Business Profile

Jewelry Designers

Cartier

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cartier's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

85 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/20/2025
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.
I am filing this complaint regarding an unfair exchange refusal by Cartier for a bracelet that is completely unwearable due to its size. I purchased the bracelet on January 28, 2025, and immediately initiated an exchange on January 29, 2025, following all Cartier return procedures. However, my request was denied on the grounds of alleged "scratches," even though the bracelet was only worn once for fitting and became stuck on my wrist.The bracelet was too small, causing bruising and cuts when I tried it on. It was so tight that I could not remove it without a screwdriver, making it entirely unwearable. Given that this is an almost $8,000 luxury item, Cartiers refusal to exchange it is unreasonable and unjustifiable.Resolution Sought:I am requesting the following resolutions:A full exchange or refund due to the bracelets unwearable size and the physical harm it caused.
Business Response
Date: 02/23/2025
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#********. Client's order # ********* was rejected for a return or exchange due to multiple abrasions throughout the service of the bracelet, which does not align with our conditions of sale policy. Client's feedback was addressed by a member of the leadership team. A resolution of a reproduction service with a highly discounted rate was offered, so client could receive their bracelet in a desired size. Client is refusing to accept the available resolution we are able to provide.
Customer Answer
Date: 02/26/2025
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:

[Your Answer Here]
Good afternoon,
I do not accept the option for the item to be remade or reproduced. My question remainshow is it possible for a high-end piece to develop such abrasions simply from being worn briefly? If Cartiers quality is so fragile that normal wear results in damage, perhaps customers should be advised: "If purchasing online, do NOT try it on" or "Please wear gloves on hand and wrist when trying on."
At this point, I am requesting either an exchange or a full refund. Given that I have already filed a BBB complaint, I am extremely disappointed that Cartier continues to dismiss this issue rather than offering a fair resolution. Please advise on the next steps to escalate this matter further.
Thanks,
****

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

Sincerely,

**** *****

Business Response
Date: 03/07/2025
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# ********. Please kindly note, we understand you have spoken with a member of Cartier management, and they have extended a one-time exceptional accommodation to further assist you. A member of management recently contacted you as of 03/06/25 to go over some updated information with you regarding your accommodation. If you can kindly call 1800-Cartier so we can move forward.
Customer Answer
Date: 03/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I want to fairly represent this situation. The Cartier supervisor reached out to me, left a voicemail, and I returned her call a week later. During the week that I didnt call her back, I submitted a claim to my financial institution, assuming that Cartier would not exchange the unwearable bracelet.
While the claim was under investigation, I spoke with the Cartier supervisor. She was extremely helpful, genuine, and actually listened to merather than twisting my words against me. For that, I am truly appreciative. Throughout my entire ordeal with Cartier and the unfavorable treatment I experienced, this was the first time someone from Cartier treated me with genuine respect and care.
The supervisor informed me that Cartier would make a one-time exception and exchange the bracelet for a larger size. We discussed sizing, how to properly try it on, and the possibility of another exchange if the new size was still unsuitable. She also clarified that, since payment had already been made, no additional payment would be required.
About two to three days later, I noticed a replacement order had been placed. However, within minutes of that order, my financial institution ruled in my favor and issued a full refund. Shortly after the refund was processed, Cartier canceled the replacement order.
At this point, I am uncertain if I ever want to go through another transaction with Cartier again. However, the issue regarding the unwearable bracelet has been resolved. I would like to express my gratitude to my financial institution, the BBB, and the Cartier supervisor, **

Sincerely,

**** *****
Initial Complaint
Date:11/05/2024
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 #LOVE# bracelet, classic model, Size: 18 with order number ********* on October 9th, the product was delivered on October 10th. After trying for 5 minutes, I decided the item doesnt fit my style, so I dropped off to ***** on October 11th after calling customer service. ********************** received the return on October 14th and sent me a confirmation Email on this.I returned after learning their 30 days return/exchange policy.After that I made multiple phone calls to follow-up, each resulted a different saying. On October 27, I made a phone call to escalate since I still have not received a phone call that was said to be received by me after days. I was told the item has a lot of scratches, which I questioned how can a lot of scratches happened if I only tried a 5 mins and returned on the second day. The customer representative was rude, then said since it was a delay on their side, they have accepted the return and sent me an E-mail confirmation on this. In the E-mail, I was told I would receive my refund within 3-5 business days. However it has passed 5 business days till this point. I still have not received my refund. I will attach the E-mail from Cartier stating that they have accepted my return. Till this point, they have not refunded me, they have not sent back the product either. They are holding $8099 dollar from my credit card without any action.
Business Response
Date: 11/07/2024
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: 12/13/2024
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:

