Brooks Brothers

I wear Brooks Brothers dress shirts and polos almost exclusively for work. I purchased a variety of items from this store on many occasions a few years back and always had a pleasant experience, but about 4 years ago I had multiple negative experiences. All of the issues were customer service related, as I do like the clothing. The worst experience was when I purchased 8 polos, got home, took off the tags to wash and realized one has a small stain. I took it back the next morning for a replacement. When I explained what happened and showed the receipt, I received very rude body language from the pretentious associate. A replacement was provided, but I was told that if I spill something again on that shirt they won’t be able to replace it. Wow, really? I buy 8 shits at full price, forgetting to use my corporate discount and that is the response I get.
After that I purchased Brooks Brothers dress shirts from Nordstrom and ordered online since I like the fit. Now that Nordstrom quit carrying their shirts, I feel a bit exploited when paying for shipping on the Brooks Brothers website. I always feel like it is a tax for not dealing with the terrible customer service at the Galleria.
Two weeks ago, I decided to give the Galleria Brooks Brothers another shot. I was even dressed in Brooks Brothers clothing when I walked into the store. My plan was to purchase 6 new dress shirts. I dug through the wall and found 2 shirts as the associates ignored me, but I can deal with that over a rude associate any day. When I could not find a shirt in a particular color, I walked over to the counter and asked where it could be found. I got an eye roll and a finger in the air identifying the location. My expectations were low and I was going to overlook this, but my 10 year old son ask why the lady was so rude as we walked away. I put down the two shirts and left.
I should have known better than to give it another shot at that store. I did grab one Brooks Brothers Shirt a few days later at an airport store and had great service, but have not ordered anymore online. This last Galleria experience many have been the tipping point to lead me to purchase made to measure from another retailer going forward. I guess it will depend on how long my layovers at the airport are in the coming weeks.

My boyfriend and I went in to purchase a suit and were helped by an associate who was friendly and attentive enough. Long story short, she gave us some poor advice and we came back a week later to a very ill-​fitting suit. An associate named Antonio helped us in the most gracious and knowledgeable manner possible and fixed everything within 24 hours. If you come into this store looking for help, do yourself a favor and ask for him.

I have never experienced worse service from a clothing store in my life. I walk in around 11am and the register lady, Alba, asks how I am today. I say «good, how are you?» to which she completely avoids responding.
I request alterations on two items I just bought online. $ 600 for two items! Maybe that would merit some attention? She doesn’t even look at me, she just stares at the bag in which I was carrying them as if a half dozen human heads had rolled out of it. Doesn’t say anything, just goes to the phone contacting someone in the back. No smile. No «just a moment» or «no problem, come with me and we can easily accommodate that request.»
We walk to the fitting area. The entire time I deal with the measuring (some other fellow did the measuring) for the alterations, she ignores me. When I am done changing she just continues to face the other way, willfully avoiding looking at me as she very slowly scrawls on the ticket. No detail about how much the alterations will cost. I thought some were gratis (e.g. shorten trousers a half inch), per the website, but she doesn’t seem to know or care. She mumbles about them costing seventeen dollars. No wait, apparently that’s $ 70 when I look at the ticket to sign it. No mention of how long the alterations should take until the very last possible moment.
I don’t get it. There was no one else in the store. She wasn’t occupied with any other task. I wanted to give them further business on a $ 600 purchase. It’s not like I was a lookie-​Lou. I was pleasant. I wore deodorant! Hell, I am even a heterosexual Anglo-​Saxon white male full of privilege I have yet to fully appreciate. I can’t even begin to imagine how a minority lesbian female would be treated here.
If something happened in her personal life that made her act catatonic, then I hate to rag on her here. Maybe she was on a heavy dose of lithium? I have no idea. If she said «god I don’t want to be at work today» I could have at least understood. I don’t get it.

God forbid you make a return. The staff here is so incredibly rude and snooty. The manager is awful. After I left the counter after making a return, I watched him grumble and talk about me. Sorry a few hundred dollars out of my thousands spent didn’t work out.

So I recently got promoted at work (yay!), but that also means that I need to wear a suit EVERYDAY (boo). So I’ve been on the hunt for professional, good quality suits. Generally, I’ve stuck to purchasing my suits from Ann Taylor, Banana Republic, and J. Crew. However, I had exhausted my options on this one particular day and desperately needed a new, extremely professional, high quality suit for a Board meeting coming up. I reluctantly walk into Brooks Brothers knowing if I do in fact purchase a suit here, I’ll be out $ 500-​$ 1000 bucks. It’s a very important meeting so I’m willing to do it. I browse through the tiny woman’s section and find a suit jacket that fits ok, but I can’t find matching pants/​skirt. I look around to try to find a sales associate, but no one in sight. Finallyyyyy I see a woman walking towards me. She looks right at me, passes me by, and goes up to the woman behind me to ask if she needs help. WHAT IN THE WORLD. ok ok, don’t worry Hina, she’ll get to you next. nope. She never approaches me. Finally, I go up to her and ask her if the jacket has matching pants. In a very rude tone, she responds «no, it’s a blazer.» Ok… so maybe I just need to clarify? So I say «I’m looking for a full suit. Where would I find that?». She points to an area that I had already looked through and had no luck finding a full matching suit. I told her «hmm ok, I didn’t see any in that area», and she says «they are there» (in an extremely rude tone) and walks away. Ok, lady. I’m about to spend serious cash at this store for a suit and you are not willing to help me?! I am so furious with the horrible service that I walk out.
I’m assuming she was short with me because she didn’t think I would buy anything (considering I look like I’m 12), but I had serious intentions of buying a very expensive suit there. Now that I’ve had that experience, I will likely be staying away from this store. I’d rather give my money and business to other stores.
PS: The sales associate was an african american female with curly hair. If you see her, don’t expect good service unless you look old and rich.

