Van Cleef & Arpels (Palo Alto - Neiman Marcus)

Reviews

• MM

  M

  1 day ago
  1.0
  I was deciding between two sizes, one of which was unavailable in the store. To ensure a correct fit for such a significant purchase, I asked if it would be possible to order both sizes to the boutique so I could try them side-by-side before making my final decision. While I understand and respect that boutiques may have specific inventory or special-order policies, I was shocked by the hostile response from the store manager Dalton. Instead of handling the inquiry with the discretion and elite customer care expected of Van Cleef & Arpels, the manager spoke to me in a remarkably loud, confrontational voice. He lectured me in front of other clients, stating that my request "hurts their business" and aggressively told me that I should not order something with the intention of a return. The manager’s tone was defensive, public, and profoundly rude. Even if a request cannot be accommodated due to store policy, it should be communicated politely and professionally, not via a loud public reprimand that leaves a client feeling unwelcome and insulted.
• DS

  Dharini Shukla

  Sep 26, 2026
  1.0
  Worst luxury experience I have ever had - went (on my birthday) to pick up a resized bracelet that my husband had ordered for me. The sales associate and security person were so rude it was almost comical. My husband texted to ask if we could pick up the order - I was an hour later than she asked him to come. Fair enough, that’s not my scheduled time. But an order pickup takes exactly 45 seconds when you don’t even let the customer sit down, don’t help them put the bracelet on, and don’t help them take it off. 90 second appointment if you include the time she took to tell me that I was late. Exactly why did I need an appointment? Just hand it to me at the door. Not like you were planning to make this a remotely pleasant experience. I got there with my 6 year old, the security person told me I was late and asked me to wait 5-10 mins. I circled back twice in a 20 minute span and was told I missed my "appointment" and she needed to work with other customers - at that point, I asked the security person if he or another sales associate could just hand me the order. He said no. On my third circle back, they finally let us in, and the sales associate opened with "I can't give you the order if your husband isn't here because it's his order, and also you were supposed to be here an hour ago." I told her I had the purchase receipt, and she responded with "well it's supposed to be delivered to the person that purchased it, but ok I can get it". I told her that I was just trying to pick up the bracelet and that it was my birthday and I didn't appreciate the rudeness. She responded with “oh… ok” and then walked away in a huff without saying anything. I then tried to leave, and the security person told me I couldn't leave without signing - maybe the sales associate should tell me that? When she returned, I asked to speak to her manager and she told me he was busy assisting other customers. I asked her to take my name and phone number down, naturally he has not bothered to follow up. I told her very sternly that her treatment of a customer was rude and unacceptable, and she rolled her eyes at me. At that point, I also pointed that she was pretty rude and dismissive when we were there 2 weeks ago to get the bracelet fitted for resizing in the first place - I chalked up her rudeness that day to both of my young kids being with us and being noisy. I asked to look at a necklace that day and she told me she didn't have time to show me other pieces because she had appointments. At other stores, the service experience is SO good, that I’m often left wanting to buy more just bc the sales associates are so lovely. In this case, I don’t want to wear the bracelet that my husband lovingly bought and would prefer to return it if I could. Half the fun of luxury shopping is the store experience, and this one was unforgettably bad. VCA PA - here’s a tip. When a customer asks that you not be rude and tells you it’s their bday, maybe try to be polite instead of rolling your eyes at them and storming away. Treating a customer like they’re lucky to be allowed to buy from you is obnoxious. Will never shop at this store again, and I’ll think twice (or more) before engaging with VCA at all.
• DG

  Doris Guo

  Jul 17, 2026
  1.0
  Require half hour appointment for 2mins necklace clean
• 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.

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