Polo Ralph Lauren Factory Store — Local services in Severn

I don’t write reviews often but I had to take a minute to write this one about my recent experience at the Polo store at Arundel Mills. My experiences there are usually nothing to write or complain about, but today’s experience with the sales associate Laiza had to be shared. Remember the name Laiza when shopping here because was the absolute best. I engaged Liaza to ask if an item was on sale and she exploded with incredible customer service. What I mean is that Liaza not only took the item to the register to see if it was on sale (which it was) but she then asked if I received their texts or emails and then instructed me to take out my phone. She told me to type in 89448 which popped up recent text discount offers that I wasn’t aware I even had. Liaza just helped me to earn an additional 25% off already discounted goods. Liaza then reminded of my savings amount and stated, “these great discounts leave room for more shopping “ which is exactly what I did. There was a hoodie that I liked but I couldn’t find it in my size and who was there to check their system to see if they had my size? Yes, it was Liaza. At first she didn’t see it in the back of the store, but she didn’t give up. Liaza checked the system again and took one of the hoodies with her only to find my size and that it too was on sale. It didn’t stop there because Liaza asked if I was in the military and then ensure I got an additional 10% of of the already discounted items and my 25% coupon that she helped me find on my phone. I share all of this because we SHOULD share more of the positives that happen in our lives, and because Liaza was utterly amazing in her service delivery in a country and time where politeness appears to be lost with customer service jobs. Thank you , Liaza for making my Sunday outing one to remember. Your commitment to quality service reminded me of why I shop Polo Ralph...

My partner and I entered the Atlantic City, NJ location today, and we were met with an employee who explained that no food or drink was allowed inside the store. We both had small covered drinks from Starbucks in our hands.

We respected the alleged rule and quickly walked out. We found this experience interesting as we shop at this and other RL Factory stores all the time. Never once have we been denied entry due to our Starbucks. It was also odd because we had brought these drinks into countless other stores (Coach, Brooks Brothers…) and no one denied us entry.

If this is going to be a rule throughout all your locations, perhaps a well displayed sign would be helpful? I would also train staff to offer alternatives, as this particular employees customer service lacked a response to invite us to stay. Maybe something along the lines of- “we’ll gladly hold your drinks at the register while you shop”, “if you’re almost done, I’d be happy to dispose of them so you can shop”, “We’d be happy to have you back once your drinks are complete, as we are having a sale!, etc. His response was short and rather curt- “sorry.- thank you”

When I worked in high end retail, I learned that for every “no” there should be an alternative offered to the client. This ends all interactions on a high note and encourages a sale.

We’ll definitely think twice next time prior to stopping in. It’s less about the drinks and more a feeling of the overall...

I’m a native NY’er that has been wearing Polo since a child. I’ve been to a ton of Ralph Lauren stores and outlets.However, my last two visits to Arundel, I was highly disgusted with the cashier. Ironically, I had the same cashier twice, last Saturday 10/28/23 and yesterday 11/3/23. It was a young blond, white, with a bun who kept asking for tips. I was with my daughter the first time (buying) and yesterday (returning & buying) with my husband and daughter. I made very large purchases both visits and I guess she thought I was the scarecrow from Oz too. We were very angry that she asked multiple times for tips both visits, “if you use your coupon, I don’t mind taking a tip” and “you know I take tips” over and over again. I have never in my life been asked for a tip at any Polo store, let alone having a cashier begging for tips. I checked her both times, and I will be writing corporate and making sure this does not happen ever again. Hope someone else lets Polo know about this young lady because she is not being...