Brooks Brothers — Local services in Washington

Bought an 1818 Suit a couple years back and, through some wear and tear, had a hole in the fabric and tear in the lining. I called and asked about services to fix it and was told to bring it in and if Brooks could fix it, it would. Well, I brought it in and, from a customer service perspective, it was disappointing. I was waiting at the front check-out for probably 10-15 minutes, about 3 or 4 associates coming and going right past me and no one said anything to me. Not a "hello," "welcome in," "can I help you" or nothing, which was rather disappointing (especially because that happened for people that came after me).

Eventually an associate did ask if I had been helped and was kind during the course of our interaction. Eventually it was determined that Brooks could fix the lining issue but not the hole in the fabric and so I asked what my options were and the associate basically said I could buy the whole suit again (they don't sell the trousers separate) or I could buy "similar" trousers that would hopefully match the jacket. Seems kinda weird to spend the kind of money Brooks charges for its 1818 line in suits, with a promise that it will fix wear and tear on its products, if the options you get are literally all (fix everything, no charge) or nothing (can't fix one thing so you have to buy the whole thing again). Honestly, pretty disappointing visit. If it went well, I was thinking of coming back for a few suits but I think I will look...

Not the best service and could potentially lead me to assume some things...

Called a day (1/10/24) before to place 2 items (a medium and large sweater of the same model) on hold. The associate told me she did after I provided my name. Mind you, I live an hour away from the DC location.

The next day, I opened the door and one of the associates who was around the corner to the right thus not seeing me at first, began to rush the door to say, "Welcome to Brooks Brothers!" but she abruptly stopped when she saw me and "Oh!". My assumption (which I hope isn't true) was her hesitancy began when she saw someone who, she believes, didn't "fit" the demographic of someone who wears BB.

Taken aback, I walked in and, though I placed the items on hold, I decided to look for them on the racks in an attempt to avoid any contact/ conversation with the original associate. Luckily, I found the large but no medium. Went to try on; unfortunately too big.

Begrudgingly, I then went and asked for the items on hold and was told neither were on hold, to which I responded, "I called and was told otherwise." Associate shrugged and I left.

As someone who has a wardrobe that consists of approximately 40% of BB wears, this interaction confirmed that I'll never...

I hesitate to even give this a 1 star. The only reason I will is because a young black lady who was helping me was very kind. My issue was with management the manager I’m sure of either German/romanian or perhaps even Jewish descent was very prejudicial. She asked was I a problem, who does that in 2024. She later asked the black cashier did he buy. I heard it and I asked the lady does she typically ask that? She said at times yes because some don’t. I said it is extremely rude and disrespectful and terrible decorum to ask that as a patreon is standing there. I had the right mind to return what I had just purchased. I spoke to my wife and she said I’m glad you didn't make a fuss because with people like that they will escalate it and make it out as you were the problem. I have resolved never to return to that location due to this prejudice, and quite frankly racist management to ask that of me. When I come to shop I shop and even if I don’t purchase today you should not treat a customer that way. DO NOT ASSUME WHAT ONE CUSTOMER DOES IS WHAT THE NEXT WILL DO. Poor taste and I wish I had asked for a corporate number that day. It’s okay though. I forgive her, just won’t spend my money there again...