On-line buyers beware buying products from Brooks Brothers. I purchased a belt, a pair of shorts and a travel bag from their webpage and, despite a notice of delivery, the items were never delivered to my address. as of a week later, the items have still not turned up. Brooks Brothers customer care is terrible as they do not answer their notifications. I would not recommend using this company. it cost me $60 to learn the hard way that Brooks Brothers does not care about its customers. read more

I just came here in need of a black suit for a funeral in 2 days. The associate, Corey went out of his way to help me find the perfect suit, make sure it was altered for me and met my price point. He wasn't judgy or rude at all (even though I was in a huge rush) and helped make a stressful situation much less so. read more

Since buying my first suit, I've always bee a Brooks Brothers man. Lately their offerings have been depleted and there's few store close to frequent. Looks like they're on their way out. read more

I have been shopping with Brooks Brothers religiously since 2005 at over 15 locations throughout the U.S. My recent experiences at the Richmond, VA store have easily been the worst I have ever encountered at any Brooks Brothers location, and frankly, would have kept me from coming back if it was my first experience with Brooks Brothers. The first of many negative experiences with this location was when I purchased a suit in a 44L. Upon the fitting, the tailor told me that I'd actually need a 46L, so I asked an associate if he could grab me the same suit in a 46L for an exchange. He returned a few minutes later and said that they didn't have that particular suit in a 46L, so I told him I'd look around. I went right to the 46L section and found the exact suit I'd asked him for. This associate's effort was negligent and unacceptable. The next experience I had was when I asked if they could order in a pair of shoes for me to try on. They ordered them; however, I never received a phone call to let me know that the shoes had actually come in. The only reason why I found out they had come in was because I asked during my next visit sometime later. Most recently, and the last straw that led me to this email, I had brought some suiting items to this location to be altered, and they were promised by December 22. I never received a call telling me my items were ready for pick up. 2 weeks after the promised date, I went in to pick up my clothing. There were 8 items in total, and when I got home, I realized I was missing a suit jacket and a navy blazer. I called the store to see if I had left them there. The associate told me that they were about to close, and they had cleaned up since I left, and there were no items left behind in store. This was on January 4th. Operating under the pretense that I'd somehow lost these items, I purchased a replacement blazer. I received a phone call from the store on January 14th saying that the items I initially called about on the 4th are in fact at the store. This was extremely frustrating.. As a loyal Brooks Brothers customer for over a decade, there are a few things that I have grown accustomed to--such as warm greetings, hand-written notes, and exemplary customer service. After 4 months of patronage at the Richmond, VA store, I have yet to receive one thank you note and have continued to receive second-rate customer service. I wanted to inform someone of these instances, for I don't believe my experiences at this store reflect the usually high standards and service I have grown accustomed to from Brooks Brothers. If the past 4 months were my first 4 months of experience at Brooks Brothers, there is no way I would have kept coming back for as long as I have. read more

Brooks Brothers consistently has the greatest shopping experience of any store I have ever used. Clerks will great you when you enter the store, then leave you alone while you browse. If you need assistance they are prepared to devote their entire attention to you. The men who have helped me have been fast, knowledgeable, and friendly. Two experiences that really stand out to me: 1) I was in the store to buy a few shirts and left my receipt on the counter. A few days later I received a hand-written note on Brooks Brothers stationary thanking me for shopping there and apologizing for not putting my receipt in the bag. 2) I was buying a suit and really needed in 9 days. The clerk who helped me (Vernon, he was great!) was able to sweet-talk the seamstress into getting it done in 7 days. THEN he got her to complete it only ONE DAY because he was leaving on vacation and wanted to make sure it was ready for me when I needed it. Beyond that, the shirts they sell are top of the line. The slim fit shirts look like they were custom made for me, the shoes (though expensive) are beautiful and I expect them to last for the next 20 years. read more

I received the worst service here of any Brooks Brothers I have ever been to. My husband and I stopped by to see if we could find a bowtie in a particular color for a wedding. The clerk in the men's professional wardrobe section was not very helpful, and suggested we try elsewhere when the color was not available. I figured we probably would look elsewhere eventually, but kept browsing the store for other items I might be interested. I found a few items in the women's section that I wanted to show my husband. He had just received several work emails on his phone so he asked me to sit down with him while he checked them and then we would walk over to the women's section together. The same clerk that was not very helpful earlier saw us and came up to us to say, "We do not allow the use of cell phones in the store unless you are shopping with us." I don't understand why he felt compelled to say this to us. We're corporate members! If you have a demanding job, you need to check your work email. This just seemed outrageous to me. Were we dressed too casually for your liking? So, I politely told him that we had had plans to walk over to the women's section, but now we would not be staying. He laughed awkwardly at this as we walked out of the store. read more

So even though I can't afford to shop here on a regular basis (hence 4 not 5 stars), their customer service is impeccable and a model for others. I visited to exchange some shirts and was helped by a clerk who was very accommodating and helpful. I didn't have any exceptional needs because I had my receipt and it was an easy exchange, but the care and attention given to me and other customers was above and beyond without being pushy or insincere. If ever I generate the income to become a repeat customer, I know where I can go to build a wardrobe of high quality pieces with some friendly people at the helm. read more

For decades I avoided Brooks Brothers as being too haughty. A couple of years ago I had to get a suit for a last minute event and ended up having no choice but to go to the Brooks Brothers at the Stony Point Shopping Center in Richmond, VA. Boy, had I been wrong all those decades. Tom was nothing but outstanding in his service to me that day without being pretentious or overbearing. I guess he had seen my like before. As we went to ring up the sale he asked me if I would mind that there was actually a sale going on and I would save 30% (I was in one of those costs be damned situations, I need a suit). There was also a store card sign up bonus that day, etc. Suffice to say, the suit even fit great. So, I got hooked and have been going back there now for at least three years and remain very satisfied (this coming from a guy who would rather have teeth drilled without Novocaine than go shopping for clothing). Tom has moved on but I have found the other staff at the store equally excellent. Now as for the company advertising and catalogs ... they remain too preppyy and pretentious, but they've got the service and the clothing down pat. Believe me, if you knew my attitude towards clothing, you would understand how significant all of this is. read more

After purchasing much of my wardrobe at brooks brothers I tried to make my first return of pants that separated at the seam. They refused to accept the return despite the lifetime warranty. I'm giving them two stars because I like their clothes and the salesman was polite, but it is shocking that a high end store would do nothing substantive to assist me. read more

Twice I've had to order in suits from the warehouse. Both times I have had to constantly micromanage them just to get them to actually get the transfer done. They never call back that the work is complete. I've shopped at this store since 2009, and their customer service has fallen apart in the last 3 years. You'd almost think they would follow up on someone trying to spend $1500, but you'd be wrong read more