When your BB «child» mandates dad wear BB, you wonder where the shift occurred! So, off to BB Galleria. We were immediately greeted by a delightful youngish Turkish salesman, who was helpful and friendly. The selection is good, their sales are worth the trip. Now, the Women’s Section is subpar. Rifling through the blouses, sizes were all mixed together, things were not neat and tidy — as you could expect from a high-​end Galleria store, or any high-​end store, for that matter. The selection and sizes just were not available, so stick to the men’s side.

Went to this location to exchange an online purchase. The staff here is SO rude and snotty! I have tried to shop here before and got the same rude attitude. Not that it should matter but I was even dressed nice for the day! The woman checking me out barely spoke to me and the other man there acted like I was a pest for asking questions. I bought 500 $ worth of shirts there and I will NEVER buy there again!

Brooks Brothers does not stand behind their word or their merchandise, even when it is faulty. Customer service at the women’s Galleria Houston store is totally unsatisfactory.
I was a loyal shopper at the BB in the Galleria women’s store — It was not uncommon for me to spend in excess of $ 1,000 at a time.
The sales person told me that BB always honors their merchandise and returns. I guess she offered that to make her sales. Because that is completely untrue!
I will never shop in Brooks Brothers again.
I bought a pair of shoes for about $ 250. After approximately 4 – 5 times of wearing them over a period of about 3 months (I didn’t wear them every day), I was walking to a meeting on a carpeted floor and the heel split in half. The shoe has very little wear on it and it is clear they were faulty because of the way the heel split. I am an average size women.
I brought the shoes back and asked for a replacement or to have the heel fixed. The store manager refused to do anything. I showed her the receipt that I had spent just over $ 1,100 in the store 3 months prior. She didn’t care because she said 3 months was too long. In fact, she accused me of getting the heel «caught on something». Really poor customer service.
Apparently their sales associates don’t tell the truth because Brooks Brothers did not honor their word, nor did they stand behind their merchandise.
There are too many other places to shop than to have to put up with such poor treatment.

Note: this review is based solely on the service at the Galleria BB, not the quality of BB clothes.
Some of the reviewers have expressed excellent service, and if you’re one of those lucky customers who’ve been helped at the Galleria BB, power to you! My husband and I have never had that experience.
We’ve been here a few times, and each time, NOBODY has acknowledged us or asked to help us. Who knows why — maybe it’s because we’re younger than the average customer in the store or maybe it’s because we’re not dressed in suits — either way, we should be greeted and asked to be helped. We’ve even walked by and purposely stared at associates, who had no customers to help, and none of them said a word to us. When they did speak to us to answer a question, they were rude and not friendly. We walk in there thinking maybe, this will be the day we’re helped, but we end up walking back out after 10 – 15 minutes of no assistance.
Fortunately, BB does sell online, so my husband is able to buy online. He likes their clothes, but it’s unfortunate that the service here isn’t equal for all.

The husband had bought a couple of shirts in the airport while waiting on me to crawl through Houston traffic to come pick him up. We stopped off at BB Galleria location because I thought one looked like something my 90 year old grandfather would wear. Not hot.
The staff at BB is excellent. They went above and beyond to put together things that worked with my s/​o style. We were able to pick up some great things at 60% off, some Summer wear, polos, and really nice ties. They were able to educate us on the many facets of braces, or suspenders, and appropriate length of cuffs. Yes, its a bit pricey, but if you can catch their sales, the quality of the clothes are top notch. Highly recommended.

I’m a huge Brooks Brothers fan. I live by the non-​iron shirts and I own a Fitzgerald suit as well.
However, my experience at the Houston Galleria location has always been sub par. During my most recent experience today. I was not greeted, I was forced to ask multiple employees to find a shirt. The first employee said all the shirts were out on the floor, while the 2^nd employee actually checked the back.
As I proceeded to the suit rack, I had to try on Suits by myself, with the sales associate pointing me to where the 38 short rack was. I’ve had better customer service at Macy’s buying a $ 200 suit vs. $ 1,000 Fitzgerald. Then I was told that alterations would be extra during the semi-​annual sale, when I know other locations including the store online would do it for free.
Their clothes are great, but the customer service at this location was horrible. I’ve been to the Woodlands location and have received superior service as well as the flagship store on Madison.
The only reason I’m awarding 2 stars, is because the clothes are excellent, but the service at this location is horrible. One of the worst luxury retail experiences I have encountered and I’m almost ashamed to support a Company with such poor service.

