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:10/10/2023
Type:Delivery 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.
Hi, I placed an order with Cartier for $22,000 with various items since the closest store is in *** and I am in CT. I sent everything back the next day after I received an order as nothing fit and I did not like the styles. It is bin 3 weeks already and I still did not get my refund. The return policy says *** of *********************************************************************** 48 hours and none does. I called several times and no resolution. I have a very serious health issues that make my conditions worse bc of the stress level caused by those scammers. Please let me know what info I can provide and how it can be resolved in the fastest way. I am totally ignored by them.
Business Response
Date: 10/16/2023
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: 10/18/2023
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
I spoke to them several times and the last time a week ago and still did not received my refund back. I really do not understand what the hold is.
I would like to make my complain public and ready to talk to the media.

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

Sincerely,

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

Business Response
Date: 11/10/2023
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# ********. We have double checked and confirmed with our internal department that the full refund has been issued to the client on October 16th, 2023. There is currently no pending refund on Cartier's side.
Initial Complaint
Date:09/15/2023
Type:Product 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.
I purchased a Cartier keychain online from Cartier.com on 8/21/23 (attached). I selected the Cartier ********************************************** location from the BBB drop down menu because it appears to be the closest one geographically. It is order number *********. My credit card was charged $372.23 (attached). I returned it by ********** was received by Cartier on 9/1/23 (attached). I called Cartier to check on the status of the ********** think they said it takes about 10 days to process. Shortly after I got a phone call from ***************************** wanted to ask me questions. I explained that it was an anniversary gift for my wife. My wife opened the Cartier box & looked at the keychain for less than 1 minute. She was upset that I gave her a keychain for our 20th anniversary. It went back in the gift *********** said she wasn't interested. We instead purchased a ring from a jewelry store. I shipped the Cartier item in their box with their provided label. On 9/14 I called to ask about my refund they said that after the returns **** looked at it they said it looked like it had been used & had scratches on it. I said there was no way because in our possession it was out of the gift pouch literally 1 minute **** I told them to email me photos. They sent me pictures of a keychain that had surface scratches on the keyring. I don't know what kind of scam Cartier is trying to pull here but there is 0% chance we did that. That either occurred when they sent it to us and we never noticed it because it was so light or when they got it back by their handlers. I wonder if they scratched it up themselves & blamed us for it!! They said they are sending it back to us because of this. I asked to speak to a manager but have heard nothing back. I have purchased multiple watches from this company & am appalled at the way they treat their good paying customers. After reading the many complaints about them I am shocked that they conduct business this way. We would take a lie detector test if we had to.
Business Response
Date: 09/18/2023
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# ********. ********************** is sorry to hear about any impacts to your purchase experience and we take all client feedback very seriously. We can confirm you were contacted by a member of management. It appears we were able to accommodate your request for return and the matter has been resolved. Cartier considers this matter closed.
Initial Complaint
Date:08/30/2023
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 ordered cartier panther watch from 5th avenue store in March 2023. The watch was too large for my wrist and upon confirmation from the sales person, ********************* (that he can order the half link for the watch after purchase), I decided to place the order. I did not think that should be an issue given (at least that is what I thought) that I was dealing with a known business.I followed up with ****** next month to check on the status of the half link and he said that he is in touch with the service center and the order has been expedited. I followed up after 3 months and he went completely missing. I've attached the email correspondence with ****** to this message. I've been trying to contact both the customer service and the store with no response. The watch is essentially useless to me without the half link since it is too big for my wrist. I need to either get the half link or return the watch.
Business Response
Date: 09/18/2023
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 feedback is something Cartier takes very seriously. We are sorry to hear about your experience regarding your timepiece. Please kindly note, this feedback will be shared with the appropriate department so the matter can be addressed promptly. Please anticipate follow up shortly regarding your feedback.
Initial Complaint
Date:08/04/2023
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.
Ive bought Cartier online on 03/17/23 with amount of $2863.41 once I received the item, didnt like it.. so I returned it back with original product using the label seller provided me,the tracking number are ************..then seller try to scam me using a package came from nowhere saying that I return that package with wrong item, the funny part is that the package which seller claim I shipped is NOT using the label seller gave me, so its not even the package I returned ,they provide fake evidence and looking to cheat me, they got my return and didnt refund me,BBB PLEASE bring the justice! ! FULL refund me
Business Response
Date: 08/22/2023
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:07/31/2023
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.
My husband and kids bought me a Cartier bracelet that was $2,142 for Mothers Day 2023. I opened the box and the jewelry was hanging out of the jewelry box. I tried on the bracelet and it was so large it fell off my wrist. I put it back in the jewelry box right away and snapped it closed and packaged it back exactly how it was shipped but made sure the jewelry box was again fully snapped closed. I shipped it back to Cartier with their provided shipping label on May 15, 2023. When Cartier received the package they contacted me and said the bracelet was not in the box! I contacted Cartier immediately and explained to them it was in there when I shipped it. I have gone to management and she stated to file a claim with my bank and that Cartier would not decline it and I would receive my money back. Well, my bank refused the claim because Cartier told them they did not receive it which is not true. Cartier also told my bank that the customer still has the item why in the world would I keep a bracelet that would not stay on my wrist? I have been so sick over this because I know that it was securely in the box when I shipped it. Seems to me that either ***** or Cartier returns department has a thief on their hands! I will not stop. This is criminal and why should I have to pay for something that I do not have and returned it to Cartier exactly as they told me to?DO NOT do business with this company!
Business Response
Date: 08/03/2023
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# ********. Please allow us to look into this matter further and do more research pertaining to your feedback. Please kindly note your matter is a priority and we will follow up as soon as possible with any pertinent information. Thank you
Initial Complaint
Date:06/20/2023
Type:Product 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.
We made a purchase on 6/08/2023 Brought it home found that it was not what we expected. We were told we had 30 days to return the product for full refund. We returned to the store in the **************** on 6/11/2023. At that time the store refused to take the product back, citing that it had scratches, the product was placed on my daughters wrist by the associate therefore the associate must have scratched it or it was that way when he put it on her. She only had it on for about an hour, the reasons the store is stating have no bearing, since the bracelet was not pre packaged or in a box it was in a tray with other bracelets, prior to him putting it on her he never inspected it himself or asked ** to do check it at the time of purchase. We were informed by their corporate office that the associate should have gone over the policy at the time of purchase, which he never did.
Business Response
Date: 06/20/2023
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# ********. We are sorry to hear of your experience with the Short Hills Boutique. Client satisfaction is a priority for Cartier and please be assured client feedback is something we take very seriously. So, we can ensure your feedback is addressed by the correct department, can you please advise the name, email, and phone number the purchase was made under, so we can locate it. Upon receipt of this information, we will ensure that your concerns are addressed promptly.
Customer Answer
Date: 06/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
please see the attached documents I have provided in this correspondence, That are being requested by the Business.

