Business Profile

Jewelry Designers

Cartier

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cartier's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

89 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/02/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a bracelet/bangle from cartier, ***** ***** on 12/17/2022. a week later on 12/26/2022, I returned it without even opening it, back to the ****** yards cartier. They examined everything and gave me a refund memo saying my merchandise was eligible & accepted for full refund. but since it was originally charged by ***** ***** store, they will have them process the refund which usually takes about 7 to 10 business days. As few weeks passed and no refund was given i contacted my AMEX to dispute the same. Have provided all the documentation to them showing that the merchandise is with Cartier and have a refund memo but still AMEX could not help to get the refund as cartier refused to refund the amount. all this time I kept on going back n forth with my credit card disputing the claim, but now finally they have given up. It's really frustrating now that Cartier has the merchandise for over a year and at the same time is not willing to process my refund.
Business Response
Date: 04/03/2024
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by ***************************, ID# ********. ********************** Client **************** is urgently forwarding client's feedback to the ***** ***** boutique. The management team at the boutique will make sure to contact the client to address the feedback.
Customer Answer
Date: 05/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Please see the below as this complaint was reopened and have have received no further communication from cartier nor your office.

Will appreciate a prompt response

Thanks
*******

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business Response
Date: 08/23/2024
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by ***************************, ID# ********. ********************** apologies for any impacts to your client experience. Please kindly note we have shared your additional feedback with our internal partners and will have someone contact you to discuss the matter as soon as possible.
Customer Answer
Date: 08/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Ever since I've filed the complaint all I get a response that someone from corporate or store & now internal partners will contact you to discuss the matter as soon as possible. But no one ever calls or has emailed to even talk about this issue. Last when I was in the store the manager even refused to disclose the camera footage where they were going to check how was the bracelet handed over to their store?. They are just giving me a runaround so that they should keep the merchandise & also not refund me the money.
It's really shocking that BBB is not taking any action against the business. Every time I get a response from them 4 weeks gave passed.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************
Initial Complaint
Date:02/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A watch bought from Cartier was returned and received by cartier on Feb 6, 2024, while cartier have received the return, However, after multiple emails and calls to them, they have not issued the refund to date. As attached, multiple emails were sent regarding this order #*********, cartier have also been notified of possible lawsuit to be filed as they are deceiving money from consumer by keeping both the money and product and failed to respond as well as failed to refund.Per their website, the product has been listed online for sell since Feb 7, 2024.
Business Response
Date: 02/26/2024
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *****************, ID# ********. We sincerely apologize for the delay in the return process for order *********. This piece had to go through our quality control process, which determined that the piece received was not in pristine condition. An accommodation request was submitted and later on approved. We have urgently requested from our internal department, to proceed with the refund.
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Client ID CE Client ****************. Ive been bringing a bracelet repairs for years. During each visit Ive reported issues with the piece not being able to hold a s**** The bracelet was reshaped 1x and has been reviewed numerous times. At each visit Ive been told the piece is fine and have been directed to purchase a replacement s**** I believe there is an issue in the s**** mechanism on a single side that makes it unable to hold a s**** The bracelet is unsafe to wear as its not secure. During one repair visit a customer service rep pulled out a glue bottle and dotted the s**** with glue. Notheless I still had to return as the s**** fell out. On another visit the piece was taken in to be reshaped. Nonetheless, a s**** still fell out. I wear a yellow gold piece on the same arm and it has no shown the same issues. There is something happening that is specific to the rose gold piece. I believe I have a faulty bracelet. I have been unable to get my case escalated so that a more permanent repair solution may be found. I am asking for a permanent solution for this rose gold piece. Can the s**** mechanism be replaced, can this piece be switched out? Are there any alternative options other than having the piece reshaped again and another s**** replaced. What is the process for having a case reviewed if you believe that you have a faulty piece. Ive attempted to go through service agents for years to no avail.I am concerned that this bracelet is faulty and unsafe to wear. I am kindly asking for someone from management to review my case. I have been unable to get management at Cartier to respond or get a review past the initial customer service agent. *************************
Business Response
Date: 02/20/2024
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *************************, ID# ********. ********************** is sorry to hear of your client experience with your bracelet. We would be more than happy to look into this further and find the most appropriate resolution for you. We would be delighted to contact you to discuss your feedback. We invite you to call 1800-Cartier and request to speak with ********. Sapphira is a manger with Cartier Client Relations. Alternatively, we invite you to reply with the best date, time, and contact number, and we can arrange to call you.
Customer Answer
Date: 02/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Hello, as directed I contacted 1800-Cartier and requested to speak with Sapphira- the manager with Cartier Client Relations. I left a message for ******** requesting a call back. I can be reached at ************. I am eager to resolve the issue with this bracelet

