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 had in my life.

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 with Faycal!!!

I’ve had much better service at other Van Cleef locations, considering that I did make a purchase the time I stopped by this location. Overall it took like 15-20 minutes before I got someone to help me and when an associate did help me it was simple and blunt. She brought me what I wanted, no other options, didn’t ask about sizing. She left the piece of jewelry on the table and turned away from me to do some sort of paperwork that had nothing to do with me. She kept doing whatever she was doing until a few minutes later I told her that I’m ready to make the purchase. She took my card, gave me a receipt, someone else wrapped it and while the associate stood up and walked away. Didn’t even try to give me her card. Ok thanks for nothing then I guess.

Staff here were all very nice and welcoming during my three recent visits. Immediately upon entering they escort you to the juice bar to wait for your sales associate where you are offered juices, water, champagne and macaroons. All the products here are beautiful and quality is excellent. The reason for a 3 and not 5 start review is that during my initial purchase they registered my transaction under a different clients account and never properly transferred to my account even after it being brought to their attention.

We had the best experience ever here with Jay. He was so nice and helpful!! I would say the best service I had all my life!We were a group of girls from montreal canada went to California for a bachelorette and came out the store buying some beautiful necklaces. Thanks Jay for the amazing service you were really kind we had a blast shopping with you! ;)

Despite visiting the store without an appointment, we got a warm welcome from the staff. Jay was respectful and supportive, making the whole process a breeze.

The sales girl Jackie was so rude! I’ve never in my life been so disrespected as a client. Will never EVER work with her again!

Terrible experience and rude service. The only luxury jewelry store on Rodeo that would not let us in without an appt evan thought I had jewelry with me I had bought there that needed to be resized. Would not let us make a future appt while at store even though the store had just opened and there were service people there that could have helped. They did not care how far we had traveled to get there and were extremely rude and unhelpful. Disgrace

I would like to say a big “thank you” to Anna, the manager of this store for helping me with my exchanges and being so nice, professional, and so patient while I was making my decision. I was never treated this well at any other vca store. I will definitely come back here.

I tried to phone to see whether my necklace has been repaired yet after almost 3 months. I think that the front desk assistant just hang up the incoming phone and direct people to voice mail to avoid woking! So I called 6 times until someone pick up the phone and they put me on hold for half an hour. How ridiculous!!

I tried to phone to see if they had a part for my Alhambra earrings purchased there several years ago . I was only able to leave a message on their 'machine'. I left my name and phone number and haven't heard back. Called again today and left another message.

Terrible experience. Had my necklace repaired for 3-month and no one called me back to pick it up. I went to the store to check in person and they promised to call me back in 1 hour and never heard back again. Always short of sales in this store and have to wait for 2-3 hour for a service. It makes no sense to purchase in this store with expensive dollar pricing and high tax. The female assistant at the front door behave arrogant and ignorant. Maybe only super rich client deserve their attention.

Absolutely horrible experience. Rep seemed to not care about making the sale. Went to Cartier and purchased right after. Make me feel like a customer, and I would have given you my money. This happened to me last year. I was willing to give you guys another chance, but I see nothing has changed. Sales is the lifeblood of a business. Management, how many opportunities are you missing out on? Fix this before the Holidays begin.

I went to VCA to get my Sweet Alhambra resized. Everyone was so gracious and helpful, and they made everything so effortless. I can’t wait to return!

Absolutely a wonderful experience with everyone that assisted me and I would definitely return for the client experience 🦋💎💫.

Jay at Van Cleepf is the best. It is always a pleasure working with him.

Service was amazing bought my wife her favorite braclet

Franco was the highlight of our experience. He made us feel comfortable and valued. He took care of us and answered all our questions. He is outstanding. God bless.

Perfect! Intended to go in and buy my first luxury jewelry piece and left with two gorgeous vintage Alhambra bracelets! The atmosphere is refined and elegant, not at all crowded like some other Rodeo Drive stores. I never felt rushed or pressured into buying anything. Please ask for Hemmy or Farsal (I hope I spelled that right) and they will make sure your time there is as memorable as it should be. Hemmy made me feel welcomed and at ease with her genuine smile and friendliness. She took the time to explain the house's history as well as the attention & care that goes into each unique piece. Clearly someone who is passionate about her job and invested in her client's experience. A superstar representative for the VCA maison and a gem for their sales team!

I am beyond upsetting and frustrated I went to the boutique 7/9 and bought a bracelet had it altered and send to me once I got it I didn’t like it after all I called the boutique on Monday Meade a message didn’t hear till Tuesday 07/26 to ask if I can do a return , they advised me that they can’t do a return because it has been altered I don’t like the bracelet anymore I don’t want to wear it I just want to return on their website they have a 30 day return policy it does not state anything about alteration cannot be returned can a jewelry high end cannot do a return , why am I going to keep something I don’t like , how can you tell me people don’t return jewelry they didn’t end up liking that , i was not advised that if an alteration was made I couldn’t return it how can a prestigious company lacking customer service