Cartier Dubai Mall Fashion Avenue — Local services in Dubai

We went to Cartier Dubai Mall on Sunday Dec 25th at ~ 23:00, following a recommendation from a friend who is a long term Cartier Collectionneur … who showed us several historical pieces in his possession and explained to us the History of the brand … I went to the Flagship Store in Dubai excited about starting a new relationship with this mythical brand ! While I was trying an earring, the closure piece fell from my hands … I immediately told them that it fell in the chair … I tried looking for it but it was difficult to find as it is very small … suddenly I found myself surrounded by security guys … the shop was emptied and closed … I was so scared that I proposed the staff I go to the toilet to search my own clothes (if the piece fell inside) … I was instead take. To a back office room where I was asked to search within my clothes … my Husband was so embarrassed, he offered twice to pay for the earrings and leave the store … this whole episode lasted for almost 45 mins … multiple security guides and store managers searched for the missing piece and did not find it … I repeated several times it fell on the chair where I was sitting … they brought a metal detector etc … at the end the missing piece was indeed found in the chair as I told them since the start … while I was relieved , I felt HUMILIATED and BULLIED … while I entered the store happy and excited I left CRYING and barely Walking … my Husband tried to talk to me me for an hour but I was unable to speak back, I was obviously in a state of shock after what happened … Later at night I felt strong stomach pain and I had to go to Emergency to take some calming Medicine … that’s when I came to realize that I was TRAUMATIZED by the experience I just lived in the Cartier Boutique in Dubai Mall … I understand that they need to ensure security to prevent theft, but I would have appreciated a Human approach to the situation … while I was planning on purchasing several pieces and start a long term relationship with the brand, I know have no desire to go any way near that store again …...

I have been a loyal client of Cartier for many years, and Reem has been my trusted advisor throughout. She has consistently provided impeccable service, going above and beyond with every purchase I’ve made. Whether it’s her expert advice, attention to detail, or the care she takes in ensuring everything is perfect, I have always felt incredibly well taken care of. Reem’s professionalism and dedication make every Cartier experience feel truly special. Her customer service is simply unmatched.

Unfortunately, I had a less than ideal experience with another advisor, Albertine, during one particular purchase. That day, I couldn’t make it to Reem’s boutique at Bloomingdale’s, and ended up being advised by Albertine. The whole experience was disappointing. I was given incorrect information regarding a watch I was interested in, and after the purchase, Albertine went silent, forcing me to follow up multiple times. It felt like I was simply being sold a watch with no real aftercare. She didn’t make any effort to search for what I was looking for, and even failed to locate my client account, resulting in me having two accounts—which Reem later had to merge for me. Albertine told me the model I had seen online wasn’t available, but when Reem stepped in, she quickly sorted everything out, exchanged the watch, and ordered the one I originally wanted.

Reem’s exceptional service once again saved the day. Her dedication to making sure my experience was flawless reminds me why I always go to her. Unfortunately, the experience with Albertine left me feeling let down , but Reem from Grand Atrium more than made up for it, as she...

Disastrous Online Purchase and Appalling Customer Service at Cartier

I am writing to express my utter disappointment and frustration with my recent experience with Cartier. My husband purchased a ring online as a gift, which unfortunately arrived in the incorrect size. Upon visiting a physical Cartier store to exchange the ring, we were met with shocking incompetence and a complete lack of customer care. The store staff discovered a minuscule, almost imperceptible damage to the ring, which we believe occurred during shipping or was simply overlooked in their quality control. As a result, they flatly refused to exchange or return the item. To add insult to injury, they also denied any resizing options. I am now left with a ring that is both too large and damaged, rendering it completely unwearable. This is an absolutely unacceptable outcome for a purchase from a brand that purports to represent the pinnacle of luxury and customer service. Cartier’s refusal to rectify this situation demonstrates a complete disregard for customer satisfaction. Their inflexible policies and lack of empathy have turned what should have been a joyous occasion into a nightmare. I would strongly advise anyone considering a purchase from Cartier to reconsider. Their online ordering system is clearly flawed, and their in-store customer service is nothing short of appalling. In short, Cartier has proven to be the absolute worst luxury brand I have ever had the misfortune of...