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Customer Answer
Date: 07/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Cartier repaired the bracelet and was kind w enough to provide a small gift for my troubles. I am still hopeful that Cartier will consider exchanging the bracelet for one with the updated mechanism.

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Customer Answer
Date: 07/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:02/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Cartier watch, (order #*********), on 1/8/24 from Cartier's online boutique for $3,518.63. *** ** delivered and I signed for it at 3:58 pm on Thursday, 1/11/24. (Tracking #************). I immediately tried on the watch, literally over a towel on my dining table to protect it, and saw it wasn't going to work. I called and received a return authorization from *****, packed the watch back exactly as it was when it arrived, and returned it to the ************* at 11 am the following morning, 1/12/24. It was received back at Cartier on 1/16/24 at 3:06 pm (tracking # ************). I called on 1/24 for the status of my refund, and I was told it was too soon. I called again on 1/31, and spoke to *****, who told me that my watch didn't pass quality control because of "a couple minute scratches near the dial", but she was going to look into it more and get back to me. I told her that can't be since I literally had the watch on for maybe 5 minutes before repacking to return it! I received the watch at 4:00 Wednesday, and it was at *** ** for return at 11 am Thursday morning! I received a follow up from her by email on Friday, 2/2, stating that due to "deep abrasions" and "quite a large scratch" along the left-hand side of the case, I would not be refunded, but as a courtesy, Cartier would "try" to polish out the "superficial marks", but the deep abrasions could not be fully removed. Her story changed from "minute scratches" near "the dial" (the RIGHT side of the case has the dial, not the left). I did not have the watch even a full 24 hours, yet I damaged it in this way?? Bear in mind, this is a stainless steel watch case, and by nature, stainless steel is known for its durability and resistance to scratches. They emailed pictures of a watch with deep scratches, claiming it is the one I returned. If I don't comply, they will send me the watch back with the scratches (that they made). I deserve a refund and Cartier should be investigated for criminal fraud!
Business Response
Date: 02/06/2024
Please allow this correspondence to serve as the initial response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *****************************, ID# ********.
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Customer Answer
Date: 02/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I reject Cartier's response. They have never reached out to me by email or phone to resolve the matter of complaint #********. I am asking for a refund of $3,518.63, the amount I paid for the watch, which I returned in pristine condition. I am including attachments of the letter I wrote to dispute this with *********** tracking information that shows when I received the watch and when I brought it to *** ** to ship it back (timeline of how short a time I actually had the watch in my possession), receipts for the purchase, the email Cartier sent saying I wouldn't be getting my refund and their pictures of a damaged watch (not done by me). And lastly, a few sample complaints, very similar to mine, opened with the BBB by other Cartier customers.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Customer Answer
Date: 02/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Cartier stated in their February 6th response that they "continue to work with the customer to resolve this matter to customer's satisfaction". That is false- they have never reached out to me about resolving the matter and they care nothing about my satisfaction. I returned a watch in pristine condition. They can send 100 pictures of a damaged watch and it proves nothing- they are lying to avoid giving me a refund. This is a pattern of theirs and it's deceitful and fraudulent. They have a 30 day return policy, for any reason, as long as the item is returned in the condition in which it was received. I did return a pristine watch. I'm sure returns and refunds hurt their bottom line - but that is their policy! This is apparently the way they try to avoid refunding customer's money. It is immoral and illegal. I also opened a dispute with *********** and they told me that Cartier claimed they never received my return at all. (??) (I have sent you all the tracking information that states they did receive the watch that I returned, sent back the very next morning after I received it). I will continue to fight this company to get my refund- I did nothing to the watch and I want my $3,518.63 refund. I do not accept their response. Once again, they can claim all they want that the picture they sent is the watch I returned, but they are 100 percent lying. I caused no damage to that watch in the few minutes that I tried it on and then immediately repackaged it for return. Thank you for helping. *****************************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business Response
Date: 03/07/2024
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Initial Complaint
Date:01/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Lovebracelet in ******** **** Cartier store on March 7th,2023. Then I went to ***** on April. This is a gift for my Mom. When we were in *****, she started to wear it, she only wore a couple of days, and her wrist had rashes, and allergic very bad. She went to see the doctor, the doctor asked her stopped wearing it. And we went to the Cartier store in *****, the sales said when they sell it, they will ask customers whether they allergic to metal, if they allergic to metal, they will suggest them not to buy it. However, when I bought the bracelet in ******, the seller didnt ask me. Because I wont be back until September, so I sent email the the sales, tell her all the situation, but never received reply. I returned to US on September, then we went to the ******** **** Cartier store, they only said help to fix it, after fixed the bracelet, we went to the store again, we asked them whether they can promise it wont happen again, they said they cannot promise it. If my Mom allergic to it very bad and they cannot promise it wont happen again when she wear it, how can she wear it? We request to exchange, not return, they said they will reply us a couple of days. Then we wait for about 3 months, nobody replied. I sent email again, they said they cannot do anything. We are so angry about it. The bracelet has size, expect my Mom, nobody can wear it. We request to change a different one.
Business Response
Date: 01/16/2024
Please allow this correspondence to serve as the initial response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *******************, ID# ********.
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Customer Answer
Date: 02/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Nobody contact with me and resolve my problem.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************

