Brooks Brothers review: Brooks Brothers location at Tysons Corner, McLean

I am writing to let you know how much I am dissatisfied with the service my wife and I received during our recent visit to your Brooks Brothers location at Tysons Corner, McLean, on 06 December 2025, around noon.
Despite the brand’s reputation for professionalism and customer care, our experience was marked by inattentiveness, discourtesy, and behavior that left us feeling both unwelcome and disrespected.
• Lack of Assistance: When we entered the store, there were hardly any customers present. Yet the employees were engaged in conversations among themselves rather than attending to shoppers. My wife and I found a jacket we liked, and I tried it on, but no one offered assistance or guidance. We felt ignored, particularly as Asian customers, which was disheartening.
• Failure to Communicate: On the way to the checkout, we found a hat I had been searching for and asked about a different color and size. A staff member checked the system and went to the storage room. However, she returned without saying a word to us and walked away, leaving us uncertain and unattended.
• Unprofessional Attitude: Most troubling was an incident with one staff member, an African American woman with very short hair, who was standing in the middle of the aisle. As I walked past, my winter jacket brushed against her, and she immediately raised her voice at me, saying, “Excuse me, you touched me.” Her tone was hostile and inappropriate, and I was shocked by the way a customer was addressed.
• Overall Neglect: At no point during our visit did any employee greet us or attempt to assist. The lack of courtesy and professionalism stood in stark contrast to the service we received at other stores we visited that same day.
This experience left us with the impression that Brooks Brothers at Tysons Corner does not value its customers, and it raises serious concerns about the store’s culture and service standards. It is no surprise that the store appeared empty compared to others in the mall.
I respectfully request that management investigate this matter and take corrective action to ensure that staff provide attentive, courteous, and professional service to all customers, regardless of background. In addition, I expect a formal written apology and appropriate compensation — whether in the form of store credit or another gesture of goodwill — to acknowledge the poor treatment we experienced.
Brooks Brothers has long been associated with tradition and excellence, and I hope to see those values restored at your Tysons Corner location.