Oct292009

No CommentsOnline shop review: Ralph Lauren

by Caty at 2:25 pm Posted in Reviews

Another series of my online shopping experiences begin here. All reviews written here are based on my personal experiences during the whole shopping process till I received my items. I am not in any case affiliate to any of the sites below. If you have your own shopping experience, feel free to drop a few lines of comments here.

The first one that I am going to review is Ralph Lauren. I have been a regular to this site since 2008. During the 1st year, everything from shipping to the quality of clothes were perfect. Shipping has always be fast and satisfactory. But things started to turn sour since the begining of this year.

I bought a tight skirt on Jan and when I received my item, there was dirt visible on it. So without hesitation, I hand washed it immediately. To my horror the black dye ran like mad under the running tap. The light yellow part of the skirt was stained with the black dye and as you can imagine, the whole skirt was in terrible condition. I didn’t even have a chance to wear it for once. I had taken a few pictures and sent them to the RL customer service. During that time I did receive a prompt and courtesy reply from them. The customer service requested the item to be sent back for inspection. After checking with my local post service provider, I realized the cost of sending back the item to US was expensive, even more expensive than I were to buy another piece of the skirt. I wrote back to explain the whole situation to RL. As a courtesy, a credit for the skirt have been issued back to me.

Well, at that time I just wondered why did such a big and reputable shop has such an under-sight on their part, to not run through a more thorough quality inspection. Nevertheless I continued to have faith in Ralph Lauren and still shop with them regularly after this incident.

So, things went fine for a few more purchases but the horror began on September. Sigh!

There was a sale on September and my best friend wanted to buy a few clothing from RL as well, we combined our order as one and I was the one who make the purchase. When the items finally reached us, all were in good condition except a white shirt which my friend ordered for her hubby. We had not yet opened it from the wrapping plastic bag, the bag itself was already being cut with a big hole as shown in pictures below.

Ralph Lauren torn shirt

Ralph Lauren torn shirt

What could I say? Am I always the unlucky one to receive such a bad quality which slipped out from a supposed to be tight quality controlled big shopping giant like Ralph Lauren? Also, we noticed that all the 3 pieces of clothes(those good one) have a “QA inspected” sticker on them(on the plastic wrapper) EXCEPT the defected shirt. Therefore this appears to me that somehow that defected piece got slip out from RL usual QC check and reached the unlucky me! Again, I sent in the photos to file a complaint to the RL customer service. But in this mail, I have indicated that we have no intention to send back the item due to the high shipping cost back and forth and we were deeply disappointed but rendered this to our bad luck.

This time, added to my disappointment, there was a 2-line reply 3 days after I have sent in the mail, like these:

CustomerAssistance@RalphLauren.com 1-888-475-7674
Visit us at www.RalphLauren.com

Can anyone imagine how would I feel at that moment? It was an indeed bad customer service, not only bad but rude! I guess we at least deserve a sincere apology from RL for sending out something which apparently did not pass the quality check. I wrote back and voiced out my disappointment with lines like these: “Although we do not expect anything from RalphLauren.com BUT we do expect an apology from RalphLauren.com to address such a negligence/lack of careful inspection on your side before the purchased items are being sent out to the customer . And may be an assurance of better quality inspection for any future order.
Since this appears to us that it might be some human-made mistake during your packing process, we decided to bite the bullet by not asking for an exchange as it will probably cost us a shipping price that is higher than the shirt itself. However we still sent in the complaint and hope that RalphLauren.com will make some clarification and apologize on this issue. Instead, what we received are just 2 lines of links without a human touch, “cold” and short.”

It was then after the above mail was sent, I received a reply with short apology from RL. These comes rather late to me. I was deeply disappointed.

Well, both my friend and I are not those picky type and we understand the risk of online shopping. Some minor flaws here and there are acceptable as long as the clothes are still wearable. However in both cases above, the skirt and the shirt were absolutely not wearable at all.

Conclusion: I have always be a loyal customer of Ralph Lauren as I truly like the design of their clothing but after these 2 separate incidents which indicate “emerging” poor quality inspection , I indeed lose some faith in RL. It is really a hard decision whether to continue shopping with them and at the same time have worry whenever I make a new purchase. Or am I the only unlucky soul out there? Sigh!

Next will write on Victoria Secret, stay tuned..

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