Cartier — Local services in Upper Merion Township

I have resisted reviewing this store up to this point, despite the fact that the service I have received has been below what I would expect for a luxury merchant. Today was the straw that broke the camel's back. I called the store and was connected with a watch ambassador as I was calling to inquire about a replacement value letter for a new watch I have just received as a gift that I need to add to my insurance policy. I have had these drawn up by other stores over the course of my life, as I have moved residences (Chicago, Chevy Chase [since closed]) with no problem. After an initial very unpleasant conversation with the male ambassador who told me no such paperwork can be provided by Cartier, I called another Cartier store in a major east coast city, where a watch ambassador promptly told me they would be able to provide me with such paperwork, as they could get all the information necessary from the serial number of the watch. The conversation was quick and very pleasant. Because King of Prussia is more conveniently located to me, I called the store back to verify that I had not misunderstood our initial conversation. I was connected with the same male watch ambassador as the first phone call, and to say the conversation was unpleasant and unprofessional is an understatement. Throughout the conversation, not only did he make me feel disrespected and unheard, he made no effort to work with me at solving the issue. He suggested the policy he was explaining to me was to protect the person who purchased the watch, and insinuated that without me having a receipt there was no way to prove it was my watch, essentially accusing me of potentially having stolen the watch. I tried to simplify what I was asking for several times, a document showing replacement value and serial number, yet he continued to go back to not being able to divulge personal private information on buyer. I read him word for word other such documents from Cartier I have but I quickly got shut down and told those must have been from an authorized dealer, not an actual Cartier store (not a fact). I explained I clearly knew the buyer who had gifted me the watch but that it would be inappropriate to ask them for a receipt. Not even after I stated that I was disappointed with the customer experience I was receiving did his attitude or tone change. I am sure I am not the first person requesting a valuation for insurance purposes; the way this man spoke to me and refused to be of any assistance at all is beyond the pale. I will never do business with the...

It was my husband and I first time at Cartier- KOP. We did not have an appointment. The girl in the front was very nice and said we are free to browse but if we decide to purchase or try on any jewelry, we might have to wait 10 minutes for a rep. We were okay with that. I had my heart set on the love wedding band already so I just waited for the next available rep. Our rep was Sarah and from the beginning, she had an attitude and even behind her mask, didn’t even attempt crack a smile. We tried on rings and checked out right away. When we sat down to check out, my husbands card was declined due to exceeding our speeding limit from our bank. We tried a second time and still declined. Immediately, she said I can’t process your card a 3rd time and tossed the card back to us. I explained to her that our bank must’ve seen several large transactions and for precautions, must’ve stopped the card for safety. My husband called our bank and had to wait to be connected and get approval to increase the spending limit so our transaction went through. This was about 20-25 minute of a wait because they were having technical difficulties on their end. The entire time of waiting, she was on her cell phone and kept sighing. For a moment, she went back and didn’t say a word to us. I’m certain she went back there to belittle us because she came out and I heard her say “rude” followed by some guy who also said something I couldn’t make out. After this waiting, my bank asked us to try it again and she told my husband to not get off the phone with my bank until we can process the card successfully. Well, the card was declined again. Finally, the bank got it to go through and I asked her if she’s ok to try it again. It was approved and all she asked was, “is it approved now?” with an attitude. My husband kept apologizing to her throughout the waiting period. My husband signed and within less than 5 minutes, she came back with the bag, handed the bag to me and started walking away. Once again, my husband thanked her for her patience. When I got home, I looked inside the bag and noticed my box was not wrapped. I opened up the box and the box holding the ring wasn’t even closed properly!!! This was my first in-person experience at Cartier and will probably be my last in-person experience. I’ll just order online to avoid being treated so...

My first purchase from here was 5 yrs ago with Emil. I walked in and was just browsing but ended up getting the love bracelet as my 5th yr anniversary gift from my hubby. He was the sweetest SA and wasn’t pushy at all. Last yr we stopped in to say hi and decided to try on the juste un clou bracelet to stack with my love bracelet I’ve been eyeing at for a while. Then we left as we were just window shopping. I had to make a quit stop at Louis Vuitton while my husband was waiting for me outside of Cartier. I went back to look for my husband like 5 min later caught him walking out from the cartier store and asked what he was doing he said nothing just catching up with Emil. I thought he bought me something so I peeped into all my shopping bag and found nothing but then I got home and he pulled out the juste un clou bracelet that’s why I found out him and my Emil knew I would suspect so he just put the bracelet in a travel pouch for my husband to take home while he ship out the boxes to us the next day. I don’t know how Emil and my husband did it in a matter of 5 min while I’m away from them but I’m still surprised til this day. He was the most amazing SA I ever worked with. I stopped by the mall yesterday to drop by to say hi only to find out he’s no longer there. I’m so devastated. I could not say enough good things about this SA 😢 I did meet a new lovely SA Erin. She showed us a few items and wasn’t pushy at all even though I wasn’t ready to make a purchase on the spot she was very friendly and attentive and took her time with us. We did not feel rushed or force to make any purchase...