Brunello Cucinelli — Local services in New York

I am an established client at a Brunello Cucinelli’s Madison Avenue flagship store and I’m very happy with the level of service my wife and I have received as well as the clothing.

I have always received tremendous personal attention from our client advisor George as well as the rest of the staff. George has always been incredibly helpful with picking out pieces that make me look better than I am. To me, they are especially strong with their blazers.

They also stand behind issues with their products. I had a rivet fall off on one of the many pants I own from them and they replaced it immediately.

I have read some reviews here about poor customer service and clients having to wait for attention. All I can say is, I have never been treated like that by any of the staff at the store. They’ve always been great to me and my wife and have gotten us everything we needed. And the clothes are fantastic.

The one thing, of course, is that they are priced at the very, very top of the market - even more expensive than Hermès or Loro Piana for similar items.

Perhaps that is the price of the fact that the company is famous for not using sweat shop labor to make its clothes, for paying its workers during COVID-19 when it’s competitors laid off theirs without pay and for using highly paid local Italian labor to make its clothing.

But the price is kind of shocking to many and that’s the only thing that you need to be aware of when you go there. The clothes are wonderful, of course. But they are costly. But worth it in my book. If you can afford the price of admission, it is a wonderful place to go. The clothes are great as...

I purchased boots at the Madison Brunello. Unfortunately had to return due to unusual pain in my heel after 10 min wear. Attempted return 6d later at SOHO Brunello store. The manager told us they couldn’t process return refund since they didn’t have our credit card details but that Madison store should be able to as they do this for their SOHO customers frequently. The manager at Madison essentially told us she could do nothing but give us store credit 6 days after our purchase of our unused boots arguing our receipt states no return policy. While it’s true this is written on receipt there was no mention of this during the sale of the shoes, and it is not advertised anywhere in store. As a prior customer of Brunello in Europe and similar brands in NYC I have never made my purchases with thought of return for refund but have always assumed this has been my right all along as a customer. Carmen Darie was very unfriendly and did not offer the same options as the SOHO manager. Unlucky for us. Go to Loro Piana (they are the best!) If you like anything from Brunello, try in the store and buy online/Saksfifth...

I’m extremely disgusted with my experience at Brunello Cucinelli on Madison Ave. I arrived with a confirmed appointment only to be met by a shockingly rude, bald staff member who curtly informed me there were no appointments on record. When I tried to explain that I had booked ahead, looking for things for my proposal—he was completely dismissive, even going so far as to imply that the fault was mine that their system didn’t work.

In a service business that prides itself on luxury, I expected at least a modicum of courtesy and professionalism. Instead, I was treated with disdain and left feeling frustrated and undervalued. I couldn’t stand the hostile atmosphere and decided to leave immediately rather than endure any further mistreatment.

I would never shop here again and would recommend you read the rest of the comments that say the exact same thing. A top-tier brand should know that customer service is just as important as the product, and this experience was a glaring example of how not to treat...