Brooks Brothers Reviews 

⭐ One star
A premium retailer should take responsibility for the delivery experience it chooses to provide. Brooks Brothers selected UPS as its courier without offering any alternative, and the result has been an unnecessarily frustrating ordeal.
UPS flagged a problem with the delivery details, but its website locked the tracking number while we were trying to resolve it. Its automated telephone service then directed us back to the same inaccessible website, leaving us with no practical way to correct the address or speak to someone who could help.
Brooks Brothers may not operate the courier service, but it selected UPS and entrusted it with its customer’s order. Given the volume of consistently poor public reviews concerning UPS France, continuing to use this company without offering customers another delivery option is difficult to justify.
When a retailer chooses the courier, it also bears responsibility for intervening when that courier’s system fails. This is far below the level of service one would expect from Brooks Brothers.

Returns policy in Europe is an absolute shambles. Weeks after their 14 day window, that they commit to refunding you for a return and it's still not been actioned, despite multiple calls and emails. Customer Service staff haven't a clue how to resolve. Now having to try and claim back via credit card company. Appalling customer service. Avoid this company !

I recently ordered the made in Brooklyn NY, USA full grain leather toiletry bag and what a GORGEOUS quality piece. It smells absolutely delicious and I now want to order other pieces in the collection. I live in Canada and had to use a freight forwarder but everything arrived in perfect condition. I hope Brooks Brothers enables direct shipping to Canada again shortly as I really loved the top quality of my recent purchase. Incidentally, I wore a ten year old Brooks Brothers shirt recently and had several people compliment me on how beautiful the shirt was. A shirt that's over ten years old, and it still looks great! Always a luxury and quality experience with Brooks Brothers and I look forward to keeping an eye out for some new beautiful and timeless pieces! Please ship direct to Canada ASAP!

Have not purchased from this company in a while. Ordered four white shirts. All arrived badly wrinkled and the six pleat, whirring is almost no existent. Called in to customer service. This to was most disappointing. Agent understood about the badly wrinkled shirts. However, when I mentioned the six pleat, shirring issue, he basically told that he had no clue what that is. Mentioned to him this is the signature of the company on their dress and sports shirts. Requested a supervisor at that point. Sorry, nobody available. Waste of time plus a huge inconvenience.

I ordered three linen shirts from Brooks Brothers, including an Irish Linen Sport Shirt in purple. The purple shirt was never delivered. Instead, I received a completely different item—a Stretch Non-Iron Oxford Button-Down Collar Stripe Sport Shirt—which I did not order.
While customer service was polite, the resolution offered was unacceptable. I was told I must return the incorrect item before they would issue a refund or replacement, even though the mistake was entirely theirs. Although they offered to waive the $7 return fee, the burden still falls on me to spend additional time and effort returning an item I never ordered. Even more concerning, they offered to process a replacement only by charging me again upfront. This approach is unreasonable—I should not be asked to pay anything or jump through hoops to fix a company’s error.
On top of that, there are serious concerns about the accuracy of their product descriptions. The linen shirts I did receive are labeled as 100% linen, but there is no mention of being woven by the well-known Baird McNutt mill in Ireland as advertised. Instead, the tags clearly state they are made in India. This discrepancy raises significant questions about transparency and authenticity.
Overall, this experience reflects poorly on both fulfillment accuracy and customer care. Sending the wrong item is one issue—but expecting the customer to bear the inconvenience and offering questionable product claims is completely unacceptable.

I've been a Brooks Brothers customer for more than 40 years. When they thought it would be a good idea to switch from Citi to Imprint, I really didn't think much about it. I haven't worried about credit card balances in quite a few years and always pay my card balance off in full each month. I recently got a notice that Imprint was going to arbitrarily lower my credit limit by 50%. I really wasn't concerned because I rarely use the card except at Brooks Brothers. However, when a credit card company make financial moves that impact a near perfect credit score (832 Fico) by 22 points, I get angry.
I also called Brooks Brothers and let them know they have lost a 40 year customer mainly because they opted to turn over their credit card operations to a start-up that is run by a bunch of 30-something finance bros.

