Cartier — Local services in Palo Alto

The service here is terrible and far below the standard of other luxury stores—even the service at the Gap is superior.

I scheduled an appointment with a watch specialist and arrived on time. The first associate asked for my name and then proceeded to call me the wrong one. She also asked who my appointment was with—I had no idea, since the confirmation email didn’t indicate. She awkwardly motioned me to a corner, spoke briefly with another woman at a table, and then told me she’d “help.”

I explained that I had purchased a vintage watch and wanted to understand care and maintenance. Rather than a calm, welcoming conversation, I was lectured at in a rushed and abrasive tone. When I asked about looking at modern Tanks and Baignoires to compare them with vintage pieces I’ve been considering, she abruptly handed me back to the first associate.

I stood at a watch counter and waited. When the first associate returned, she asked, “How can I help you?”—apparently with no idea of what I’d just said. I repeated myself and asked to see the Baignoire.

Every answer was dismissive:

Me: “Does this come in a cream face?” Her (curtly): “Yes, but we’re out of stock.” Me: “Well, can I try the black face anyway?” Her: (silently pulls it out of the case)

Me: “Can I try the Baignoire bangle? Does it only come in this size?” Her: “This is the only one we have.” Me: “Sorry, I don’t mean the face, I mean the size of the bangle.” Her: “I don’t know, I’ll have to look when you’re done trying it.”

Me: “How does my vintage Panthère from the ’80s compare to the modern Panthère? Can I look at a modern one?” Her (dismissively): “They’re exactly the same. Same links, same everything.”

At that point, I didn’t even bother repeating myself to ask to see the Tanks.

It was such a disappointing and unpleasant experience. I had done my research and came excited to speak with someone about Cartier’s heritage. Instead, I was rushed, lectured, and dismissed. I won’t be...

Florence asked me why I came to the boutique. That was strange to me since I made an online appointment and included the reason why I came on the online form. Rude. When I told her I came to the boutique to have my battery changed, she kept telling me, “IF it’s just the battery”. She said that a number of times. What does that even mean? When she was trying to check me into the system on the computer she required help from another associate in order to complete her work on the computer. I had to asked her approximately how long a battery change would take. She told me 2 weeks. I left the boutique with absolutely no confidence that my watch would be okay. She did not tell me how she would contact me after my watch came back from service. I actually had to call the boutique to ask about my watch 2 weeks later. I did not receive an email, phone call or text when my watch was ready. It was only after I called the boutique and left a message that she texted me to tell me it was ready. I made an appointment to pick up my watch at 11:30am the next day. When I arrived at the boutique she was not there. I waited several minutes for her to come back from her break. Waiting was rather annoying since I even made an appointment beforehand. It would be more understandable if I had just walked in, I was aghast she wasn’t even inside of the store. After she arrived and several more minutes of waiting, she had trouble with the computer again citing that the computers were always slow in the morning, which she also said when I dropped off my watch. I was extremely relieved to get my watch back and out of her care. It was a horrific experience. I would recommend Cartier Palo Alto to friends and family only with a warning about Florence, and that they should try to do everything they can to avoid working with her. I already filled out my online customer service survey. Cartier Palo Alto, there is no need to direct me to a...

My friends and I have never had such a bad Cartier experience as we've had at this location. We usually go to other boutiques around the US as well as Europe and have had nothing but positive experiences. This one was the exception.

The four of us set out to purchase matching bracelets and wanted to do so at this location as we were nearby. This was on a Sunday afternoon around 3 to 4pm. However, one employee in particular made us change our minds, and we won't be coming back to this location as a result.

This employee, an older Caucasian woman with short hair, treated us with nothing but disrespect. We wanted to try two types of bracelets. One of them was the Trinity Cord bracelet for which we wanted to see the color options of the cord. She answered that we have to purchase it first before she can show it to us. In what store would you buy something before seeing it first? It's unbelievable.

We then wanted to try the other bracelet. She did not seem in the mood at all to make us try them, but eventually obliged. The moment we tried them on and put them down again she, condescendingly, said "SO. Are you going to buy them??".

Furthermore, one of my friends wanted to get the strap of her existing Cartier watch replaced and was curious to see what leather straps they had. This employee did not want to show her anything and only said "Which one do you want? We'll ship it to you".

As four young adults from Asian descent, we've never felt so racially discriminated. Never were we taken seriously by this employee and were essentially treated like trash. Not to mention she had security follow us around everywhere we went.

Avoid this place at any cost. There are plenty of other Cartier stores where you are treated properly, as well as other luxury brand stores, that we will most likely visit...