Cartier
Reviews and Complaints

I would like to lodge a complaint against Faye Fan, customer relations officer of Cartier Relations Center, Singapore.

I have earlier enquired about whether can I choose not to have the Cartier logo printed on the lens as it will hinder my view, before I choose a Cartier prescribed glasses at a physical store. However, after two email replies, Faye was still reluctant to answer my question and kept beating about the bush. Why is it so hard for her to answer a simple question like this? I'm appalled at Cartier's rigid way of managing customer's queries.

Can Cartier please educate your customer relations officer on answering customer's questions in the most direct and effective way? Stop wasting the customer's time!

Regards,

LIM Wee Leong

I was sold a bracelet on the 14th of september 2019 that had a deep scratch on it.

I noticed it after the sale and went back to the store to return or exchange it within the first 14days. I called them on the 13th day and told them about the problem. I went to the store on the 14th day after sale and i showed them the bangle.

They refused to refund or exchange it. And offered to discuss with their manager to clean it for free. I went Happy with that but I left my bracelet with them for 3weeks for a resolution but to no avail.
After 3weeks i had to contact them myself to ask for an update i was informed that the regional manager in moscow refused to do anything.

They acknowledged it was a faulty bangle but refused to replace it

It is ridiculous and embarrasing to say the least.

Please look into this issue.

I placed order on September 17 and got bank approval message at the same time. My Cartier online account showed the status CONFIRMED but there is no way to check shipping status. In the meantime, I have never received any email / phone calls or whatsapp about unprocessed payment until I checked my shipment with them. I am not sure if it is the way Cartier doing business.

This is the first time I ordered online but shopping experience is extremely bad! I would like to give my wife a surprise as I am out of town for few months. They ruined my wife's birthday. I cannot believe the service is extremely bad and no follow up at all.

Dear Sirs,

I send my watch three times for repairs at Service center in Fort Worth, TX, last time in December 10th, 2018, reference #[protected] and still the watch isn't repair right I have the same problem : is running fast.
I want my watch to be repair right and the refund of $627.02 for repairs paid and if still the watch isn't repair right this time, I want full refund on the watch because is a "lemon product".

Regards,
R.Cerbu

Dear Cartier Customer Service Heads,

I am a buyer of a Trinity Ring 3 golds in March 23rd 2019 and happen to which i am really disappointed with my displeasure of choosing it.

I bought it for my girlfriend to propose her and i made decision by choosing your company by thinking a lot. After the buy the shine of the ring went off all of a sudden. Happen to which when my Fiance arrived to see me in April 22nd 2019 i went back to the boutique again to shine the ring - (Imagine 1 month after the buy).

Now happen to which it was precisely 1 month and i used cleaning service. Rest assured my fiance always used to keep her ring aside while taking shower or washing dishes. And her job also is nowhere related to Water. And i kept monitoring it and i saw it every time she used too remove the ring. If she would have done that i would have least bothered to send this message, cause i believe its all about the Honestly.

Now again the ring has the shine off. And i am pretty disappointed with that case cause its just 5 months from the date i bought the ring.

Imagine that we already had decided which ring we will buy for our wedding next year but now regret to inform you that the confidence is not there anymore to buy another purchase.

I really require your solution on the matter cause i am actually really disappointed as we will be travelling in October to Portugal to see her family and i don't need them to see the ring in that way. I really do not require cleaning service again as i saw the result.

I truly hope you understand the situation i am in and the disappointment i have with your company.

Hope you get my message well. And i truly expect a solution from your end.

Attachment:
1. Receipt of Cartier - Date of buy
2. Ring on the date of Buying
3. (3 photos of Shine lost again)
4. (Unfortunately i do not have the photo of shine lost after one month but as a proof i am attaching the Line message which i sent)

Best Regards
Kiran Ghanekar

We bought a brand new Cartier watch on early July 2019 from their Harrods shop, however, after we come back to Hong Kong and found that the watch doesnt work properly as it run less than it promised hours and stop working. We tried to email our problem with Cartier, and asking to exchange a new one, however, they rejected such standard requirment.

Given Cartier's brand, the expensive product with a brand new one the watch and cost more than $18000 pond, we believe that we should get a better after-sales service. However, we didn't get so far, this is not consistent with such brand.

We would like to seek for the help on this issue. Many thanks!

