Shipping is horrendous. For my state, their website states that the shipping time is 4-5 business days. A week after ordering, my purchase still has not been shipped. I needed to receive this item in enough time to make sure that it fit and went well with the rest of my outfit for a special event that I am attending and that I would have enough time to exchange it, if needed. Now I won't have that opportunity and will need to find an alternative with very little time. All this PLUS a $10 shipping charge. To add insult to injury, they do not provide an email address that can be used to contact them. I will never do business with this joke of a company again. Service Value Shipping Returns Date of experience: April 22, 2024I made three contacts to Brooks Brothers and am very disappointed in what I thought was a reputable company. On the first phone call I could hardly understand the man who was rude and mumbling. The second call was a nice woman, but still left me unsure about the return. So I emailed the third time. The response only stated the policy that can be found on the website. I ordered through Shoprunner which has free shipping and returns. But when I asked to return the item, they said I would be charged a $7 fee. Unacceptable customer service. Will not work with Brooks Brothers again. Tip for consumers:Return policy and customer service is terrible. Service Value Shipping Returns Quality Date of experience: August 16, 2021First time buying a product from Brooks Brothers and I ordered two pair of pumps that were on sale from $298.00/pair to $69.00/pair... that much of sale should have been an indicator something was wrong. Can't get my foot inside my normal size and the leather is terrible and won't stretch. I tried to get customer service assistance and I got an email response with a link to a return system. Turns out my sale shoes cannot be returned or exchanged. Nothing like pure disappointment. DO NOT SHOP HERE! Service Value Shipping Returns Quality Date of experience: August 23, 2021This is a handsome jacket but it was much stiffer and boxier than I expected. Nice color and love the wide corduroy. Usually a size 12 fits me fine but this was a tad narrow in the hips. I am 5'8" and weigh 157. I could tell the next size up would be too big up top. I don't think I'll be back shopping here online as I can't really afford to pay $12 for shipping and another $7 for return just to try something on. Many places offer free shipping and/or returns, especially for something over $100. Date of experience: February 11, 2023Bought a Brooks Brothers gift card for my wife's birthday. When she tried to use it on their site there was no fund in it. Called BB and they said to wait another 48 hours for the fund to clear. That already felt so wrong since it was a gift to my wife. Called 2 days later and got sent around, finally some woman picked up and said she could help remove the restriction on the card and release the fund. After all the money spent and all that work, it was not worth it anymore and I wanted a refund. They refused and I had to dispute through my bank. Service Value Shipping Returns Quality Date of experience: February 2, 2022I tried to exchange two Christmas gifts, called, and had a horrible experience. So instead requested a full refund. I have shopped at BB since the 1970s, and sorry to see the business go downhill. The rep was rude, plus I couldn't understand her, and she yelled on the phone. Just to make things worse, they told me via email to send it back via Fed Ex, but the label they sent is for USPS. WOW how bad can it get. Shipping Date of experience: January 3, 2023I have a pending charge for 983.56 showing on my bank. Brooks Brothers claims they have no way to look up and reverse the charge. Also claim everyone works from home which was evident with the noise of a child in the back ground. Matthew and Gering who were supposedly customer service reps were of no help. I would caution people against ever using this store. Date of experience: November 21, 2022As a customer of Brooks Brothers my entire life, the company has ended up a joke. The t shirts are now ill fitting, and the polos pulled and developed flaws in the fabric after one washing. The customer service is horrible. When I tried to return this stuff, I was told they wouldn't take it back even though the washing only showed the lousy quality of this once vaunted brand. Never, ever will I buy any more Brooks Brothers products under any circumstances.This is a very sad end to a product I've liked my whole life. Good bye. Tip for consumers:Brooks Brothers is a lousy company on all levels. Very sad. Service Value Shipping Returns Quality Date of experience: July 15, 2023I bought two sweaters from Mall of Emirates for almost USD170 and I barely, for the first wash they become loose and tall like a skirt in addition that one of them was easily torn on the edge when I was trying to lift the sleeve up. I have been brooks customer for the last 13 years, I raised a complaint but the store manager called and said sorry he cant do anything and he cant return or exchange. Completely disappointing as respectful brand to be a commercial brand without any respect to their oldest customer. Store manager has no sense of responsibility and totally unprofessional. Tip for consumers:Brooks Brother is no longer as in the best with good quality. Its degrading and like any other commercial brand and no after sale service so be careful. Products used:sweaters Service Value Returns Quality Date of experience: February 21, 2022I recently returned 2 shirts size medium when I actually