Cartier — Local services in Boston

I’ve always held Cartier in the highest regard, valuing its reputation for excellence, craftsmanship, and integrity. That trust has now been severely damaged!

A few months ago, I received a Cartier watch from someone as compensation for a professional service I provided. According to them, the watch had originally been purchased directly from Cartier’s authorized dealer! They told me if you have any issue with it let me know within a month—which is a return policy usually everywhere. They had all the papers and stuff related and the watch was working perfectly fine.

To be cautious, I immediately brought the watch to Cartier’s flagship boutique in Boston and requested a full service. I also expressed my concern about authenticity. I was told clearly: • If the watch was counterfeit, Cartier would return it to me within a week. • If the watch was genuine, I would receive an email confirming that it had been accepted for full service.

A week later, I received that confirmation email — Cartier had proceeded with the service. Based on this, I had every reason to believe the watch was authentic, so I went ahead and delivered my end of the professional agreement and my work with the person was done!

More than a month later—now it is more than a month already, someone from Cartier contacted me for documents, which I promptly provided the papers and all the related documents. Then — two months after Cartier accepted the watch — I was shocked to hear that Cartier had now send me the info the watch is counterfeit!

This made no sense. I brought the watch back, and within five minutes an independent expert confirmed it was a fake in another store, not Cartier pro! So this shows the people working in Cartier, they don’t know their watches, why it takes more than two months for you.

What hurts the most is not just the financial loss — it’s the betrayal of trust. I relied on Cartier’s own team and process to verify the authenticity of a product that originated from Cartier itself. Instead, I was misled and left in a vulnerable position. When I got back to the person, he said “I mentioned a month! Now it is three months!”The pace of service is ridiculous! When I said why it is like this they said they are European, it takes time, what excuse this is? To leave people in a dry situations, your excuse is they are European, ok but we are in US, if you can’t deal with the pace, don’t blame it on being a “European” and now that so called “counterfeit” watch is not even working and missed a screw!

Luxury is not just about high prices. It’s about trust, confidence, and consistency. When someone walks into your boutique with concerns, you owe them clarity and protection — not confusion and contradiction. I trusted a design, name, and a watch that all had the name of Cartier! Cartier cannot defend their name, design, and the safety of their potential client!

Cartier, you failed to protect your own brand and you failed someone who came to you in good faith. That trust is gone now — not just in your product, but in your name! And the watch doesn’t work anymore and pieces...

My fiancé and I had a lovely experience purchasing his ring with Irene. She made our experience very pleasant and she was very informed. Unfortunately this is where the pleasantries ended with this location. The ring didn’t seem to fit him quite well so we went back to either exchange and or get it resized. We were cutting it very close to the exchange window so we decided to visit on a weekend when we were both off.

When we arrived we were told by the woman at check-in we could not be assisted because we didn’t have an appointment. While this would be normally fine from my end given the circumstances of COVID-19 policies, it seems that this policy is loose and they handpick who they’d like to enforce this policy on. As I was explaining the reason for our quick visit the woman who was handling the check-in paused me to answer a phone call that seemed to be from a client. She then proceeded to tell this client that if she cared to “pop in“ she most certainly could. At that point I was extremely upset and knew I was being discriminated against because I was not there to spend new money, nor was I a high ticket client for them.

Ultimately my fiancé was admitted to go resize his ring while I waited out side. Multiple groups who did not have appointments were accommodated to go inside. I would glance over at the woman each time because she knew I caught on to the lies she tried to feed me about being booked to capacity. Based on the reviews it seems this has happened to other individuals as well. I don’t have time or emotional energy to be wealth shamed by a sales associate. This Cartier seems to have a specific discrimination issue and must do better. My recommendation is to avoid this Cartier and visit another location or avoid them all together as Van Cleef and Arpels is directly right next store. You are only viewed as a dollar figure and after any purchase you are out of luck.

I regret purchasing my fiancé’s wedding band at this location as now it’s permanently tainted by this associates...

The best customer service--thank you thank you Lauren, James, Wayne & Carmen! This is my story and thankful for the outcome due to the exceptional customer service I received. I purchased a bracelet at Cartier at Baha Mar in Bahamas and it was too small. I contacted the salesperson in Bahamas and she was rude and did not want to assist me. I was saddened by how I was treated and it was not the first time me and my husband received poor customer service from Cartier, so I decided to chat on the Cartier website. I began my chat with Elizabeth and she assisted me by connecting me to Lauren, the supervisor at the Cartier on Newbury in MA. Lauren was pleasant, apologetic and truly wanted to assist me due to my poor experience at Cartier. Lauren was not present for my appointment, but she ensured me that her staff would take care of me. Lauren wanted me to have a pleasant shopping experience at Cartier and especially since we already had several unpleasant experiences. Her staff, James, Wayne and Carmen outdid themselves. They were kind, patient and willing to assist me. My daughter was given crayons and we even sipped on champagne and chocolate during our visit with our purchase. I am grateful for Lauren, James and Wayne and their kindness and making my experience with Cartier so pleasurable. Although, her assistant supervisor who was suppose to assist us but it was extremely busy with people, but Carmen, still came to us and apologized and introduced herself. The following day Lauren communicated with me and wanted to follow up on experience and if I was happy -which I thought was so thoughtful and I personally thanked her for all of her assistance. I appreciate all the attentiveness Lauren, James, and Wayne provided me and I will be only purchasing my jewelry at this location. Everyone was outstanding and polite! Thank you so much Lauren, James and Wayne at Cartier! Your truly...