Ralph Lauren return problem

Ch1ckenlady

Hi all
Using a 40% off code, obtained through MSE, I placed and received an order from Ralph Lauren. Brilliant saving but I think I am reaching a loss situation in the calls I am making in trying to return one of the items!

Their site states return the parcel using the slip in the box and booking with UPS. There is no slip enclosed. The site also says get a duplicate slip by logging into the account and printing off a duplicate. I didn't open an account - it was a one off order.

I have called several times. I gave up (again) at 30 mins. I have emailed several times but no response.

I understand they have a facebook page but I don't do facebook.

Any suggestions?

Thanks

Fosterdog

You did create an account, you have to create one to buy anything, even a one off order. I just tried to go through to the checkout and I had to sign up before I could get to the payment stage.

When did you receive the items and when did you email them?

Ch1ckenlady

Thanks for your reply.

I have to admit, I thought the same (re the account) but I tried logging on and their system didn't recognise me. I even tried a password refresh with the same message.

I received the items last Monday 20th and emailed them Tuesday 21st via their website customer contact page (so I don't have a copy). I didn't receive an automated response which is often generated. I re-emailed them yesterday via my email, so have a copy this time. Again, no automated response.

Ch1ckenlady

Update - I have tried again to log in, to no avail. It simply didn't recognise me (and yes I am using the right email). So I thought I'd set up a new account on the basis that if their system already had me on file, it would say I had an account already. It didn't so I now have a new account. However, as there is no order showing, I can't access the area to print off a duplicate return document. So I'm at stalemate.

rfair

I am having exactly the same problem. Want to retrun some clothes. No return label in delivery. No replies to 3 emails and if i call them im on hold for 10-15mins then give up. I have just written a letter to their contact address which is in Switzerland!. Dont know what else to do. I did pay by credit card so will call my credit card co. next!!

frugal_mike

Assuming that the Sale was under the jurisdiction of the Distance Selling Regulations then technically you have done all you need to to cancel the order (assuming the email you sent them said which order you were cancelling).

They have 30 days from the day you cancelled to refund you, and 21 days from the day you cancelled to arrange collection of the items.

However whether or not they will follow the law is another question entirely...

hollydays

As the code was given via mse-could you flag this up with them.
It's really not good enough, and not what you would expect from RL

mugginsdogsbody

I have placed a number of orders with RL , the first 2 had the correct paperwork for returns however the following orders did not , my sister also took advantage of the 40% code , no returns paperwork with her order . We have sent numerous emails without reply . Tried to telephone them yesterday - had to give up after a 20 minute hold . Will be more determined today and will start telephoning at 09:00 !!!

hollydays

I wonder if there is some problem with their server.
When you click on their press link it says that email isn't available
Why not ot try enquiring if there is a problem , with the us site

StarCrossd

I have exactly the same problem and I've sent them 2 emails to no reply.
I sat on the phone yesterday for an hour at lunchtime and then half hour when I got home with no one picking up the phone (I now officially hate the 'Look of Love').

However, this morning after calling at 9am exactly I managed to get through (still had to wait 10mins) and spoke to someone. They said that if you used the 40% off discount code, one of the Ts&Cs was no refunds and no exchanges, which is why there was no paperwork in the box.

Just before I was about to point out the Distance Selling Regulations, he said that this was now changed and they would be offering refunds but no exchanges. He claimed he was going to send the UPS label/paperwork to my email address - but as of yet I haven't received anything.

I feel another phone call tomorrow morning coming on....:mad:

UPDATE: Returns label has turned up finally.

Kitty_Wren

If you want to get through to someone QUICKLY, don't choose option 2 (help with an order already made/returns), choose option 3 ("Help with placing an order"). They will pick up to people who they think want to place an order with them! That's what I did yesterday and got through to someone in 7mins.