ComplaintsforBrooks Brothers
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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Made a transaction on 8/27/2024 and paid for 2 day shipping, so the product would be delivered on or by 8/30/204. Product was listed as in stock, so I expected package to arrive then. Package was not delivered for a week; in fact, it was ready to be picked up on the evening of 8/30 however it was not given to the shipper until 9/3.I was informed via phone that it can take ***** hours to locate product to ship, which was not disclosed on the site. There was nothing to inform me that I would not receive my package in 2 days even when paying for 2 day shipping. I have called their customer service at least 4 times and been told they would reverse the extra shipping charges, however, that has not occured, even when waiting the "3-5 days processing" each time. One associate let me know they would submit that my full purchase be refunded due to the horrendous service I'd be receiving, but that did not come to fruition either.Business response
10/22/2024
Dear ******,
We sincerely apologize for the delayed shipment on order ******** and that this was not solved for you when you have contacted customer service. We have refunded the shipping charges and this was processed on 10/8/24.
We are refunding this order today, 10/22/24. Please allow to see your refund reflect to your original form of payment, your ***** in 3-8 Business days.
We appreciate your time and thank you for letting us resolve this for you and please let us know if there is anything you may need in the future and we would be happy to assist.
Customer response
10/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.i do hope that you update your website to be more clear about shipping timelines going forward.
Sincerely,
****** ***
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Okay it was few years back me and a few of my mates were at the ********** store in ******* and we mange to walk into Brooks Brothers. Now I am not the one to go the mall nor store without any money but my friends suggest we go. So we was walking in the guy address us and said hello and all plus asked if we need any helped and we decline . But we was about 10 minutes in my friends went to another side of the store and I attend to the other side and the same guy who greeted us followed me in the store . He was about six feet away but every time I looked back he would turn away so for those 5 minutes I walked over to my friend to asked we can leave my one friend didnt sense the attention cause both of them were white and I was black . But he didnt want to leave but my other friend saw the concern on my face and asked if I was okay , so the guy who works there kept an eye on me still , so I suggested to leave the store and remained outside. But I know this is irrelevant cause its not recent but it was about 10 years ago and I vow to never go to Brook ********************** again and still till this day . But what made me write this email was just an issue I never addressed and it made feel different towards your store for years personally. Description of the guy was he had glasses and white about 59 in height but I dont think he works there anymore. But I am not looking for any pay off nor apologies I feel you have some people who profiles and some who dont but I just want to send this too you as a form of Solace and Peace. But I appreciate your time and Thank you.Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had purchased a cardigan online from Brooks Brothers. I had fully expected it to fit me and had no intention of returning it, as it was my size. I received it and found it a bit too small. I tried returning it and found on the website it said it was not available to return and marked final sale. I did not see when I purchased it that it was marked as final sale. I really hope Brooks Brothers would not force me to keep something that does not fit me. I hope to receive a full refund if possible.Order number ******** Item Number *******Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filled the shipping address to an apartment in *******, while my billing address to where I got the card issued, ************. Upon selecting payment by Apple Pay the website switched the shipping address to be the same as the billing address, ************. I filled a support request form minutes after placing the order pointing out the error and requesting remediation. The business gladly charged me international shipping charges and put me at an inconvenience as I need the shirts here in *******Customer response
03/04/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Brooks Brothers has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***********************************Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
For Brooks Brothers order #********, I have not received a refund. Two items were in the order, and both of them returned, yet I have only received a refund for one item. The item that has not been refunded is the Slim Fit Wool 1818 Dress Pants, Size 30/30, Charcoal color. I have reached out endlessly to the company about this. Either I am transferred to a representative and then cut off, or left to wait to on hold endlessly. Further, when I do reach someone to resolve this, 9/10 times I am assigned to a representative who either doesnt understand my articulate request, or who I am unable to understand due to language barriers. This item was returned nearly two months ago. Brooks Brothers lack of customer service has left me with no choice but to file this complaint.Customer response
02/29/2024
Better Business Bureau:
At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
