Needed to get a few overseas purchases registered under my Cartier USA account via a jewelry cleaning so came in to do that. Time estimate was 15-20 minutes but everything (Love bracelet and ring cleaning) came back in maybe 5-10 or so. Very easy in and out. Definitely a curated selection of pieces, but was not a busy store at all and can see myself coming here to make purchases vs. Fifth Avenue which gets a little touristy at times. read more

I don't remember the associate's name 100% but I believe it was Aubrey and she was a short Asian woman. The Manager that was working at the time was Oren Agai. I went to SoHo Cartier location to try on a few watches and rings as I wanted to try and compare options from different brands. After trying a watch on the third floor, we moved to the second floor to look at rings. The issue was that specific models and sizes I wanted to try on weren't available. Instead, they brought out different models in sizes, most wouldn't even go past half my finger and then casually told me they could "order the model in my size." How is that supposed to help me make a purchase decision? I couldn't even see what the actual ring would look like on my hand. The colors were off, the size was off, and I had no real sense of how the pieces would look on me. Despite that, there was a clear undertone of pressure to commit. We tried a few but weren't ready to commit so we told the sales associate we'd pass for now and think about it. After that, she walked away without a word so we assumed that she went to put the pieces back and return to us to escort us downstairs. We waited 5-10 minutes but she never came back. We then walked downstairs confused and then we found out that she just moved on to help another client. No request for contact info, no follow-up, and not a single closure of any kind. As we left, we made eye contact but she ignored us and did not say anything. Throughout our entire visit, she carried an attitude and seemed pissed off the entire time and did not smile once. When I told her at the end of our visit that we will pass on for today, she gave an attitude as if helping us was an inconvenience because we didn't pull the trigger on purchasing it today. I called the location afterwards to file a complaint. It took me awhile for them to finally pick up and when I finally talked on the line to Oren, the Manager, and explained that I wanted to report the service and asked for the associate's name, he said that he'll be right back. I waited a little bit and then he just hung up. I've tried calling back multiple times since but got ghosted. A manager who won't even take a call to address a complaint about his own team is frankly the bigger problem. For context, I have purchased Cartier items in the past but not this boutique. I came to this location because other locations were out of the specific models that I wanted to try on. The service at 5th Avenue and Madison was professional and what you would expect at this price point. Soho on the other hand was straight up the worst. Soho is one of the flagship locations for Cartier and I think customers deserve better service and courtesy. Here, you get neither and on top of that, the manager is busy covering up his incompetent sales associates without taking accountability. Save your time and go to the one in 5th Avenue and Madison instead. read more

The service is not the best. They ask your name and email upon arrival and do not explain what it is for. You roam around the store without someone to help you for 15-30 minutes. They should have people wait outside because space is limited. When you do get a sales person you feel rushed. After purchasing there is no follow up. No aftercare instructions. The selection is limited. They do offer free ordering and shipping. They pushed the wrong size on me. The brand value is not appreciated at this store. They cater to a quick sales. read more

Came with my wife looking for wedding bands, sales associate had us sit upstairs and told us they could only show us 2 rings at a time. That's alright, if it's their policy it's ok. However everyone sitting around us were served drinks. In Cartier stores they usually ask you once you are seated. We watched as people came and left, saw multiple rings and jewelry at once, beverages served, and my wife and I just looked at each other wondering when they would ask us if we needed water as the sales associate went up and down getting different rings (2 at a time). Eventually I tell my wife, "Let's go, I'm thirsty." We left for the 5th Ave location, got addressed by name, saw whatever rings we wanted all together (probably like 6 or 7 rings displayed in front of us so we could see the difference. Did soho location think we would steal them if we were given access to more?We are a bit on the younger side) AND before sitting they asked me if we wanted anything to drink. 2 coffees, thank you. Bought 4 rings there so the incredibly polite sales associate could get a big commission. Save your time and go to 5th Ave. 5th Ave outclasses soho location 10000%. Ask for Ergys Dajci. Thank me later. read more

Cartier SoHo - Rings purchased at 5th Ave, NOT SOHO - Accessories Near Me - New York, New York

When you walk into a luxury store like Cartier, especially at their SoHo location, you expect exceptional customer service. Sadly, that's not what we experienced--and it seems we're not alone, based on the many negative reviews I've since found online. What's more frustrating is that management appears to have done nothing to improve the situation. We came in to have an iconic Love bracelet repaired. We were told we'd receive a call with a repair quote within two weeks. After 18 days passed without any contact, we reached out, only to be informed that the bracelet had been returned to the store unfixed. A representative promised to call back with details, but no one did. When I finally went in to pick it up, the store manager casually mentioned that they couldn't fix it at all--no solution, no quote, nothing. For a brand that prides itself on luxury and high standards, their customer service fell woefully short. read more

Went to four jewelry stories including Tiffany's no one wanted to size my ring. Alexia here helped me and was so kind. Thank you so much.

