It sucks. But try not to take it personally. If that person treated you like that, probably dishing out the same treatment to others. Hope you can have a better experience next time.
Rather strange store experience
- Thread starter partialtopink
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Wow, that’s awful! No one should be treated poorly like that. May I ask what VCA store you went to? I ask because my local store is in Short Hills (your website mentions New Jersey), and I’ve had a less than wonderful experiences with SAs there. But that is the only VCA location I have visited, so I don’t know if it’s just a few strange SAs in my area, or if it’s a brand-wide issue with Van Cleef & Arpels employees.
No in NJ. Short Hills Mall. The manager was kinder. I have a bracelet I also asked to be resized, so now that is in their possession. She actually sold me the bracelet pre-COVID.
Yes, exactly. SH Mall.
I didn't even get to the deposit stage! Is it required? I asked what the next steps were to be placed on a waiting line for the piece, and the SA told me the SM would assist me from there. The SM was the one who sold me a previous piece, but it was such an insane experience. My mother was sitting next to me, and if she wasn't there, I would have thought I was hallucinating. I don't mind standing on a line if appointments aren't the norm, but the treatment was atrocious. The lady on the line in front of me was picking up a piece she waited 24 months for! She agreed she didn't like shopping at VCA and preferred Cartier.
I really do like the necklace I have my heart set on, but I may just hold out another 6 months and buy myself a massive 40th gift from Bvlgari or Cartier. Why waste my money on a brand that doesn't value their customers or treat them with common decency or respect. My money can walk.
I would bring this up with the manager. I would request another SA. I believe the Short Hills Mall store is not a Corporate store. So it’s weird the SA feels so entitled.
I might even put my concerns in an email and call out the associate by name. It will likely go in his/her employment file. I would write the email as a business communication—factual, concise, and include a specific action you would like.
Such as:
Dear SM,
I need to bring to your attention a disappointing encounter I had at your store. On INSERT DATE, I went into the store looking for a Diamond Vintage Alhambra Pendant.
Describe interaction and the specific language that was used.
Luxury purchases should not be stressful. Unprovoked (or any) rudeness or disdain on the part of the SA should not be tolerated. INSERT SA’s NAME was both.
Can you please expedite delivery of a Diamond Vintage Alhambra Pendant to Short Hills so that I can try it on and purchase? I also request I be reassigned to a better, more experienced sales associate.
By the way, the security guard at the store was most kind to me and a credit to your store.
Please keep me posted on the status of the pendant. I appreciate your help with this matter.
Sincerely,
partialtopink
Feel free to use and edit.
Well, I only put a deposit on items which are in a different boutique and need to be sent to my nearest boutique. I understand people want a specific piece and are willing to wait that many months, but I personally would only do that with a partial deposit. If it was a special order, I'd be willing to do a full deposit and wait that long, but never for something standard.
Cartier and VCA are both good, they're both owned by the same company (Richemont Group) so either way they're both a good choice.
I feel like VCA just has incomparable designs so I end up shopping with them. I had already had all these bad experiences before buying the Perlee Clover bracelet, but I just really wanted it...
I wouldn’t shop anywhere where I felt the service was unfriendly. The item would be a reminder of that.
im sorry this happened to you. I would write a letter as per @etoupebirkin
im sorry this happened to you. I would write a letter as per @etoupebirkin
If that is the case, I probably wait and get yourself something fabulous for your 40th birthday. Better to save up for one larger item, rather than two smaller ones.
@etoupebirkin, thank you. I am stealing this elegant and I’m sure effective reply for when I need it next. I’m sure it won’t be far off.I would bring this up with the manager. I would request another SA. I believe the Short Hills Mall store is not a Corporate store. So it’s weird the SA feels so entitled.
I might even put my concerns in an email and call out the associate by name. It will likely go in his/her employment file. I would write the email as a business communication—factual, concise, and include a specific action you would like.
Such as:
Dear SM,
I need to bring to your attention a disappointing encounter I had at your store. On INSERT DATE, I went into the store looking for a Diamond Vintage Alhambra Pendant.
Describe interaction and the specific language that was used.
Luxury purchases should not be stressful. Unprovoked (or any) rudeness or disdain on the part of the SA should not be tolerated. INSERT SA’s NAME was both.
Can you please expedite delivery of a Diamond Vintage Alhambra Pendant to Short Hills so that I can try it on and purchase? I also request I be reassigned to a better, more experienced sales associate.
By the way, the security guard at the store was most kind to me and a credit to your store.
Please keep me posted on the status of the pendant. I appreciate your help with this matter.
Sincerely,
partialtopink
Feel free to use and edit.
Cancelled my deposit on an item I was having held in store. I’m having no more disrespect from SAs!
That's unacceptable. I've only been to Hudson Yards & KOP locations in the tri-state region, always had wonderful experience there. If switching SA at SH doesn't help (personally I think you should just stop visiting that boutique), maybe you can try these two locations next? I've dealt with multiple SA's there they've all been super sweet & accommodating. Never had issue placing deposit for an item either. The 5 motif carnelian/guilloche I had to place full deposit since they already have the item in stock but just can't sell it to me until the launch date, and I've pre-ordered a 6 motif hammered and they only asked for 30% deposit.
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I also shop at Short Hills but I can't say I've encountered any blatant rude behavior. A few SA's were not so friendly but I can't say they were rude. The ones I've worked with are nice (usually the younger SA's). I was told by an SA at the NYC 5th Ave store that the Short Hills Mall branch is not really a VCA branch...it's owned by an independent company but it's affiliated/licensed by VCA. Not really clear on what that means but when he said it to me, it had a snarky tone to it.
Hi @partialtopink, I used to shop at SH as well, for years. I had a really sweet SA but she left and the new one I met was just ok. I haven’t had any bad experiences there, but I decided to switch to Fifth Ave because the stock at SH was really abysmal. I’m really happy I switched. It’s definitely more fun shopping in NYC, since they have special events etc, and the SAs I’ve met have been very nice and not snooty. Also, you’ve probably already read that the SH store is actually owned by London Jewelers and not Van Cleef corporate, so if you decide to switch stores to a corporate van cleef like I did, your prior purchases at SH will not be linked to your profile. So if you think you may switch stores, I would do it sooner rather than later. I wish I had known that before I started shopping there!
PS I’m also not a fan of the SH Hermes either…. But have had good experiences at most of the other boutiques.
PS I’m also not a fan of the SH Hermes either…. But have had good experiences at most of the other boutiques.
I’m sick of this journey bull****. This isn’t Hermes. They shouldn’t be playing these kinds of games. Personally, I feel like most of the SAs my husband and I have dealt with were rude in correspondence. They’ve only been nice when in store and buying what is present in front of us.
Thus far we’ve never been able to repeat buy with one SA because we don’t live in the cities where we shop and later correspondence is frigid.