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August 2024 by Mila Porter
Every time I head to Brooks I am very well taken care of. Katie and her team are very knowledgeable but most importantly they are kind, attentive and able to show me different styles that fits me best. Overall the customer service is Phenomenal!!! Looking forward to my next visit!!
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July 2024 by Nick Harris
I have been shopping at this store off and on for the past decade. In the last year or two management has changed and the store now cares about P&L over service and abiding by Brooks Brothers policies. This store has unwritten and undocumented policies regarding return of discounted items and how they are treated. These policies are by design intended to short-change unaware customers and to discourage returns from customers that paying attention. To learn more, read on.
I purchased a jacket ($398) and pants ($198) for $399 as a suit deal (marking the coat down to $279 and pants to $120) Because I was unsure of the fit of the pants, I purchased a second pair of pants, identical in all regards except size, at full price ($198). I told the associate Meghan that I intended to return one of the two pairs once I decided on which one to keep since I had to fly out the next morning for a funeral and couldn't get the input of my spouse at the time. They said nothing in terms of warning or to convey how this return would be treated.
Ten days later, after returning from the funeral in Connecticut, I went into the store to return the second pair of pants that I didn't use and still had all tags on them. Since the specific pants SKU I was returning was rung up at the discounted price, $120, that is all they offered as a refund. I protested and demanded a $198 refund, because regardless of which pants were rung up with the coat, I was still keeping a full suit and should retain the discounted cost on whichever pants I decided to keep. After 20 or so minutes of working through this and explaining they could accomplish this by returning all three items and re-purchasing the suit with the pants and coat that I kept, Meghan the supervisor said that she was not authorized to do this and that I would need to come back the next day and talk to the manager.
The next day I came in and spent over one and half hours with the manager Katie as she, at first, argued with me about my expectations of the return and refund amount... going so far as to accuse me of trying to pull one over on the store and gain a $78 advantage. After a long while, explaining things about five different ways and her pulling out a calculator and doing the math outside of their computer, she understood why I was entitled to a $198 refund and then spent about an hour on the computer, ostensibly trying to make the refund work. Ultimately she was unable to. She took my number down and said she would figure it out and call me back.
The next day I get the call, expecting to be asked to come in to complete the return. Instead, Katie tells me that she spoke to upper management and that if I return the pants I will only be refunded $1. This is because if I return the sale pants, the coat price will revert to the pre-discount price of $398 in their POS system and I will be stuck with pants that were charged full price, $198. $596 total for a suit that should only cost $399.
In their bizarre world, because one pair of pants was rung up before the other and the suit deal is somehow forever tied to the pants being returned, this brooks Brooks Brothers store wants to earn (steal) $195 from me.
I've run into the same scenario dealing with Brooks Brothers direct through their online store, returning one of 3 shirts that I bought as part of a 3 shirts for $120 deal. They simply refunded me $40 as anyone would hope, and even if they wouldn't do that, any rational person would expect them to allow the return of one shirt and purchase of a replacement (exchange) to retain the discount.
I've since contacted my credit card company and Brooks Brothers corporate, which is arranging for me to return the extra pair of pants to them for a full refund of $198 + tax. I feel like a complete moron for wasting nearly three hours of my life arguing with store management. In retrospect it is evident that this store cares more about revenue and
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July 2024 by Bradley Cotton CPA MBA
Megan is Amazing! What a great resource for knowledge, style selection, inventory options, best fit, opinions and best deals. I typically will be shown so many great offers that I’ll gladly pay a little more here because I know Megan and her team gave me the best deal for what I’m looking for.
This BB store is exceptionally well stocked with a wide selection of top quality, great looking timeless style. Love it! Ask for Megan or Kate… The Best!
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July 2024 by Alex Anderman
Such a helpful staff. Not only did they help me get the best outfit for the Opera, but they made me laugh out loud.
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May 2024 by andrew Wojciuk
Ksenia gave my wife a very good service. Her assistance was very much needed since my wife had a difficult time to find a slacks for herself. Ksenia spent some time with her and help her to choose the right one. She was not only very helpful, but also kind and patient. She made my wife's shopping time at Brooks Brothers a very pleasant experience.
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February 2024 by Amritpal Singh
Meghan gave me great service, came in and didn’t know size and she was able help me the whole process of getting my suit, shirt and tie .
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February 2024 by Steven Robles
I needed a suit on short notice, I found what I needed. Megan was a very capable attendant, her grace and poise was admirable while she simultaneously dealt with a rude customer and myself. Her assistance was needed as it had been nearly 20 years since I had purchased a suit and I surely would've struggled without her assistance. Thank you Megan.
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October 2023 by Donato Rojas
Good clothes, service was good in the past, Rebeccas who used to help and made you feel as if clothes were made for youeasy shopping and you felt attended no longer works there. Now you have to beg for help 3 attendants behind the counter did not move and the person at the register was just going to place clothes in bag without folding. Customer service needs to significantly improve.
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September 2023 by Ortho Tech Guy
Nice store. Nice clothes. For being an outlet location seemed like full price store. Only sales on buy 3 get 40% off. Otherwise all dress shirts i looked at were $108. Each.
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July 2023 by Stacy Treglia
Nothing new. Way over priced for an outlet store.
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January 2023 by Annie Ruprecht
“We will gladly accept a return of saleable merchandise in original condition within 60 days of purchase date accompanied by an original receipt.” This policy that is on your site was not honored when I went to return a pair of pants and shirt. Both employees were looking for faults in the clothing and reasons to not accept the return. Left very upset and won’t be a return customer.
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January 2023 by Dakota Zikeli
Went to return a shirt and pants never worn, with tags and receipt and they refused to accept return. Returned because quality was cheap and did not fit. Place is overpriced. DO NOT SHOP HERE.
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December 2022 by Kathleen M
Always organized and well stocked. There are usually sales going on since it's an outlet.
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December 2022 by Dominique Catteau
Very good locationAmazing store with friendly and professional TeamThe shirts for men and women are wonderful and the quality is excellentThe price is very raisonnable.Do not miss this place if you are in Petaluma.
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November 2022 by Dominique C.
Excellent locationWe absolutely love this store Very friendly and professional TeamAmazing shirts for men and women ..excellent quality!We love also the style business casualWe will come back soonDo not miss this place if you are in Petaluma.
