I want to start by saying my experience began on an extremely positive note. From the moment I walked 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. read more

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I am writing to formally report a deeply disappointing and frustrating shopping experience that occurred at the Polo Factory Store located at 100 Citadel Dr Suite 509, Los Angeles, CA 90040, on the evening of Saturday, October 25, 2025, at approximately 8:40 PM. The issue began at checkout when I attempted to use a valid coupon. The cashiers, Vallery and another colleague (who did not provide her name), informed me it could not be applied. I politely asked if they could verify the coupon barcode especially since I have the same coupon at Ontario Polo Factory Store without any issues. However, they refused to apply it without offering a clear or satisfactory explanation. Feeling dissatisfied with this interaction and the overall service, we decided to return items we had purchased from an earlier transaction that same day. The situation then escalated significantly. Upon presenting the receipt for the return, the cashier claimed she could not locate the purchase in the system and initially refused to process it. I calmly referenced that stores in California are generally required to accept returns within their posted period. It was only after I stated I would need to contact corporate about this refusal that she promptly located the transaction and processed the return. This reversal felt like a deliberate attempt to avoid honoring the store's return policy. Given the cashier's uncooperative behavior, we felt compelled to escalate the issue to a manager. We spoke with the assistant manager on duty, Brandon. Unfortunately, his intervention was even less helpful. He displayed a complete lack of customer service skills, was confrontational, and made no effort to de-escalate the situation or apologize for the profound inconvenience. His demeanor was unprofessional and unnecessarily aggressive, which made the interaction deeply uncomfortable. This entire experience was unacceptable and stands in stark contrast to the quality and standards associated with the Ralph Lauren brand. A Note to Fellow Shoppers: If you encounter a similar negative experience where you feel your concerns are not being addressed at the store level, I encourage you to take the following actions. While reviews on platforms like Google and Yelp are valuable, but are doing formal reports to the following entities ensure your voice is heard directly by corporate and regulatory bodies: Report it directly to Ralph Lauren Corporate via their customer service email at CustomerAssistance@ralphlauren.com. Detail the employee names, date, time, and specific issues you encountered. File a complaint with the Better Business Bureau (BBB) via their profile for Ralph Lauren: https://www.bbb.org/us/ny/new-york/profile/designer-apparel/ralph-lauren-0121-340 Submit a complaint to the California Attorney General's Office, which handles consumer complaints against businesses: https://oag.ca.gov/contact/consumer-complaint-against-business-or-company Spending a few minutes to file these formal reports creates a documented record. When multiple customers report the same employees or locations for unprofessional behavior, it becomes a pattern that management cannot ignore and is compelled to address. I trust that Ralph Lauren corporate will take appropriate action to address these significant customer service failures at the Los Angeles Citadel location. read more

Came in on a Sunday morning & had a great experience - thanks to Nathan for great service!! My girlfriend and I came by right after the outlets opened - wasn't packed, but definitely had plenty of people browsing. There was a shirt I was interested in on a mannequin, turned out it was the last one in store. Nathan helped us a TON - he talked to his manager to see if I could buy the display shirt, then wound up writing down the item code for us to order it from the warehouse. All in all he spent a bunch of time talking to us and was friendly and helpful the whole time. I wound up buying a beautiful great pair of distressed jeans. Original MSRP was $298 - I got them for $95 after a couple of coupon codes. Left feeling really positive about the beautiful, well-lit location (WAY better than the old single-floor corner location they used to have), the items in stock, and the staff. read more

I am not one to leave negative reviews. If I have a bad experience somewhere, I try to brush it off and keep going. However, I feel obligated to inform any future consumers (especially any poc specifically Asian women) about the behavior of employees from this store. My boyfriend and I recently visited this location. We were DEEPLY disturbed by what we witnessed and heard. An employee, I believe her name is Vanessa or Valerie, a name starting with a V. My boyfriend and I could overhear her ranting to a coworker about harmful stereotypes of people who were shopping. Comfortably and LOUDLY saying awful, racist things. I refuse to reiterate the disgusting things said. Considering the climate of the world today and this woman clearly being a poc herself, It's sad and disgusting to see the unprofessional behavior of people in this retail store, however, I'm not surprised. Clearly this is a norm for these employees considering how comfortable they were saying this stuff aloud. Mind you, loud enough for my boyfriend and I to hear while shopping. Shame! read more

I went in today to purchase my son and myself a sweater from the dodger collection and everyone who assisted with questions and sizes were super friendly. Especially Christian he went above and beyond with sizing recommendation and retrieving a new sweater from the back for me in my size. Unfortunately they did not have an XL any more so I decided to purchase a size large to see if it would fit my son since they were selling out fast. As I was waiting to pay for my items I noticed a gentleman (who was actually an employee) returning a large amount of dodger items so I asked the team member if there was a xl in his returns and she replied that she was not placing these items back on the floor as she had a waitlist of customers waiting to purchase. Which I found odd since online there was no such thing. I proceeded to make my purchase and asked the associate helping me with my transaction who the manager was as I wanted to ensure the correct information was provided to me and also asked if there was a wait list as I was interested in joining. She confirmed there was no waitlist and the team member who provided this false information was the store manager Andrea (I believe that was her name.) I also asked again downstairs if there was a waitlist and the associates confirmed that there is not. Now I don't know if the store manager was being lazy to bring the items back or if she wanted to keep them for herself since supplies were low. However her service was terrible and instead of lying to a customer she could have been more transparent. Managers like this do not belong in a customer facing role especially if they are hiding items for their own benefit whatever it might be. read more

Love the clothes but the employees aren't very friendly. From the time we walked in to the time we left we were spoken to once by one out of five (or 6) employees. And she only talked to us because we asked her to open the dressing room so I could try something on. Wound up buying a $250 dress & they still didn't blink in our direction. 3 stars out of 5 only because i like the outfits. read more

The level of service is unmatched. Thank you Miss Gwen and the woman at the fitting rooms for your assistance. They were so attentive and kind - making sure I had the sizes I needed and offered styling suggestions for the Oxford shirts and dresses I needed to replace in my wardrobe. Unfortunately the store had a ton of odd sizes so I couldn't replace all my shirts I'll have to order them online. Both ladies weren't salesy and were supportive, helping me identify my size and was able to purchase a few things in the meantime. I buy everything online and had forgotten the joy of shopping at the mall. Thank you for the reminder and the memorable experience read more

Staff were really helpful on Labor Day despite the overwhelming amount of customers. They ensured you had a good experience and were willing to help you out. I'm sure their service is even better when there aren't many customers around. read more

Was worst experience ever had. This store manager not given out her information. Used assistant manager to treated customer service. I made purchase on may 22, 2023. Used international credit card. Payment cleared but there system did not print out receipt. Ending up made me double pay using different card. Per their statement was payment did not go thru. It happen sometime due to system error But I'm not happy customer service was so terrible. When I spoke over the phone, please stop by store to solve this matter. After hour, I went to store. They made me wait there 20 minutes. Answer was contact my bank and dispute my transaction. It could be explain over the phone. Wasting time and ignoring me over my face . I was big fan of Ralph Lauren After this matter, not any more. Company need more spending management education. read more

Great new store with an awesome selection, but customer service is horrible which is really surprising for a Polo store. I prefer the smaller location because at least the customer service was what I would expect it to be at a Ralph Lauren Polo store. read more