Brooks Brothers

I had a GREAT experience with the manager, Andrew Grimm, from start to finish. I bought 3 bespoke (made to measure) shirts, including the one for my wedding day, and 4 ties. Throughout the process, Andrew gave me attentive, personalized care. He made me feel very comfortable even though I wasn’t familiar with the process, answering my questions tirelessly. He helped me find the perfect look and fit, giving me advice about things that were useful for me to know that I wouldn’t have thought to ask. I’m a customer for life!

I bought four shirts here during a recent sale. Shirts were very high-​quality and generally fit well, but the sleeves were the wrong length. By the time I realized the mistake, a month had passed and I had long ago thrown away the receipt! When I ventured in to return the shirts, I was pleasantly surprised by how accommodating and helpful the staff were. It took almost 30 minutes and calls to other stores to find the same shirts with the correct measurements, but the associates really went above and beyond trying to make sure I was satisfied with my purchase. I walked away quite impressed with the excellent customer service. Will definitely be shopping here in the future.

We had a great experience shopping for my sons graduation outfit! Bob was great working with a soon to be 14 year old boy. He was patient and had lots of clothing options for him to try on. We walked out with thee perfect summer suit! Thanks Bob!

I’m a fan of the clothing yet this store had poor selection and worse service. I requested assistance from in-​store sales representatives a few times and they were overly short when they did come. Ended up buying a shirt and deciding to buy the rest online.

Review is for KIKO: I asked the store to locate two items that were not available online and they completely failed. I called Kiko 3 time within 2 months and each time she wrote down my information and promised to get back. However, this never happened. Each time I need to call her back only to hear that she cannot find my information and is ready to write it down again.
Summary: AVOID AT ALL COSTS

I agree with so many others: a level of customer service that will make you seriously question paying these folks over a thousand dollars per suit. I’ve been to the SF location many times and the service is top-​notch, so I don’t see why this location can’t get it together.
Example 1: Consistently waiting for sales help while 2 – 3 employees are chatting. (This comment pertains only to the men’s side. The ladies’ side associates always seem pleasant and ready to help. I wish more of them worked on the men’s side.)
Example 2: Sales reps who refuse to even attempt to stack discounts, even when asked to do so. When I shop at the SF location they always try to stack, with an «it can’t hurt to try!» attitude. Sometimes it even works (hooray) but if not it’s nice of them to try. I remember buying some sweaters at the Palo Alto location and asking the sales rep to try stacking their sale with my corporate discount. Without lifting a finger he told me, «it probably won’t work.» Lazy lazy lazy. When I told him, «well, sometimes it does. Could you please try?» he responded, «the way these sales are set up, I don’t think it would work.» Oh, I’m so sorry to bother you by shopping in your store.
Example 3: I bought two suits December 29 and they said it would take until January 18 for the initial tailoring. This purchase followed their biggest sale of the year so I appreciated that the tailor was busy and didn’t make any fuss about the 3 week wait time. I had a good sales rep that time, and he offered that «they’ll probably be done before January 18. Go ahead and give us a call a week ahead of time and we’ll check it out.» That’s it – good customer service and much appreciated. I called two weeks later (today) and told the (different) associate, «I have some suits being tailored, I wanted to call and check in on their status.» «When were they supposed to be done?» «January 18.» «Oh, you should call back January 18. The tailor probably hasn’t even started them yet.» Did you notice how the associate refused to even check? Did you notice how instead of actually doing something, he came up with a non-​response that involved him completely brushing off my request? Welcome to Brooks Brothers Palo Alto.
Honorable mention: $ 76 per suit tailoring fee.

5 stars for Janda. She provides the best kind of customer service possible. Great attitude (to all customers) and very knowledgeable about merchandise and store services (amazingly rare!!!)
Shop when Janda is working or call and ask for her.
3 stars for everyone else. The tailor isn’t always there so you’ll want to call ahead. One pair of trousers had legs tailored unevenly. One associate (not Janda) measured my friend incorrectly for suiting.

