‘I know the rules’: California woman buys matching rings at Cartier. Then she tries to exchange it the next day. Why is she suddenly being ‘gaslit?’
When you purchase something from a luxury jewelry store, especially when you’re spending thousands of dollars on a single item, there’s a certain level of service you expect to come with it. The prices are high, and the experience is supposed to match that.
According to dentist and TikTok creator Joyce (@joycethedentist), that expectation fell apart after she tried to exchange a ring at Cartier.
In a storytime video that’s now been viewed more than 60,000 times, Joyce describes a tense and frustrating back-and-forth with a salesperson.
What Went Wrong With the Cartier Return?
In the video, Joyce explains that the trip to Cartier started as a sentimental purchase. Her mother wanted to buy matching Love rings for Joyce, her sister, and herself. Joyce picked out a ring but wasn’t fully sure which finger she wanted to wear it on.
“At the time, I was like, ‘Oh, I guess I don’t know if I want it on my ring finger or my middle finger,’” she says. She recalls the salesperson reassuring her that it wouldn’t be a problem. “The guy was like, ‘Well, you can return it within 30 days if you need to.’”
Joyce says she brought the ring home, tried it on briefly, and immediately decided she wanted a different size. She says she put it straight back into the box.
“I know the rules,” she says in the video. “The rules are you can only return it if you don’t wear it.” She even references Bethenny Frankel’s widely discussed Cartier return issue as proof that she understands how strict the brand can be. “So I definitely know the rules. I put it right back in. I did not wear it.”
She Goes To Return It
The next day, Joyce returned to the Cartier store with her family to exchange the ring. The same salesperson assisted her again—though she says he didn’t recognize her at first.
She says things shifted quickly once he examined the ring. “He goes, ‘There’s a scratch on it,’” Joyce recalls. “And I’m like, ‘OK?’”
According to Joyce, the interaction became uncomfortable almost immediately. She describes the salesperson repeatedly insisting the ring had been worn, while she continued to deny it.
“He’s just staring at me,” she says. “And I’m staring at him because I’m like, ‘I didn’t wear the ring. Is there a problem here?’”
Joyce says the salesperson told her flatly that the ring could not be returned because of the scratch. “He kept saying, ‘We can’t take this back because it’s clearly been worn,’” she says. “And I kept saying, ‘I didn’t wear the ring.’”
She describes herself growing increasingly upset as the exchange dragged on. “I hate when people tell me I did something that I didn’t do,” she says. “I was literally crashing out.”
Her Husband Steps In
At that point, Joyce’s husband, Byron, stepped in after noticing how tense the situation had become. Joyce says he tried to de-escalate the situation and asked what could be done to move forward, acknowledging Cartier’s policies while backing up her account.
“I wasn’t about to walk away from there being accused of something I just did not do,” Joyce says.
She criticizes the salesperson’s approach, saying she expected him to at least attempt a solution. “Your job is to mediate,” she says. “You can’t just stand there and be like, ‘No.’”
Eventually, Joyce says a manager noticed the situation and intervened. “She takes a look at the ring, and she’s like, ‘OK, we can exchange this,’” Joyce says—right in front of the salesperson who had refused moments earlier.
The sudden reversal left Joyce stunned. “It should never have gotten to this place,” she says. She adds that once the exchange was approved, the original salesperson’s demeanor shifted. “He started smiling and saying, ‘I’m so glad we were able to exchange this for you.’ And I was like, ‘You didn’t do anything. She did.’”
Commenters Share Similar Stories With Cartier
In the comments, other shoppers say Joyce’s experience felt familiar.
“Case in point why I won’t go to Cartier,” one person wrote. “He didn’t want to lose his commission.”
Another commenter shared a nearly identical experience involving earrings. “They said it was used LOL so we couldn’t return,” she wrote. “We basically had to swear over and over that I never wore it.”
Others offered advice they’ve learned the hard way. One person said they now always ask for jewelry still wrapped in protective plastic to ensure it hasn’t been handled or scratched before purchase.
@joycethedentist The gaslighting was real. #cartier #southcoastplaza #crashingout #jewelry ♬ original sound – Joycethedentist
What To Do In Similar Situations
Luxury retailers often maintain strict return policies, particularly for jewelry, where even minor scratches can be grounds for refusal. Consumer advocates generally recommend inspecting items closely before leaving the store, asking for written confirmation of return terms, and documenting the condition of high-value purchases as soon as possible.
The Mary Sue has reached out to Cartier and Joyce via email for additional information and comment.
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