Complaints

This profile includes complaints for Ralph Lauren's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ralph Lauren

  601 W 26th St New York, NY 10010

  
• 

  Ralph Lauren

  Woodbury Common Premium Outlets 412 Evergreen Court Central Valley, NY 10917

  
• 

  Ralph Lauren

  412 Dune Rd Woodbury Common Premium Outlets Central Valley, NY 10917-6201

  
• 

  Ralph Lauren

  650 Madison Avenue New York, NY 10022

  

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.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 BBB,I had placed 3 orders on Ralph Lauren website around Jan-17 (Order No. ********** ($398.34)/ ********** ($473.20)/ ********** ($472.40)). None of these orders been delivered as they all were requested to return to Ralph Lauren during delivering, and from all delivery tracking records, showing Ralph Lauren had successfully got the returned packages.However, when I requested Ralph Lauren to refund the money back, they refused and just saying it was denied and asking me to find my bank for a dispute. Then I had talked with my bank, they denied my request either - stating as - "All the payment had already passed to Ralph Lauren with respective transactional records. It is Ralph Lauren who should refund the money back to customer"Here I am attaching - Order details from Ralph Lauren along with banking bills (with card No. information which will help you and Ralph Lauren check that those transactions never been cancelled from the bank and all the money is transferred successfully to Ralph Lauren.)So I am requesting Ralph Lauren to refund all the money for listed orders, totally $1,343.94 ($398.34+$473.20+$472.40), which is really a lot to me! Thank you!!

  

  Business Response

  Date: 03/27/2025

  We have processed credits for the following orders:
  Order #**********: $398.34
  Order #**********: $473.20
  Order #**********: $472.40
  You will receive confirmation emails with details for each credit.
  Upon reviewing your account activity, we have identified patterns that do not align with Ralph Lauren's standards. As a result, we regret to inform you that we will no longer be able to process online purchases through this account. However, your gift cards remain valid and can be redeemed in person at any Ralph Lauren Retail Store or Polo Factory Store location.
  
  

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had the order with number **********, which I returned in-store (*********************************) and I got the confirmation to receive the refund. It's been almost 2 months that the refund is not yet hit my credit card account. I had multiple rounds of call with Ralph Lauren where they say they refunded me, but there was no money on my statement. Also, I had called my banks many times, where they confirmed there is no refund from Ralph Lauren.I asked Ralph Lauren to do a deeper investigation, but they refuse to. At this point, I realized they don't want to refund me, and they don't want to do a proper explanation. I have all the evidences of the return in-store.

  

  Business Response

  Date: 03/26/2025

  Our records indicate we issued a credit in the amount of $1413.20 on 1/14/25 for the return of the Shearling-Collar Plaid Wool Ranch Coat.  On 1/16/25, we received notification that the customer initiated a chargeback with the credit card company.  We provided proof that a credit was already issued in response to the chargeback.  In addition, we have provided a reference number to the bank and the customer for the credit that was issued. 

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On February 3, during an online chat (OC), the customer service representative informed me that an unauthorized order (#**********) was placed on January 26 using my e-gift card, with the email *********************** associated with the transaction. I requested additional information about the unauthorized order and the person responsible on February 4, but on February 5, Ralph Lauren refused to provide further details or assist in resolving the issue.I followed up multiple times via online chat and email (EM) on February 6, 7, 10, 11, 12, and 13, but received no meaningful response or assistance. On February 11, Ralph Lauren reiterated their refusal to issue a refund or provide support, despite my repeated reasoning and requests for help. The responses from the customer service team were consistently dismissive, using the same scripted language to deny assistance.On February 14, the customer service representative suggested that I dispute the charge with my bank instead of offering any resolution. Despite my persistent efforts to seek accountability and a fair resolution, Ralph Lauren has repeatedly refused to assist with the unauthorized transaction. I'm NOT asking for reimbursement or reevaluation for the hacked card. I'm just begging for some more details so ********* Team can dig further for the unauthorized access to my email to prevent it from happening in the future that might cause more financial loss.

  

