Van Cleef & Arpels レビュー 61

Today 18/3/2026, at 18:54, I came to Vancleef in Harrods to collect my order. I meet a women who has name Lili on my receipt Harrods. She gave me my order. I would like to complain about her work attitude with customer.

1. I hate a way which she looked at me. She handed the items to the customer very rudely. I even thought she was throwing things away rather than giving them to me.

2. When I asked her give me separate bag for 2 my items because I bought 2: 1 for me, 1 for my mom. She widened her eyes and asked me, "Do you live with your mother?" I thought that is she a saleperson or a manager of luxury brand? I did not understand why she asked me like that when a client ask about serparate bag for 2 items.

3. Besides, it was so funny and terrible when I asked about that " do you have travel pouch? " . She replied me that we never had travel pouch. While I bought an otheritems of Vancleef with Noria before 2 weeks. She gave me everything in perfect condition. Furthermore, it was crazy when she told me that " I dont know why you need travel pouch and box. I had many clients who never need the box for items. They said that
Those boxes take up space and get in the way, they're just trash.The boxes are rubbish. 😂😂😂 That was terrible to hear this thing from her mouth. It is unbelivible with sale service of Lili in Van Cleef. While I bought a luxury items and I must spent a lot of money for these items. Like her thinking, maybe I shouldn't asker her about boxes and buying expensive items doesn't need boxes😂😂😂
I couldn't stomach her sales service.Maybe she is higher level than client.

I don't understand what she was thinking treating customers like that, and why she was hired by a high-end jewelry brand like Vancleef, which demands meticulous attention to detail in every product.

Finally, I really disappointed with Van Cleef today. I know that Lili is only a person who work for Van Cleef. So I dont hope that Vancleef will have bad images in their clients's eyes with terrible service from unfriendly and rule staff like her.

I never want to meet her again.

Please tell her and tell Van Cleef know about my review, my thinking today.

Horrible company and customer service,i wanted to resell my van cleef malachite bracelet and noone of the reselling shops in bond street or hatton gardens wanted to buy for the only reason that the colour of the stone has faded.I contacted van cleef to explain the situation and they said its normal for the stone to be faded,because it can happen even from the heat of the body or sweat if you haven’t mixed it with water or lotions or liquids in general.I explained to them that is hardly used and mostly it has stayed on the box so how can the stone colour fade inside a box.If this stone fades colour even from sweat or heat of the body how can i use it then,i am not buying a lixury item with that price tag not to even wear it,is insane and they didn’t even care to replace the stones for free,but they want me to pay 265 for each stone which in ridicolous,i have already purchased once this bracelet why should i pay again for something that is companys fault.They don’t even care,i recommend everyone do not buy from van cleef and especially this kind of bracelet,it means you pay for a bracelet that it’s worthless if you can’t even resell it.Horrible service and company,waste of money

An exceptional experience at Van Cleef & Arpels on Bond Street. We were very fortunate to be assisted by Wissam, who handled the re-sizing of my wife’s bracelet with great care and professionalism. The service throughout was impeccable, especially when we returned to purchase a matching pendant. other than a slight glitch with our appointment, which was seamlessly dealt with, attentive, knowledgeable, and genuinely welcoming — everything you would hope for from such a distinguished maison.

Online customer service is beyond appalling. I’ve spent tens of thousands with VCA over the years — necklaces, bracelets, earrings, multiple pieces — and I won’t be spending another penny.

I ordered a ring online. Three months later, it still hadn’t even shipped. No updates, no accountability, nothing. I cancelled it out of pure exhaustion.

Their “customer service” feels less like luxury retail and more like you’ve accidentally phoned a debt collection agency. Cold, hostile, and utterly uninterested in helping.

It’s actually impressive how efficiently they’re dismantling what used to be a timeless, prestigious brand.

They simply do not care about their customers. Spend £10k or £200k you’re equally irrelevant the moment they’ve got your money.

Ironically, the in-store experience used to be flawless. The second they clock your bank balance may be above the norm and you can actually afford the things in there easily… the grovelling is so intense you’d think their tongue needed removing from your backside with industrial rescue equipment.

