ComplaintsforBrooks Brothers
Clothing
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Complaint Details
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Initial Complaint
04/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 5th I made an in-store purchase of $717.01 worth of items (Order #********). I was told they were not in the store so they would have to be shipped to me. My credit was charged at the time, and the total amount was processed. I was not told that the items were on backorder, and I immediately received and e-mail indicating the delay until April 9. On April 10, the back order was delayed until May. I attempted to cancel my order from customer service who first told me they canceled the order, and then when I requested a confirmation of the refund I was told the cancellation was incorrect and I would need to contact the store. I contacted the store the next day and was told the item was canceled already. I have yet to receive a confirmation that the refund was initiated, much less the refund. On April 12th I contacted customer service again who told me that the item was displayed as canceled, but that my card was not charged. They then told me they use a different computer system than the store, and I would again need to contact the store.The failure of Brooks Brothers to inform me of the back order prior to the purchase, and the failure to ship the items is a direct violation of the FTC's Mail, Internet, or Telephone Order Merchandise Rule. I have had a $717.01 charge accruing interest on my credit card for over 30 days, with no communication, and a constant run-around in seeking the refund.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 5 items and wanted to return 3 items for various reasons. I tried on and that's it. They are brand new with tags still. Retailer claims 2 of the items I want to return are "Final Sale". I explained my order receipt didn't say "final sale" or my packing slip. **************** said "it says it on the item page". I didn't notice it on the item page or I wouldn't have bought these two items. I wasn't sure if they were going to fit. I kept a few items and wanted to return a few items. I tried to lookup my order on my account and it says "sorry you don't have permission". I told **************** this and he said they're doing work on the website. The website has multiple errors when clicking on different links, so I'm not even sure now the item page said "Final Sale" when I purchased the items. The item page does say "final sale" now. I'm sorry but it wasn't made clear these two items were final sale. In any case, the fact these two items were final sale wasn't made clear on any receipts, emails, or packing slip. I shop at many retailers, historically all retailers will make it very clear on order page, order receipt/email, packing slip that these items cannot be returned. I feel like I was tricked. refer to order number ********.I posted photos of the website being broken, and customer service putting me on hold for 51 minutes after treating me terribly. It was clear he wasn't returning to the call. I should say this also, I'm a really easygoing guy, I rarely have dispute issues. I almost never give bad reviews. It takes a lot for me to spend the time and energy on negative experiences.Initial Complaint
03/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
-Order place online 10 Feb 2022 at brooksbrothers.com for Item#: MH00595; Order number ********. Cost was $214.07, after taxes. -Brooks Brothers used ***** to ship item but ***** could not ship due to incomplete address. I contacted shipper several times; Request numbers ******, ******, ******, ******, ******. I requested shipper update address twice, both times I was told the address had been corrected but it was not. ultimately, I asked ***** to return item to shipper. Follow-on correspondence with Brooks Brothers was seeking refund.-***** returned items to Brooks Brothers on 16 Feb 2022 at 10:20AM, package was signed for by ******** -I have been told by Brooks Brothers they are short labor and my refund would take a several days, then i was told it would be done by 25 Feb 2022. It is now 28 Feb 2022, almost 2 full weeks after items have been returned to Brooks Brothers and I have not received a refund or any concrete information as to when I should expect a refund. At this point, I feel I have been taken advantage of as a consumer as though the company has my money and the merchandise.Customer response
03/01/2022
Better Business Bureau:
I have not reviewed the response made by the business in reference to complaint ID ********, but I did get a refund in the amount shown on the order but not the total amount charged to my bank account therefore, I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
12/29/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They canceled my order without any reason, without any notification. When I call to check, they re-ordered them but removed the discount.Initial Complaint
12/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made an online order using a gift card on the Brooks Brothers website on 11/30 for $26.09 but the order never went through because when I clicked to complete the order I got an error message that the shirt is not available, yet I was charged for this order. Because the shirt was not available I never received an order confirmation but my gift card was still charged. Then I bought a different shirt for $29.01. When I clicked to complete that order, it went through just fine, and I did receive that shirt. I am trying to get my money back for the order of $26.09, the order that does not exist yet I was still charged. I tried to contact BBB support but they were not helpful so I'm escalating this to BBB. I essentially paid for something I never received and doesn't exist in the BBB system.Initial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi Support team,Could you pls help me with the ecard issue below?I tried to make an order on ******************* But it seemed like the system went error when I made the payment by gift cards. I couldnt find my orders and also lost the money in my ecards. I wrote three email to their support team but with no replies for half of month. And I called the agent but they couldnt give me any solutions. So could you kindly help check my card status and return the money back? Thank you!Account: ***************** Ecard No:**** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** **** **** **** **** *** Thank you so much and looking forward to your prompt reply.Initial Complaint
11/10/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchase an item online from Brooks Brothers.com. I had to return the item and I was told that it was ok to take the item back to the store. I went to the store, the item was inspected, and I got a receipt from the item. I was told that the credit was going to be processed through the online department. It has been over a week and I called customer service and I spoke to manager *******. They are refusing to give me a credit back because they say they don't have the item. I have a receipt from the store that I returned the item but now I am not sure where the package is. It has been over a week and they are refusing to give me credit. Please helpCustomer response
12/22/2021
Better Business Bureau:
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
09/08/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a suit from the Brooks Brothers online store on August 12th. I received the suit on August 15th. The suit was too big, and I was unable to create a shipping label online. After initially trying the suit on, I placed it back in the plastic wrap that it came in, and left it in my closet until I attempted to return it today, September 7th. The clerk at the store said that he believed I had worn the suit, and refused to accept the return. He said it had shown "signs of wear". Besides initially trying it on, I have not worn, tailored, washed, or done anything else to the suit in any way. The representative on the phone lines have been extremely unhelpful. The suit does not fit, and I would like to return it.Customer response
10/20/2021
Better Business Bureau:
At this time, I have not been contacted by Brooks Brothers regarding complaint ID *********
Sincerely,
***** ****
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Customer Complaints Summary
48 total complaints in the last 3 years.
14 complaints closed in the last 12 months.