.

That being said, I think once you have a sales person (especially if you connect with the person), the experience is certainly much nicer. I've had some wonderful sales associates there. They always offer champagne, water, I think chocolates, even when I don't buy and I'm just looking. I've been invited to parties, and my sales person has sent gifts around the holidays and birthdays, a hardcover Cartier book on their watches, a floral arrangement in a vase, a set of porcelain limoges with the Fifth Avenue Mansion on them, and cologne and perfume for me and my spouse.

Hopefully, you will have better experiences in person in the future. Cheers!

When customers have been allowed to try on bracelets in the videos I've seen on YouTube, the sales associate was the one who operated the screwdriver and placed it on their arm. So I don't think there's a lot of risk of it being scratched during the process of putting it on. Even if they goofed and scratched the bracelet, I'm sure it could be sent off to be buffed out by Cartier.

They need to have a few "real" sample bracelets for customers to try on to get a clear idea of how the bracelet will look and feel before they shell out the cost of a good used car.

Not sure which boutique you've shopped in, but you def don't get that level of service (Champagne, chocolates, etc...) at the boutique near me, at least it was never offered when I've shopped there. There seems to be no consistency of service across boutiques. It sounds like you are fortunate to live near or shop in one of the boutiques that truly values its customers and has established a higher standard of customer care.

 

[Jetsetmax]

When customers have been allowed to try on bracelets in the videos I've seen on YouTube, the sales associate was the one who operated the screwdriver and placed it on their arm. So I don't think there's a lot of risk of it being scratched during the process of putting it on. Even if they goofed and scratched the bracelet, I'm sure it could be sent off to be buffed out by Cartier.

They need to have a few "real" sample bracelets for customers to try on to get a clear idea of how the bracelet will look and feel before they shell out the cost of a good used car.

Not sure which boutique you've shopped in, but you def don't get that level of service (Champagne, chocolates, etc...) at the boutique near me, at least it was never offered when I've shopped there. There seems to be no consistency of service across boutiques. It sounds like you are fortunate to live near or shop in one of the boutiques that truly values its customers and has established a higher standard of customer care.

I certainly understand wanting to try on the real bracelets. As mentioned other than the very first time for figuring out size, I've always been able to try on the real ones. I was even able to try on 2 real ones the first time I was buying, just to be certain I would be happy with the size (I was trying to decide whether I wanted a looser or tighter fit). I will say, I have seen people accidentally scratch a bracelet, or want to try it on with their other bracelets and/or watch. Yes, a bracelet can be buffed, but many people don't want to spend thousands of dollars on a bracelet that has been scratch by someone else and then buffed. I know I wouldn't. I want mine to be brand new and not buffed because its been scratched by other people, but maybe you aren't as fussy as I am.

I live about an hour from my nearest Cartier boutique. I'm sure I am very far from one of their best clients, but I have made all of my Cartier purchases there since 2008. Sadly, I'm on my third sales lady, as my others have left, but each of them have been great. If you have only been to your local boutique for that initial purchase, maybe you should go back to see what is new and see if your sales associate is any better on a subsequent visit. Or if you fancy a trip to Boston at some point to visit my nearest boutique, I would be glad to give you the name of my sales associate. Cheers!

 

[vhuynh2]

I think service depends on the location. I have purchased from Vancouver, Chicago, and San Francisco. My husband purchased in Toronto. Champagne was offered in Toronto and San Francisco, bottled sparkling water in Chicago, and bottled water and chocolate in Vancouver. I have only been to each location once, so I can’t say if this is what each location consistently offers.

 

[HeartHermes]

I certainly understand wanting to try on the real bracelets. As mentioned other than the very first time for figuring out size, I've always been able to try on the real ones. I was even able to try on 2 real ones the first time I was buying, just to be certain I would be happy with the size (I was trying to decide whether I wanted a looser or tighter fit). I will say, I have seen people accidentally scratch a bracelet, or want to try it on with their other bracelets and/or watch. Yes, a bracelet can be buffed, but many people don't want to spend thousands of dollars on a bracelet that has been scratch by someone else and then buffed. I know I wouldn't. I want mine to be brand new and not buffed because its been scratched by other people, but maybe you aren't as fussy as I am.

I live about an hour from my nearest Cartier boutique. I'm sure I am very far from one of their best clients, but I have made all of my Cartier purchases there since 2008. Sadly, I'm on my third sales lady, as my others have left, but each of them have been great. If you have only been to your local boutique for that initial purchase, maybe you should go back to see what is new and see if your sales associate is any better on a subsequent visit. Or if you fancy a trip to Boston at some point to visit my nearest boutique, I would be glad to give you the name of my sales associate. Cheers!

So you were allowed to try on two actual, real bracelets before having to choose one and pay for it. That's the way it should be! I was not since (per my Sales Associate) it's the "store policy" to not let customers try on Love bracelets prior to purchasing them. (The store I'm referring to is at Lenox Square in Atlanta, Georgia.)

After trying on the dummy bracelets to choose a size, I had to hold the real bracelets up to my arm and try to imagine how they would look on. It's not a very satisfying way to choose a bracelet you plan to wear every day for the rest of your life.

As mentioned earlier, I finally selected the 4-diamond Love, hoping I wasn't making an $11,000 mistake. It was between the 4-diamond and the 10-diamond and I may have gone with the 10-diamond if I'd been able to actually try it on.

Thanks! No plans to visit Boston in the near future but appreciate that offer.