Ruhe und Eleganz aus, alles wirkt hochwertig und gleichzeitig sehr einladend. Das absolute Highlight war jedoch die Betreuung durch Herrn Schubert: unglaublich kompetent, freundlich, diskret und mit einem sicheren Gespür für Stil. Er hat sich Zeit genommen, alle Fragen geduldig beantwortet und uns so beraten, dass man sich zu jeder Sekunde gut aufgehoben fühlt. Genau so sieht Luxus aus – nicht nur beim Produkt, sondern vor allem im Service. Klare Empfehlung.

My wife and I recently visited the Van Cleef & Arpels boutique at 9 New Bond Street in London, and we were thoroughly impressed with the level of service provided. Two days before my wife's birthday, I contacted the brand through their website regarding a specific piece of jewelry. I received a prompt response, and George from the boutique confirmed availability and arranged an appointment at our convenience. The team even followed up on the day to confirm our selection.
George made our visit particularly memorable with his professionalism and genuine enthusiasm. He was attentive without being intrusive and clearly took pride in helping clients find the right piece. We were offered refreshments throughout our visit, and the entire staff, including security, were courteous and welcoming. When George learned it was my wife's birthday, the occasion was acknowledged with a thoughtful gesture from the brand.
The combination of expert knowledge, personal attention, and refined hospitality made this a very positive experience. We will certainly be returning for future purchases and would recommend this boutique to anyone seeking quality jewelry and excellent service.

Hoje é 21 de junho, minha família e eu fomos à loja para nos presentear com um presente. Mostramos o modelo que queríamos, e o vendedor respondeu que esse modelo não estava em estoque. Hoje é sábado e vocês já se recusaram a comprar de um cliente, dizendo que o produto só poderia estar em estoque na segunda-feira. Respondam-me então por que a loja existe, não para que o cliente não espere? E já se agradou hoje? Qual o sentido de encomendar produtos para que estejam em estoque? Amanhã virão pessoas que também não receberão o serviço necessário! Isso é terrível, falta de foco no cliente! Melhorem o serviço! Por que seus funcionários recebem salário?

My experience with VCA has been one of the most frustrating and disheartening I’ve ever had with a luxury brand — especially one that claims to stand for excellence, care, and sophistication.

I placed an order for a deeply meaningful occasion: my wedding. What I received instead was complete disregard. There was no communication, no clarity, and no coordination. I reached out multiple times and received no real responses. My contact, Rory, simply ignored my emails, leaving me in the dark during a time when I needed reassurance and support.

I never expected this level of carelessness from a brand like VCA. What was supposed to be a joyful and memorable moment turned into unnecessary stress and disappointment. I will never order from them again — and I strongly advise anyone thinking about trusting this brand for a special occasion to reconsider.

Don’t waste a dollar with VCA. They might turn your once-in-a-lifetime moment into a lasting frustration.

I'm writing as a very likely former Van Cleef & Arpels client thanks to the unprofessional and disappointing service I have received at its Neiman Marcus boutique. I called the Palo Alto Stanford boutique to ask if some pieces were in stock and if I could reserve over the phone. I was told that was not possible and that I would need to come in person to order or purchase. When I arrived at the Neiman Marcus in-store boutique I was told no one would help me without an appointment. I had not been told I would need an appointment. They said they were too busy and yet three people were available to come over and tell me there weren't enough people to help me. "We can try to get you in but no promises." Is this any way to speak to a client who has spent ten of thousands of dollars at your store? I walked across to Cartier and they were very happy to help me. The staff at the Palo Alto Store were rude, unprofessional and terrible representatives for the brand. This comes on top of past experiences when salespeople did not follow up with us. Finally, I tried to call customer service and was disconnected. This is really just a terrible way to maintain a loyal customer.

I am writing to express my utmost dissatisfaction with the severe defects in your product and the appalling customer service I have experienced through your Hong Kong stores. As a loyal customer who initially trusted your brand's reputation for quality and experience, I am deeply disappointed by the series of incidents that have occurred over the past months.

In December 2023, I selected a timepiece from your brand as a birthday gift for my wife. This watch initially brought her great joy and was a cherish addition to her collection. Unfortunately, within just three months, it began to exhibit serious timekeeping issues, gaining over ten minutes and requiring repeated adjustments to maintain accuracy. Despite enduring this inconvenience, the issue persisted, and over the course of 2024, we adjusted the watch no fewer than three times.