Hello,
Id like to contact BBB and let you know that Cartier did not resolve my issue.
Instead, they never issue refund to my credit card and told my bank the charge was valid even though I have all the valid proof of my order was accepted for return and I was told that they will refund me within 3-5 business days on October 27.
I started a dispute on my credit card with Cartier again. Called them as well.
Its funny how they ignored all their internal information and emails communicated to me, did not follow the standard refund process, and still told my bank that the charge was valid.
Thanks,
********

Sincerely,

******** *****

Business Response
Date: 12/16/2024
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# ********. ********************** spoke with the client today. We advised the refund was being processed and the client was told they would receive it within 3 to 5 business days. The client advised they didn't receive the refund and had requested follow up but did not receive it. We apologized to the client for any impacts to their client experience. The client filed a chargeback with their financial institution. We advised the client since the chargeback was filed, it restricts Cartier from processing the refund and we have to wait for the chargeback to expire in order to process the refund. The client understood and confirmed they would need to cancel the chargeback in order for Cartier to help. We are actively working on resolving the client's refund issue. We will reach out to the client as soon as we have any further updates.
Customer Answer
Date: 12/17/2024
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 customer support keeps telling me that they will work with the refund team to issue my refund. However, I still dont receive it in my bank account.
They also shift blames on me for starting a dispute with my bank and stated that it blocked the refund. They advised me telling my bank to cancel the dispute. Though my bank told me a different story. 1. ******* never received a refund from Cartier 2. An active dispute will not block them refund me money 3. If they refund me, the dispute will be auto resolved.

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

Sincerely,

******** *****
Initial Complaint
Date:10/29/2024
Type:Billing 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 was charged 2 times for one product.I just saw it later on my credit cart statement.
Business Response
Date: 10/31/2024
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 Bojan Colic, ID#********. Could the client provide the details of the transaction? Where was the piece purchased?
Initial Complaint
Date:10/28/2024
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.
We recently ordered two pendants from Cartier online, and when the box arrived, it was completely empty. We immediately contacted Cartier for assistance, but the advice given to us was to dispute the transaction with our credit card company. We followed their advice and filed a dispute with ****, only to later find out that Cartier had denied the claim, stating the items were delivered.We had to reopen the dispute with **** and, in parallel, pursue reimbursement through *************** to get our money back. This entire situation has been incredibly frustrating, especially considering the high-priced items Cartier offers for delivery. It is unacceptable that there appears to be no follow-through or accountability when things go wrong during delivery.For a brand of Cartiers stature, I expected far better customer service and resolution processes for such costly purchases.
Business Response
Date: 10/31/2024
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# ********. Kindly be advised that Cartier has concluded its internal investigation in regard to this claim request. Regrettably we are unable to proceed with the refund. Best next steps for the client are with their financial institution.
Initial Complaint
Date:08/26/2024
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 got a Cartier tank watch for graduation from university, but it didnt come with a box and at the time, I didnt care to know better. I recently got the battery changed on it for $300 and the jewelry store ask me about a box. I am confused why I didnt get one. Weird. The *** on the phone was rude to my questions.
Business Response
Date: 08/26/2024
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# ********. ********************** regrets to inform that we are unable to replace or provide a red box after the purchase. All of our creations arrive in a designated red box. We kindly ask for more details on the order in order to look into this further.
Customer Answer
Date: 08/27/2024
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:

[Your Answer Here]
That is such Bs. My tank watch costed $7500 and no box? You scammed me.

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

Sincerely,

*** ******

Customer Answer
Date: 09/06/2024
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:

Absolutely egregious attitude towards a paying customer who averages about $7000 of bought products per visit.
Disgusting arrogance - going bankrupt, who knows? With this kind of pretentious service and with relevant competitor with fresh quality products-you will be out of business soon.
never Say never!