Business Response
Date: 11/04/2023
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 Ghazala Siddiqui, ID# 20201809. Client feedback is something we take very seriously. Please kindly note, the decision on if and how we can accommodate will come exclusively from originating Boutique of purchase Leadership team. We will share this feedback with the appropriate department, so they address your issues, promptly. Your matter is a priority for us, and we apologize for any impacts to your overall client experience.
Customer Answer
Date: 11/08/2023
This business has not made any contact with me regarding this matter outside of the correspondence they have reiterated in the messages with BBB which are also vague and repetitive.
Initial Complaint
Date:06/14/2023
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.
On sept 2020 I brought my Cartier watch to be clean after some months I got a phone call to come and pick up my Cartier While I was in the store I asked the person that helped me if I can get an appraisal for my watch she answered yes and that it will cost me 100 dollars which I paid months passed and I didnt get any letter with my watch value I emailed Cartier about it and the store manger called me and promised me that he or someone else will call me back. Many months passed and I emailed Cartier again this time a female store manager called me back and asked me to send a receipt and pictures of my watch she promised that by the following weekend I will get my letter. Weeks passed and I called again asking for her( store manager)She acted surprise that no one sent me a letter now we are in the year 2023 this time I called Cartier and spoke to a person that promised me she will forward my concern to the store and someone definitely will call We are about 2 months after that call and no one reached out to me The store the I went to located at Americana mall in manhasset ** I do not understand how a company that valued herself as a high end has such a bad customer service
Business Response
Date: 06/15/2023
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 **************** Cartier has sent an urgent request to the ********* boutique for further review. The leadership team from the ********* boutique will be contacting the client directly.
Initial Complaint
Date:05/26/2023
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 ordered a love ring and Cartier sent the wrong size ring to me. I called Cartier right away upon opening my package, and I was given a return authorization. Its now been a month, Cartier did not reach out once to me. I called to ask where my refund was, I get an email that *** returned the wrong ring and once I returned the correct ring I would receive my refund. I sent the ring that was exactly sent to me and explained I was the one who received wrong ring. So here they are withholding my refund, keeping the ring that was returned and sent to me and now asking me to return another ring. I should have read these reviews before hand because it seems as though Cartier is known for withholding customers refund and they dont take responsibility for their mistakes. They keep the items, and dont refund their customers. I dont know what to do, but I did exactly what the customer representative said. I received the wrong sized ring, and made a return. Do they not realize that credit cards have 30 day time period before interest is charged?
Business Response
Date: 06/05/2023
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# ********. We sincerely apologize for our client's purchasing experience.We are working with our internal departments to inquire about the status of the ring and share the clients feedback. Please be assured we are looking into the matter and looking into all options for a resolution. As soon as we have an update, the client will be contacted.
Customer Answer
Date: 06/15/2023
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:

