Van Cleef & Arpels (Palo Alto - Neiman Marcus) — Local services in Palo Alto

I recently had a horrendous experience with the Van Cleef store at Stanford Mall that I feel compelled to share. After calling to confirm the availability of the Alhambra earrings and necklace, I was appalled by the utter lack of customer service and empathy displayed by the staff.

Despite being told the items were in stock, I was informed that I couldn't simply drive down to the store to purchase them. Instead, I was forced to make an appointment, with the earliest slot available a full six days after Valentine’s Day. This complete disregard for accommodating a regular client's simple request to pick up a gift for my wife left me shocked and dismayed.

To add insult to injury, the staff member I spoke with seemed indifferent to my concerns and even had the audacity to snicker before abruptly hanging up the phone. This level of unprofessionalism is utterly unacceptable.

In stark contrast, my experience with the Van Cleave store in Las Vegas was a breath of fresh air. The sales representative not only confirmed the availability of the items but went above and beyond by taking my credit card over the phone and arranging for overnight shipping, ensuring I would receive the items overnight.

It's clear that Van Cleave at Stanford Mall has a long way to go in terms of valuing and prioritizing their customers. The stark difference in service between the two locations is appalling and speaks volumes about the lack of care and consideration at the Stanford Mall store.

As a result of this abysmal experience, I will never set foot in Van Cleave at Stanford Mall again. It's no wonder they have only two stars, given their shameful treatment of valuable customers. Buyers beware – you deserve better than the subpar service offered at Van Cleave...

What a joke of an experience. I called two hours before arriving and asked if a reservation was required. The receptionist insisted twice that a reservation wasn’t required. We travel for over an hour to arrive only to be told by the doorman that they are reservation only, and it was clear that they weren’t going to let us in.

We tell the doorman that we don’t need to try anything on - we know what we want and we will buy it right away if they have it in stock. He says he will relay the message to the sales associate but no promises. We then get put on a list and are told to wait to see if we are called (they have an hour left of business hours). We come back 20 minutes before closing to see an empty store. The sales associate is sitting alone at their desk. The doorman says that they are not taking any customers for the day and they are closed.

As we were walking out. All the other luxury boutiques in the store/mall offered us into the store, waving us in and asking if we would like to come in.

Our entire day was wasted because of this store. We promised this sales associate a purchase and they turn us down - is that how a store conducts business? Are they “too good” for us now because they know they can get plenty of sales from someone else? Absurd.

Van Cleef Palo Alto, you have lost a pair of customers for good. Your lack of transparency snd respect will be remembered and shared with all of our friends that might be interested in visiting your store. Based on other reviews for this store, they have clearly not made any meaningful changes to improving the shopping experience at the store. Unless we see noticeable improvements to the way you are "striving to be welcome", we will...

Very Poor experience and disappointing from a Luxury Brand. I will give the associates the benefit of the doubt. Maybe the staff has had a bad day or unfriendly interactions prior to mine. The only helpful person I have encountered on my visits thus far to the store has been the security. The staff aways have seem bothered and inconvenienced. The store always seems empty and little availability of appointments. My appointment was a few weeks out and I was accommodated sooner as a walk in at an empty store after waiting for 30 minutes.

I bought a gift for my wife for the Holidays and to celebrate being in remission from cancer with a bracelet whose emblem is a motif of luck and embodies a positive vision of life. Unfortunately due to unforeseen circumstances we have to return the bracelet. Again an empty store yet I have to make an appointment for the return for a few weeks from now.

My wife called several days before and spoke with someone who said they only offer exchanges or store credit. Ironically, if you buy online you can return for a refund. The associates say it is because you have not seen the item. Similarly the gift recipient has not seen the gift. Seems an illogical difference and wonder if this is commission based or due to some financial reward.

Regardless my recommendation to potential customers if you are sure want you want and it is for you or the recipient is with you, go ahead and buy in store if you can get in but Buyer beware. Otherwise, if you really want a VCA piece buy from the website or the real real. Or better yet, visit Chanel, Cartier or an establishment that allows for refunds....