Cartier Reviews 

When it came time to pay, I attempted to use my American Express via contactless payment. It declined, so I immediately called Amex and put them on speaker in front of the sales associate. Amex explained that the issue was with the contactless payment and that I needed to use my physical card, which unfortunately I did not have with me.

I explained that although I would have preferred to use my Amex for the points, particularly considering this was certainly not a cheap purchase, it was absolutely fine and I could simply pay with another card.

This is where the experience became extremely uncomfortable.

Another staff member, who I believe may have been a manager, came over, closed the door and stood very closely over me while everything was being dealt with. I was then told that if my card declined one more time, they would not be able to sell the pieces to me.

I was asked for ID and provided my driver’s licence. As I had recently moved, the address was being managed with a temporary address sticker, and I was told they could not accept it. I then provided government-issued digital identification, which was initially rejected because it did not have a photograph. I subsequently provided another government-issued digital ID displaying my driver’s licence, which was finally accepted.

Throughout all of this, I felt like I was being watched and treated with suspicion. It became so uncomfortable that I actually said to the staff, “I feel like I’m being treated like a criminal or a scammer.”

Despite me saying this explicitly, not one person apologised or made any meaningful attempt to make me feel more comfortable.

I understand that Cartier has security procedures, particularly for high-value purchases, and I have absolutely no issue with appropriate identification or payment verification. What I object to is the way I was treated while those procedures were being carried out. I had called American Express openly in front of the staff, had another card available to pay for the purchase and provided multiple forms of government identification.

Eventually, despite being completely ready and able to pay with another card, I decided I no longer wanted to make the purchase. When I said I was sorry but would not be proceeding, the response I received was simply, “Okay.” So I walked out.

The complete lack of apology or effort to recover the situation was particularly disappointing. After this experience, I can unfortunately understand why this boutique’s customer rating is so low.

I then walked over to Bvlgari and purchased two beautiful pieces there instead. The difference in service was night and day. I was treated with dignity, respect and warmth and received genuine five-star customer service from beginning to end.

That experience at Bvlgari REMINDED me of what purchasing luxury jewellery should actually feel like. Cartier missed the most basic customer service which is respect.

Though my SA ?Angela was absolutely amazing it was the manager who was extremely rude and disrespectful - with this customer service I don’t even know how they are still in business!

Yeah don’t waste your money on Cartier there are soo many different luxury brands out there that they know how to respect their customers

wanted to take a moment to recognise the exceptional service we received from Shaun at Cartier in Harrods today.

I have been a Cartier customer for several years, and I can genuinely say this was the best experience and level of service I have ever received. I visited today to choose a ring for my birthday, and Shaun made the whole experience feel incredibly special from start to finish.

He was warm, attentive and incredibly knowledgeable, going above and beyond throughout our visit. He also kindly cleaned my Love bracelet while we were there, which was such a thoughtful extra touch.

Having visited other Cartier boutiques over the years, including Sloane Square where unfortunately I have previously experienced service that felt quite abrupt on occasion, today really highlighted just how much of a difference exceptional service can make.

Shaun is a real credit to Cartier and I strongly believe this level of service deserves recognition. He made what was already a special birthday purchase even more memorable, and moving forward I will absolutely be returning to Harrods and asking for Shaun personally.

Thank you, Shaun, for such a wonderful experience.

