Cartier image

Cartier

Jewelry store Gift shop Fashion accessories store Perfume store Diamond dealer

Luxury brand founded in 1847 specializing in high jewelry, jewelry, timepieces & accessories. People often mention Cartier, store, experience, service, staff, Harrods, time, customer, wait, waiting,


Address

The Fine Jewellery Room, Harrods, London SW1X 7XL, United Kingdom

Website

www.cartier.com

Contact

+44 20 3580 5374

Rating on Google Maps

2.60 (125 reviews)

Open on Google Maps

Working Hours

  • Saturday: 10 am to 9 pm
  • Sunday: 11:30 am to 6 pm
  • Monday: 10 am to 9 pm
  • Tuesday: 10 am to 9 pm
  • Wednesday: 10 am to 9 pm
  • Thursday: 10 am to 9 pm
  • Friday: 10 am to 9 pm

Featured Reviews


Frequently mentioned in reviews: Cartier (31) store (24) experience (21) service (20) staff (19) Harrods (18) time (17) customer (14) wait (13) waiting (12)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 2/5 Mr P. 6 months ago on Google
    As with any Cartier boutique, we expect nothing but an outstanding customer service experience. This boutique in Harrods unfortunately did not fully meet these requirements. There seemed to be an arrogance from staff, which slightly hinders a customers perspective in purchasing an item from here. We entered the store without any formal greeting, the security guard seems to be more interested in observing female passers by. We were in the store for about 10 minutes without any acknowledgement, so we had to approach a very static sales assistant and asked her if we can book an appointment. To her credit, she was very efficient and booked us in for the next available slot and said it would be around 10 minutes. We waited for about 20 minutes (without being offered a seat) before the young lady asked us if we had been seen to and then offered us a seat. This store at the time, had around 3 or 4 sales assistants doing absolutely nothing. There was no engagement at all. I do believe this store needs to strategically consider training methods to their staff to ensure there is a more friendly and forthcoming customer interaction. In addition, when customers walk into the boutique, please ask them if they have an appointment or not, so it clarifies waiting time expectations. (especially to tourists) On a positive note, the service provided by Zahid when purchasing the item was of a high standard. It is a shame about the other staff in the store. Having conversations while customers are in the store is extremely unprofessional practice. Please can you feed this review back to the boutique leadership team.
    5 people found this review helpful 👍

  • 1/5 TAO L. 1 year ago on Google
    Cartier made me realize what racism is. All white people have a place to sit when they are served. We had to stand after waiting for over an hour to be served by indifferent and no smile staff. Such a blatantly racist Cartier must-have feature as a luxury item!
    4 people found this review helpful 👍

  • 1/5 Francesco Q. 7 months ago on Google
    I am very surprised of how disorganized and appalling was your check in process at Harrods today (30/07/23). Andrè was very unhelpful and unpleasant. No greetings, we have been put in a waiting list to be served without any information in term of waiting time despite we asked a few times as we had to leave after 30 min. We have been left standing in the shop without any information or acknowledgment. Eventually we left after 20 min and your team couldn’t look careless. This is unacceptable for a luxury brand. I am sorry to say that this poor customer service is consistent in your shop at Harrods as confirmed in several the reviews and I am surprised that it hasn’t been addressed yet. Very disappointed!
    4 people found this review helpful 👍

  • 1/5 Jennifer A. 5 months ago on Google
    When I had my first baby we visited the Cartier store, as my husband wanted to gift me a special push present gift. We went through a very difficult birth and as well has a the hardship of being a first time mum and dad. After 5month recovery we decided that day we should grab something to eat and my husband said we should go look for something nice for me. We walked into the Cartier store inside Harrods and the (4) staff members stood in a line chatting to each other and they’d didn’t feel approachable. They made eye contact but still spoke to each as ‘who is going to approach us’ this felt like they didn’t seem bothered. I’m not sure why, the store was not busy and only had a few customers. I felt very uncomfortable as I pushed my buggy around and had a quick look inside of the cabinets. Someone did eventually speak to us but the customer service experience was so poor. No body offered me a seat nor my husband. We never been back to the Cartier department, I never felt so horrible walking into a store such a special moment for us and my treat to pick something nice was just left with a horrible memory.
    3 people found this review helpful 👍

  • 1/5 Yinglun H. 1 year ago on Google
    I stood there for more than half an hour to wait for someone who can help me adjust my watch bracelet, but no one came to serve me. I'm not impressed by the after-sales service. Definitely won’t get another watch from this brand.
    3 people found this review helpful 👍

