Cartier — Local services in Miami

EDIT: Promptly after this review was initially posted, Boutique Director Sarah contacted me directly via phone. She offered sincere apologies, and assured me that employees would go through some re-training. While we don't plan on returning immediately, I do plan on trying another visit in the near future.

Such a disappointment in every sense of the word. I had booked this appointment 3 weeks in advance. First, I had attempted to book online as their website requested, but I found out the hard way that you actually need to call the store. I spoke to a woman who booked my appointment, and took down the details of a specific item I wanted to view for my 10th wedding anniversary. We had never been to a Cartier, and saved some money to purchase something special for this anniversary. Wow, Cartier did not deliver at all. When we showed up, we were left waiting as the staff tried to figure out who was going to help us. When Victoria was finally sent over, I gave her my name and told her that I had made this appointment and requested to see a certain piece. She left us and disappeared for some time, I guess trying to find this information. She returned and said they did not have that piece "because you didn't tell us which size to order." I told her, no one asked me for a size. I just figured there would be an example to view, then we could determine a size. I knew by looking online that not all sizes were available, but mine was available to order. She told me, you can order it online and pick it up here. I replied, I don't want to commit to it until I see it in person. If I wanted to do that, I would have shopped online. She proceeded to stand there. She actually just stood there. My husband and I walked around awkwardly. It was terribly awkward, as she said absolutely nothing and just followed us around with a tray. We ended up leaving after just a few minutes of this awkward encounter. I do not work in retail now, but I have in the past. Here are a few things she could have said: I am tremendously sorry for the confusion. Can I show you [this, this or this] item instead? Thank you for trusting Cartier to celebrate this occasion! We don't want to let you down- how about these items instead? Can I ask you what your budget is? We can certainly find something special! Literally, Victoria could have said any number of simple things to help take the sting out of the clear lack of communication, but she did not. I also heard another woman complaining to another salesperson about a previously poor experience with Cartier. I just wanted to spend some money on something nice; I really did not anticipate that being such a difficult task. Needless to say, I don't plan on returning to this location (local to me) or really any others. There are plenty of other luxury jewelry...

I rarely take the time to write reviews, but after the experience my partner and I had at the Cartier boutique in the Miami Design District on January 10th, I feel compelled to share our story.

We went in to purchase a Love ring, and the sales associate presented a sample that already had a noticeable patina and light surface scratches. We assumed it was only for sizing and not the actual piece we’d be taking home. After several trips to the back room, the associate assured us the ring we were buying was new. He also repeatedly said engraving would require sending the piece to New York for a few weeks, which influenced our decision to postpone engraving.

Unfortunately, once we left the store, we realized we were given the exact same worn display ring. We returned on January 18th to exchange it, expecting a quick resolution. Instead, we spent over an hour being told we could not return it and dealing with condescending remarks. One associate insisted my partner had caused the scratches, which was untrue, and he spoke to her in a dismissive, disrespectful manner.

When the manager finally arrived, she reiterated that we couldn’t return the ring because my partner had worn it once upon leaving the store. She then took the ring to the back and confirmed it was actually a previously returned piece—clearly not new. Yet there was no apology or acknowledgment of how frustrating this was. When I simply said, “That’s why,” she became confrontational and told me to watch my tone.

Eventually, the manager did offer an exchange, but only after a deeply upsetting ordeal. My partner felt humiliated, and I had to speak up in her defense. To make matters worse, we later discovered engraving could have been done on-site in just five minutes—completely contrary to what the first associate repeatedly told us.

I come from a family of business owners and have never treated a customer the way we were treated: dismissed, accused, and outright disrespected. The fact that a visibly worn ring was sold as new is alarming, and I question the quality control at this location. My family and I have been loyal Cartier customers for years, but this experience has seriously made us doubt the brand.

Although we ultimately received a new ring, we left feeling disillusioned and disregarded. I genuinely hope Cartier addresses these lapses in professionalism and quality control, because this ordeal left a bitter taste and made us question our...

My experience at Cartier at this location was honestly embarrassing. My wife and I are long time customers. I had an appointment. I show up on time (dressed in a t-shirt and bathing suit) because .. I mean.. it’s Miami. And I immediately get mistreated. I tell them I am there for a chain necklace for an important pendant and my Cartier wedding band (which is how I wear mine since I don’t like wearing it on my fingers since I am an Emergency Doctor! and work with my hands) and I am immediately dismissed. First, the guy who welcomes me in the front to check me hears I’m there “only to look at chains” ,as he put it, and tries to deprive me of my experience by pointing at the first necklace that was next to us in a display. I respectfully told him I’d like a sales associate to sit me down and show me different products and get to know what I’m looking for in order to provide the best solution. I was told to sit down on a corner and wait. I happened to see a total of 4 different groups of customers walk in after me, some without appointments, since the guy in the front didn’t check them in or anything in his iPad, and be helped before me. I was basically ignored for at least 20 minutes after my appointment, after which I decided to walk out given the sheer embarrassment of how I was profiled and frankly insulted.

To add insult to injury, as I walked by, I still politely acknowledged the greeter who did nothing to salvage my experience m, even though he knew I had not been helped. I received no call from the boutique afterwards either, even though I was checked in to my appointment but was never helped.

I have bought from Cartier in Boston, in NYC, and in Cali. Never have I had the experience that I had in the Cartier in Miami’s design district. Simply unacceptable.

Edit: Google does not have the option for a reply on reviews. I would prefer not to share contact info online for obvious reasons. That being said, I had an appointment at 3pm on 8/12 and my contact info should be included in my appointment information (frankly I should have received a call from them 5 mins after I left the store, but I digress). Feel free to contact me this upcoming Monday 8/15 after 3pm. Sorry, I’m working nights at the ICU...