12/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an online order with the company Brooks Brothers on November 26, 2023, totaling $135. The shipping address was wrong. I immediately contacted the appropriate phone number and email address. The Brooks Brothers representative said she cancelled the first order and helped me place a second. By the next morning, November 27, I had not received a response to the two emails I sent to Global-e, so I emailed a third time. At 8:13 am, I also called Brooks Brothers again and spoke to the same representative, who assured me that I should not worry even though I had heard nothing from the fulfillment company, because she could confirm that the order had been cancelled. (The new order that she helped me place has since been successfully delivered to the proper address.) On December 10, I realized that my bank account had been charged five days earlier, on December 5, for $135, for the first order that I had been assured was cancelled. The name on my bank statement of the entity that received that $135, as you can see in the screenshot attached below, is Brooks Brothers. Today, upon seeing Brooks Brothers mistake, I once again followed its procedure for alerting it to its error -- and to the $135 it now owes me. It is Sunday and the company phone line is closed, so instead, I emailed via the customer support form provided online. A representative responded promptly by email. In a series of emails, the representative asked me for information including the bank screenshot to prove that I had been charged $135, but ultimately, the representative told me that the company does not have a record of having made this charge. This is impossible, as evidenced by my bank statement. All of this is explained in more detail in the attached document, along with all evidence. Thank you.Customer response
01/08/2024
Better Business Bureau:
Thank you very much for your assistance. At this time, my complaint, ID ******** regarding Brooks Brothers has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*****************************Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a made to measure suit for my wedding. It was supposed to have unfinished cuffs on both the jacket and pants and the pants were supposed to work with boots that I had purchased and wore to the original fitting. When the suit arrived, the jacket cuffs were finished and the pants were too narrow to fit over the boots. The store attempted to open up the pants but they are still too narrow for the boots and look terrible. They could not do anything about the cuffs (one is slightly long and the button style on them is not what I wanted) so I am having to pay a tailor to fix them. Staff did not try to make this right. Instead they tried to convince me that it still "looked good". It does not look like a custom made to measure suit but a cheap off the rack variety and is not what I ordered. They blamed the discrepancy on computer issues but offered no resolution.Initial Complaint
11/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I ordered a pair of pajamas from Brooks Brothers with monogram on the lapel with initials representing my name. I provided the order of the monogram as AH* so that my middle initial could be centered. The pajamas arrived and are lovely except that the order of my monogram is as A*H with the * large and in the middle representing the diamond style. I called Brooks Brothers this morning and spoke with ***** who condescendingly told me (not explained) - told me that with the diamond sans sarif style that the letters I listed as AH* would show as A*H. ***** offered to send me a refund label. Because of how I was spoken to by *****, I asked to speak to another representative and was given to ****. **** said that he could not offer any help and apologized for *****'s behavior but that was all and this was my mistake. **** also changed the story saying that no refund label could be offered as I should have known what I was ordering. I have shopped with BB for decades and they have lost a customer. I have been monogramming items for years and have never had this experience. I am disappointed and disgusted by how I was treated and spoken to by these "customer service supervisors". This has never been the standard at BB. I have hundreds of stores to shop at and this will never again be my go to for classic items.Initial Complaint
09/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I return 4 items. I been tracking my package and I saw they received it. I contacted customer service to ask why they havent send me my refund to my original form of payment and they told me to call them because they have questions. I told them Im working overseas and I cannot be calling them at their time because of the time change. I told them to just refund me to my original form of payment thats all. I dont understand whats the issue. I have provided images of the tracking as well as the items that where returned.Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Redeemed a gift card of $200 and used $19.77 before the pandemic. Never used again during work from home period. Was going to make purchases in early ************************************************************************* a local Brooks Brother store in late 2021 when I was out of the country. I still have the physical card with me during this period. They said they can't do anything to a stolen card, but I have the physical with me during this time and can present the card anytime. I have very reason to believe this is either their system error, their system being hacked, or they wiped out balance from gift cards. This should be customers' responsibility.
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Customer Complaints Summary
45 total complaints in the last 3 years.
14 complaints closed in the last 12 months.