Cartier — Local services in San Jose

I want to update my review and thank Chloe, the manager at Cartier Westfield Valley Fair, for stepping in and helping us resolve our engagement ring issue.

After a very frustrating and stressful experience, Chloe personally took over our case and made sure everything was handled properly. She was responsive, clear, and genuinely cared about helping us. She walked us through the return process, kept us informed, and followed through every step of the way.

We were able to return the ring smoothly, and Chloe's professionalism and attention made a huge difference. I truly appreciate her support and how she turned a difficult situation into a positive resolution.

Extremely disappointing experience at Cartier – Westfield Valley Fair.

My fiancé purchased an 1895 engagement ring from this boutique on May 14, 2025. What should have been one of the happiest and most meaningful milestones of our lives turned into a complete nightmare — all due to Cartier’s careless service and disorganized handling.

The sales associate, Phil, told my fiancé to buy a larger size and promised that resizing or exchange would be “easy.” When I came in, I made it very clear that I preferred to exchange the ring — I did NOT want it resized if it involved cutting — and that I prioritized color quality, not carat size. Phil failed to find a suitable replacement and gave me inconsistent updates, or no responses at all.

After over a week of frustration, another associate, Hugo, helped identify three ring options. I chose one (0.57ct / E / VVS2, size 51) and agreed to wait for it to be transferred. But due to "commission reasons," Phil had to handle it again — and continued to mismanage everything. He told me the ring had arrived, but hadn’t checked if the report was in. I had to pressure him for any progress — and only after I warned we would ask for a refund did he miraculously say the report “just arrived.” Suspicious timing.

We made a long trip to the boutique that evening (I live and work far away), only to find no one knew what was going on. Phil was with another customer, and his manager Ellen had no idea what ring we were there for. The ring we waited for was missing. They brought out the wrong ring. After bringing Hugo back into the conversation, he admitted the correct ring had never arrived — he misread an internal email.

So after multiple commutes, wasted time, and emotional stress, I was left with no real choice but to settle for a lower-spec ring I didn’t even want. What should have been a beautiful moment became a disaster.

Cartier is supposed to represent world-class service and timeless elegance. What I experienced was unprofessional, frustrating, and careless. I will never work with Phil or Hugo again, and I honestly expected far better...

Never buy from this location. Very unprofessional and will blame you for their mistakes.

The women's ring I received was in terrible condition, covered in scratches. I was surprised as I thought you check the condition once again after you cleaned it before wrapping it up.

On my second visit to the store to exchange it, the associate who assisted me—a man I do not know the name—insisted that the scratches were normal and caused during manufacturing, claiming that even if I exchanged it, the new one would be the same. But that wasn’t true.

On my third visit today, finally when my associate texted my husband that the new ring arrived, the other new associate assisted me and had no idea why I was there.

No ring was on hold, and she claimed that no associate would have sold a ring in that condition. Then how on earth I got it?

She also blamed me for not checking it thoroughly before purchasing it. Her comments made me feel like she was implying that I had caused the scratches myself overnight, which was extremely uncomfortable.

I asked the associate to check the ring’s condition for me, as I was occupied with my baby at the time I purchase it. And as it was covered with a bit of fingerprints and dirts, It was hard to check the condition at first sight.

Do I now have to take the blame for trusting their expertise? I expected Cartier to uphold its standards, not shift responsibility onto the customer.

On top of that, the associate never provided direct contact information, leaving us no choice but to book another appointment online for this frustrating experience. No way we could reach out on the day we bought it.

We have now visited the store three times for this exchange, wasted our time, and no one has acknowledged the inconvenience caused.

It would have been better if we buy our wedding bands from other location or other brand.

We were so excited to get new wedding bands from a luxury brand but it was clearly a bad decision. I truly hope this never happens again to other customer who is thinking of buying things from this location.

As at least I got the new one, maybe I have to thank them instead...

Always always loved Cartier, since my birthday is coming up in just a few days I decided to make an appointment and pick out something nice for myself.

Staff greeted us with big smile on their faces and made us felt so welcomed.

LOUIS helped me right away with the different sizes of the watch I wanted, and also let me tried on different colors/sizes of the “love” bracelet, such a SWEET guy. I enjoyed talking with him so much and he gave me a lot of advices even though I decided not to get the love bracelet. Once I picked out what I want he introduced me into the guest room and bought beverages and treats for me and my boyfriend.

Then the SA assigned to me took over, she texted me earlier of the day but I guess the message went into spam, so I didn’t know who was my SA when I first walked in. (Sorry THANH MAI and LOUIS ☹️ for the misunderstanding)

MAI helped me with the payment process and adjustment on my watch. She was in and out so many times just to made sure I had the perfect fit. Then she explained the extended warranty and helped me sign up for it, if it’s not her I guess I would have never known since my SA in Beverly Hill location when I bought my last Cartier product never really explained anything to me.😕 they didn’t even offer me water, I had to ask.That was a pretty bad experience.

But MAI is just lovely, incredibly sweet, patient and professional, she also packed me 2 bottles of champagne and some holiday treats at the end.( and yes, which I never received before.) When I walked out everyone was telling me happy birthday and that just made my day even better.

Thank you Cartier Santa Clara, thank you MAI and LOUIS, for the wonderful and heartwarming experience on my birthday. I’ll definitely visit you...