Cartier Reviews 

Cartier
If you ever decide to buy an ring from Cartier for almost 3,000 euros - never do it. They promise a 30-day return or resize policy and then end up refusing you. I'm in shock.

#neveragain #cartier

I purchased a bracelet from Cartier as a special gift for my wife, only to find out it was too big. After wearing it once for just a few seconds, we decided to exchange it for the correct size. However, the store directed us to handle the exchange online. I returned the bracelet via FedEx, but Cartier claimed it had multiple abrasions and signs of wear, which was not the case when we shipped it back.

Despite my efforts to resolve the issue through multiple communications and follow-ups, Cartier refused to proceed with the exchange or refund. This situation has been incredibly distressing, as the purchase was meant to be a special and joyful gift for my wife.

How can this company improve?

Improve Return and Exchange Policies: Ensure that in-store exchanges are possible, especially for items that have been minimally worn and are in near-original condition.
Enhance Quality Control Procedures: Implement a more transparent and customer-friendly quality control process to avoid discrepancies and disputes.
Provide Better Customer Service: Ensure that customer service representatives are better trained to handle such cases with empathy and urgency, particularly for high-value purchases.
Communicate Clearly and Promptly: Maintain open and clear communication with customers throughout the return/exchange process to avoid misunderstandings and build trust.
Honest, Helpful, and Constructive Feedback:

While I understand that Cartier has policies in place to protect the integrity of their products, the current process can be improved to better serve customers, especially in cases where the product is in near-original condition. A more customer-centric approach, enhanced transparency, and improved communication would go a long way in ensuring a positive experience for customers making significant purchases.

Final Thoughts:

I hope Cartier takes this feedback constructively and makes the necessary improvements to their return and exchange process. This would help restore customer trust and ensure that special purchases, like mine, can truly bring joy and satisfaction

I went into the Cartier at the Stanford mall in Palo Alto,CA to have my watch polished while shopping . I was informed they do not polish watches , but it would need to be sent out . I have dropped off my watch several times and they take it on the back to clean . Adding insult was how rude and condescending the two associates were . Looking at each other as if I had asked for after watch . Very rude and unprofessional . I left with my watch and without the purchase I was planning to make . Cartier has definitely gone done hill . Just read the other reviews here .

I bought a love bracelet in 2019 in Dubai and it kept falling off, I sent it to Cartier Canada in 2020 and they repaired it. Now last week April 2024 the bracelet came off once again and I lost it. I did not wear the bracelet often only on special occasions. The quality is just not there , the bracelet shouldn't fall off when you have screwed it shut. Now Cartier has responded to this post to get in touch with a Cartier representative so I did just for them to say they can't do anything!! Why respond then just BS!!

Our experience at Cartier MBS was nothing short of extraordinary, thanks mainly to Samantha's excellent service. Samantha's friendliness and competence made us feel welcome and valued from the time we walked into the store. Her meticulous attention to detail and dedication to ensuring our pleasure were clear during our visit. Furthermore, we were happy with the extra assistance provided by Xavier and Lucas, who went above and beyond to help us with personalising our wedding band bands and improving our whole shopping experience. Their professionalism and dedication represent Cartier's reputation for providing excellent service. We are really appreciative of their assistance, which has made our experience with Cartier genuinely unforgettable.

In 2023 my daughter and I visited Cartier in Harrods. We had made an appointment so our visit was expected. I wanted to purchase the gold love bracelet and my daughter offered to buy me the love ring.

The S.A. was not really interested in us and was more interested in what was going on, on her colleagues table.

Her demeanor was off. she was slumped in her chair and not much eye contact.

She assumed that we couldn't afford the Cartier jewellery. (being that we are BLACK).

As time went on and I felt that this S.A. was not interested in us only our money, I decided that I wasn't going to spend one penny of my inheritance money in this racist store and the racist staff that go along with it.

However my daughter that is a Chartered Accountant decided that she wanted to treat me. I wasn't happy with this but it's her money.

I don't know why people especially black people buy in these over priced racist stores. Remember that the guy who started this jewellery is Italian and they don't like Blacks. The S.A. was Spanish and they don't like black people.

