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I bought a 40SH by accident and called to cancel the order. Spoke to Jackie I think.

Also ordered 32 pants. Was told it might be too late to change/cancel the order on the jacket since it was already being preppred for shipping but they would try and get back to me. I never heard back. I received the 42SH as requested and in addition another 42SH was sent.

I was charged for both 42SH jackets and the 32pants. Received everything (eventually), the 33 pants took weeks to arrive. Turned out the fit was no good to high cut in the arms and too tight in the legs despite waist size. Returned everything around mid December.

12/24 received an email that a 40SH jacket had shipped. I called immediately and let them know that was an error. The rep said that it was on backorder and they must have forgotten to cancel it when the other order was placed. She was able to cancel the shipment with Fedex and about one week later the charge was credited.

Called the week of 1/6 to check status on my returns as the tracking showed they received them on 12/31. Was told that they were really behind and to give it time. Called on 1/24 and was told that they showed they had credited me everything I had coming. I walked through the returns and the tracking numbers.

Nicole pulled in a supervisor (Natalie) who called the warehouse. She called me back to tell me that everything was done. I went through all the details again and she double-checked and they finally acknowledged that they actually did have the merchandise because the tracking showed so and that I would be credited the remaining dollars for 2 jackets and a pair of pants. I will never do business with Brooks Brothers again.

They absolutely don't know what they are doing. They were rude to me as I explained things multiple times as though I were to blame somehow. It's obvious that they have major gaps in their processes and don't seem interested in improving.

I predict they will be a non-entity in the next year or so. The market demand is there but the leadership at Brooks must not understand the relationship between sales and service.

Location: Fitchburg, Wisconsin

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