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Complaint Details
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Initial Complaint
10/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello, i am having issues with delivery regarding an order placed online. I tried contacting the merchant and was unable to reach someone. Would you kindly Ask an agent to contact me immediately regarding my Order? Thank you Order# **********
Business response
10/03/2024
Our records indicate that the customer spoke to our customer service team on October 2, 2024 and advised his order was missing. A credit in the amount of $466.00 + taxes was issued for order **********. It may take up to 30 days for the credit to post back to the ****** account.Initial Complaint
09/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ok soo Ive always been a loyal customer me, my husband and my kids all love Ralph Lauren however, I recently made a purchase and the amount for over $400 package says it was delivered but Ive never received it I dont know where its at what happened to it or nothing so I emailed Ralph Lauren to get this situated and they reply back to me as a were so sorry we cant reimbursed you Im sorry WHATTT! so apparently Ralph Lauren thinks Im just lose over 400$ Worth of items just because it says its delivered and theres a picture of box on my doorstep WELL YA BUT OBVIOUSLY I DIDNT GET THAT BOX RL NOW DID I!! UGHHH so frustrated about this whole thing specially, because some of the items are sold out now and it was labor day sale when I purchased, so Ralph Lauren better do something about that too cause thats not fair and unacceptable for a normal income compared to Ralph Laurens income I dont know how is it as a company you expect me to take the $400 fall when you are a multi million/billion dollar company absolutely ridiculous RALPHLAUREN!!! FIX THIS BEFORE YOUS LOSE ME FOREVER AS A Customer!Business response
09/11/2024
Our records indicate that the customer called in and advise that the package (order #**********) was received but items were missing. A credit of ****** plus tax was issued on 9/7/24 at 3:54 PM for the missing items.Initial Complaint
09/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello Ralph Lauren,I am filing this Better Business Bureau complaint because of the ongoing missing packages investigation I currently have open for my ***************************** order. My order number is **********.On August 14th 2024, I received an email indicating my package has been delivered. This was supposed to be the third and final delivery for my order as it was sent out in three packages. The previous two packages that were supposedly delivered had never showed up to my door. I was hoping this third delivery would have all my items. However, I checked outside my front door approximately 1 hour after the delivery email, and unfortunately there were no packages to be found. I asked my neighbors and have checked around my property but it is not here.I then contacted Ralph Lauren support stating I did not receive any of the three packages that were supposed to be delivered to me. I was told they would open a missing packages claim on my behalf. I was then told to wait 5 business days.After waiting 5 business days, I contacted support for an update, and they stated to wait another 5 business days due to the price of the order. Once the timeframe completed, I contacted again and was told to wait 48 hours for an update. I then waited 48 hours and to my surprise, I did receive a single update. I then called again on Sept 4th 2024, and was told to wait another 48 hours once again. Ralph Lauren support has told me to wait multiple times for an update and then failed to provide any. I have been waiting 3 weeks now for help and I have yet to receive any. I am hoping this complaint will expedite my situation to upper management and have them assist me. The supervisors did not help either and they told me we have to wait for management to update / issue a refund. I am upset Ralph Lauren failed to provide me an update, and I thinking about speaking with my bank to open a dispute if they cannot help.Please get back to me. I appreciate your ********* regards,****Business response
09/11/2024
Our records indicate that a credit was issued for order ********** on 9/5/24 at 6:27 PM in the amount of 9/5/2024 $8738.00 + taxes.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order#********** I placed an order for a classic fit plaid stretch pink blue multi in size large. They took a long time to ship out the order #1. I received an email that the package was delivered. When you track the order its showing delivered to a different city than what is my delivery address. The picture in the carriers website isn't even my door. If you look at my address and look at the carriers tracking it shows delivered to a different city than what is my intended address. Its clearly shown.Business response
06/17/2024
We are researching this issue and anticipate a resolution within 2-3 business days.Initial Complaint
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
As a longtime customer, I am writing to you to make a complaint of a sales associate (********) who withheld my newly issued gift card for a previous week return to her store (RRL *******, *******). I was assigned to her with by the Virtual Client Advisor Team.Specifically, I was not informed of this newly issued gift card until I placed another order with her through iMessage today. Although I went ahead with a new order and tried to overlook this, and despite the mutual rapport I built with her, I realized after that it was unprofessional and ultimately I felt wronged by it. I should have been made aware of a newly issued gift card and not be seemingly subjected by her discretion to hold onto it for me.Business response
06/24/2024
We want to thank the customer for bringing this to our attention. We have forwarded the details of this experience to our Store Leadership team for feedback.
Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased clothing items from r************** on May 8, 2008, order #**********. I returned two items: a Belted Linen Shirtdress priced at $248 and a Cotton Mesh Polo Dress valued at $148. The returns were received by their warehouse on May 12. I've been credited for the shirt dress but not the Polo Dress. After discussing this with a representative via chat, I was informed that the return for the Polo Dress was rejected by the warehouse as it was not considered "returnable" and that the item would be shipped back to me. However, I have not received the dress nor been refunded the $148. I dispute the warehouse's assessment, as the dress was only tried on and returned due to fit issues. It is concerning that my account remains charged for the Polo Dress, which I do not have in my possession.Business response
06/24/2024
We issued a credit to PayPal on 5/30/24; however, since there is now an active dispute open with PayPal this is likely causing a delay in processing.Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a ******* Handmade Silk Gabardine Trouser on 01/26/2024. It cost me $759.06. In short, Ralph Lauren sent me a used/altered pants with its tag replaced and refused to take it back. The pants arrived on 02/01/2024. After I opened the box, the pants looked strange in the plastic bag since its tag has been cut (I thought that's normal) and got reconnected to the pants via a plastic cable. I took a photo of it for record(Attached here). Then I took the pants out and found it too big for me so I returned it to Ralph Lauren. I didnt realize the pants have already been altered until the return got rejected and I checked the reason with their customer service. They told me that they are not taking it back and asked me to dispute this transaction. However, the dispute didnt work as the merchant insisted on its my fault (if I altered it, why would it be so big?) and they dont accept used/altered pants for return. So weird! The used/altered pants with tag replaced was what they sent to me at the first place. Thats why Im here to file a complaint, hope BBB can help make this right.Business response
06/03/2024
After reviewing the details in the account, we determined that the customers return was refused as the original tags were not attached. We also identified the pants had been altered. As stated in our return policy, we can only accept the return of items that are unwashed, unworn, and unaltered with the original tags attached and accompanied by the original invoice for online orders.Customer response
06/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Please attention to the merchant's logic and wording. It is they sent me a pair of pants that has been altered and reattached to the tag at the first place. (The four pictures can prove that) And their response was saying the return they received didn't meet their policy. It's their fault at the very beginning but they are not admitting it. The pants I received has already altered and reattached to the tag. As a customer, it shouldn't be my job to recover this pants and it's impossible for me to do so. The merchant is abusing their power to force customer to buy their 2nd hand product.
Sincerely,
*************
Business response
06/24/2024
As stated previously, after reviewing the details in the account, we determined that the customers return was refused as the original tags were not attached. We also identified the pants had been altered. We have validated the item was originally sent in new condition in the original order. As stated in our return policy, we can only accept the return of items that are unwashed, unworn, and unaltered with the original tags attached and accompanied by the original invoice for online orders.
We are unable to provide any further assistance regarding this issue.Customer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The merchant sent a 2nd hand and altered product to customers at the first place and refuse to take it back since it's 2nd hand and altered. In addition, the merchant didn't admit it's their fault even though the customer has 4 pictures to prove that. The merchant is not willing to work on this issue as they started to copy and paste their previous reply. They are selling their 2nd hand product at brand new price. It's a scam. Legal solution might be needed here.