When I complained about the service that we had received the racist manager sent us a catalogue, that went in the bin. If the truth be known all I wanted was them to offer us a refund.

NEVER JUDGE A BOOK BY IT'S COVER YOU RACIST LOT.

I will never purchase anything from Cartier ever again. If I could give this company less than 1* I would.

My partner bought me a love bracelet for my 30th birthday which was a tremendously special gift costing over £7.5k.
He wanted to keep it as a surprise and ordered the size he anticipated to fit me online with no worries as they have an exchange service.
I opened the gift and the bracelet was closed, he placed opened the screws with the screwdriver they provide to do such task, he placed on my wrist and closed it back up with the screwdriver. We read before hand that they advise this should be placed on the wearers wrist by a second person due to the difficulty of the screws, so this is what we did.

It was clear the bracelet was fitting too closely straight away as it was sitting on my wrist bone. So my partner removed it, and we processed an exchange for the size up. Our judgement then being decided upon reviewing the size guide they provide online. Once we measured my wrist we seen we needed the size up.

Firstly, the exchange was delayed due to DHL never arriving to collect the piece, and I did not want to take it to a drop of centre purely for the value and I wanted to ensure it was safe. So I had to get back in touch for them to rearrange collection again which delayed the process by over a week.

Once Cartier received the piece they said it was damaged. Damaged by the screwdriver that they provided us to remove the screws, apparently. They said this is common due to the nature of 18k white gold being a soft material but there is simply nothing they will do about it if there is any type of scratch - no matter how long it was worn for or how superficial the scratch or mark is. Which blows my mind due to the price of it and all the correct precautions were taken in just 1 try on.
I did not check the piece for the scratches before trying on, I was just excited to get it on my wrist and see what it looked like. I asked for evidence of the condition it was send out in so I could compare the images, as I could not comprehend how these small tiny scratches to the screws that they took pictures on could have been from the piece I tried. It must have been impossible as I had it on for a few short minutes. They said they will not send evidence of the condition they sent it out as they operate high security warehouses. But deem us to have damaged it.

They have our money and left us in a impossible position with a £7.5k bracelet that does not fit.

They will not exchange it for the size up or give us any options. The only option we were given was “you can sell it elsewhere”.

The manager on the phone even mentioned how she suspected the scratches were from the screwdriver provided to take the piece on and off “from past experiences”. Deeming this as a common problem with the bracelet.

We are so truly disappointed and disheartened. I will never buy anything from Cartier again. They are acting like they have the authority to speculate and not provide any evidence of the condition they dispatched it in from their side because they are of such status.

I really feel like I cannot be the only person that this has happened too, and clearly not from the manager Yasmin mentioning she has seen this before but will do nothing about it. We took such care of the piece, as anybody would due to the value. It was on and off my wrist in minutes. We are left in an impossible situation and they not offering any help now they have our money, they simply could not care less.

Updated - the reply from Cartier below is generic which you will see on all reviews. Clearly from my review we have already been in touch and invested so much time with Cartier about this issue using the contacts they have provided below and they have absolutely no intention of helping us.

I am deeply disappointed with the customer service I received from Cartier. I purchased a Cartier ring nine months ago, only to have it break due to a manufacturing issue. When I brought it to two different Cartier branches for repair, I was shocked to be asked to pay 700 Qatari riyal for the repair, despite it being clearly a manufacturing defect.

Even after leaving my ring with one of the stores with the assurance that it would be sent to Paris for inspection, it has been over a month with no update on the status of my ring. The lack of communication and accountability from Cartier throughout this process has been extremely frustrating.

I expected better from a renowned brand like Cartier and am deeply disappointed by their failure to stand behind their products and provide adequate customer service. I urge others to reconsider purchasing from Cartier based on my experience.

Overall Rating: ⭐ (one star)

My husband recently purchased a Cartier watch as a gift for a special birthday. However, the velvet travel pouch was not included.

I got in touch with Cartier customer care and requested that they send a travel pouch out to me. Upon contacting them, I was told that whilst they would be happy to provide one for me, I would be expected to visit one of their London boutiques in person. For context, London is over 200 miles away and the journey would incur both significant further inconvenience and significant additional cost to myself.

