Samantha M.

I had an awful experience with Ralph Lauren in January 2016. I bought a windbreaker jacket online as a gift. The jacket was not on sale, it cost approx. $250 AUD. Unfortunately we needed a smaller size, so I tried to go online through their 'contact us' page to clarify the exchange process. However, the 'submit' button on thier contact us page didn't work. Then I tried to look for a number to call, but they provide only a '1-800' # which you cannot call internationally!

So I find the companies email address on a form I had and email them my concerns about contacting them (as i was a bit concerned that all options to get in touch didn't work... not very professional!). They replied, quite quickly, and in their email they state:
"Ralph Lauren does not have an exchange policy, please return the item for a full refund and re-purchase the item". Although this is very disappointing. The clincher is, when you return the item they charge an 'international return fee' of $25 AUD! So basically I'm unfairly treated for purchasing online!

I email back and let them know i'm extremely disappointed about this, and question I why should pay an international fee for returning the item when I purchased the item in Australia?! I asked for my query to be escalated to a manager and for someone to give me a call... no one ever replied to my email. And as a clincher, they advise that if i have any questions i can call their '1-800' #. Grrr!

Can we just think about this for a sec... a top designer, high end prices, and an expectation of quality customer service... does not have an exchange policy, does not realise that international buyers cannot call a 1-800 #s, and penalises people for shopping online?!

And to top it all off, they end all their emails with the standard line "We look forward to providing you with the legendary service you have come to expect from RalphLauren.com.au" - AS IF, just make sure you have no issues!

I will never buy another Ralph Lauren product because of this experience and I caution all those who might want to buy a Ralph Lauren product online.