Van Cleef & Arpels (Palo Alto - Neiman Marcus)

Reviews

• TC

  Timothy Cheung

  Dec 21, 2025
  5.0
  I had a great experience at the Van Cleef & Arpels boutique in Palo Alto thanks to Isabel. I asked to be put on the waitlist for help and pretty quickly Isabel called and said she had time in between appointments. I nearly ran over and immediately was treated like a valued customer, even as a first-time visitor. Although I came into the store knowing which piece I wanted to purchase as a gift, I was encouraged to compare a few and she reassured me that I made the right choice, which meant a lot. While there may be mixed reviews, I can only speak to my experience—Isabel’s assistance and her representation of the brand truly made this holiday memorable. This is exactly the level of service you hope for with a luxury brand.
• MT

  Mr. T

  Nov 29, 2025
  1.0
  For a maison built on craftsmanship, legacy, and discretion, I expected a very different standard of care. We’ve owned our Van Cleef earrings for a little over two years. Beautiful pieces, but recently the backs began to loosen—enough that the main earring slipped off three separate times. Clearly not safe to continue wearing. When I reached out to VCA customer support, the guidance was simple: bring the earrings into a boutique for a repair assessment. Not once did they mention the need to purchase replacement backs or any additional charges. At the Palo Alto VCA inside Neiman Marcus, the experience took a sharp turn. The sales associate, Lauren, didn’t take a moment to understand the situation or even examine the issue with any sense of care. She abruptly disappeared to the back, returned with a pair of new earring backs, and stated matter-of-factly that they were not covered—and that we would have to pay $230 for these tiny components. For context: we own Cartier, Shane Co., and other fine jewelry. We have never been placed in this kind of predicament over such a basic functional element. In every other maison we’ve interacted with, safety-related hardware is treated as part of long-term client care. Hearing “that’s not covered” delivered without empathy or explanation felt dismissive and entirely out of step with the brand VCA claims to be. $230 for earring backs—paired with service that felt more transactional than thoughtful—left us genuinely disappointed. Luxury is supposed to reassure, not frustrate. This experience didn’t reflect the spirit or standard that made us choose Van Cleef in the first place.
• CC

  Cici Cao

  Oct 17, 2025
  1.0
  This is the worst experience I’ve ever had in a Van Cleef store, or a jewelry store in general. The security was extremely rude. Told me about how it was reservations only and said there was a waitlist. He then pointed me to a QR code sign and waited for me to fumble for five minutes to try and figure out this online appointment thing (which wouldn’t let me book an apptment). Then it turned out that the waitlist form is held by him and not through that QR code. Then a store associate came and asked about what I wanted…down to a specific product or color. I said I wanted to look at rings and earrings in certain collections, but she seemed unsatisfied that I didn’t know exactly what color or metal I wanted. I didn’t realize that Van Cleef is just a swipe credit card company now. I’ve always been able to try on different pieces and figure out what I liked in the past then purchase, but it seems like unless I knew exactly what I wanted and pay, they didn’t want to cater to me as a customer. This store is literally the worst.
• EL

  Everette Li

  Sep 22, 2025
  1.0
  看们小哥脑子可爱
• JY

  Jiyean Yoo

  Sep 19, 2025
  5.0
  I'm very impressed with Isabel. I couldn't believe how quickly and efficiently she was able to find the piece that no other SAs could. I was told that I had to be on a waitlist for 1-1.5 year for this specific bracelet. I'm so happy that Van Cleef connected me to Isabel and she will be my main SA from now on! I highly recommend you make an appointment with Isabel for your next van cleef shopping experience!

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