BROOKS BROTHERS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedAlthough, the especially for the specific location the incident occurred and future business with the company is broken Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Brooks Brothers regarding complaint ID [redacted] .Sincerely, [redacted] ***

Revdex.com:At this time, I have not been contacted by Brooks Brothers regarding complaint ID [redacted] .Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

A replacement shirt is being shipped to the customer at no charge

Company will issue an additional $credit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedHowever, I am not sure why it was so difficult to get this settledThe customer service for this "premium" store is comparable to that of a discount retailerThey can learn something about Customer Service from stores like *** and ***
Sincerely,
*** ***

We called 10/3/to cancel internet services and a corrected bill Were told once bill created its too late, you have to pay entire month
Hughesnet installed our new internet service on 10/2/because Farmer's had a pole in our driveway and received radio signals for our internet We had so many problems we decided to try Hughesnet to see if they could give us good service They came out and it works great Called Farmers on Monday am when they opened to ask for a corrected bill for the two days we owed We were told once a bill is created there is no way to correct it and we have to pay for the entire month I paid it on the 11th because I didnt want to ruin our credit but how can a company not know how to correct a bill She even asked if we'd like to keep the service till the end of the month since we had to pay for it anyway I told her NO, why would we want to do that since Hughesnet was working perfectly..?? It seems unfair that a consumer has to pay something for no

Revdex.com:At this time, I have not been contacted by Brooks Brothers regarding complaint ID ***.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
The business had promised to send the items overnight and they failed to do soAs a result the items arrived too lateI no longer have a use for them and had to return themAnd now I am charged a $return fee, which is not rightThis was not my fault
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We will be reaching out to the store and the district manger to get a resolution for this customer. We will also provide an update as soon as we hear back.

Revdex.com:At this time, I have not been contacted by Brooks Brothers regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Although, the especially for the...

specific location the incident occurred and future business with the company is broken.
Sincerely,
[redacted]

Incorrect items were replaced and sent to the customer on 12/**/15. Due to the New Year's Day holiday they were not delivered until 1/*/16. At this time we consider this matter closed.

Revdex.com:At this time, I have not been contacted by Brooks Brothers regarding complaint ID [redacted].Sincerely,[redacted]

Review: I found spots on my purchased shirt. When I went to exchange it, Sadia, customer service rep said it had been worn. I assured her that it has not and I unfolded it to iron when I noticed the spots. The associate, Sadia, looked at me with disgust and said they would not take it back for refund nor exchange because it had been worn. I was treated as an outsider or look on as of very low status. It was embarrassing. She said with a higher than thou demeanor that I could speak to her boss and call the company customer service. She treated me as a theft and embarrassed me so much that I just left. The shirt was never worn! It was brand new, given to me as a present!Desired Settlement: Replacement or refund.

Business

Response:

A replacement shirt is being shipped to the customer at no charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Although, the especially for the specific location the incident occurred and future business with the company is broken.

Sincerely,

Review: Several cases of merchandise NOT matching photograph and misrepresentation in description. Also, very unethical practice of DOUBLE-CHARGING on credit card purchases online. I contacted Customer Service several times in order to resolve my issues, to no avail. I returned all the items that were misrepresented and asked for shipping refunds, as it was not proper to pay for items NOT AS DESCRIBED or PICTURED. Twice, also I was charged a hefty shipping fee for items sent even though I am enrolled in the Shoprunner free-shipping service. The order will show no shipping, but then when the charge goes through, a shipping charge mysteriously appears. This has been done even on an item that was defective and a replacement ordered. Several times an order was not processed because the Brooks Brothers system charged twice for the same item -- this happened at least twice with a jacket costing between $300 and $400 dollars. I sent a Customer Service Manager individual invoices that were emailed to me from Brooks Brothers and have been completely ignored.Desired Settlement: I want a refund for all the disputed charges, including a price adjustment for an item on sale currently. I think that as a Brooks Brothers customer with many, many purchases, I deserve some courtesy compensation for my time and aggravation dealing with these matters for the past several months. The issues have been dragging on entirely too long now.

Review: Order # [redacted]

A few days ago I placed my first ever order with your company. The whole experience has been frustrating. The items I ordered were for the New Years weekend. When I opened the box this morning, instead of the sweaters I ordered I found 3 unrelated polo shirts. I called Customer Service and the first lady was very nice. She informed me that they would create a new shipment, but that the blue crew neck I had ordered was no longer in stock. But she mentioned that they could see if someone returned the sweater that they had sent them (since they must have mixed up the 2 orders). Or I could order another color. I told her that I needed a few minutes to look for another sweater/color. I called back 5 minutes later and told the new lady that I wanted the same color, but would settle for the V-neck. So far so good. Then she told me to return the polo shirts and also asked me what the items numbers were on each of the 3 polo shirts. So far so good as well. Then she told me that they would not ship the sweaters I ordered (and which I paid for) UNTIL I returned the polo shirts. I explained that I needed these sweaters asap, and due to your mistake I 1) did not have them in time and 2) the blue crew new I wanted is no longer available and now I have to go to the post office TODAY to have the sweaters shipped. Of course I will ship them back, I would have gone to the post office the first week of January. But now I was forced to somewhere fit into my day to go to the post office, stand in line waiting to have the items I ordered and was already charged for shipped to me. I am not sure if you have done on-line sales for some time, but in any case you might want to look for Amazon as an example on how to treat customers..... You pretent to be a higher end store, but you treat your customer as if I am going to steal from you and/or force your customers to change his schedule for the day by holding the shipment of what I have paid for hostage. Very disappointing. I am not sure if anyone would even care about my opinion. But I thought that you should know how I feel. I have little incentive to buy from you again.Desired Settlement: The store should ship the items that I paid for, without holding me hostage to the return of the things I never ordered.

