Brooks Brothers

Customer service here is an afterthought. The manager seems so preoccupied with his position, checking inventory and criticizing his subordinates that it makes shopping here very uncomfortable. I’ve come here on multiple occasions and every time, the store seems to be in a state of constant disarray. Employees are constantly running around between inventory and the sales floor despite the lack of customers. What a shameful excuse for a retail experience for such a storied brand.

I didn’t think it would be fair to review the entire store for one person’s shitty service. But I did try to email
first and they didn’t respond.
One of your seasoned employees, Louie, was beyond not helpful. I have worked with him before last year when I bought 6 of your shirts and he was very helpful and kind when making a sale. A little over a year later he tried to refuse a return from a purchase I made online. They were never worn brand new. He said he could ship it back for be but could not process the return on store because I did not have the box. I sited true return policy from the web that said nothing about a box or packaging or tags.
He tried to argue with me and say no one would want to buy it with out a box so he couldn’t process the order but online would. After trying to prove me wrong and disappearing in the back he comes to tell me he would return it one time only and he noted my account that I can’t come back to the store for any returns.
I could see the flustered look on his face as he knew he was wrong but too proud to admit but he just wanted to have the last word. Normally I enjoy coming into your stores but that’s when I’m a buyer. But someone who returns anything your seasoned employee makes customers feel unwelcomed and ashamed.
I hope someone can have a talk to him about his sassy attitude.

Tip: If you get one their cards you may be able to combine the 15% discount with another ongoing sale. That’s what I did.
I was nervous because of the plethora of poor reviews at this location but I wanted to jump on a 40% suit sale at BB and this location was the closest.
I came on a weekday at 2pm so they were not busy and I was helped by several sales associates. I was immediately greeted at the door, and helped along the way from that point onward. Each sales associate gave me their humble opinions and after taking some time to deliberate I decided on a suit.
There was a no pressure vibe here and everyone gave me the feeling that they genuinely wanted to help me find what I wanted in a suit. In particular a sales associate named Ramsey helped me out. Though he just started working here, he already is doing a fantastic job and I would recommend him.
Overall, I would come back to this location if they have sales because the items are quite pricey at full price, but hey this is Silicon Valley…

I was greeted as I entered the store and felt welcome and pampered as I browsed. I love all the choices of ties and bow ties. The staff really knows how to accessorize and pull together a complete look! If they don’t have an item in stock, they will have it shipped to your house. Customer satisfaction is their #1 priority. If something needs altered they have a wonderful tailor onsite. Beautiful store and great staff! I will always come back to this store. Thank you Tirina for your expertise.

I am so confused as to why there are so many negative reviews. My shopping experience was great. The staff on hand answered all my questions. I couldn’t have been happier, I left that store with my style game elevated. Thanks BB

So, I only wear brooks brothers shirts for work, and needed to pick up a few more. I read the Unilocal reviews, and I was very concerned by the overwhelming number of very negative reviews. Based on what I saw on Unilocal,I was thinking I would get shanked and left for dead in a dumpster by the sales staff…
Fortunately, they were all very nice and helpful. No problems at all.
— I was greeted when I walked in
— a salesperson came right over and helped me find the right section, checked the size of the shirt I was wearing, and helped me choose 3 shirts.
— another sales person even noticed I had a cuff undone and buttoned it back up for me.
4 stars instead of 5, just because of inventory. They didn’t stock my size so they will order it for me and drop shop to my house for free in a few days

I like the advantage chinos here as the don’t need ironing. I usually buy them during their bi-​annual sales. However the service is pretty bad here, and they have screwed up my orders, returns, and exchanges. The attitude is a bit uppity for whatever reason.

I love Brooks Brothers. They offer quality, timeless looks, but the customer service at this location is awful. The sales associates are unfriendly. The one time there was someone friendly, they said they were from another store.

Brooks Brothers is an excellent brand and has beautiful clothes. I have purchased work clothes online from this store on several occasions. The staff at the Santana Row store, however, does not reflect the class and the quality of the brand. In fact, they are the exact opposite and could not be more rude. My husband and I went in on September 12^th to exchange some items that I had received as a birthday gift. When we walked in, the staff (a male and a female) ignored us entirely. Although I tried on numerous items, not once did anyone ask my husband or I if we needed any help. Not once did they check on us to see if we needed any additional sizes. There is no excuse for such poor customer service, as we were the only customers in the store for the majority of the 75 minutes or so that we were there. Notwithstanding the poor customer service, I ended up purchasing something simply because I had the credit to use. The store did not have my size in the dress I wanted to purchase. I asked them to order it for me. Big mistake-​I should have simply ordered it myself online. Today I found out that the dress was sent to the incorrect address-​not the address that is clearly written down on my online order form. I called the company and spoke with someone who was extremely friendly and tried to assist me. Hopefully I will eventually receive the package, no thanks to the Santana Row staff.
I can’t decide if the Santana Row staff is just lazy, if they had a problem with the way my husband and I looked, or if they didn’t bother to help us simply because they knew we were exchanging items, not purchasing anything new-​meaning, they didn’t think we were worth the time. Regardless, there are too many other stores in this area where I can shop and receive excellent customer service, regardless of whether I’m making a new purchase or returning/​exchanging an item. Accordingly, I will take my money elsewhere from now on.

