Van Cleef & Arpels (Palo Alto - Neiman Marcus) - Palo Alto (CA)

1 /5 Nan Hong: This is the worst Van Cleef store. Avoid at all cost. I had my bracelet resized there, it was resized wrong (by Lauren) and the store said I needed to pay to get it sized to my correct size. I would have to wait for the director to approve an appointment and “see” if they could accommodate to my correct size and if not I would have to pay out of pocket (for their mistake). Considering this store has limited appointments already, they continue to waste my time. Absolutely ridiculous for a $15k bracelet. I went to the Vegas store during a conference and they let me resize for free even though it was the Palo Alto store that made the mistake.

5 /5 Teresa: I had the best experience at this store due to Lauren. She helped me size my necklace & texted me & made my appointment to come back to pick it up. At pickup she showed me a bunch of other jewelry I was interested in. She was so kind and patient going over how long certain jewelry they didn’t have in store would take to come in. I originally went in for earrings which I purchased & when I was about to leave I saw another bracelet that caught my eye. I tried it on & quickly decided I needed it!! Lauren quickly rang me up and I was on my way. When I go back to shop I will always ask for Lauren as my sales associate. She’s kind, knowledgeable, down to earth & patient!!! Thanks Lauren!

5 /5 Teresa Gee: Another really great experience at the Palo Alto location with SA Didi!!! Didi sold me my Onyx bracelet a few weeks ago. She then helped me this week with an exchange and ordered me the 10 motif necklace in gold!! It takes about 3-4 months to come in! I can not wait to get the text from Didi saying my necklace came in!! Didi is super kind and patient just like Lauren! She has great taste in jewelry and is super knowledgeable about the jewelry too! I really like that VCA is by appointment only because they take their time with each customers needs without making us feel rushed or juggling other customers while trying to help you. What a great staff the Palo Alto location has! I cant wait to return!

1 /5 Helen Zhou: We had an appointment at the PA Van Cleef between 1:30–2:00 PM and arrived at around 1:45. To our surprise, we were told they wouldn’t take us because the sales associate had gone on a break “by law” and the next client had already arrived. We asked politely if we could still be helped quickly (we only needed about 15 minutes), but they flat-out refused and wouldn’t even let us in. The man who spoke to us (a guy with glasses) was incredibly rude and condescending — not the kind of behavior you’d expect from a luxury brand. What was most unacceptable is that the associate went on break during our scheduled appointment time. That shows total disregard for customers time and for basic customer service. For a brand that prides itself on exclusivity and experience, this was one of the most disappointing and unprofessional encounters I’ve ever had. We won’t be returning.

5 /5 Diana Peterson: From the moment I stepped into the Van Cleef & Arpels boutique, I was greeted with warmth, elegance, and genuine hospitality. What truly elevated my experience, however, were Lauren and Gavin—an incredible duo who made every moment feel thoughtful, seamless, and personalized. Lauren and Gavin were incredibly knowledgeable and kind. Both walked me through each piece with such care and enthusiasm, helping me find exactly what I was looking for without ever making me feel rushed or pressured. Together, they created a welcoming and luxurious environment where I felt completely taken care of. What stood out most was how communicative and responsive both Lauren and Gavin were throughout the entire process. They kept me in the loop with regular updates on the status of my pieces, which I really appreciated—it gave me peace of mind and made me feel like a valued client every step of the way. If you’re looking for not just beautiful jewelry but a truly elevated and memorable experience, I can’t recommend Lauren and Gavin enough. Van Cleef is known for timeless elegance, and their level of service exceeded every expectation.