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Dear Katie,
Last year my husband and I celebrated our 30th wedding anniversary by going away to a hotel for the weekend.
While we were in our suite, he presented me with a beautiful gold Cartier love bangle. I took it out of the box and he helped me try it on, using the little screwdriver provided to fasten the screws.
Once it was on my wrist it was quickly apparent that the bracelet was too big, so my husband helped me take it off and I put it back in the box.
My husband got in touch with Selfridges to say he’d like to return it and buy a smaller size. A member of staff replied to him via text and assured him that he’d be getting a refund in a week’s time.
He packaged the bangle and a courier collected it in July last year.
However, he had to chase the refund, and 12 days later he phoned to see what was going on. The next day he received an email saying the bangle was damaged and that we would not be receiving a refund. We were absolutely horrified. The bangle cost £6,500, which is a huge amount of money to us.
Selfridges is saying that when Cartier inspected it, it found tiny scratches and a dent in it, rendering it unsaleable.
We are concerned that this damage could have happened while it was in transit, during the time it was in store before it was inspected, or even before I even opened the box, yet we are being blamed and are expected to foot the bill.
We have been battling for a year for a refund, but we have consistently been told “no”. It just feels so unjust.
We are at a loss as to where to go now and would really appreciate any investigative work you are able to do. We feel there is something seriously amiss with Selfridges’ customer service.
HN, via email
Dear reader,
Bowled over by this grand gesture from your husband, you eagerly tried on the bangle without hesitation.
Love bangles are designed to sit tight around the wearer’s wrist, and are physically screwed on with a tiny metal screwdriver, supposedly to signify “the permanence of true love”, since two people are needed to secure the screws.
Your husband helped you fasten it, but it quickly became clear that you needed a smaller size, you say. He helped you take it off again and you say it was placed straight back in the box, ready for returning.
You say you can’t understand how the bangle could possibly have got scratched during this time, and you sent me photographs and videos of it. They showed a tiny dent near one of the little screws that fastens it, leaving me wondering how it could have come about.
Some reading this may be quick to point the finger at you, however a trawl through Selfridges’ Trustpilot reviews suggests to me that your experience was far from an isolated incident.
I found scores of practically identical complaints about the Cartier love bangle, as well as the matching love ring. Customers adamant that they have only briefly tried on the jewellery, after ordering it online, were also later accused of causing scratches by Cartier’s quality inspectors.
What’s also interesting is that although an unusually high number of these complaints are about items bought online at Selfridges, the issue does not seem to be isolated to the department store.
When I asked Selfridges and Cartier they said it was “not indicative of a wider issue”. I, however, remain unconvinced.
While I can never prove how your bangle got scratched, I have reached a confident conclusion about the bigger picture: these Cartier love bangles are unfit for online sale and, frankly, any retailer happy to sell a £6,500 bracelet to be tried on at home with a metal screwdriver must need their head testing.
Anyone considering buying one should make an appointment in a store where professional jewelers will help them find the right size.
Happily for you, following my involvement, Selfridges has done an about-turn and agreed to refund your husband’s account with £6,500 upon receipt of the bangle, which a courier collected from you yesterday.
Selfridges and Cartier said in a joint statement: “At Selfridges, we want to make sure our customers have the best possible experience which includes – where necessary and in this case – facilitating the returning of an item to one of our brand partners.
“As with any request of this kind, this is subject to the product remaining in a saleable condition and adhering to the criteria for an exchange or refund.
“Cartier strives to provide guidance in helping customers select the best products for them whether purchased online or in-store, emphasising the importance of handling newly received items with care when trying on, to ensure their pristine condition for potential resale, should the need for a return arise.
“While occasional issues are inevitable, rest assured that all concerns are followed up by our Selfridges customer services team to ensure a fair outcome for our customers.”
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