Red String

Repair customer service is abysmal, slow, and unresponsive. Repair took 3 weeks longer than quoted, for a 6 week total. Pick up has long lines, between 30 and 90 minutes. If you send someone else to pick up your piece (because you don't have 90 minutes in your busy life), you must first fill out a long form, but it takes days to process. When you call for help, you get someone in another state. When you try to make an appointment so you don't have to wait at all, the next appointment is in 4 weeks. No one replies to email inquiries.

I ended up picking up my item when the store opened at 11:00am on a Wednesday, but the doors did not open until 11:04, and they had a line out front like a nightclub. Once inside, I was the first to check in, yet two other people were called before me.

For paying such high prices for basic watch repair services, they should offer better customer service. Next time my Cartier watch needs repair, I'll go to the local watch repair guy who may not wear a white glove or offer a sparking beverage, but he would offer efficiency for a fraction of the price.