I am very unsatisfied with the service I'm receiving from your brand. My fiancée and I bought your love ring at Hong Kong on 12 July 2019. Upon trying the ring again back in Malaysia, I realized that the ring is too loose. Due to my hectic work schedule, I only managed to ask for an exchange for size at your Bukit Bintang outlet on 11 August 2019, still within the 1month exchange period, as I was told by your sales associate in Hong Kong that Cartier has an international exchange policy. Within this 1 month, I've only worn the ring to try it's size. However, your staff refused to give me an exchange as they claim that there is a deep dent, which probably came with the ring that I didn't realize of when I bought it. Is this the level of service Cartier hold their staff to? I've been a long term customer of bvlgari and thought of giving Cartier a try. But I am utterly disappointed that this is the level of service I am receiving. If this is how Cartier treat their customers, this will be my first and last time buying any Cartier products. The reason we chose Cartier for our wedding band is because we have heard good things about your brand from our social circle. However, our experience proved otherwise. Now I will have to live with a loose wedding band from Cartier. I hope that Cartier is able to take action and resolve this issue amicably. I look forward to your reply regarding this matter.

email: [protected]@gmail.com
Mobile: +[protected]

Drop my Chonoscaph for repairs Demetrios the clerk insist that if I don't buy a new band for my piece Cartier will not repair my watch, I replied that I was not interested in changing the band But he insisted in a very discourteous way, my wife and I have several models of Cartier's but if any time we need service are going to be mistreated we rather spend our money somewhere else, two weeks ago I left 6K for a driver ultra flat same store... your choice

Hello,
I purchased my watch on 11/21/15 (pictures of appraisal and box tag included) from the Cincinnati Cartier dealer: Stafford Jewelers. About a year later in 2016, my watch would lose time - it would still run, but be hours/minutes slow. I took it back to Stafford and they replaced my battery for free as it had been so soon after my purchase of the watch (apologies - they did not give me any type of receipt for proof). A year later in 2017, my watch was doing the same thing. Again, I took it back to Stafford Jewelers inquiring why this is occurring. I do not have a receipt/proof as Stafford replaced my battery for free again. A year later in 2018 (7/2/18), the same thing happened. I talked to Stafford stating that I think something is wrong as I should not have a battery replaced every year. They replaced the battery (receipt included) but said that if it happens again, then we need to send it for repair. So, on 5/3/19 the same issue occurred so I took it back to Stafford. The claim check is attached for the order to send it away to make repairs. I received my watch back on 7/3/19 (receipt, Cartier work order, and pictures of watch sealed after the repair attached). I am upset as I had to pay $529.65 for an issue that was occurring from the time I purchased the watch. I knew something was wrong after replacing the battery so soon in 2016 and 2017. Someone should have said something as the watch would have still been under warranty at that time. I am also upset as I paid $7, 250 for a watch that worked correctly less than one year. That is a lot of money for a watch and too much money for something not to work. I think that I should be reimbursed at least half of the $529.65 if not all of the costs to make this right. As of now, I haven't even taken the watch out of sealed packaging as it makes me upset every time I look at it. I am hoping Cartier can make things right so I can love the beautiful watch again.
Sincerely,
[name removed]
[protected]@gmail.com
[protected]

I brought a pair of glasses for 1700$ but didn't like them so I returned them. I just closed out a bank account and made a new one with another bank I told them so if they can send out a check or send it to my new bank account and they said they were not able to and had to send it back to the original account.I continued to say that my bank won't proces it and it will not go through and they said well then you will have to take that up with your bank.I said ok so I went to the bank the next week and they said there has not been any transactions since your account closed some iTunes things came through but that's all so I call them up with my bank manager there and my bank manager continues to tell them that nothing will go through after the account has been closed and they said on there end the "management team" said the payment has went through and my bank manager continues to say there's no record of it going through and there wouldn't because the account is closed and asked to provide the account number they used and she said I can't disclose that I ask why it's a closed bank account and your talking to my bank manager!? She said the same thing so my branch manager says well it's not here and they can't do anything to try to fix this problem I would call an aterny and then she said hold up let me call up the "management team" after he said get an aterny then she says they are going to look into it and get back to me.A couple days later I call them back up and they said the same thing the "management team" says it went through so at this point they are either just to lazy to actually get me my money or even help me try to figure out we're the money even is if they sent it to an account it should show up you would think they would want to figure this out Incase it happened down the road but no I get the same bs every time I call "there is nothing we can do take it up with the bank" there looking into the matter but won't actually even look into it just say it says here that the payment went through and now it has been 3 weeks and I ask to speak to a person of the "management team" and I say management team like that because it's not a team it's just a lazy person who doesn't care about the customers money is what I have come to realized at this point if they did they would have called up my bank manager AFTER I GAVE THEM HIS NUMBER A WEEK AGO!so I get a call from this lady and I continue to tell her about my account and she says "it says on our end the payment went through" I'm like I've gotten the same answer every single time I call you guys so I say are you and the rest of your management team trying to figure this out or you still trying to push it off on the bank after I told your associates after the bank account is closed it won't go through with the bank and she says when did it close I said a week before you sent the money and she says well ushually you can get it from your bank after the account has been closedAt this point I'm fed up I say lady I just said to you and all of your representatives that it will not go through even my bank manager told one of your representatives.so I say sense I can't do anything at this point why don't you call up my bank manager and you can try to see where the money went and then she says we can't talk to a 3rd party.then I say well then what are you guys doing to try to fix this problem and she said we are doing all we can and I said no your not because if you were you would have figured this out weeks ago and been on top of it instead of pretty much saying it's not our problem in 2 different ways.If they actually were doing all they could they would have bent there rules and called up my bank manager to figure out we're 1700$ went because I don't have it and my bank doesn't have it and apparently they don't so it looks like I won't be getting that back so all that being say CARTIER SERVICE IS ABSOLUTE TRASH!
I would give them no stars if I could.

