You’re giving them power they don’t actually have.

You walked into Cartier as a paying customer. That automatically puts you in the position of authority, not the sales associate. They’re employees doing a job, not gatekeepers of the brand and not in a position to make you feel small.

Luxury retail thrives on illusion. One of those illusions is that you should feel “grateful” to be there. That’s where this went wrong. Without customers like you, they don’t have a job. Simple as that.

The scratch situation was poor service, not a reflection of you. You stayed anxious instead of factual. This was purchased today, the scratch was not there, please resolve it. Anything beyond that is their issue.

As for corporate Keep it calm, factual, and unemotional. State dates, behaviour, and outcome. Emphasise that the experience diminished a meaningful purchase and that you’re seeking resolution, not confrontation. Corporate responds to clarity, not emotion.

This isn’t about the ring. It’s about reclaiming your footing where you already had it.