Do not buy their online product
I agree with the previous review in that they had an outdated online system and this time they made their customers pay for their mistakes.I have ordered two silk blouses from Brook's Brother's online website and input my correct shipping address. Then I found out that they delivered it to an address I moved away six years ago. When I called their customer service, they told me it was not their responsibility. Their first explanation is that my account must be associated with an old address. I thought maybe that was the cause so I logged into my account and it shows only one address, which is my correct shipping address. Then it gave another explanation that even if I input correct shipping address, my "apple pay" would default to my previous address. There is a bug in this logic because they did bill me the correct address, which is my current address. I am not sure what they are covering up but if they decide to change the shipping address after I explicitly inputting a correct shipping address, shouldn't they let me know of it? I think they are trying to covering up their mistakes and I am appalled by their lack of customer service.
Mei Li
Really excellent experience at tysons…
Really excellent experience at tysons store. The ladies department has really great options and designs love it!
Randi Klein
Extremely horrible e-Commerce system
Extremely horrible , outdated e-Commerce system.In this era of AI , brooks brothers cannot "cancel" the order or "Change the payment method" after an hour of order submission.Amazon for example, allows cancelling orders, Change payment method & changing shipment method, till the order is in shipping status.Where in the world is Brooks Brothers in terms of systems ? This speaks of how the company is doing. Seem a deteriorating quality & lower customer base, which makes it having a dying e-Commerce system.
Ram Maharaj
Brooks brothers quality and style
I really love the quality of the women’s blazers and sweaters. I love the three shades of jeans . Maybe worth a second look.
leslie anderson
Donna P helped me and she was…
Donna P helped me and she was absolutely fabulous. She knew how to put outfits together was able to help me bring together great outfits at a great price for me and all the presents I needed! I would highly recommend working with Donna. All right
Marianne
Wife bought me a coat at brooks…shit quality
Wife bought me a coat at brooks brothers and zipper didn’t work from day one, only wore coat one time, I would call that disgusting quality, by whoever makes their coats, will never buy any of they crap again
Larry
I order a pair of trousers of size 46…
I ordered a pair of trousers of size 46 but size 52 arrivedI asked by mail for an exchange: no answer. I phoned: no answer. None of my subsequent emails have been answeredIt really looks to be a fraudulent company: Bullshit-Brothers?
Olivier P
OMG - DO NOT EXPECT CUSTOMER SERVICE
OMG - this Company is the WORST for customer service - went to order a $150 shirt - online order did not have care instructions - so I called their customer svc. number - got some person clearly not in the US - a ROOSTER KEPT CROWING IN THE BACKGROUND - when I asked where he was located - told me he was "off shore' - so in between the rooster crows, I asked to be transferred to US - he said he "couldn't do this". Ughh. Ordered shirt anyway - then thought about it and within the hour - called to cancel. Told I couldn't as order "already processed" in broken english. THIS IS ONE OF THE WORST EXPERIENCES I HAVE HAD WITH SUPPOSEDLY A NICHE COMPANY. THEY TRULY DO SUCK NOW.
Jul Wojak
Ordered custom made shirts
Ordered custom made shirts. Little did I know they were made in Vietnam. Received late due to customs clearing issues. Shirts were not Slim Fit, they were HUGE. Wouldn't take them back even being late and miss-tailored. Horrible Customer Service.
j k
I ordered a custom size slim dress…
I ordered a custom size slim dress shirt. It came so baggy it feels like I’m wearing a dress. Quality sucks, too. And you can’t return it. I guess I’ll just have to throw it away!
Tom Stephens
Do never buy from BB
This brand was really strong some years ago - but I would highly recommend to not buy from this company due to the really bad customer service.
Dr. Burak Yahsi
Customer service is courteous but ineffective
Customer service is courteous, but the agents are prisonners of a laughable bureaucracy and have to send back canned replies which are ineffective.
Francois-Marie in Santa Fe, New Mexico
Brooks Brothers is a SCAM!
