Brooks Brothers
reviews and complaints

On Feb. 17, 2023 I ordered what I thought and was told by John the salesman in the Palo Alto store was a night shirt. The listed price was $ 79.50 but as he did the paper work on the order informed that is was on sale for onlhy $ 49.99. I was of course delighted and finished the sale with my Visa credit card. The night shirt was to be delivered to me in San Francisco. Today, Feb. 28, I received a Brooks Bros. package containing a nice pair of lounge (sweat) pants but no night shirt. I seems to me that John made an error in ordering so tha pants got substituted for the night shirt. I called the store, but did not talk to John and was told I have to come down to the store in Palo Alto (25 miles each way) just to make the exchange and get the proper order. When I complained he of course asked for my information and could not find a trace of the sale-yet my card has been charged. I was told nothing else could be done and he slammed the phone down. After 60 years dealing with Brooks Bros. I am dismayed. The error is yours at Brooks Bros. and there has to be a better solution. gerson.[protected]@me.com

Customer service department has no sense of urgency. Trying to retain a receipt for a POS purchase made on 1/8/2023. Why is this so hard? Unbelievable that this company has place me on hold only to come back on the line three times to tell me that I their still wait for a supervisor to come on the line. Can't track the order because they don't have the authority to search the transaction and told me i needed to contact the corporate office. Why does this company set employees in place that cannot resolve customer issues. Brroks Brothers obviously don't trust their employees enough to help resolve customer issues.

Sharon Benner

[protected]

I ordered a tie and was eventually (after I brought it to their attention) was told that it was not available (sold out) and that I could order another tie of the same value at the same sale pricing. Since the sale was no longer in place, I was told that the difference would be deducted from my order — to go ahead and order a new tie and email their customer service rep (heather) with the order number and that she would credit my card... Later explaining that the $39.99 balance (per kathleen) would be credited after the fact because the order page did not have that functionality.

I later received a credit of $25.96, not $39.95. Apparently they deducted the standard shipping fee... Even though the tie never shipped since it was sold out.

I have emailed them four times over the past several week without a response. I am extremely dissatisfied at their lack of professionalism and their willingness to short change a paying customer.

Hi Brooks Brothers, I am a frequent client of yours, yet the last purchase really disappointed me. Arriving to the store in Bicester Village, I asked what was the starting prices of suits, to which I got 3 different replies: £800+, 400+, 269+ but all where deamable with a 25% discount. Looking at the 269gbp suits, I asked once again to confirm, if 269 was the final price or if I was entitled to the 25% extra. To which I was confirm, once again, that the 25% would be deducted from the 269gbp. Looked at 2 suits; one was perfect, yet the other one was damaged and not exactly my size. As I still was interested to purchase both, the sales person offered to give me an additional 10% discount on the second suit. 1h30 after looking into various articles and trying various pieces from your store, with your salesperson, we have agreed on what I was about to purchase: - 1st suit at £269, with a 25% discount to be deducted - 2nd suit at £269, with a 25% discount to be deducted + a further 10% as it was damaged Meaning a total of £383.33 (201.75+181.58) for the suits At the till, when paying the person behind the counter (diff sales person, one of the floor managers) decided that the 25% discount on the suits were no further applicable, nor was the 10% for damaged goods deemable. Because I was buying suits as an emergency, and after spending 1h30 in your store and another 30min discussing the overcharged price, the floor manager said that just the two suits would come to a total of £436.80 This means that I ended up paying an extra 53.47gbp to what I was initially promised! (£1GBP = $1.60USD) It is not about the money, but it is about the fact that I got charged over what I was initiallypromised! It is a great disappointment to see the lack of commitment, tact and care; not to mention the lack of training to personnel. I expect a reply to justify the situation that occured to me. And only then I will be able to assess whether or not I shall restore trust in Brooks Brothers and keep purchasing from you. Regards

I have been buying Brooks Brothers never iron shirts for at least 10 years now. I have always enjoyed the fit and the pressed look. The longevity has always been an issue and getting more than 2 years without the shirts disintegrating was a stretch. Seems that the permanent "creases" in the sleeves are the weak link. However, more recently I have seen a definite deterioration in quality and fit, particulary in the Short Sleeve shirts. The fit is still excellent on the long sleeve shirts but I'm not getting more than a year before "rrrriippp" happens. My wash method and detergent is unchanged. I do not have them dry cleaned.

Unless I read something from Brooks Brothers that says they have found and fixed the cause of this low life expectancy, I'll just have to find another source for my dress shirts. In fairness to them, I have not complained or requested a refund. In fairness to me, I don't want the hassle of complaints, returns and refunds. I just want product that delivers on what's expected for what is clearly a premium price!