How Good is BB's So-called "Unconditional Guarantee"? - Page 5

Thanks for the feedback. I probably won't bother trying to return the coat to BB; I was interested in gauging the extent of their "guarantee" and it sounds like, although excellent for short-term returns and adjustments, it's not as generous or storied as LL Bean's.

The coat has lasted ten years, but I am disappointed that it didn't hold up better given what I paid for it (probably hundreds more than a normal navy pea coat), fraying at the cuffs and tearing in the lining despite generally good care and ordinary wear.

So it's unlikely that I'll replace it with another BB coat.

Reasonable expectations aside, repeat that word for word to a BB clerk, and they may insist on offering a refund or replacement.

Seems to work in the US only.

For Singapore/ HK, they offered me "30% discount voucher on next purchase, and a small gift like cufflinks..." This is for a suit that has bubbled so badly on one side.

Don't they typically sell the suits at 50% off during sales? What good is 30% discount.

I have a Brooks Brothers overcoat from 1936 that's beginning to show its age. I can scarcely imagine what would happen if I hauled that sucker in expecting to have the guarantee honored.

They might refund the $15 they charged back in the day.

Yeah, but I don't have the receipt, so theoretically they'd be compelled to issue me a merchandise credit card for an overcoat at the current price--based upon their guarantee. Since the Black Fleece stuff is the only thing that comes even remotely close in quality, would they be on the hook for two grand? This seems beyond the pale.

I wonder to what extent they have to put up with such shenanigans? I've heard stories about the LL Bean guarantee where certain people would use it to get a new pair of free camp moccasins every few years or so.

So to report back on the botched alteration to my BBBF suit: The tailor at the madison ave store insisted there was nothing wrong with it, when even the SA that was in the fitting area agreed that the vent on one side seemed out of whack. The tailor said he would re-press it for me and that would fix it. After waiting around for over an hour (making me late for an engagement), they give me the jacket back. The pressing they did nothing but put marks in the jacket where the lining was. The vent still does not sit properly and they still insisted it was fine. All he wanted to do was let the waist out (which there was no room to do). Even though I am no tailor, its clear to me that the vent was not taken in properly. There is too much fabric in the vent on one side and not enough on the other. They did not seem to want to make good on the alteration. I guess I will try another store (maybe the bleeker street black fleece store) before I through a fit.

Call customer service.

If that doesn't work, report the problem to the corporate office. I have always found the corporate office more responsive, when any company is unable to resolve the issue. I send a small letter to the corporate headquaters and address it to the CEO. Most companies will usually forward the matter to a "Executive Complaints" or "Presidential Complaints" dept. These reps can very helpful, so treat them nice.

Customer service:
http://www.brooksbrothers.com/help/help_main.tem

Corporate:
http://www.brooksbrothers.com/aboutus/contact.tem
http://www.hoovers.com/free/co/people.xhtml?ID=43893

I'd try the store manager first, if you haven't already. I've found the managers to be terrific at making things right.

I tried putting this to the test today at the Madison ave store. I bought 2 sets of 3 shirts at 2 separate occasions and found that I purchased the wrong size due to incorrect measuring/shrinkage. My exchange was refused because the shirts weren't new/had been worn. I insisted about the policy and they still refused me. I just called customer service and was told that I could send my shirts in to 346 Madison Ave customer service department for store credit which is all I wanted. I am not sure if the manager thought I wanted money for my items, but I was only interested in having more Brooks Brothers merchandise that was equal to my purchase (proper shirts); I've already given them my money at this point.

That's rockin'.


- B

This is very surprising to me. I have returned a few non new / worn items at BB and it has never been an issue.

I mentioned the guarantee and used the word "exchange". Which could have made my refusal due to semantics. However, I also was very clear about my desire to replace the shirts with proper fitting shirts, which I'd imagine would prompt a manger to issue a gift card with the current value. This is what I need anyway in order to get the right shirts, as they don't stock the size I need in the stores (15.5/36; broad shoulder + long arms).