Store purchase question

[pinkgirl713]

I waited to purchase my bracelets in store and shopped at the AVentura Mall Cartier. I had a really crappy experience and I’m so mad about it. It ruined the experience completely for me. I asked for the travel pouch with pillow and he never even told me he didn’t have them and gave me some huge funky travel case. So I went back and another guy says they will ship it to me supposedly when they get them but I don’t believe it. Would the customer service help if I called and asked for them? I purchased 2 bracelets in store and I’m irritated.

My other big question is this.

Is it normal that they pull out bracelets from a drawer that seemed like they were display purpose bracelets? How do I know it’s new? I think he lied to me and I’m so upset about the whole thing. He just magically pulled out 2 bracelets and I’m wondering if those are used for sizing purposes only and are put back if someone doesn’t buy. For spending over $12K in a store, I’d expect to be sure it’s brand new and never put on anyone else. I had them wrap my items and haven’t worn them out of the store. Do I open it here and inspect them before leaving for home tomorrow?

I purchased a Love ring in AZ 2 years ago and had the best experience ever and the lady was amazing. I hoped to ask questions and just couldn’t. The guy couldn’t wait to get rid of me.

 

[lill_canele]

For your 1st question, I am not sure.
I would try to give the SA the benefit of the doubt and assume that he/she misinterpreted/misunderstood you since he/she did not say that the travel pouches w/ pillow were not available but did give you a type of travel container.
If you had asked the same SA specifically about the "travel pouch with pillow" and he/she said that they had them, then that would err more on the side of lying.

I have gone in to try on and buy rings, bracelets, and watches from Cartier.
In my experience, they pull out various sizes from the bottom drawers if the ones on display are not my size. This is just for trying on purposes only.
When I buy an item, it does get pulled from the bottom drawer or from the back where they have more stock. For the bracelets they have always been plastic wrapped (same with watches), but I usually ask to wear it out of the store so they take all of that stuff off.


Aventura Mall is in Miami, correct? I've never been there but since it is a popular tourist and travel destination I can imagine that there are a high influx of customers coming in. Generally in locations like that, because the SA's are so busy, they can be in a hurry and may not be able to take their time with you. Unfortunately, this is how it is sometimes. (I am aware of this because I live in Southern California and am near South Coast Plaza and Beverly Hills, some of the places that have the highest shopping traffic in the US.)

While everyone loves to have the luxury experience and a good time, hopefully at the end of the day you were able to buy the item(s) you wanted and are happy with the items and the quality of the items themselves.

 

[Cat Fondler]

I waited to purchase my bracelets in store and shopped at the AVentura Mall Cartier. I had a really crappy experience and I’m so mad about it. It ruined the experience completely for me. I asked for the travel pouch with pillow and he never even told me he didn’t have them and gave me some huge funky travel case. So I went back and another guy says they will ship it to me supposedly when they get them but I don’t believe it. Would the customer service help if I called and asked for them? I purchased 2 bracelets in store and I’m irritated.

My other big question is this.

Is it normal that they pull out bracelets from a drawer that seemed like they were display purpose bracelets? How do I know it’s new? I think he lied to me and I’m so upset about the whole thing. He just magically pulled out 2 bracelets and I’m wondering if those are used for sizing purposes only and are put back if someone doesn’t buy. For spending over $12K in a store, I’d expect to be sure it’s brand new and never put on anyone else. I had them wrap my items and haven’t worn them out of the store. Do I open it here and inspect them before leaving for home tomorrow?

I purchased a Love ring in AZ 2 years ago and had the best experience ever and the lady was amazing. I hoped to ask questions and just couldn’t. The guy couldn’t wait to get rid of me.