  • 1/5 Priya t. 1 year ago on Google
    The most disgusting service at Cartier in harrods. Their waiting time makes no sense. They serve people who stand on their heads. The online queue is a joke. They blatantly serve people that are pushy and have no regard if you don’t keep harassing them every 5 minutes. I saw so many people be served before me and my number in the digital queue just wouldn’t change. They ruin the experience one expects from luxury shopping. The staff are good. But this queue ruins it all.
    3 people found this review helpful 👍

  • 1/5 Julie S. 6 months ago on Google
    Awful customer service. Obnoxious and arrogant sales staff, zero engagement on arrival. Waited for 30mins to be repeatedly told we were next in line whilst staff stood around chatting and doing absolutely nothing. Do yourselves a favour and buy a nice Rolex instead.
    2 people found this review helpful 👍

  • 1/5 Sanjina K. 5 months ago on Google
    Recently visited on my birthday , it’s my fifth visit to this store and unfortunately it’s disgraceful. The lady on the front desk was arrogant and rude. The store was pretty empty but we were told it’s a 30 minute wait, it was our first visit with our new born and it was a total disappointment. Despite being well dressed it feels as if you’re judged without reason.
    2 people found this review helpful 👍

  • 5/5 kostas 2 years ago on Google
    I would like to add the experience i had at the Cartier boutique at Harrods on 1st May.I had a few appointments with the boutique since i wanted to be sure about the jewelry i like. All of my appointments was with Mrs Khatereh and my experience was outstanding.The second visit she also helped me with my booking to make sure its available for me Even if the boutique was quite busy with long que,she was always bearing with me with patience.She had acknowledgment of all the products and the services provided by the company.Before my payment she double check if i was happy with my bracelet size ,something that i find very professional.I really can't wait to come back and have this experience again...
    2 people found this review helpful 👍

  • 4/5 Arefeh T. 2 years ago on Google
    One of my destinations for shopping gifts for loved ones. I love shopping with Cartier Harrods but recently everything is very slow and I have to queue outside the boutique first for around 30 mins, then when I’m welcomed in, there is another waiting of around one hour, sometimes more. I think it’s clear that they need more staff. It just doesn’t make sense to keep your customers waiting for such long time.
    1 person found this review helpful 👍

  • 1/5 shiraj i. 1 year ago on Google
    I really want to make a purchase from Cartier. So I went to the store in Harrods. I was told that I would have to wait three hours to be served. So I gave my email address and they said they will email me and give me a 10 minute window to return back to the shop. I never received a single email. I also work in dealing with clients and customers. The customer service I received was below par.
    1 person found this review helpful 👍

  • 1/5 ANH J. 1 year ago on Google
    Very disappointed with the service! This is my third time waiting at the Cartier store for over 40 minutes, even though I booked an appointment in advance. I kept asking how long I would need to wait as I needed to go to my daughter’s birthday party. The staff kept telling me that I would be seen in the next 5-10mins and it was only after I was about to leave some 40mins later I was finally served. They have to improve the customer service as it is not getting any better and it’s not good to keep wasting people’s time like this.
    1 person found this review helpful 👍

  • 1/5 Shazzad R. 1 year ago on Google
    - 20 min before closing - visiting from usa. Leaving a day later - wife knew exactly what she wanted buy. - they will not sell to her because it’s ONLY 20 minutes before closing! Oh my sales team need to go home! -their message was essentially, “ please leave, and yes leave UK, without buying the bracelet. You’re not worth it”
    1 person found this review helpful 👍

  • 1/5 DShogs 1 year ago on Google
    Terrible experience in Harrods, clear they only wish to serve a particular look of customers in terms of skin colour. Victoria was extremely reluctant to offer assistant or even hear me out on my questions around a purchase I wanted to make. Kept walking away mid sentence! Will not be going back and do not recommend anyone of colour to shop there.
    1 person found this review helpful 👍

  • 5/5 Lorraine S. 6 months ago on Google
    Leaving a 5 star review specifically for Leila at Cartier, Harrods. I arrived late in the evening and with no appointment…after a wait, she attended to us in the most professional, pleasant manner. Extremely passionate about the brand. Informative around the history of Cartier, and of the individual pieces. Was offered refreshments. Did not feel pressurised in the slightest. In fact she said she wanted me to be 100% sure. I happy to say I left with my just un clous bracelet. Also she gave size and product details of another piece to my husband, so he has them for Christmas ideas. If you are making an appointment I recommend requesting Leila, and best to leave yourself plenty of time to make the most of consultation. Delighted with my experience

  • 1/5 Aliysha N. 2 months ago on Google New
    Sadly a bad experience at your this boutique in Harrods and looking at the rest of the reviews I am not alone. I really do feel that if you aren't spending thousands and thousands the store staff really do not care. Left to wait for a very long time in an almost empty store, lots of staff milling around on ipads and chatting. Eventually seen by a surly and rude worker, your staff should be trained better. Having visited the store in Paris and New Bond Street this experience was terrible. I will hopefully have no other encounters at this particular store. Rude, unorganised and haughty staff.

