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May 2024 by Niki Lin
Horrible customer service as a luxury brand. Made an appointment at 5:30pm, waited until 6:20pm and the designated sale was still serving other clients… ????? What is this???
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May 2024 by Sherry Arceo
Can’t believe that Cartier has such rude, mean, arrogant, judgmental, unprofessional and even racist sales woman. Terrible experience there, and we both feel uncomfortable, thanks to her, we are going to book Tiffany next corner. I saw so many bad reviews about their service, why they still like that? They didn’t get trained?
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May 2024 by Pablo
Great customer service, friendly staff
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April 2024 by Maksim Sevastianov
Today we had an appointment at the Cartier store in Palo Alto. After we arrived at the store, we waited for a consultant for at least 10 minutes, although the store was completely empty and there were no other customers. The consultants who served us were extremely unprofessional. There was no decency that should correspond to the service of such a store and brand. During our interaction with me and my fiancée, they conversed among themselves in their native language, apparently Chinese, without any regard for us. They only occasionally answered our questions and showed us rings. As a result, we left Cartier and went to the neighboring Tiffany store, where we chose a Tiffany engagement ring instead of Cartier. We had been served first class at Tiffany the previous Friday and received an excellent offer. Our decision was to pause the offer from Tiffany and consider rings from Cartier, which was a mistake. I absolutely do not recommend this store, as the people working there are not professionals and only tarnish the image of the brand with their work.
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March 2024 by A Sai
Very disappointing experience for a premium retailer. We lived several hours away from the boutique and had to come in to get a product that we had ordered online exchanged. When we arrived, we were shuffled around somewhat carelessly. Once the staff member learnt of our request, they began to work through the process of completing the exchange. After several tries and ~30 minutes, they were unable to complete the exchange, blaming it on technical errors with their software that had been causing issues the entire day.
We were frustrated because we had scheduled the appt online, so they could have warned us on the day of our appt before we came that they were experiencing technical difficulties. Instead, they made us travel several hours, come to the boutique and sit through their pathetic attempts to make the exchange work. The staff in general were borderline rude, discourteous, did not offer us beverages as is customary with Cartier, and seemed content with us leaving. Even after telling them we had traveled a long way to be there, the best they could do was to tell us to come again the day after.
Instead, we went to another boutique in the area and got our exchange completed in half the time. If you run a professional high end retailer like Cartier, customer service is everything. If you claim your online and physical presences are one and the same, then act like it.
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March 2024 by Siyuan Yao
The doorkeeper was snobbish. We were deciding at the door when the doorkeeper started saying, “We are expensive.” Lmao, Cartier is an okay brand, but these kinds of employees make the brand seem cheaper.
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March 2024 by Francis D.
Had such an amazing time with our client advisor Andrew! He was patient and knowledgeable about the brand and gave us different options to try on during our visit between jewelry and watches. We knew what we wanted and with some liquid courage and Andrew's amazing service we got the pieces we were eyeing. Thank you Andrew and PA Cartier!
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February 2024 by Daria Samanta
I've been at this location in November. It was a pleasure to get help from Adriana. She helped a lot to choose the right pair of earrings for me. Showed many different styles. My husband and I got offered drinks as well. Beautiful packing
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January 2024 by Porschetech
Amazing experience. Love the staff there. Very professional, helpful and friendly. They definitely know the brand
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January 2024 by Kevin Gonzalez
They are all professionals. I had a little trouble with my online order, but they were able to give me a new piece.
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January 2024 by Pegah Taheri
Two weeks ago, I visited the Cartier boutique in Palo Alto to request a replacement for my damaged strap, purchased six months prior from Valley Fair. Initially, the sales advisor was unhelpful, and after I insisted to speak with the manager, she got my information down.A few hours later the manager (David), reached out to me and he addressed my concerns politely. David requested additional information, acknowledged the damage shouldn’t have happened so early and assured he would resolve the issue. Within days, he contacted me with an offer for a replacement strap. Upon returning to the boutique, David's welcoming and professional demeanor stood out as he delegated the inquiry to a sales advisor, ensuring a diligent resolution. This review is to appreciate David for exceeding expectations and emphasizes the importance of a client-centric approach for all sales advisors.
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January 2024 by Katelyn K.
I stopped by the other day in the evening with my sister. She was looking for an engagement ring that fits her lifestyle. I did not make an appointment and we waited a few minutes before a representative come to help us. While waiting, I asked to see an agenda or pocket planners if they had any. Unfortunately they only had one desk agenda for me to see. I was told to check online, but I wanted to see these in person before purchasing online. Florence came to help us. I told Florence that my sister is looking for a minimal look. Something not flashy. I was looking at wedding bands for my sister but Florence made a suggestion and it was perfect for her! Unfortunately they didn't have inventory for white gold/platinum so she was able to try on rose gold only. We asked for her business card and asked that she write down information on the ring my sister liked. I also asked to try on the love ring for myself. I've never tried these in-person so Florence helped me figure out my size. I ended up loving the mini for my pinky ring. I did not want to give it back after trying it on. I foresee a future purchase! Overall, we had a pleasant experience with Florence. She is patient and well spoken. She did not pressure us to make a purchase. I love it when sales reps are not pushy. I did told her we would be trying on a few items since we did not have a lot of time that day. A pleasant experience, I must say!
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January 2024 by Michael F.
I feel super fancy just writing this review!! Decided to splurge on a gift for my mom who would never ever buy anything for herself, but never stops buying things for her kids and grandkids. Found a watch I thought she would like, gave the store a call and spoke to Adriana. Super nice, told me she didn't have it in stock but would try to get it for me. Got a text a couple of hours later that she would have it in two days. Adriana texted that day that the watch arrived and she would be happy to see me anytime that worked. Dropped by, the store is just so welcoming and surprisingly not pretentious at all!! This is what you would expect from a classic high end French brand (unlike that dumpster fire for label whores, Louis Vuitton). Smooth, easy transaction. The gift wrapping was insane!! Don't know how many more times in my life I'll be going back there, but I loved literally every single aspect of this experience!! Thanks Adriana
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December 2023 by Maria Kryuchkova
I came into the Palo Alto location for a ring that needed to get resized which I bought last year at the San Diego location. The woman helping me in seemed annoyed and short, like she had other things to do although it was early evening and the store was empty. However, the manager (Palo Alto) swooped in and was outstanding. He helped provide suggestions which were different than hers, offered to clean my ring, chatted through how I could get the ring back in a faster method - he was outstanding! Highly recommend working with him directly if you’re in need of help at this location!!
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October 2023 by Viet Nguyen
Wen Wei, the SA at Cartier Palo Alto, went above and beyond to help me choose the perfect jewelry for my wife for our wedding. Her attentive and listening skills made the experience exceptional. Highly recommend her service!