needed size large. When I checked my cc statement it was $25 less than I originally paid. After talking with a very pleasant csr I was informed they charge a re stocking fee, total bush league. Tip for consumers:If you tend to exchange thing take a pass on Brook Brothers on line. Products used:Two rugby shirts Service Value Shipping Returns Quality Date of experience: February 27, 2023Brooks Brother's might need to take a deep dive on their return system. Below is my response to dealing with them and their system. You might suggest to your management that they have done a great job alienating two customers. It is crazy for it to take at least 40 days to see a credit on our charge. For Brooks Brothers to hold onto 221.00 of our money and our sweater for 4O days because of your system is a joke. We will never buy anything from Brooks Brothers again. I'm going to figure out how to post this, write to corporate and report the Brooks Brothers practices to both the Federal Trade Commission and the Missouri Department of Consumer Affairs. Tip for consumers:Don’t buy anything Products used:Sweater Service Shipping Returns Date of experience: January 13, 2023Horrible 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. Service Value Returns Quality Date of experience: February 3, 2023I went in for a tie. I saw a sign, "2 for $79." I thought "Wow. $40 per tie. What a racket! I bought one, and lo and behold, it was $79! What happened? "2 for $79" = "1 for $39.50." Mmmmm... no, that's what they want you to think, apparently. Essentially, it's a ploy to force you to buy two of their $39, overpriced ties. What a scam. Products used:ties Service Value Quality Date of experience: August 20, 2022I'd give them 5 stars, but took 1 away for sending me the wrong order. I ordered a shirt, tie, and slacks. I got the shirt, tie, and the craziest-looking shorts I've ever seen; in a size way too big. I sent an email and didn't hear back, so I got in a chat session with Justin. He and I laughed about this, because I was able to upload the pic of these shorts, which I will provide. Because the warehouse completely screwed the pooch, he's ordering me the slacks and over night'ing them to me. Now, THAT'S what I call good customer service. No fuss, no hassle. They do need to do something about their email system that doesn't respond. I typically don't like chat sessions, am not normally up this time of day, and they beat phone calls where customer/technical support gets away with saying any ole' thing in your ear. Thank you, Justin; it was great doing business with YOU! Tip for consumers:Great quality clothing, shipment is a little goofy, chat rep was very gracious and fun. Talking about those ugly shorts that were too big for me. Products used:Shirt & Tie Service Value Shipping Returns Quality Date of experience: April 25, 2020I ordered a pair of shoes and socks for a special event I intended to visit but it took more than two weeks for the items I bought to be delivered. I didn`t want to take it because by this moment I didn`t need them but when I called them they refused to make a refund. So if you deal with these guys you`d better walk in to their store or not go there at all Date of experience: April 11, 2017I'm afraid I can not issue a positive review of Brooks Bros. Online customer service. It seems as though they want to help, but do not have the training and/or intelligence to do so. This has been the case for every order I've placed over the last 2 years. It is truly unfortunately, as I like their casual clothing. It has gotten to the point where I have to invest multiple hours to get an order placed (currently been on hold for 20 min. Without agent returning). Just spoke to Jerri (I was told she is a supervisor), who refused to assist in any way including meeting the promises made by representatives Michele and Ryan. This company does not honor their promotional pricing. I will not be making further purchases from Brooks Brothers. Products used:In the past have purchased polo shirts, sweaters, chinos. coat. Date of experience: June 27, 2021I ordered a coat on sale for in-store pickup. When I went to the store, I found the coat was too big and asked to exchange it for a smaller size. The salesman wouldn't exchange for the same sale price but I liked the coat so much that I decided to go ahead, but it bothered me. Within a week, the coat went on sale again at an even lower price, $250 less than I had paid. I emailed customer service to ask about a price adjustment. First they told me no, but when I replied and said this fell within a week of purchase which was what their website said was their time limit for adjustment, the rep then agreed to give me a refund for the difference. That was exactly one month ago and I still have not received it. I have followed up numerous times by email and today by phone, and keep being told it's coming, that they'd had to resolve an internal issue and that's why I haven't gotten it yet but now I will. Supposedly I will finally receive it this week, but if I don't, I will be filing a complaint with my bank. It's been extremely frustrating and I will never shop here again. Service Value Returns Quality Date of experience: December 12, 2023I bought 4 shirts last year at the annual sale. All 4 have ripped in the same place. On the left sleeve. The Store has so far refused to replace defective product Date of experience: May 2, 2022These crooks will steal your credit card info and make unauthorized charges to your card. Under no circumstances should you give them your credit card information. To add insult to injury they won't even