B R O O K S B R O T H E R S U N I F O R M S H O P
https://united.brooksbrothers.sparcgroup.com/
* * * * * H E L P F U L S C R I P T I N G : * * * * *
** Why do you require signature?
" Given the value and importance of the contents, it is crucial that the package requires a signature upon delivery. This provides an additional layer of security and ensures the package reaches the intended recipient safely."
Acct still "In progress"/"Pre Ordered" as of this date.
"We understand how valuable this is to you. Please be advised that it’s already being processed, and we’re taking every step to handle it with care and urgency."
** Up to now no shipping due to inventory availability.
"We sincerely apologize for the delay with your order. At the moment, we're experiencing a temporary setback due to inventory availability.
That said, we’re glad to let you know that your item is expected to be restocked on [restock date from the order portal].
While we don’t have an exact shipping date just yet, we anticipate your order will be processed shortly after the item is restocked. Please rest assured that our team is actively working to fulfill all backorders as quickly as possible.
We truly appreciate your patience and understanding during this time. Your order is important to us, and we’re committed to getting it to you as soon as we can.
Thank you again for bearing with us.
"
** Item that is still in progress or up to this moment, label was created but no movement for more than 2 weeks.
"We’d like to assure you that your package is currently at our warehouse and is being carefully prepared for shipment. While we do not have a confirmed shipping date just yet, please rest assured that our team is working diligently to have it dispatched as soon as possible.
We truly understand how important this order is to you and appreciate your patience during this time. You will receive an email confirmation from Brooks Brothers, including tracking details, as soon as your package ships.
Thank you again for your understanding."
Thank you for reaching out, and we sincerely apologize for the delay in processing your refund. We completely understand your frustration, and we truly appreciate your patience during this time.
As of this moment, we are still awaiting a response from our warehouse regarding the matter, and we currently don’t have an exact date for when the refund will be credited. Rest assured, we are actively following up and will notify you as soon as we receive an update.
We deeply regret any inconvenience this may have caused and are committed to resolving this as quickly as possible. If you have any further questions or concerns, please don’t hesitate to let us know. We’re here to assist you.
Thank you again for your understanding.
After you process a "return", pls provide the following guidelines:
Exchange will not be accepted if garments that have been worn, washed or altered.
Pack your item(s) in a box or bag. You can use your own packaging or the box the garments came in.
Once confirmed, you scan or print a QR Code that you can use when you go to a Fedex drop off location (you can search for the closest location on the ordering portal).
Important Update on FedEx Delivery Manager Features
Please ensure that everyone is updated on the following features of the FedEx Delivery Manager:
Key Update for Today: The FedEx Delivery Manager app cannot change a delivery address.
What Customers Can Do: If the customer needs to redirect a package, they can do so through the FedEx Delivery Manager app.
Per the FedEx website:
"Sometimes you need to redirect a package that’s already heading your way. With FedEx Delivery Manager, you can request to have it sent to one of thousands of retail pickup locations, including Walgreens, FedEx Office, and Dollar General, free of charge."
Next Steps for Customers: Customers can request their shipments be redirected to a nearby FedEx Office or another designated pickup location, at no extra cost.
Thank you for making sure this information is passed along!
Uniform Coordinators’ Role in Direct Orders
This is with regard to the role of the Uniform Coordinators:
Uniform Coordinators are only authorized to place orders on behalf of others.
They do not have access to create direct orders themselves.
That said, they may reach out for assistance with a direct order only in specific situations, including:
-- Multiple exchange issues
-- Quality-related concerns
-- Lost launch kit orders
If a Uniform Coordinator contacts you outside of these scenarios for help with a direct order, please redirect them as appropriate.
Good Samaritan Return Process (A Good Samaritan is someone who receives a uniform package not addressed to them and takes the initiative to return it to us.)
If we receive a Good Samaritan return. Please take the following steps to process it:
-- Locate the customer’s account associated with the package.
-- Generate a return label and send it to the Good Samaritan so they can return the box to our warehouse.
-- Notify the customer via email that their package was received by someone else and is being returned to us.
-- Place an exchange or direct order for the customer to ensure they receive their items.
Instructions for Handling Stalled Shipments – Geodis (Warehouse) Spreadsheet Process
Please see the updated process below for handling orders that are showing no movement on the Geodis spreadsheet:
* Only take action if a customer contacts us.
If a customer calls in asking about their order and the tracking shows that the label has been created but there’s no movement from Geodis, follow the next steps.
* Verify the shipping address with the customer.
* If the address is confirmed, "Task" it to ESCALATIONS so that we can place a direct order to fulfill the item.
Upon the rollout of the uniform program, various quality-related issues may arise and need to be escalated by customers. Use the following guidelines to address and resolve these concerns efficiently:
1. Garment Odor
Step 1: Explain that over 500+ chemicals were tested and UL verified for garment safety and odor control.
Step 2: Ask if the garment was washed according to the care instructions provided. Document the customer’s response in Gladly.
Step 3: Advise that someone will reach out to assist with the garment return.
Step 4: Offer to replace the garment by placing a direct order with 2-day shipping. If the same size is unavailable, offer a substitute.
Step 5: Task to TL to capture this issue on the Quality Tracker.
2. Fit/Function Issues
Step 1: Identify the fit issues based on the current customer feedback: Dresses hiking up Men’s shirts are too long Jacket armholes are too tight Shackets are too short
Step 2: Recommend sizing adjustments based on the issue (e.g., sizing up or down).
Step 3: Advise that all feedback is being collected to improve future fits and products.
Step 4: Task the TL to capture this issue on the Quality Tracker.
3. Severe Quality Issues
Issues include:
Colorfastness
Allergic reactions
Rip in the garment while wearing
Zipper malfunction
Step 1: Offer to replace the garment by placing a direct order with 2-day shipping.
Step 2: Task the TL to capture this issue on the Quality Tracker.
4. Miscellaneous Quality Issues
Issues include:
Eyelet placement off
Buttons falling off
Threads loose
Holes in garment after the first wash
Step 1: Request the customer to send photos of the issue for further review.
Step 2: Task the TL to capture this issue on the Quality Tracker.
General Notes:
Always document customer concerns and responses in Gladly for tracking.