Ralph Lauren — Local services in Houston

Worse experience in the history of retail shopping. I had ordered trousers online and brought them to the store for free tailoring as noted on their official website that if you purchased it at full price, alterations will be free of charge. Walked into the storefront, and 2 women who were overseeing the front was sitting ON the display table on their phone, not once looking up or greeting us. As went to the back room, 2 gentlemen were standing at the back, not once batting an eye at us to ask if we needed assistance. I went up to the older gentleman (who is not one bit of a gentleman) w/ gray hair to ask for help. He saw that I was holding my package and instantly asked "was this an online purchase or in-store?" I informed him that I purchased it online and had made an appointment online via their website to come in for my measurements to get my trousers tailored. He then asked the name of the seamstress that I was supposed to see. I informed him that the website did not tell me who it was (turns out, there is only one person who does the tailoring, so why asked who I'm scheduled with?" He then said he will have to find someone to help me. Minutes late, a woman came to me and sternly scolded me for making the appointment online and not for calling. From what she said, there is a disconnect between the website and the store for appointments and to just call them. I informed her that I have called on many occasions but no one ever picks up the phone. After that ordeal, she signaled the rude gentleman from earlier to get the seamstress to come out. After getting my measurements and writing down my information, I ask if I needed a receipt and they said no, and that they would call me when my alteration is completed. Before leaving the store, that older gentleman rudely commented and said "Next time you decide to buy something, come to the store, don't buy it online." I then told him that many of the items I buy are not in stores and are online. He then goes and tells me that if it's not in the store, then they will order it online to get it shipped back to the store for me to pick up. This makes no sense at all. I'm not going to make multiple trips to the galleria for something they don't even carry if I can easily do it online. It has been almost 1 month since I dropped off my trouser and no one called. I decided to call and it took 7 calls before I could reach someone from the store. I asked if my trousers were ready and they asked me for my ticket number. I told the woman on the phone that I was not given a ticket number. She rudely replied, "What do you mean you don't have a ticket number?" I had to again, explained that I did not receive one. She then went and looked for it and said it was ready after the 1st week I dropped it off. I asked why I was not informed of this and she asked if I received a call I said no one had contacted me. I later showed up at the store and again, the same 2 woman was in the store front on their phones, with no greetings whatsoever. I then met the Hispanic gentleman with the curls and he went to get my trousers. When I went to drop off my trouser, I had them in the ralph Lauren hanger and garment bag that came with my order online. When it was returned to me, it was in a cheap metal hanger and plastic bag. I asked where my original bag and hanger that I dropped off with the trousers were and he said "We don't give out garment bags to pants." I informed him that when I had dropped off the trouser, I left them in the bag and would like them returned to me. He then said, "sorry, we don't have any available at this time and went to assist another customer. I am sorry, but these employees here are judgmental. Upon reading other reviews of people's experience that dates back a few years complaining about the same thing, this company doesn't care how their patrons are being treated by...

To preface, we had come in a few years ago and were treated TERRIBLY. I mean awful. Went recently. My brother in law is graduating with his MBA, and wanted to treat himself to a new suit. The whole nine yards, pants, shirt, jacket. Even bought a polo. We went in over an hour before close, and were treated horribly. We were dressed casually, and it definitely affected how they treated us. We were hovered over and ignored until they figured out we were meaning to spend well over $1,000. When we were finally taken seriously, the bald old man refused to help us, even though a coworker urged him to multiple times. We then heard him complaining about us, and they even forced another party to leave. They also began to complain about us in Spanish, figuring we couldn’t understand. They also heavily sighed the whole time we were there, and overall made it u comfortable. We almost left completely and spent hard earned money somewhere else, but my BIL loves Polo so much we decided to stay. 0/10. Imagine being haughty over working in a store at small, making a little more than minimum wage! The employee who did help us, Omar, was very nice. He helped us find the right sizes and brought us multiple different color options. Crazy that my BIL, who is the Vice President of a large shipping corporation, is treated like absolute trash by a couple of clothing...

I love Ralph Lauren, but the staff at this location needs a hard reset. Aside from the one African-American associate (who was genuinely kind and welcoming), I felt very uncomfortable in this store.

There was an older gentleman wearing glasses in the men's section that gave me a dirty look, and a condescending middle-aged blonde associate in the front who encroached upon my physical space to "assist" me when I was trying to identify the material blend on a blouse's tag (which she incorrectly stated was 100% silk). You're in sales--know your product.

There is a difference between attentive service and surveillance, and consumers can feel when they're being profiled. Corporate office: please hire better associates to represent the RL brand. This kind of in-store experience is unacceptable, disturbing and off-putting.

Store visit: 9/21 from...