Cartier SoHo — Local services in New York

Dear Cartier Customer Service

I am writing to express my profound disappointment and frustration regarding the shocking lack of professionalism and respect my wife and I experienced at Cartier Soho. As a globally renowned luxury brand, Cartier is expected to uphold the highest standards of customer service, yet our recent experience was far from acceptable. I am appalled at the disrespect we encountered, which felt discriminatory and unworthy of a brand of Cartier’s stature.

We recently purchased our wedding rings from Cartier Manhasset, and after trying them on at home, we realized the sizes were not quite right. Upon contacting Cartier Manhasset, we were reassured that we could exchange the rings at any Cartier location. Since Cartier Soho was more convenient for us, we called them directly, explained our situation, and were told that an exchange would be possible, provided we brought the necessary documentation

However, when we arrived at Cartier Soho the following day, we were forced to wait for over an hour before being attended to. While we understand that such delays can happen, it was the subsequent treatment that felt dismissive and discriminatory. We were assisted by a Chinese sales associate, who, after examining our documentation, flatly refused our exchange request without providing a clear explanation. This was in stark contrast to the assurance we had received via phone. It was only after I raised this discrepancy that the associate begrudgingly said she would check with her manager, which is something she should have done from the beginning.

After another delay, she returned to inform us that the exchange could proceed. However, the rings had to be inspected by the manager. This so-called "inspection" took no more than one to two minutes, after which we were told that the rings showed "signs of use" and thus could not be exchanged. This was utterly baffling, as there were no visible scratches or damage to the rings. When we pressed for clarification, we were told that even fingerprints were considered "signs of use." Are we seriously to believe that human fingerprints qualify as usage damage at Cartier? This explanation was absurd, insulting, and left us feeling utterly disrespected.

Frustrated and deeply dissatisfied, we left Cartier Soho. However, the next day we returned to Cartier Manhasset, where the exact same exchange process was completed in just thirty minutes, with no mention of any “usage marks” or other fabricated excuses.

I am writing to formally question how two different Cartier locations can treat their customers so differently. At Cartier Soho, we were treated with blatant disrespect and subjected to inconsistent, discriminatory, and unprofessional service. Meanwhile, Cartier Manhasset handled the situation swiftly and professionally, which further highlights the unacceptable behavior at the Soho location.

As a loyal customer who chose Cartier for a significant and symbolic purchase like our wedding rings, I am disgusted by the way we were treated. I expect Cartier to provide a thorough investigation into this matter and offer an explanation for the discriminatory and unprofessional conduct we experienced. It is unacceptable for a luxury brand like Cartier to treat its customers in such a manner, and I demand to know how this will be addressed to ensure no one else endures a similar experience.

I look forward to your prompt and serious...

During my visit to the Cartier boutique in SoHo for my 30th birthday, I had several experiences that left me feeling disheartened. Firstly, despite my excitement, I encountered a disappointing lack of customer service as I tried to navigate the store. Upon entering, I was greeted by the manager, who was friendly and put me on the waiting list since I didn’t have an appointment. However, the wait became an early indication of the forthcoming frustration.

While I was initially pleased with her invitation to relax in the lounge area, my experience quickly took a turn when I encountered a security guard who was unhelpful and dismissive. This lack of assistance continued as I tried to access different floors within the store, culminating in multiple trips back and forth without receiving any meaningful support. When I finally reached the rooftop, I was offered a limited selection of beverages, which felt restrictive given the celebratory nature of my visit.

As I enjoyed my mango juice, the combination of anticipation and excitement for the jewelry displays began to dissipate. On my return to the lounge, I faced yet another instance of poor treatment from another security guard, whose dismissive attitude made me feel unwelcome and judged, contrary to how I was dressed (mind you I’m wearing Ralph Lauren Purple Label outfit with Santos Cartier watch, Tiffany bracelet and Hermes bracelet)... This negative experience weighed heavily on me, especially as I was prepared to make a hefty purchase to commemorate my birthday (a watch, sunglasses, perfume and bracelet).

In my attempts to share my frustrations with someone in charge, I found a manager who responded coldly to my concerns. I had hoped for an understanding ear, but instead, her lack of empathy left me feeling even more frustrated. After recounting the series of unfortunate events, I left the boutique disheartened, realizing that what should have been a joyous celebration had turned into a disappointing ordeal.

Ultimately, my visit to Cartier in SoHo highlighted significant flaws in their customer service, leaving me feeling unappreciated and saddened rather than celebrated on my special day. It was a regrettable experience that underscored the need for improvement, especially from a brand renowned for its luxury...

I’m writing this review to share a very disappointing experience I had at the Cartier Soho store.

I own a Cartier Roadster watch, and recently the strap came apart (attached are photos). Since I’m from Brazil, I initially tried to replace the strap there, but was told by Cartier Brazil that due to IBAMA regulations regarding certain leathers, they could not order it. They advised me to try in the US.

While visiting New York, I went to the Cartier Soho boutique hoping to resolve the issue. Unfortunately, the service I received was shockingly poor – especially considering Cartier’s reputation.

After waiting about 20 minutes to speak with someone, I was finally approached by an associate named Natasha. She didn’t greet me or show any courtesy, she simply told me she needed the physical watch to order the replacement bracelet. I explained that I had detailed photos of the watch, including the serial number, and that it was registered under my name. She showed zero willingness to help, dismissed the information, and started walking away as if the matter was closed.

I tried politely to explain the situation, reiterating that I couldn’t order the strap in Brazil due to legal restrictions, and that I was only in the US temporarily. Despite this, she kept saying there was nothing she could do and insisted I try in Brazil – completely disregarding what I had just explained. I even suggested ordering the bracelet now and bringing the watch back in four months when I return to the US, given the 4–6 month lead time she mentioned. Instead of considering this, she continued to repeat that she needed the watch, rolled her eyes, and walked away as though she was simply done dealing with me.

For a brand like Cartier, this level of customer service is unacceptable. This was not just a routine shopping trip – I was trying to resolve an issue with a defective strap on a luxury product. The dismissive and rude treatment I received from Natasha has genuinely impacted how I view the brand. I have been a loyal Cartier customer for years, but this experience has left me questioning whether the brand still values its clients the way it claims to.

I sincerely hope Cartier addresses this and improves the level of service at...