  Business Response

  Date: 03/27/2025

  After a thorough review of account history, order details,and consultation with our carrier and asset protection teams, we regret to inform you that we are unable to process any refunds. Our investigation has determined that the card activity and usage do not comply with our company standards and policies.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had a very bad experience at Polo Ralph Lauren Factory Store located *********************************************** yesterday, 2/9/25. I dropped my wife at the store around 1:45pm, then drove to ********* for grocery shopping and came back to *************************** at around 3pm. My wife had selected 3pcs of packable vest, 2pcs of sweater, and 1pc of wool coat at discount prices. We went to the cashier counter for checking out. A young gentleman came out and told my wife that he could not sell the clothes to her because she bought many clothes totaling around $1,500.00 from the store on 2/1/2025. He said he was the store manager and he suspected that she might re-sell the clothes. He also told my wife she would no longer buy clothes in this store in the future. We were shocked by his assertion and attitude. My wife felt very mad because during the more than an hour she spent shopping in the store, he didn't remind her she couldn't buy clothes there and the quantity limit policy even he opened the fitting room for her and asked her if she came to this store last week. My wife explained to him she didn't buy many clothes in Polo stores very often before. She also told him she worked at university as a full time employee and had never thought about reselling the clothes. She also explained to him she bought the clothes for her parents and relatives as gifts when she planned to go back to ***** next time. She came to this store for the first time before Christmas and bought a few clothes for her family members when she went back to ***** during Christmas and found they like Polo clothes very much. But he still ignored my wife's explanation and refused to check out the six clothes that my wife picked in the store. We had to leave the store with great disappointment as this is the third time we visited Polo factory store in the past years! As a good customer and an Asian American, we expect that we can be treated fairly and reasonably in any retail stores in this country!

  

  Business Response

  Date: 03/04/2025

  Thank you for your interest in our products. We truly appreciate your support and enthusiasm for our brand. After a thorough review of your purchase request/history, we regret to inform you that we are unable to process your requested transaction at this time. This decision is made in order to maintain fair access to our products for all our valued customers. As stated in our ********************** policy, we reserve the right to refuse sales to customers and limit the quantity of items that can be purchased per person, household, or transaction, at our sole discretion, and at any time. Additionally, we may request further information for review or verification prior to processing any purchase.

• Initial Complaint

  Date:02/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 support team,I had two orders recently with Ralph Lauren website, which order number are ********** and **********, payment are $317.85 and $367.61 respectively. Unfortunately, the order failed to delivered and been returned to Ralph Lauren and it is confirmed they had got the returned packages so they issued the refund to me via E gift cards.And it is agreed with their on-line support with chatting history evidence that they committed I could reorder again.However:The gift card they issued are only 0 balance!! no money at all in it. And I checked with them, they even saying to let me asking for refund from my bank, how could it be? As I had gift card from my friend with $500 value and my order which been returned is only partial of $500 (e.g. $317.85 for order **********), how the bank could refund me? Then Ralph Lauren ignored my further complaint and refuse to refund the money to me!!I know there should be restrict security check to secure the correct payment, however, Ralph Lauren had gone to the way to even restrict REAL customer like me to purchase! And talking with them is indeed a waste of time as they finally ignore whatever you say, which is very rude to customers.

  

  Business Response

  Date: 02/22/2025

  I am pleased to inform you that we have reactivated your gift cards with the following details: Gift card ending in ***** $317.85 (Order #**********)
  Gift card ending in ****: $367.61 (Order #**********). Please allow 24 hours for the balances to be fully posted and available for use. We must inform you that upon review of the account activity, we have found patterns that do not align with Ralph Lauren's standards. As a result, we will be unable to support any future online purchases through this account. These gift cards can be redeemed in person at any Ralph Lauren Retail Store or Polo Factory Store locations. We sincerely appreciate your understanding in this matter.

  Customer Answer

  Date: 02/28/2025

  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. Thank you very much for your contribution and help to solve the issue which been troubled me for long!!

  Sincerely,
  
  ****** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We bought a pair of jeans from your sawgrass store a week ago after wear them for the 2 time jeans teared apart with my husband using they for them We went to the store To returned them,The cashier said she need to call the Manager When Manager arrived and we explained she started yelling at us in front of everyone that we didn't buy the jeans there even though we brought the receipt.She said we were lying because she didn't sell those I went and get the same pair from the men department and that's when she start scanning the old ones she didnt apologized after the scene she made I have the invoice and the picture of the Manager that you have there to fight costumers This is my favorite store and I am not going to come back because of that poor service and the way I was treated like a criminal liar. I have picture and receipt that I will be attaching the **** was $98 but we spent $400 that day

  

  Business Response

  Date: 02/17/2025

  Thank you for reaching out. I can confirm that the credit for the jeans was processed and issued on the same day as your store return. If you have not yet seen this credit reflected in your account, we recommend checking with your bank or credit card issuer directly, as sometimes there can be a processing delay before refunds appear on your statement.  
  Have your original return receipt handy when contacting your financial institution, as this will show the date and amount of the refund processed. 
  If you need any further assistance, please don't hesitate to contact us again with your return receipt details.
  

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The package arrived damaged and I have returned all of the items using the label you provided, and it shows that it was delivered to you a month ago, why are you stating you did not get it?I contacted you about the missing packages because *** found that it was damaged and had to investigate before they actually delivered the package to me. I contacted your agent to cancel the missing package claim right after I received the package.I have returned the damaged package to you using the label you provided to me and now you are saying you didn't get my return (when it was already marked as delivered to your warehouse ******************).If you find that the package did not arrive at your warehouse, you should be the one that is responsible for starting an investigation with *** and refund **** need a supervisor escalation on this, please.

