My jeweller sent my watch to Cartier for a link to be fixed, a service and a polish in Early December 2012.
By 12 Feb 2013, when I had still not received it back, after many phone calls and not much response back I was most upset and started rattling some cages.
I was told, so sorry, but they didn't have a part that had to be shipped in! My response was that surely they new about this in Dec already, and why had they not managed my expectations better. They said it was in hand and would be delivered back to Durban the next day. I emailed them and asked them to escalate as thought that Cartier International was informed..."constructive criticism grows service levels etc".
It was delivered the next day. Unfortunately - clearly they had not polished it! I
We called from the store, they apologised profusely "again" and said they would refund a portion of my very hefty bill. I also told them that I was worried about what else was not done... asked for all of this in writing. When I got home they had sent me an email confirming our conversations, cc'ing in managers as I had asked, Then another email arrived questioning this and asking for photos's - I am appalled!!
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