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Business Profile

Clothing

Brooks Brothers

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Brooks Brothers's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Your tag says MADE IN *****! It did not say that on the product picture provided on the sweater that I bought. I've taken screenshots of this and think the relevant federal authorities should be aware. This is illegal under federal law to falsely misrepresent the item origin during the point of sale and is fraud in the inducement. Moreover, I am done spending all of this money on Brooks Brothers for items Made in *****. I spent a lot of money here for Brooks Brothers to falsely misrepresent the tag in the picture in the link - I wouldn't have bought the item otherwise. They also clearly sold me a used sweater and called it NEW. When clearly it wasn't new either. To add insult to injury, their product review system is designed so you cannot leave an accurate negative review. Great quality except for the fact the tag in the picture doesn't say MADE IN ***** like the product I received does. Very deceitful Brooks Brothers! Fraud in the inducement is the legal term of art for this behavior. In the aggregate, this ***** U.S. commerce. Brooks Brothers needs to make this right. I'm not sending this back since I do not have the time nor the ability to fix their material and fraudulent misrepresentation. Here is the link to the product and the tag listed in the picture: *********************************************************************************************** The pictures I've attached are what I actually received - a dirty, used sweater that was made in ***** and materially different from the tag on the product in the link above.

      Business Response

      Date: 10/01/2025

      Our apologies for any confusion.  

      Our description of the item # MS01365, the Supima Cotton Heritage Sailing Half-Zip shows the item as "Imported".  We did not claim or state it was a made in the *** product at all, we show in the item description that  the sweater is imported.  

      If the customer feels the item was used we are happy to provide a return label to exchange the sweater for another one.  We have reached out to this customer and provided a return label to assist in exchange or returning the item for a full refund if that is what they whish.  

    • Initial Complaint

      Date:09/09/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for a Brooks Brothers credit card and both online and on the phone I did what was necessary to "active" the card. In both cases they said that the last four digits on the credit card were not accurate. I HAVE the card in front of me....it IS accurate!

      Business Response

      Date: 09/10/2025

      Dear **** ****,


      Brooks Brothers World Mastercard credit card accounts are issued by ********************* and managed by Imprint. Credit card information cannot be shared with Brooks Brothers ********** may activate your new card by creating online account using link: ******************************************************** then proceed to Activate option.

      If you need further assistance, bank representatives are available at ************.

    • Initial Complaint

      Date:08/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last year I requested to have my account deleted. Last month I got an email so I requested this again. They said both times that it was deleted. Now last week I got another email. I just want them to delete my account and data, and not to be contacted again.

      Business Response

      Date: 08/20/2025

      Dear Customer,

      We can confirm that your account has been deleted, and your email address has been unsubscribed.

      Sincerely,

      Brooks Brothers

       

      Customer Answer

      Date: 08/27/2025

      Better Business Bureau:

      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,

      ******* *****



       

    • Initial Complaint

      Date:08/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered uniforms on May 20th 2025. I have never received them. I did call Brooks Bros last week and was told they had no idea when I would be receiving my order! To not even have an estimate of delivery is unacceptable at 3 months later. This is a new contract with my employer so I 'might' assume they cant handle the work load. Still not acceptable for such a large and established clothing company. I do have my initial set that is not fitting me the same as the ones I tried on. I can only wear 2 of the 4 blouses which I am washing every other day. And those 2 don't fit right but I am forced to wear them. So I chose to order a different size. The material also does not seem like its the same, strangely. I have to wear what I have which has torn, pilled, pulled and does not fit me correctly. I m ordering another blouse today hoping that something will get delivered! I never thought it would take 3 months to not have them yet, and feeling like I will never get them. PLEASE just ship my order!

    • Initial Complaint

      Date:08/08/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good evening,I inquired about an incorrect refund amount on a recent return order. The chat agent (attached chat below) said Brooks Brothers doesnt refund sales taxes on orders. I have never heard of this illegal practices. I would like a refund on this amount please to my Brooks Brothers credit card (the original payment amount).Thank you ****** ********* *********************************** I returned order ********. All 5 items were returned and credited to my Brooks Brothers credit card but they didnt return ***** from the order. I didnt get a receipt and since all items were returned from the order, I shouldnt be charged $ *****. Thank you 6:55 pm One moment please.Please wait while I connect you to a specialist. Wait times may vary based on availability.Hello ******, thank you for contacting Brooks Brothers. My name is ******. Please give me a few moments while I review your inquiry.I can assist you with that concern. Could I please have your full name, email address, and shipping address for verification purposes only?6:56 pm ****** *********. ************************ *********************************** 6:57 pm After reviewing, ******, the $24.40 is the tax, and taxes on your purchase are non-refundable. That's the reason

      Business Response

      Date: 08/08/2025

      Dear Customer,

      We can confirm that you were refunded for the tax. An email with the details of the refund has been sent to you directly.

      Brooks Brothers

       

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had purchased a couple of items online on May 15th. The items were said to arrive by the 19th; however, when I got home, the items were nowhere to be found. I swiftly contacted ** customer service to find a solution, which they offered in the form of a refund or replacement. I very much wanted the items, so replacement it is. The replacement package needed a signature on Thursday. I had moved my entire schedule so that I'd be home. Nothing. The next afternoon, I received an email stating that the items were "delivered." A picture of both items (needing a signature) sitting on my doorstep, covered in the ** logo.I wasn't going to be home until later, but by then, the packages were gone. I contacted ** to find out why they were dropped off without a signature. They couldn't answer but offered a refund. I decided to refund my original form of payment. Except it wasn't. The next morning, I received an email that a merchandise credit was on its way (never arrived). I called ** once again and told them it was supposed to be refunded to the original payment. They told me to disregard the email and advised me that I should receive the refund by Friday. A week goes by, nothing. I call them again, they say Friday. Another week...nothing.I called again and asked to speak with a supervisor, to which the customer service representative argued, saying, "I can do what a supervisor can do." I provided my order number and explained; she transferred me. The supervisor says she needs to contact the finance ***** I got an email on Monday, June 9th, stating that I would get my refund on the 13th, but nothing. I've been lied to repeatedly. I've gone ahead and contacted my bank, as obtaining a refund from your company is useless. I request that BBB warn others of what your company is doing, as attempting to recover my money from you is like pulling teeth. I also suggest that you retrain your staff, as being argued with and lied to is insufferable, not to mention showing incompetence.

