Brooks Brothers

I have moved all over the country and visited various Brook’s Brothers along the way. This store, by far, has the worst customer service of them all.
Every time I visit this store I am completely ignored and when I finally do get someones attention, I am treated as if I am burdening the employees by shopping there and asking a few simple questions. I like the clothing that BB offers but I’d rather fight the traffic and drive into DC than be treated like I’m a nuisance.

Ignored by all staff in April when I went in shopping for a dress. Today went in with my husband who was picking up some pants. Decided I’d peruse the women’s section. Ignored again even by salesperson even though she clearly wasn’t helping anyone else. I was in khakis and a T shirt. Maybe I didn’t look the part?

It was about 6 weeks before my wedding and I went to BB to look for ties for the wedding party. I had some misgivings initially, but they were quickly forgotten when we met Eric. Eric was an absolute expert. He asked a lot of thoughtful questions about the wedding look and really became a valued consultant for this final piece of the puzzle. We left with ties for everyone, feeling great about the look, and after seeing some initial pictures it did not disappoint. Thanks, Eric!

Last Saturday, my husband and I walked into our neighborhood Brooks Brothers for the first time and were roundly and rudely ignored by everyone!!!
At least five sales associates walked past us while we searched the store for a pair of grey slacks. No one acknowledged us, asked us if we needed help, told us they’d be with us
in a minute, etc.
We felt as if we were invisible.
It was very unpleasant and frustrating and therefore we will never ever enter another Brooks Brothers again.
How rude and snobbish!

Sometimes I feel like Brooks Brother is like a bad, dysfunctional relationship: over and over, you get treated badly, but you keep coming back. I’ve had bad experiences at almost every one of the DC locations.
Why do I keep coming back? Mainly the shirts, which are an excellent fit on me, and a great buy when on sale. I recently had to make a return to an online purchase, and since I was in Chevy Chase, I decided to stop by this store. Years ago, I came here to buy something, and while I was acknowledged, I was kept waiting so long for service that I ran out of patience and left, so I didn’t know what to expect.
I was so pleasantly surprised to find out that this store has its act together. I interacted with three sales associates, all of whom were 100% professional and hospitable. I worked with a gentleman named Austin who was excellent, and completely understood the art of customer service. If I was treated this well just making a return, I can’t imagine how good these guys are when you’re actually buying something.
BB Chevy Chase is a great store. The rest of the BB stores in the DC area… not so much. Parking is free on the weekends (and validated on weekdays with a purchase) in the lot behind/​above the store.

Last week I felt I had a bad service experience in your Chevy Chase, MD. Since making that comment in this forum I have received several followup communications from the company and particularly the store manager. Alley Wright has completely resolved the issue I had and has taken great care of me in my return visit yesterday. She and Louise have exceeded my expectations and have restored my long held faith in the quality of your brand and service. I am happy to report I have added two new suits to my collection, several slacks, ties and shirts.
Please accept my heart felt thank you and please let Amy and Louise know they are a credit to your company.

I shopped at Brooks Brothers for years (my dad taught me it was the only place men should buy work clothing) and over that probably spent close to 10K (all my suits, dozens of shirts and ties), and I recently tried to exchange a pair of pants given to me as a gift, worn once (in my house). I removed the tags but kept them and kept them in the plastic and as soon as he took them out, he declared they had clearly been worn and unceremoniously tossed them in a heap on the counter. I eventually walked out not making another purchase and never planning on making another. Not that this is going to break BB but an $ 80 pair of pants just cost you a lifetime customer. It just makes me really sad more than anything else, I love owning Brooks Brothers, I love my suits but I won’t shop there anymore.

My complaint is pretty specific. They only stock clothes for fat people. All their sizes are on the plus size and the fits are the larger of the BB styles. They’ll order anything you want, but they cater to a huskier crowd.

This is far and away my favorite BB in the DC area. Its always a bit calmer than the downtown BBs and the staff are equally as well-​informed and knowledgeable. Unlike other establishments where the salespeople try to poach eachothers clients, at this BB they respect your decision to wait for your favorite salesperson, and if he/​she is out for the day will try to step in and help you if you just cannot wait for him/​her to return.
Personally, I prefer to work with Stefan. Stefan tends to remember what I have bought in the past (sometimes I have to remind him though) and helps me find pieces that will look good with more than one suit.

You would think that this place would be more stuffy than it is, being Brooks Brothers and in Chevy Chase. However, they’ve been very nice to me (and i sometimes come in looking like I’m about to go to the gym… because I am, and I usually go in ratty t-​shirts), even when I’ve come in to do an internet return.
I usually come with my bf so that he can get work clothing. He has a pretty common pants size and we first came to this location during their semi-​annual sale, so the clerk had to run back and check for stock like 100 times for us. He was cool about it, and managed to find most of what he wanted in the sizes that we needed.
We did have one pair of pants altered here (for $ 9, I believe) and the alteration came out fine. The alteration took three weeks, however, which was a bit annoying (minus 1 star).