Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Juste Un Clou ring from a person named **** at the Cartier store in ********************, ***** on July 19th. As soon as I got home, the ring was too big, so I immediately contacted **** and exchanged it to the one-size smaller ring on July 26th. After exchanging the ring, I went out briefly wearing the ring for a few hours on Saturday and Sunday. On sunday afternon, I noticed that the back of the ring had become lumpy. I contacted ****, the salesperson in charge, on Sunday night, and went to the store two days later, on Tuesday, to request a refund due to 'a defect in the item,' but they persuaded me they should send it to a Cartier jewelry expert in ******** as the process of the return , and convinced me that a refund would only be possible 'if the cause was identified,' so that Friday Aug 2nd, My husband and I visited the store and gave them the ring. When I gave the ring, **** and the store manager, ****, convinced me that the ring MUST be the problem, saying that both of them have never seen this damaged ring after a few hours, so I returned the ring to them. On August 15th, they contacted me via text message and said that their inspection concluded that there was no problem with the ring, so I could pick it up or ship it to me. She sent a text as if nothing had happened. I was amazed at the audacity of sending a text as if nothing had happened to ask me to pick up that damaged lumpy ring. In the meantime, I applied for a dispute from the card company ****, but it was denied due to their objection. And I applied for a dispute again, but the result is unknown. In this case, do consumers just have to suffer? I received an email from the ******************************************* Operations Manager. However, it was a repeat of what I heard in the store over and over. They dont want to process the refund. All the facts she said were written from Cartier's point of view, and there is no care about the customer and brands quality control issue. Please help me to get a refund.

  Business response

  09/16/2024

  Thank you for the notice.  We worked with the client to explain the condition of the ring as there were heavy signs of wear.  As the piece did not meet our Conditions of Sale, we were unable to grant an exchange for a new.  We continued to work with the client to address a concern of defect in material which was confirmed inaccurate.  We offered the client two possible options, both have been declined. 

  Customer response

  09/17/2024

   
  Complaint: 22204883
  
  I am rejecting this response because:

  It is the opinion of a jewelry expert working at Cartier that the ring does not conform to their standards. Since it is not the opinion of an expert who can give an independent and objective opinion, their opinion cannot be accepted.
  
  Sincerely,
  
  Eunkyeong *****

  Customer response

  09/17/2024

   
  Complaint: 22204883
  
  I am rejecting this response because:

  It is the opinion of a jewelry expert working at Cartier that the ring does not conform to their standards. Since it is not the opinion of an expert who can give an independent and objective opinion, their opinion cannot be accepted.
  
  Sincerely,
  
  Eunkyeong *****

  Business response

  09/28/2024

  Thank you for the opportunity to address.  We can conclude the evaluation of the ring condition is on the basis of evident abrasions and is an objectively based conclusion by jewelry experts. In order to be to Cartier standards, it must be returned in a pristine condition for which this ring was not upon return to Cartier. The analysis of manufacturing issues is also determined objectively,and we can confirm there are no manufacturing or quality issues with this ring,and as a result we are unable to accept this ring under our conditions of sale.

  Customer response

  09/30/2024

   
  Complaint: 22204883
  
  I am rejecting this response because:
  
  Sincerely,
  
  Eunkyeong *****

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