On May 11th, waited outside for 20 minutes to get in. Fine. Once in, asked to wait for an assosciate, fine. Waited another 20 minutes. Pauline helped us. Pleasant, friendly, knowledgable person. We decided to purchase 2 watches and a wallet. Was taken upstairs to finalize the transacation. We paid. We asked for a drink, as we saw others receiving. Now 1 1/2 hours passed. Fine. Pauline tried to process the duty free paperwork. When it didn't work on her lap top, she said she needs ts go downstairs to use a different computer and be back in 10 minutes. Fine. 30 minutes later, an associate brought the merchandise and left it in front of us. Where was Pauline? At the 45 minute mark, I went searching for the now missing Pauline. I asked the security guard, the only person around as we were left there all this time without a word from a soul. I saw an associate wiz by and asked him to send the Manager. Julie came. We explained our upset, now 50 minutes later, left alone, and told her, we wanted the transacation reversed. She offered us a glass of champagne! We declined and now Pauline arrived, apologizing, stating the computer was stuck. Ok, but why NO communication with ANY update from ANYONE? Left completely alone, now nearly another hour. WOW. Anyone could have been sent to update if not Pauline. Julie tried to offer us now, a bottle of champagne. We were leaving for the USA the next day, plus we felt defeated with no Cartier purchase to celebrate, so we gracefully declined it. We asked them to help order us a cab, as now 2 1/2 later, nothing to show for it, time lost and other committments to take care of, we felt, at the very least, they should pay for the cab. As we left, there were 6 staff waiting around the entrance, no one waiting outside. Any one of them, could hve communicated with us at any time. To add insult to injury, we contacted Cartier through their web site regarding this incident (note their is no box/drop down to file a complaint), plus, I chatted with the live chat, even called yesterday to follow up, and was told, "we were in the system, it's been escalated" and you will hear from us within 24-48 hours, and again, ZERO contact/communication. Needless to say, we won't ever purchase anything Cartier. It's apparent Cartier doesn't like to address complaints. Awful service. No thank you. read more