Complaints

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

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• 

  Cartier

  653 Fifth Avenue New York, NY 10022

• 

  Cartier

  2100 Northern Blvd Manhasset, NY 11030-3541

• 

  Cartier

  1450 Ala Moana Blvd Ste 2203 Honolulu, HI 96814

• 

  Cartier Jewellers

  456 Howe St Vancouver, BC V6C 2X1

• 

  Cartier

  5471 Wisconsin Ave Chevy Chase, MD 20815-3546

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:04/04/2023

  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 the love bracelet (cuff) online from Cartier on 3/14/2023 for $4,950. The bracelet was delivered and I signed for it at 1:43pm on 3/15/2023. When I opened the package the red security tag was not attached to the bracelet. I tried the bracelet on, and it was too large. I called Cartier right away and asked for an exchange of the bracelet. I have email confirmation of that exchange being processed at 2:28pm on 3/15/2023. I placed the bracelet back in the original packaging to be returned. There was no return/exchange form in my original box to fill out for the exchange, but the Cartier representative informed me that they had been having issues with their packing/shipping team not including the return/exchange forms, and to not worry about it. At 10:07am on 3/16/2023 my package was shipped back to Cartier. My package arrived back at Cartier and was signed for at 8:55am on 3/20/2023. At 7:13am on 3/21/2023 (22 hours after my package was signed for) I received a confirmation email stating that my bracelet had been received and would now go to the ** team for review. After not hearing back, I called on 3/27/2023 to inquire about the status of my exchange and was shocked to be informed by the representative that my returned bracelet did not pass their ** inspection. After telling the Cartier representative my timeline (outlined above) and how little time this bracelet was in my possession and therefore there was no way I had done the damage they were stating she agreed to escalate my bracelet to upper management for a second review. The representative stated I would hear back within ***** hours. After not hearing from them, I called Cartier again on 3/29/2023 to follow-up and was told that my bracelet was still with upper management being reviewed and they would call me when they had reached a resolution, again within ***** hours. It is now 4/3/2023 and I have still not heard back from Cartier.

  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: 04/10/2023

  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:

  This is not a response to my complaint; this is an acknowledgement of my complaint. A response to my complaint requires an action from the business. I am asking for an exchange of the bracelet I purchased to a smaller size, or at this point a refund of my money, since this business has now had the bracelet and my money for almost a month with no action. 

   

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 04/21/2023

  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.

  Customer Answer

  Date: 04/24/2023

  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:03/16/2023

  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.

  I purchased a $16000 Cartier Love bracelet with 10 diamonds for my wife for Christmas 2022 from Cartier Online. The bracelet arrived and placed the bracelet on my wifes wrist and we immediately noticed it was too large. We immediately removed the bracelet and sent it back to Cartier. Cartier received the bracelet and said it was not pristine and accused us of damaging the bracelet and refused to accept it for an exchange. We did not damage the bracelet. I received the bracelet back from Cartier and it appeared undamaged to the naked eye. Upon magnification, there may have been some superficial scratches, but we did not damage the bracelet. My wife barely had it on her wrist for less than 1 minute. After reviewing online sites, it seems this is a very common and widespread practice for Cartier. They refuse to accept jewelry ordered online for exchange or refunds and they blame their customers for the damage. This practice is unacceptable and unethical and there should be a class action lawsuit started against Cartier.

  Business Response

  Date: 03/22/2023

  Please allow this correspondence to serve as a follow up response of ********* ***** ******** **** d/b/a Cartier in the connection with the Better Business Bureau (BBB) complaint filed by *****************************, ID# ********. One of Cartier's supervisors addressed clients feedback over the phone. Client was advised that we are not able to accept the piece back, due to the condition it arrived back at our facility. Client claimed that they will be involving their legal representation, with which Cartier would cooperate fully.

• Initial Complaint

  Date:02/28/2023

  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 February 20th, I treated myself to an early birthday present and bought a nearly $5,000 white gold and diamond juste un clou ring at the Cartier store at ****************** in *************. The sales experience was wonderful, the sales assistant was great and I walked out of the store feeling like a million dollars.About a week later, in *****, I decided to wear my new ring to dinner and found that it fit really tight. So I decided to exchange it for a larger size when I returned to ***.When I tried to exchange it at ****** Yards, they did not have the size that I needed so I went to the *** ****** location. This is where all the problems began.The sales assistant that met me haughtily pulled out a magnifying glass and said there was a scratch on the back of the ring and then he arrogantly declined to help me any further. I insisted on speaking with a manager and although he was not as arrogant, also said that the back of the ring had a scratch and as a result, he could not exchange it.So, after only 2 weeks, I was told that I couldn't exchange a nearly $5k ring and the store gave no options like investigating ways to resize the ring. The original sales assistant at the *** ****** store was rude and I felt disrespected in front of all of the other customers. I need to exchange this ring so that I'm not stuck with an expensive piece of gold that I can never wear.