Customer Answer
Date: 03/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The company replied to me, said they will contact me as soon as possible, but it has been almost a month, nobody contact me. I dont know who can deal with my problem. I really disappointed, especially the ******************** Cartier store. My bracelet is there, already half year, they never contact me.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************

Business Response
Date: 04/02/2024
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *******************, ID# ********. We regret to learn that client has not been contacted yet. We are once again escalading client's feedback to the appropriate party. Client should expect direct contact as soon as possible.
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Cartier chain necklace (at $690 excluding tax) on Oct 9th 2023 as a gift for my husband whose birthday was on Dec 3rd. The product detail page did not state the length of the necklace but I assumed that it should be ok based off the pic that a man model wearing the necklace (which looked much longer than the actual product actually). On my husbands birthday, he tried it on and found it too short and thin. On Dec 6th, I called the Cartier customer service for a return, and was told that it was out of the return window of 30 days. I asked if they could make an exception for me, the representative checked with her manager and said that they could make an exception so I got the return code and printed return label. I shipped back the item immediately. On Dec 18th, I received an email (from *****, customer representative) stating that the item was not eligible for return because it was out of the 30 days window. I replied immediately saying that I got an exception already. Then no response from Cartier for 5 days. On Dec 23rd, I called the customer service and inquired this case. The customer representative on the call was very rude, and she just repeated the policy of ********************************************** When I was asking for a solution, she said that her managers were all out of the office for the holiday season and I should heard back from them on Dec 27th. On Dec 26th, I received an email from the system telling me that my return was refused. In the email, it provided conflicting information- the first paragraph pasted their return policy that the item needs to be unused, while in the 2nd paragraph, it stated do not like it as a reason is not eligible for a return. I replied immediately saying that it was only tried for a min and asked some other question, then no reply from Cartier for 3 days. On Dec 29th, I got an email saying that they had shipped my item back to me! I need my money back! This merchant should be banned before improvement
Business Response
Date: 01/17/2024
This return was not accepted by our CRC as it did not meet our Conditions of Sale. All items must be returned within ********************************* pristine and unworn condition. As our quality control team advised, this was not eligible for return due to the condition it was returned in. We have returned the piece to the client and they are now in possession of this creation.
Customer Answer
Date: 01/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

1) the item was unworn, and it was only tried on for one min. When customer requested prove of the used condition, Cartier ignored the request and just sent the item back to customer.
2) customer (me) contacted ********************** customer service and got an exception for the return window of 30 days already. Customer shipped the items back after getting Cartiers return code.