As many have said this place has very poor customer service. They do seem to base it on how you look. I frequent this place wearing at times shorts and a t-​shirt and I never get help. Today I went in there thinking I was looking fly. Had a tie on and all that. I got the same poor customer service. I had to seek help. When I asked a question I was answered with «we don’t do that here, try somewhere else» in a very unfriendly voice. I bought pants there and had them altered. Today when I picked them up she gave it to me wrapped with just one tissue paper held by a sticker. Didn’t offer a bag or anything. She handed it to me and said «here you go» then quickly turned away.
This place is either Rude or Racist.
Edit: I go to the ones in Los Angeles. I just moved here to the Bay Area. In LA they are the same from my experiences.

I’d have to affirm all the other reviews of this store: customer service was worse than Abercrombie & Fitch and they have no «look policy» here.
Apparently, they treat by the way you LOOK. Personally, no one helped me and customer service here was fictional. No interaction whatsoever and was completely ignored.
If I could give them 0 stars, I would but they actually have a nice selection.

Placed an online order and when I received the order it I had ordered the incorrect size. Brooks Brothers customer service said to return the product to the Santana Row store and they would order the proper size shirt. Tirina Marcus waited on me when I brought the merchandise in for exchange. Tirina handled the transaction in a very efficient manner and I received the replacement shirts in less than a week. That is AAA service!

The sales staff at this Santana Row store location is very very rude. After spending good amount of money on a shirt I leave the store with a bad feeling thanks to the rude attitude of the sales staff. Why isnt BrooksBrothers taking corrective action on this. Clearly there is a pattern here looking at other negative reviews on Unilocal

My husband and I really like the quality of Brooks Brothers clothing.
we went here few times and found out that they always have new staffs that don’t know anything. well… its ok if they treat you well, some of them don’t.
I went there today met with Laura, I could actually felt she treated other customers better than me. Now I learned my lesson. If you want to be treated well, come here with better outfit!
I better off buying online and pay shipping rather than get treated that bad.

I’ve been here before and as a young-​ish Asian dude, the staff here pretty much ignored me or are really brisk in our interactions. So all in all, pretty much useless unless you know what you want. For me, I’m not used to the different combinations of sizes and fit that one can get for their dress shirts, so I needed that customer service aspect for my initial visit. They had their usual 3 shirts for $ 179 recently so I decided to give them a try again on a weekday.
The store was pretty empty when I came in on Monday. However, the sales associates were incredibly helpful this time around. There was a young man (Francis) and a young woman (Irma) from a different store working there when I came. They gave me a couple of try on shirts in different fits and gave me some solid advice on what looked good on me. The store traffic picked up during my time there, but they continued to be helpful and I really appreciated that. I think the approach of using try-​on shirts and not opening the actual shirts itself is a solid idea because it saves you the extra effort of trying to unpin the shirts. What stopped this place from getting a 5 star review is that they didn’t have much stock.
Brooks Brothers makes fantastic non-​iron shirts so I think it’s always a good idea to come by. However, I would recommend coming during the weekdays when the associates can give you more help and attention. However, I did see an older gentlemen working there that seemed a bit snippy with some other customers. He might be the infamous associate that some of these reviews mentioned. I’m just glad I didn’t get him.

The one star is because the clothing is super classy and great quality.
The staff… EEEKK. It’s like they rounded up every jerk within a 10 mile radius and gave them a job. Really? We wanted to buy a custom 3 piece suit for our wedding, and they basically treated us like they thought we couldn’t afford it and didn’t know what we were doing… no thanks. Definitely not Santana Row standards, gonna try Palo Alto next.
Ugh. I hate stuck up staff.

Best Men’s clothing, PERIOD.
The staff is professional and knowledgeable.
Thank you…

The bourgeouisie sales people at this store didn’t bother to ask if i needed assistance or acknowledge my peasant-​like presence because I was a mere plebian wearing a Giants hat. I apologize for not dressing business casual before I went shopping for a belt.

Much like the other reviews for this place, customer service sucked.
I came in on a whim looking at new suits, but didn’t get any help at all. Maybe because I looked too bummy wearing shorts and t-​shirt? My GF and I were the only ones in the store, it isn’t that hard to walk by and ask if we needed help if there are 2 people working.
I’ll just order online where there is more customer service.

A primary reason we have purchased BB clothing is quality. In the past year we’ve mainly purchased men’s cotton chinos. Expensive yes, but they dry clean well and are essentially wrinkle free, hence ideal for business trips.
The latest pair of these chinos (purchased this summer) has never fit properly so my guy said «don’t bother having them cleaned, just throw them away». Given the cost of these pants, today I called this store to see if there was a recall or known issue. I kept the BB employee on the phone for a considerable length of time, hoping and waiting for them to suggest an exchange or to offer an incentive so we might purchase them again. All I got was a couple of «I’m sorry to hear that», no «there hasn’t been a problem» responses.
I won’t be supporting BB anymore. Rare poor-​quality issues are one thing, but the lack of interest or willingness to resolve a customer’s unhappiness is unacceptable for a store of this caliber. (They should have checked their records to see how much money they’ll be loosing annually!) If a store/​chain demands the big prices, you better have the service component too or it won’t be around to continue its clothing legacy.