  Business Response

  Date: 03/03/2023

  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 kindly note your feedback has been forwarded to the appropriate department to be addressed. Client feedback is something we take very seriously, and we are sorry to hear of your experience with our Mansion Boutique. Please be assured your concern is a priority for us and you will be contacted by someone shortly. 

  Customer Answer

  Date: 03/08/2023

  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:

  This was not just feedback. It was a request for Cartier to directly address the exchange of the ring and also provide more customer service training for their team in the *** ****** store so that other customers are not exposed to similar treatment. 

   

   

   

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

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 03/25/2023

  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# ********.  Please kindly note, as this matter is with our Boutique network, it is necessary for us to ensure it is addressed by upper management within the Boutique network. I am more than happy to share your feedback again and advise of your desired resolution. We offer our sincerest apologies for any impacts to your client experience. Client feedback is something we take very seriously. Please be assured your concern is a priority for us and you will be contacted by someone shortly. 

• Initial Complaint

  Date:02/13/2023

  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.

  Purchased the love diamond band online from Cartier for my wife for Christmas 2022 for a total of $4081.00. Unfortunately, when she tried it on, it did not fit. We immediately placed the ring back in its original packaging, completed the form we received after calling Cartier to exchange the ring for a larger size.After 4 weeks with no communication from Cartier in ******, **, I followed-up with several phone calls during the 4 weeks to inquire about the exchange since the representative indicated they had a ring at the warehouse in my wife's size available to ship. I continued to call and follow-up and after weeks of delay, I finally received a phone call on 2/10/2023 from QC to inform me that they are declining an exchange due to deep scratches. The photo images QC emailed of the love ring were shocking, to say the least. The ring looked as though it had been rubbed with sandpaper. The red Cartier tag and string although still attached because the ring was never worn, was completely frayed as if it too was caught up in the sandpaper. Cartier is purposely tampering with our returned love ring so as to decline a return/exchange and literally running a scam of epic proportion! Their Client Representatives sound like robots and continue to repeat and repeat the same corporate rhetoric. The love ring exchange is declined and Cartier indicates they will now ship back the ring after it has been damaged by their very own QC department. Note: the photos that were sent by Cartier show an employee holding the ring wearing black rubber gloves. In all of my experiences with Cartier, they ONLY handle Cartier jewelry wearing soft fabric gloves! RED FLAG! They also indicate that they will charge 60% of original retail price if we wish to resize the ring which entails shipping it to *****, Lead-time 32 weeks! Cartier has officially lost a loyal client for life. Their Behavior is despicable!

  Customer Answer

  Date: 02/17/2023

  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:02/09/2023

  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.

  ****** said ring was returned damaged and could not issue a refund which is impossible. we received the love ring 1/5, tried it on and it was to small but weird thing about this ring was it didnt have the red security string attached to it like it was brand new like pervious ones we had. it was almost like they had sent us a ring that had already been returned and blaming us for the damage. when i called on 1/5 within 5 minutes of opening and trying on the ring to start the refund process, i told the rep there was no security string and he said that should not be a problem. then i called back multiple times through the month of *** and they couldnt give me any update. when i called back today 2/8 that is when they told me they can not issue a refund because of scratching. i have all the documentation for the timeline of events from receiving it and sending it back to all the calls i have made. this is an utter disgrace!

  Business Response

  Date: 02/10/2023

  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# ********.

   

  After re-consideration, our internal departments have decided to provide the client with a one-time accommodation for return. Once processed, the refund will be issued to the original form of payment within 3-5 business days dependent on the banking institution. 

• Initial Complaint

  Date:02/08/2023

  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 purchased 3 Cartier love rings on or around December 23, 2022. I wasnt sure what size to purchase for my wife and it was some last minute Christmas shopping, so I bought 3 different sizes. They were each $7,992.They all came in and she tried them all on. We found the one that fit best and returned the other two. Cartier confirmed receipt of the products on Jan 11 2023. O have been awaiting my refund of $7992 x 2 = $15,984 for almost a month . I decided to call them since I havent heard anything. The Cartier representative stated that the returned items did not pass their quality control process and a refund cannot be issued. She insisted on slight abrasions found on the products. It would have been impossible for us to damage the products as they were out of the box for one minute to try on and we were incredibly careful. The slight damage was either already present when shipped to us, or occurred once received back by Cartier.

  Business Response

  Date: 02/10/2023

  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# ********.
  
  

  After reviewing the Conditions of Sale listed on Cartier.com as well as when returning an order, we followed up with the client and advised we were able to accommodate the return for the creations. The refund has been released to the client for this order.

