Brooks Brothers Reviews 

Awful. I ordered something two months ago. I send emails asking for an ETD. The only reply is that I will get a separate reply later. It is a form email. Sometimes my requests have been ignored entirely. Absolutely horrible customer experience. I requested to cancel my order but nobody replies to me, so I can't even do that. I will never receive my pants, and I will never receive my money back.

I'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 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, who refused to assist in any way including meeting the promises made by representatives Michele and Ryan. I will not be making further purchases from Brooks Brothers.

The absolute worst online shopping experience I have had. Sent the wrong product twice. They don’t answer emails. They changed the order without consulting me. Never again.

The iPhone app is apparently no longer supported, but somehow mine still worked. I placed an order last week using Amazon Pay and used a $10 credit that I had. Amazon billed me and the credit was used, but the order never made it Brooks Brothers. Now they are refusing to cancel the order because they never received it, and Amazon can't seem to take action on this because Brooks Brothers has a break in their order and fulfillment processes (or maybe there's something else going on). All I know is I lost $46 and Brooks Brothers customer service isn't responding to my calls or emails. This is unacceptable.

I purchased online a in a non-returnable closeout sale item that was described as a tangareen gingham dress shirt which looked peach in the ad what I received was Hot-Hot Pink not even close the color discribed or pictured. They don't have to worry about me every shopping at Brooks Brothers again.

Great company. Best boots ever. 100% leather, leather sole and still on amazing price. Fit right out of the box. Shirts - great. Skirts - great. I love it.

The order that I placed was on January 2nd For a pant That had to be altered.

On the Latter part of January around the 30th I placed a call To the Brooks Brothers customer Service And the person that answered the phone explained that the pant was being Made ready to Ship.

Today is the 3rd Of February.
When I originally placed the order for the pant on the 2nd of January The statement online was 3 to 4 weeks for Alterations, Therefore The Pant alteration should have been completed By the 30th of January which is 4 weeks.

I called today and spoke with a supervisor with the intent to cancel the order And I was told that the pant, once again, was in process to be completed, this Is the same Line that I was given on the 30th January.

It has been approximately 5 weeks And I have received not one email explaining a delay or that an ETA would be given to me on the pant.

The supervisor that I spoke with today Could not give me A concrete answer And I requested to cancel The order and he could not guarantee When he could Verify that the order is canceled.

I am very disappointed Frustrated And more than likely Will go to A competitor to purchase the pant.

Your returns are practically never processed

This is the worst online shopping experience I have even experienced over decades. Brooks Brothers has worst customer service. They won't reply your emails at all. After I called them for the items I returned, they asked me multiple times of Order#, my name and address, and then without trying to resolve the issue, rather found all kinds of excuses, i.e. due to the holiday and pandemic, refund would take 4-6 weeks after we receive your order. Then went on... did you put the paperwork in the package... Never ever buy a single items from them! Be aware of their scam procedure.

I purchased jeans from BB online from a UK flagged web site. Surprised when they were dispatched from USA. They did not fit as the style must have changed since last time. Their policy mentions to return print out the prepaid form. After you’ve bought the items thay change their policy.

Beware - you cannot send back for refund (you can but you have to pay postage to US and allow 10 weeks). Never again will I buy from BB.

Bought a shirt online on 29/11/2020. Order was received but as at 8/1/21 nothing has happened. No further emails, no shirt.

Their customer service auto-response says they will take 3-4 weeks to get back to me.

This company has gone bankrupt, and shouldn’t be still trading if they can’t fulfil their orders.

Avoid.

Should have read the reviews. Terrible experience using their online site and then still placed an order. The item didn’t fit (not their issue) but they they charge you for returns and use the FedEx/USPS service now on day 10 and still hasn’t reached the destination so likely I will not see a refund for weeks. Start to finish it is a month long process to order and return and I will be out of pocket some money for the less than customer friendly experience. Will not ever order online from this company again.

