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Business Profile

Clothing

Brooks Brothers

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

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

    • 38 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/05/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      For Brooks Brothers order #********, I have not received a refund. Two items were in the order, and both of them returned, yet I have only received a refund for one item. The item that has not been refunded is the Slim Fit Wool 1818 Dress Pants, Size 30/30, Charcoal color. I have reached out endlessly to the company about this. Either I am transferred to a representative and then cut off, or left to wait to on hold endlessly. Further, when I do reach someone to resolve this, 9/10 times I am assigned to a representative who either doesnt understand my articulate request, or who I am unable to understand due to language barriers. This item was returned nearly two months ago. Brooks Brothers lack of customer service has left me with no choice but to file this complaint.

      Customer Answer

      Date: 02/29/2024

      Better Business Bureau:

      At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:12/11/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 placed an online order with the company Brooks Brothers on November 26, 2023, totaling $135. The shipping address was wrong. I immediately contacted the appropriate phone number and email address. The Brooks Brothers representative said she cancelled the first order and helped me place a second. By the next morning, November 27, I had not received a response to the two emails I sent to Global-e, so I emailed a third time. At 8:13 am, I also called Brooks Brothers again and spoke to the same representative, who assured me that I should not worry even though I had heard nothing from the fulfillment company, because she could confirm that the order had been cancelled. (The new order that she helped me place has since been successfully delivered to the proper address.) On December 10, I realized that my bank account had been charged five days earlier, on December 5, for $135, for the first order that I had been assured was cancelled. The name on my bank statement of the entity that received that $135, as you can see in the screenshot attached below, is Brooks Brothers. Today, upon seeing Brooks Brothers mistake, I once again followed its procedure for alerting it to its error -- and to the $135 it now owes me. It is Sunday and the company phone line is closed, so instead, I emailed via the customer support form provided online. A representative responded promptly by email. In a series of emails, the representative asked me for information including the bank screenshot to prove that I had been charged $135, but ultimately, the representative told me that the company does not have a record of having made this charge. This is impossible, as evidenced by my bank statement. All of this is explained in more detail in the attached document, along with all evidence. Thank you.

      Customer Answer

      Date: 01/08/2024

      Better Business Bureau:

      Thank you very much for your assistance. At this time, my complaint, ID ******** regarding Brooks Brothers has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:12/04/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered a made to measure suit for my wedding. It was supposed to have unfinished cuffs on both the jacket and pants and the pants were supposed to work with boots that I had purchased and wore to the original fitting. When the suit arrived, the jacket cuffs were finished and the pants were too narrow to fit over the boots. The store attempted to open up the pants but they are still too narrow for the boots and look terrible. They could not do anything about the cuffs (one is slightly long and the button style on them is not what I wanted) so I am having to pay a tailor to fix them. Staff did not try to make this right. Instead they tried to convince me that it still "looked good". It does not look like a custom made to measure suit but a cheap off the rack variety and is not what I ordered. They blamed the discrepancy on computer issues but offered no resolution.

    • Initial Complaint

      Date:11/02/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 ordered a pair of pajamas from Brooks Brothers with monogram on the lapel with initials representing my name. I provided the order of the monogram as AH* so that my middle initial could be centered. The pajamas arrived and are lovely except that the order of my monogram is as A*H with the * large and in the middle representing the diamond style. I called Brooks Brothers this morning and spoke with ***** who condescendingly told me (not explained) - told me that with the diamond sans sarif style that the letters I listed as AH* would show as A*H. ***** offered to send me a refund label. Because of how I was spoken to by *****, I asked to speak to another representative and was given to ****. **** said that he could not offer any help and apologized for *****'s behavior but that was all and this was my mistake. **** also changed the story saying that no refund label could be offered as I should have known what I was ordering. I have shopped with BB for decades and they have lost a customer. I have been monogramming items for years and have never had this experience. I am disappointed and disgusted by how I was treated and spoken to by these "customer service supervisors". This has never been the standard at BB. I have hundreds of stores to shop at and this will never again be my go to for classic items.

    • Initial Complaint

      Date:09/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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 return 4 items. I been tracking my package and I saw they received it. I contacted customer service to ask why they havent send me my refund to my original form of payment and they told me to call them because they have questions. I told them Im working overseas and I cannot be calling them at their time because of the time change. I told them to just refund me to my original form of payment thats all. I dont understand whats the issue. I have provided images of the tracking as well as the items that where returned.

    • Initial Complaint

      Date:05/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Redeemed a gift card of $200 and used $19.77 before the pandemic. Never used again during work from home period. Was going to make purchases in early ************************************************************************* a local Brooks Brother store in late 2021 when I was out of the country. I still have the physical card with me during this period. They said they can't do anything to a stolen card, but I have the physical with me during this time and can present the card anytime. I have very reason to believe this is either their system error, their system being hacked, or they wiped out balance from gift cards. This should be customers' responsibility.

    • Initial Complaint

      Date:04/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      The complaint is to Brooks Brothers credit services. I used brooks brothers master card (******** manages) for the following item (July stmt)06/30 ********************** ************ ** ***************** $ ****** This was a waste container service and paid in full for the service.Later back on the same merchant without any reasons, no documents or authroization charged additional money to my card without my authorization. (Nov Stmt)10/27 ********************** ************ ** ***************** $ ****** I reached out to brooks brother credit servcies(**** ****) 3 times to credit this amount and resolve. Each time they come back with no real reasons but denying this dispute and being partial to merchant. Brooks Brothers must resolve this dispute as the merchant doesnt have no reasons to charge this charge. Merchant is unable to produce any document to claim this charge. ******** has no right to force this charge on me unless merchant provides the paper work on this item. explanation of charges etc.

      Customer Answer

      Date: 04/27/2023

      Better Business Bureau:

      At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The suit I bought from the store got shrieked after I washed it correctly. I contact the store and it said to me that I need to call customer service, but customer service didnt answer my call.

    • Initial Complaint

      Date:02/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Dear Sir/Ma'am, I went to one of your stores (Brook ********************** Outlet-*********, *******, **.) today 1-26-2023 to make several purchases. For starters, I didn't feel welcomed to your store. My problem is I have been to this location several times in the past and made several purchases before with very positive results to include a military (30-years Air Force ************************* for my purchases which made me feel I was a valuable customer, someone who moved to ***** for retirement. Today I shopped for several items again but was informed this particular location/store does not honor or do military discounts (only for full price items). This information came and felt as an insult to me, probably more so because one I already felt I was not welcomed there and two was because I saw/noted better treatment and customer service given to a couple of people who spoke a different language than English. And lastly the military discount was welcomed previously. I received a check yesterday and wanted to update my wardrobe but felt like this particular store was not interested in me spending my money or making any purchases at this particular location. Sir/***** are my military retirement dollars not wanted in your stores? If so can someone help me please with a military discount for any future purchases? Thanking you in advance for your help in this matter.

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Unanswered
      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 repeatedly asked the company to delete my email address from all of their mailing lists and to delete my account. According to an email from the company, dated 12/5, 2022, this was done. But I continue to receive unsolicited email from the company. I feel being held "hostage" by Brooks Brothers. Please help.

      Customer Answer

      Date: 01/21/2023

      Better Business Bureau:

      At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********.

      Sincerely,

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

    Brooks Brothers is NOT a BBB Accredited Business.

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