Business

Response:

Incorrect items were replaced and sent to the customer on 12/**/15. Due to the New Year's Day holiday they were not delivered until 1/*/16. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business had promised to send the items overnight and they failed to do so. As a result the items arrived too late.... I no longer have a use for them and had to return them. And now I am charged a $7 return fee, which is not right. This was not my fault.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Company will issue an additional $7.00 credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, I am not sure why it was so difficult to get this settled. The customer service for this "premium" store is comparable to that of a discount retailer. They can learn something about Customer Service from stores like [redacted] and [redacted]...

Sincerely,

Review: I placed an order late at night on 12/**/15. The following morning I was informed that this gift was no longer needed for whom I was purchasing it for. When I called 12/**/15 to Brooks Brothers Corporate I was informed the entire company was off for the day due to the holiday. So I called as soon as the company's customer service opened up on 12/**/15, 8am, to cancel my order. When I was connected to the representative, she informed me that I could not cancel my order because it was too far along the process. I asked her how that was possible when your entire company was closed the day before when I tried to cancel and I am calling as soon as your company reopened after the holiday? She replied with, "there's nothing I can do, it's too far along the process." She then informed me that once I received the order instead of shipping it back that I could just take it to a store and return, this way I can just get my money back right away. When I received the product, I went to a store to return, but the clerk informed me they cannot give me my money back and that I would only get a store credit. I asked how is that possible when I am well within the return policy and she informed me that it's because I paid with paypal. I explained to her that the customer service rep on the phone told me that did not matter that I could return in the store for a refund of my original payment. She then rudely said, "you can return and get a store credit or you can mail it back out for a refund to your original form of payment, you decide." I was so shock that once again I was given poor customer service. I go home and process the return by shipping it. I mailed it out 1/*/16 and it was delivered 1/*/16. I called 1/**/16 and tried to figure out why I was not informed that they've received my order and what is it taking so long for my refund. I was informed that me refund would be by the end of the week, but if I do not get it to call back Monday. Well this did not settle with me. In fact I lost sleep over it. I've ordered plenty of things online before, through many different websites and stores. They email me once they receive my return. They email me once they process my refund. And I get my money back within 2-3 days. Nike for example, a company that does way more business than Brooks Brothers. Received my shipped return on 12/**, and I was refunded my money 12/**. So with that being said, I call Brooks Brothers again today, 1/**/16 and asked again if they've received my return. I'm then informed that they cannot tell me if they've received anything because this time of year it could take 3-4 weeks to process a return. So I was misinformed three times and now I am stuck without my funds for over a month because of this whole situation and the only thing that was given to me was poor customer service and $7 free return shipping.Desired Settlement: I want my money returned to me. I should not have to wait for them to process the shipment which could take up to 3 weeks. I wanted to cancel the order in the first place, I didn't even want the product! I'm first told I cannot cancel my order. My money is taken from my account within a day. I was told over the phone I could take it to a store but then I couldn't. I was informed over the phone that I would receive my refund by the end of the week but today I'm informed that my return won't even be processed by the end of the week even though the tracking number shows the product has been delivered. If the product is at your location and I didn't even want it, so you know the order is in perfect condition, then I want my money back now! You have the product. I want my money. Your company is so quick to take my funds, but now I am informed that I won't get my fund back for almost a month????

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: A few days ago I received a Brooks Brothers Sales Brochure, anouncing their Semi-Annual Sale.The Sale started today on June **.One day a f t e r Fathers Day.I went to the Brooks Brothers Store at the St.Augustine FL. Outlet Mall.The item in their brochure advertising a 40% discount on Dress & Sport Shirts.It says Buy4 get 40% off.It mentions no qualifier like " Selected Styles " or this Sale doeds not apply to Outlet Stores.I showed the brochure to one of the sales clerks and he said it was good.When I took my selection to the Cashiers Counter he excused himself to double check on the validity of the offer for their store and came back anouncing that the offer did not apply to their store.I left the store and called the cutomer order ####-###-#### and was told the store was correct in not honoring the Discount. I am apalled the Brooks Brothers can operate in this fashion without being called[redacted].The Flyer was addressed to me a Card Holder.Desired Settlement: I have a copy of the flyer that I can scan or fax as proof that there is no mention of the fact that outlet stores do not qualify. Therefore they should honor at the St.Augustine Store and for that matter in all other outlet stores.

Consumer

Response:

At this time, I have not been contacted by Brooks Brothers regarding complaint ID [redacted].

Sincerely,