I will never purchase from Cartier again. I had a bracelet sent for a simple complimentary polishing and this is how I received my item. The original box was not sent back with my bracelet. It was packaged in cheap plastic with sticky residue after supposedly being polished. Such negligence is unacceptable especially from a jeweler as “reputable” as Cartier. How are they actually going to send back my item in plastic and not expect someone to be upset? I sent an email regarding the situation and have yet to receive a reply. Go to VCA or Tiffany’s for your high quality jewelry. Cartier will cheap you out even after being a loyal customer for years.

My husband purchased a graduation gift for me from a salesperson named Andrew Daly at a store located on 5th Ave. However, Andrew was not present, so his assistant handled the transaction and sold my husband a ring. On my graduation day, my husband surprised me with the ring, but upon opening it, I noticed that it was visibly scratched and worn. We promptly visited the store to request an exchange, as their policy allows for returns or exchanges within 30 days, and the rings are marked with purchase date codes. Unfortunately, the store refused to accommodate our request and instead placed the blame on my husband for accepting the ring in its initial condition. The store manager, Shelley Ifantis, displayed extreme rudeness and impoliteness, repeatedly refusing to refund or exchange the ring, despite the fact that they sold it in a condition they do not accept for returns. Furthermore, during our conversation, she abruptly left and retreated to her office, taking all the salespersons with her. Another staff member approached us and asked us to leave. This treatment is shocking, as the store not only withheld our money but also displayed a complete lack of respect, refusing to listen or investigate our situation. I am deeply dismayed by this experience. This is one of the worst experiences in life, they ruined my graduation day and I can’t still believe it! If you saw this please advise us!!

Poor quality of service and atmosphere for a luxury flagship. It's hard to find help, and when you can, it's absent-minded and impersonal. They act like they're doing you a favor by interacting with you at all. I waited 45 minutes for the service bar (you are dissuaded from browsing the store during that time), and the experience is not unlike a doctor's waiting room. In the end there were almost no options for leather watch straps, and not a single deployment buckle in stock. I would need to preorder with a lead time of 4 months, and pay up front (final sale, no less) as well. For a leather strap and buckle! It makes no sense. The woman who helped me couldn't be bothered to give me the information I needed, instead suggesting that I take photos on my own. I'd rather visit any Cartier boutique overseas than come back here. Edit: I recently visited multiple Cartier boutiques in Asia and the sales folks at each location all immediately told me that the watch I was looking to swap to a leather band for was not capable of it. I don't know why the employees at the NYC flagship don't know something so fundamental and almost sold me something FINAL SALE that I wouldn't even be able to use. Insanely bad experience. Don't buy from here—they don't deserve your patronage.

It is an impressive building at the intersection of Fifth Avenue and 52nd Street. Especially during the Christmas period it has an impressive decoration.

I purchased a Love bracelet in June with SA Andrew Daly. He was fine during the process but I could already see red flags in his communication skills. When I reserved the bracelet, he did not provide a contact number or email and instead said he would reach out for the final purchase. I had to instead reach out to get his email from someone else and heard from him several days later. When I picked up my bracelet, he gave me an alternative box since he claimed that the Love box was being redesigned. He said he would send me the correct box in September. Fast forward to passed September and he has essentially ghosted me. This is an investment piece for me and I wanted to purchase it from an SA that was knowledgeable and would assist with any future care or maintenance throughout the life of the product. But now I am literally left with a bad taste in my mouth about Cartier in general. He was not the original SA I made an appointment with but was passed off to him even though I confirmed an appointment with another particular SA. I would honestly just avoid this location and definitely the SA if you can. Update: Was contacted and promptly received my box.

It makes me truly sad that I have to put a review for a brand that I truly love and admire. Especially for such an iconic location. The new store looks nicer, but the customer service is a joke. From security to a person who takes appointments to a sales associate. Everyone couldn’t care less about customers. Absolutely horrible communication from every side. I’d assume the staff is new, I had a completely different experience when I bought a watch two years ago. Please, do yourself a favor, and go to Hudson Yards. Miles better experience.

