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Business Profile

Clothing

Brooks Brothers

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Brooks Brothers's headquarters and its corporate-owned locations. To view all corporate locations, see

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Brooks Brothers has 92 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had purchased a couple of items online on May 15th. The items were said to arrive by the 19th; however, when I got home, the items were nowhere to be found. I swiftly contacted ** customer service to find a solution, which they offered in the form of a refund or replacement. I very much wanted the items, so replacement it is. The replacement package needed a signature on Thursday. I had moved my entire schedule so that I'd be home. Nothing. The next afternoon, I received an email stating that the items were "delivered." A picture of both items (needing a signature) sitting on my doorstep, covered in the ** logo.I wasn't going to be home until later, but by then, the packages were gone. I contacted ** to find out why they were dropped off without a signature. They couldn't answer but offered a refund. I decided to refund my original form of payment. Except it wasn't. The next morning, I received an email that a merchandise credit was on its way (never arrived). I called ** once again and told them it was supposed to be refunded to the original payment. They told me to disregard the email and advised me that I should receive the refund by Friday. A week goes by, nothing. I call them again, they say Friday. Another week...nothing.I called again and asked to speak with a supervisor, to which the customer service representative argued, saying, "I can do what a supervisor can do." I provided my order number and explained; she transferred me. The supervisor says she needs to contact the finance ***** I got an email on Monday, June 9th, stating that I would get my refund on the 13th, but nothing. I've been lied to repeatedly. I've gone ahead and contacted my bank, as obtaining a refund from your company is useless. I request that BBB warn others of what your company is doing, as attempting to recover my money from you is like pulling teeth. I also suggest that you retrain your staff, as being argued with and lied to is insufferable, not to mention showing incompetence.

      Business Response

      Date: 06/16/2025

      Good afternoon ******* 

      We would like to confirm that when we look on our side we can see that we have processed this refund of $488.56 back onto your original form of payment on 6/9. Usually the refund can take around 3-5 days to reflect on your statement/account. As you are still not seeing that refund on your side we are going to reach out to our finance department for a refund confirmation that can be sent to your bank to confirm that the refund has been processed. 

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased pants at the store in *************, **. Later when I had a chance to wear them, they didn't fit. I went online to return them and got a return authorization to ship them back. Before going to **** I ended up over at the mall and tried to return them in person. I was told that since the return process was already initiated online and in the system as an online return, I had to mail them in. They refused to accept the return in store (which sounded very odd). I mailed them back via ***. No one ever outreached to confirm receipt. A few weeks later I looked and confirmed the tracking number showing delivery on March 25, 2025. I called to see where the credit was around mid April and they told me it would take time to process. I called back several times mid-late April as the credit never appeared. Finally, someone said a credit was processed April 4 (all other agents never shared that information). I inquired then where the credit was posted and they gave me two credit card numbers with each getting a certain amount of the total refund (I used two cards to pay). One card was a **** gift card that I no longer have and this was explained to a few different agents. Finally, on April 25, I was told a check would be cut for the amount owed (equal to the amount that went on the card that I no longer possess). As of May 7th, the check has never arrived. I have called at least 10 times and spoken with agents who say the check status is being investigated by a supervisor. When I speak to the supervisors, they tell me they need 24 hours and will call or email me with the check status. They NEVER do so. Also, the past two have told me they may be "out for a few days" and that another supervisor may step in during their absences. The service is horrible and I will likely never buy from them again. Can someone help me get the ~$58.00 check that I have heard for nearly two weeks is "in the mail"?

      Business Response

      Date: 05/23/2025

      Dear Customer,

      The refund request has been submitted to the finance department, and we are now awaiting the shipment status and have left a voicemail with the update.

      Sincerely,

      Brooks Brothers

       

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a gift for my son-in-law on ************************ advertising that it would be next day delivery. I had a week of unhelpful representatives from Brooks customer service. They said I had to deal with ***. Also insisted that I needed to be home every single day until it came to sign for it a week of my life making sure someone was home. They said I should purchase a new gift card after giving them $150 already the responses that I received by every representative were so unprofessional and unbelievable and every phone call I made resulted in a week long stressful gift that I never received.

      Business Response

      Date: 04/04/2025

      We have issued a refund for the gift card order.  
    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned the order ******** mid January and been waiting to receive the money back ever since. Website doesn't have a live chat so I emailed ******************************** for an update but never got a reply. I called today and got a female agent on the phone. She asked for my information and started looking into it just so she could say after 5 minutes that she's gonna escalate my issue to another department and I need to wait at least 7 business days for their response. This doesn't even make any sense considering that I waited the timeframe listed on Brooks Brothers website and now I have to wait additional time just so I could get a reply from a different department since the customer service itself cannot help.

      Business Response

      Date: 02/20/2025

      Hello,

       

      We have reviewed your order # ******** and have escalated this to our returns team to investigate and process the return as soon as possible.  

      Customer Answer

      Date: 02/25/2025

      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.

      Sincerely,

      ******* *******



       

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 16th 2024, I purchased garments from Brooks Brothers (BB) through their third party credit card (cc) partner Imprint, which was promoting a 20% discount on first time purchases. After reviewing my cc statement on February 6th, 2025 and noticed the amount due was higher than expected, this prompted me to contact the cc company, Imprint, the very same day and I spoke with their representative ********* and received the following response the next day.******** (Brooks Brothers World Mastercard)Feb 7, 2025, 10:01 EST Hello **** ****************** you for waiting patiently. This is ******** from Imprint and Brooks Brothers World Mastercard. I have received an update from our team regarding the introductory offer for new cardholders: you can get 20% off your first Brooks Brothers purchase upon opening an account. You should have received an email with a code for this 20% discount when you accepted the offer. To apply the discount, simply use the code during the checkout process. As much as I wanted to, we are unable to offer refunds for the price difference. However, I can request a new 20% discount code for your next purchase. If you need the code, please let me know in your next reply. Best, ******** Imprint Support At no time during the online credit card enrollment process, and subsequent garment purchase was there ever a prompt and/or section to enter a "code", nor was there a disclosure of said code anywhere throughout that was required to receive the discount.

      Business Response

      Date: 02/12/2025

      Dear ***********,

      Thank you for contacting Brooks Brothers.

      We sincerely apologize for any inconvenience when signing up for our Brooks Brothers World Mastercard and placing order *********

      We have added the 20% off to your order. Original order total $908.60. New order total $726.88. Please allow 3-8 business days to see this reflected to your original form of payment.

      Thank you for your patience and understanding while we are processing this. 

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have not received a refund on my Order No. ********. The items were received by the company on 12/2 and I should have been refunded by now. Please help me get refunded.

      Business Response

      Date: 12/13/2024

      Dear ****, 

      Thank you for contacting Brooks Brothers about the inquiry on your refund from order # *********

      When we look into the return tracking # on this return we can see that it was received by our returns department on 12/2. We are going to escalate this issue/inquiry with our returns department to have this return issued back onto your original form of payment. You will see this refund reflect on your statement in around 1-8 days depending on your financial institution used. 

      Regards, 

      ******

    • Initial Complaint

      Date:10/22/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:05/23/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:03/20/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:02/08/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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,

      ***********************************

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