Appolagies about my bad gramer

I bought a Cartier ring well what I thought was a Cartier ring my receipt says it's 18 carat 750 which it is not I've had it tested by A reputable jeweller who I can do that has been working for the last 50 years I have photographs of the box and how it was shown in the window I also have my receipts I wonder if you could please respond to me and help me please many thanks Anthony Bradshaw my email address is [protected]@gmail.com my number is [protected]
The item is not sold as described it is neither 18 carat or Cartier on the bottom of the box it says Cartier ring and attach photos I have lots of the photos of touch your couple

Disappointing customer experience received from a high end boutique store. Staff are not trained adequately. Ordered earrings and sales assistant got my last name, mobile number and jewellery piece all incorrect. I followed up numerous times as no one was getting back to me. Unapologetic.will certainly not return or recommend Cartier. Highly frustrating experience never to be forgotten.total waste of time and energy.

Below is my complaint in Cartier Dubai Center and the emails sent from my side to them:

Dear All,

I would like to escalate and submit an official complaint regarding the ignorance of my case. I never thought such a reputable company to just ignore their customers concerns and cases. Unfortunately this is purely affecting your image and reputation. It has been more than 2 months since I submitted my case on your website since 21/12/2018 and till now nothing happened not even with a feedback. Then I received a call from Ms. Fatma on 08/01/2019 and sent her after the call the below e-mail including the sunglasses photos attached as per her request. Yet it's almost 2 months since her call and my e-mail below with no follow-up, feedback or action.

This is totally unacceptable from a company that is called International and multinational. I'm sorry to say but since you guys cannot deal with customers feedback and complaints then you should remove the section of contact us from your website and announce that you don't receive complaints. This attitude and approach that you are dealing with is just called with all respect arrogance. You can just simply say "Sorry there is nothing we can do for you" and end this story rather from ignoring your customers.

However I will raise my complaint to Cartier Headquarters in the service we are receiving from Dubai Center and the ignorance I received towards my problem. I will as well raise my complaint on your page on Facebook and any other social media available in order for other customers to know the kind of service they shall be receiving after they purchase your products.

I really don't care anymore about the sunglasses and my issue as much as i'm shocked and astonished with your services.

Mohamed Zaki

From: Mohammed Zaki
Sent: Tuesday, January 8, 2019 8:42 AM
To: customerservice. me@cartier.com
Cc: Doaa Omran
Subject: Re: Re: Your Situation

Dear Ms. Fatma,

In reference to our phone call earlier today, kindly find attached the photos of the sunglasses in question.

As highlighted over the phone, please note that we have visited Maghrabi branch in Roxy area, Heliopolis district and they didn't try to take the sunglasses to check what the issue is exactly and all they said was the price for the lenses to be changed as they were claiming that what happened to the lens is because the sunglasses is not frequently used. Unfortunately this for me doesn't make any sense.

Finally I would like to thank you for taking care of my complaint and for your follow-up.