Beyond appalling. I believe I was sold a $5000 watch that was 2nd hand and damaged and broken as it stopped after 2 weeks and THEY SURE DIDNT WANT TO KNOW OR TAKE RESPONSIBILITY UNDER MY 8 YEAR WARRANTY FOR THE MUTILATED WATCH (NOT BY ME).JUST APPALLED. Sooooo disappointed and ABSOLUTELY HORRIFIED BY MY 18 MONTH ATTEMPT TO CONTACT THEM AND GET A SINCERE RESPONCE BUT CARTIER HAD A PROMOTION EMBLAZONED ALL OVER THE ART CENTRE I NOTICED A COUPLE OF WERKS AGO EMBLAZONED ALL OVER THE MELBOURNE ARTS CENTRE SO A PERSON SOLD A DAMAGED WATCH MAY HAVE MESSED UP THEIR MASSIVE SELF PROMOTION ALL OVER THE ARTS CENTRE AND I GOT A REPLY. WATCHES OF SWITZERLAND ARE 100% A DODGY OUTFIT. IF YOU WRITE A REVIEW NOT PRAISING THEM THEY KILL IT MID SENTENCE. I INTENF TO TELL THE PRINCESS OF WALES THAT HER CARTIER BALLON BLEU IS A PIECE OF TOTAL JUNK.

I bought a Cartier frame for $1400 USD without realizing that it comes with a Proposition 65 warning, carcinogens in it.

I ordered an engraved gift from Cartier online for my daughter’s 30th birthday and the experience has been incredibly frustrating.

They charged my credit card right away. Two days later I called to check on the order and was told there was a problem with the shipping address in their system and they couldn’t process the shipment. Nobody had contacted me to tell me this.

After that there was basically no communication. I made several more calls trying to find out what was going on and eventually learned that the engraving was delayed as well. Again, nobody from Cartier had bothered to contact me.

Now, more than a week later, the gift is supposedly arriving Friday by FedEx and requires a signature. If the delivery is missed, I’m not even sure whether FedEx will deliver it Saturday. This is a gift for my daughter’s 30th birthday, so the timing actually matters.

For a company like Cartier, I find this level of service pretty unbelievable. They had no problem charging my card immediately, but I had to chase them repeatedly just to find out what was happening with my order.

I love Cartier and their jewelry, which frankly makes this even more disappointing. If you’re buying something for an important occasion, my advice would be to go to a Cartier boutique and not order online.

I dropped off my white gold diamond love bracelet for cleaning at the Vancouver store on May 2, 2026 and it is now August 7, 2026. i have called several times and spoken to the manager in the Vancouver store and he cannot tell me when i will get my bracelet back and that it is under internal review. I have called the general North American service help number and they cannot tell me either. They will not return my bracelet which i purchase 5 years ago from Cartier. And no one is following up this problem in a timely manner.

Pamela and Matthew went well above and beyond. Nothing felt rushed, nothing felt like a sales pitch, and every question got a proper answer. The kind of service that makes you want to come back.

Their product knowledge is excellent. They took the time to walk us through the history and background behind each piece, where the design came from and why it looks the way it does, which turned what could have been a straightforward purchase into something a lot more interesting.

The store itself has a lovely ambiance. Professional and discreet without being stuffy, and relaxed enough that you can actually take your time. Every staff member we dealt with was friendly, welcoming and happy to accommodate.

I walked out extremely satisfied, and with a couple of extra purchases I hadn't planned on making that day. That should tell you everything about how good the experience was.

Highly recommend.

Cartier Vancouver (downtown) the store is in desperate need of a renovation. The store has aged out too quickly. After the renovation, you need to clean house with the associates. They are terrible. Wrong look. Wrong type. If you want to know how it’s done properly go see Hermes one block south of you

Our experience with Cartier Vienna was truly exceptional.
In the world of luxury, beautiful creations and craftsmanship are expected. What truly distinguishes a great Maison, however, is the quality of the people who represent it. A reputation such as Cartier’s is not built overnight, it is built over decades through consistency, excellence, and, most importantly, through individuals who embody those values every day.
For this reason, we would like to express our special appreciation to Sophie Kastl and Dominique Joel Lufua.
What impressed us most was not only the quality of the service itself, but the sincerity behind it. In an era where true customer care has become increasingly uncommon, they reminded us what excellence in hospitality and client relations should look like.
Cartier’s reputation as one of the world’s most prestigious luxury houses rests not only on its extraordinary heritage and craftsmanship, but also on remarkable professionals such as Ms Kastl and Mr Lufua. People like them are the reason clients continue to place their trust in the Maison generation after generation.
We are deeply grateful for the kindness, dedication, and professionalism shown throughout our experience. Cartier Vienna has left us with a lasting impression, and we look forward to returning in the future with complete confidence.
Thank you, Cartier Vienna, for demonstrating the very best of what luxury service should be