Granted I only purchased a $ 1,298 suit, I wasn’t expecting a royal treatment, but I was at least expecting service quality a notch higher than Banana Republic, JCrew… or Target. Okay, maybe I looked a little too brown on that day I shopped there. It was a very warm afternoon and I was perspiring a little. I might have looked like I was on my lunch break from picking broccoli, wearing my regular tee and worn out jeans.
When I walked in, there were a number of sales people standing about, obviously doing nothing in their ill-​fitting suits (that alone should’ve warned me not to shop there). One even had measuring tape draped over his shoulders as if it gave him credibility of a real ‘sastre’. Since they were all too busy standing around, I had to go up to one of them for help. Well that guy was none too pleased to help me. During the entire process of fitting for the suit I chose, it was obvious he didn’t like helping me. The guy was just abrasive and curt. He practically rushed me through the fitting. What’s worse, he measured the hem of my pants without having me put on my shoes! I had a feeling the pants were going to come out short in the end and, sure enough, a week later when I went to pick up the suit, the pants were a little bit short. :P What’s even more moronic is, I got a handwritten letter from that same guy days later, thanking me for shopping there, as if that quaint personal touch was endearing. Not! I sneezed on the letter and threw it in the nearest pigsty.
And that’s not all. The day I went back to pick up my suit, I called early in the morning and confirmed if my suit was ready. The person I spoke to confirmed and after work I drove to Palo Alto during commute hours, eager to get to see how the suit fits. Once arriving, I asked the nearest zombie… err I mean… sales person to get my suit. I gave him my name and he disappeared to the back, and then reappeared just to say, «I’m sorry, but we don’t have any suit under your name.» I just stood there for a minute, blinking incredulously at him. When I was about to blurt out, «Maybe if you look for the name Broccoli Picker, you might just find it!», another one of his ilk came out with my suit and exclaimed, «Here it is!» At that point, I wasn’t really upset, more like a little annoyed, so I just did an eyeroll. Anyhow, I quickly went into the dressing room and put the pants on. As I mentioned earlier, the pants came out a little flood-​y. I came out of the dressing room and pointed it out to the manager who happened to be there. He said it would be corrected by the following day at noon (I really needed the pants by 2:00 for an occasion). The alteration guy was even there and I asked him to lengthen half an inch more and then cuff the ends. He was like, «No problem!’ So I went home disappointed that evening, but being a positive, cheerful person that I am, I quickly got over it.
Following day I trekked back to Palo Alto and was there promptly at noon. The suit was quickly fetched for me and I tried on the pants. And guess what??? Nothing was done to the pants! Now I was really upset. The manager was there to witness the whole ‘disservice’ I was being subjected to. He told the guy who was supposed to do the alteration to work on it right away. I had to wait about half an hour or so and my pants were fixed. Now, what irritated the most is the alteration only took that long to do — they could’ve offered to fix the problem the day before and I would’ve saved time and energy coming back to that stupid store!
Needless to say, my whole experience at that Brooks Brothers store was horrific. I do like Brooks Brothers products still. They’re decent and very affordable. Maybe I just had the bad luck of choosing that location. If ever I have to buy something from BB again, I’ll try the location on Santana Row instead. Hopefully, the sales people there would at least be more service-​oriented (at least, more alive).
The End.

By far the worst Brooks Brothers I have ever visited. This is my second visit and both times the customer service was very poor and completely unacceptable for a Brooks Brothers. The staff acts completely bothered to work with customers. Today, I brought in a new Brooks suit jacket with a liner that started becoming unstitched after wearing it twice. I was informed that the repair time would be two weeks. When I informed them that was too long I was greeted by indifference. When I asked if they had any other options I was told «no». I then asked if there were other Brooks Brothers in the area with a tailor I was informed in fact there were. However the information offered ended at that point and the clerk made no offer to help arrange the repair with another store. She actually seemed only annoyed that customers might ask questions. This store deserves zero stars. I highly recommend that no person shop here.

