Cartier Fifth Avenue Mansion

Service here is so rude. We came here to buy our wedding bands and our rep treated us so badly and belittled us about sizing and made horrible comments. Avoid at all costs there are other luxury brands that will actually try to make a sale and give you a good customer service experience.

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.

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.

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.

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!

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.

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!!

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.