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Brooks Brothers store annoyances - Page 4

post #46 of 68
All over the board for me and I've been shopping there for 25 years, first with my father at the old Philadelphia and New York stores, then at various in NJ and NYC. Doesn't seem to matter what I'm wearing, either. I do note that if I go there with a specific request I'm treated better, for example, "I'm looking for a hopsack blazer in 40R."

I think it's just typical of big corporations: some employees care more or are more perceptive than others. Don't take it personally. I still think BB offers best value in CBD. I also always order my shirts online from the during the post-xmas sales.
post #47 of 68
Quote:
Originally Posted by musicguy View Post
I've had really bad luck with Brooks Brothers. Here are some of my experiences. 1) Went in six months ago to get some MTM shirts made. I waited 15 minutes for someone to help me out while I asked for help. Finally the manager came. I had a specific request to see if they had the fabric I wanted and she said that she would contact the person in charge of MTM and get back to me. I made an appointment but I told her I would wait for her phone call to see if they even had the fabric I wanted. She agreed to this but ever got back to me and wasn't the nicest person to deal with. She coddled me in the end saying that BB would love to make shirts for me, sensing that I felt that I wasn't treated well. 2) I was looking for some tails. I spoke with a very nice gentleman working there. He told me he would get it in stock in my size and I could come in and try it on. No pressure to buy. I was pleasently surprised and looking forward to it. It took him 2 weeks to call me back, after which I received calls from his cell phone multiple times. I was busy when he called (or asleep) and finally I was free when he called the third time. He wanted to see if I wanted them to get the tails in stock. So much for doing what he told me he would. 3) I wanted to buy a tux from them. I spoke with another SA there and he wasn't very helpful at all. I tried on the tuxes and found a size that would work for me, but they didn't have it in the store. It was a busy day for me and he was particularly slow in helping me. He finally sensed I was in a rush and said that he would call me back in one hour to let me know if he was able to find it in my size at a store. He never called me back. That was about two weeks ago. The underlying pattern in dealing with BB is that they seem to not take me seriously. I come in always wearing nicely tailored clothing and a willingness to purchase items. Yet, nearly every time I'm there, I either get the cold shoulder, am treated like a kid or they don't respond to my requests. What is the deal with this? Is it because I'm not a 50 year old WASP that they don't take me seriously? I'm in my upper 20s and it's not like I show up in Ed Hardy clothing and ask for the cheapest items in the store. This is the downtown Philadelphia Brooks Brothers. I went to a BB in NYC asking for Black Fleece and the SA there gave me a cold shoulder and, rather than being interested in helping me out, mumbled that I could only get Black Fleece at the other store. Only once or twice have I been there where they treat me well. Has anyone else had this kind of experience with BB, or is it just the Philadelphia store? Is there something I'm missing? I've been to many other high end men's clothing stores and have been treated extremely well, but it's almost always the same with Brooks Brothers. tl;dr: BB sales staff treat me like crap. Anyone else?
i agree, this happens to me too, im pretty sure its anyone under the age of 30. not really their normal clientele, maybe check out some more fashion forward places? and i actually stopped going there the last time after they blatantly ignored me, then kept doing that "can i help you" thing that gets me out of the store since i was the only one under 40 there what i don't get is how they heavily advertise to people in their 20's? haf of the damn articles in gq/esquire have brooks brothers in the mag its probably just there to make the older clientele feel like they're wearing clothing oriented toward the younger crowd? anyhow i recently found a tailor who agreed to make bespoke dress shirs for about $120 a piece, i'd reccomend smaller tailors over places like brooks brothers who think they are too good for the younger sector of the market
post #48 of 68
Quote:
Originally Posted by viator View Post
It sounds like the OP is suffering from "out of sight, out of mind" on the SAs' part. Many of the anecdotes revolve around asking for an item to be brought to the store so the OP could try the item on. My guess is that, since there was no sale being made that day, you dropped to the lowest priority on the SAs' lists and they forgot about you. I'm not saying it's good service or you did anything wrong, in fact it's terrible service, but I suspect this was the rationale for your treatment.

The Baltimore store has always been great about bringing stuff in from other stores for me to try.
post #49 of 68
I have the same problem. I went in a few times and always get the cold shoulder. I went in to pick up some shoes once, and waited by them for 30 minutes and finally got sick of being ignored and left. Same story when i went in to ask about the MTM shirts. not a word. Once I was planning on buying the Peal slippers for my dad for a nice gift....waited for about 30 minutes poking around by them trying to make eye contact, and finally left. The shitty thing is that the store manager is a friend of an employee. I make sure each time to complain about their awful service. Ive never had such a hard time giving my money away.

on the other hand, we also have a 346 outlet....and they are the most helpful people ive ever shopped from. they dont have much inventory that i like, but the service makes up for it.
post #50 of 68
My past experience with BB stores was not very pleasant. Everytime I go there, rude SA ignore me. I have to chase them to ask questions. And some SA's don't even know what they're talking about. And they think they sell high-end menswear that only old rich grandpa can drop his money on BB's shit.

Stores I visited: South Coast Plaza, Las Vegas, Century City.

