Cartier — Local services in London

I went to the Selfridges Cartier boutique yesterday when it wasn’t busy, in fact it was completely dead, no one approached us, the staff were just sitting around or standing, so the security pointed towards the a podium type thing, where a tall blonde European lady who I assume was the host or sales staff was standing. I approached her and tried to tell and show her my Cartier bangle, which the screw had come loose, she didn’t even want to look at it properly, just a mere glance, the reason I went in is because I realised while at London, the screw looked like it needed to be screwed in tighter, and as I was out, I didn’t have my Cartier screwdriver with me. I found she had a rude attitude and was very unhelpful. I can understand if the store was very busy and I needed an appointment, it was completely dead.

So she basically fobbed me off, I know she was judgement towards me as it was raining heavily and I had been drenched, and I had changed my shoes/ coat to fit this weather.

If she bothered to even look at my Cartier bangle she would have seen, it was stacked with other Cartier love bangles, and diamond just on clou and a panthere watch

I have a lot of Cartier jewellery and also several watches, all purchased from Harrods Cartier Boutique, who by the way give exceptional service even at the peak busiest times.

I felt very fobbed off, and even asked her once again to check, and she just couldn’t be bothered, her body language was giving attitude of “please leave”

Now what’s worse is during that day, my Cartier bangle did get more loose and in fact open, I hard to slide it off and put it in my bag to avoid losing a £12k bracelet. Your staffs lack of interest nearly cost me losing my bracelet, which also holds sentimental value as it was an anniversary gift few years back.

The lack of good service from such a luxury brand set in such a luxury department store is truly shocking.

Due to my job location, now Selfridges would have been a closer store for me, however I will stick to Harrods, where all the staff give exceptional luxury service, wether you are buying a timepiece/ fine jewellery or simply dropping your watch for a service, or just to browse.

I’m really very very disappointed in Cartier Selfridges service and I suggest you start training in simple manners and be genuine and try and deliver the luxury service and not make clients feel like a hindrance for popping into your store.

Truly...

Currently operating an appointment system - I was an hour late but they still kindly accommodated me. I wanted to exchange a present but there seemed to be some conflicting information and subsequent waiting around to resolve the issue. In any event this was resolved and I was assisted by Jenny to complete my purchase. My previous experiences have felt a little more special than this one but despite this, I have always found the customer service associates friendly and approachable.

On a separate note, getting hold of anyone on the phone was near impossible. I tried for a few days and eventually had to call Selfridges customer services, who in turn had to leave a message for them to contact me as they also could not get though to the concession.

As for the jewellery itself ... well I think it’s stunning and for me, there is something special about getting jewellery in that red box.

Update - (another visit and purchase) Awful experience of trying to get hold of them by phone. Took over a week!!! Not sure if this was an issue with Selfridges or Cartier. Despite escalating with Selfridges didn’t get a response. In the end contacted Cartier customer services and issue was resolved within an hour. Spoke with Juci on the phone who was super helpful ... I arrived in store sans appointment, she was busy with another customer at the time but still made it a point to come over and say hello! Small touch but a really lovely gesture, which personalise the service a bit more.

I would give them five stars for their in person service but as it takes so long to get a telephone response I have to...

One star is honestly too generous.

My fiancé and I were really looking forward to look for wedding bands at Cartier. Even boasted about it to other people. But after our experience - it will be the complete opposite.

When we arrived at the store, we were greeted but were not made welcome. We were looked at from head to toe and were served standing.

First thing I was told when I told the sales person that I was looking for a plain band was that it would not look good and that it will not suit my engagement ring. That if I went for a plain band I might as well not get anything.

We were stood for 1 hour. When my mother in law asked if we could sit down, we were told that there were no sits available, when there was clearly 1 table free. He told us, let’s look at the rings first and when you’ve chosen one we can sit down. At this point I lost interest. Looking left and right, the couples being served were sat and served enthusiastically. I wondered why this was the case, personally it felt as though we were judged for our ability to purchase from their store or that the amount we were looking to spend was not worth their time.

When we decided to leave, the table I had seen that was free when we came in was then sat with a new couple who came later than us.

Before our appointment here, we went to a different store of the same status and were served both quality and hospitality - we were welcomed with a smile, sat down immediately, served drinks and was given enough time to choose. There is where we found our wedding rings.

Truly, if you’re looking for a wonderful experience,...