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

Sincerely,

*** ******

Business Response
Date: 09/12/2024
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# ********. ********************** appreciates the patience in the matter. Could the client kindly provide details on the purchase? Where was the piece purchased? Is there an order number? Thank you.
Initial Complaint
Date:08/05/2024
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.
On July 18, I bought a yellow 18k gold ring, Love model for $1,940. This was a gift for my husband (20th wedding anniversary). The ring was delivered on July 20, and after trying it out for no more than 5 minutes, we determined the ring was unfortunately too tight. I immediately put the ring back in its box and called Cartier to request an exchange for a bigger size. They provided an RMA number and the package was returned on July, 22 using the prepaid ***** label provided in accordance with their terms of service. Tags were included. Cartier acknowledged receipt of the ring on July 25, 2027. I called Cartier for a status of my exchange on July 23 and August 2. On August 2, they told me my return was rejected due to wear and tear. After the call, they sent pictures showing a ring with deep scratches. It is impossible such damage could be caused by gently trying the ring on for less than 5 minutes. During the call, the Cartier representative gave me 2 days to decide whether I either wanted the ring polished, or upsized for an additional 40% fee. I rejected their claim and requested an exchange or refund immediately. Cartiers representative stated their decision was final, unilateral and unappealable. She also stated thats she speaks on behalf of Cartier, and its been decided I have no choice on the matter because the ring was being shipped back to me whether I agreed or not. I called Cartier back twice to request additional proof to their claim, including pictures with the serial number and videos of how the ring was processed once received. Its very likely the scratches were made during packing/unpacking, or even during transit if the ring came out of its holder. I also requested to speak to a manager. To date, no one has called me back nor responded to my emails. I placed a dispute with my credit card, and will reject any attempts from Cartier to return me a ring thats now damage and too small. I want a refund, or an exchange to a larger size ASAP.
Business Response
Date: 08/23/2024
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# ************ our records you have been in regular, consistent contact with one of our Client Relations Assistant Managers since August 2nd, 2024. Our management team offered a one-time accommodation to exchange or return which you declined due to how your client experience was impacted and advised us you were continuing to pursue your charge back claim with your credit card company / financial institution. You also requested for us to stop the return delivery of the ring to you due to how you were moving forward., which we obliged. If you have since stopped pursuing the claim with your credit card company / financial institution and would like to discuss our offering of the one-time accommodation again, we kindly invite you for to respond with how you wish to move forward, and we can go over the necessary next steps.
Initial Complaint
Date:06/03/2024
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.
On April 28, 2024, I purchased a bracelet from Cartier for $7,841.00 as a special gift for my wife's birthday. My order reference number is *********. My wife wore the bracelet once on May 7, 2024, and we quickly realized that the size was too big. We visited a Cartier store to exchange the bracelet for the correct size, but we were told it had to be returned online.I shipped the bracelet back to Cartier via ***** with tracking number ************. ***** confirmed the delivery of the returned bracelet on May 22, 2024. However, Cartier has claimed that the bracelet shows multiple abrasions and signs of wear, which is not accurate. The bracelet was worn for just a few seconds and returned in the exact condition it was received.Despite my efforts to resolve this issue with Cartier, including multiple communications and follow-**** they have refused to proceed with an exchange or return. This situation has caused significant distress, as the purchase was meant to be a special gift for my wife.I am requesting that Cartier re-evaluate the bracelet and reconsider their decision, as any signs of wear or abrasions were present when we received it. I urge a prompt resolution to this matter.Thank you for your assistance in facilitating a resolution between me and Cartier.Details of the transaction:Date of transaction: April 28, 2024 Amount paid: $7,841.00 Business commitment: To provide a high-quality bracelet and a satisfactory exchange/return process Nature of dispute: Refusal to exchange or refund a bracelet that was returned in the same condition as received Business's attempt to resolve: Initial communication and assessment, refusal based on alleged damage Order reference number: ********* Tracking number: ***** ************ Please let me know if any additional information is needed.Thank you,***********************
Business Response
Date: 06/03/2024
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#********. Upon reviewing the photographs of the piece, it has been determined that the piece was not in pristine condition when it came back to our distribution center for processing. Per Cartier's conditions of sale, creations being returned or processed for an exchange, have to be in pristine and unworn condition. Client's piece did indeed have deep abrasions, which Cartier is unable to polish out, so another client could enjoy the piece. Client is also currently in communication with a member of the leadership team, regarding this matter.
Customer Answer
Date: 06/06/2024
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:

[Thank you for your follow-up response regarding my BBB complaint ID#********.

I must reiterate that the bracelet was worn by my wife for only ***************************************************** which we received it. It is entirely improbable that such brief wear could cause the deep abrasions mentioned. The bracelet was handled with utmost care, and any damage must have occurred while it was under Cartiers control.

I understand that creations being returned or processed for an exchange must be in pristine and unworn condition, and I assure you that the bracelet met these criteria when we sent it back. Given the current situation, I am seeking a fair resolution: either an exchange for the correct size or a full refund.

I am currently in communication with a member of the leadership team regarding this matter and hope that it will be resolved promptly. I would appreciate a timely review and reconsideration of my case based on the new information provided. However, I have been informed that this is Cartiers final decision and that I should seek assistance with my financial institution or an agency like the BBB.

