Cartier — Local services in New York

I recently took my high jewelry piece, a La Panthere de Cartier watch, to the Cartier Hudson Yards location to have the time adjusted. Yes, I know—classic first-world problem, but hear me out. The watch is a brand-new 18k gold piece I acquired just two weeks ago, and since it requires a specific tool for adjustment, I didn’t want to risk scratching it myself. Spoiler alert: I should’ve just taken my chances at home.

Upon arrival, I was greeted by Julio, who seemed pleasant at first. I explained that I needed the time adjusted on my watch. He took the piece and admitted he had never seen such a model before and didn’t know how to adjust it, stating he would ask a colleague for assistance. While I understand it’s not a piece one would see everyday, this should have been my first red flag. He took the watch to the back without taking any photos—something I later learned from Cartier corporate is standard operating procedure for servicing.

After a few minutes, Julio returned, claiming his colleague had shown him how to adjust it and that it was "quite easy." He proceeded to work on the watch, pressing the tool with noticeable force on the hinge where the panther bites the watch—another red flag. It took him several attempts to adjust the time. I left the store, feeling like I’d just survived a very bougie ordeal, only to discover later that there was a scratch on the back of the watch, right below the Cartier engraved logo near the serial number. Looks like the tool had slipped and scratched the watch.

Cue my dramatic phone call to the store. Julio denied any responsibility, and it became a classic "he said, she said" situation. He then suggested I bring the watch back so he could polish it, I didn’t want to do it, since he already scratched my watch once. He later offered a “one time courtesy” to send the watch in for polishing. But here’s another the issue: polishing a brand-new watch, especially one with intricate details and a serial number, is not recommended by Cartier’s After Care, as it risks damaging the piece further, as I was told by the Cartier Maison today. Did Julio know this? I’m not sure.

Now, my brand-new watch is scratched—not from daily wear, but from a visit to a Cartier store where I expected professional service. I fully acknowledge that this is the most privileged problem one could have, but hey, when you’re paying Cartier prices, you expect Cartier-level care. Instead, I got a scratched watch and a lesson in humility.

If you’re considering servicing a high-value item at this location, I urge you to think twice. The lack of expertise and adherence to standard procedures here is concerning. As for me, I’ll be over here, mourning my...

UPDATE: After we contacted Cartier and expressed our grievances, we were welcomed back by the assistant manager, Mr. Gabriel Rodriguez, who apologized for our initial visit. Mr. Rodriguez completely restored our faith in the Cartier brand living up to the luxury it advertises. Mr. Rodriguez was extremely courteous, patient and understanding in helping my wife and I. Mr. Rodriguez's professionalism completely made up for for our disappointment. We will definitely be recommending Mr. Rodriguez to our friends.

If you thought paying extra for a high end product will give you better customer service, you are completely wrong. I am 79 years old and Cartier ruined my wedding.. On May 4th my Fiancé order/Picked up our wedding bands for our June 4th wedding. We never worn them nor did we tried them on since leaving the store, we kept them in the original box and wrapping until our wedding day. When our wedding day came I notice that my ring did not fit.. I was unable to wear it.. When we returned back from our honeymoon I schedule a appointment with Cartier to get the ring sized even though I truly believe they gave us the wrong size, maybe they didn't have my size so the sale rep gave me a different size to make the sale and commission. Well Cartier refused to exchange or resized it even thought everything was unused with all the original papers and box. I also showed them that I was unable to fit it on... The sale rep admitted that everything was in mint condition but reused to exchange it because they have a 30 day exchange policy which we didn't know. I am 79 years old, and Cartier ruined my wife and I wedding. All we wanted to do was purchase our dream wedding bands. The sale reps was very rude from the beginning and disrespectful in many ways. She ended our conversation by stating "I'm sorry but I am following the rules" and walked away leaving us standing there feeling embarrassed. I hope everyone consider going somewhere else, because you deserve better......we...

I always thought Cartier’s customer service was 2nd to none.  That is until this week when I learned that the customer is no longer right because they value storing your information more than giving you the product that you want.

During my first (and last) time here, an associate named Ms. Liao requested a photo ID before she would allow me to make a purchase.  As I explained to her, I was never told this at any other location over the years. Why now?  Besides, I was in a hurry and it seemed like overkill just to buy something.  She maintained it was a policy and refused to ring me up unless I surrendered my ID, not for credit card verification, but merely to establish a "customer profile.”

Instead of accomodating me, she simply walked away and returned with a manager.  The manager made it perfectly clear that it was Cartier's policy to not make a sale unless the customer submitted an ID.  I'm typically fond of British accents, but her delivery was so stern, I felt I should've curtsied as I left.  I wasn’t going to patronize a business that prioritizes condescension over customer service.  I guess cash is no longer king, rather, data mining...