Cartier solitaire with wrong ring size number engraved?

[transformer]

Hi everyone,

I have just received the Cartier 1985 solitaire engagement ring. However, we noticed that the ring size engraved inside the band is wrong (the band itself seems to be the correct size). He ordered a size 45, but the engraving says size 50. We called a Cartier store, and it also says size 50 in their system. He specifically ordered a "Set for You by Cartier" because he didn't want the ring to be resized. We spoke to the salesperson he bought it from, and he said this is because the stone was taken from a pre-set ring, and when they set the new ring, they have to engrave the original specs that came with the stone instead of the new ring size. This explanation just doesn't make sense to us. We are wondering if anyone with a Cartier 1985 has experienced the same thing?

We really appreciate any input. Thanks!

 

[diamondseeker2006]

Doesn't sound right to me, either. You need to speak with someone else like the manager. Some designer rings have the weight of the stone engraved inside, and obviously that would have to be the case with the stone size. But there is no reason to engrave the old ring size. I would bet money they resized a size 50 ring.

 

[transformer]

Thanks diamondseeker2006!

I called the Cartier headquarter after seeing your reply, and the rep that answered my call said that explanation doesn't sound correct either. They put my inquiry in the system and said someone will be calling me back. I hope someone really does call me back.

Would you suggest I ask them to reset the ring in the correct size, or ask them to simply correct the size engraving on the inside? In other words, is it better to leave the stone in a resized setting? (Cartier said they never resize a 50 down to a 45 because it's too much if a gap.) On the other hand, I'm afraid that resetting the stone means risking damages to the stone during the process?

Thanks so much for your help!

 

[Frenchcut]

Hi Transformer,

I own a Cartier 1895, am very happy with it and so sorry about your sizing issue. From what I understand there are two options:
- your ring is indeed a size 50...they will have to make a new setting for your stone as sizing down a ring from 50 to 45 is not possible. There is no other possibility but to have your stone reset.
- your ring is a size 45 and was mistakenly engraved 50...that should be easy for them to change the engraving

In any case I don't doubt Cartier will gladly help you with your ring. And don't forget to ask them to give you a cleaning kit in case youd didn't get it when you bought the ring...that's the least they can do

PS: in case you already own some Cartier jewellery, bring it back as well when you go back to the store...I think you also deserve a free cleaning of your Cartier bling (they did it for me not long ago, it takes around 20 minutres and makes your jewels look like new again)

 

[Logan Sapphire]

I have a Cartier ring in a size 46; there should be a noticeable size difference btwn a 45 and a 50. What does the ring feel like on your finger? Way too big?

 

[transformer]

Thanks Frenchcut and Logan Sapphire!

The ring feels like a size 45, so I'm really hoping that it's simply a mistake of engraving the wrong number.

 

[transformer]

Hi All,

I just spoke with the store manager, and was told that the ring was resized from a 50 down to a 45. This would probably explain the scratch marks and dents on the underside of the band, which they also brushed off as nothing and said it could be polished easily. She said we were told this at the time or purchase, as well as when we called in for an explanation. We were not told this, and was instead giving the explanation that I stated earlier. She said if we would like a new setting, we would need to pay for it as well as the setting fee.

This is very frustrating and we completely did not expect this type of service from a brand like Cartier. I have already called Customer Service in NY, but was redirected to the store we bought the ring from. What other routes could we take to fix this? Please help ... we are extremely disappointed in this brand.

 

[canuk-gal]

HI:

What is their return policy? Personally I would return it and start again. As much as I love Cartier, their actions here would be insupportable.

cheers--Sharon

 

[ame]

Unacceptable responses. Unacceptable. Do you have paper work that identifies that it was to be made to order? Because that's all I would need to show them. And I would be fighting like all hell for either a full refund or for them to remake it at their own cost.

 

[Frenchcut]

It's not acceptable at all from Cartier, I'm shocked

When my ring was bought last year they looked if a ring was available that would meet our requirements and there was only one, that was two sizes two small (50 and I'm 52...). The SA immediately told me that it was a bad idea to resize it even if it was only 2 sizes two small as it may damage the ring or alter its look. It would have been the same had the ring been too large. She instead stronly advised us to choose the "set for you by Cartier" option: same price and the ring is made on order...

We chose a diamond in their inventory and received the ring 4 weeks later.

