Cartier — Local services in Paris

On May 11th, waited outside for 20 minutes to get in. Fine. Once in, asked to wait for an assosciate, fine. Waited another 20 minutes. Pauline helped us. Pleasant, friendly, knowledgable person. We decided to purchase 2 watches and a wallet. Was taken upstairs to finalize the transacation. We paid. We asked for a drink, as we saw others receiving. Now 1 1/2 hours passed. Fine. Pauline tried to process the duty free paperwork. When it didn't work on her lap top, she said she needs ts go downstairs to use a different computer and be back in 10 minutes. Fine. 30 minutes later, an associate brought the merchandise and left it in front of us. Where was Pauline? At the 45 minute mark, I went searching for the now missing Pauline. I asked the security guard, the only person around as we were left there all this time without a word from a soul. I saw an associate wiz by and asked him to send the Manager. Julie came. We explained our upset, now 50 minutes later, left alone, and told her, we wanted the transacation reversed. She offered us a glass of champagne! We declined and now Pauline arrived, apologizing, stating the computer was stuck. Ok, but why NO communication with ANY update from ANYONE? Left completely alone, now nearly another hour. WOW. Anyone could have been sent to update if not Pauline. Julie tried to offer us now, a bottle of champagne. We were leaving for the USA the next day, plus we felt defeated with no Cartier purchase to celebrate, so we gracefully declined it. We asked them to help order us a cab, as now 2 1/2 later, nothing to show for it, time lost and other committments to take care of, we felt, at the very least, they should pay for the cab. As we left, there were 6 staff waiting around the entrance, no one waiting outside. Any one of them, could hve communicated with us at any time. To add insult to injury, we contacted Cartier through their web site regarding this incident (note their is no box/drop down to file a complaint), plus, I chatted with the live chat, even called yesterday to follow up, and was told, "we were in the system, it's been escalated" and you will hear from us within 24-48 hours, and again, ZERO contact/communication. Needless to say, we won't ever purchase anything Cartier. It's apparent Cartier doesn't like to address complaints. Awful service....

My husband and i would normally travel during my birthdays. So for our trip to Europe he's decided to give me my first cartier as a bday present rather than as a push present. We visited Cartier in Brussels and Luxembourg, unfortunately I didnt feel like buying it there. But when I got in touch with Morgane Clique of Champs Elysees Cartier she made me feel welcome and at ease and when she said that she will update me on something I needed information on, she actually made a follow thru to which surprised me since I'm visiting their branch anyway. The moment I walked in at Champs Catier all the staff and security that were there were all smiles and Morgane herself greeted me with a beautiful and sincere smile. They offered champaigne and brought us to a private room to discuss the selections they have. Morgane took her time to explain to me about the options I wanted and also shared some history telling that made our visit a memorable, sweet, and magical experience. I didnt feel like I was rushed, it didnt feel intimidating to be there considering that its the flagship store of Cartier and that they are very busy.  Purchasing my first Cartier at Champs was definitely worth it ( though it wouldve been cheaper to buy it elasewhere) For me experiencing it in Paris in their flagship store is the best choice. I also met Cristina who stamped my initial to the red box, she was able to do it for me quickly as we are leaving Paris the next day. She was super nice to accomodate us and did a nice job. Was also happy to see her wearing the same bracelet i bought that made feel confident i made the right choice. Once youre there, you will feel a bit of confusion because everything was so pretty. So again im super thankful to Morgane for being so pleasant and for my making my visit a happy experience- thats one...

My husband bought me a Cartier engagement ring in Paris 10 months ago. A meaningful gift, chosen with love, from a brand supposedly known for quality, elegance, and exceptional service. At least, that’s what we believed.

Less than a year later (yes, less than ONE year), I discovered that two diamonds had fallen out of the ring. I currently live in Shanghai and immediately went to the local Cartier boutique to have it inspected. After reviewing the ring, they told me it was my fault and not a manufacturing defect, so we would have to pay for the repair. We reached out to customer service in both Paris and Shanghai – and both said the same thing: "It’s due to wear and tear."

Really? After 10 months, during which the ring wasn’t even worn daily, always carefully handled, never exposed to sports, chemicals, or any harsh conditions?

Here are my questions:

How can a ring lose diamonds in under a year? Why isn’t there any kind of warranty or coverage within the first year? What are we even paying for if there’s zero post-sale support? And the worst part? The incredibly rude and dismissive reply from the Paris salesperson when we reached out for help: “To be fully transparent, I don't quite see the relevance of linking this to high jewelry.” So according to him, a ring losing diamonds has nothing to do with the quality of high-end jewelry? Ridiculous.

We are deeply disappointed, upset, and feel completely let down. Cartier offers champagne when you buy, but if something goes wrong, you're on your own. Never again. And I will make sure to share this experience everywhere, because a brand that markets itself as "luxury" should guarantee both quality and...