I want to start by saying my experience began on an extremely positive note. From the moment I…read morewalked in, the store felt clean, organized, and welcoming; the exact atmosphere you expect from a brand of this caliber.
I was in a rush on my last night in town and needed to grab a few items quickly. I usually shop at the Beverly Center location, but chose this store for convenience since it had a fast charger for my CyberBeast. I came in specifically for boxer briefs, turtlenecks, and a sweater, as I've consistently enjoyed the quality of Ralph Lauren products.
After briefly looking around, I asked an associate where the briefs were and was pointed in the right direction. That's when my experience elevated.
I was assisted by Victor, who was exceptional. He was professional, knowledgeable, and genuinely customer-focused. He did not just point me to products; he engaged, educated, and enhanced the experience. He recommended the 4D-Flex boxer briefs, explaining the comfort and value compared to the standard cotton ones I usually buy (~$55). For a small price difference, his recommendation felt thoughtful, not pushy.
I initially hesitated due to the bold branding, but his confidence made me open to trying something new. That level of trust-building is rare.
When we could not find a third item in my size, Victor immediately checked back stock without hesitation, and another associate quickly brought it out. Seamless teamwork, exactly what great service should look like.
Victor also went above and beyond by helping me save money. He suggested signing up for promotions, and when I checked my email, I realized I already had a 25% code. He encouraged me to use that instead of the 10% offer, showing he genuinely cared about value, not just the sale. That level of integrity deserves recognition.
Unfortunately, this is where the experience took a sharp turn.
At checkout, there was no clear cashier flow. Customers, including myself, were confused about where to go. This created unnecessary friction.
Eventually, Jonathan assisted me. Before even attempting to scan my valid 25% code, he immediately dismissed it, stating it would not work because it was for a "full-price store." I explained that I had just been advised otherwise by another associate, but instead of acknowledging the miscommunication or trying to help, he repeatedly told me to go to another store or order online.
What made it worse was his comment: "I can call my manager, but she's going to say the same thing." That was dismissive and unnecessary. I was not asking for a prediction, I was asking for a solution.
After realizing there was a significant price difference ($132 online vs. $200 in-store), I asked for a manager.
After waiting about 5-6 minutes, Andrea arrived. Unfortunately, the situation worsened. Before I could explain, she immediately stated the code could not be used. There was no effort to listen, understand, or acknowledge the expectation set by her own team.
As a current VP of Operations for a major brand, I can confidently say great service starts with listening first. You gather context, then resolve in a way that preserves the relationship. That did not happen here.
Instead, I was met with resistance, no empathy, and no attempt to bridge the gap between what I was told and what was enforced. No alternative solution, no courtesy adjustment, and no ownership of the miscommunication.
This is exactly the type of experience that drives customers away from in-store shopping.
I came in for a quick, smooth experience while charging my Tesla; not to deal with confusion and poor management handling.
Victor is the standout here and represents exactly what this brand should be. His professionalism, product knowledge, and integrity are the reason I would consider returning, and why I completed the purchase.
Unfortunately, the handling by Jonathan and Andrea left a lasting negative impression. The lack of communication, dismissive tone, and unwillingness to resolve the issue turned a great experience into a frustrating one. Every customer should be treated with respect, regardless of appearance; you treat them like a guest in your home.
This is my first 1-star review, which shows how strongly I feel. If not for Victor, it would have been zero.
I hope this feedback is taken seriously. There is a strong foundation here, but leadership and customer handling need significant improvement.
Please do better.
