Brooks Brothers Reviews 

I purchased pants from Brooks Brothers and the fabric ripped after 3 uses. Absolutely terrible fabric and support does not provide any help to make this right.

Useless customer support. The return shipping label was from Fedex and there is no fedex drop off location at my place. Requested for other shipping label and they say they can't provide and i must use Fedex only. So i now need to travel about 60 kms just for this even though they are charging money for returns in general !!!

OBNOXIOUS

Same experience as March 1 review:

Brooks Brothers unwarranted and unwanted email spam has reached a new low, even for them. I made the mistake of buying one item years ago at one of their stores and have spent the past 4 years asking, begging and pleading to be removed from their email lists yet, here it is, another unwanted email to my account which they assured me had been scrubbed from their records.
It’s sad when companies are hurting to the point that they have to go back and try an revive long dead account but, that seems to happen with Brooks Brother pretty much every year. Perhaps by sending this to enough email addresses at their organization and posting this on enough public review sites, they will finally do what they have told me has been done before – and scrub my email address from their spam databases.

WORST returns and ABYSMAL customer service. Never order from this company.

Ordered from brooks brothers - carrier dumped it outside the OUTSIDE of my flat (literally in the street) and claimed I’d signed for it. Luckily I picked it up - anyway.

It clearly states on the website that returns are free in the UK. However, when I went to process the return, I was informed that there was a £26 return fee that they deduct from the refund.

I contacted customer services as there was no return invoice to return the box, no shipping label, no contact details and no mention of how to return or why there was a £26 charge.

Customer service first responded only by sending me the invoice for the package, no label. It took FOUR FURTHER EMAILS for them to provide a link (hidden deep within their website) stating that return date deducted from the refund, and aren’t actually free as stated and also a contact number to return the clothing.

There was no explanation for why this is falsely advertised or an explanation for why a £26 return fee is justified and absolutely no apology.

I will NEVER be buying from brooks brothers again.

Ordered a new pair of tuxedo pants and salesperson said no problem and expedited them so he said.
That was 2 weeks ago. Explained had an important event on 3/10 and needed to alter in time. Called 2 other sales p to check up on order. Said they had been fulfilled. Called today and she said not in stock. Asked the previous sales p to call me back and she promised to. No phone call. Now no pants too late. Bad customer service and worse communication on this matter.
Very disappointed in Brooks Brothers. Even gave a good review for Gregory C.for helping me. Sorry I did that. He should have contacted me and told me.
Now what?? Thanks so much Brooks Brothers. You used to be good.

Hello,
Brooks Brothers unwarranted and unwanted email spam has reached a new low, even for them. I made the mistake of buying one item years ago at one of their stores and have spent the past 4 years asking, begging and pleading to be removed from their email lists yet, here it is, another unwanted email to my account which they assured me had been scrubbed from their records.
It’s sad when companies are hurting to the point that they have to go back and try an revive long dead account but, that seems to happen with Brooks Brother pretty much every year. Perhaps by sending this to enough email addresses at their organization and posting this on enough public review sites, they will finally do what they have told me has been done before – and scrub my email address from their spam databases.

I have bought dress shirts and sweaters at Brooks Brothers for years. Some of my wool v-neck sweaters have lasted more than 15 years and still look great. I am not sure you can even wear the shirts out. In other words, I have always been pleased but several years ago, I splurged and bought a rolling leather duffle thinking it would be a good investment for many years to come. I recently noticed some bald places in the leather and took it to a trusted leather repair shop in town. He advised it was not a leather duffle but a canvas duffle with laminated leather so it would look like leather. It was advertised in the BB store I bought it at as leather. I called BB customer service today and was given $50 of BB reward bucks. I did not expect to return the duffle or to get a full refund but $50 for a $348 duffle seems like a very different store than I used to do business with. Talk about misleading if not false advertising. Never again will I trust a store I have shopped at for far more than a decade. Thankfully, I did not also purchase the matching 'leather' suit bag. If you cannot trust Brooks Brothers; it says something sad about higher end retail. A customer at the leather repair store said "They saw you coming." I agree.

I used to love this company. They have gone down hill so fast. To the point they use DHL for shipping, when you use DHL for shipping the company is on it's last leg.

Their customer service is horrible. Their agents do not follow through with anything. You are told something different about the same question, everytime you call. seems to be a master cluster

Absolute the worst! Don’t order from them! Their exchange service and gustomer service is abysmal, and they charge huge fees for the return. With so much competition, and so many other great brands out there who have a much better service, prices and quality, it’s astonishing how they can treat their customers like this.

Horrible exchange service. They received my clothes to exchange 3 weeks ago. They emailed me when they received, told me two weeks to get exchange, never received, called them and they told me shipping in two days, call back today and supervisor advised I should not have been told that, and that the warehouse is behind and they do not know when I will receive my exchange.

