Polo Ralph Lauren — Local services in New York

I had a disappointing experience at the Polo Ralph Lauren store in SoHo that left a lot to be desired. Despite the store not being busy and several staff members available, the sales associate who was helping me offered little to no real service. He handed me the shoe box and walked away, leaving me to unpack and try them on by myself—no offer to assist, no attention, just a lack of basic customer care.

I asked for a new pair in my size, specifically not the display shoes. He returned with a box that, based on my request, I assumed would contain a fresh pair. But instead of confirming or opening the box to show me, he tried to rush me straight to checkout. I asked, “Can I check them?” and he said yes, handed me the box—and then completely vanished. By the time I opened it and realized they were the same display shoes I had specifically asked to avoid, he was nowhere to be found. I looked around the store trying to locate him or get help, but no one followed up. I ended up just leaving without buying anything.

This kind of dismissive, disengaged service is not what you’d expect from a brand that positions itself as premium. I felt deceived and disrespected, and no customer should be made to feel that way—especially not while trying to spend money. For a flagship location, the experience was careless and unprofessional. I won’t...

Staff said his name is Carlos. I have attached his face in the photos. On the receipt & at cashier the poster said that the staff should and must provide a comfortable & safe environment for customers. Carlos was very hostile towards us and kept rushing us to make a decision. He was aggressive and unwilling to get the correct size for us when we were trying on clothes. We purchased a total of 6 clothes, $751.22 USD. (Which is not a small amount) We would’ve bought more if there were more colors in stock & if Carlos didn’t rush us. Carlos was unreasonably rude and didn’t allow us check our confirmed purchases at the cashier. Said that we should’ve checked when we tried in the fitting room. We only confirmed the size & colours at the cashier. Why can’t we check if the clothing was in good condition? Fitting room is just to try on clothes. Almost every retail outlet ask us to check our purchases before payment. Only Ralph Lauren doesn’t allow. Which is weird for a big brand. I was looking forward to buying your pieces before my travel to nyc. I am very disappointed with my first visit to this outlet. A really horrible & unfortunate shopping experience. Definitely WILL NOT be...

I'm a customer from Texas — I called the Prince Street location because they (apparently) had an item I wanted that was sold-out online but available in this store. In fact, I was told by corporate over the phone that this Prince Street location was the only store in the entire U.S. that could have the sweater I wanted! I called and Dwight promptly answered. He even gave me his phone number so I could text him the SKU/UPC number for the item, a photo, the size/color I wanted, etc. We parted ways and he said he'd update me, and I expected I'd hear back in 1–2 hours. I heard back in 2 minutes with a photo of the sweater he'd found (last one!). I was so impressed and worked with him to do a price match to the .com price (it was ringing up as full price), which he and his manager were happy to do. He sent me a secure link to pay online (I like that—no reading a credit card number to somebody on the phone) and just like that, the item was in the mail for me and on the way. Kudos to Dwight for the kind, profesional, and personalized service. If I'm ever in this situation again—needing an item from the Prince Street store—I'll be very happy to...