Kind Regards,

Mohamed Zaki

From: Doaa Omran
Sent: Sunday, December 23, 2018 10:30 AM
To: mohamedzaki4
Subject: Fwd: Re: Your Situation

Sent from myMail for iOS

— Forwarded message —
From: Cartier Customer Service ME
To: [protected]@hotmail.com
Cc: US Eboutique
Date: Saturday, December 22, 2018, 9:23 AM +0200
Subject: Re: Your Situation

Cartier

Dear Mrs. Omran,

Maison Cartier cares deeply for its customers and your feedback and satisfaction are of utmost importance to us. We thank you for taking the time to write to us and sincerely regret the disappointment you have with your Cartier creation.

In order to respond to your enquiry as quickly and effectively as possible, kindly provide us with as much of the following information as possible:

*Contact Number:

Please be assured that this situation will be investigated and we will contact you with further information as soon as possible.

If you no longer wish to receive communications from Cartier, please send a request via email to customerservice. me@cartier.com

We look forward to welcoming you in one of our boutiques or our authorized dealers*. For more details please visit www.cartier.ae.

Should you wish to receive further communication from Maison Cartier and be among the first to discover our newest collections, kindly reply back to this email to include you in our mailing list.

We trust that this information meets your needs and remain at your disposal. For any further assistance, please contact us on + 971 4 425 3001, via email at customerservice. me@cartier.com

Yours sincerely,

Fatima Basri
Client Relations Center
Cartier Middle-East & India

*All prices are indicative and subject to change without prior notice Please check with our boutiques

*Jewelry is exclusively available in Cartier boutiques

You may also find Cartier Digital Catalog available at Apple store and Google Play

If you no longer wish to receive communications from Cartier, please send a request via email to customerservice. me@cartier.com

Cartier is committed to protecting the privacy of our clients. For further information, please consult our Privacy Policy at http://www.cartier.ae/en-ae/others/privacy-notice.html​

From: [protected]@hotmail.com
To: contact. na@cartier.com
CC:
Sent: 12/21/18 12:38:08
Subject: Related to After-Sales Service

Request Details

Form URL: https://www.cartier.com/en-us/contact-us.html
Subject: Related to After-Sales Service
Country relative to the request: US

Contact Details

Title: Mrs. Last name: Omran
First name: Doaa
Contact preference: Email
E-mail address: [protected]@hotmail.com

Message

Dear Cartier Management,
I reside in Egypt and I have bought a sunglasses for my father as a gift and after a while with a very light usage we found out that the lenses started looking exfoliated and as if the lens is peeling a surface from it. I'm really shocked that I bought such an expensive and one of the best brands ever worldwide and such issue happens. The sunglasses Model is Santos-Dumont Edition, model number 4954340. I bought it from your Agent in Egypt named MAGHRABI. After I visited your agent in Egypt MAGHRABI, I was totally disappointed and frustrated from their feedback towards what happened as they said the following "what happened is due to unusing the sunglasses". To be quiet honest this is totally an unacceptable excuse and doesn't apply for such a well known and unique brand. My family and myself have been customers for Cartier for so many years and we have never faced such an issue before. Therefore we are extremely disappointed and upset from this matter. I can send you pictures of the lenses if you wish in order for you to have a better observation on the case.
Thank you in advance for your care and attention.

Kind Regards,
Doaa Omran

Good morning,
I came to Cartier Boston to acquire the gift for my fiance with the belief that we will receive great experience. However, it turned out to be the worst communication and I would like to address my concern to Cartier Boston and specically to Trinh Josh.
After completing the order, we have been waiting for Trinh to inform us the tracking number, at some points, he even promised to send the tracking on that day but he missed, without any notice or apology. The communication regarding to receiving the order from Josh Trinh is extremely poor thus me and my fiance have to contact Cartier Boston directly to reach Trinh.
Furthermore, we were so disappointed that the order lacks of cleanning kit as Josh Trinh guaranteed. Bearing in mind the poor communication, we contacted Cartier Boston and another lady told us she would contact Josh Trinh to make sure when the cleanning kit is in stock they would ship it asap to us.
Frankly, Cartier is always a top notch option for me so this experience with Josh Trinh is absolutely unbelievable. He did not send any mail call stating that the cleaning is out stock nor apology for miscommunication. Until now (a month later) we still did not receive any information from him. The after sales service should not end like this in my humble opinion...
Here is some information about our order:
Our reference: [protected]
Model: wedding band yellow golf
Individual number: GKR633
Customer service contact: Trinh Josh
Ship to: ms. minh anh ngo
Phone number: [protected]