  

  Business Response

  Date: 02/13/2025

  Thank you for taking the time to express your concerns regarding your recent experience. We have carefully reviewed your claim with our transportation department, carrier, and asset protection teams and conducted a thorough investigation into the matter.  After careful consideration of all relevant information, we have determined that our original decision on this issue remain unchanged. We understand that this may not be the outcome you were hoping for, but we assure you that this decision was made following our established policies and procedures. We appreciate your feedback

• Initial Complaint

  Date:01/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 two confirmed orders (#********** and #**********) on Ralph Laurens official website during a sale. The total price was confirmed, and my credit card was charged. Later, the company canceled my orders without my request, providing inconsistent explanations: first stating that I canceled the orders myself, then claiming the items were out of stock, and finally stating it was a 'pricing error.'Despite their claims, the exact same item I ordered is still available on their website at full price. This indicates that Ralph Lauren intentionally canceled discounted orders to resell the product at a higher price, which I believe is an unfair business practice.I contacted Ralph Laurens customer service multiple times, but they continue delaying their response and refusing to honor my purchase. Instead, they offered me a small discount on a different product, which is unacceptable.I am requesting Ralph Lauren to either fulfill my original order at the confirmed discounted price or provide an equivalent replacement at the same price.

  

  Business Response

  Date: 01/31/2025

  We understand your frustration and we sincerely apologize for any inconvenience this pricing error has caused.  We strive to ensure the accuracy of pricing of our products online and in store but despite our best efforts, pricing errors may occur. In the event that a product is listed at an incorrect price due to a typographical error, ************************** shall have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and your credit card charged.
  You may view our price adjustment policy under Customer Support on ******************************.  The link is listed below.  
  ***********************************************************************************************..

• Initial Complaint

  Date:01/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am formally contesting the outcome of your team's investigation and requesting a full refund of $2,993.29 for order **********, which includes two pairs of winter boots, one brown, one black. I have sent multiple emails and made phone calls, but received no assistance. **************** appeared indifferent to my concern and seemed unbothered and even bored. This is the second order I have placed with Ralph Lauren, and neither has been delivered. Each time, I have asked for my order to be located, but without success. I no longer intend to shop here after this experience and recooked that others shop in person as online experience is sub par. The tracking information provided shows that the order was neither delivered to the address I specified nor to me personally. Attached are photos supporting my claim. Please address this matter as soon as possible and refund the total amount immediately.

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing your concerns to our attention. We have completed a comprehensive investigation into your claim, which included: A review with our transportation department, consultation with the carrier service, an assessment by our asset protection teams, and direct contact with the front desk at **************  Our investigation confirmed that ************* has two distinct package rooms: One with a gray floor and concrete walls and one with white tile flooring with wooden walls (matching our delivery confirmation photos).  After thorough evaluation and information gathered, we must uphold our original decision in this matter. While we understand this may not be your desired outcome, please be assured that this determination was made in accordance with our established policies and procedures. We appreciate your understanding and value you as our customer.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The initial transaction period was from December 4th to December 9th. I placed three orders with Ralph Lauren and paid a total of $6,926. I returned all the packages after they were misdelivered, 3 times, and was informed by Ralph Lauren that my return had been received on January 6, 2025 (attached proof). However, I was advised to wait for ***** days for my refund. Despite waiting for ***** days, I have yet to receive my refund. I contacted Ralph Lauren again and was informed to wait for another 3 days, which I did, but still no refund. Then I was told to wait another ***** hours, which I did, and still nothing. Therefore, I am requesting a full refund of $6,926 for the orders I returned and was acknowledged and thanked for returning. Order numbers *********************1, and **********. Return Tracking: ******************* ******************* ******************* 

  

  Business Response

  Date: 02/05/2025

  Thank you for your patience during our investigation. Following a comprehensive review of orders #**********************1, and #**********, we have determined the following:
  
  These orders were originally reported as missing.  Our carrier investigation confirmed successful delivery of all packages. Based on delivery confirmation, the missing item claim was not approved so customer filed a ******************** complaint requesting reimbursement.  

  Return Investigation: Upon your indication that items were returned, we reopened the case. A thorough investigation was conducted in partnership with *** (our shipping carrier) and our Returns Department. *** and our records indicate no receipt of the merchandise at our facilities.  Given these findings, we regret that we are unable to process a reimbursement for these orders. We understand this may be disappointing and appreciate your understanding in this matter.

  Customer Answer

  Date: 02/10/2025

  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]

   I returned my orders. If you still havent received them after it being marked delivered then are the orders lost? I demand my full refund. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****