  
  

• Initial Complaint

  Date:02/07/2023

  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 December 22, 2022 I initiated a return for Order Number *********. I promptly shipped back the ring unused and with the label that was provided to me by Cartier ****** tracking #************). After 14 days, I asked about the status of my refund and they used the excuse of there being a holiday delay. I waited more and then they said they would try to see where the return / refund is and advised this would take about a week. After a week, Cartier got back to me and said they didnt receive the return and will not refund me. I am in shock because per the ***** tracking it was delivered back to them on 12/30/2022 and signed by someone named *********. On my end it seems it delivered to them and they lost it and refuse to take accountability. They should at least follow up with ***** and try to figure out what happened as I did everything correctly on my end. Cartier and/or ***** messed up somewhere in the returns process and now I am the one losing out with no ring and no refund. After reading other BBB reviews here it seems Cartier makes all returns a nightmare and this should definitely be looked into by a 3rd party because it is not normal for a store to have so many issues with returns. I sent back my item in unused condition and I want a refund and for Cartier and/or ***** to take some accountability in this.

  Business Response

  Date: 02/10/2023

  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# ********.

   

  After our internal investigation, we have confirmation that this was not received at our warehouse for return and have recommended that the client partner with their banking institution for next steps.

• Initial Complaint

  Date:01/30/2023

  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.

  On December 12,2022 I ordered a Love bracelet for $7400 from Cartier for my husbands birthday. I had the bracelet gift wrapped from Cartier and therefore it was not opened until I gave it to him on the evening of January 1, 2023. Upon opening we found the bracelet was too small and therefore was never worn. We called on January 2,2023 to start the exchange process. The bracelet was shipped by ***** on January 3, 2023 and received by Cartier January 9, 2023. We were told it would be a 14 day process. Taking beyond that time we reached out to Cartier and they said it should be finished that day and a new one sent the following day. The following day we still heard nothing so called back and were originally told it wasnt completed but once we asked to speak to a manager we were told it was just completed and the exchange was denied due to damage. Originally they stated the damage was due to tightening the s**** too tight and we had scratched the bracelet all up, then the next day were told the damage was from trying to open it too wide. Neither of these things were done by us because the bracelet was never even worn. We were told our only option was to take back the damaged bracelet with no refund or have it remade for another $2220 on top of the $7400 we already paid for the bracelet for a total of $9620 for one Love bracelet. We were also told the reproduction time is 20 weeks. There was no way that we damaged this bracelet and all we are asking for is a different size. For the only option to be pay more money or get a damaged bracelet back is ridiculous. This is a luxury brand and the customer service is awful. They have a very condescending tone with you when you speak to them and basically put your back against the wall to get more money. We have done research and found this had happened to people over and over again with Cartier. Making you wonder if they are damaging the returns to get more money

  Business Response

  Date: 02/06/2023

  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 has advised that they have an active dispute with their financial institution, which Cartier will cooperate with fully. The creation has been sent back to the client. 

• Initial Complaint

  Date:01/27/2023

  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 purchased a gold Love Bracelet for my wife for our 40th anniversary. We received it and it was immediately clear it was too small. My wife tried in on to be sure and confirmed that it was too small. The bracelet was a size 20cm. The largest size the bracelet is offered in is a 21cm. We realized that one extra cm would not make a difference, placed the bracelet back in its original shipping box, repacked the bracelet and all the paperwork that came with it and returned the bracelet to Cartier via ****** Cartier acknowledged receipt of the return on December 9, 2022. After more than a week with no word from Cartier I went to Cartier's chat site and opened a chat. The agent on the chat apologized for the delay, stated that the delay was due to an "error" on their end and promised to expedite a refund (We have a transcript of that chat). About a week later I received a voice-mail from Cartier that was apparently intended to be sent to another agent ("Hi ***** this is *******") which informed ***** that the "lost" bracelet that had been delivered to Cartier's return team, did not pass the "strict quality check" and that because it was not returned in "pristine condition" Cartier was denying the request for a return or a refund. I immediately contacted Cartier, informed the agent about the voice-mail, brought up the fact that the agent I had spoken to earlier had informed me that the delay in processing the refund was due to Cartier's "error" (I have a transcript of that chat). This agent denied that the voice-mail had mentioned anything about the bracelet being "lost" within their system. I informed the agent that I had saved the voice-mail and had a printed transcript of the voice-mail and the transcript clearly showed that Cartier was characterizing the bracelet as "lost". By the way, unlike most companies with chat, Cartier's chat has no way, within the chat for the customer to create a transcript of the chat. The agent I spoke to explained that Cartier archived chats for its own purposes but did not offer the customer the ability to save a transcript of the chat. How convenient for Cartier. I on the other was able to copy from my computer screen and paste the chat into a Word document before I signed off on the chat.I brought "*******" up to speed, confirmed that the bracelet had been tried on once and had otherwise never been worn and that the reason for Cartier's claim that the bracelet was no longer in "pristine' condition was due to its being "lost" by Cartier within their own system. ******* said she would look into it and get back to me the next day.Two days later I received a call from ******* who restated Cartier's position that because the bracelet was not in "Pristine" condition that they were denying our request for a refund. She then stated that one option was that they could polish the bracelet to bring it back to "pristine" condition and return it to us. Still no refund and the polishing process would cost 40% of the purchase price which in this case was over $6,999.00.******* was advised that that option and others that she had suggested was unacceptable and she was invited to go back to whoever she needed to get back to and get us our refund.Have not heard back from Cartier yet.Nowhere in Cartier's refund policy is there any mention of the word "pristine". This whole episode is not unlike how insurance companies deal with claims that are repeatedly denied until the customer persists and persists. Seems to me this episode and the others I have read here concerning Cartier's so-called "refund" policy are ripe for a class action suit.

