When you buy a luxury product, you probably expect luxury service.
Unfortunately, this isn’t always the case. Luxury retailers can be known for their snobbishness or inattention to customers whom they believe won’t be buying a high-end product, as several internet users have documented. Additionally, luxury doesn’t always mean high-quality, and industry analysts have noted that the quality of many luxury goods has declined substantially in recent years.
Despite this, many people still choose to buy luxury products. The mother of TikTok user Courtney White (@courthousecouture) is one of those people. However, a recent incident has her questioning her relationship with a major luxury fashion house.
What Went Wrong With This Cartier Bracelet?
According to White (@courthousecouture) in a video with over 35,000 views, her mother purchased a Cartier Love bracelet from a New York Cartier store in 2023. White says the bracelet was over $5,000 at the time of purchase.
Two years later, her mother decided that she wanted to remove it. While Cartier provides a tool to do so, White says that the tool did not work. So, she and her mother went to the Houston Cartier location to have them remove the bracelet.
“They’re able to pull the Cartier bracelet off her wrist,” White recalls. “They said, ‘We will fix it. No problem.’”
There were, in fact, going to be problems.
Why Did Cartier Try To Charge This Woman?
After they removed the bracelet, they then informed White’s mother that it was “beyond repair.” In order to replace it, they would need an additional $1,800.
“Are you kidding me?” White asks. “You have to be kidding me.”
White says that this behavior is part of the reason why some have stopped shopping at luxury retailers. She adds that she’s “never had an issue with my David Yurman bracelets.”
In a follow-up video, she adds that this is a trend she’s noted amongst luxury brands.
“Cartier isn’t the only brand doing this. I really need people to understand other brands are doing this,” she says. “I just think customer service is no longer viewed the same way anymore, and that’s sad.”
There Is An Update
In another follow-up video, White says that her mother ended up calling the Cartier store in New York and explaining what happened. According to White, the store agreed that the Houston location’s assessment of cost was incorrect and that the bracelet should not have this damage after just two years.
When she later returned to the Houston store, the location now said that it could replace her bracelet free of charge.
“Thank you to the person in the Houston store who made my mom’s day, who gave her your private cell phone, ensured that she gets a brand new beautiful Cartier bracelet,” the TikToker states.
@courthousecouture My mom’s @Cartier love bracelet is BROKEN!!!! ? #courthousecouture #cartier #cartierlove #cartierlovebracelet #qualityissues ♬ Chopin Nocturne No.2 Op.9-2(1391533) – 314P
Commenters Are Sick Of Luxury Lies
In the comments section, users expressed their frustration with luxury brands that don’t offer luxurious experiences while still commanding high price tags.
“Hermes charging $35 for 2 day shipping,” shared a commenter. “Like you can’t get the $2k boots overnighted for free??? Wdym.”
“Tiffany wanted $500 to replace a battery and a mechanism. Local jeweler charged $100,” said another.
“Because now sis it’s no longer about where you shop ( no matter the amount spent ) it’s WHO is shopping,” alleged a third. “They only care if it’s the big influencer and celebrity! It’s so sad!”
The Mary Sue reached out to White via Instagram DM and website contact form, and Cartier via email.
Have a tip we should know? [email protected]