If I could give this place zero stars I would! Absolutely horrifying customer service. The way the manager treated my mother was disgusting and uncalled for. I will never buy anything from Brooks Brothers again.

Eh. Had an okay experience here. I came on a Tuesday afternoon to shop and the place was empty. The first thing that’ll strike you about the place is how large it surprisingly is. When you enter in the door, you don’t expect it to be quite so large but based on their very open layout, it’s actually humungous. There are a ton of options so you can get your east coast prep look on.
With regards to customer service, the service was very much meh. No one approached or helped me at all, no one was at the fitting rooms (Which surprised me because I’ve worked at a clothing retail and that’s a prime place to add onto sales). The service at the cash wrap was also insanely slow. Place was pretty much empty when I went there, and they had a nice 30% sale going on though that discount was less than some of its peer retailers when I went.
All in all, an okay store with a large variety of higher quality dress shirt selections (aka decent fabric, not just sheer and super thin), which is what I came looking for, plagued by fairly mediocre service. The sales associate actually seemed disgruntled when I asked for the fitting rooms.

This place is a total FAIL for me. My wife bought me a very nice looking belt in December for a gift. I wore it about 10 times and it fell apart. I took it to the store and asked them if they could simply replace it with another similar, or different belt and the store clerk said «you must return within 30 days or have the receipt.» And he wasn’t very friendly or apologetic about it. Well I didn’t have the receipt and it wasn’t worth my time to go home, ask my wife to dig through her credit card receipts (which I’m sure she wouldn’t be able to find anyway) and then drive back. So I handed the belt to the cashier and said «please just throw it away.» I expected a brand like Brooks Brothers to stand behind their products. I can say that I will not only stay out of this store, I will never buy another Brooks Brothers product again.

This is the last time I buy from Brooks Brothers. Overpriced, poor customer service and a limited selection of items. Seriously go to Men’s Wearhouse…

I am appalled at the service we have received at Brooks Brothers and will never shop here in the future. My fiancé and I were initially very happy with this store. He bought a beautiful suit for our upcoming wedding here and the tailor was great. We even got a great discount through my guy’s company– 30% off.
This is why I give this place 1 star– my fiancé ordered two shirts through this location when he realized «slim fit» was still too large for him. They do not carry «extra slim fit» (regular skinny guy size) so they placed an order for two shirts; ecru and white in October. We wanted both options for the wedding. My fiancé was told the order would be a rush and shipped overnight. that we should expect it by this Tuesday at the very latest.
It is Wednesday night and we are driving down for our wedding tomorrow night. The shirts still had not arrived and I just got off the phone with Brooks Brothers in Palo Alto. Guess what? The order was never even placed and our shirts were NEVER shipped. The person on the phone said it isn’t the first time this kind of thing has happened at their location! The store told us they can get the shirts in the size that is too big for my fiancé. I am so disappointed and upset; we are already anxious about so many things, we don’t need to add frustration about the groom’s attire to the list!!!
I can’t believe we did not get our order that was placed well in advance AND that Brooks Brothers could not remedy this problem. Great, my fiancé can pick up shirts that don’t fit him tomorrow. Just what we wanted! How do you not carry your own extra slim fit shirts in your store? That’s absolutely ridiculous– skinny people need shirts too and shouldn’t get screwed over because they are thin.
Here is our update following the wedding: 11/​23, my husband received an apology when he visited the store to pick up the wrong sized shirt. He left with the understanding that they would be sending the 2 correct sized shirts for him to have in the future. Nope, nothing was here from Brooks Brothers when we got home, except a shirt in the wrong size that they were supposed to send before we ever left. Okay, thanks for nothing guys! Clearly this place is not up to par with what you would expect for the price of their clothing.

