Cartier — Local services in San Diego

UPDATE: I ended up returning to the store and purchasing my bracelet there, and I’m really glad I did. This time, the experience was completely different—in the best way. Store manager Mery and sales associates Tanya and Lydia were incredibly kind and welcoming. They were patient, professional, and made me feel at ease. They were also so sweet to my daughter and even made her a little bracelet to play with, which was such a thoughtful gesture.

They explained that I can bring my bracelet in anytime for a cleaning, and I really appreciated how they took the time to walk me through everything and made sure I felt comfortable throughout the visit. It’s clear to me now that the issue wasn’t the store, it was just one employee. I’m so glad I gave it another chance, and I truly appreciated the care and attention I received this time around.

ORIGINAL POST: I think it's important to share my experience so others can avoid the same disappointment.

I've worked with the same sales associate Helen at Fashion Valley Mall in San Diego for two separate purchases. I bought two watches from her in the past and just this past Saturday I made what felt like a really big purchase for me. I picked out two bracelets including the small Love bracelet, and I told her it was a meaningful purchase from my husband for Mother's Day and a work bonus. Even during that initial visit she kept looking at the clock, and I felt rushed to decide even though I said I needed a bit of time to be sure.

The next day I went back because I wanted to try on the medium Love bracelet one more time. I had already bought the small but wanted to double check the sizing. She was with another client so I waited. When she finally helped me she seemed impatient and annoyed. My toddler was getting a little fussy and I apologized multiple times. I even said I understood how busy she was with the upcoming price increase which she had mentioned a few times. Still the way she kept checking the clock made me feel like I was bothering her.

I went back again yesterday alone to do the exchange. I waited a good amount of time and when she finally came out her attitude felt even worse. She seemed annoyed and talked to me with a condescending tone. She kept asking if I was sure about the exchange. I calmly said yes every time. I also asked to see a watch and she brought it out but stayed on her phone almost the whole time. She barely looked at me. After a few minutes of being ignored I politely said "You seem busy. You've been on your phone the whole time." She didn't look up or say anything.

After sitting there with almost no engagement for about ten minutes I asked for a refund. I told her I felt she was being rude. She just said she was texting her colleague and didn't apologize. When I pointed it out again and reminded her that I've made multiple purchases from her and didn't deserve that treatment she finally apologized but only after I asked for a refund. She brought up the price increase again and asked if I was sure. I told her yes and that I didn't want to continue the purchase with her. I said I'd rather work with a different associate even if it meant paying more. I told her I was no longer her customer.

As I was leaving she made one last comment that honestly shocked me. She said she had just lost another client because I had wasted her time. That was the moment I knew I made the right choice walking away. I've never experienced something so unprofessional especially when spending thousands of dollars. I expected better...

I was unsure of posting this review based in how it might affect the service the boutique was providing me. I have been in numerous cartier boutiques in and outside the country, and I have never felt more disrespected. I requested an appointment with a jeweler to have my ring resized, it was given to me as an engament ring and it fit too big. To my displeasure, Helene was the one to "help" me with this. The first thing she said to me was "we don't need that box, take it with you" and it wasn't the fact that she did not need the box the ring came in but the tone she used, it was demeaning. second thing she said was "ugh, you already wore it? they should've told you you could exchange it if you hadn't" which was not the service I had requested, I wanted MY ring resized, not exchanged. And it was very obvious that I had wore it as I was taking the ring off my finger in front of her. throught all the visit she seemed demeaning, like we were beneath her or unworthy of her time. I was very excited to have my ring (which holds a sentimental value) resized, and left the store not knowing if it was going to take 6 or 8 weeks to be ready, as she just said "I'll call you". I was under the impression that luxury brands have excelsior customer service. THIS WAS NOT THE CASE. Getting and having your engagment/wedding rings serviced should be a magical experience and not something painful to do.

Today I went and pickup my ring which took a little more than two weeks(as opposed to 6 weeks as advised by Helen) and the guy that helped me was super attentive and nice. He kind of made the bad...

Agree with each review about terrible customer service. When they opened at fashion valley store I went in and got LOVE bracelet and then in one week it was falling off my wrist and I almost lost it (the bolts were loosening). They did not replace it and offer to repair and I agreed and promised myself not to shop there anymore… Recently I needed their cleaning lotion for my bracelet and asked my husband to stop by and see if they can give/sell it to me. They said they don’t have it in the store and I should come for cleaning and if it will be in stock they will give it to me.

After a couple of days I went to the store and decided that I would buy a ring at the same time. And I asked the seller Anna if there was a cleaning lotion and she immediately replied that yes and promised to put it in the bag along with the jewelry (what was my surprise, because only a couple of days ago they told my husband that they didn’t have it in stock). To finish the story, I must say that I was disappointed when I came home and discovered that there was no lotion in the package. I immediately called the store and was answered by the girl Anna, who sold me the jewelry and said that in general they usually don’t give it to me, since the jewelry is not very big... She didn't even apologize. I have never seen such customer service before in any jewelry store. I'm crossing Cartier off my list of...