So aggravating! If you’re in doubt I would take the unwrapped boxes and ask for the store manager to unwrap and inspect them. Chances are they’re totally fine, but should there be even the slightest scratch you wouldn’t be able to return them. This is also a chance for the manager to make it right and provide reassurance, who should be very conscientious about making customers happy.
Unfortunately service is hit or miss everywhere. I recently visited the South Coast Plaza boutique and the SA was so pushy and impatient. I was there to specifically to purchase the small gold JUC. She brings out the diamond version, and I get it, they want you to consider it. I said no thank you and then had me try on what I believe was the bracelet everyone tries on and asked if I wanted to wear it out of the store but I could see it was bent, and that I’d like a brand new one. She said she couldn’t see that it was bent! I’m glad I had my wits about me and insisted on a new one.
I think sometimes we get caught up in the moment or are new to the experience and have expectations, but Cartier should always provide a premium experience.
Hope you’re not too upset, and if you are able to, try another boutique in the future if this one doesn’t please you. Good luck!

 

[JOJA]

What does the travel case look like? I'd take that over the pouch.

 

[pinkgirl713]

So aggravating! If you’re in doubt I would take the unwrapped boxes and ask for the store manager to unwrap and inspect them. Chances are they’re totally fine, but should there be even the slightest scratch you wouldn’t be able to return them. This is also a chance for the manager to make it right and provide reassurance, who should be very conscientious about making customers happy.
Unfortunately service is hit or miss everywhere. I recently visited the South Coast Plaza boutique and the SA was so pushy and impatient. I was there to specifically to purchase the small gold JUC. She brings out the diamond version, and I get it, they want you to consider it. I said no thank you and then had me try on what I believe was the bracelet everyone tries on and asked if I wanted to wear it out of the store but I could see it was bent, and that I’d like a brand new one. She said she couldn’t see that it was bent! I’m glad I had my wits about me and insisted on a new one.
I think sometimes we get caught up in the moment or are new to the experience and have expectations, but Cartier should always provide a premium experience.
Hope you’re not too upset, and if you are able to, try another boutique in the future if this one doesn’t please you. Good luck!

Omgosh! That’s insane that it was bent. Now I’m even more freaked out about something being wrong. They tried to get me to wear it out too and I didn’t want to. I’m going to talk to my husband about it to see if we can go back today since it’s our last full day here. I didn’t really inspect anything and now I feel like my worries might be confirmed. Maybe I should call and ask the store if the ones in the case are tried on people which I think they are.

 

[pinkgirl713]

For your 1st question, I am not sure.
I would try to give the SA the benefit of the doubt and assume that he/she misinterpreted/misunderstood you since he/she did not say that the travel pouches w/ pillow were not available but did give you a type of travel container.
If you had asked the same SA specifically about the "travel pouch with pillow" and he/she said that they had them, then that would err more on the side of lying.

I have gone in to try on and buy rings, bracelets, and watches from Cartier.
In my experience, they pull out various sizes from the bottom drawers if the ones on display are not my size. This is just for trying on purposes only.
When I buy an item, it does get pulled from the bottom drawer or from the back where they have more stock. For the bracelets they have always been plastic wrapped (same with watches), but I usually ask to wear it out of the store so they take all of that stuff off.


Aventura Mall is in Miami, correct? I've never been there but since it is a popular tourist and travel destination I can imagine that there are a high influx of customers coming in. Generally in locations like that, because the SA's are so busy, they can be in a hurry and may not be able to take their time with you. Unfortunately, this is how it is sometimes. (I am aware of this because I live in Southern California and am near South Coast Plaza and Beverly Hills, some of the places that have the highest shopping traffic in the US.)

While everyone loves to have the luxury experience and a good time, hopefully at the end of the day you were able to buy the item(s) you wanted and are happy with the items and the quality of the items themselves.

I did ask for the travel case with the pillow and he said ok. So he didn’t tell me at the end he didn’t have them. I happened to look in the bag when we were leaving the mall and noticed. Maybe he didn’t understand. Who knows. I’m going to call customer service when I get back and try to get it. My actual SA at AVentura didn’t get my info down. It was a guy who directed customers at the front to SA’s that took my info down so I’m hoping he follows through to get those travel pillow pouches to me. I travel a lot for work and if I need to take them off, I’d really prefer to have the correct pouches.