Sincerely,
*************
Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned the order ********** to **** and waited almost a month during this process. When I contacted them for my money back, they didn't tell me they were encountering any issues but just told me that they are still processing it and that I should be receiving the money back soon & said to wait for 2 business weeks. After I waited for 2 business weeks, I contacted again and they said that their system hasn't detected the return at all and will submit a claim to another department regarding my refund. After couple minutes, I received an email from ********************** claiming that they didn't get the return. After a whole month of waiting, they told me that they didn't get the return. Not only they wasted my time and money but they are also not taking responsibility for the case. I used their return label and dropped off the package and the *********** I did my job nice and clean but now these guys are just stealing my money from me. How's it my fault that the driver didn't deliver the package to them? I'm not the driver, I'm the customer. I did my part and waited for a whole month. I'm losing 1 thousand dollars over here. This is a clear scam on their side.Business response
06/03/2024
The return was shipped to an incorrect address. We will partner with our transportation team & the carrier to determine if an investigation & claim were made to determine next steps.Customer response
06/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
They didnt do any claims with *** when they rejected my refund. They told me to the investigation with ***. Now after months you are telling me otherwise.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
06/24/2024
We do not show a receipt of the returned package in our records within our fulfillment center. Therefore, we have engaged with the required members of our transportation team, as well as the carrier, to open an investigation.Initial Complaint
03/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered a Ralph Lauren Purple label shirt for 414$ plus tax for a total of 450$. Ralph Lauren sent me the wrong item. I could not get my money back because Im doing a PayPal 4, buy now pay later program. Ralph Lauren noticed I was right and tried to send me 225$ back to me 50% of my purchase. I still have not received the money from them because I opened up a complaint through PayPal so now I have to wait 30 days to get my refund back for a wrong item that I never wanted from the beginning. Please help me out so I can get my money back sooner. Ralph Lauren is making me go through hoops just to get half my money back. Truly a frustrating experience I had with them.Business response
06/24/2024
A credit was issued on 03/17/24 in the amount of $225.37 back to the customer's PayPal account; however, a dispute was also opened which likely delayed the processing of the refund.Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
From: ********************** Sent: Wednesday, March 20, 2024 12:19 PM To: '*********************************************'Subject: RE: *************** Missing Return Item ********** Importance: High I did NOT merely request a credit for a missing return item. I reported that I returned the item and my account was not properly credited.I provided the *** Tracking which clearly indicates the item was delivered to your location in **********, **.I make several purchases from RL as you see; I made a purchase just prior to seeing this email. Had I seen this email, I would not have placed the order. I will NEVER AGAIN shop Ralph Lauren. I find this email tremendously offensive. I did not make the error, your employee did. Perhaps you need to place your efforts and anger at supervising and training your employees who are apparently inept.I made several returns via *** on 2/22, these are the tracking numbers:****************** ****************** ****************** ****************** If you input those Tracking references into *** Tracking, you will see that all the packages were delivered to your facility. *** package ******************* Delivered: Mon, Feb 26, 08:52 AM DATETIMELOCATIONSTATUS Feb 268:52 AMHigh Point, ********** StatesDelivered From: ********************************************* Sent: Wednesday, March 20, 2024 11:51 AM To: **********************; ******************** Subject: *************** Missing Return Item ********** * ****** ****** ** *** ***** *** ********** ************* **** *** ******** ********** **** *** ******** **** *** **** ********* * ****** *** *** ******* ****** **** **** **** **** ****** *************** ****** * ****** *** **** ****** *** **** ************ ********** **** ***** ******** ** *** ** ****** ****** ********* *** *** ****** ******* ******* ** ******* ********* ****** ** ******** *** ****** ********* **** **** *************** **** ** ** **** *** ***** ********** ** *** ******** ****************************** **********Business response
04/15/2024
Ralph Lauren is working with the customer to provide a solution.
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Customer Complaints Summary
93 total complaints in the last 3 years.
41 complaints closed in the last 12 months.