I expected a luxury level of service from Cartier, but my experience was disappointing.
My order was entrusted to DHL, and the tracking was updated with a failed delivery attempt even though I was at home and received no phone call and no doorbell/intercom notification from the driver.
Delivery is an important part of the customer experience. When a premium brand chooses a delivery partner, customers naturally associate the quality of that service with the brand itself.
Because of this experience, I cannot recommend Cartier and I am very disappointed with the overall service.

Of all the customer service representatives I've interacted with, I have to say Cartier Customer Service is exceptional. Due to my chronic tendency to be late, I wasn't able to complete my order for a personalized wallet for my wife's birthday today. It's only thanks to Sergio of Customer Service that I was able to purchase a personalized wallet with her initials today. In case it doesn't arrive in time for my wife's birthday, Sergio offered me a parachute for my absence, with an official letter from Cartier confirming my and Cartier commitment, to make this occasion even happier.
Thank you Sergio, thank you Cartier.

Terrible experience. A luxury premium brand which lost all credibility. Staff is helpful when they sale you items but after care , they don’t want to know. Worse than buying from the resale people. Cartier charges premium prices to purchase their items , which are not even in pristine condition, most of the times. They cover it very well and make you look stupid if you notice something wrong with the item. They don’t even measure you and size you properly, like they use to do it. They leave that to you so you take full accountability. They offer 0 support afterwards. Don’t waste your money for a brand that lost its luxury premium status. You get absolutely nothing in value than any other jewelry made piece , absolutely nothing, except the price tag . Save your money and go somewhere else. It doesn’t have the value it once used too have

I have been a client of Cartier for many years. I have lots of pieces of their jewellery which I love wearing. I also have a watch which I wear every day. I have had this for over 30 years and in that time it has been repaired and serviced on many occasions without incident. The service has usually been quick and efficient.

HOWEVER, the standard of service is now appalling. There is a total lack of communication and the atelier moves like an elderly snail.

I rang to arrange a repair on 23rd March and checked that the address I had for the workshop was current. I then sent the watch off with a covering letter saying that I wanted it serviced and repaired.

This letter was clearly discarded with the packaging as it took two weeks for me to establish that they had the watch (identified by its serial number). I then had to faff a round sending copies of the covering letter which they couldn’t open and then it took a further week to get an estimate. I responded the same day and asked them to get on with the repairs.

I was then notified on 30th April that the repairs had been done but since then have experienced problems getting any sense out of anyone in Cartier as to why I hadn’t received the watch.

Eventually yesterday, I was informed that they were waiting for payment but they hadn’t sent me a bill. Apparently just generating a bill takes several days so inefficient are they. I paid that immediately on receipt and have now been told that the watch won’t be couriered to me until next week when I will be away.

The excuse offered is that the atelier is busy but a lot of people are busy and they still maintain an high standard of customer service as they value their clients.

I live about 10 minutes from the workshop and have offered to collect in person on several occasions. This offer has been ignored.

I am in despair. I notice that there are now a number of organisations offering fast repairs on Cartier products and, based on my experience, I cannot imagine why anyone would use Cartier rather than one of these companies as it has been a struggle all the way, has taken up a lot of my time when it should have been stress free and, MOST IMPORTANTLY, I still haven’t had my watch back and am beginning to wonder if I will ever see it again.