      Business Response

      Date: 06/16/2025

      Good afternoon ******* 

      We would like to confirm that when we look on our side we can see that we have processed this refund of $488.56 back onto your original form of payment on 6/9. Usually the refund can take around 3-5 days to reflect on your statement/account. As you are still not seeing that refund on your side we are going to reach out to our finance department for a refund confirmation that can be sent to your bank to confirm that the refund has been processed. 

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased pants at the store in *************, **. Later when I had a chance to wear them, they didn't fit. I went online to return them and got a return authorization to ship them back. Before going to **** I ended up over at the mall and tried to return them in person. I was told that since the return process was already initiated online and in the system as an online return, I had to mail them in. They refused to accept the return in store (which sounded very odd). I mailed them back via ***. No one ever outreached to confirm receipt. A few weeks later I looked and confirmed the tracking number showing delivery on March 25, 2025. I called to see where the credit was around mid April and they told me it would take time to process. I called back several times mid-late April as the credit never appeared. Finally, someone said a credit was processed April 4 (all other agents never shared that information). I inquired then where the credit was posted and they gave me two credit card numbers with each getting a certain amount of the total refund (I used two cards to pay). One card was a **** gift card that I no longer have and this was explained to a few different agents. Finally, on April 25, I was told a check would be cut for the amount owed (equal to the amount that went on the card that I no longer possess). As of May 7th, the check has never arrived. I have called at least 10 times and spoken with agents who say the check status is being investigated by a supervisor. When I speak to the supervisors, they tell me they need 24 hours and will call or email me with the check status. They NEVER do so. Also, the past two have told me they may be "out for a few days" and that another supervisor may step in during their absences. The service is horrible and I will likely never buy from them again. Can someone help me get the ~$58.00 check that I have heard for nearly two weeks is "in the mail"?

      Business Response

      Date: 05/23/2025

      Dear Customer,

      The refund request has been submitted to the finance department, and we are now awaiting the shipment status and have left a voicemail with the update.

      Sincerely,

      Brooks Brothers

       

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a gift for my son-in-law on ************************ advertising that it would be next day delivery. I had a week of unhelpful representatives from Brooks customer service. They said I had to deal with ***. Also insisted that I needed to be home every single day until it came to sign for it a week of my life making sure someone was home. They said I should purchase a new gift card after giving them $150 already the responses that I received by every representative were so unprofessional and unbelievable and every phone call I made resulted in a week long stressful gift that I never received.

      Business Response

      Date: 04/04/2025

      We have issued a refund for the gift card order.  

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned the order ******** mid January and been waiting to receive the money back ever since. Website doesn't have a live chat so I emailed ******************************** for an update but never got a reply. I called today and got a female agent on the phone. She asked for my information and started looking into it just so she could say after 5 minutes that she's gonna escalate my issue to another department and I need to wait at least 7 business days for their response. This doesn't even make any sense considering that I waited the timeframe listed on Brooks Brothers website and now I have to wait additional time just so I could get a reply from a different department since the customer service itself cannot help.

      Business Response

      Date: 02/20/2025

      Hello,

       

      We have reviewed your order # ******** and have escalated this to our returns team to investigate and process the return as soon as possible.  

      Customer Answer

      Date: 02/25/2025

      Better Business Bureau:

      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,

      ******* *******



       

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 16th 2024, I purchased garments from Brooks Brothers (BB) through their third party credit card (cc) partner Imprint, which was promoting a 20% discount on first time purchases. After reviewing my cc statement on February 6th, 2025 and noticed the amount due was higher than expected, this prompted me to contact the cc company, Imprint, the very same day and I spoke with their representative ********* and received the following response the next day.******** (Brooks Brothers World Mastercard)Feb 7, 2025, 10:01 EST Hello **** ****************** you for waiting patiently. This is ******** from Imprint and Brooks Brothers World Mastercard. I have received an update from our team regarding the introductory offer for new cardholders: you can get 20% off your first Brooks Brothers purchase upon opening an account. You should have received an email with a code for this 20% discount when you accepted the offer. To apply the discount, simply use the code during the checkout process. As much as I wanted to, we are unable to offer refunds for the price difference. However, I can request a new 20% discount code for your next purchase. If you need the code, please let me know in your next reply. Best, ******** Imprint Support At no time during the online credit card enrollment process, and subsequent garment purchase was there ever a prompt and/or section to enter a "code", nor was there a disclosure of said code anywhere throughout that was required to receive the discount.

      Business Response

      Date: 02/12/2025

      Dear ***********,

      Thank you for contacting Brooks Brothers.

      We sincerely apologize for any inconvenience when signing up for our Brooks Brothers World Mastercard and placing order *********

      We have added the 20% off to your order. Original order total $908.60. New order total $726.88. Please allow 3-8 business days to see this reflected to your original form of payment.

      Thank you for your patience and understanding while we are processing this. 

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