Cartier — Local services in Paradise

I came into the store and asked to buy Baiser Vole eau de parfum (I previously went through 2 bottles of it). They gave me essence instead, which smells rancid. The packaging and bottle look the same, just says essence instead of eau, so I didn't spot the wrong product immediately. Since I tried using it they refused to exchange or refund. Tried calling their customer service and without even pulling up my purchase information they told me they "stand behind the store".

The store manager had the nerve to tell me the essence must smell very similar to the eau de parfum, so there shouldn't be a problem. Look, I found several people online complaining that the essence smells pungeant and just "off". I wonder if the staff intentionally sold boxes of essence to unsuspecting customers who asked for eau de parfum just to get rid of unwanted stock. How is that even allowed in an official luxury brand store? And why is customer service acting as if they represent a discount store and treat repeat customers like dirt?

They will not be getting another cent from me. This was supposed to be my Valentine's day present, and they ruined it.

Update: Don't be fooled by their copy-pasted response. Why are they even suggesting a foreign number when the store is in the US?! Obviously they didn't even read the review. When I called customer service earlier they didn't even ask for any info on the purchase, just said nothing can be done. What a joke! Gave me wrong product and refuse to take any responsibility. Apparently it's that difficult for them to exchange it and give me the perfume I wanted and thought I bought.

Another update: No response from customer service to my email sent 6 days ago. Also, they changed their phone # and email in the answer below - both used to be international, the email had "rne" instead of "na". So they edit their posts, but...

I purchased panthere watch. Mali was so so helpful. She was nice and friendly. If I am getting something else in the future I’d go back to her.(I used to go to Cartier at Wynn but I like it here more now)

But the problem was another SA who helped me when I was picking up my watch. I got an engraving service so I had to wait and come back for it.

Sadly Mali was not there that time so this SA helped me. She was not nice and her tone felt rude. I don’t know her name but she’s about 5′ 2″ and wears glasses.

When I got my watch, she didn’t get me a box or a travel pouch or any documents or any packages that come with it. She gave me “just the watch” and wanted me to leave lol. I asked her if I’m getting any of those. She briefly said “oh” and finally prepared them for me. Her tone entire time bothered me a lot. Sounded like she wanted me to leave as soon as possible.

Maybe she was having a bad day? But that’s not my problem. I wanted to have a nice experience purchasing something here(well I was just picking up this time). But how she treated me was just disappointing. It made me appreciate...

I had the pleasure of being greeted by Mao during my recent visit, which was just an hour before the store’s closing time. Despite the late hour, Mao provided exceptional service, making me feel both welcomed and valued. As we discussed my preferences and selected items, Mao went above and beyond by sharing her knowledge of Cartier’s rich history, adding an informative and engaging layer to the experience. After selecting the product I wanted, I mentioned that I’d like to browse the shop without the intention of making any further purchases. Despite this, Mao kindly took the time to explain the details of all the products I was looking at, further enhancing my visit. Her warm demeanor, attentiveness, and thoughtful approach made the entire experience truly memorable. I highly recommend seeking her assistance if you're looking for a personalized and knowledgeable shopping...