Ok so if it was in a plastic baggie, I should be ok since he pulled them out of a drawer? I didn’t expect too much and it looked okay on my wrist. I took some photos. Maybe if you can look and see if anything looks off, I’d really appreciate it.

I really really love the pieces. I’ve been to Fashion Show mall in AZ and that’s where I got the most amazing sales person. I think that’s why I was so disappointed yesterday.

 

[pinkgirl713]

What does the travel case look like? I'd take that over the pouch.

It’s a wide travel pouch, like double or triple the size of the typical bracelet pouch with pillow. It’s not a case. I’ll try to take a pic of it when I get back from the beach.

 

[Purrsey]

Chiming in to say hope you’ll be able to find a good closure; it deserves a happy ending.

But mainly here to say yay now 17 looks perrrrfect on you!

 

[Seaglasshunter]

I'm sorry you are upset. It sounds like you may have gotten an upgrade on the travel pouch. Maybe they were out? I've heard it happens. It sounds like maybe you got a nice gift (even if it wasn't what you wanted).

As for the bracelets - yes, they pull them on from behind the counter. That's been my experience. I'm not sure you can expect that no one has 'tried it on.' That sounds a bit excessive in my opinion. My love had a scratch at the screw. I decided this was a good thing as I didn't put the first scratch in it.

 

[lill_canele]

I did ask for the travel case with the pillow and he said ok. So he didn’t tell me at the end he didn’t have them. I happened to look in the bag when we were leaving the mall and noticed. Maybe he didn’t understand. Who knows. I’m going to call customer service when I get back and try to get it. My actual SA at AVentura didn’t get my info down. It was a guy who directed customers at the front to SA’s that took my info down so I’m hoping he follows through to get those travel pillow pouches to me. I travel a lot for work and if I need to take them off, I’d really prefer to have the correct pouches.

Ok so if it was in a plastic baggie, I should be ok since he pulled them out of a drawer? I didn’t expect too much and it looked okay on my wrist. I took some photos. Maybe if you can look and see if anything looks off, I’d really appreciate it.

I really really love the pieces. I’ve been to Fashion Show mall in AZ and that’s where I got the most amazing sales person. I think that’s why I was so disappointed yesterday.

Understood, yea, then that's really weird.

I think they're all in plastic baggies. Tiffany and Co. does the same thing. It's the easiest way to save space.
Yea, I think it looks perfectly fine!

 

[Swanky]

A lot of stores have no travel pouches and no cleaning kits. While my SA has gifted me travel pouches for all my purchases I still haven't received a cleaning kit. They're not always available or given with purchases no matter how much you spend.

All my items have been pristine upon opening, I wouldn't stress about it as it's not typical to receive a less than perfect item from Cartier.

 

[periogirl28]

It’s a wide travel pouch, like double or triple the size of the typical bracelet pouch with pillow. It’s not a case. I’ll try to take a pic of it when I get back from the beach.

I'm wondering if they gave you a watch travel case...

 

[Louboutin329]

They could have given you the necklace pouch without the hard insert. That looks like the bracelet one but definitely oversized.

 

[Pop Art Suzy]

Wow, sounds like you had a horrible experience. I'm sorry to hear that. Even though all my Cartier purchases have been online (we don't have a Cartier boutique here in Colorado), I've always received items in pristine condition. Never a problem. However, if I ever did go into a Cartier in person, I would expect the same excellent service whether you spend $1,000 or $12,000...so that really bothers me that your experience was less than average. If it was me, I'd complain, but that's what I'd do. Not sure if you're comfortable with that, but I'd be really upset, especially considering the amount of money you spent. Hope it works out well for you in the end. Your bracelets look like they're in excellent condition.

 

[TC1]

The bracelets both look great to me and I see the plastic baggies in the pic you posted. I guess it's upsetting that you didn't get the customer service you expected. If I didn't think an SA was worth my purchase I probably would have left and purchased online *shrug*