Jason M. is right on the mark in noting that their non-​iron dress shirts are favorites of finance folk, and I visit Brooks Brothers often to refresh my supply of shirts, as they do wear out after a while.
While my experiences at the flagship Brooks Brothers stores at Union Square in San Francisco and Newbury Street in Boston haven’t been terribly better, my visits here have been almost a carbon copy of Tyler O.‘s in terms of clamoring to get any salesperson’s sustained attention.
I’ve lost quite a bit of weight over the years, so every time I visit, my sizes are a bit different, but even something as simple as a confirmatory neck measurement seems to be too much a chore for the staff here. Perhaps it’s because they automatically scoff at anyone who shows up wearing casual clothes? I know that coming in to grab $ 200 worth of shirts isn’t going to be their big-​ticket, high-​margin sale of the day, but it seriously takes only a matter of seconds to do a measurement, leave me on my own to select the styles I want off the shelf based on that measurement, and later ring up a quick sale.
Here’s hoping the recent remodel also means a refreshed, reinvigorated staff.

Hands down the best customer service anywhere. If you are shopping for seriously conservative women’s work clothes, you don’t have a lot of options at the mall, and before we got to Brooks Brothers, we’d already made the rounds. After being essentially ignored everywhere else, and actually shoved out of the way at Sephora (an overeager SA had to show the lipsticks we were examining to her customer; didn’t even offer an «excuse me») it was refreshing to walk into Brooks Brothers and be greeted by several different sales associates.
The sales associate who worked with us, Janda, went above and beyond to help, recommending items, tracking down missing sizes and offering to steam a wrinkle out of a shirt. She offered the kind of service that I thought was extinct, at least in Palo Alto where so many people are way too busy and often rude — even people who are selling you something.
I spent about $ 200 so I am hardly a hugely profitable customer, but I can’t imagine that I would have gotten better treatment if I had spent 10 times that much. This was only my second visit to this store, and both times the sales were extensive. Very reasonable prices for the quality, and most of their styles are timeless. Alterations are free, and they didn’t try to charge us 10 cents for a bag (unlike Bloomingdales, where I also spent about $ 200!)

The remodel is Beautiful… definitely worth the visit, easy to park and a dreamy feel to the store very quaint. The customer service was helpful and very knowledgeable on elegant Brooks Brothers clothing. (It is the very first retail clothier, after all). The quality and price point would be super hard to beat. The tall, well-​dressed gentleman was fun and fabulous to shop with. He gave great outfit ideas.

Coral chinos season has returned. Stay cool in Irish linen. Brooks dress shirts are perfect; the ties are flawless. Brooks is made for work and play. more choices online. Madison Ave (Manhat) styles. 1818 print. Bought by Retail Brand All (2001). Henry Brooks and Sons: Elisha, Dan, John. Abe Lincoln shopped here. He died in a Brooks suit. 38 other Presidents shopped at Brooks. Today 210 retailers in the States. Let’s hear it for the lambs.

I’m more of a Black Fleece guy but this store has failed every time. Stock isn’t good, service is ok, but SAs do not know anything about the product they are selling and they can’t seem to get basic information synced. I wanted to get working buttonholes on a blazer, called ahead to check cost. Got cost and went into store, where I was then told the tailor wasn’t in and that I should come in after the weekend. I was just on the phone and you couldn’t let me know that? I confirmed the cost again to make sure. Next day I call ahead to check if tailor is in and to confirm the price one more time. I go in, get quoted a price 8x what I was told on the phone (which was low but multiple people confirmed).
Needless to say I won’t be back here unless I really need something.

I don’t think I’ve had a better customer service experience in a clothing store. Perhaps Alden in SF comes close, but I digress. Joyce and her sidekick Nicholas pulled out all the stops. They processed my return with grace and efficiency, and provided extremely helpful advice in picking out new clothes without being intrusive or annoying. They even helped me calculate my way to the discounts available via the BB sales event.
The next day, at my interview, I looked great, felt great, and although the clothes aren’t cheap, I’m happy because I know that these are quality pieces that will stand the test of time.
Much better than the shitty customer service I received at the Costa Mesa South Coast location (here’s a shirt in a package, buy it now, why would you ever want to try the fit??)
It’s the only part of Stanford that doesn’t suck ;)