February 2019 by Robert W.
If I could only give them a zero or a negative. So, just wanted to let all the honest hard working travelers out there, stay out of this hack shack. Clearly they have a policy of deliberately withholding your hard earned dollars after selling you defective merchandise. On a recent trip out of town, I realized I had forgot to pack my tie. Stopped by the world famous Brooks Brothers to solve my problem right? Got a decent looking tie, and off to Nashville. When I got there, i realized I had a problem. I hadn't really inspected the tie that the woman showed me as a quick solution when I asked for a extra long tie. I realized it was peeling for some reason and had all kinds of threads coming out of it. I couldn't even wear it. I went tieless for my meeting. Upon my return, I came in on a later flight, and of course, they were already closed (why make it easy right..you already got my money). So the next time I came through the airport, I brought it with me to return it and get my money back. Only to be informed by the clerk that the policy was that I needed the original receipt. Because we all know that when your rushing to catch a plane out of town, the first thing you should do is retain your receipts right? I mean who retains receipts when you pay for something with an American Express card? So I told her, I have the original packaging, the sales tag and used an American Express card which should verify the purchase at this store. I mean all they got to do is scan the sales tag right? Not so fast. She says she can credit me, but not return my money. I explained to her that I wanted my money back , and of course it wasn't her decision. So I politely asked for the manager, who she then called and handed me the phone. What a freakin lunatic this woman was who identified herself as the general manager. Started screaming at me immediately and trying to quote me the returns policy (which i was looking at) and that she could not make an exception. I told her that i didn't need an exception that they sold defective merchandise so their sales return policy was void because they didn't uphold their end of the bargain for goods. She was quoting her returns policy and I explained that the term "salable merchandise " is a two way street that means they have a duty to only sell me "salable merchandise" which they did not do, so they violated their own policy. That and the fact that, like every legit business in the world (Walmart, Best Buy, Bed Bath and Beyond, and MENS WAREHOUSE to name a few) don't require an original receipt. You know why? Because they can look it up with this thing called a computer and this other thing called a scanner and check their inventory and verify point of sale. So this shake down joint could do the same, and verify via a simple bar scan that I , in fact, did get ripped off right there, when I bought a tie that was falling apart. But, the nutjob general manager just kept screaming and screaming so loud that the clerk was literally standing there with her mouth open in shock, and she looked at me and said "I'm so sorry". When i asked the General Manager why she couldn't exercise some managerial discretion in this instance, she let me know that they were a franchise and not actually part of Brooks Brothers Corporate So great job there corporate, way to pick your partners. Proud of you guys, and won't be back to this asylum nor any other of your affiliates, franchisees, or other associated mental hospitals.