  • 1/5 Gabriella D. 4 months ago on Google
    When visiting to try a watch was greeted by security guards which was lovely! Until… we met the Cartier staff. No one was helping, they were all walking around looking at their i pads, the store was too crowded. For such a high end brand, very disappointing for customer service! One would want to be greeted with a smile, asked if they needed help, offered a drink or possibly to put their coat somewhere. Ended up going elsewhere where the customer service was exquisite!

  • 5/5 ozkan m. 4 months ago on Google
    Do you have any sales person named Alya at Cartier Harrods. Cause someone got in touch with me stating that she works for Cartier and makes some business. Could you please clarify? Thanks

  • 5/5 kaleeta s. 1 year ago on Google
    Great experience today with Florian, he made us feel very welcomed and accommodated all Of Our needs, making the experience my best one at Cartier in years.

  • 1/5 Harris 4 months ago on Google
    Purchased 4 Cartier items in late 2021. Wasn't provided with authenticity certificates for ANY of the items. Massive error on sales clerk's behalf, now seem to be dodging the issue. Was in touch with Cartier Customer Service two weeks ago saying correspondence from Cartier in Harrods would be received in two working days. No such luck. Contacted twice again, both last week and this week. No correspondence received. Highly recommend you take your business elsewhere as this branch is clearly not focused on client satisfaction, despite spending thousands of pounds on their products. If I could give 0 stars I would.

  • 5/5 Fifi X. 2 years ago on Google
    Friendly store, was served by Khatereh who was kind and helpful when i had purchased the wrong size ring we was able to get the right size. Khatereh was of great assistance and very friendly thank you!! Will be back soon.

  • 5/5 Nameesha S. 1 year ago on Google
    Shaun was fantastic - very patient and friendly and he listened to all my requests. Thanks to Lara for organising the appointment too. No hesitation in recommending this store, brilliant experience overall.

  • 5/5 Sareeta V. 1 year ago on Google
    My dad had picked a Love Collection ring for my birthday with the help of Zahid and Asma without my knowledge or my ring size. I was absolutely shocked that they got it spot on! And they knew what I’d prefer in terms of style of ring. It was my first piece of jewellery from Cartier. I cannot recommend both Zahid and Asma enough! It’s not only the piece that is beautiful but the service makes the experience one to remember! It’s something that takes time :) and really should be appreciated. They were very helpful, polite, patient and intuitive as to what I would like to wear. You have a customer for life!

  • 2/5 Barra 1 year ago on Google
    After being turned away at the door to be put on a waiting list, was told to await a text message confirming our appointment and to arrive within 10 minutes of this being sent. 50 minutes later we received the text, and on returning to the store we were finally let into the concession, however were told that we still had to wait yet again for a sales person to become available and were offered a seat and refreshments. After more waiting and no assistance in sight, we decided to leave. All the wasted time leaves a terrible impression on the brand and makes us as customers feel that our time is worthless and our decision to purchase from Cartier was possibly the wrong one. The only reason this wasn’t one star was because we were offered drinks.

  • 5/5 Tom J. 1 year ago on Google
    What a truly amazing experience!! I went in with my Husband to find him a birthday present. Service was brilliant from start to finish. We had to go back due to the bracelet not being in stock, but everything from communication to service was impeccable!!

  • 5/5 Nadiah Abdul L. 1 year ago on Google
    Although did not know we had to book in advance, we waited the 2 hours. We were kindly greeted, welcomed and did end up purchasing one of our wedding bands here. Only 1 improvement is they could probably offer to call to tell you, they are ready for you, rather than take your email which resulted in us refreshing the email every 5 minutes, for the update status of our appointment.

  • 2/5 Martin M. 4 years ago on Google
    Have to wait for a long time at peak times. They Dont have staff to help you know when you know what you want to buy and leave . Be warned . Beside that when you are being seen they treat you amazingly.. the staffs are wonderful and extremely helpful. 2 stars for the waiting timesand lack of staff .

