Brooks Brothers Reviews 

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!

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.

Customer service is courteous, but the agents are prisonners of a laughable bureaucracy and have to send back canned replies which are ineffective.

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!!

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.

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.

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.

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.

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.

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!!!!

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.

I had an awful experience with Brooks Brothers when purchasing an e-gift card. I bought it on December 24th as a Christmas gift, but it was never delivered. Despite multiple emails and calls, their customer service team repeatedly refused to acknowledge the issue or offer a refund, hiding behind their "gift cards are non-refundable" policy.

The key issue was their failure to deliver what I paid for, not my preference for a refund. Yet, they showed zero accountability and only responded with robotic, copy-paste replies. After weeks of frustration, I had no choice but to dispute the transaction with my bank.

If you value customer service, accountability, and basic consumer rights, I strongly recommend staying away from Brooks Brothers.

I am tremendously disappointed.
I do not recommend to buy BB online.
Apparently, I had a type of size according to their size recommendator, I buy this size, its small - when I want to change the size I have to return and buy the next size.
10€ for each delivery, which for a brand with this name I would expect it to be free.
The worst thing is that they do not return the whole amount, they keep 3€ for whichever reason.
All in all, for a shirt thats worth 90€ I paid +20€ for the shipment and lost another 3€ because they dont return the whole amount.
I am never going to buy here again - such a bad customer experience…

Never order something to be shipped to you, either online or in the store. They will ship wrong item and you will spend hours to get your money back. They are the worst when it comes to shipping.

Do not buy from this online shop in Europe also. I bought a parka, received it in the wrong color, and because of that I had to return it (I don't even complain that I had to pay a shipping fee). I see the UPS tracking info that proves that it was returned to their warehouse, I also contacted CS multiple times and they are avoiding any questions about the refund. It was almost a month. On the site, there is no information about when I can expect my money back. Also, the quality decline for this brand is real and prices are pretty high. Better to avoid it.

I purchased a Brooks Bros. 1818 tuxedo (top quality) for my daughter’s wedding. Cost: $1000 on sale. The pants were much too large (4” too large in waist) and according to a tailor, alterations were impossible. Brooks Bros customer service would not allow me to return the pants for a smaller size because they’re part of a “set.” Instead, they tried to sell me a lesser quality “Explorer” tux which can be purchased in separates. Later that day, the company sent me a text advertisement for 1818 tuxedo pants (just the pants)! So, it didnt’t take long to figure out this greedy company’s strategy: Make the customer buy another pair of pants (cost $300) needlessly! I have been a Brooks Brother’s customer for 30 years. My closet is full of their clothing. Yet, they could care less about loyalty to their iconic (?) brand. This American fashion company is run by people who lack integrity and can’t even spell customer service. Their 1-800# is staffed by robotic morons who read from scripts. My advice: Shop at JCrew, Jos. Bank, Nordstrom, hell, even Macy’s. Why give your hard earned dollars to a company that looks to rip you off under the guise of this American jewel. It’s all bullcrap and so is Brooks Bros!

Buying at BB for over 30 years, suits, shirts, coats, trousers. Great quality, service, delivery, returns and refunds if requested. I just bought myself a cashmere blazer and some black watch trousers. Superb as usual.

Check out this dumb Brooks Bros online shopping process! I ordered the wrong size shirt on a Sunday. Three hours after placing the order I sent an email informing BB before anything has shipped (still hasn't shipped) that I had made a mistake . I called BB. Both the website, email and the phone call confirming this ridiculous approach: sorry, no cancellations, no exchanges, but we will give you a refund. First, we have to ship you a shirt that we all know won't fit (their cost, their carbon footprint). I then have to send it back to them (my cost, more carbon footprint). Why??? If I were a cynic I would say it would be the BB hope that I find it too difficult to follow their returns policy so just throw away my money by not returning it.

On each of two online orders, Brooks Brothers' warehouse pickers shipped the wrong item. The company has an incoherent, mismatched system of SKUs and barcodes that none of their competitors use.

Even the clerks in their retail stores screwed up items on their ordering system when I placed an order in-store, and forced me to walk back in the store to correct it. The system is so ancient that for ship-to-store orders, the clerks need to browse the retail web site, write down the SKU on paper, then enter the SKU on the POS terminal. And because slim and classic fit each have separate listing pages, clerical errors are inevitable.

Rather than remedying the situation, Brooks Brothers tries to push all of its expenses on customers. If you place an order with free shipping, the company alters order confirmations to show that shipping was paid. It refused to refund sales tax, claiming that "we have no control over refunding sales tax as it is government mandated," and that "Your state will be the one processing your sales tax refund." And since it's frequently out of stock for item exchanges, anticipate that each order will be returned, not exchanged for the proper size.

Incidentally, the dress shirts shown on the web site with a tie do not actually include a tie. It's just a suggestion - not that they even link to the tie as other merchants do with their "complete the look" recommendations.

If you need men's clothing, try Charles Tyrwhitt, Joseph Turner, Johnston & Murphy, Joseph A. Bank, or Suit Supply instead.

If Authentic Brands Group has any interest in fixing Brooks Brothers' fulfillment problems, it should adopt Charles Tyrwhitt's error-proof SKU system and ReBound-based returns-management platform. That said, the astonishing number of out-of-stock items ahead of the holiday shopping season doesn't bode well for Brooks Brothers' operating results.