I have tried making a formal complaint but this hasn’t resulted in any action.

purchased a beautiful diamond bracelet for my wife close to 100 K.
Bracelet broke at one of the diamond joints.
Took the bracelet back to Cartier design District Miami, this is where we purchased the bracele.
Cartier was gracious enough to repair the bracelet, no charge.
Six weeks later, we picked the bracelet.
unfortunately, bracelet broke in the same place.
Returned to Cartier Miami design District meeting with the manager and an associate.
They informed me that this time they would send the bracelet back to France.
Manager said there would be no charge because obviously it was designed flaw.
Six months later, the bracelet was ready to pick up. However, there would be a $4000 charge for the repair insult to injury.
I paid the 4000 because they had a very expensive bracelet. I had no choice.
Even worse, the bracelet broke again same link. The bracelet has been gone now for approximately three months. No one will return our phone calls from Cartier Design District Miami.
I have called the Cartier one 800 helpline lacking better term three times never a return phone call.
We have bought hundreds and hundreds of thousands of dollars over the past forty years.
Purse, watches, earrings, necklaces, etc., etc.
Disappointment would be a compliment at this point horrible horrible customer service if I can ever get the bracelet back I will never ever do business or step foot in a Cartier store again.
Frederick and Carol Meyer

Bad experience and bad service! Not once but 3x. All of THE SA REALLY BAD
Feel regret buying their jewelers! And also the ambassador client not even helping at all!

Here is a repetition of the review i posted in 2022 about the service i have received, or did not receive. But cartier found it 'offensive' that i criticized them. So here comes the nice critique for the sensitive Cartier artists , that sometimes 'avoid to tell you the truth'. Ordered a ring for my daughter's birthday- they used some courier service that is unable to deliver, you can't pick up the package, Cartier don't care when you call them, they wont call back. My daughter ended up without a gift for her 18th birthday. Hey sensitive Cartier's artist minds complaining to trustpilot about reviews illegal content, when you say you will upgrade my shipping to FedEx express, you have to know it has been shipped with UPS, so you are 'not truthful' to your customers. Bye bye $$$, I see in Sep you have many new customers that you have disappointed, happy business slide and 'go away far'. It's a pity that this renown brand went to complete 'pile of brown mass' - i am just not trying to offend you, after you 'not tell the truth' to your customers. Hope you have enjoyed my review.

​I am writing this to express my deep disappointment with the current state of customer service at Cartier. I have been attempting to purchase a pair of sunglasses and have tried to engage with a boutique to facilitate the sale, but the experience has been utterly unprofessional.
​Despite my proactive attempts to get in touch, I have received zero response for 7 days. My efforts included:
​Requesting a formal call-back via the website.
​Following up on WhatsApp five separate times.
​Sending three consecutive emails regarding my interest.
​When you approach a heritage luxury brand like Cartier, you expect a seamless and attentive shopping experience. To be ignored for a week while trying to spend money with the brand is unacceptable. This level of neglect is something I wouldn't expect from a high-street retailer, let alone a world-renowned luxury house.
​I hope the management takes note of these communication lapses, as it significantly tarnishes the brand's reputation for excellence.
From
Vivek Rattu

The worst company I have ever dealt with. Braclet I purchased for my wife was hard to put on and take off. We immediately sent it back and requested warranty correction. Cartier said it was bent and had to be recreated. At my expense. I told them to immediately send it back. After 10 calls I agreed to the recreation for $1100. After 11 months and cartier sending the "recreation " to the wrong address. We get it back. No difference. Still goes on and off hard. Company is an absolute scam. Associates are trained to lie. DO NOT BUY FROM CARTIER!!

Very helpful and knowledgeable staff. I had a rough idea on the watch that I wanted, but no idea on size or particular model. Phoebe in the New Bond Street shop was friendly (but not at all pushy), patient and helped me try different styles and sizes. I was very happy with the service that I received and look forward to going back

Hello all,

I purchased an order with discount voucher on Easter. Since the shop on site was not able to process my order in Amsterdam at Cartier. I was sent an email the order was delayed, got afterwards a cancellation and now my discount cannot be applied anymore to a new order! It’s a ping pong from Bijenkorf customer service to Cartier Amsterdam.
I find it deceiving this service and will tell all
My friends and family never to purchase anymore.