ComplaintsforBrooks Brothers

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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 response

  04/27/2023

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  01/21/2023

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  11/06/2022

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

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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 response

  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

  07/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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.

*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. ↩