We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

U.S. Polo Assn.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/15/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a sweater from polo assn on November 15, 2023. The total price was 28.90 US dollars. The order number was 762384. I received the sweater on November 19 2023 and I tried it on immediately. Due to quality issues, The sweater is at least 2 sizes bigger that their size charts and I can't wear it at all. For the size, I purchased the size xl according to the size charts on their official website. The provided bust is 40-43 inches and the waist is 33.5-34.5 inches. I measured it with a measuring tape and found that the waist and bust of the sweater I received were both 45 inches. This results in a piece of clothing that is very big and cannot be worn at all. My shoulders fell off after I put it on. Then I contacted Polo Assn, but I couldn't get through the phone many times. I can only try to contact them by email and ask for a return or refund because they have no exchange policy. Then I received their reply on November 20, 2023, and immediately returned their clothes in good condition because I just tried them on. And the quality is not good. The most frightening thing is that their sizes are not at all the same as what they provide us on their official website. Then I still didn't receive their refund, so I contacted their customer service, and they said that their refund would be slow, and then there was no further information. So I contacted the bank, and today I received a refund of US$13.9 from them. Due to their quality and size problems, I couldn't complete the order, and they also deducted US$15 from me. My request is that I hope they will return my money. $28.9. I need to protect my consumer rights, i appreciate it.

  • Initial Complaint

    Date:10/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order on Thursday. Was told on Friday afternoon it would be shipped. I paid $35 next day air Package didn’t arrive until Monday afternoon. When I questioned the shipping time I was forwarded small print shipping policy not located on shipping screen. Customer service was rude and not helpful. I would like my shipping fee returned since it took 4 days to receive my package.

  • Initial Complaint

    Date:09/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear Team, I am writing to express my deep dissatisfaction with my recent shopping experience in US polo. My order, USPA23114 placed on 29/08/23, has not been delivered as promised. Furthermore, I received an unjust email accusing me of verbally abusing your delivery driver, which is entirely untrue. I have not received any calls regarding my order or address verification. I have repeatedly updated my address in my account, and this issue has caused me significant inconvenience and frustration. I kindly request prompt resolution and an explanation for these issues. Your attention to this matter would be greatly appreciated. Sincerely, *****

  • Initial Complaint

    Date:07/20/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 4 t-shirts for my Dad on June 17, 2023. My order # is #695356. On June 23rd, 3 t-shirts were delivered. And for the 4th one it showed it was being prepared for shipping. I never received any communication about the 4th t-shirt from US Polo Ass. I emailed them and called them continuously. However, it seems their customer service doesn't exist. No one ever answers a call and always asks to leave a message. I left so many messages but all went to a big black hole. I called the outlet mall store and they said they can't help and gave same contact # and email that I used previously. This was a gift to my Dad and he is asking about it everyday. I am totally frustrated with their no response. Didn't expect such pathetic service from this company.

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I bought 213.66 $ US including 90 $ of expenses ( 30 $ of delivery and 60 of taxes ). I took two items and am returning 5 items. The company refuses to refund me the taxes. when I ask to coordinate a manager to speak no response from them.

  • Initial Complaint

    Date:02/07/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Paid £20.00 plus £4.99 postage for a panderosa pine green coloured diamonte hoodie. I got the green jogging bottoms instead. Wrong item sent by company. I then bought the same item for £39.00 plus £4.99 postage. Total paid £68.98 for the hoodie. I have made several different attempts to ask them to send me a return label. They have not replied once. I went online and tried to create a return label. It would not download the label. Now, it says my order number is not recognised. Now, I can't return the jogging bottoms. I want a refund for the £24.99 plus the £19.00 difference between the two. I am not paying more for the item when i got it in sale for £20.

  • Initial Complaint

    Date:11/30/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ******* ******, I placed an order through the website and it said it was delivered I can't find the packages Please I need a resolution on this matter I didn't receive any package. Here is a tracking number 1Z1030EXXXXXXXXXXX and my order number is #XXXXXX. I have called the customer service several times one no one answering and I left a voicemail I haven't gotten a call back. I sent several emails I didn't get a response. At this point I'm Getting frustrated, no one is saying anything this is a large order it's over $300, I'm Scared this is a lot of money, If I can't get a replacement can I get my money back, your customer service is so bad that it's making me feel like it's a scam. This my first time ordering things from Pollo us assn. Please refund my money, There is no way of communicating with pollo assn . Please just issue my refund, ups said the investigation has been closed they couldn't reach me, I call ups every day, I'm frustrated and tired of this I never have this issue since years if ordering things online, they keep saying the Same-thing . Please just issue my refund I'm fed up of this. I ordered basic need for me and my daughter( clothing) why do I have to go through this. Please issue my refund . Please see to this and issue my refund.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2022/12/14) */ Thank you for bringing this matter to our attention. After reviewing this customer's information, We see in our system the package for this order was delivered by UPS on the 22nd of November, under the tracking number 1Z1030EXXXXXXXXXXX. A missing package investigation was opened with UPS for this parcel and then closed due to UPS not being able to reach the customer. The claim has since then been opened back up. At this time UPS is still processing the claim and has not completed the investigation fully. We also have records showing that we contacted the customer back on the original email sent to us on the 30th of November, with no response back from the customer. Consumer Response /* (3000, 7, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Honestly I have never seen a company this worse, I sent several emails, no response i went as far as sending messages on their social media handle, still they didn't resolve the matter it's like they don't want to issue the refund,but the lady advised my to go through my bank and my bank was able to refund my money if not I will still be in that sadness us pollo put me through, they don't pick calls nor reply emails this is a very wrong way to do business I read a lot of bad reviews about them too, so sad I have to experience this and mine was over $300 Order, even in their response you could tell they are not willing to give the refund, are you telling me that by now if my bank didn't refund my money I will still be waiting for the result of the investigation, after I called ups myself several occasions no update, Please stop all this lies and just do better with other customers I will never buy something from Us pollo never

U.S. Polo Assn. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.