As one might imagine, I was disappointed by this response to say the least as I had explained the significance and the sentiment attached to the gift. After having spent thousands of pounds on their product, the suggestion that I should make a journey of over 200 miles was frankly audacious, particularly given that I had not received the full compliment of goods upon purchasing.

If this is their response to a simple travel pouch, I dread to think how they would address more serious matters.

I have the Tank Must Solarbeat watch, and it keeps losing time no matter how much i charge it. I Emailed Carter and they got back to me with a load of BS on how to charge it. See below what they sent me. You have to be a scientist to understand it. And they don't tell you all this before buying it, and not on any website.

To ensure that the timepiece is being sufficiently charged, I have included the following recharge parameters for the Tank SolarBeat photovoltaic movement, for your convenience:

Outdoor - Sunny (> 50,000 Lux)
Exposition to light for 1-day autonomy - 3 minutes
Exposition to light for full recharge - 9 hours

Outdoor - Cloudy (20,000 Lux)
Exposition to light for 1-day autonomy - 8 minutes
Exposition to light for full recharge - 23 hours

Indoor - Lamp at 20 cm (10,000 Lux)
Exposition to light for 1-day autonomy - 12 minutes
Exposition to light for full recharge - 32 hours (~1.5 days)

Outdoor – Very cloudy (5,000 Lux)
Exposition to light for 1-day autonomy - 30 minutes
Exposition to light for full recharge - 83 hours (~3 days)

Indoor– Shopping mall (2,500 Lux)
Exposition to light for 1-day autonomy - 70 minutes
Exposition to light for full recharge - 200 hours (~8 days)

Indoor – Office (500 Lux)
Exposition to light for 1-day autonomy - 1300 minutes (~21h)
Exposition to light for full recharge - (~150 days)
I have now sent it to Luxury watch repair shops, so waiting to see what they say. from all the reviews i have read about everyone's experiences with Cartier Im not expecting too much?. If you Google this watch it says that they have been discontinued because of the time lose. I still have warranty on mine and i would honestly rather have it replaced with the Solar Tank Must even if i have to spend more money. I am still waiting for updates on my watch and will let everyone know the outcome. So as soon as i find out i will update my experience with you.

I wish I could review the watch I received, BUT I NEVER DID. I received an empty box. It was stolen (probably at the point of shipment because of the way the box was half ass taped and shipped. After me providing footage of me opening the box (mind you there are cameras all over my building’s package receiving room) and there was footage of me opening the empty box because I do so to recycle right then and there. This is the response of their investigation after only 5 days:

Cartier Order # 106804078: Lost Item Claim- Complete

Cartier
Dear Mr. Vera,
I hope this email finds you well.

We have concluded our investigation on your lost Cartier order # 106804078 for the Tank Must watch, Ref# CRWSTA0060. Our video surveillance does show that your watch was packaged at our Distribution Center and there was a clear point of delivery at the delivery address you provided on your order.

We recommend that you contact your financial institution for next best steps as we are unable to assist you further at this time.

Yours sincerely,

Gabby
Cartier Client Relations

“Contact your financial institution”. Are you saying claim fraud on your own company? Are you serious.

I want to sue them. This is theft. They are STEALING $3,500 From me. It’s so angering. Because they have such a history, but whoever is running their business doesn’t know what they’re doing.

I can’t believe that a luxury company with so much history is willing to literally STEAL $3,500 from a new customer. It’s unbelievable.

Oh and by the way!! I went to buy one myself at local AD so my wife would have the gift I intended her to buy. So I’m not playing any stupid game to get a free watch. I’m a well to do person, but that doesn’t I’m going to cross my arms and do nothing when someone is trying to steal $3,500 from me.

