Complaints

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

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• 

  Brooks Brothers

  346 Madison Ave New York, NY 10017-3703

• 

  Brooks Brothers

  1270 Avenue Of The Americas New York, NY 10020-1700

• 

  Brooks Brothers

  351 Bleecker St New York, NY 10014-2624

• 

  Brooks Brothers

  696 White Plains Rd Scarsdale, NY 10583-5028

• 

  Brooks Brothers

  2128 Northern Blvd Manhasset, NY 11030-3541

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.

• Initial Complaint

  Date:11/07/2022

  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.

  My member ID is #****************. Every time I try logging into my online account, I get this error message. "Sorry! For technical reasons, your request could not be handled properly at this time. We apologize for any inconvenience." My friend used his account on my computer and he did not have this issue at all, so it definitely was not a browser or internet issue. I also tried logging in via different devices but I keep getting the same error message. I could not access my cart, could not check out, could not even get into my Account Details page. None of my friends has this issue and we tried using the exact same device, no one has issues but me, and it only happens when I try to log into my account. I'm pretty sure there's some type of block on my account. I contacted customer service twice, everyone kept telling me they do not see any issue on my account and that it must be my computer or my internet that was causing the issue. It is NOT. Something is blocking me from placing orders online and I need an explanation on what is causing it.

• Initial Complaint

  Date:10/12/2022

  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 purchased a trouser online [order #********], using a Mastercard, and attempted to return it at the local **********, ** store today, October 7, 2022. The store [manager, *****************************] indicated that the paperwork provided in the shipping box was a gift receipt and she would only issue a store credit. I pointed to the payment method: credit card [sold to and shipped to was me] and she remained obstinate. I then contacted Brooks Brothers customer service [800 number] while in front of her and they acknowledged my credit card payment and the amount charged. The store manager insisted she would only issue a store credit. There appears to be a problem with Brooks Brothers and its ********** store. I had the exact same issue last year when I purchased a sweater online and tried to return it to the ********** store. Last year, after leaving the store with sweater / box in hand, I contacted Brooks Brothers customer service and they indicated the ********** store should have processed the refund. Can't be certain, but I believe I dealt with the same store manager last year. Today, after leaving the store, with trouser/ box in hand, I returned home and reached out to Brooks Brothers again. I spoke to a competent, sympathetic, and apologetic customer service represantive who not only emailed me a return mailing label, but instantaneously credited my credit card for the amount of the purchase. It has become clear that I can't purchase online from Brooks Brothers, use a credit card, and if something isn't right, try to return the product for a refund of the amount paid, to the ********** store. There were other ********** store personnel who seemingly acknowledged the problem / conflict.

  Customer Answer

  Date: 11/06/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:09/26/2022

  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.

  On January 21st I purchased clothing.. The purchase was made at ******* Airport. Even though I didn't have the actual receipt, i had the credit card transaction to prove it. the total amount was ******. On February 13 (less than 30 days) I called to return the items. The customer service representative sent me a shipping label ( RMA Number: ********) and it was mailed back on the 18th of February. Every time I checked online on the status it said that the clothes were in transit. I called several in April and May and they said it wasn't received yet. In June a customer service person said it had arrived in March at the warehouse but didn't understand why the refund wasn't sent. After multiple calls, at least once every two weeks, they stated only ****** could be "refunded with a gift card. I didn't want a gift card or less money than I paid, but the only way to get something back was to accept the gift card. It was received on July 7th. Now, I used the gift card for an order on Sept. 8. On the 9th I received an email confirming the order was received. The order never arrived. I called several times. I called on the 17th and the employee said the order had not shipped and she would call the warehouse and find out why and call me back. of course, no call back. I called again and a gentleman now said the same thing. I needed these clothes on the 22nd. Nothing. On the 23rd I received another email with a NEW order number stating my order was received. I called today and they said the order was still at the warehouse. This is just ridiculous. I asked for a refund. The nice lady on the phone said a refund to my credit card for shipping and to the gift card had been issued and an email was sent. I asked her to stay on the phone with me until I received it. Nothing arrived. no email, no confirmation, nothing. I have the order numbers, emails and receipts to support this claim. It is absolutely unacceptable that a company like Brooks Brothers has this issues.

• Initial Complaint

  Date:08/30/2022

  Type:Delivery 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.

  7/13/2022: Place order for 4 items including item of interest, Sailboat Print Swim Trunks (Order #********). Item is delivered in ~1 week and I then determine that item is too small. 7/25/2022- I call Brooks Brothers customer service and request an exchange. I am informed that item must first be shipped back to warehouse; when return is processed, new item in larger size will then be shipped to me. 7/26/2022- I drop off packed item to be returned at ***** Facility, Tracking# **** **** **** **** **** 19. 8/4/2022- I received email confirmation that returned item has been received by warehouse (see attachment "We Have Received Your Return"). Order for new item has since remained "Pending". 8/21/2022- I call **** Service and speak with ******. No resolution. 8/24/2022- I call **** Service and speak to *******************. ***** says she is unable to do anything and I must wait for factory to process order. Takes no initiative, no resolution. 8/24/2022- I call **** Service a second time and speak with *************************. Attempts to resolve problem by speaking with manager. Item still does not ship out by next day. 8/25/2022- Call **** Service and speak with ************************* again. She escalates issue, but still not resolved. 8/25/2022- ********************** and received automatic reply. Never received follow up message from a real person. 8/26/2022- Call **** Service and speak with ***************************. Sends note to let others know I have called again. Still not resolved, item status remains pending. As it stands, company has taken my money, but has not given me anything in exchange or issued a refund. Please also note that during this time, I was able to: return a second item from the same order (which I shipped out 1 week *after* the Sailboat Swim Trunks), have the return processed by the factory, receive a new item by mail, and have it in my possession for over a week.

• Initial Complaint

  Date:08/23/2022

  Type:Customer Service 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.

  Every time I log into my online account, it keeps requesting that I verify my email address. After I verify my address, I get a pop up saying my email has been updated. This happens everytime single time I log in. I have called customer service multiple times and no one is able to resolve my issue. I asked to speak to IT, but their IT department is not accessible. I've been told by customer service that they would forward my complaint but they forewarned me that if other members are not experiencing this problem it would not be a priority for their IT department to resolve. I have tried to remove my email - can't do that. **************** tried to remove my email - didn't work. I tried to close the online account but I could not find information on how to do that. I have written an email to customer service and received a response from ******* who apparently did not understand my problem. So to clarify, I then sent customer service a screenshot of the message I keep receiving. I have not heard anything back from customer service. I use this site a lot. This is very frustrating to have to keep going through this process every single time I log in. There is obviously a glitch with my account. And for them to have an IT deparment that is not accessible even to their customer service department is ridiculous! And while I do appreciate the representative's honesty about my issue not being a priority for their IT department, it definately sents the wrong message to someone they claim to be a "valued customer."

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooks Brothers regarding complaint ID ********. The problem is still on going.  However, also I filed a complaint against the company that manages their credit card accounts (CitiBank) under a different complaint ID.  They have reached out to me. And, as I previously stated, the problem is not resolved but Citibank is investigating.  
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:07/25/2022

  Type:Sales and Advertising 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.

  On or about 26 June we return a shirt that had blue in on it via ***** return. The return was received by them in 12 July. Today we still have not received a refund. I even provided them with there own tracking number.