Same thing for my husband to be wedding band that we've just bought last week at Cartier. They were not certain his size would be available but they had one ring 1 size too large. They told us that if they couln't locate a ring his size in another store locally they would have it made on order...they never proposed to resize the available ring!

You need to escalate this issue and don't hesitate to write to their local headquarters as well as to the Paris global headquarters (they can read english, don't worry!). They need to know what is done in some of their boutiques and I'm pretty certain that they will also be shocked when they learn about your story.

Fingers crossed a solution can be found soon...

 

[Frenchcut]

You didn't tell us where that happened? Where do you live if that's not too much too ask?

 

[diamondseeker2006]

Well, that is what I expected but am sorry it was not what you had hoped. Since they didn't order you a setting, then I would hope they'd accept a return. I wouldn't really like that. We can help you find a diamond probably of better quality and a custom, handmade Cartier-style setting and save you some money if you decide to go that route.

 

[Christina...]

Its an uncomfortable experience to have to call and complain to someone about service that you've recieved. I think that sometimes we (women in general) are brought up to be polite and accomodating. I say this, because I've allowed people in positions that I assumed to have more knowledge than I, to walk all over me. I knew that I was right, everyone but who I was speaking with knew I was right, but it made me too uncomfortable to insist that they provide me with the service that I paid for that I let it go and then felt bad about myself and what I had purchased.

You're not getting the service that you deserve and paid for here either. The cusomer service rep that you talk to gave you an unacceptable solution to the problem. And your correct in expecting more from a company that prides themselves on their excellence. You paid for that excellence and for the customer experience and you should insist that you get what you paid for. I agree with the other posters that you should NOT settle for a polishing of your existing ring. Your fianance asked for a 'set for you' ring and that is NOT what you got. I would take your reciept back to Cartier and ask the politely ONE time to reset the stone in a size 45, if they refuse then I would submit the ring to them and ask for a full refund and tell them that you will be sure to share your experience with all your friends and family and of course Cartier headquarters....and get their name!

So sorry that this is happening to you at this very exciting time. I'll be anxious to hear how things go! Keep us posted!

 

[Enerchi]

Its an uncomfortable experience to have to call and complain to someone about service that you've recieved. I think that sometimes we (women in general) are brought up to be polite and accomodating. I say this, because I've allowed people in positions that I assumed to have more knowledge than I, to walk all over me. I knew that I was right, everyone but who I was speaking with knew I was right, but it made me too uncomfortable to insist that they provide me with the service that I paid for that I let it go and then felt bad about myself and what I had purchased.

You're not getting the service that you deserve and paid for here either. The cusomer service rep that you talk to gave you an unacceptable solution to the problem. And your correct in expecting more from a company that prides themselves on their excellence. You paid for that excellence and for the customer experience and you should insist that you get what you paid for. I agree with the other posters that you should NOT settle for a polishing of your existing ring. Your fianance asked for a 'set for you' ring and that is NOT what you got. I would take your reciept back to Cartier and ask the politely ONE time to reset the stone in a size 45, if they refuse then I would submit the ring to them and ask for a full refund and tell them that you will be sure to share your experience with all your friends and family and of course Cartier headquarters....and get their name!

So sorry that this is happening to you at this very exciting time. I'll be anxious to hear how things go! Keep us posted!

I agree with all that Christina has said. This is not acceptable service or a reply from a manager. You are buying the name (mainly) and with that name, you are expecting certain levels of expertise and quality. I don't think you received EITHER from them.

Do try to summon up the courage to return to the store and follow up as mentioned above. I wish you the best of success

 

[transformer]

Hi All,

Thank you for all your inputs! We are quite outraged too. The manager has asked us to go in to clear up this 'misunderstanding', which doesn't sound very promising.

Those of you who own a 'Set for You', does your receipt state "Set for You" anywhere? Because we have looked at the receipt we were given, and the item listed is PLATINUM ENGAGEMENT RING DIAMOND, and no where does it say "Set for You". We never would have imagined that the receipt should state otherwise in the first place.

When my fiance placed the order, the sales called and confirmed that this is a Set for You and so there is no return or refund. However, on the invoice, it says "Merchandise must be returned within 30 days ...". (We thought this was just a general statement.)

Cartier only allows return for store credit, but we seriously do not wish to purchase from them again. I really hope there's another solution.

