Warning: be very careful with Cartier customer service when something goes wrong with a polish!

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#31
**Ann** said:
It’s called the shine service. Takes about 5 minutes.
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Hi Ann! Did you simply walk in and ask for this or were you in the store for another purchase? I am asking because I was recently at the Short Hills boutique in NJ but they told me they were not doing any complementary cleaning for my LOVE. However this week I visited the store in ICONSiam in Bangkok and was provided with this service...and the SA got a sale of a JUC from my "cleaning" visit too <wink>
 
#33
I recently brought my new Cartier pave diamond bracelet, purchased in November 2023, to be repaired in a specific tiny area. I explicitly requested that it not be polished, as I wanted to preserve its original condition. The sales associate at the Tyson Corner, VA location assured me that it would not be polished, as it would incur an additional fee. However, when they called me to pick it up a couple of weeks later, I was dismayed to find that the bracelet had indeed been polished, as noted on the invoice. I am extremely saddened and disappointed, as this piece holds great sentimental value and I had saved up for years to purchase it. I have never polished any of my other Cartier items and consider myself a loyal customer. This experience has left a sour taste in my mouth.
 
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#34
ramona_p said:
I recently brought my new Cartier pave diamond bracelet, purchased in November 2023, to be repaired in a specific tiny area. I explicitly requested that it not be polished, as I wanted to preserve its original condition. The sales associate at the Tyson Corner, VA location assured me that it would not be polished, as it would incur an additional fee. However, when they called me to pick it up a couple of weeks later, I was dismayed to find that the bracelet had indeed been polished, as noted on the invoice. I am extremely saddened and disappointed, as this piece holds great sentimental value and I had saved up for years to purchase it. I have never polished any of my other Cartier items and consider myself a loyal customer. This experience has left a sour taste in my mouth.
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To be honest, all the threads about rounded edges also doesn´t make me want my loves be polished.
But I do wonder if you get a bracelet repaired if there is even a possibilty to repair it without polishing. If they have to change srew machanisms repair scratches, I would imagine that you would always see where they maybe added material or changed something on the bracelet. Coming from a mechanical work background I think it is necessary to polish otherwise you would see the difference in the surface from eg old and new material.
Maybe I am completely wrong and happy to hear if somebody has more insights of repairing bracelets and how it is done.

Anyways I totally understand your disappointment and maybe Cartier also has to explain to their customers that certain repairs make it necessary to polish. <3
 
#36
ramona_p said:
I recently brought my new Cartier pave diamond bracelet, purchased in November 2023, to be repaired in a specific tiny area. I explicitly requested that it not be polished, as I wanted to preserve its original condition. The sales associate at the Tyson Corner, VA location assured me that it would not be polished, as it would incur an additional fee. However, when they called me to pick it up a couple of weeks later, I was dismayed to find that the bracelet had indeed been polished, as noted on the invoice. I am extremely saddened and disappointed, as this piece holds great sentimental value and I had saved up for years to purchase it. I have never polished any of my other Cartier items and consider myself a loyal customer. This experience has left a sour taste in my mouth.
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Make a complaint up the chain of command and insist on a new one since they have polished your relatively new bracelet and removed gold, etc.

Good Luck!
 
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#38
Does anyone else have insight on this? I dropped off my love bracelet to update to the newest lock mechanism at and told them several times loud and clear- please do not polish aka please do not remove any of the scratches. Well the SA calls me today and tells me they did a “Refinishing” which does indeed remove scratches. I’m not sure why they can’t get it together when clients tell them please don’t remove the scratches. They must’ve dealt with this many times before… She apologized but she said she was unaware between the terminology of repolishing vs refinishing.
 
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#39
Cartier<3 said:
Does anyone else have insight on this? I dropped off my love bracelet to update to the newest lock mechanism at and told them several times loud and clear- please do not polish aka please do not remove any of the scratches. Well the SA calls me today and tells me they did a “Refinishing” which does indeed remove scratches. I’m not sure why they can’t get it together when clients tell them please don’t remove the scratches. They must’ve dealt with this many times before… She apologized but she said she was unaware between the terminology of repolishing vs refinishing.
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I have read this before somewhere too! So I called them when I recently had the screws fixed or whatever and I told them I like the patina and told them not to mess with, both in boutique and I called as well after dropping it off to confirm. They cleaned it which I think the called repolishing it. But yeah I felt like I had to waive my arms around to make sure there wasn’t a misunderstanding.
 
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#40
Morrison7552 said:
I have read this before somewhere too! So I called them when I recently had the screws fixed or whatever and I told them I like the patina and told them not to mess with, both in boutique and I called as well after dropping it off to confirm. They cleaned it which I think the called repolishing it. But yeah I felt like I had to waive my arms around to make sure there wasn’t a misunderstanding.
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Yes!! Repolishing, refinishing, resurfacing…whatever they want to call it. I told her so many times please don’t remove the scratches and somehow she was unable to communicate that with servicing. I am frustrated.
 
#41
Cartier<3 said:
Yes!! Repolishing, refinishing, resurfacing…whatever they want to call it. I told her so many times please don’t remove the scratches and somehow she was unable to communicate that with servicing. I am frustrated.
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Are you upset because they removed gold? That was my concern. I would call Cartier and tell them it is unacceptable and that it had sentimental value to you and it doesn’t look like your old bracelt and see what they tell you.

Sorry this happened to you I would be upset too!
 
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#42
Morrison7552 said:
Are you upset because they removed gold? That was my concern. I would call Cartier and tell them it is unacceptable and that it had sentimental value to you and it doesn’t look like your old bracelt and see what they tell you.

Sorry this happened to you I would be upset too!
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Yes, it is upsetting because I told them not to remove any gold or scratches and they did. I think the SA was unexperienced because she had no idea that there were differences in terminology between resurfacing, repolishing, and refinishing. Yes, the bracelet does have sentimental value to me and I didnt want it altered (minus the screw mechanism because it kept coming loose. Thanks for your suggestions.
 
#43
I can see two issues being raised here -- rounded edges and "lost" gold. I have several cartier loves and JUC, but it would not occur to me that there would be a financially significant loss of gold -- please explain to me ? (serious question) Personally the "rounded edges" don't bother me and I can't really notice them in the photo -- do they have to be examined closely to see it or is it obvious from say 5 feet away? I'd prefer a shiny bracelet. I got rid of my original love after it became scratched or "patina'd."
 
#44
Cartier<3 said:
Does anyone else have insight on this? I dropped off my love bracelet to update to the newest lock mechanism at and told them several times loud and clear- please do not polish aka please do not remove any of the scratches. Well the SA calls me today and tells me they did a “Refinishing” which does indeed remove scratches. I’m not sure why they can’t get it together when clients tell them please don’t remove the scratches. They must’ve dealt with this many times before… She apologized but she said she was unaware between the terminology of repolishing vs refinishing.
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I am also wary of this issue - mostly because of the rounding that seems to happen to some bracelets, not really the loss of gold. Can you see an appreciable difference now in the Love in terms of the crispness of the edges? On the other hand I would welcome getting rid of all the scratches. It's frustrating some boutiques cannot seem to do one without the other.
 
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