As a decorative piece, the watch may serve its purpose, but for a timepiece of this value and status, such performance is utterly unacceptable. Precision is paramount for a watch, and this failure fell significantly below our expectations.

In December 2024, during my wife's birthday month, we visited your store in Harbour City, Tsim Sha Tsui, Hong Kong, it the hope of purchasing a new pendant or necklace.

Regrettably, this visit marked the beginning of an even more disappointing experience.

We were attended to a sales associate, Ms Kim Law, whose behavior was both condescending and dismissive. Her unprofessional attitude left us feeling unwelcome and degraded. For example, when I inquired whether a necklace was made of silver or platinum, she mockingly stated that your brand does not use silver, implying that I was not of the "standard" expected by your brand. Additionally, when I asked about the material of another necklace, she again dismissed my query in a condescending tone. Such behavior from a sales representative is utterly unacceptable and does not reflect the professionalism and courtesy one would expect from a prestigious brand.

Despite this unpleasant encounter, my wife mentioned the recurring timekeeping issues with her watch to Ms. Law and requested it be repaired. Instead of providing clear and professional assistance. Ms. Law shifted the blame onto us, claiming magnetic interference caused the issue, and failed to explain this further when asked for specific examples or preventive measures.

Nevertheless, we left the watch for repair and subsequently filed a formal compliant regarding Ms. Law's behavior.

Following the complaint, I was contacted by Mr. Micheal Ng, the deputy Boutique Manager, who apologized for Ms Law's behavior and assured us that she would be retained and removal from customer-facing duties. Mr. Ng also promised to oversee the repair of the watch personally.

On December 16, 2024, Mr Ng informed me via WhatApps that the repair department had determined the watch's movement was defective and required replacement. He assured me that the movement would be replaced at no cost, as the issue was deemed a manufacturing defect. The watch was then made available for collection on December 17,2024.

I collected the watch on December 27, 2024. Prior to visiting the store, I WhatsApped Mr. Ng to ensure that a knowledgeable staff member would be available to assist me. The colleague who attended to me was polite but unable to provide a coherent explanation of what repairs had been conducted. Upon reviewing the repair records, she stated that only routine maintenance, such as oiling and polishing, had been performed. Shocked by this inconsistency, I contacted Mr. Ng, who confirmed via WhatsApp call that the movement had indeed been replaced. However, it is deeply troubling that such a critical repair was not documented in the records, nor was it verifiable through your store's system. This lack of transparency and record-keeping is completely unacceptable. It raised serious questions about the integrity of the repair process and leaves me doubting whether the movement replacement was ever preformed. A repair of such significance must be documented thoroughly for both accountability and customer assurance.

My wife's watch has continued to exhibit the same timekeeping issue. Within less that two months of receiving the" repaired" watch, it is once again gaining over ten minutes. This ongoing failure demonstrates either a lack of competence in addressing the initial defect or a deliberate attempt to conceal unresolved issues.
I requested a formal documentation of the replacement of the movement. Mr. Ng promised to provide an update me by December 30,2024, but I have received no further communication for 3-month now. The complete lack of follow-up is both unprofessional and unacceptable.
Service order #: 81765642

A Truly Bespoke Experience

I recently had the pleasure of visiting Van Cleef & Arpels on Bond Street for the first time, and I cannot praise the experience highly enough. From the very beginning, the service was nothing short of impeccable. Prior to my visit to London, I reached out to inquire about a Vintage Alhambra pendant, and the team went above and beyond to source the piece especially for me, ensuring it was available for my appointment.

Upon arriving at the boutique, I was welcomed with warmth and professionalism, and the entire experience felt truly personalized. A special thank you to Wissam, who made the moment even more special with their expertise, attentiveness, and genuine enthusiasm. Their knowledge of the brand’s heritage and craftsmanship was remarkable, and they took the time to walk me through every detail, making me feel confident and excited about my purchase.
I am already considering my next purchase.

