Cartier — Local services in London

My husband and I came in last Saturday, the 26th of September, and I have to say the service was more than disappointing. We came in and asked to see the slim Juste un clou bracelet and were told to sit while someone goes to get it. 15 minutes went by. During this 15 minutes multiple people walked past us seeing there was no one there. I think we may have been one of two couples in the store at the time. Everyone was standing around just chitchatting.

After the 15 min I got up and asked if someone was still coming with the bracelet. They looked at me like they have never seen me before and they apologized (the only time anyone apologized for this) and sent someone over. I got the impression that we were a bother to them, that we were “only looking at the slim version”. Long story short, my husband surprised me by buying the regular version (£6,500 version) then and there. I think out if all the high end store we shop at this was the worst service we received. I felt uncomfortable the entire time, like I was being looked at like we were not supposed to be there or we were wasting their time. It wasn’t until my husband said we would take the more expensive bracelet that they warmed up. The entire time we were there we were not offered anything to drink or anything for that matter. Just the weekend before we were at the breitling store on regent street and were treated like royalty. Even before we bought two watches. I’m so happy with the bracelet but I think we deserved a bit more attention and a heartfelt apology for being kept waiting for so long while there was no one else really in the store. They did include a small scarf which I’m assuming is for being kept waiting for so long but no one told me anything about it or why they gave it to me. It’s much appreciated but I think if you’re giving something to someone to make up for the lack of service you should acknowledge it.

Again, I love the brand, love the products I was just disappointed in the service this particular time we visited. I hope you can take this as constructive criticism and avoid this situation in the future for others....

I was given a Cartier Tank watch as a gift a few years back. The watch strap is now worn out and in need of substitution. Cartier watch straps can only be obtained from Cartier, fair enough. They are also quite expensive but again, that is to be expected in a luxury product. Being in the area I thought to pop in for a quick purchase. As if. After giving you a once-over thorough visual check to decide you are worth being let in, they would not answer the simple question ‘have you got a watch strap’ but they pointed me upstairs where, they said, the experts would help me. How expert you have to be to sell a watch strap? Once upstairs, all experts were busy trying to sell expensive watches so I was told to wait by a poor shy young girl who obviously was not an expert because she did not know if they had any watch straps. I asked her for a card so I could telephone with my enquiry but she did not know if she had one. I did not want to be parked there for an indefinite time for a watch strap anyway so I left and next day I found their telephone number online and rang them. An answering service informed me that all ambassadors were busy, for a moment I thought I had rang the United Nations or the Foreign Office, but then a human female answered. She took all my details, name postcode telephone number email address; watch serial number too, that took a long time. At the end she turned out not to be an expert, or as they call themselves there, an ambassador after all so she could not answer mine or any questions at all, only the ambassadors there in Bond Street could. Unfortunately she could not even put me through to one of them, but she said they will call me by return. 24 hours later, nobody had rang me or written to me so I called again. The same non-ambassador answered; she remembered me and was quite nice, she assured me she would have them to call me straight away. This was...

If you’re considering trusting Cartier with your watch – don’t. My experience has been nothing short of appalling and utterly unworthy of a brand with Cartier’s supposed reputation.

I entrusted my Santos DLC to Cartier in July 2025 for a simple issue: the crown was slipping. What I got back was a watch in worse condition than when I handed it over. Most shockingly, the dial was replaced without my knowledge or consent – a fundamental alteration carried out in complete secrecy. This wasn’t disclosed on the service invoice, nor by the staff who returned the watch to me.

When I noticed FURTHER FAULTS (a misaligned calendar wheel that wasn’t there before), I emailed Cartier THREE times. No reply. I CALLED and was told someone would contact me within three days – no one ever did. I had to go to the Old Bond Street boutique myself just to have my concerns acknowledged and for them to finally admit what had been done.

Since then, I’ve chased Client Relations repeatedly for a total of FIVE TIMES and been met with copy-and-paste, condescending replies. Despite being told the matter was escalated to boutique managers and they could contact me right away, not one of them has had the decency to contact me, not even as much as an acknowledgment email. Out of desperation, I even raised my complaint directly with Cartier’s UK CEO, Laurent Feniou. Weeks later, I am still waiting for a reply……

This isn’t just bad service – it’s a complete collapse of basic professionalism, transparency, and respect for customers. Cartier have shown they can alter a watch WITHOUT consent, cause further damage to a watch, ignore multiple written and verbal communications, and then hide behind a wall of silence.

Avoid this store like the plague. Cartier’s handling of this situation has been nothing short of disgraceful, and I wouldn’t wish this...