The above two reasons are for responding to Cartiers not qualifing for return for their two reasons. The merchant broke the customer contract and forced to ship the item to customer and changed money.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************

Business Response
Date: 01/29/2024
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am pretty upset. My boyfriend bought me a ring that was slightly too small. I put it on for literally 1 minute while sitting on the couch and determined it was too small - we packed it back up and sent it back, asking to exchange for a larger size. Now we are informed that there are "multiple abrasions" and it cannot be exchanged. For an item that cost roughly $2,000, this is terrible customer service.
Business Response
Date: 12/15/2023
Please allow this correspondence to serve as the initial response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *******************, ID# ********.
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Initial Complaint
Date:11/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2020 I purchased a love bracelet, that now (2023) fits me too big. On 4/1/23 I contacted Cartier ****** Relations to ask what my options were to have my bracelet resize? I was told by ******** that the bracelet cannot be resize but sent to reproduction service, where the piece is melted down and remade into the preferred size, the charge could be 20% or less of the original price. Because I wasnt comfortable sending it through ****** risking to get lost, I waited until I was able to go into a boutique (closest boutique to me its 3 hrs away). On 8/2/23 I went into the boutique in ************* **. I spoke with *** and told him I wanted to send my bracelet for a quote to get it reproduced. *** stated Cartier didnt provide that service and walk away from me ignoring me. While still at the boutique I called ****** Relations to confirm Cartier does provide that service. The representative in ****** Services asked to me speak with *** and after a few minutes, we hang up the call and *** stated he would be able to send my bracelet which could take up to 8 months. I agree to send it for a quote. *** gave me a paper to signed that stated I was leaving my bracelet for a quote, in the letter it had an amount of 4k as en estimate for the reproduction. *** advised me that was an estimate, but that someone will call me to tell me the final price. At that point I can make a decision to have it reproduce or not. *** also said that if I wasnt able to come to the boutique to pick up the bracelet they would be able to send it to my house. On 11/11/23 I email Cartier at ************************************* to inquire about the status of the quote, since i had not receive an email, or a call since 8/2/23 to inform me the final price for the reproduction. On 11/12/23 I received an email stating that reproduction was completed. A few hours after that email I received a text message from *** saying the repair was completed. I was very confused since I didnt give a verbal authorization for the repair I didnt receive any communication from them to proceed with it. I asked *** how come it was completed if I never got a call or email from them? as *** said that I would get before doing any changes to the bracelet. *** replied that it was a lot cheaper than expected the balance was only $2050.00 and that they rushed it for me. Again I asked how come it was reproduced without talking to me about the final price? he replied saying the bracelet was like brand new and ready for me to pick up. I explained to him that I wanted to get an estimate from Cartier prior to any repairs because if I sell it through a third party I would only lose $600 rather than paying $2050 and losing more through Cartier. After so many back and forth texts (I have screenshots about our conversation) to which he wasnt able to answer my questions, *** just kept repeating that price was a lot cheaper than expected, the bracelet its like brand new and it was ready to get pickup. *** asked me what I would like for him to do? I said I wanted my bracelet with no alterations because its cheaper for me to sell it through a third party and only lose $600.00. *** said he would escalate the issue and get back to me. On 11/16/23 I reached out to *** since I had not received any update. He again said he will get back to me. On 11/20/23 again reach out to *** since I have not heard anything from him in 5 days. And I emailed Cartier explaining the situation and asking for advice and to escalate the issue. I received no response from *** or email back from Cartier. On 11/24/23 I called ****** Relations and explained my situation to which the representative said Cartier takes my feedback very serious, that she will escalate the issue and have a resolution in 48 hrs. I also reached out to *** and got no response. Today 11/29/23 I have not receive any email, call or texts from Cartier, ****** Relations or *** informing me of the status of my issue or a resolution. I need to file a complaint on this company and get someone to help me recover my 18k yellow gold love bracelet.
Business Response
Date: 12/11/2023
Please allow this correspondence to serve as the initial response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *******************************, ID# ********.
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Customer Answer
Date: 12/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Good morning,

My issue has not been resolved with Cartier. I emailed them a couple days ago and they havent yet reply. I dont want to closed this issue until I get a resolution.

