Polo Ralph Lauren Factory Store — Local services in Aurora Township

We just bought bunch of kids clothes here and during check out we were kind of confused on the saving/%off on the clothes. The lady at the register did not explain anything but just expect us to look at the screen and figure it out, and had a major attitude problem with us asking questions about what's a discount item and what's not, she just expect us to pay for it without questions asked. If it's not a factory outlet and there was no discount then we wouldn't have ask any questions. But since there were a lot of buy one and get the other 50% off it was kind of confusing, we had to take everything out of the bag and go through items by items. Once that was over she did not help is to put the clothes back in the bag and just stood there watch us to put everything in the bag and did not say thank you, in a way I felt as we are causing a hassle for her. Also at first when she asked the out personal information we did not feel comfortable giving it home address and telephone that was the first thing that ticked her off. Then when we go out and leave the security alarm went off and because she actually had forgot to take off one of the clothes security tag. When speaking to the manager about it he was very rude as if she had done nothing wrong and briefly said she will speak to her but did not apologize for any hassle that...

Disappointed!

Our experience at the Polo Ralph Lauren factory outlet in Aurora was nothing short of frustrating. After my husband purchased a varsity jacket that wasn’t in stock, the store placed an order from another location. The jacket arrived damaged, with holes and a security tag still attached. When we returned it to the Aurora store, they placed another order, which was later canceled by the other store.

Instead of resolving the issue, the Aurora staff asked us to come back in person just to process a refund for the canceled order. Not only did they make no effort to recover the situation, but they also blamed the entire ordeal on the company, saying, “This is how it is, and we can’t do anything.”

The staff was rude, unfriendly, and showed zero regard for customer care. No apology, no attempt to fix the problem, and absolutely no service recovery—it was as if they couldn’t care less about the inconvenience caused.

This kind of attitude is unacceptable for a brand like Ralph Lauren. Unfortunately, this experience has left a very bad impression of this particular location. Customer service should be about making things right, not passing the blame. Highly...

9/3/23 Customer was making me and my mom uncomfortable by grunting and staring at us with disgust. I responded to customer and sales associate who is a manager ( lady with long braids and African American was wearing a beige outfit) asked us if everything was okay. I said no customer was grunting at us and making noises as if we were disgusting to look at. She responded “ she is a customer” okay then what would my mom and I be ? Like her behavior is being justified. We felt uncomfortable and discriminated against. She then proceeded to tell her coworker “ ugh today will be a good day” sarcastically. Afterwards I went to the front and ask for the customer complaint the manager lady in the beige outfit was there as well. I felt uncomfortable and extremely upset. It’s not about taking sides but that day the customer and manager made the shopping experience bad. It’s acknowledging both sides of the party and acknowledging that I was a customer and I deserve the...