Brooks Brothers Reviews 

Beware the bait and switch between on line ads and store sales. I wrote to customer service about discrepancy and they offered me no explanation and a 10% discount on future purchase. The in consistent policy cost me $66 dollars and embarrassment at check out. Bad experience in Jacksonville Fl.

Misleading information on the website!
Placed 2 orders with overnight delivery. Second business day and my orders still not shipped!!!
Save your money.Do not pay for overnight delivery.You will never receive it the day you expecting...
Absolutely awful experience !

Absolutely atrocious customer service when it really matters. After making a return, I was sent a "merchandise credit" card in the mail. When I went to use the card, the balance was $0. This seemed like a simple issue that could be quickly resolved; however, I have since wasted tens of hours on the phone with customer service and exchanging emails with no signs of any resolution in sight. What's more, Brooks Brothers customer service has provided me with ZERO substantive updates as to why my card has a $0 balance. In effect, this company has stolen hundreds of dollars from me, continues to tell me that they are working to resolve the issues, yet, weeks later, the issue remains unchanged. Please do NOT give your money to this company.

Ordered nice close 2+ weeks before going away for summer holiday. Order was dispatched quickly, but the delivery was over 10 days delayed with no communication or explanation.
Order arrived while I was away for holiday and when then they refused to allow returns because by the time I was back it was 14 days after the delivery.
Customer service were unpleasant and refused to help.
Terrible experience. Am never going to shop with them again.

Terrible experience. Will never shop there again.

I used to shop at Brooks Brothers regularly but never again.

I made a purchase and received an email saying 'Thanks for your purchase' but the items never arrived. I phone customer service a couple of weeks later to be told the transaction hadn't gone through and they would need to tkae payment over the phone. I was reluctant but confident they were not imposters, so I gave them my details.

The goods arrived rather slowly and got here a couple of weeks later. The shirts were so thin my nipples were easily visible through the shirts, so I sent them, back. Since then I have been in touch with customer service regularly, who have told me that their staff that dealt with returns were receiving more returns than anticipated, that my good were sent back too later (they weren't) and that they had already sent a refund.

I still have no refund and have chased them six times over the last three weeks. I am now contacting my banks to see if a charge back is possible so I don't have ti wait for Brooks Brothers to refund me.

Such a shame that a previously great brand has been reduced to this.

Tawasson mill store,the manager was rude and arrogant.
Won't help to find size..
Bad feeling and poor experience
Only good is price
As a customer, you can't be not happy with his service.Otherwise he will let you out.Who give him authority to customer?hope company pay more attention to this guy

I used to buy their polo shirts until they replaced the 100% cotton fabric with a spandex blend. The older cotton shirt wore like chain mail but the newer spandex blend is not presentable after a few washings. If anyone knows of a quality 100% cotton, traditional fit polo shirt I would love to hear about it.

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.

Pathetic customer service. I wrote to the online customer service ( brooks brothers.eu) regarding doubts about trouser sizes. After an email requesting unnecessary clarifications, that showed to me they hadn't read my mail, they basically told me that all the information I needed was online ( which wasn't). It used to be my only pants provider. Will never buy from them again.

I gave my husband a coat for christmas. After wearing it only three times the lining of the bags was damaged. The coat ist worth more than 1000€!!! I wanted to do a reclamation - get my money back or a new coat. They offered me a 10% voucher for my next order. What a disgrace!!! I will never order there anything again!!!

Awful customer support, terrible return policy. Clothing quality has gone way down hill.

I bought two poloshirts from brooksbrothersnederland.com. It should have been brooksbrothers-nederland.com.
It was all a hoax. They charged via Neecoth Hong Kong the wrong (higher) amount and the shirts never arrived.
The ‘sevice’ under ‘service 4’ answered some of my questions swearing the sell original Brooks Brothers articles.

I ordered two Portuguese flannel shirts. Prior to purchasing I had written to customer service where these shirts were manufactured. They specifically confirmed they were made in Portugal. As such I ordered two shirts. When they arrived I found they were made in China. I absolutely refuse to buy clothes made in China due to my anti sweatshop policy and the lack of quality control along with toxic materials used by Chinese manufacturers. I threw both shirts away and will be disputing the credit card transactions due to false advertising. The $75 shirts you sold me are of absolutely poor quality and not worth more than $5.

Placed order for 6 items with next day shipping. Expensive order needed urgently for funeral. Contacted customer service to ask when it will ship, and expected delivery date, and could not be provided despite multiple attempts to inquire. It amazes me that a company supposedly has no idea when an order may ship or deliver. Customer service absolutely, intentionally refused to assist or to provide any relevant information. Complete waste of time. Canceled order. Will have to shop elsewhere.

