September 2022 by Sean M.
BEWARE. BEWARE. BEWARE. My experience is accurate and based on fact and largely documented. I purchased two custom made suits and this store manager, Anna, is lying and saying that I picked them up which is 100% untrue. Ive asked for proof (A receipt, a signed pickup order from the tailor, even video footage and they cannot provide anything. They even stated that they sent the suits to my local store, then changed their story and said I picked them up. Liars and they will not get away with losing two suits that I paid over 10k for, and which they seemed to have lost. Now I must hire an attorney to require them to show proof, and to get a refund if they lost the suits. Insulting and shameful. I've been a client for over a decade. A more detailed version: I have been a client of Brunello since roughly 2010. In that time I have purchase a great amount of jackets, pants, sweats, scares, shirts and accessories from the store in Costa Mesa. At one point in about 2019 I was invited to attend a special bespoke event in Hollywood where customers could meet the tailors from Solomeo and order custom made Brunello suits in selected fabrics. I decided to splurge and attended. After some socializing and consideration of fabrics and design, I ordered two custom suits to my exact size. Many months later my suits arrived and were shipped to Beverly Hills. I visited the store and had my first fitting. After this, the suits were taken by a 3rd party tailor who Brunello used. Shortly after this, Covid had hit and many stores were either closed or people simply were not going out in public. It was just over two years since I went back. I had called twice over that time and told them I'd be in when things were safe. They expressed that they understood the concern and that there was no issue. Then when things were fairly safe, I called to come for my second fitting but had to cancel last min. Some months passed and called and asked them if they could just send the suits to the Costa Mesa store to which they said they would. I checked with Costa Mesa many weeks later and they said they did not have them. I called Beverly Hills and they said they sent them to Costa Mesa. So who is telling the truth. Now, earlier this year, when I called them to follow up, they tell me that I picked up the suits. WHAT???? I never picked up the suits and I reminded them that they said they sent the suits to Costa Mesa. I have called them numerous times in Beverly Hills and Spoken to the manger, Anna. I've been arguing with her over this matter and asked to address the change in their story, AND, show me any kind of proof that I picked up the suits. She always says she will look into it and call me back, and NEVER DOES. She lies to me and seems to have no integrity or concern that maybe, just maybe, she may be at fault and lost my suits. Instead, she's rather give a long-time customers the run around and treat me shamefully. I've spent a fortune at Brunello over the roughly 13 years I've been shopping there and it is insulting that they would treat me this way. Im not trying to get free suits. I paid over 10k for these and just want them after all this time. Do not trust them in any capacity. The clothing is great, but there is no integrity or concern for their customers. Anna has proved this. I asked Anns to show me any store video (of course they have cameras) showing that I picked up the suits, or a signed receipt or ticket. She said she'd work on it but still nothing. She told me that she contacted headquarters to report the problem but what does that mean? What is being done??? I get nothing from her and have to keep calling her. Now I've no choice but to file a lawsuit against Brunello, just to defend myself and get what I paid for. In the end, they have quality clothes, but the Rodeo store is run by people of poor quality and no sophistication or accountability that I can discern. I'll keep you posted and please reach out if you need any more details or help. Thanks for reading.