I hope Cartier will reconsider its stance in light of the facts and the potential for further escalation. I remain open to resolving this issue amicably and hope that we can find a satisfactory solution.

Thank you for your attention to this matter.

Sincerely,

***********************

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

Sincerely,

***********************

Business Response
Date: 06/23/2024
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: 07/05/2024
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.
I received an email from the business saying that the refund is approved

Sincerely,

***********************
Initial Complaint
Date:05/16/2024
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.
On May 02,2024, I bought a watch at the Cartier Joaillier-******-******** store located at ****************** ***** for the amount of $8437.91,it was around 7:00 MP.The Clerk who attended me was nice, his name is ***************.When I got home I changed my mind and I decided to return the watch and get my refund. When I went the next day to return the watch,the person who attended me did not want to accept the watch back.I complained that had not even been 24 hours an then the she made excuse that they had to to send check the watch with the mechanic to inspected if everything was okay with the watch.The manager kept the watch and told she were going to call me and they didn't. When I sow that the manager didn't call me, I diceded to call and the excuse they gave me was that I had detached the watch and that it had a loose screw.The watch was intact just as it was sold to me.The manager has been very antipathy ,rude and unfriendly.She treated me badlyas if I was a criminal or if I had stolen the watch even security was around **** felt humiliated and discriminated for being Hispanic and for not speaking English well.
Business Response
Date: 05/18/2024
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# ********. ********************** is very sorry to hear of your recent Boutique experience. Please kindly note, we will share your Boutique feedback with ******************* so it can be addressed promptly. Please be assured client feedback is something we take very seriously, and your matter is a priority for us. Please anticipate follow up from us, shortly.
Customer Answer
Date: 05/21/2024
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:

[Your Answer Here]
They still haven't told me anything. and try to contact them to resolve. and it seems like it's evil

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

Sincerely,

***********************

Business Response
Date: 06/10/2024
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:04/02/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 bracelet/bangle from cartier, ***** ***** on 12/17/2022. a week later on 12/26/2022, I returned it without even opening it, back to the ****** yards cartier. They examined everything and gave me a refund memo saying my merchandise was eligible & accepted for full refund. but since it was originally charged by ***** ***** store, they will have them process the refund which usually takes about 7 to 10 business days. As few weeks passed and no refund was given i contacted my AMEX to dispute the same. Have provided all the documentation to them showing that the merchandise is with Cartier and have a refund memo but still AMEX could not help to get the refund as cartier refused to refund the amount. all this time I kept on going back n forth with my credit card disputing the claim, but now finally they have given up. It's really frustrating now that Cartier has the merchandise for over a year and at the same time is not willing to process my refund.
Business Response
Date: 04/03/2024
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# ********. ********************** Client **************** is urgently forwarding client's feedback to the ***** ***** boutique. The management team at the boutique will make sure to contact the client to address the feedback.
Customer Answer
Date: 05/22/2024
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:

Please see the below as this complaint was reopened and have have received no further communication from cartier nor your office.

Will appreciate a prompt response

Thanks
*******

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

Sincerely,

***************************

Business Response
Date: 08/23/2024
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# ********. ********************** apologies for any impacts to your client experience. Please kindly note we have shared your additional feedback with our internal partners and will have someone contact you to discuss the matter as soon as possible.
Customer Answer
Date: 08/28/2024
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:

Ever since I've filed the complaint all I get a response that someone from corporate or store & now internal partners will contact you to discuss the matter as soon as possible. But no one ever calls or has emailed to even talk about this issue. Last when I was in the store the manager even refused to disclose the camera footage where they were going to check how was the bracelet handed over to their store?. They are just giving me a runaround so that they should keep the merchandise & also not refund me the money.
It's really shocking that BBB is not taking any action against the business. Every time I get a response from them 4 weeks gave passed.

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

Sincerely,

***************************
Initial Complaint
Date:02/26/2024
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.
A watch bought from Cartier was returned and received by cartier on Feb 6, 2024, while cartier have received the return, However, after multiple emails and calls to them, they have not issued the refund to date. As attached, multiple emails were sent regarding this order #*********, cartier have also been notified of possible lawsuit to be filed as they are deceiving money from consumer by keeping both the money and product and failed to respond as well as failed to refund.Per their website, the product has been listed online for sell since Feb 7, 2024.
Business Response
Date: 02/26/2024
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 sincerely apologize for the delay in the return process for order *********. This piece had to go through our quality control process, which determined that the piece received was not in pristine condition. An accommodation request was submitted and later on approved. We have urgently requested from our internal department, to proceed with the refund.

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