My dad gave me my first cartier watch when I was 18. Since then Cartier was always on the top of my mind. It was like that for almost 30 years and I was completely sure I wanted a trinity ring as my wedding ring. Sadly my fiance decided to buy my trinity ring from the online shop. He got the wrong size and then the problems started. Now I have a damged ribg that I do not want to wear; and also a watch that I am not wearing again. I always thought of Cartier as sumum in luxury and customer care and I regret every single thought of those… it is really sad

Cartier you need to get your act together regarding your customer service. In realty your general attitude of your product does not meet up with your clients. I posted my story on their face book page about a serious problem I am having with my watch. I think the product is hyped up with cartiers ego instead of servicing their customers. This was very disappointing to read about these problems and aggravation they are going thru. Would I ever buy a Cartier product again? No. Cartier has lost the personal caring willingness to their customers. I also own a Rolex. I have always been treated with dignity and educated employees to properly help their customers. Cartier has just lost its pridefull attitude that once existed and was very important to pleasing their customers.

Don't ever buy from online Cartier website unless you know that the item will fit you right! I purchased the small love bracelet from their website. When the bracelet arrived, right away I understood that the bracelet was too big on me. I tried the bracelet for less than 30 seconds. I did not even use a screw driver to lock it. So I called right away to Cartier for the exchange on smaller size, and shipped the bracelet back next day after receiving it. Week later, after they had received my bracelet, the customer service rep called me and stated that they received a scratched bracelet. The rep asked me how long I was using it, and how scratches did appear on it. I explained to rep that I had never worn this bracelet, and I sent it back in prestine condition. Then, the rep said that the management would have to "approve" if they would be able to accept this return. I said to the rep that I wanted to see photos of scratches, and the rep agreed to send them right away after we would finish talking. Also, I was promised that I will receive the phone call in the morning with a decision regarding the bracelet. No email, no phone call. So, I called back the following day evening, and I asked what was going on. I wanted to speak with a manager, but the customer service rep told me that the manager is on another call. I said, I could wait. After several minutes being on hold, the rep said "unfortunately the manager is not available anymore", and if I am calling regarding my exchange, they approved it. I asked why nobody had contacted me, and where are the photos that were promised? The rep asked me if I am "sure" that I want them. I said, yes and I waited on the phone until I received them to my email. It took rep a while to "find" photos. Also, maybe three or four times the rep was asking me if I am still sure that I want those photos. I kept repeating, yes. Finally, after several minutes of looking for them, the rep send me photos. I was hoping to see maybe a couple of fine hair scratches on the bracelet, but what the rep sent me it looked like someone took a sand paper and went all over the bracelet. Also, all the photos had different scratches in the same spot. I mean, you can navigate on where the locking of the bracelet is located. None of those photos had my purchased bracelet serial number. It was covered with someone's hand holding the bracelet. I asked the rep, please send me photos with my returned bracelet serial number. Then, the rep sent me only one photo with the serial number and the scratches were covered by hand. Finally, I asked, "Please send me a photo with serial number and scratches in the same photo, where you can see the scratches and serial number at the same time." I explained rep that I don't believe that these are the actual photos of the bracelet that I sent them back. The rep said that they could not send me these "kind" of photos. I tried asking, "Why not?" and so on. The rep only said to me," Why are you upset? You are getting a new bracelet, you have to be happy about it cause we are doing a "favor" for you by approving the return." I didn't want to argue further cause I was afraid that they might change their mind and send me a returned bracelet with "added" scratches... To everyone who is planning to buy any Cartier jewelry online. Please do a video of opening your package and inspecting the bracelet in front of the camera. Also, if you are returning it, do the same thing. I definitely will do this when I receive the new smaller size bracelet from them. This way, I will have a proof if I will need to dispute this transaction with my bank.

I recently bought my wife, a Cartier bangle sent it back to Cartier to have it polished and checked to make sure the authenticity as I bought it from eBay paid £165 to Harrods Cartier and they said no problem. We’ll send it back and get it fixed as it kept falling off my wife’s wrist. This was 6 weeks later Had an email from Cartier to say bracelets all done. We’re going to send it back to harrods Cartier, and you’ll receive it then I’ve got a phone call from a lady from Cartier Harrods saying the bracelet was not done. Have I got proof of purchase I explained that I bought it from eBay as I could not afford a brand-new one as I am disabled in the wheelchair. I want to treat my wife to something nice as she’s my carer, the lady from Harrods Cartier told me that the bracelets not been done after six weeks and waiting to get back to me I phoned harrods, Cartier this week spoke to a nice gentleman and he explained to me because I’ve not I have not got the original purchase receipt that Cartier now going to melt down my bracelet and re-mould it put the serial numbers back on it and send it back to me which I’m not happy as I thought Cartier was a high-end company and boutique with fantastic jewellery. I’ve been waiting for a response from Harrods Cartier for another week now. So I am going to phone them today. I am really not happy with the service as Cartier jewelry is meant to last year‘s and have an hand down and go through generations. I really feel that Cartier should just give me a new bracelet as this one is faulty and had been sent back as a warranty and all working two months ago but they want to melt it down. I cannot believe how ridiculous this sounds thank you Paul Newman.