Classic and timeless styles. Relatively big store and decent selection.
Came here and bought a couple of the non iron oxfords and polos and they’d lasted perfectly. A little pricey but I’ll be back again.

My husband is a huge Brooks fan. Whenever we go to the galleria, he makes me go into the store; how I hate it! The associates NEVER greet us, they are not even friendly. We ask for help and I always get a snooty look from the associates. I am not sure if it is because I am not white and my husband is or what. But I refuse to spend money at this store… poor hubby.

I’ve been shopping at the Houston Brooks Bros. men’s stores for a decade. I always ask for Lynn (a guy), who is the epitome of style and good taste. I find all their staff are helpful and welcoming when I come in. If I need a return or adjustment, I’ve found all of them pleasant and cooperative. I wish the selection was bigger. In particular, I can never find the larger sizes in Black Fleece. Of course, I find the main NY store has so many more options, but this ain’t NY. I definitely consider the Houston BB as one of my main go-​to places in Houston.

The double B makes me look like I am important. Plus a federal judge gave one of his fancy BB ties to a defendant who showed up without a tie due to the prison guards — so you know this stuff is fly like a g6.
I have a corporate discount card here which definitely helps make this seem like a good idea when the wallet gets a bit heavy. The quality is good, these things last. The ties look sharp one year later, not like the claptrap you get at discount store #1 down the street. The rest of the clothes stay nice and last long. It is worth the investment.
Although the pastel colors leave a lot to be desired in the «casual wear» section — it seems like only pretentious, horrible Tanglewood people actually buy this stuff and then pop off at the mouth during cocktail parties about how much money they make or this and that … pass!
But ties/​suits/​business casual? YES.

I only buy Brooks Brothers suits and just did again since they have great sales after Christmas. $ 1000 suit for $ 630. Sounds great to me. Everytime I go here, I get great service. I live in Austin and initially they said 9 dollars to ship to me, but the checkout lady said no charge, it’s on them. My helper even found out where the store I wanted to go to in the Galleria was for me. Too bad there isn’t one in Austin…

It’s a necessary evil.
I’ve long worn Brooks clothes for work and I LOVE the non-​iron slim fit dress shirts, the traditional cuts seem to be for people my fathers age, anyway I digress.
Being a fan of their clothes I tend to buy lots of items online rather than mess with going into the store since I know my size to a «T» at Brooks. I have most of the staple colors of their clothes and order the seasonal stuff online, but when the colors seem a bit different than the picture some go back to this store for exchange or refund and that’s were the problem is.
Every time I have stepped foot in this Brooks store I have never been impressed, I’m hardly ever greeted and some times the stores looks a mess. All this I could deal with, but the issue when I try to return online purchases to this store is ridiculous. I have experienced rude and standoffish employees several times that seem to be taken back when processing a return, it’s as if I’m taking away a commission from them or something.
I have been a long time customer and have experienced Impeccable service at other Brooks around the county, so I cant figure out what the deal is here. I guess this tells you how good of a product Brooks makes, even with all this said, I will still continue to buy their clothes. I just don’t understand the snooty attitude here though, it’s not like this is a fresh off the runway designer collection at a boutique.
One Star

Classic. Classy. Think Audrey Hepburn. I bought two beautiful petite dresses here a couple weeks ago. I had never gone into the store before. It looks expensive from the outside, but I thought the prices were reasonable for the quality of items they sell. The dresses were only $ 120-​something. A suit would probably go for $ 200 plus a shirt to go under it but they had beautiful suits. I’m really hard to fit, and a lot of petite clothes are old lady-​looking, but I loved this store. I will definitely come back.
Bonus: The ladies on the staff were exceptionally courteous.
The Verdict: My new favorite store for professional petite clothing!

When I graduated college and started working, I was looking for the perfect dress shirt in terms of fit, fabric and stitching. I bought a couple slim-​fit shirts from brooks brothers and over the course of a year, they held up way better than the rest of my shirts (still crisp creases with no puckering, broken buttons, etc). Since then, I’ve loaded up on around 20 shirts from brooks brothers and phased out all the other brands.
There are only two locations in Houston — the Galleria and in the outlet malls off 290. I find myself going to the Galleria location primarily for convenience living inside the loop. I am always greeted when I enter and they never hesitate to help find a size or style. In addition, I regularly receive updates in the mail from the galleria location on sales, events, etc which is pretty nice.
I give them 5 stars because I have only had excellent experiences with their customer service (returns, finding/​ordering different sizes) and the quality of their products (quality shirts with timeless style).