Their customer service does not meet luxury standards--very disappointing and shocking, to say the least. I brought my watch in to have the battery changed, and the sales associate casually tossed it onto the tray. When I asked her to be more careful, she replied, 'It's made of velvet, don't worry.' She then proceeded to toss my watch two more times. I was speechless. Furthermore, she asked me to sign the iPad without explaining what I was signing. When I mentioned that I didn't want to sign anything without knowing what it was for, she responded, 'I'll get you a printed copy after you sign--this is how it's set up.' Needless to say, I will never go back there and would not recommend anyone else to do so either. I just hope I get my watch back, but at this point, who knows. read more

Recently we purchased a ring at Cartier's 5th Ave store. This ring was a gift for our daughter, a graduation gift. As we purchased it without our daughter present, we guessed at the size. When we finally gave the ring to our daughter it was a size too small. Well with graduation and all it's circumstance, we past the 30 day window that Cartier has to exchange. We were in fact 4 days too late. My wife this time took our daughter to the 5th Ave store and requested an exchange for a larger size. She was greeted by a severely undertrained young man who brought the ring to his manager as it was being exchanged past the 30 day window. The manager barked at my wife saying we had passed the exchange deadline of 30 days and he would take it to their jeweler on another floor to evaluate the ring. He came back and said the ring was scratched and dirty and past the exchange deadline and would not allow the exchange. Our daughter had tried it on the day of her graduation and saw it did not fit, promptly put is back in the box. There was no way this ring was either scratched or dirty! If it was scratched or dirty then Cartier sold us defective merchandise. With that my wife called me and after a nasty exchange of words the manager finally agreed to exchange the ring for a larger size. Given that the most valuable thing about Cartier jewelry is the Cartier name, why was this manager so intent upon upsetting my wife and daughter? Seemingly happy to loose a long time customer over this by not initially exchanging the ring for a larger size and basically accusing my wife of being a common criminal trying to exchange what he made out to be a defective ring for a new one? So I say buyer beware even at Cartier. read more

If I bought a 14,000 dollar watch you'd expect them to give you the proper warranty card, even after I called I never received the proper warranty card, don't go here !!! read more

Best service ever for jewelry. They had me put my love bracelet on with my existing stainless steel bracelet, it scratched a little. It's nice to see the little scratches that I have made while wearing it ever since which make it uniquely mine instead of just another one of those bracelets that everybody else can get. The love bracelet for me represents my relationship with my husband and things are not always perfect but I love them the same. read more

This is the WORST Cartier store that I have ever visited in NYC. The Chinese sales associate didn't even introduce herself to us. She just wanted to know why we were at the store. We told her we wanted to see the Tank watches as graduation gift. She took us to the 3rd floor, brought us to the corner display and took out a small and large sized Tank watches to see. There was no mention of sitting somewhere to try on the watches, even though there was a big unoccupied couch beside us, and a large table in the other room. We tried the small and large Tank, but it was either too small or too large, so we asked for medium, which she said she has never seen since the store was opened. There was no suggestion to check other locations or to recommend us other alternatives. We had gotten so much better customer service at Cartier 5th Ave and Hudson Yards. My sales associate at 5th Ave location was very nice to me from Day 1, and that's why I bought so many jewelry pieces from her throughout the years. We visited the SOHO location because it was new and thought the interior design was worth a visit. But sadly, the sale associate was cold and didn't care to have our business. We will bring our business to your other Cartier locations. read more

My fiancé bought me a bracelet in the Boston store which I immediately knew was too big as soon as I put it on. I NEVER wore it. I brought it to the Boca store to do an exchange. The sales person said there were some small scratches but it didn't seem like a big deal, however it was clear from the start that he didn't want to deal with my return. He then told me to try it on next to my watch and diamond bracelets which became intertwined, inevitably scratching the Cartier bracelet. He gave me the hard sell convincing me to keep the size I had which I did. Although, as soon as I left the store I knew it was the wrong decision but I didn't have time to go back. It's the juste un clou and it's so big that the head of the nail flips to the back of my wrist as soon as I move my arm. Any good sales person would know this is not the right size for me. I then took it to the Soho NY store (my local store) to return it and they said it is scratched and they cannot take it back. Of course none of the scratches are visible to the naked eye but if they are truly there then they were absolutely there at the time of purchase and were compounded by trying it on with my diamond bracelets at the direction of the sales person in the Boca location. Despite Soho refusing to do an exchange, I tried on the smaller size bracelet in the boutique. The sales person watched, and approved, as I tried it on next to my diamond bracelets. The Cartier bracelet overlapped and became intertwined with my diamond ones which absolutely caused small scratches. This is what goes on all day long in their stores, customers try on different size pieces next to their existing jewelry inevitably causing scratches which Cartier then sells to other customers. When the customer tries to do a return, Cartier claims the customer scratched the piece and refuses to take it back. The manager at the Soho store promised to get back to me days ago with how they are going to handle this and not only did she never get in touch with me, she will not return my calls. This has been the WORST customer experience I have ever had at any retailer, jewelry or otherwise. They are frauds. Beware of buying Cartier. Also google other reviews. There are hundreds just like this one: complaints with the better business bureau, consumer affairs, trust pilot, Reddit, etc. This is a common practice for them. If you purchase from them make sure you buy the right size because they clearly do not honor their return policy. And NEVER buy gifts from them because they seem to always claim the product is scratched when trying to do an exchange. If this happens to you my advice is to rip them apart with reviews every place you can including social media. And dispute the charge with your credit card company. read more