Polo Ralph Lauren Factory Store — Local services in Richmond

I had a very frustrating experience today at Ralph Lauren McArthurGlen Outlet.

I go to that store often and because I was Christmas shopping today, I went there first and found some good deals in store. When it was my turn to pay, the associate at the cashier’s desk started helping me and asked for my number to pull up the customer account. I gave him my number, had my code ready, and then.. nothing. He didn’t scan my items, and just kept looking around. I didn’t know what he was waiting for, but he kept looking around for a while. The people that were in line after me were already being helped by the other associates and I was still there just waiting for some unknown reason. After a few minutes, I couldn’t wait anymore and finally asked if there was an issue/problem to which he only answered, “Yes, hold on.”, and then brushed me off again.

I don’t mind waiting, I just wanted to know why I’m waiting and would like to have been given an explanation of some sort but he didn’t provide any. Instead, he continued to look around and finally, another associate helped him. Turns out, they had a limit of 5 items for the same product and I had 6 of the same kind of shirt (of different colors and sizes).

The other associate just said that I couldn’t buy them all because of the limit and then left, again without any further explanation. So I asked to do 2 transactions, 1 after the other. He said it’s not allowed. The way he said it, I was under the impression that consecutive transactions weren’t allowed so I purchased 5 shirts and then went to other stores.

Later that afternoon, I went back to buy the 1 shirt I wasn’t able to get and got the same associate. He immediately said that I’m not allowed to buy it because of the limit. I tried to get more information from him to know more about their policy because I’ve been buying clothes there and I’ve never had any problems with my past purchases but he just flat out told me that I can’t buy more AT ALL.

At this point, I was really annoyed because of our earlier encounter, and because it didn’t make sense, AND because I tried to get answers but didn’t get anything clear from him. I had a lot of words I wanted to say to him but I held my tongue because none of them were good. When he asked if I wanted to speak to the manager, I said yes. When I did, she said that it’s a daily limit of 5. So I can come back another day if I want to buy more of the same product. Now, that made more sense. I confirmed this information again with the manager before I left. If I was told that from the very beginning, there wouldn’t have been any problem at all. The whole experience just left me so frustrated. I don’t think I will be going back there again anytime soon.

I hope they see this post and try to reorient their associates with their policy and try to improve their customer service skills. Every store has its policy and that is to be respected. I understand that. I honestly wouldn’t have minded at all the wait, nor the limit had he explained it well to me the first time. If he wasn’t sure how to proceed or if he didn’t know the answer to my questions, he should just have been honest about it. All he had to do was communicate it with me. I would have...

I wrote this review to make people aware of my experience shopping at Polo Ralph Lauren. I believe it is my duty to inform others about the customer service of this brand. I have been a loyal customer, appreciating the quality and design of their products, but for an expensive brand, quality alone is not enough. Customer service is a crucial aspect, and I have decided never to return to this brand.

I will be sharing my experience with my colleagues, friends, and everyone I meet to warn them about shopping at this store. The behavior I encountered was very rude and unprofessional. I still have the clothes at home with the security tag attached and the receipt as proof of purchase. Despite owning many items from this store, I no longer wish to wear them because of this negative experience. The store's mistake wasted my time and insulted me, and I don't want others to go through the same ordeal. This experience felt like a trauma to me, and it took me 18 days to be able to express my feelings about it.

I recently had a frustrating experience at Polo Ralph Lauren in Richmond. About two months ago, I purchased clothes for a special event. At the last minute before the party, I realized the cashier had forgotten to remove the security tag. I felt extremely disappointed and upset as I couldn't wear the expensive clothes I had specifically bought for the occasion. Despite the distance from my home in North Vancouver, I drove all the way to the store to have the tag removed.

Unfortunately, the manager on duty that day, Saturday, June 29th, behaved unprofessionally and dismissively. They ignored my concerns, did not offer any apology, and refused to provide their name. As a result, I had to leave without resolving the issue.

I expected better customer service, especially given the high price of the clothes. I hope the management takes this feedback seriously and improves their service to prevent similar issues...

IT'S IMPOSSIBLE TO ORDER ITEMS BY PHONE. I cannot believe how ridiculously difficult it is just to get someone on the phone to help me order 2 shirts. I went into the store Monday hoping to buy 4 shirts, but 2 of the items I wanted were only available at other stores. Joji, the associate upstairs, was kind enough to write down the item numbers for us and told us we can ask the people at the cashier to place the order. Joji's service is fantastic, I have no complaints about him. In fact, if it weren't for Joji I'd be giving 1 star. However, when we got to the register, the cashier told us that their system was down and that I would have to phone in the next day to place the order. The next day, I had to try nearly 8 times before anyone would even pick up my call. The answering machine would say, "The person you are trying to reach is unavailable at the moment. Goodbye!" and hang up. Finally, the cashier from before picked up, and she told me to text her the item numbers. We ended the call and I texted her the numbers, and then I never heard back until 8pm that day when they were closing shop. She said she was busy but promised to place my order the next day, which is today. I texted her this morning reminding her to place my order. I have not heard back from her. I called the store again and another associate answered. I asked her to help me, but she put me on hold for nearly 20 minutes with no explanation. I hung up in the end. I don't want those shirts anymore, as it has been a very...