Cartier

Review: REPAIR ISSUES AND CUSTOMER SERVICE ISSUES - I brought my Cartier watch in for repair at the midtown store on [redacted] in NYC. The movement in the watch only required repair. The watch was never measured before taking it in for repair and I was not told that the bracelet would be removed from the face. When I picked up the watch, after I was told the repair was complete, I tried on the watch and it was too small. I could not close the watch on my wrist. I was told that the watch bracelet had been removed during the repair and they misplaced my original bracelet. This is a sentimental piece and I am appalled that such a prestigious store could LOSE my watch bracelet after I entrusted my timepiece with Cartier and expected to receive MY watch after the repair was done. At first, the sales assistant said that things like this 'happens' and that bracelets get misplaced during repair! Then I was told that they accidentally removed two links from the watch. So I went back to the store a second time and they added the two links, but after they added the links, the watch was too big. Then I was told a week or so later that my original bracelet was now found and I could come this week to pick it up, When I went to the store today, for the third time, the watch was too small, it is not my original bracelet. I don't appreciate the lies and there is no one taking accountability for this. No one in customer service ever responds to emails or provides me with an update. I've had to deal with 5 different sales/repair assistants and re-explain my issue over and over again. Customer Service is horrible and extremely unprofessional at the [redacted] location. This is completely unacceptable and I am furious that an expensive watch could be lost.Desired Settlement: I would like a new watch bracelet and an explanation as to what is being done to find my original piece.

Business

Response:

We regret to hear this feeddback. According to our records, our [redacted] spoke with the client about a month ago. The client was issued a new bracelet and was refunded for her watch service on May [redacted]. Please l et us know if this client still feels her feedback is unresolved. Thank you

Review: I purchased a Cartier watch for my husband this past December. We have recently moved to Dallas, Texas and in order to obtain new insurance for the watch, we are required to provide a receipt for the watch with the watch serial number on the receipt. I have the receipt that they e-mailed to me but it doesn't have the serial number on it, which concerns me. Cartier refuses to provide a receipt with the watch serial number on it and they have told me that I need to pay $100 to obtain the documentation. I want a copy of the receipt with the serial number on it. I feel this is also important if I ever have issues with the product that I have documentation that I purchased the watch directly from Cartier. I have called 4 times and when I finally got someone on the phone, she hung up on me. Additionally I have e-mailed the company twice.Desired Settlement: Provide a receipt with the product serial number on the receipt. That is all I am asking for. This shouldn't be so difficult.

Business

Response:

Dear [redacted],

Thank you for taking the time to reach out to us.

It sounds like you are looking for a duplicate receipt of your original purchase. Is that correct?

If yes, we have a few options, we can mail you a copy to the address we have on file from the original purchase or you can step into any Cartier Boutique and request one. If the purchase was made under another name, the original purchaser will need to make the request for this document.

Please let us know which will work best for you and we would be happy to assist you further.

Thank you.

Cartier Client Experience Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is my 6th request to Cartier. I want a receipt with the serial number of my purchase stated on the receipt. I need this in the event that I have issues with the watch and I also need it for my insurance provider. I was told when I purchased the watch that this is what I would receive. After I made the purchase I was told that I would need to go into a Cartier store and pay $100 for the documentation. Give me a receipt with the serial number on it so that I may insure the watch. I bought the watch in December and still don't have what I need. Provide a receipt with the serial number on it.

?

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

%

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the most exhausting attempt in my life to get a receipt for something that I purchased 9 months ago. We no longer live at the address where the watch was shipped and I do not want our renters to receive the receipt. We now live in Dallas, TX. If I am forced to drive to a Cartier store to pick up a receipt that should have been mailed to me 9 months ago, then I would request to pick it up at the Cartier located at [redacted] (Located in Northpark Mall) I will take my marriage certificate if necessary to prove to you people that I am the person that bought the watch. (Why else would I be so upset???) Tell me when the receipt will be there so that I may pick it up.

?

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

%

Business

Response:

Good morning [redacted],

We regret this has been difficult and look forward to assisting you on your visit to the Dallas Boutique. We take client privacy and security very seriously and this is why we have certain guidlines.

I will let the boutiue know you will be visiting. Will you please let us know if the original purchaser (if not yourself) will they be joining you? If not, please remember to bring the item with you as we will provide you with an insurance valuation which includes the serial number.

Thank you again and we look forward to hearing from you.

Review: I bought a pair of Premiere Panto Sunglasses and after a month of use the hinge broke. I contacted Cartier and they asked me to send my sunglasses to their repair center so they could check what had happened with them. Three months passed and I was never contacted. I sent an email to Cartier with the UPS tracking number and got one back with apologies and a guarantee that I was going to be contacted by their repair center. Was never contacted even after sending them various emails. Madam [redacted]., the Cartier ambassador who is answering my emails has already said that she was going to personally contact the center and get me an answer but this has never happened.