Thank you,
***

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Customer Answer
Date: 01/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

their response is not a resolution, they're saying they are sending it for review. ]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business Response
Date: 02/06/2024
Cartier continues to work with the customer to resolve this matter to the customer's satisfaction. ********************** will be providing an update shortly to advise once this case is considered officially closed.
Initial Complaint
Date:11/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 27th, I purchased a Love Bracelet for a total of $7,983.94, inclusive of tax. I received the bracelet on October 2nd and gave it to my wife as a gift on our anniversary, October 4th. Upon placing the bracelet on her wrist it was questionable whether it was just a bit too small. She kept the bracelet on for about 20 -30 minutes before determining that it seemed a little too tight. At that point we removed the bracelet and put it back in its box. I contacted Cartier on the 5th I believe to process an exchange (there is a 30 day exchange policy) for one size larger. I shipped the bracelet back on the 5th and received confirmation on the 10th that they had received it. On October 23rd I received an email asking for a time to speak with a representative. On the 24th I called and spoke with someone that asked me a series of questions about the bracelet, when I received it, sent it back, etc. I was told I would hear back from someone within 2 days. I did not hear from anyone until October 30th at which point I was told the exchange would not be honored because the bracelet had signs of wear and was not in pristine condition. I was sent photos of A bracelet that had what appeared to be scratches in at least some of the photos. There is no way the level of wear shown occurred in the 20 minutes the bracelet was on my wife's wrist. Upon doing some searching, I've found that this is a common problem with Cartier. They bury details about the return policy and only proactively tell you that you have 30 days. The bracelet is in 2 pieces AND has a screwdriver that is needed to open and close it. It would be virtually impossible to put it on and take it off without SOME kind of imperfection being created. Had I understood their expectations I would have never even made the purchase online. Now I've tried to escalate with them as of November 1st and have no further information. I'm asking to have the exchange honored.
Business Response
Date: 11/08/2023
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by ***************************, ID# ********. Client's return request had been rejected for signs of wear on the creation. Due to our conditions of sale, we are only able to accept pieces back for returns and exchanges if they are in pristine and unworn condition. An accommodation request took place and regrettably was denied, due to extensive abrasions. Client's Feedback had been escalated internally and will be addressed directly with the client within ***** hours.
Initial Complaint
Date:11/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I presented to Cartier Jewerly store located in ************* in September after being a costumer for many years. My wife bought my weeding band over 10 years ago in Cartier and it was not fitting anymore. I went in to buy a new wedding band and was advised a replication of my ring could be done instead taking only 3 weeks and paying just the difference. I was very happy to hear this and completed all the necessary steps with the associate that was assigned to help me. As per associate the estimate of how much it would be and how long will he sent to my personal email within a week. After a week of not hearing from the store by email or phone I returned to the store, the rep that helped me was away on vacation but a different associated helped and was able to locate the estimate, she confirmed the amount due was ok with me and confirmed it will take 3 weeks. After waiting three weeks and again no one reaching out to me by email or phone I called the store, no answer after several calls, I called the costumer service phone number and they advised me it was taking longer than expected but she be completed at the end of October. I called to follow up a week after and was then told that it was taking three months to complete, I expressed my concern of going from 3 weeks to three months and the costumer service rep and he stated he would advise store for them to call me with an update. I never received a call, after another week of waiting I called again and was now told it would be ready by the end of January beginning Feb, after once again expression my concern of the lack of communication and time frame they stated the store would contact me. Store manager called me and stated and after explaining my situation several times and repating is my wedding band for over 10 years she said could do an exchange instead of waiting for a replica but she needed to wait for ring to be sent back to store from *****. After a week she called me today staring she cannot complete this
Business Response
Date: 11/08/2023
Please allow this correspondence to serve as a follow up response of Richemont North America, Inc. d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by ***********************, ID# ********. This feedback is currently being worked on *************** that client visited and registered their creation for servicing with. ********'s leadership is aware of this feedback and is currently working on a resolution.

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Cartier is NOT a BBB Accredited Business.