Definitely contact them in advance and make an appointment. Walking right in and expecting service and meaningful attention shouldn't be expected. They only have one bathroom which sucks. I use the same saleswoman for many years and always have a good time here. Definitely worth every penny

My wife and I planned a trip to NYC to visit the boutique with the purpose of exploring purchase. We made an appointment to ensure that we would receive the appropriate experience. We arrived on time for the appointment and checked in, and the experience from there felt little like the luxury experience that we expected. In my opinion, the sales associate acted within the parameters of her training, so, I am not blaming her. My claim is that the experience we received resembled what I would have expected at Pandora (not meant to insult Pandora). We felt as if we were being cycled. My recommendation is that you guys study VCA down the Avenue to better understand how to deliver a luxury experience.

I always had a wonderful experience here with SaraLee prior to her departure and referenced a couple friends to this location. Unfortunately I recently handed in a simple trinity bracelet for repair - and my experience has been unsatisfactory. Cartier doesn’t reply to emails so I had to call in twice to just to follow up on quotes, payments and simple updates. It shouldn’t take this much effort and 7 weeks to get a response.

This store is pure beauty. It’s not my style, but I really appreciate the craftsmanship and taste that created this flagship store. I also found the staff very friendly and helpful, even though I did not spend thousands of dollars. Which would have been very easy :)

Our absolute fav boutique in the city. We love visiting Cartier Mansion whenever we have a reason to celebrate. Cartier Mansion is one of the most iconic boutiques on the Fifth Avenue. You will not miss it <3 Everyone at the Cartier store are super helpful and always eager to assist their customers. Superb hospitality. Definitely worth making a visit if you are visiting New York!

We scheduled an engagement ring appointment, and it lasted 10 minutes from start to finish. No introduction from the staff, no seats offered, staff hurriedly placed a few rings on the counter, and then asked if there was anything else. Disappointed with the level of service for a flagship, especially when Tiffany’s offered a full hour appointment to really understand their clients. I suppose if fast food service speed is what you want, come here

As someone who has worked in the luxury retail industry for many years, I tend to be very understanding of a lapse in customer experience every now and then. However, the service here is actually laughable. The first time I arrived, I waited an hour to be told that I couldn’t order a strap without the watch. I was shocked that Cartier doesn’t have a database with this information like every other major watch company (Rolex and Patek being the first brands that come to mind), but I got over it. The second time I came, I waited over two hours to order said strap with an ETA of 12-16 weeks. Because I know Cartier tends to take at least six months for strap orders, I even confirmed with the service consultant if she thought this was possible and she said yes. After 16 weeks had passed, I asked for an updated ETA. I received an email that she had reached out and would let me know. I followed up a month later, no response. I followed up another month later to FINALLY find out my strap has arrived six months later. I let her know I would be in the next day in the afternoon, and she assured me that my strap would be ready and waiting for me. I just waited almost an hour and a half for a three minute strap handover. A strap that was fully paid for! To top it all off, after waiting an hour and a half, I’m asked to wait another 30 minutes to try on a watch! I genuinely have no idea how this location makes money when everything takes hours. I had every intention of ordering another strap as well as purchasing a watch for my partner, but I’ll take my business elsewhere.

This iconic Cartier location speaks for itself. The service provided here is very impressive. Attentive, knowledgeable, and helpful staff. The first floor boutique is cool. The 4th floor is a sit down lounge for appointments and repairs. If you’re serious about a purchase, make an appointment in advance.

Beautiful store. Service and repairs is on the 4th floor. For Friday and Saturday an appointment is recommended. Jewelry can be deep cleaned while you wait. Repairs take 2-3 weeks. The coffee is good.

Great product and great service! My favorite store! Best place for daily jewelry and wedding ring! Their products are so pretty and durable! Great quality! The sales associates are very kind and professional, they are always very patient to guide you to explore want you really want. Always very satisfied with the product purchased from here!