@Frenchcut: This was bought from the boutique in Beverly Hills.

 

[canuk-gal]

HI:

No confrontation necessary. Logic will prevail--you ordered a specific ring in a specific size and what is stated on the ring is not what you ordered and therefore not what you want. And you are unhappy during what is supposed to be a very happy time hence but tell them you have every faith that they will make it right for you because they are Cartier.

Should I fly out and help you? I love Beverly Hills! (and I am not to be trifled with LOL)

cheers--Sharon

 

[ame]

Oh I would be in the store, again, repeatedly, and LOUD AS HELL every time until my situation was resolved to my expectations. They should have made it to order, esp if this was discussed. It sounds like someone in the store promised that service and screwed up and tried to rush something along to cover their a$$!

DO NOT give up on getting what you asked and paid for, or a refund to shop elsewhere.

 

[distracts]

Hi All,

Thank you for all your inputs! We are quite outraged too. The manager has asked us to go in to clear up this 'misunderstanding', which doesn't sound very promising.

Those of you who own a 'Set for You', does your receipt state "Set for You" anywhere? Because we have looked at the receipt we were given, and the item listed is PLATINUM ENGAGEMENT RING DIAMOND, and no where does it say "Set for You". We never would have imagined that the receipt should state otherwise in the first place.

When my fiance placed the order, the sales called and confirmed that this is a Set for You and so there is no return or refund. However, on the invoice, it says "Merchandise must be returned within 30 days ...". (We thought this was just a general statement.)

Cartier only allows return for store credit, but we seriously do not wish to purchase from them again. I really hope there's another solution.

@Frenchcut: This was bought from the boutique in Beverly Hills.

Even though they SAY they only allow return for store credit, demand a full refund anyway, if they will not re-set the ring. And immediately ask for the name and phone number of the manager's district supervisor. Even if the manager cannot authorize a full refund, someone above him will be able to. Stores are more flexible than their policies would bring you to believe, and do not let the policy dissuade you from further action. If you ordered a "set for you," then that is what you should have received, and that is that. It is their mistake and they need to fix it. I hope this gets resolved quickly and as painlessly as possible.

 

[canuk-gal]

HI:

What happened?

chees--Sharon

 

[sapphirering]

I'm sorry that this has happened to you. I had a bad experience with the SF boutique once. But, I did get a refund from the SA who helped me, so refund is definitely doable, and you don't even need a manager for that.

I would suggest staying calm when you speak to them again. The fault is theirs, you don't need to lose your cool. Good luck.

 

[Logan Sapphire]

I hope you get a good resolution!

I have to say- I've purchased two items from Cartier (a watch and a ring) and both times had TERRIBLE customer service. Despite many calls to Cartier, they didn't really care that they had totally screwed things up. So much for their customer service. I hope you have better luck.

 

[motownmama]

I agree to stay calm and try to speak to the most senior level person possible.

 

[transformer]

Hi! Thank you all for all the wonderful suggestions! This forum has been super helpful and friendly in many ways.

I wrote a long email explaining our side of the story to the manager, as well as our disappointment in this brand.

We finally found the time to stop by the boutique today. The original salesperson immediately greeted us with apologies. They took the ring and promised they would make a brand new setting and reset it for us. Although I'm still a little skeptical after this whole incident, both the manager and the salesperson spoke very sincerely. We really hope the problem will be fixed with no more tricks. We were ready to buy our wedding bands from them right before this happened, but I guess we will wait until we get the ring back before deciding if we would ever purchase from Cartier again.

Once again, thank you all for the support! You guys are awesome!

 

[Frenchcut]

It's great to hear from you again with some good news, fingers crossed that the ring comes back as it should have been right from the start: brand new and beautiful

Let us know about your ring once you get it...it's a beautiful and timeless style, I'm certain you will love more each day once it's on your finger!

Frenchcut

PS: I would still write to Cartier headquarters in the US and in Paris to let them know of your "aventures"...it may help avoiding this happening to others and you shouldn't have had to complain about your ring in the first place.
PPS: congratulations for your engagement and wedding to come.

 

[canuk-gal]

HI:

Glad you came back to tell us the progress! Look forward to seeing your ring and handshots!

cheers--Sharon

 

[motownmama]

Good for you - even though there was this problem it seemed that you REALLY wanted this lovely ring!