London, United Kingdom
143-144 Sloane St, Chelsea
N/A
+442034294470
Just purchased a gift for my wife over the phone at this store. Maryna was extremely friendly / helpful. Great service and thank you!
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Absolutely terrible customer service from the boutique department at Cartier. I have been trying to order a ballpoint refill for my Cartier pen for over 3 weeks. I initially emailed the department with images of the pen so that they could find the appropriate refill and send it to me. Instead, they ended up sending the wrong one leaving me with the hassle of sending it back to them. Cartier sent me a special delivery return envelope however as soon as I got to post office, they refused on the basis that it had the incorrect stamps on the item thus I was left out of pocket again and had to pay for the postage. I then emailed the department and they refused to reimburse the cost stating that there was nothing wrong with the envelope they sent. As you can see on the image, they are using a first class stamp instead of a special delivery stamp hence post office refused. So I call up Cartier speaking to Iveta, and she tells me that she is doing me a favour by not charging me 13 for the postage of the item, no thanks Cartier I couldn't care less what postage service you use, you could have easily sent it first class recorded so don't try to justify the cost. The refill itself is only 6.50 and seriously how much does it cost to post an item that weighs less than 50g. I think what Cartier needs to do is improve their customer service because from what I've experienced over a simple product such as a pen is shocking. It should not take me 3 weeks (ordered on the 18/10/18 and up until now 09/11 still haven't received the item) to get a refill especially from a company where they charge huge amounts for the product itself. I have really lost trust in Cartier and you will no longer be getting my business in watches or jewellery in the future.
The assistants in this shop have restored my belief in that there is some real genuine people in the retail business. They without any hesitation treated me like Royalty, I have never been treated so much courtesy, a credit to any company. I was only trying to locate a pen refill the assistant Ingrid sent a special delivery letter and lovely card with the refills inside the same day. That is what you call service, one can only wish that all shops and the like can copy this service, as it would be a joy to go shopping. Thank you for treating me in this way. Kindest Regards Stanley Simons
Brought my watch (Basculante) in for a service here because I bought it at auction recently and the hinge was loose, so wanted this repaired and a general service to be carried out. Despite a high service charge, the watch came back with the hinge still completely loose, without any mention that they weren't able to fulfill my request that I pointed out clearly when I brought it in. When promoted the sales advisor, who was otherwise friendly and helpful, told me they could not improve this and it was normal wear and tear. This is not true, the watch is meant to stay up in any angle and many sources online confirmed this was not normal. Even if it was somehow worn out, a repair should always be possible on a high end watch. I returned the watch for repair and they sent it to Switzerland for inspection, they then confirmed it was possible to repair it, but on return the hinge was still as loose as the day I brought it in and they seemed to have worked on the wrong part instead! Now after months of waiting for service to complete I still have a faulty watch and no way to repair it from the manufacturer. Very disappointing service and will not be purchasing Cartier anymore because of this poor experience at this boutique. I recommend a skilled independent watchmaker for your service or repair instead.
Excellent service as ever.
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