Had a great first experience here at Cartier. Our advisor Ayanna was caring and welcoming. It is a calm atmosphere in this boutique and I enjoyed that. We were given complimentary beverages and chocolates while we waited for our SA.

We were here recently to purchase the love ring from New Jersey. The store is simply magnificent. Jacob in the store is so sweet and quick. He texted us the day before to know the details of our visit to make everything goes easy and also explained the history of the gorgeous building. I highly recommend this location and Jacob if you want to shop anything from Cartier and experience the luxury.

Repair customer service is abysmal, slow, and unresponsive. Repair took 3 weeks longer than quoted, for a 6 week total. Pick up has long lines, between 30 and 90 minutes. If you send someone else to pick up your piece (because you don't have 90 minutes in your busy life), you must first fill out a long form, but it takes days to process. When you call for help, you get someone in another state. When you try to make an appointment so you don't have to wait at all, the next appointment is in 4 weeks. No one replies to email inquiries. I ended up picking up my item when the store opened at 11:00am on a Wednesday, but the doors did not open until 11:04, and they had a line out front like a nightclub. Once inside, I was the first to check in, yet two other people were called before me. For paying such high prices for basic watch repair services, they should offer better customer service. Next time my Cartier watch needs repair, I'll go to the local watch repair guy who may not wear a white glove or offer a sparking beverage, but he would offer efficiency for a fraction of the price.

Long time customer at the flagship store it has been a while since I have not walked in. I am in the market for the new mid size Santos in green . I was greeted by a hostess very reflective to a restaurant one. She ask for my name phone number just liked that I was stung. I ask her were are the watches years ago the collection was in the cases. I was ready to leave fed up when the hostess approached me. Then I got?? A personal representative for my particular need. I felt better I knew what I was looking for. The days of looking around no more. The staff very disconnected not friendly like the past. Things change I get it. I miss the touch and poetics once this boutique had.

I wanted to take a moment to express my sincere appreciation for the exceptional service Zorana provided me during my recent visit. Her knowledge and expertise in the field of jewelry made my shopping experience an absolute pleasure. Her friendly and approachable demeanor made me feel comfortable, and her patience as I browsed through the exquisite pieces was truly admirable. She took the time to listen to my preferences and provided me with valuable advice and suggestions, which ultimately helped me select the perfect piece of jewelry that I had been searching for. Her attention to detail was remarkable, and she demonstrated a genuine interest in ensuring that my needs were met. I was particularly impressed by her ability to offer a personalized shopping experience. Her professionalism and commitment to providing exceptional customer service did not go unnoticed. She went above and beyond to exceed my expectations. I will not hesitate to recommend Zorana Fabre to my friends and family and definitely come back.

I’ve been helped by two amazing associates at this store: Jason and Jacob. Let me start with Jason, he helped me find a beautiful watch for my wife. He is very communicative and sets great expectations. At the time, it was a hard-to-find item, but Jason worked very well to help me find the perfect birthday gift. And his after-sale manners are spotless! He’s kept in touch and sent over a few catalogues, you can definitely tell Jason’s priority is to build a relationship with his customers. As for Jacob, he helped me in my search for an engagement ring, and later on my wedding band (she said yes!). Jacob is another testament of how Cartier prioritizes hiring top-notch associates. Jacob taught me a lot during my search, which stood in stark contrast with my experience at Tiffany’s. Jacob was patient, dedicated his time to teach me and inform me so I could make the best decision, I’d be generous to say that I got 5% the attention at Tiffany’s. Great service! Keep up the good work and amazing culture at the boutique!

Jose Nieves assisted me and was amazing. I knew what I wanted even before I walked into the store and he sat with me and helped me pick the perfect size and was very patient with me. Definitely recommend booking an appointment and book with Jose 👍🏼

We have been paired with an associate named Admira. She is very helpful and patient. We are able to let her know what we want to see in advance and she has the items ready. The store can be uncomfortably hot and crowded. I suggest booking an appointment in advance so you don’t wait on a line. The store in Milan is larger and more comfortable with more seating options. The 5th Avenue store sometimes can take a while to check out but you are always offered a beverage or chocolate while you wait. If you need privacy you can request a room in advance.

