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

  250 Post Street San Francisco, CA 94108

• 

  Cartier Inc

  600 Pine St # 145 Seattle, WA 98101-3702

• 

  Cartier

  20 Hudson Yards Apt 116 New York, NY 10001-2176

• 

  Cartier

  3333 Bristol St Costa Mesa, CA 92626

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:01/17/2023

  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.

  Husband bought me the Cartier love band ring for Christmas the package was delivered on the 23rd - the package wasnt open till Christmas Day - the ring was worn for 1.5 hours I made sure NO activities were involved and I was extra careful with the ring I decided I wanted to exchange for a different ring and put it back inside the box and shipped it out the next morning. 14 days later I receive a call that QC denied my exchange due to scratches I requested photos and could not believe what I was seeing the ring was trashed scratched everywhere almost looked like it was dragged on sand paper. And Cartier is telling me I made those scratches? Are you kidding me!!!! After reading multiple reviews many customers have dealt with the same problem. Absolutely disgusting! Now Cartier has my money and a ring with scratches that was damaged by them!!! This company has a scam going on and I advice everyone to stay away. I will fight until I get my full refund this is absolutely NOT okay. They need to be held accountable for their actions and have a investigation done with their quality control because law suits can be held.

  Business Response

  Date: 01/17/2023

  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# ********.

• Initial Complaint

  Date:01/12/2023

  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.

  On December 18, 2022 I placed an order for a product listed on the official Cartier website (***********) that was described as ****** de Cartier Box with 8 Watches and Cufflinks. I submitted payment for the total amount of $4,611.00 and subsequently received an email acknowledgement with the same description. On December 23, 2022 I received another email confirming that my order had shipped with the same product description as mentioned. The order was delivered on December 27, 2022 and what was delivered was an empty wooden box with the product description changed to 8 WATCHES & CUFF BOX ****** DE CARTIER LACQUERED WOOD on the packaging receipt. Immediately, I reached out to Cartier via email and received a response 2 days later. After a couple back and forth emails, I received the below listed email where the representative changed the product description again to ****** de Cartier Box with 8 Watches and Cufflinks Box. I have already contacted my credit card company and they have reversed the charge and found the case in my favor. However, I would like to pursue for performance on the contract of sale. I believe this to be clear evidence of an attempt to defraud consumers. I have copies of all emails, website screen shots and backups, as well as the packing receipt included with the shipment. It is also worth noting that a few days after my order was placed, they removed the product description and images from their website and replaced the content. The webpage page still exists and is functioning properly but someone from their company deliberately inserted alternate text and images trying to mimic an error message. Please find the link to the product page below.********************************************************************************************************************************************************************

  Business Response

  Date: 01/14/2023

  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:01/09/2023

  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.

  I purchased a gold Cartier bracelet in a size 16 for myself and used my Christmas bonus. It arrived on Christmas Eve. I opened it and instantly realized that it didnt fit and was too small. I didnt even s**** it on to my wrist because it was too small. I called Cartier immediately and asked to please exchange it. I need a size 18. I packed the box up immediately and dropped it off at ***** Monday morning as soon as they opened. Sunday was Christmas or I would have done it then. I called Cartier to check on status to see if they could please expedite because I wanted to wear the bracelet the following Saturday to my husbands Air Force Pilot party and was told the bracelet was received, QC had approved (spoke with *****) and just pending the new size fulfillment. Two days later a Cartier representative called to tell me they wouldnt accept the bracelet and it was scratched. Exactly like the other complaints listed above. The bracelet was not scratched and was packaged and sent back immediately. I honestly feel sick over this - that I spent my holiday bonus on this and they are pulling this. I told the Cartier rep when I called in to exchange that I was scared to put the bracelet back together and she instructed that I needed to do it. I just want to exchange the bracelet for an 18. I do not want to feel frauded by Cartier. I have no clue who was handling the bracelet after I sent it back! There are no before photos showing it was in pristine condition. I found it odd that the screwdriver was in a separate pouch and not with the bracelet and mentioned that on my exchange call too. If you cant unscrew the bracelet to try on they should state that. Cartier has taken the joy out of this purchase.

  Business Response

  Date: 01/09/2023

  Please allow this correspondence to serve as the initial response of ********* ***** ******** **** 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:01/09/2023

  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.

  My boyfriend purchased a cartier love ring for me on 1/3/23. Item shipped and received on 1/4/23. Order #********* I tried on the ring and the decided I wanted to get a size bigger due to it being a little tight. The ring was placed immediately back into the box it came in. I went to Cartier store in ************* to exchange the ring with my boyfriend. The employee was wearing a glove on one hand with the remaining hand ungloved during inspection. The employee then walked to speak with someone in the back regarding the ring and brought the ring with them. When coming back he proceeded to inform me that this ring can not be accepted for exchange due to signs of wear. I informed him that the ring has only been tried on. He then stated that the gold is soft and the signs of wear ( scratches, scuffs, ect) can happen from trying it on. How can you not exchange this item for those reasons when you as an employee are handing the ring with a gloved and ungloved bare hand. I handled the ring with my bare hands at home to try it on for less time than this employee was handing the ring. He also informed me that there is basically no way the ring could have been sent in the condition. If the employee in front of me is handling the ring without a glove and telling me it cannot be excepted for signs of wear, how are they handling the ring in quality control before shipping It to customers? All around horrible customer service and me watching him handle the ring ungloved after stating how easy it is to scratch or scuff the ring pretty much negated the statement that the ring is sent in perfect condition. There was no solution provided and it seems like this is a very common issue. There should be a disclaimer with purchase that this is basically not returnable or exchangeable with purchase. I went in wanting an exchange and walked out wishing no money was given to this scam company. Cartier is the worst luxury company I have ever encountered with.

