Cartier Fifth Avenue Mansion — Local services in New York

I’ve always wanted to have the LOVE Cartier as wedding bands so we visited the Cartier Fifth Ave Mansion in NYC. The experience in the store was ok..Only the doorman greeted us (Guess the way we were dressed wasn’t enough but no biggie) We had to approach an associate to ask for help but it’s fine. The lady who tried to help us was.. ok I think. We stood infront the rings display & tried the 1895 wedding bands. Not that we really wanted to be treated like Royals but there were 2 tables with chairs that were NOT occupied. (We had friends & family who had this experience where they were seated or in private rooms & were offered drinks so we thought we’d get it too but guess not but no prob) At first she thought we’d only try & purchase the 1895 bands so the effort was kind of..minimal we felt. After the 1895 bands, we asked to try 1 small LOVE Ring with 1 diamond & 1 small LOVE Ring. We felt the effort was getting better..but still no chairs for us. Me holding my fur jacket which was getting heavier, I just went to put the jacket on one of the chairs. That’s when she offered us the seats & asked us if we wanted to drink something.. 🙄

We decided to go with the small LOVE Rings. The experience was not 100% I thought you‘d get in Cartier but was still ok if you would just do the initiative to get stuff(done).

1 month after our wedding day, I wanted to pair the ring with the LOVE Bracelet. We decided to go back to the same store but went to a coffee shop beforehand. We LITERALLY wore the rings for the SECOND time after our wedding day since I work in the medical field I can’t wear rings that could hurt patients & my husband works in construction. In a BROAD LIGHT, we noticed that there‘s a DISCOLORATION on my ring next to the Diamond. I thought it was just the foam or cream of the coffee but we couldn’t take it off.

I wanted to resolve this problem first before purchasing the LOVE bracelet. Tbh, I was very skeptical. When we saw this spot on my ring, it has been ONLY 1 month & few days so a return/exchange wasnt even possible. I knew we would have to use their care& repair service which I know some things could happen there. (Before moving to NYC, I worked at WEMPE in Germany so I dealt with High/Fine jewelries as well so I kinda know a lil bit). But I didn’t think it’s something crazy. AFTER ALL, IT HAS ONLY BEEN A LIL OVER A MONTH!!

What’s very unbelievable about my ring is with the CARTIER LIGHTS in the store, IT IS SOO HARD TO SEE THE SPOT but in a BROAD LIGHT, it’s very visible. JEREMY - who helped us told us 10x that he can’t see it which we agreed on because it’s really very hard to see it so we showed him the picture I took (see picture)

After going back and forth, he said that he would send the ring to their repair service to shine & clean & to fix the discoloration FOR FREE.

After 1 week & 1 day- we received a text from Jeremy today (see picture)

LIKE SERIOUSLY.. What did we pay 3k for when this literally happens AFTER A MONTH OF PURCHASING AND WORN 2x? $190 to polish & fix that ring when IT WAS LITERALLY GIVEN TO US LIKE THAT. That’s why they always take so long to take the jewelries out of their drawers whatsoever to get rid of the NOT SO NICE pieces first hoping NOBODY notices it. The only thing that bothers me now is that I didn’t see this within a month because I SWEAR I WOULD HAVE RETURNED this HEADACHE.

It’s not a $23,000 nor $150,000 ring but it’s still $3k that’s supposed to last you for a least some more months than 1 or years without having any issues. And it’s still a wedding band that was used on our very special day!! But well..

Sooo disappointed- a Fashion Jewelry from other Designer brands would have lasted at least 6 months maybe before you see any issue. But a Cartier that’s known for its fine jewelries with the highest quality? NAH, THATS CRAZY.

We opted out any service since we plan on going to the store and speak with a manager or so and see. It’s not about paying $190. It’s the headache that this is giving and the “GOOD QUALITY&SERVICE” that were promised but...

We went to this store on Wednesday and we were very disappointed with the service! We had gone on Tuesday with our cousin who was going to buy the love ring, a tall young man helped her and his service was incredible! The truth is that from the moment we arrived until we left, they took care of every detail of the service, they even wrapped the ring with the Cartier seal to have “the complete experience” the truth is that their service was incredible!

After such good service, my boyfriend and I decided to go the next day. Since we were going to Paris next month, we wanted to go to the Cartier there, but since we were already in NYC, we decided to go buy the love ring and love bracelet.

