Cartier

I enjoy watches. I collect them, repair them, and seek out antiques. I decided to purchase a Cartier timepiece to be a modern cornerstone in my collection. I enjoy their styling and movement. Unfortunately, the Buckhead Cartier location’s poor customer service cost them a lifetime customer.
I’ve found that most luxury businesses have learned to not make assumptions about the people who visit their stores. A person’s clothing is no longer a reliable indication of wealth or status. Style is relaxed; stereotypes don’t necessarily apply.
When I entered Cartier on a Saturday afternoon, there was one other individual in the store. The attendant smiled at me and told me she would be right with me. I thanked her, and looked at the watches. As she finished her transaction with first person in the store, her coworker emerged from the back. I attempted to make eye contact, but he walked over to help finish whatever sale was going on beside me. I kept looking at the watches.
As I looked, two other couples entered the store and walked to the engagement rings. Both employees immediately greeted them and pledged to help them once their transaction was done. I expected that one of them would break away to show me a watch. Instead, after the first man left the store, both associates went to help the two couples. After a few more minutes, I asked the original associate if I could view a watch. She said she would be with me after she finished with the ring.
Another couple entered. The original associate immediately walked to them and began to show them rings. I was irritated by this behavior, but decided I would stay in the store until someone helped me, because I really wanted a Cartier for my collection.
I should note that I entered the store wearing jeans and a t-​shirt. The other couples were far better dressed, though I do not believe I was in any way under-​dressed to shop at any of the stores in the mall.
Finally, after yet another person entered the store and received service before me, I left. I walked a few shops down to a major jeweler and bought a new Rolex Submariner. It has provided me more enjoyment than the Cartier would have, especially given the shoddy treatment I received in the store.
I contacted the Cartier headquarters to discuss what happened. They offered no apologies and merely said they would «look into the matter».
I expect better from a brand like Cartier.

The worse customer service from a reputed company. My watch was in their repair shop for 3+ months while I kept having to call to inquire about parts not arrived yet. All the time without an explanation. Worse yet each time I call they have to do this extensive search as i have never been in their system… this is all while I actually purchased my watch from them and had serviced there before. Thoroughly disappointing.
J. Lee, DDS, MD, FACS

I went in to the Atlanta Cartier store because all of the stores in Seattle have been closed and I needed to straighten out some service problems for my watch. Marilyn was the person that helped me and she gave the greatest service that I have ever gotten in a Cartier store. Up until now I had all but given up on Cartier. She was very helpful, honest, and kind. If you are ever purchasing something from Cartier use Marilyn Williams. She is wonderful.

What can I say — my mom’s a big fan. We’ve known John (District Manager) and Marilyn (Associate) since we were kids. My sister and I used to do homework on their red round couch back when they were still at their old location while our mom shopped. John and Marilyn are the nicest people and will always make it a point to make you feel welcome.
Now, if I can only afford to buy anything here…