Van Cleef & Arpels (Palo Alto - Neiman Marcus)

Reviews

• HH

  HT

  Jul 1, 2026
  5.0
  We had a great experience during our recent visit. Our sales associate Isabel was knowledgeable, patient, and never made us feel pressured. She took the time to answer all our questions, explained the different collections clearly, and offered thoughtful recommendations based on what we were looking for instead of trying to sell us something more expensive. We also needed to exchange one of the pieces after our purchase, and she handled everything quickly and made the process seamless. She was always very responsive to our messages and kept us updated throughout, which we really appreciated. Overall, the entire experience was professional, smooth, and enjoyable. We truly appreciated her excellent service and look forward to working with her again.
• DD

  DL

  Jun 27, 2026
  1.0
  I came to the Palo Alto boutique ready to make a purchase, but I will never spend a dime here after the appalling disrespect I received today. Their waitlist system is a complete joke handled in bad faith. They called me twice from an unknown number within a 30-second window, hanging up as I answered the second time. They left no text and no voicemail. I called back instantly—it took four tries before anyone answered, only to be told they had already handed my spot to the person standing next to them. When I escalated this to the manager, Gordon, his insulting, condescending response was, “I’m sorry you didn’t pick up.” The utter lack of accountability and basic courtesy is staggering. Train your staff. You should be ashamed of this abysmal service. You haven't just lost my business; you've lost everyone in my circle.
• JH

  Jocelyn Hao

  Jun 10, 2026
  1.0
  Had my bracelet resized and shipped to me. The shipment delayed and no piece of info had been provided to me throughout the service. From the start of this service, the sale assistant, Lauren, seemed to have problems replying any messages while I was able to reply each of hers. None of the calls have been received or returned during open hours. This store is a no people’s land for distant services.
• TG

  Terry Gao

  Jun 8, 2026
  2.0
  I have to wait here for unknown long waiting time to just return an order.
• LK

  Liza Kolomiiets

  May 31, 2026
  1.0
  They do not deserve even one star. If it were possible, I would give this store zero stars. Terrible service. After two visits to this Palo Alto location, I can confidently say that this is one of the most disrespectful customer experiences I have ever had. At this point, I am no longer surprised by their low rating. Two weeks before my visit, I scheduled an appointment to purchase a specific item. I called in advance, confirmed availability, and specifically requested that the item be ordered for me. In the end, I spent 30 minutes driving each way, waited for the sales associate, only to find out that nobody had ordered the item and it was not available. But the real level of service became clear afterward. Instead of an apology, I was told that I should understand that quantities are limited. Excuse me, but then what is the purpose of appointments, confirmations, and prior arrangements? Just to create the illusion of customer service? What makes this even more remarkable is that this is already my second terrible experience with this particular store. The first time, I wasn’t even allowed inside without an appointment just to browse the collection. After experiences like these, it feels as though customers are viewed as an inconvenience rather than people prepared to spend their money here. The impression left behind is that wasting a customer’s time is treated as perfectly acceptable, while basic courtesy and accountability are optional. If you have the choice, visit any other boutique in the network. At this location, you’re more likely to be treated with indifference and disrespect than receive the level of service a luxury brand is supposed to provide.

Frequently Asked Questions About Van Cleef & Arpels (Palo Alto - Neiman Marcus)