  Business Response

  Date: 01/29/2023

  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 kindly invite the client to please contact us at ************ and we can further discuss what transpired and attempt to make this a positive experience for our client. When the client calls Cartier Client Relations, please kindly request to speak with ******** and she will be delighted to further assist you. 

  Customer Answer

  Date: 01/31/2023

  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 was contacted by a Cartier agent, *******, several ago  days on January 25, 2023.  ******* called to inform me that Cartier had considered my request for Cartier to reconsider its decision to deny providing me for a refund, provided the same reason as before, i.e., that the item was not in "pristine condition" and advised that the item would be returned to me.  ******* reiterated the option of allowing Cartier to polish the item to bring it back to "pristine condition" before Cartier returned the item to me and advised further that the cost of polishing the item would be 40% of the item's cost ($6,999.00) or $2,800.00.  There was no mention of this BBB complaint during this conversation. I advised ******* at the time that these options (return and/or charge me $2.800 to polish before the reurn) were unacceptable given that the item was never worn and there was no reference in the return policy to the requirement that returns were required to be in "pristine" condition.  I requested that Cartier reconsider its decision to deny providing us with a refund.  I di not hear anything back from Cartier after that and 5-dayds later the item was delivered to me via Fedex.  Ironically, the item was not returned to me in "pristine" condition as the small screwdriver that is included with the item that is required to open the item to wear it was missing from the return as was the certificate of authentication which was needed to confirm that the item was i a genuine Cartier item.  I contacted Cartier, advised them that the return was incomplete and was advised that Cartier's error, the 2nd error by Cartier so far (recall Cartier lost the item for a time after it was returned to them), would be remedied.  Again, there was no reference to a BBB complaint or any indication that we should contact anyone to address the BBB complaint.  

  It remains our desire to return the item for a complete refund.  Our inspection of the item itself that was returned to us finds no indication that the item is in anything other than "pristine" condition. We will be contacting Cartier's agent identified in its response but do not believe that will change anything.  If it does we will contact BBB with an update.

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 02/18/2023

  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# ********. ********************** sincerely apologizes for any impacts to their client experience. We would like to extend an accommodation for a return or exchange of the client's creation. We kindly invite them to please call ************ and ask to speak with ********, who will be delighted to further assist. ******** is a supervisor with Cartier Client Relations.

• Initial Complaint

  Date:01/18/2023

  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 ordered the Cartier Love bracelet on December 18th and I was supposed to receive it by the 20th as I needed it for Christmas. I finally received the bracelet on December 24th, did not wear it, nor did I even try it on as I had purchased another one from elsewhere because I was not sure that it would arrive on time. I did nothing to the bracelet!! I returned it via ***** on December 27th for a refund. I would have returned it the next day; however, it was December 25th and 26th and they were holidays. As Cartier has a 30 day return policy, this should not have been a problem. On January 13th, the bracelet was shipped back to me because, as I was told, it did not pass quality control inspection. I stated that I did nothing to the bracelet and explained my situation to them. However, I was told there was nothing more that they could do. Furthermore, if the bracelet did not pass inspection on their end then it had to have been damaged when they originally sent it to me because I certainly did not damage it.This is insane!!! With a luxury brand such as Cartier, I am simply appalled!!*************************

  Business Response

  Date: 01/20/2023

  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# ********. ********************** remains in contact with client. Our team was advised by the client that they are proceeding with their financial institution for further steps, as we were not able to accept the creation back due to our conditions of sales. 

  Customer Answer

  Date: 01/23/2023

  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 is claiming that I caused extensive damaged to a bracelet which I did not even wear.  It is my claim that the bracelet had the damage when it was sent to me because I certainly did not damaged the bracelet.

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 02/10/2023

  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# ********.

   

  The creation from this order has been returned to the client, on January 13th, 2023 via ****** After reviewing the Conditions of Sale with the client, we were not able to accept this creation back for return or exchange because it was not in a pristine and unworn state. The client is now in possession of the piece.