I bought an engagement ring here on the promise they would re size it. My lady said YES, we measured her hand, returned the ring and asked for 47.5. They refused claiming they don't do half sizes. I had to threaten legal action to get a refund. If we weren't so in love it may have ruined a special time in our life

Purchased Sweet Alhambra on Dec. 19, 2024 online as a gift for wife. She unwrapped it on Dec. 25 but did not like how small and tiny it was. We decided to make a return. Went to a VCA store in DC first for her to see Alhambra collection and she decided on Vintage size once our return processes and we get money refunded. Shipped out piece Jan. 10, 2025 in original condition with all original packaging to their TX location for evaluation. Received an email on Jan. 14, 2025 acknowledging receipt. Today, Jan. 20, 2025, FEDEX showed up at our door with the package we mailed. Inside it contained everything that we send and a note stating "Abrasions Found on Motif". No further explanations, no additional communication. The piece is unworn with no damage whatsoever to it. While the shopping experience is superb in store and online, I mean you are treated like a royalty, the return is worse than a department store. In my mind it is not worth it. What is more important they just lost a customer for life and I am sure that none of our friends or relatives would want to buy from them after hearing about our experience. Calls to their call center are worthless as they standby their workshop and their evaluation that there is in fact damage, when there is none. When the box came in unannounced it felt like a slap on the face. Why would I want to spend more money at their store now for a bigger piece of jewelry when I know that their return policy means absolutely nothing. Please save yourself from aggravation and shop elsewhere.

Ridiculous return policy. I bought my wife a gift at the boutique. Unfortunately not her style. They only allow refund for credit and our local store has rude associates. Yet if you purchase online you can return for a refund. Their logic is you have not seen the piece first. Am I wrong that in both cases the gift recipient has not seen the piece. What should it matter that the purchaser has seen the product. Buy gifts from them online and return if need be for reimbursement. Better yet buy from another brand

Auf Terminanfragen wird nicht geantwortet und am Laden werden dann Kunden abgewiesen

I do not own anything from this brand but I do from Cartier which is part of the same group. Last week I was sent a shipping kit addressed to me but inside were the complete personal details of one of your customers, name, address, phone number, email, what piece they owned, purchase price and where it was purchased. I immediately brought to the attention of yourselves and Cartier but you refuse to tell me if the other person involved has been informed of this breach or how many others are involved or what has been done or if indeed my data has been breached

Very expensive jewelry, not meant to wear everyday. If you do wear it everyday expect more than half the cost of the piece in repair.

Esperienza negativa con Customer service negozio via monte Napoleone a milano
Dopo aver sbagliato il modulo per il rimborso tax free per un gioiello costoso, non hanno saputo sistemare la situazione.
La sig ra MeiMei del negozio e stata molto poco simpatica e non ha risolta nulla.
Ho perso un’ora ieri al Global Blue di Malpensa e un’ora al telefono oggi. Non ci posso credere!

Very Disappointing Experience with Alhambra Watch & Customer Service

I purchased an Alhambra watch from the King of Prussia store, and unfortunately, the quality and customer service did not meet expectations. Despite handling all my timepieces with great care—polishing and storing them properly—the watch strap fell apart just three days into wearing it during a business trip. To make matters worse, there were noticeable stains on the back of the watch.

I contacted the store and made an appointment, but the response from the store manager was dismissive. Instead of taking responsibility, she implied it was my fault, claiming I must not have handled the watch well. She agreed to send it for repair, promising an update within days, but I had to chase them repeatedly for over 2.5 months to get the watch back. Along the way, I dealt with various staff who were rude, condescending, and gave inconsistent information.

Despite asking for a replacement or an exchange for a different product, I was denied both because it was beyond the 30-day return window. The excuses I received were frustrating—blaming me for "improper use" of the watch and advising me on how to wear it, even though their product didn't last 3 days of normal wear.

For a brand that markets itself as premium, the service was shockingly poor, and the product quality was unacceptable. I’ve owned many luxury watches, but this is by far the worst experience I’ve had. If you're considering purchasing from this brand, be cautious—both the product and customer support fell well short of expectations.

Wonderful services provided by Suthesh at VCA at Harrods. He is super patient and very professional in showing me various Alhambra collections. Highly recommended!!!