I ordered a $1000 jacket because I was able to get it 1/2 off and paid extra to have it ship 2 day delivery. For 4 days it sat on the floor, boxed up ready to ship and the store just never did. It took them till after Christmas to even ship it, about 2 weeks later. I had to call numerous times just to find out this information, basically act like a detective just to find out about my order. When I asked what store it was coming from and if they could be contacted they gave me the phone number to call them myself. I finally was lucky enough to have a cs rep help me, and after our conversation she agreed to have the order recalled if it wasn’t delivered by a certain date. Of course it wasn’t delivered by that date, so she recalled it. On December 26th they received the order back at the store, and on January 1st the store called me to tell me Fed Ex returned it for incorrect address. It took them 7 days just to realize they had the jacket back, they had no idea why it was back and I still haven’t received a refund. I’ve emailed the rep 2x once when they received it and again 2 days later..... still no refund. I have a list of emails and phone calls that I’ll be keeping as I feel getting my money back is going to be another disaster.
I wish I had read all the reviews first.

Ordered a set of pajamas for my wife on 11/23. Never received communication about it being on backorder. Had to email and call multiples times just to get that information. Backorder date was moved to ship on 12/15, then moved again to 01/01/21. In this time my card was charged and then the charge removed two different times. Each time it was removed was when I confronted staff about charging my card when they couldn't provide shipping confirmation. (Outlined in their policy and confirmation emails to only charge once an item was shipped). Randomly, and finally, got an actual email from a person, not automated, on 12/22 with two day shipping finally arriving on 12/24. Never waste your money here. No communication, horrible customer service, and yet they still boast on their site the whole time about when to order to get gifts by Christmas, etc.

Item I ordered happened to be half off. If I had known it was going to be this much of a hassle just to get one pair of pajamas, half off and two day shipping should have been included from the start...

I ordered 5 separate orders in in November and December. I got everything in 3 days except for one shirt that never seemed to move in FedEx tracking. I called customer service and identified the issue. I had the shirt next the day. My wardrobe is 100% Brooks Brothers. They bend over backwards on service for me.

I ordered a pair of Brooks Brothers pajamas on 25 November. I was told it was backordered and would ship on 04 December. On the 17th, with no shipment order received, I called to discover its status; was on hold for 30 minutes -- had to hang up. Then on the 18th, I was sent an email telling me the order was out of stock.

How can one of their staple products be out of stock? And why did it take three weeks for them to figure it out?

Unprofessional and incompetent -- it is sad what has happened to a once great company.

Brooks Brothers customer service is non-existence. Called the customer service but on hold for last 45 minutes no response from them so far.

Update: Finally got my refund.

I ordered items in late November or very early December. Then on 12/2 I was told it would ship 12/11. No ship. Then I spent an hour on the phone to learn that maybe one of 10 ordered units might ship tomorrow. The irony is that stores have a few, very few, of the items for less than the sale price I was offered.
I am looking for underwear. How can a company that made a classic traditional oxford cloth boxer fail to make sure they have a decent supply?

OMG - Can I give lower than one star...
Placed an order - went to track it using their order confirmation number provided by e-mail.
First - email link to tack the order doesn't work; it goes to an error page
Second - go to the website and hit track order; using their order number - another error page
Third - emailed them - you are guaranteed a response within 8 to 10 business days - OMG seriously
Fourth - called customer service - now in queue 45 minutes with a recording
May you stay in Bankruptcy or refile...this is horrendous !

update: everything i said below only applies to brooks brother golden fleece (great wool shirt). can't comment on their cashmere as i never had one.

their regular line quality as most people has come to experience, is quite problematic.

brooks brother warehouse initially sent me women's cardigan as men's lightweight wool crewneck shirt. but they corrected the mistake in a week.

their made in italy wool crews are really nice, flattering and are looking better after a few months' wear. and they are reasonably soft too ( maybe super 130s? less soft than my super140s wool shirt), while being machine washable.

sad to see they are bankrupt.