Business

Response:

Dear [redacted],

Thank you for takign the time to contact us.

We do confirm we have the piece of your eyewear that you sent in. As the piece of eyewear you sent in has no serial number we need to speak to you before we can attempt to move forward.

Please note we have recorded several emails sent to you at: [redacted]

Our Service Supervisor [redacted], is awaiting your phone call at [redacted], option *. Please note we cannot move forward with any service until we recieve more information from you.

Thank you again and we look forward to servicing you.

Senior Manager of Network Client Experience

Business

Response:

Good morning [redacted],

Your replacement eyewear was sent under Fedex tracking number: [redacted] and delivered 7/**/13. Per your instructions, as you are overseas's, we delivered to the address of you provided.

Should you have any further questions, I invite you to contact [redacted] at ###-###-####

Thank you again and we look forward to assisting you in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My wife was given a Cartier Love Bracelet as a gift. When she wore the bracelet the screws opened and the bracelet fell off. We took to a authorized Cartier store and they told us to take it to corporate office in NYC. The corporate office told us the screws were defective and it would be $225 to repair. The bracelet is 2 months old. We have authenticity paperwork. I told service representative Jennifer F[redacted] I would not pay for screws. She then informed me they wont charge me for the screws, but need to charge me $225 so the can properly re-plate the screws and bracelet or the bracelet will not match. Why on earth should I pay anything for a defective bracelet worth over $7000?Desired Settlement: I do not feel comfortable taking back a bracelet that needed to have screws replaced as well as be re-coated. I would feel more comfortable getting new replacement piece.

Business

Response:

The Authenticity certificate provided by the client did not match the information in our records. When we asked the client to provide a copy of the sale slip he was unable to produce one.We also noticed the Bracelet presented was rhodium plated. Our White Gold Love Bracelets are not rhodium plated.As a one-time accommodation we offered polishing and screw replacement.

Review: I purchased a trinity ring online and engraved it. The ring came with scratches on it. Since the engraved ring cannot be returned or changed, Cartier offered the polishing service. After the polishing, there is still a minor scratch. If any scratch on a new ring cannot be removed through polishing, that is a defective jewelry. This is a disappointing quality on jewelry from a high end jeweler. And it makes me question about the quality of Cartier products and honesty of Cartier. I am doubting whether they take advantage the policy and engrave defective jewelry so people cannot exchange and return. Then customers stuck with the defective items.

Business

Response:

Dear [redacted],

Review: Misleading sales representative. I was told I could return a product within the allowed time period. It was a holiday gift, unused and in wrapped condition only to find myself with no other option but store credit. Poor way to treat customers in the holiday season. Shouldn't tell customers they can get their money back because of the holiday season.Desired Settlement: I would like what me and my boyfriend were promised by the sales associate a refund. I shouldn't have to settle for store credit. I felt deceived.

Business

Response:

Dear [redacted] Thank you for taking the time to reach out to us and happy holidays. Our sales policy offers you 30 days to exchange an item as long as it is in perfect condition with all its original packaging. This policy is posted at every counter in our Boutique as well as on the paperwork signed when making any purchase. We would be happy to offer you an exchange or store credit to use at a later date if you are interested. Thank you once again. Cartier Client Experience Team

Review: I purchased an item on cartier website, after the had authorized my card which they used cc address verification system, they would not release my order. I had provided them with my cc company phone # so they can call them to verify the billing address and phone # on file. They would not do that and continue to stall the transaction. I had ask my cc company to call them, they refused to talk to them when my cc called them. Then when I called cartier customer service and voiced my unpleased experience is their customer service approach, they threaten to disconnect the call. Their customer service is horrible, rude and completely not what they advertise as organization. This organization is untrustworthy and not able to change with times when it comes to customer service. Especially the type of products they sell. I do not recommend anyone to buy from Cartier website, they will charge your cc and not ship your item.Desired Settlement: never do business with company that has no respect to their customers.

Business

Response:

Thank you for taking the time to share your experience with us.Based on the banking information provided initially and after the follow-up withyou, we could not gain approval to proceed. Due to this, we regretfully neededto cancel your order. Although we released the funds immediately, depending onthe method of payment used and your banking institution (not a Cartier policy),it can take approximately 3-7 days for the funds to be available again. Again we apologize this did not have your desired outcome and for any inconveniencethis may have caused you.

