Van Cleef & Arpels💍 — Local services in Beverly Hills

Overall customer experience with the boutique was unpleasant and frustrating at all stages.

I live in Seattle, so the closest boutique to us is in Vancouver, Canada. We visited the store in person, but they had minimal inventory, so we did not buy anything. Instead, I was suggested to call a store in the US and order "online." So I did it through the boutique in Beverly Hills, CA. I was always working with the same associate (let's name her 'Associate').

Here is a summary of my journey with the boutique: First, Associate sent me a link with the wrong payment amount to pre-order the item (it was large size instead of medium). The "CONDITIONS OF SALE" document that I received after completing the first payment stated that I could get a full refund if I decided to return the order. Still, the receipt that Associate sent me said I couldn't refund the purchase but could get a credit. I've tried to clarify this question with her, and she instructed me that a refund is impossible (that was not true, but I decided to bypass this fact at that time). I completed the second payment in some weeks and received the item soon. To my great regret, the stone in one of the earrings was loosely coupled. I could hear how it was moving when I shacked the item. I decided to call the boutique but unintentionally dialed the number for the boutique in San Francisco, CA. I talked to a nice person who confirmed that such a thing is not expected and explained my options (including sending the item for repair or getting a refund and requesting a new pair of earrings). He strongly suggested me to do NOT repair the product as it was brand new. Then I realized I was calling the wrong boutique and reached out to the store at Beverly Hills. I talked to someone at the Beverly Hills boutique and explained the case. I asked them to send me the return shipping label and was convinced I would get it. I've not received any updates from the boutique on this day. The following day, I wrote to Associate asking me to email the return label. She called and tried to convince me that the item was OK and acceptable to have the moving stone. I referenced the talk with another boutique, but she insisted that having a loosely coupled stone is fine. At the same time, she agreed to replace the earrings and make sure that the stones fit perfectly when she got the new pair. I asked for a refund. She issued the refund as "an exception" to their regular policy... Then it took me another 4 days (!!!) to get the return label emailed. I called the boutique multiple times and finally found someone who helped me email the label (it was not Associate). I sent the product back and wrote about it to Associate. She immediately replied that she had issued the refund and attached the receipt. 8 days (!!!) later, I checked the account, and the refund was not there. I wrote to Associate asking to verify the refund state, but she instructed me to contact my bank. So I did. They confirmed that there is no pending transaction to my account from the boutique and suggested contacting the vendor. I called the store and explained the situation. I was told that Associate would contact me on this matter. I wrote to her the following day and asked her to validate the refund state. She added an Operational Manager to the thread who confirmed that there was an issue with my refund, she fixed it, and I should receive the money back in 5 days. Fingers crossed :)

P.S. I've started a dispute on the transactions with my bank as I don't trust the Van Cleef team anymore and want my money back ASAP. This is the worst customer service that I've ever...

Drove a long distance to buy a Mother’s Day gift for my wife. Not only did I waste my time, but I also lost hope in this brand. I tried to call ahead of time to get an appointment, and of course they still haven’t fixed the phone issue that many reviews are complaining about. Why bother having a phone if you don’t answer it. When I arrived at the store, I had to wait in line just to be asked to place my name on a waiting list. I waited two hours and I never received a call. I checked the website and you can’t even book an appointment at the Beverly Hills location. I tiktoked the entire event. Feel free to watch it my username is @officialmurillo. Whatever service rep that replies to these reviews are not doing anything to better their service. They just reply on here to make it seem like they’ll change but they don’t.

Update 2025:

I want to update my review because my most recent experience completely changed my perspective. I came here yesterday and our sales rep, Jay Hernandez, was absolutely amazing.

Looking back, I realize I judged this place harshly because I couldn’t get the item I wanted at the time—but the truth is, that piece is almost impossible to find anywhere. I even went to different countries and still couldn’t get it. We finally purchased the bracelet in Tokyo, but came to the Beverly Hills location to have it properly fitted.

From the moment we arrived, the experience was night and day compared to before. The door person greeted us warmly and asked how they could help (instead of just asking if we had an appointment). We explained we needed a bracelet resized, and that’s when we met Jay.

Jay was kind, professional, and extremely knowledgeable. He assured us the resizing would only take a week. While finishing up, I asked about other bracelets—he showed me the empty drawers, which really drove home how high the demand is for these pieces.

A week later, Jay personally called us to let us know the bracelet was ready. When we returned, he welcomed us back like old friends and even showed my wife some necklaces. His eye for detail and sense of style were incredible—he helped her pick a necklace she absolutely loves.

Jay’s customer service is truly next level, and he completely restored my faith in this brand. Thank you, Jay—you turned what started as frustration into an...

I love this boutique!! I came to Rodeo Drive because I wanted to look for a better VCA shopping experience. I've shopped at the South Coast location, and I very much prefer Rodeo Drive. The only plus with South Coast is the sales tax is cheaper.

Faycal was amazing and he's the boutique manager. If you ever get a chance to work with him, do it. He doesn't pressure you into making any purchases. He just confuses you by showing you things you're going to love lol. He takes the time to get to know you. He is extremely polite and considerate. He even gave me a tour around the boutique and showed me the second floor. AMAZING.

I wish I would have visited this boutique prior to lock down to enjoy more of what they have to offer. Another plus is the security guards aren't breathing down your back so you're more comfortable shopping and looking at pieces in the mirror. At South Coast every time I reached in my purse, the security guard would make it a point to see what I was doing. Totally unnecessary. Rodeo Drive gives you the comfort you need to shop.

The best thing was that the resizing of my Alhambra bracelet only took 3 days! South Coast took 3 weeks with no updates from my SA. I reached out to Faycal about the status of my bracelet and he responded immediately and kept me updated same day. If you meet an SA like this, seriously, you need to keep them! He said that when someone purchases something, they want to wear it right away. So he does his best to get it done for you as fast as he possibly can, so you can enjoy it asap. I can't tell you how much I appreciate that.

I would 100% recommend this boutique. And work...