Polo Ralph Lauren Factory Store — Local services in Milpitas

Extremely Disappointing Experience – Loyal Customers Treated with Disrespect

We have been loyal Polo Ralph Lauren customers for years, regularly spending over $5,000 per visit to shop for our entire family—wife, daughter, son, and father. However, today’s experience was the worst we’ve ever had shopping in the United States.

We had selected 27 items, shopping with our 1-year-old baby, when we were informed—at the very last moment—that we could only purchase 25 items per transaction. While we understood and accepted this policy, I suggested that my wife purchase the remaining two items separately. Instead of accommodating this reasonable request, the store manager was incredibly rude, treating us as if we were trying to break the rules.

He went as far as printing out a policy page and condescendingly saying, “You want to see the company’s rules?”—as if we weren’t valued customers. My wife is a separate individual, with her own money, phone number, and identification, yet they still refused the purchase. Worse, the managers were laughing and making jokes at our expense while we were simply trying to complete our shopping.

This level of disrespect is unacceptable, especially toward loyal customers who spend thousands with the brand every month. We have already reached out to corporate and are awaiting a response. As public figures with over 505K Instagram followers and 1.1M TikTok followers, we hope the company will take swift action to address this unacceptable treatment before we take this issue further.

We expect a sincere retraction and resolution...

If I could, I wouldn’t even give this place one star. Placed an order on November 21, paid in full, and was promised the items would be shipped. Weeks later, I had to chase them down myself, only to be told that the items were out of stock across the Bay Area. The male staff member I spoke with was vague and dismissive, promising to follow up but never did.

When I called again, the female staff member I spoke to was even worse—rude, unhelpful, and outright refused to give me her name, saying it was “not necessary.” Absolutely unacceptable behavior.

This store has no respect for its customers, no accountability, and zero professionalism. If I could give zero stars, I would. Do yourself a favor and...

Must have had their yearly customer service training.... I felt like every associate in the store wanted to say too much every corner I turned. The initial pitch was great... but long... the rest...well I couldn't shop in peace so I left with nothing. Learn to read body language. If I'm walking away or focused on something keep it short. Pay attention to who your other colleagues are approaching...it was overkill. 4 stars because I like...