Dear Sir/Madam,
I am writing to express my dissatisfaction with the process of attempt of procurement of Cartier tank solo watch, communication and adherence to the delivery deadline as well as customer care.
I will try to explain as short as possible "my story". After looking for watch as present to my mother 65 birthday I have selected Your product Cartier Tank Solo small gold type W5200002 watch. Considering Croatian situation as well as salaries for us this is not small money, what mean that I had to put hugh effort to collect this money for gift.
I was looking for stores where to buy and I have selected due to possibility for potential services in future local shop in order to have service locally as well if needed ( although I am travelling in EU frequent)
I found local store for luxury watches Kruna 2011 d.o.o. in capital of Croatia, Zagreb and I have paid 30% of price in advance. Even this amount (30%) is in Croatian circumstances price of very good watch! Offer 40-2018. In official communication is stated that delivery time is 3-4 weeks. Considering fact that is birthday present I took maximum (4 weeks) as deadline. Receipt and communication on delivery date I can forward.
As I have paid advance in cash 7.8.2018 expected delivery time was 7.9.2018. I was calling few times in meantime to check progress and finally when I realized that watch will not come on time (what embarrassment for me due to birthday celebration, unforgettable experience) I was informed that supplier responsible person is on holiday ( ?) and no information is available. Finally I was by phone just communicated by local store that watch will be delivered at the end of September due to fact that there is no produced watches on market?! Was this not checked during order?
If I had new this for sure I would not go for this option!
I was asking local store Kruna 2011 d.o.o. for supplier contact e-mail to write my complaint but it was communicated that is not allowed to give customers e-mail of supplier. But it was not communicated to whom to send official complaint. It was communicated to me after one month that I can get 30% of paid money back (unbelivable)
I am writing to ask You with all respect few questions:
1. Do You care of customers at all?
2. Do You have customer complaint process?
3. Do You have process of supplier selection/control?
4. How can You control this if customer doesn't get information on where to complain?
5. Do You care only on products but purchase and service is not important?
6. Do You have customer complaint site for Croatia?
7. What are customer rights in case of late delivery of product (reimbursement policy)?
8. Is money of all EU countries equally valuable, and every customer receives the same attention?
9. Dou You think that store policy of giving advance cash back is promoting purchase of Your products?
10. Would You call buying of Cartier products as unforgettable experience?
11. What would You advice to me and Your future customers?
12. Who would You recommend as reliable and responsible Cartier supplier in countries around Croatia ( if any)?

Sir
purchased a Cartier watch model (wat ronde croisiere 42 two-trone st bct) fm Cartier retail store in Beirut Souk Lebanon dec 2016 few months later noticed nonfunctional problem in morning when removed at night
i placed to Cartier shop in Centria mall riyadh on 30/10/2017 to fix the problem by receipt serial No. 9374
Cartier store informing me warranty not cover repair cost is SR 1, 820 and SR 923 spare part cause someone had previously opened watch incorrectly and crashed a piece inside and watch failed down and need to be fixed witch not true cause watch was in my possession the whole time and was never opened from our side or fail down
would kindly Cartier to repair watch under warranty without charge
Boutros younes

Dear Sir / Madam

I am sending you this email because I am really very upset about CARTIER's service. I try to contact with one of their ambassadors and complain about a tricky mistake on Cartier's website and she left the chat without to answer and without to say nothing. This was the most rude ever they did to me.
They use a price on the website that they said that the 100ml for a perfume is £70 but when u click to buy it u see that the 50ml is £70. Then they provide fake information and they trick you.
I will wait a big apology from their ambassador and from the CARTIER brand.

Kind regards

Chris Trivizas

I sent an email as requested to Cartier on the 6th October and have not received a reply. Is this the kind of response time that is normal?
Also I purchased a watch from Cartier in September and it is not registered to my wife nor I. Is the watch a fake. Now they are not responding to emails. There is also no other way to complain to Cartier as they make it as difficult as possible to contact them

I have bought a Cartier watch almost 2.5 years ago from Sydney Cartier boutique.
The model is Balon de blue.
This watch started to gain time since the first month. the amount it was gaining is unacceptable. I took it to the shop for 4 times.
They told me it's normal. it gets magnetized, but only 1 or 2 minutes is acceptable not a 20 minutes in less than a month!
My friends laugh at me that I have bought a fake watch!
This last time I took it to the store they kept it for repair.
To me this is completely unacceptable.
I don't want this watch any more.
I don't want Cartier anymore.
I am totally pist off...

I ordered jewelry from the website Amonjewelry.com. I never received them. The seller turned out to be total scam. They took money from my account without my authorization. I already sent them emails and asked to return money but of course no one replied. I won’t recommend you to buy from them, because you will lose money and the seller never provided the ordered things. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?