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 has 20 locations, listed below.

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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:11/09/2022

  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.

  My husband purchased a LOVE ring for our one year anniversary. We received the ring on 10/13/22. The ring fit but I was worried it might be tight if my hands swelled in the summer next year. I immediately called Cartier the next morning for an exchange and sent back the ring that day on 10/14. Cartier had the ring in possession since 10/18/22. I called on 11/4/22 asking for an update on my ring and they said they would call back that day. I never received a call back. Then on 11/7/22 I called again and asked for an update and never received a call back. On 11/8/22 I called again asking for an update and am now being told the ring is damaged!!! Cartier has had the ring in their possession for 21 days and is only informing me now it has been damaged because I reached out. I find this extremely hard to believe and the BBB complaint below filed appears to be the EXACT same issue. Now I am waiting another ***** hours for a call back from a manager (if they actually call back, they have failed to call me 2x already). I have asked for proof of the shipping box and the damaged ring which I am now waiting to receive. The representative on the phone said they will likely refuse my exchange and send me back a damaged ring! This experience has been nothing short of awful for a luxury brand. I expected better Cartier.

  Customer Answer

  Date: 11/09/2022

  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:11/01/2022

  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.

  I purchased a ****** Watch from Cartier on June 29, 2022 for a total of $8,213.64. The item was shipped back on July 6, 2022 via ****** It reached the destination two months ago on August 31, 2022. I received an email on September 9, 2022 acknowledging that the return was received for processing. However, after almost two months, the refund was not processed. They refused to offer it and have not cooperated.This is extremely disappointing as I was looking forward to purchasing from a well respected company, but this entire experience has been a nightmare.

  Business Response

  Date: 11/02/2022

  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: 01/05/2023

  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:

  My reference ID # *******.
  
  I am writing to express my frustration and disappointment regarding the lack of progress on my refund request. Cartier has still not refunded me nor contacted me with an update despite what they said in their response. Despite my efforts to resolve this issue, I have yet to receive a satisfactory resolution.
  
  I understand that these are challenging times and that customer service may be stretched thin, but I feel that my case has not been given the attention it deserves. I have made numerous attempts to resolve this issue as the order was for $8,213.64, but have received limited response and no resolution to my issue. Furthermore, Cartier admitted that they received my return at the end of August. This situation has left me feeling frustrated and let down. I hope that you will take my concerns seriously and work to resolve this issue as soon as possible.
  
  Thank you for your attention to this matter. 

   

   

   

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

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

  Business Response

  Date: 01/06/2023

  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#********. ********************** has done their full due diligence for the client concerning this matter.  We have consistently investigated internally and with our secure courier concerning the client's package, since August ***************************************** September 2022. We shared with the client at the conclusion of our investigation, the return was not received as expected and for next steps, the client should work directly with their credit card issuer, or PayPal as that shows as the original payment platform. The client has contacted us multiple times inquiring about a refund, and we have advised for the client to seek options through their credit card issuer. This remains Cartier's final decision and we will not be issuing a refund to the client. We advised the client of this August 26th, 2022, and again on September 28th, 2022. Cartier considers this matter closed. 

  Customer Answer

  Date: 05/15/2023

  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 am requesting all correspondence/responses from Cartier regarding my complaint (Complaint # ********) as I am unable to access my messages on the BBB site. 

   

   

   

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

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

• Initial Complaint

  Date:09/28/2022

  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.

  I purchased a Love Band Ring for my wife from Cartier e-Boutique. Order #*********, in July 2022, was around $4,500 with taxes. The order arrived in early August, and we opened it on August 25, 2022. Our 20th anniversary. The ring was too large, so we ordered an exchange. Cartier received the exchange request in the mail on 9/1/2022 (confirmed by email), approved it on 9/3/2022, and sent the new ring on 9/3/2022 (all confirmed by time stamped emails from them). We received the new ring on 9/7/2022, and my wife tried it on (for literally one minute). It was still too large, and we put it back in the box. On 9/8/2022, I initiated the exchange, it was in the mail on 9/9/2022, and Cartier confirmed receipt by email on 9/15/2022. On 9/16/2022, I had heard nothing from Cartier, so I emailed the evening of 9/26/2022 to ask about the status. On 9/27/2022, I received a call stating the ring was damaged. Hours after the phone call they sent me, by email, a word document with pictures showing a damaged ring. The file's info shows the word document was created on 9/27/2022, a few hours after my call with them. I explained there is no way we damaged the ring (my wife wore it for less than a minute to assess its fit, then put it back in the box). Where was the ring for the two weeks they had it in their possession? They never sent me a packing slip or PDF file of the packing slip with a serial number (like they did for my original purchase, and I have emails to prove this), so I have no way of verifying the serial number of the ring in the picture is what was sent to me. I have never been so appalled or disappointed with a "luxury" provider of jewelry. I have asked to speak to management, asked for an exchange or a refund, or I am filing a dispute with my credit card company. Does Cartier have such poor product quality and customer service they should advise their customers to video record unboxing and take numerous zoomed photos to cover their butts? Really? It's astonishing.

  Business Response

  Date: 10/01/2022

  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:08/08/2022

  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.

  My husband purchased the love bracelet from the e-boutique in white gold to surprise me. I was excited about the purchase but wanted to own it in yellow gold instead. I tried the bracelet on to see if it fit using the screwdriver provided. It was slightly big, but doable and also quickly decided that I would be more happy with the yellow gold. My husband went to the Cartier boutique to return the bracelet and unfortunately, was told that he would have to return the bracelet via ***** but could purchase another item for equal or greater value. Unfortunately, the yellow gold bracelet is $600 less than the white gold so my husband ended up purchasing the yellow gold with the intent of returning the white gold. We returned the white gold bracelet the FOLLOWING day via ***** and a week later received a call from a Cartier representative saying that they would not accept the return of the white gold bracelet because there was visible wear by the ***** I was appalled because honestly, how do you sell a product and expect that buyers will not try on the product? If this is the case, provide a disclaimer that if the item is tried on it cannot be returned or provide protective covering. Disappointed, I decided to then return the gold bracelet which I knew I did not try on. I went to the store and Cartier told the associate that I would like to return the bracelet. The associate told me that despite Cartier does not accept returns but will gladly provide me a store credit. Frustrated and confused I stood in the store for 3 hours speaking with associates, managers, and ultimately the director of the store about the lack of transparency in the return process. The director ultimately made the decision to allow me to return the yellow gold bracelet but unfortunately now I'm still stuck with a $7500 bracelet that I don't want because I foolishly tried it on. I will never purchase anything from this store again.

  Business Response

  Date: 08/21/2022

  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: 08/30/2022

  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,
  
  *************************