Van Cleef & Arpels (Palo Alto - Neiman Marcus)

Reviews

• XH

  Xu Han

  6 days ago
  1.0
  reservation only
• CA

  Caleigh Amano

  Feb 28, 2026
  5.0
  We always look forward to visiting the Van Cleef & Arpels Maison when we are in town, and working with Gavin makes the experience truly exceptional. He consistently provides superb service, presenting thoughtfully curated creations that feel personal and intentional. Gavin seamlessly handles every detail, from selection to logistics, and our pieces arrive at our home within days. His attentiveness, knowledge, and warmth make each visit effortless and memorable. The boutique itself is cozy and elegant, creating the perfect setting to discover beautiful pieces. It is always a pleasure shopping with Gavin.
• HT

  Haley Tsutsui

  Jan 21, 2026
  1.0
  Van cleef operates on an appointment only basis. This location is rarely ever busy and their selection to shop is very limited. I have walked in several times to look without an appointment and have been disappointed by the selection every time. Today I came to do a return and the woman explains we only do appointments and we have an appointment at 12. That’s fine, but it was 11:25 and no customers are being helped, you can’t do a return in 30 minutes? she just kept saying we only do appointments - which is absolutely not true. The other times they just let me walk in without an appointment I said I was looking to shop around, so it seems like they were making it difficult for me to do the return. Customer service clearly isn’t a priority at this location. Overall, this location sucks.
• 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.

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