Every item of clothing I ever bought from shirts to suits to jackets has ripped or fallen apart. Their quality and material is nowhere close to being durable and they have the worst CS won't accept returns or responsibilty. Never buy this brand I've wasted $1000s on a few sprees at the beginning just to find out how cheap and garbage all their clothing really is. Don't believe me? Just read all the Google experiences of other customers with the same issues of their BB clothing getting ripped after being worn; washed or just over time. This company should not be in business!!
M Bymoen
The customer service experience is really bad…
The customer service experience is awful, and they only refunded me for 7 of the 8 shirts I returned. When I disputed the charge for the 8th shirt with Chase, BB stated a return for a different shirt in a different amount as the return. I am beyond frustrated. Additionally, both my orders were incorrect when they were mailed to me, which is why they didn't credit me the 8th shirt because it didn't match the description of what I ordered (because they sent me the wrong shirt). They owe me $61 and I will likely not ever get it unless I can convince Chase (who is equally not helpful) to credit my account. Also, the shirts were itchy and not well fitted.
Jackie
Excellent clothing; abominable customer service
Brooks Brothers continues to produce mostly excellent quality clothing, but their customer service has become terrible. (It used to be good). I ordered a pair of wool 1818 pants, and they sent the wrong color four times (brown instead of tan). The first three times, the pants were labeled brown. The final time, they sent me exactly the same pants but labeled them "tan," which they are definitely not. On-line customer service was terrible, so I finally wrote customer service in Connecticut. I never even got a response, so it seems that customer service in Connecticut is even worse than the terrible on-line customer service. On at least one occasion, I got charged for shipping for returning an item that I had not ordered (the brown pants). I finally gave up.
Scott
Poor quality knitwear and bad customer service
Purchased one grey and one navy zip-up cardigan (silk-wool blend) from Brooks Brothers EU online. These were poor quality - unsightly tufts of wool developed in sections of cardigan where the sleeve rubs again the body after only five wears (within the first weeks). Furthermore, cannot remove the cardigan during the working day as your shirt is covered in persistently clinging fluff and this is very laborious to remove (this was the case after the cardigans were washed according to the instructions on the label). Not what I expect of a suposedly high-quality garment, and very different to my experience of purchases from Brooks Brothers US (albeit in the years before the pandemic). Wrote to BB EU customer service and was asked to provide several sets of photographs. Subsequently, I was offered a 10% discount coupon to resolve the matter? This is frankly insulting, I was disgusted. Will never purchase items from this retailer again.
John
Dreadful experience
Dreadful experience. Brooks brothers are thieves. They do not accept returns despite me sending back via UPS as the courier. The customer service is terrible as they ignore, and will not answer emails. I sent 3 shirts back which have been waiting in customs in Italy for over 2 months because Brooks Brothers will not accept them back. AVOID BUYING FROM BROOKS BROTHERS. If I could, I would give zero stars.
Emma Barton
Disappointing Price Policy and Customer Service
I made a purchase on Sunday, and by Monday—before my order had even shipped—the price had dropped by an additional 40 euros. I reached out to customer service to request a price match, but they refused. I have been a loyal Brooks Brothers customer for years, but their European online store has a lot to learn from other retailers. Unfortunately, after this experience, I will no longer be shopping with them.
Erdil Karamanlioglu
One star is one to many for this…
One star is one to many for this company who sell you poor quality, charge you 10€ delivery cost and do not respond or reimburse you after products have been returned. Avoid!!!!
Karl Winsche
Doesn't care about consumer rights and satisfaction
They sold me a shirt that I discovered two monts later was faulty. The reason I did not notice it at first was beause the fault (a frayed buttonhole) was hidden underleath a button. I wrote BB costumer service with the expectation that they would swiftly handle the issue and either send my a new shirt, or give me my money back (or at least a discount). They simply rejected the complaint because I should have contacted them within the return period (two weeks). But this was not a return case, and for obvious reasons I wasn't able to detect the error at first. Also, by this, they do not comply with EU costumer laws that stipulate that consumers have a right to file a complaint about a product up to two years after the purchase. I will never buy anything from this company again, and I will warn anyone against buying from them as they don't care about their costumers.
Tobias