fulfill orders. This company is a total scam. Date of experience: December 11, 2018I ordered 2 different sweaters as gifts during Brooks Brothers' 'two-for-one' sale (well before Black Friday). I received an order confirmation then nothing - until over a week later when I was notified that the item was out of stock. I then asked about the 2nd sweater that I ordered and was told that it was also out of stock. I reached out and was contacted close to a week later by a friendly customer service agent who offered me a deal on a sweater that I really didn't want. I did, however, agree to purchase it and was told that I would have to call to order or order online. I finally came to my senses and decided to not purchase anything from this company. I can not imagine how Brooks Brothers has managed to stay in business this long. Nice, good-looking clothes. Literally the worst online buying experience I've ever had. Date of experience: December 1, 2020I worked for CustomerHD for over year, until I started the Brooks Brothers client in April. In only 3 months I am being written up on a final warning for my QA. There customers are terrible and CustomerHD are desperate and barely able to keep this client afloat. They micro manage all your calls and tickets to the point of interrupting you while you are on an actual call... very annoying to try to active listen to the customer and your team leader at the same time especially for a lousy rate of on $14.00 hour. Furthermore, if you place sales you do not get commission for any sales. Their website is evasive they inflate their prices, run promotions, but never have enough inventory to meet the demand, so customers are caught in the crossfire of not receiving their merchandise on time or never at all. Most of their merchandise is on PO pre-order or backorder from the warehouse because they outsource the manufacturing outside of the US. If you apply to work at CustomerHD work the Brooks Brothers client at your own risk... but I guarantee you will quit after 1 month.. Service Value Shipping Returns Quality Date of experience: July 26, 2022As I walked into the store at the Willow Bend Mall in Plano the manager cut me off and asked me why I was walking so fast. It totally caught me off guard. No greeting, no nothing. I am trying to give her the benefit of doubt but it was hard. Her actions felt biased, stereotyped, and profiled; however, she claimed that most people don't walk that fast and that I was walking way faster than the norm. WTH. I walked around the mall subconscious about the speed I walked then I realize that in my 57 years no one has ever labeled me as walking fast. Slow, maybe but not fast. This was suspicious to me and I found it difficult to give the benefit of the doubt. I kept asking myself why. So I am giving the benefit but there is clearly some bias in this women's actions and explanation of her actions. In any event, I bought the suite at another store in the mall. Brooks Brother's used to have that prestige and high customer service. Now folks are worried about how fast you are walking into the store. They should be more worried about how fast I am walking out. Tip for consumers:Purchase from establishments that are free of bias, politics, etc. Products used:None Service Date of experience: July 24, 2022I am a long-time Brooks customer who probably just made their last purchase due to the dysfunctional system that the company uses. I recently made an online purchase with Apple Pay. I brought the items to a Brooks Brother's store with the credit card that I used to make the purchase. I was literally standing in the store with proof I made the purchase (through my online account) and the credit card that was charged, and I was told that they could not process the return because I used Apple Pay to complete the transaction. I was quite surprised - as most people would be, and I left. While running other errands, I called Brooks customer service, and they sent me a shipping label and told me to drop the items off at the store with the label. I returned to the store, and they needed me to forward them the email to process the shipment, so I waited for 30 minutes and then left with my items. Between driving to and from the store, talking to customer service, and waiting for my emails to go through, all of this happened over the course of four hours. I'm back to square one and on the way to FedEx now to return the items. I rarely ever write online reviews, but I think this experience says a lot about how companies no longer care about their customer's experience. Using Apple Pay should not prohibit one from making a return when there is no warning that this will happen when you make the purchase. Nor should a customer be refused in an effort to return something, when there is no question they made the purchase. The return could have been placed on the credit card used for the purchase. I have had other companies process a return on a new credit card after I closed the one on which I made the purchase, so asking them to return to purchase on the credit card that was charged does not seem like a big or unreasonable ask. This is not good customer service, and I hope Brooks figures out how to better serve its customers when they are trying to make a basic transaction. Date of experience: December 21, 2023Brooks Brothers has some of the best quality, and their sales are just wonderful. They have the best suits for men... Date of experience: June 22, 2016I ordered a shirt, pair of slacks and a snazzy tie and the order came as one package and arrived before I expected it. Date of experience: July 24, 2015