I ordered a shawl on 12/25 as it was reduced in cost. Three weeks later, no shawl. I called Customer service who after a long hold ( and endless repeats of "We are experiencing unusually high volume of calls...") I finally reached a CSR who apologized, and promised to put it in the overnight mail. Two days have passed and as of today, STILL no shawl. When you go to the Flagship Store, it's a wonderful experience, but I cannot schlep 90 miles each time I want something. Brooks Brothers should be ASHAMED of the customer service provided to online and phone customers!!