And I found that BB Outlet SA's were more helpful and very kind.
post #51 of 68
I also agree that BB customer service is horrid. I typically go to the stores in Century City and Beverly Hills (Rodeo) and get ignored. Last time I was there, I went ready to purchase a pair of bluchers and a couple suits and ended up walking out empty handed because of the customer service. The reps weren't busy either, but standing around or talking on the phone but when I asked for help, I got blown off. It might be because I look young and also don't dress up when I go shopping, typically in jeans and a casual shirt.
post #52 of 68
Quote:
Originally Posted by MidfieldMan View Post
I've had similar experiences at certain BB stores on occasion. I couldn't help but think it was due to age as well (I'm in my late 20s). BB definitely has older sales associates than most apparel stores. Some are nice and incredibly helpful, others seem bitter and stuffy.

The JPress employees are considerably older than most BB employees, and they have been nothing but kind and courteous. However, I often find in stores selling big names, like Tourneau, the staff has a chip on the shoulder--as if they are better because they are selling (insert big watch name, big clothing label, etc....)
post #53 of 68
I've been to five Brooks Brothers stores and never had any trouble getting good service. I'm 19 and was always dressed casually.
post #54 of 68
Quote:
Originally Posted by lenahan View Post
The JPress employees are considerably older than most BB employees, and they have been nothing but kind and courteous.

I never noticed this before, but now that you mention it, this is true in my experience too.

Quote:
Originally Posted by lenahan View Post
However, I often find in stores selling big names, like Tourneau, the staff has a chip on the shoulder--as if they are better because they are selling (insert big watch name, big clothing label, etc....)

By contrast, I've found that the "big name" stores are more likely to give quality customer service, regardless of what you look like (age or dress-wise) if they're a storefront for a single higher-end brand or designer. Ex: the first time I ever stepped foot into Turnbull and Asser, I was dressed like absolute hell, and they gave me outstanding customer service. Maybe it was a case of "you must be rich if you dress that poorly," but I doubt it. It's just good business to be aware both of the value of your product and of the value of actually selling it.
post #55 of 68
Quote:
Originally Posted by DerekS View Post
on the other hand, we also have a 346 outlet....and they are the most helpful people ive ever shopped from. they dont have much inventory that i like, but the service makes up for it.

I had the same experience at an outlet in Seattle.

The regular BB in Minneapolis ignored me
post #56 of 68
I've been shopping at Brooks (NYC store @ 346) since I was in prep school. I've been out West for the last 25 years and they opened one locally about four years ago. I'll hit it on sales for the odd pair of Peals or a belt or tux shirt, and have found the service to be pleasant but consistently dismal.

On no less than three occasions, they haven't had what I wanted in stock. Fine. They call around and order it, I pay and get free shipping. So far, so good. Then the product arrives and it is either the wrong size or the wrong color. Back I go. Re-order it. Two-three weeks go by...nada. Call the store. "Oh, we can't find that order... it must have been lost." Re-order, again. Product arrives - wrong size or color. Back I go...

One time can happen to anybody. Three is more than a random pattern.

Worst case was when I bought an OCBD on their last 3-for-whatever sale. Hadn't rocked a BD in years and was feeling nostalgic one day so I went in and picked up a few. They didn't have one of them in stock and ordered it (see above highlight reel) and it took more than 7 weeks to get the shirt. This was not a special order; it was a standard SKU in the store or the web.

Seven weeks!

When I got it I asked to see the manager and explained what had happened. "Seven weeks? I could have had a full order of custom shirts done in less than that - what's happened to Brooks Brothers?"

He just shrugged.
post #57 of 68
Quote:
Originally Posted by lenahan View Post
The JPress employees are considerably older than most BB employees, and they have been nothing but kind and courteous. However, I often find in stores selling big names, like Tourneau, the staff has a chip on the shoulder--as if they are better because they are selling (insert big watch name, big clothing label, etc....)

They seem to be around the same age to me, but I agree, I always had better service at JPress.
post #58 of 68
DC stores at friendship heights and conn ave have always been great to me, and I'm young.
post #59 of 68
Quote:
Originally Posted by NAMOR View Post
Hrmm, maybe. I am 24
You look older in your avatar.

Quote:
Originally Posted by vncrz View Post
FWIW, the only time I've been to the Philly store one of the saleswomen certainly came off as rude. The salesmen in the Conn Ave store in DC which I frequent have been very friendly and helpful though
I work in an east coast retailer stretching from New England to below the Mid Atlantic states. The farther south you go from New York, the friendlier and better service you get. The difference between Philly and Baltimore alone would amaze you.
post #60 of 68
I went to the BB in New Orleans to find some new shirts. I was new to BB shirts at the time and wanted to see the difference between traditional fit and slim fit. Of course everyone here could tell me that trad fit is actually big enough to use as a tent, but I had no idea. I asked to try on the two different shirts and the SA would only let me try on a short sleeved store demo shirt.

She didn't advise me at all about the fits, and let me (5'10" with a 33" waist) walk out with $150 worth of trad fit shirts.




It's a huge contrast to every RL store I've ever been to, where they'll let you try on anything and actually try to help.
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