Brooks Brothers

"I am a Brooks Brothers client of many years, a corporate member, and a V.I.P. member, and the experience I had most recently was not at all commensurate with the level of loyalty I have earned. It was easy to resolve and instead I find myself writing a review that is none too favorable for one of my favorite retailers. A pair of gloves I had bought only a couple of days earlier had failed when I first went to wear them on a cold morning heading for work. I pulled on one glove and then the other one split open at the wrist above the cut as I tried to pull it on. It was going on easily and I did not have to tug upon it. The material was simply defective. Of course I went back to exchange them for a non-defective pair. I appreciate the leather being fine, but not so fine as to be prone to tearing in the act of putting them on. Instead of simply exchanging them for me, the young lady who was apparently making the decision refused to accept them and said there was nothing they could do. In the first place, she said nothing to me as I entered the store. No greeting. No offer of assistance. No question of how she might assist me. No acknowledgement whatsoever. To further sour my opinion of her she had on nothing which was representative of her position or the Brooks Brothers brand which she is paid to represent. Being a key holder, I am unpleasantly surprised she was permitted to work in casual attire more suitable for the living room than the workplace. Her appearance, demeanor, and handling of my transaction were all incredibly unbecoming of the company by whom she is employed. She didn't have on even a name tag by which to identify herself, so she will remain nameless. On the other hand, I was grateful for the prompt and highly professional service rendered by a gentleman named Leo. He was highly attentive, ready to offer assistance, and greeted me immediately as I approached him. He was dressed as professionally as he behaved, which is to say appropriately for his position, and if it were not for his being there I would likely have gone elsewhere to get what I needed. Instead of a pleasant exchange, I ended up buying a second pair of gloves and my good feelings towards this company are now unhappily diminished. This is not the type of service I've been able to count on over the years. I do realize it is an outlet store, but I have always received service there every bit as polished as that at their corporate locations, so I am now quite disappointed. Particularly around the holidays, this is not a good look for this company. In general, the quality has decreased since they were bought by a parent company. Shirt lengths have shortened so they no longer stay tucked in. Fabrics break down more quickly now than their better ancestors did. I do believe one day the company will once again return to the finery for which they were known for so long. It is my hope this will only be a temporary change and will not last."

"Terrible selection of clothes. The lady working there was rude and on her phone the entire time. Probably why the company is in shambles."

"My family and I had an amazing experience getting a couple suits for my sister's wedding. Ms Gail was beyond professional and helpful, especially for someone like me, who has never bought a suit before! I'd definitely visit again and recommend this store to friends and family!"

"I was greeted immediately upon entering. Once inside Rochelle asked if she could help me. Her customer service was top notch! I appreciated her finding and matching up not only 1 but 2 options for me to buy for my husband."

"Just went to Brooks brothers to get a pair of pants… walk in & got hello…(we were the only one in the store) spend 15-20 min looking for my size, didn’t find it … in that 20 min no one out of three ladies not even once comes to us & offer help… they keep talking to each other. So we decided to just leave. When we was walking out one old lady sarcastically asked did you find all you wanted? Wow! I can almost see rolling eyes of other two? I had to say that, Yes, but I didn’t find size & yoll were busy talking to each other & never offer help in 20 min even though I was the only customer in the store! Again that lady said (definitely, again SARCASTICALLY ) Owww… Sorry with rolling eyes. Never going back again at least this location. I would give -0 star if I could. Please skip this B.B. store unless you want to be insulted with sarcastic southern sweetness!"