Review: Cartier [redacted] To whom it may concern, I purchased a Cartier Love Bracelet from the Cartier store i[redacted] in Woodland HIlls, California on March [redacted], 2013 from [redacted], an associate at Cartier. Since then, I have been continuously making payments on my account and up to now, I have paid around $5000.00 out of the $6800.00 original purchase price- Based off what [redacted] told me, I should only owe about $1800.00 on my account and still have 3 months remaining out of the 24 months 0% financing promotion (Again, I was told I have until March 2015 to pay off the card without paying interest!)I called [redacted] on Friday, August **, 2014 to inquire about my available credit because I wanted to go in to Cartier again and purchase something else. I was told that I have ZERO available credit and that my account balance was $5810.00- I asked the representative how that's even possible, he explained that when original purchase in 2012 was rang up it was processed for only 12 months 0% interest financing instead of the 24 months 0% interest she had sold me on. I contacted the store on 8/** and spoke to an associate who said she would have her manager contact me. On 8/** I spoke to the [redacted] who was not much help and said I would need to contact [redacted]. So I did. [redacted] says they need Cartier to call to clear up this issue. On 8/** I received a voicemail from [redacted] wishing me luck on my dispute and saying she can't do anything about it. I have been trying for several months to try to fix this on my own however I think it's time to get the Revdex.com involved. I received a letter showing the contract and my signature, however the initial on the contract is not mine! When the associate summarized the receipt for me, she said it was for 24 months, not 12 - that is the only reason why I signed the receipt! I contacted [redacted] on 12/*/14 and the representative said that my file had been escalated to a supervisor again, however when I called today, 1/*/15, the rep [redacted] said that nothing can be done.

Product_Or_Service: Cartier Love Bracelet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would appreciate it if they would remove the interest that has been charged to my account and honor the original 24 months 0% interest financing I was offered and sold by [redacted], an unlawful, dishonest Cartier Associate of [redacted] OR simply allow me to instantly pay off the remaining balance I have on my account without any interest charges on my account if you cannot extend my account to the original promotion I was sold on so I

Consumer

Response:

At this time, I have not been contacted by Cartier regarding complaint ID [redacted].Sincerely,[redacted]

Review: We buy the catier wacth at the afternoon Nov.**,2014, and then we went to panama city at night, and at the second night, the watch stopped working about 2 oclock, we made adjust the time right and wear the whole day, but also it stopped working about 3 oclock in the night, so we stopped use the watch, and when we finish our trip in panama, on december ** we came back and went to cartier in south coast, there is a [redacted] made a check and said there is no any product problem, he said the problem is the new watch must be tight at the first time and then wear everyday, he said sorry that their salesman didnot make it , and then he said he made the tight and it will be no any problem,he promise it, we only can choose to trust it, and the second day we make a travel to las vegas, we wear the watch every day, but at the morning Dec.**, it stopped working again, on Dec.** we came back cartier ask for a return for the watch, but there is another [redacted] said she donot know why the watch stopped, they need make more check for the watch and if qualtity problem , they will make a exchange, if not there will be no any more work for it.Desired Settlement: we are visitor for usa, we donot have more time to wait cartier , we only want to return the watch which donot work

Business

Response:

[redacted]'s request was honored on 12.**.2014. We exchanged his original purchase of a 42MM Ballon Bleu ($11,880) for two other timepieces of his choice. He selected a Santos Steel Automatic ($7,884) and a Tank Anglaise XL Steel Automatic ($7,884). The client left the boutique happy and we have not heard otherwise. Perhaps this feedback received through Revdex.com is from prior? Of course should the client still have concerns we invite him to contact us at [redacted]r.Thank you. Client Experience Team

Review: I ordered and received MUST DE CARTIER PERFUME Ref: [redacted] june 2014 for $175.00. I applied the perfume at least half a dozen times. each time the fragrance was not very evident except right after application and was gone altogether an hour or so later. this should not happen for this quality of perfume. I have used this brand before and this was not the case then - the scent was still easily detectable 6-8 hours later. I had a couple of friends test it on themselves with the same result. I emailed cartier at the email provided with the order where they said I should email them for any concerns or questions at least twice with no return email, phone call or acknolwedgement whatsoever. frustrated I finally called them in august only to be told I was past the return date and SOL. I explained that I had sent an email only a couple of weeks after receiving the perfume expressing my dissappointment and customer service said I was still not going to receive a refund with or without the returned product. I requested to speak to a [redacted] at this point. I was told they were not there but the answer would be the same regardless! I said I wanted to speak with a [redacted] anyway and they relectantly took my name and number, promised someone would call the following week and no one ever did. this is exceptionally poor customer service and thus I am reporting it.Desired Settlement: $175.00 for the purchase of the perfume

Business

Response:

Good morning [redacted],

We are so sorry to hear you were unhappy with you fragrance purchase. Our Ecommerce team has been in touch with you wo offer an exceptional refund for this item. Should you need any other assistance or have further questions we remain available.

Thank you again and have a great day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,