Brooks Brothers

Pros:  Regularly updated, can achieve savings.

Cons:  Don't always deliver.

The Bottom Line:  Have had good experiences before, but am currently waiting 8 months now for a suit to be delivered. Thought is not towards the customer but rather some other motive.

Full review
In the later part of March I order a suit from the on-line catalog. I ordered a jacket and a pair of pleated pants as well as a pair of plain front pants. The plain front plants arrived in June, the suit jacket arrived in early October and I'm still waiting on the pleated pants. I've had to make numerous phone calls to follow up on the order and to correct the order. Monthly I receive cards from Brooks Brothers stating that the items will ship the following month. They have also changed the order on me. For example month after month I received cards stating that the pleated pants would be forthcoming, then all of the sudden it switched to plain front pants (which they had already sent me). I've made calls to the CEO of the company, Joseph Gromek, and get shuffled to somebody else whom I've now talked to two different times. I stated that my expectation at this point is that two of the items should be a no cost to me. I don't feel that I should pay for the jacket that just arrived or the pleated pants that are still "pending", I have no problem paying for the plain front pants that arrived in June, even though that is beyond any reasonable standard. The representative from Mr. Gromek's office stated that they were not going to "give me" a suit. I view it as paying me back for all of the calls I've had to make to check on the status, to follow up and make corrections on my order and for my time involved.

It is falling of deaf ears with somebody who seems to have no sense of doing what is right for the customer or even how to retain a customer.

I'm only 33, I've been shopping there since age 18. I have a lot of buying years left but do expect this to be the end of a 15 year relationship.

They don't have a clue about what in a normal customer experience or how to correct it.

I'll keep you posted on the outcome.