1. Welcome to the new Styleforum!

    We hope you’re as excited as we are to hang out in the new place. There are more new features that we’ll announce in the near future, but for now we hope you’ll enjoy the new site.

    We are currently fine-tuning the forum for your browsing pleasure, so bear with any lingering dust as we work to make Styleforum even more awesome than it was.

    Oh, and don’t forget to head over to the Styleforum Journal, because we’re giving away two pairs of Carmina shoes to celebrate our move!

    Please address any questions about using the new forum to support@styleforum.net

    Cheers,

    The Styleforum Team

    Dismiss Notice

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

Discussion in 'Classic Menswear' started by markdc, Jul 2, 2007.

  1. mdgately

    mdgately New Member

    Messages:
    3
    Joined:
    Sep 14, 2009
    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.
     
  2. Taken Aback

    Taken Aback Well-Known Member

    Messages:
    124
    Joined:
    Aug 28, 2009
    Reasonable expectations aside, repeat that word for word to a BB clerk, and they may insist on offering a refund or replacement.
     
  3. T900

    T900 Well-Known Member

    Messages:
    131
    Joined:
    Sep 19, 2006
    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.
     
  4. Vintage Gent

    Vintage Gent Well-Known Member

    Messages:
    2,748
    Joined:
    Mar 12, 2003
    Location:
    The People's Republic of Galveston
    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.
     
  5. intent

    intent Well-Known Member

    Messages:
    4,391
    Joined:
    Jan 26, 2009
    Location:
    Portland, ME
    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.
     
  6. Vintage Gent

    Vintage Gent Well-Known Member

    Messages:
    2,748
    Joined:
    Mar 12, 2003
    Location:
    The People's Republic of Galveston
    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.
     
  7. stamp0102

    stamp0102 Well-Known Member

    Messages:
    392
    Joined:
    Mar 30, 2007
    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.
     
  8. hth2002

    hth2002 Well-Known Member

    Messages:
    116
    Joined:
    Sep 1, 2009
    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. [​IMG]

    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
     
  9. JayJay

    JayJay Well-Known Member

    Messages:
    24,364
    Joined:
    Jun 25, 2007
    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. [​IMG]

    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.
     
  10. MORNINGSTAR777

    MORNINGSTAR777 Well-Known Member

    Messages:
    416
    Joined:
    Jul 22, 2007
    Location:
    Brooklyn, NY
    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. [​IMG] 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.
     
  11. voxsartoria

    voxsartoria Well-Known Member

    Messages:
    25,756
    Joined:
    Jan 18, 2007
    I have a Brooks Brothers overcoat from 1936 that's beginning to show its age.

    That's rockin'.


    - B
     
  12. porcelain monkey

    porcelain monkey Well-Known Member

    Messages:
    1,820
    Joined:
    Jul 13, 2008
    Location:
    Boston
    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. [​IMG]

    This is very surprising to me. I have returned a few non new / worn items at BB and it has never been an issue.
     
  13. MORNINGSTAR777

    MORNINGSTAR777 Well-Known Member

    Messages:
    416
    Joined:
    Jul 22, 2007
    Location:
    Brooklyn, NY
    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).
     

Share This Page

Styleforum is proudly sponsored by