  Business Response

  Date: 01/09/2023

  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: 01/13/2023

  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:

  They have not reached out to me, or provided any details on how I can return my ring. I get no help at all, it seems as though once you purchase and try something on and put it back in the box they are unwilling to take it back

   

   

   

   

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

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

  Customer Answer

  Date: 01/17/2023

  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:

  Cartier has never reached out to me. I called about 4 times and went to a store and was told I could not return it. A guy with longer nails then me used his bare hands to handle the ring, then had the nerve to tell me simply picking it up could cause damage. Ridiculous

   

   

   

   

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

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

  Business Response

  Date: 01/19/2023

  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 forwarded the detailed feedback to the respective boutique for further investigation. Client may expect direct contact from the leadership team. 

• Initial Complaint

  Date:01/09/2023

  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.

  Sent ring in for repair in October. Cartier agreed to replace it. They still have not sent the ring and bounce me back between corporate and the closest store, over 100 miles away. Noone provides any assistance. They do not communicate, so every time I call, it's like the first time. I just want my property back.

  Business Response

  Date: 01/09/2023

  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:01/03/2023

  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.

  Order was placed on March 23, 2022 for a handbag and a wallet. Delivery was taking in excess of time. Order was cancelled prior to shipment they (Cartier) still attempted to deliver. ******** was declined, therefore I never was in receipt of bag or wallet. Since April I have been attempting to collect my refund for ********. Recently received email and phone call that they just received items back in November 2022. This is an internal problem of the company of who they contract for shipping since I never was in receipt of delivery. I have also been paying interest for 8 months on the said amount of ******* I expect a full refund .

  Business Response

  Date: 01/04/2023

  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 *************************, ID#********. Members of Cartier's Leadership Team have spoken with the client and confirmed a refund is owed to them. We do sincerely apologize for our error and understand the impact to our client. We are working diligently to fix this and process the refund. As of January 3rd, 2023, we are just awaiting confirmation of refund issuance. Once the refund is confirmed we will reach out to ****************** and advise. 

• Initial Complaint

  Date:12/09/2022

  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 September/October timeframe my wife purchase a pair of sunglasses from Cartier for me for our 25th Wedding Anniversary. Unfortunately, I did not like the way they looked on me and suggested that we return them. When we sent them back, they sent the glasses to their "inspection" team. They took pictures of the glasses where they were scratched up and said that they are used and cannot return them. These are $2,600 sunglasses. I have purchased several watches from Cartier but not any longer. There are several complaints similar to mine on the internet via a simple ****** search. I would like a refund to my credit card and instead they are stating that they are sending the sunglasses back. I have included our email communication as well as the pictures they sent to me showing a bunch of scratches on the glasses, like I wore them out?? How in the world did these glasses get this many scratches from me taking them out of the case, putting them, looking in the mirror, taking them off, and putting them back into the case?? They were either like that when we received them (and we did not look under a microscope for these) or they did it when they received them. This is classic fraud!

  Business Response

  Date: 12/09/2022

  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# ********. Has the client been able to ****** satisfactory resolution since this inquiry was made or are they still needing help with a resolution. We apologize for impact to the client's experience. 

• Initial Complaint

  Date:12/09/2022

  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 ring and never received the ring I got everything else but the ring and the ring box , no one contacts me for updates Ive called ten times in the last two months and I get nothing it was my wife bday and we get to suffer with no updates feeling like were the ones who stole it this was done on your end and I would like results please

  Business Response

  Date: 12/09/2022

  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 the client's experience. We are more than happy to look further into this and provide resolution. We invite the client to please call us at 1800-Cartier and ask to speak with a member of leadership to receive assistance. 

• Initial Complaint

  Date:11/21/2022

  Type:Order 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.

  Paid close to $2000 for a bracelet that was supposed to be delivered on friday nov 18, today is monday the 21 still no delivery. Not helpful customer service, absolutely disappointed with company and with service.

  Customer Answer

  Date: 11/23/2022

  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:11/14/2022

  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.

  For my 40th birthday, family members gave me multiple gift cards to spend on a gift. Cartier told me that I cannot use more than (3) forms of payment when purchasing a product. In other words, I can only use (2) gift cards for each product I purchase in addition to cash or a credit card to meet the purchase price. The entire point of my family giving gift cards was for me to enjoy a gift from them, but Cartier is limiting how I use the gift cards in order to squeeze more money out of me, which is ludicrous. My family would have just given me cash if they knew that was the case. I'm looking to have my gift cards refunded based on this experience. Can someone please help me?

  Business Response

  Date: 11/14/2022

  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 apologize for the client's Boutique experience. Can the client please advise if the gift cards were purchased through Cartier or if these are third party gift cards, they were attempting to use. Additionally, can they please advise which Boutique they visited with.