IN PRAISE OF BROOKS BROTHERS! IN summer I got a marvelous dress from BB - a blue-and-white-striped seersucker floor-length piece with a high bodice and short-puffed sleeves. It evokes the Gilded Age - what a woman might have once worn in Newport for summer or in Florida throughout the year. It's fantastic and a hit for me. ALSO the Customer Service at BB as exemplified by Reggie at the Westfield Old Orchard store in the Chicago suburbs is nothing short of exemplary. When one is shopping for shirts as gifts for the men in the family he makes sure that you find exactly what you're looking for and that sale prices and Rewards Points are never overlooked - Thank you to Brooks Brothers for acing retail in our time and making shopping a rewarding experience. It isn't always the case that quality and service go hand-in-hand as they still do at the legendary American retailer.

We have one Brooks Brothers store near me and I always go there when I need a gift for my father. Every time I shop there, ( once a year mostly) the service is horrible but since they have closed all of the stores near me besides this one, I had no choice if I wanted to see what they have in person so I have to go to this one. Since they didn't have what I needed I was forced to order it online. I got the item but had to return it. So, I went back to the store yesterday to return the item I ordered. There was a sales associate that was standing at the register drinking her coffee just looking around. I caught her eye and was about to ask for help and she walked away. Nice :( Another sales person finally waited on me after 15 minutes of standing around with other customers who looked like they needed help as well. This sales person told me that since I used PayPal I had to send my order back if I wanted a refund. Or they could give me a store credit. Um no way. Didn't offer any other options. Would have been nice if I knew this before I ordered it with PayPal. I called online customer service yesterday and they said they would send me a free label to return the item. The offer was very nice however I still haven't received the label yet. They said it would arrive immediately. So, I tried calling them today to find out why I didn't get the label yet. I tried 3 different times and was on hold for an agent for 15-20 minutes each time. I have been trying all day to reach someone that can send me the label and no one ever took my call. I ended up calling what I thought was their main office in NYC. It was one of their stores but they wanted to try and help me. I told the person that answered about my issue and he took care of it! He emailed me a prepaid label that was at no cost to me. He said that the store near me should have offered this option when I was there. I was so thankful that he could help. He deserves a 5 star review! If my father didn't like the clothes here so much I would never shop here again. Brooks Brothers you need to be doing better! It's no wonder you are closing stores.

Absolutely appalling customer service, both pre and post-sale. Simply wanted to change the size of a sweater purchased 28/11/22, delivered 8/12/22, and opened 25/12 but outside their utterly restrictive 14-day return policy so they refused to help in any way.
This a fine example of a terrible company. DO NOT ORDER ON LINE they are the worst I have ever experienced and way out of kilter with present day consumer expectations.

They don't have anything in stock but they will lie to you and pretend like it's coming. You get updates for a month about when it's shipping. If you ordered monogramming, You may even have a conversation with a representative about how the monogramming is making it take 2 or 3 more weeks. Then you'll get an email a week before Christmas saying it's not coming at all because it was too popular, and recommending that you try something else. Most places know when something is sold out and don't let you order it in the 1st place. Brooks Brothers let's you order it and think it's coming, then sends you an email saying it's back in stock, then sends you an email saying that they let everyone else order it after you order it and now there are none for you.

Ordered the wrong color polo online and had trouble finding where to cancel my order. When I found it, I was notified that CUSTOMERS ONLY HAVE 1 HOUR TO CANCEL! Now I have to accept delivery and pay to return it. All I wanted to do was change the color. NOT THE Brooks Brothers I thought they were.
DO NOT ORDER ON LINE they are worse than the cheapest stores out there.

Wrong articles, no customer service, no response to many emails, refunds missing items (without warning) at the price without taxes. Don't buy items with zipper
Run away!!

I would just like to say that we popped in to the Maldon showroom on Saturday and the two guys in there (Paul and Phil) could not have been more helpful to us! Given it was also 2 minutes before closing time!!

We have been looking for ages for the right sort of flooring and been greeted by a thousand grumpy faces saying 'the price is on the back mate!'

Was a real breath of fresh air to be taken through all the options with a real enthusiasm for the produce and a depth of knowledge second to none!

GREAT Company

Our sales person, Ajka at the Brooks Bothers in Jackson Premium Outlets in Jackson, NJ was so very helpful and fun to work with. My husband got the advice he needed to buy a suit outfit for a wedding, and I felt like I was out shopping with a friend. My husband ended up with his outfit, and I racked up a new topcoat. I wish we lived closer to this location so we could shop there more often!

My wife bought me one of their shirts but I don't think the quality of the dress is worth the price even felt too expensive and the size was too large No response to texting them Very disappointed

For UK customers it is NOT recommended.
I love the brand. I have been a customer since many years, however I am having a terrible experience with an online order.
It is already a moth I have ordered some shirts for ~£350 and to date I have not received anything nor a refund.
They claim they have not received the moneys despite the fact I have shown bank statements as evidence. Unfortunatelly I will have to go formal and dispute the payment with my bank