I recently placed an online order that accidentally defaulted to an old address. I called customer service first thing the next morning, shortly after they opened, and was told they could neither change the shipping address nor cancel the order — even though the item had not yet shipped.
Their explanation was that changes can only be made within one hour of placing the order. The problem is that the order was placed after business hours, making that policy unrealistic and impossible to act on.
I understand companies need policies, but good customer service should also include reasonable flexibility and common sense. When customers are paying for premium products, they are also paying for support and service.
What made the experience even more frustrating was that, during the same conversation, I was thanked for being a “valued customer” of more than 20 years. If a loyal customer of two decades cannot get help with a simple address correction before an order ships, it raises the question of what being a “valued customer” actually means.
Very disappointing experience.

This is my first time purchasing from Brooks Brothers India. It is startling to see how THE Brand which used to outfit the american presidents has lost its quality. Shifting the production outside of the US was definitely not a good move. To some extent, US manufacturing is still up to the mark. Anyways, the brand logo on the product itself is so bad that it will wash off in a couple of cycles. Pathetic really. Moreover, they used the cheap alternative delivery company for shipment, here in India, which took sooooo long to deliver. Packaging was also worst than the third rate brand sold in this country. God bless America.

What's happened to BB delivery? Ordered on March 10 won't receive (unless there is yet another delay) until March 27th?? 5 star on quality 1 star on delivery,

I’m really surprised at how low they scored, I don’t understand it. I have been buying online and in person for a while now and the experience has been positive. The one time I did have an issue, they went out of their way to make it right. (both the online chat and a personal call from the manager of the store in question) I feel like the clothing is affordable luxury and the customer experience in store and online is great. The people who run the chat feature are awesome and have always helped me get the answers I needed. I wouldn’t buy a suit from anyone else. I have 11 Brooks Brothers suits and going tomorrow to get 2 more. I wouldn’t recommend getting 1818 suits online since you need to get the pants altered and because of the “drop” you really need someone who knows how to fit you to help find the right fit. The cashmere sweaters are amazing and if you wait for the clearance sales you get an amazing value. The 1818 dress slacks are the best fitting pants I have ever owned. I also have a closet full of their luxury dress shirts. Again great quality and they go on sale all the time.

I have been a Brooks Brothers customer for over 30 years. What I experienced at the Brooks Brothers Outlet Store in Tinton Falls yesterday was extremely disappointing. I guess gone are the days of customer service at BB.

There were probably 4 to 5 associates in the store. However, it took well over 10 minutes before someone even greeted me or asked if I needed assistance. I finally received assistance to confirm my neck size and sleeve length. After I was measured the associate did get me two shirts to try on. However, when I came out of the dressing room, the associate already moved on to another client and the other associates were occupied doing other tasks. I guess they thought their tasks were more important than assisting me or for that matter other customers.

I was also disappointed in the manner in which the associated were dressed. I would describe it as unprofessional compared to when Brooks Brothers associates would dress in BB clothing or other fashionable clothes. BB is high quality clothing and not cheap. I pay the premium because the clothes last for a very long time. I also shopped at BB because your customer service was much better than what I received at a department store. I’m hoping my experience was a one-off versus a degradation in customer service due to the desire to enhance margins, poor employee onboarding, or shift in culture.

To add insult to injury, I attempted to email them directly to provide feedback. The email was returned because the service email listed is no longer functional!

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.

Really excellent experience at tysons store. The ladies department has really great options and designs love it!

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.

I really love the quality of the women’s blazers and sweaters. I love the three shades of jeans . Maybe worth a second look.

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

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

I ordered a pair of trousers of size 46 but size 52 arrived
I asked by mail for an exchange: no answer. I phoned: no answer. None of my subsequent emails have been answered
It really looks to be a fraudulent company:
Bullshit-Brothers?

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.

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.