  • 1/5 Simona Di M. 2 years ago on Google
    The worst experience I had in a retailer supposed to be luxury! First time I went in I asked for a specific item and I was told “we don’t do anything like this unfortunately” then I found EXACTLY what I was looking for on the website. On the same day they ordered me a necklace that was supposed to come the following day and then called me one hour before my appointment to say that the necklace I ordered had been sold. I anyway went back and been told would be few minutes and I ended up standing outside for 45 MINUTES! If I wasn’t too late to get the gift I need I would have definitely left! This is now anyway my absolute last time in this store.

  • 5/5 Karina That’s i. 2 years ago on Google
    Great branch.Very helpful staff.Especially Zahid provided great customer service and was really friendly.My first experience in this shop was awesome so I will be back in the near future. Update: Today we went to the boutique to make another purchase and we’ve been served by Marina.Very warm and welcome experience.She is a brilliant consultant and provided us the best customer service we could wish for.Thank you so much.

  • 1/5 Justin W. 2 years ago on Google
    An honest review: We went to Cartier Harrods on 9th Aug with the aim to purchase the Gold Love Ring. Upon arrival, we had to wait c.15mins for a staff to help us however they were apologetic about the wait but that was fine. In hindsight, the sales associate we had that day was shockingly unhelpful. She was occasionally on her phone during the process, and missed out important info such as: “Cartier will reduce one ring size once at any point during the ownership”. We were told to check the ring so we did that and there were no visible scratches and the associate also looked at the ring and didn’t flag anything so we had assumed it was ok. We contemplated on the ring size but we were told we can exchange the size of the ring within 14 days. So we purchased it but continued to contemplate on size hence it was not worn for the week. Upon returning today (15/08) with the aim to switch the ring size, we dealt with another sales associate who was helpful. She told us info about Cartier’s after sales care that was omitted when we bought the ring. She also mentioned that the ring had quite a number of scratches that were naked to human eye as she examined under the magnifying glass (the previous associate DID NOT do that), and could be difficult to exchange the size due to scratches! We weren’t told this by the previous associate and certainly would not have been aware of the scratches unless we had a magnifying glass on us. 2 take home messages for all - Inconsistent customer service - not what you’d expect from a luxury brand. You probably get better service from actual Cartier shop instead of one in Harrods. - Take a magnifying glass with you to examine the products before your purchase! Best, Justin

  • 4/5 Simona C. 2 years ago on Google
    As I couldn’t add any comment to my previous review nor add a new one I’m using a different account to share the following of my experience yesterday. I have been in the store today to collect the gift I purchased yesterday and one of the managers was waiting for me to discuss the review I left. I explained in detailed what happened and we clarified the situation. I appreciate the immediate response I had from them and the multiple ways they have apologised for the inconvenience. I do hope my feedback will help them improve and I’m glad we had the opportunity to clarify what happened. I will continue to shop there and I’m sure the experience will be at Cartier’s standards. I also want to officially thank Helena for her impeccable assistance from the beginning. Her personal service was spotless and wasn’t absolutely the problem. I hope I can deal with her again in the future. Thank you. Simona Di Monaco

  • 1/5 Maha O. 2 years ago on Google
    Exactly 45 min wait in Cartier Harrods. Ended up walking away I don’t get why the whole wait. If you are unable to accommodate your clients why open? This lowers the standard of the brand. The security was also extremely rude. Will definitely stop going to Cartier Harrods.

  • 5/5 Carmen A. 2 years ago on Google
    I recently purchased a watch from this Cartier boutique in Harrods for my daughter's 21st Birthday as a surprise gift. I was immensely delighted with the whole experience! Zahid Khoyratty assisted me with the process and allocated more than enough time to make sure I had all the help possible. Despite me having done my own research prior to coming in, Zahid knew exactly how to narrow down my options and help me find the perfect gift for my daughter (seeing as I wanted to surprise her with something she would love, a difficult decision to make when she had no input) I would like to mention that he called in his own assistant to model the different watches and I thought this was very thoughtful of him! A special and warm thank you to Lorena Piciu and her team as well for being so welcoming and caring! I was so impressed by everyone working there and the high level of professionalism and customer service that Cartier Harrods provided. P.S - The watch purchased was the perfect choice for my daughter, she said she would not have picked anything else! Many thanks once again to Zahid!


Call +44 20 3580 5374 Open on Google Maps

Amenities


  • Payments
    • ✓️ Debit cards
    • ✓️ Credit cards
  • Accessibility
    • ✓️ Wheelchair-accessible entrance
  • Service options
    • ✓️ Delivery
    • ✓️ In-store shopping

Trends



Last updated:

Similar Perfume stores nearby

Last updated:
()