Unfortunately, for us, the experience with the service was not good at all. We arrived and were attended to by a lady named Kay Ichimura, we started by saying that we wanted to see the love ring, we tried it on and liked it, but we also wanted to see the juste un clou ring, (that one was on the floor above) when we finished looking at the love ring I asked this lady if we could look at the love bracelet which we were also interested in but we didn't know what size my boyfriend was, to which she immediately said "it's a size 18" and that's it, and I asked her but how can she know if he hasn't tried on the bracelet yet, to which she replied "I'm a size 16 he has to be an 18 and we're going up now" I insisted again that she hadn't shown us the bracelet and she basically ignored us and went to the elevator telling us that we had to go up now.

At this point, we thought she was going to show us the love bracelet upstairs, we were a little upset at that moment but we thought it was not for much more.

Then when we got to the top floor to see the juste un clou ring (which was the one we ended up buying since we loved it) she showed us two sizes and said here you have it and started looking at her phone (she was ordering food on a food delivery platform) and there my boyfriend and I started to see which of the two rings we liked more for him, but this lady at no time got involved in the purchase, she did not advise us, nor did she ask us.

The quality of the service was very low for a brand as prestigious as Cartier. Then, when we finished shopping, she gave us the ring and its bag, but they didn't give us the white bag to put it in there (they had already done that the day before with the other purchase WITHOUT ASKING FOR IT and we wanted the same thing), so when we finished, we asked her if she could leave us the white bag and she replied that there wasn't any in that area, and that if we wanted to, we should go downstairs and ask. We went downstairs and sat for a moment (we asked for water, because they didn't even offer us that, when the day before had been completely different) and she came down, she saw us and there she did leave us the white bag.

The truth is that we are delighted with the ring, it is beautiful and just what we were looking for. In the end we did not end up buying the love bracelet because the saleswoman did not want to show it, the quality of the service leaves a lot to be desired in terms of the shopping experience, even more so when we have a reference from the same store, the day before but with another salesperson.

We hope that this type of attitude is isolated, since you feel isolated and as if they wanted to sell you something quickly to get out of the way. We felt disappointed with the attention and even uncomfortable. It is unfortunate that in a store as iconic and prestigious as the Cartier in NYC on 5th Avenue there is such poor quality of...

Horrible customer service experience - I was practically laughed at and treated like a liar for inquiring about a warranty and the salesman was extremely condescending. The worst customer service experience I’ve ever had in my life that worker should be fired no question. They definitely choose who to give good service here. I wasn’t offered a drink until I asked because I heard them offering it to another person who had just been sat down when I was waiting for 20 minutes prior. Note, I was dressed casually and I am in my early 20s so they seemed to seize me up and decide I wasn’t going to spend a lot. Which is ridiculous because I was there getting my watch that cost close to 10 grand fixed. It was disgusting the way they treated me honestly I was so shocked. I went to get my watch bracelet repaired and I was told that although the bracelet broke on its own and was a mechanism error they couldn’t replace it and the warranty wouldn’t count because it only applied to the inner workings of the watch. Then the man told me that he would follow up and asked for my phone number but then tried to use that without asking me first and was like we don’t think you are being honest we don’t have any record of your purchase 9 months prior… Once I realized what he was trying to do I laughed because the watch had been bought by someone else under another phone number. I asked him why he was looking up my number without asking me first (he made it seem like he wanted the phone number to follow up and then looked it up without my permission) if he told me already there was nothing he could do even though there was supposed to be a 2 year warranty (he said this only applies to the watch mechanisms not the exterior) and he couldn’t answer. I was like if you wanted to know the phone number of the person I bought the watch with why didn’t you just ask me instead of being deceptive? He couldn’t answer again. I asked why he was even looking up my number because if I provided him the number linked to the purchase would he be able to give me the warranty? He was like “no it wouldn’t make a difference I was just wondering if you were telling the truth”. As if I would go into Cartier and lie about my purchase - a watch that was given to me as a graduation gift? It was discriminatory and superficial that he doubted my word. That is no way to treat your customers. He was extremely condescending and I left because I wasn’t paying $2k to replace the bracelet on my watch if I was going to be treated horribly like this and laughed at while making the purchase. Do not recommend going here. I will go to another Cartier location because I did not like that salesperson.

EDIT: I went to another watch retailer in Soho and they sent my watch in to Cartier and they repaired the bracelet unlike what the sales person said turns out it could be fixed and I didn't need to “buy a new one”. Cartier was the worst luxury customer service i have ever experienced and I am shocked. The salesman lied to me that the bracelet couldn't be fixed when...