I placed an order for Christmas gifts. Within an hour I reached out that it did not include my unit #. They said nothing they could do and pretty much good luck. Sure enough I got notice of delivery and no where to be found. Have reached out to Brooks Brothers and no response. Horrible lazy people there. Will never buy Brooks Brothers again and I bought a lot in the past when they had stores.

Most of these reviews focus on the poor customer service received from Brooks Brothers. The implication being that service has gone downhill and is not what it used to be. Unfortunately, this also applies to the merchandise as well. Trading on past glories might work for gullible newcomers keen to buy in to the heritage but where is the equity for those previously loyal customers who viewed US made as something to be valued. For shirts we value billow rather than snugness, so where are the fuller-fit oxford cloth button down shirts rather than having everything made in Asia to a narrower proportion from non-iron materials. Where are the authentic Madras shirts that actually bleed from vegetable dyes? Where are the Alden shoes, with tassels for those who want them and without for those who don’t. In Cordovan leather for those who want them and calfskin for those who don’t. Where are the classic three-button on the roll, hook vent suits in English wool for the more formal occasion and seersucker when the situation lightens up? Where is the Scottish knitwear when only the best will do? Brooks Brothers have made their name on these (and many other items) but through successive ownerships have turned their back on these icons. What is particularly galling is Brooks’ penchant for trading off their heritage when the Brooks of today bears no relationship to the Brooks that gave rise to these classics and gave it its position as the benchmark for fine American clothing. Inserting words such as icon, heritage, legacy, tradition and birthright into its promotional material does not wash with customers who seek these desirable Yankee values but can see through the hype.
It is true that menswear is less formal now and Brooks has to move with the times. Yet one of the great contributions that America has made to dressing is the range of casual and sportswear. Clothing repurposed from military use such as chinos, deck shoes from the nautical community, bell sleeved cardigans from the golf world have all made their mark around the world. All of these can be developed and transitioned into today’s market.
Brooks has changed and not for the better. Changing trends, the pandemic and the move to work-from-home have all impacted on Brooks but its migration to a bland business – even less than a shadow of its former self – is not the basis for a viable future business.
Brooks’ move to online shopping is not hindered by a failure to adapt or put in the back-end systems necessary for today’s shopping environment. After all America, through the Sears, Roebuck and Co Catalogue pioneered out-of-store mail order shopping. As well as the service problems highlighted in other reviews, Brooks doesn’t have the clothes that people want to buy and wear. Clothes that have no differentiation, a brand with a me-too stance and an over-reliance on using a withered heritage as a justification for people to buy its clothes.
When the flagship store on Madison Avenue closed, it signalled more than a piece of prime real estate coming on to the market.
This is not about living in the past. True, it is a love letter to the Brooks of old. But it could so easily have been a love letter to the Brooks of today if it hadn’t lost its way.

Having been a loyal Brooks Brothers customer for years, I am having literally my worst customer experience ever with you. I recently ordered some clothes online via their European website. I was sent wrong size clothing. It's not clear to me what I was charged for the items and why - on the purchase confirmation email it says the total comes to £760, yet I was charged £952. Their returns process is a nightmare. Customer services are appalling. Useless on the phone and unresponsive by email. Feel like I am being scammed.

We site offers sale discount $249 for ordering 4 shirts. Press the button on the sale banner to SHOP for shirts, select 4 from that selection, and at checkout they cost $720. Doesn’t matter what combination. Order 4 of the same shirt, still no discount. No chat support. Just wasted hours shopping to learn it was a bait and switch ansd there is apparently no way to get this “deal”. Really sad that current leadership is driving this great American brand into the toilet.

The once commendable quality of both service and products has now diminished to a level that simply fails to meet the mark. After being a loyal customer for more than three decades, I have decided to stop purchasing their offerings. The customer service has been lackluster, marked by indifference and a notable absence of friendliness. This decline in standards is not only disappointing, but also off-putting.

Horrible customer support! The website clearly says that there is extra 10%off when using Apple Pay. However, when i actually tried it, there was NO any percentage off applied! So I chatted with customer support, they took very long time to get back to me because they went to find answers, and then their answers were very ambiguous: you get 10% off when ordering with an agent. I said that the website never mentioned that I needed to order stuff with an agent in order to get 10%! Then they asked me where I saw this information that 10% off would be applied when using Apple Pay. So I told them it was very obviously displayed on the website! Lastly, they told me that they are not able to do anything to have 10% off applied and they don’t know why, and how to apply! Very rude customer support!
When did Brooksbrother become so cheap that they can only hire morons who literally don’t know what they are doing and not at all capable of doing anything! I shop at Brooksbrothers sometimes but this is it!