1 /5 J. Guan: I had the worst experience ever at Brooks Brothers in downtown Pittsburgh. I’ve been to this store twice before without any issues, but today was terrible. I was told by an associate that the tailor would be with me shortly, so I waited patiently. However, I ended up spending a full hour in the store without ever being assisted by the tailor. When I followed up with the associate, he said he’d check on the tailor but never got back to me. If they had simply been upfront about the wait time, I could have come back later.
To make matters worse, the store manager offered nothing but excuses and didn’t even apologize. It also felt like the associates were prioritizing clients who appeared more affluent, while I was left without assistance. This was an incredibly disappointing and frustrating experience, and I will think twice before coming back to this location. Customer service should not depend on appearances or be this disorganized.
