Hudson Yards

You can only truly judge a place like this when you encounter a problem and see how they respond. I had to exchange a bracelet, and there ended up being a small scratch on it. They could have easily turned this into an issue, but instead, they made the exchange one of the most enjoyable experiences I’ve ever had. Thanks, Nico!

If you are planning to visit Cartier at Hudson Yards Mall, you MUST find Ellise!!! She is the best of best SA. From the moment I arrived, she made me feel welcomed with her warm and professional approach. Her deep knowledge, attention to detail, and genuine care made my shopping experience seamless and enjoyable. She went above and beyond to ensure I found the perfect piece. If you're looking for exceptional service, Ellise is the one to see—I’ll definitely be returning!

Purchased a Tank at this store, and the strap started to break after three months of wearing due to poor design and manufacturing. Since I relocated to another country after the purchase, I had to send so many emails and make multiple phone calls to hear back from Cartier. After 4 months of trying to resolve this issue, I was finally informed that I would need to purchase a new leather strap (and wait for 6 months, right?) since this would fall under normal wear and tear. The seller at this store didn't properly advise me that this strap would last this short. Cartier promises products of the "highest quality" and superb customer experience, but it's a real joke. I won't buy Cartier anymore, but if you really want to purchase one, go to a reliable seller and store that would actually listen to your concerns and take action to address them.

I recently took my high jewelry piece, a La Panthere de Cartier watch, to the Cartier Hudson Yards location to have the time adjusted. Yes, I know—classic first-world problem, but hear me out. The watch is a brand-new 18k gold piece I acquired just two weeks ago, and since it requires a specific tool for adjustment, I didn’t want to risk scratching it myself. Spoiler alert: I should’ve just taken my chances at home. Upon arrival, I was greeted by Julio, who seemed pleasant at first. I explained that I needed the time adjusted on my watch. He took the piece and admitted he had never seen such a model before and didn’t know how to adjust it, stating he would ask a colleague for assistance. While I understand it’s not a piece one would see everyday, this should have been my first red flag. He took the watch to the back without taking any photos—something I later learned from Cartier corporate is standard operating procedure for servicing. After a few minutes, Julio returned, claiming his colleague had shown him how to adjust it and that it was "quite easy." He proceeded to work on the watch, pressing the tool with noticeable force on the hinge where the panther bites the watch—another red flag. It took him several attempts to adjust the time. I left the store, feeling like I’d just survived a very bougie ordeal, only to discover later that there was a scratch on the back of the watch, right below the Cartier engraved logo near the serial number. Looks like the tool had slipped and scratched the watch. Cue my dramatic phone call to the store. Julio denied any responsibility, and it became a classic "he said, she said" situation. He then suggested I bring the watch back so he could polish it, I didn’t want to do it, since he already scratched my watch once. He later offered a “one time courtesy” to send the watch in for polishing. But here’s another the issue: polishing a brand-new watch, especially one with intricate details and a serial number, is not recommended by Cartier’s After Care, as it risks damaging the piece further, as I was told by the Cartier Maison today. Did Julio know this? I’m not sure. Now, my brand-new watch is scratched—not from daily wear, but from a visit to a Cartier store where I expected professional service. I fully acknowledge that this is the most privileged problem one could have, but hey, when you’re paying Cartier prices, you expect Cartier-level care. Instead, I got a scratched watch and a lesson in humility. If you’re considering servicing a high-value item at this location, I urge you to think twice. The lack of expertise and adherence to standard procedures here is concerning. As for me, I’ll be over here, mourning my first-world loss. :(

I recently had the pleasure of visiting the Cartier store, where Julio “Jay” provided outstanding assistance in helping choose a ring and a bracelet for my wife’s birthday, making the experience truly memorable. From the moment we walked in, Julio’s warm demeanor and extensive knowledge made us feel welcomed and valued. Additionally, I’d like to thank Margarida for the complimentary drinks, the delicious chocolates, and kids coloring books which added a delightful touch to our visit. I highly recommend seeking out Julio for anyone looking for exceptional service and a memorable shopping experience. Thank you, Julio and Margarita for making our visit so special!