Ralph Lauren: Luxury Shopping

This is not the first time I have noticed a serious decline in the quality of Ralph Lauren’s customer service. I was not asking for charity or a special favor. I was simply asking Khadija to honor the 30% off coupon code that Ralph Lauren sent to me via email. Khadija categorically denied that the coupon existed, claiming that it was only valid for Polo Ralph Lauren Factory Stores and not Ralph Lauren retail stores. I explained to her that she was mistaken and assured her that the 30% coupon did, in fact, exist. I even offered to send her a copy of the email and the coupon code as proof, but she refused to review it. Instead, she offered me a 15% discount. I declined her offer because I was not trying to negotiate or “make a deal.” I was simply asking Ralph Lauren to honor the promotion that your company sent me. The email I received from Ralph Lauren included the coupon code and did not display any visible expiration date. After spending approximately 45 minutes shopping, I attempted to apply the coupon during checkout, only to discover that it would not work. When I contacted customer service, Khadija insisted that the coupon was intended only for Factory Stores and refused to even look at the email or the coupon I offered to provide. Between shopping and trying to resolve this issue with your customer service team, I spent approximately 82 minutes. That is completely unacceptable for a premium retailer like Ralph Lauren. To make matters worse, it took an excessive amount of time for Khadija to respond to my simple questions. I made it clear that I was not interested in accepting an alternative offer because this was a matter of principle. The issue was not about receiving a different discount—it was about Ralph Lauren honoring the offer that your company sent me. I should not have to negotiate to receive the promotion that was originally offered. Unfortunately, this experience has convinced me to stop shopping with Ralph Lauren. There always seems to be some complication with my orders, and I simply do not have the time or patience to repeatedly chase down customer service to correct mistakes that were not of my making. I expect significantly better service from a company with Ralph Lauren’s reputation. For the overwhelming top prices that we have been paying to RL Polo ; I think Customer Service should be top notch and compatible to the overpricing policy RL Polo has been implementing for years!!! I’m truly disappointed that RL Polo is loosing its reputation in the market for the quality of the garments as well as the superior customer service that we’re accustomed to!!! Enough is Enough…There are plenty of designers who are willing to offer top notch customer service as well as a great quality products!!!!!

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