Had a phone call from a lovely gentleman this morning from Cartier services called Jaden. Hopefully they can resolve this matter for me as I am really gutted about my Wife Cartier, bracelet and do not really want to. Melted down and recasted as I believe, Cartier , bracelets and Cartier jewellery should be handed down through generations. And I’ve been speaking to a lovely lady called Lara at Cartier Harrods. Think she is the manager, but she is looking into it for me and hopefully will get sorted out as it’s a manufacturing fault with the Cartier bracelet thanks again, Paul, Newman

“Regarding your case, we ensure that our management team and after-sales service department has raised this issue and has been investigating with internal department. Since this case is now in an internal process, kindly forgive us that we are still awaiting their update.”

After contacting them through emails, phones calls , been bounced around between their customer service personnel at multiple boutiques, phone call centers, online centers. Still I get this fancy way of saying “ we still pointing our fingers at each other, but no one wants to help you yet.

For god’s sake!!! I just want to get my defective sunglasses fixed how hard it is!?!?!?!

Bought a pair of ct0334s 001 for £1050, wore a few times then one of the hinge with lacquering detail just came off for no reason, very bad quality for this price.

I bought a Cartier Panthere mini watch in november 2023. A month after that i realized that it was just too small on my wrist and decided to exchange the watch to a small model instead. I reached out to customer service, which made an exception for me, because while having the mini watch i adjusted the link in a Cartier store. I must admit that the exchange process was very long, but the customer care took ao much care of me as a customer. I wrote email almost everyday to check on the exchange process and customer service replied within few hours. Always great response no matter how angry and upset i was as a customer. I really appreciate all the communication and all the effort customer care did for me and i am sure they are doing amazing work with other customers as well.

I read many opinions about exchange process stating that Cartier does not accept exchanges etc. Thats not true, if your piece that you have purchased is in pristine condition - the exchange will pass the quality control.

Happy and pleased!

Quick and easy delivery of two love rings. Sorted out issues promptly

My husband has over the years purchased many Cartier items for both myself and our daughter. For Christmas he wanted to surprise me with a Cartier love ring to match the bangle he purchased a few months earlier. The ring was too big so he went back to Harrods to exchange for a smaller size. I had only tried the ring on. Harrods said it had signs of wear which my husband disputed (to no avail) so we are left with a Cartier ring that doesn’t fit. Wish we had read the reviews before as most have same complaint. The staff at Harrods clearly forget they work for Cartier, they are NOT Cartier! Rude, disrespectful people. Think before purchasing any item from Cartier and never buy a gift as a surprise EVER!

After sending my vintage watch in for a service it was returned after 3-4 weeks. Great.
Though during the refunishing, they brushed off the serial number on the caseback. I concacted them immediately and they suggested sending it back in.

Sent it back the next day and it took around 4 weeks to provide an estimate.
They said 2 to 4 weeks to engrave the serial number back on.
4 weeks passed and I'm informed it was a mistake and would take 23weeks to complete.
I find this excessive timeframe to engrave a serial number on the caseback.

Lack of updates provided, the cartier ambassadors don't return emails and when they do, it's usually wishy washy responses and unclear what they are actually saying

No complimentary service offered or partial refunds, only a loan watch was offered while mine is with them for the 6 months.
Accepting the loan, they then send out the wrong loan watch and is the wrong size.
3 days later and i am still trying to get a response for them to arrange collection and redelivery of the correct loan piece which i agreed to.

It really seems like nobody has any idea within the service department and watchmakers lacking negligence to polish off the number in the first case