I popped in today to ask if the ladies 28mm Rounde watch was still available and if so what was its current price so I could compare it to that of the cost in the UK. As I was dressed for walking and not for dinner with my diamonds on it was very clear from the sales assistant body language that my money wasn’t good enough! He proceeded to inform me they are out of stock and the cost was around $30,000. My response was, pardon…. 2 days ago it was £3200 at Heathrow airport! Perhaps we were talking at cross purposes but I certainly left with the distinct impression my presence wasn’t acceptable…. A pretty woman moment here but sadly Cartier lost out I’ll buy my watch elsewhere

I have a pasha watch that I wear ALL THE TIME. Whenever anything is wrong, they fix it and it is clear they stand behind their product and fix things quickly. Everyone in the store was helpful and pleasant. Thank you for a great experience and fixing my favorite watch so quickly!!

Large selection of jewelry, the only thing I didn’t like was that after choosing a ring, the seller took it with him, this is not pleasant for the buyer. Nobody will steal it. Perhaps they replaced it for me. they should make the purchase in front of me, and not take the jewelry and return with it. There are doubts that the ring could have been changed. Doubts arose.

Make sure you have an APPOINTMENT, and you will have great experience, guaranteed. 👍 Jose is the man! Thank you very much. We will be back.

Timur is the best associate - so attentive, flexible and provide with best and fast service. Always come unexpectedly with last minute appointment and we are always welcome and have best shopping time. Amazing staff, which i would say same for next door VCA. Beautiful historical maison needs separate praise. Thank you, Timur

Great service and a renovated lounge to relax in while waiting for them to service your jewelry. Lovely gifts and perfumes. Make someone you love happy!

Christina So — the most unpleasant person! We had a purchase experience before and it was going to be great. But this time it was quite uncomfortable. No one even offered us water, not to mention the fact that they didn't pack our purchase🤦🏻‍♀️. You need to change the way you think about recruiting staff, and you need to do some training on being nice and friendly ;)

My boyfriend and I visited the Cartier Store at the Hudson Yards on 09/05/21. We only went in to sample the perfume and eventually bought a bottle. The service was off the charts! It was on the level of buying a luxury vehicle. Amazing!

Always the best. Service even better after the renovation. The renovation is amazing, stunning, gorgeous. Luxurious but welcoming at the same time. Brandon helped me at customer service and was the best ever. Everyone on the 4th floor was amazing, actually. Had an appointment and was informed I might be a bit delayed but I had a delicious tea while I waited which was also brought to me during my appointment. Hope to be back soon.

Bought my santos blue dial from here. Enjoyed the boutique, they’re very helpful. Felt very welcome. Special thanks to Walter!

This flagship Cartier store is the pinnacle of customer service for a luxury brand. Every visit has been a pleasant memorable one and we have been very well attended by different associates.

Beautiful place, they always have fresh flowers!😻 Wish I have more money to buy everything they have)) 😂😂

Went to Cartier today to have my watched fixed. Beautiful building on 5th Ave in New York. The staff was super friend. They brought me tea while I waited. The repair took all of ten minutes and o was quickly on my way. Great experience.

Really bad experience with Nenya. She was very very impatient, cold, and had a massive attitude after I noticed a scratch on two bracelets even after I ended up purchasing another bracelet. She was trying to rush me out of the store. Absolutely the most negative and stressful experience I have ever had at a boutique especially after making the time to go in person. I do not recommend this advisor to anyone.

Literally the worst service ever. Had to come here to remove links from my watch and they screwed up 5 times. It’s so simple to remove links from your watch, it’s not rocket science and they messed up 5 separate times. Also they lost the loose metal links that they removed from my watch. The entire ordeal took 2 months. I suggest to go to the Hudson yards location instead. The people who work here are not knowledgeable enough.. sad to hear that Cartier service has significantly declined.