I have waited over a month now, I have now been charged interest in this ring which is 22.6% of $2900 this is absolutely not okay, this company doesnt help their customers but looks for excuses at this time Im entitled to my refund

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

Sincerely,

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

Business Response
Date: 09/25/2023
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# ********. Cartier North America has performed their full due diligence and have determined as a final decision, no further action can be taken to further assist you. Additionally, we were advised a claim has been initiated by your credit card company/ financial institution. Upon receipt of any requests for information relating to any claims, please kindly note Cartier will cooperate fully.
Customer Answer
Date: 09/26/2023
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:

[Your Answer Here]
Cartier gets upset people file chargeback yet provide no help to customers for 5 months when theyve been refunded by courier. *** has accepted and approved claim but Cartier provides zero customer service support. No one should order from Cartier has theyll make mistakes and blame you look at all the reviews here and save yourself

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

Sincerely,

*************************
Initial Complaint
Date:05/03/2023
Type:Product Issues
Status:
UnansweredMore 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.
Ordered a cartier key ring online on 3/29/2023- item arrived broken. Returned item using Cartier's shipping label from the package. Called on 4/19/23 and was told the keyring was there and going through a 14 day quality check process????? for a broken keychain????? TERRIBLE CUSTOMER SERVICE. still have not been creditied and called today to be told the keychain hasn't arrived?! order: ********* retuned via ***** ************ UNBELIEVABLE and furthermore, legally UNACCEPTABLE
Customer Answer
Date: 05/29/2023
Better Business Bureau:

At this time, I have not been contacted by Cartier regarding complaint ID ********.

Sincerely,

***********************
Initial Complaint
Date:04/04/2023
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 purchased a Juste un Clou ring in store at the ******, ** Cartier location. This is not my first ring purchase as I also purchased a love ring a year ago and had no issues. I made the original purchase on 3/17/23 and upon returning home realized that the ring is one size too large. I immediately put the ring back in the case and took the ring back to the store 7 days later, after not wearing it. The sales person reviewed the ring, made no comment to me about any issues, then took the ring to the back of the store. After returning, she noted that the ring could not be exchanged due to "deep scratches". When I gave her the ring, there were absolutely no scratches of any kind as the ring was unworn. The customer service feels like a scam of sorts and no resolution of any kind was offered. The same day, I called Cartier customer service and spoke to a representative about the issue and was promised a return call from Management - this was 12 days ago with no response. I have also sent a follow-up email to which I have also received no response. This is deceitful business practice and I will never shop with Cartier again if this is not resolved. ************* should offer luxury service and this is abhorable.
Business Response
Date: 04/07/2023
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#********.
Customer Answer
Date: 04/17/2023
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:

There is no resolution; the response simply states that they have received the complaint. Waiting for resolution of any kind.

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

Sincerely,

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

Customer Answer
Date: 07/12/2023
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:

[It has now been 4 full months without any attempt at resolution by Cartier. Cartier is meant to symbolize value and class and that is the opposite of the service I've received. Not ONE Cartier team member has reached out to me a single time in the 4 months since my complaint. The customer service is atrocious and I will be sharing my experiences everywhere - review sites, with my Fortune 500 company, etc. This is beyond disappointing and Cartier has lost many customers due to this issue as I have been very open regarding my experience.]

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

Sincerely,

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

Business Response
Date: 07/21/2023
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.

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Cartier is NOT a BBB Accredited Business.