Ralph Lauren return problem

mugginsdogsbody

I finally got through after 10 minutes , starting at 9.00am , promised to email returns label within an hour. Fingers crossed !!!

hollydays

Here's the mse thread for raising issues
https://forums.moneysavingexpert.com/discussion/4868900

at some point previously there seemed to be a problem with mobile devices.

lyster101

I'm reposting my rant from the other thread here as well. The short story is that I also have no way to return my order. Ch1chenlady's word 'stalemate' flatters RL. I don't see it as a draw - it is their engineered cynicism that has caused this issue. And one that is unlawful.

My rant from the other thread:

I love MSE! Just google something mundane you are having an issue with, such as "Ralph Lauren returns" as well as "MSE" and you get a forum like this with lovely people who are experiencing the same incompetence as you are. Wonderful stuff.

So after taking over a week to arrive, from Meelan of all places, my clothes do not fit and I want to send the order back. BUT, I do not have the promised returns label, they do not answer the telephone, reply to emails or the webform (or even acknowledge them) and I cannot take them back to a store. A wholly perfectly cynical setup. Do I want a personal shopper? No I do not. Give me a process whereby I can get my lawfully-entitled refund and stop being shoddy.

So did they intend to hide in a bunker for a week until I no longer can return these items? My understanding of the distance selling regulations gets a bit fuzzy about evasive vendors and whether this protection evaporates at 00.01 on the 8th day...

I will give the procedure suggested above one go to circumvent the awfully short and clunky hold music and failing that call my credit card company who might have more patience (and dialogue) than I.

Thanks everyone. I hope that you get your money back soon. For me, I'll not buy another thing from this company. They are operating like cowboys. And their clothes rrp at how much?

frugal_mike

The Distance Selling Regulations always give more than 8 days to cancel. You get a minimum of 7 working days starting the day after delivery.

If the company are evasive the DSR's still apply too. If you notify them of your cancellation in a compliant way they have 30 days to refund you. If they won't tell you were to send the return too that doesn't change anything. The consumer is never obligated to send the item back themselves. The seller has 21 days after cancellation to arrange collection of the goods, after which the consumers obligation to take care of the goods ends.

Obviously if the seller is avoiding communication they probably won't refund so court action would be required. If the consumer followed the DSR's properly then the seller wouldn't have a defence.

Also consider a Section 75 claim if it was a qualifying credit card purchase (the item must cost more than £100 for that).

Ch1ckenlady

Just to advise, Ralph Lauren have responded to my request to return the item.

They emailed me the UPS return label yesterday. I'm not sure which email they've responded to so I can't update on the time it's taken but thankfully all sorted and UPS were able to collect yesterday also.

Thanks to all for your advice.

maddie67

Im having the exact same problems as everyone else here - its really not good enough from a company like RL. I have sent numerous emails over the last few days because the phone is just ridiculous!

This afternoon, in sheer frustration I have sent them 8 emails from my hotmail account, one after the other, in the hope that it catches their attention! Ive also posted on facebook but that was a waste of time too!

blaze591

I'm also having the same issues. I've tried their customer services three or four times now, with no answer whatsoever. I note that they are now asking people to send an email with the words "Returns Instructions" in the subject line. As they have not replied to my last 4 emails I somehow doubt that they will answer this one. I have sent them the obligatory email cancelling the order, so I guess we'll see how this shapes up.

Shilpa12_2

Hi
I've been trying to get hold of RL customer assistance for 2 weeks now! The first time I was on hold for 1 hour then got cut off! I'm sure you can feel my frustration. I've also sent many emails, I basically have returned 2 items on the same day, sent back as packaged they have signed for both and only refunded for one!
Yet in the one response I have had in 2 weeks, I was told I had been refunded for the item I already knew I had! Showing they did not read my email at all. Is it so hard to understand?
With the cost of RL items I'm not letting this slide, but at the end if my tether and don't know where to go next. Any help a
Would be appreciated!

lyster101

Just for completeness, I've now had a refund from RL following the plethora of emails I sent them and my attempted calls that were ignored. I eventually got a return label via email and took the parcel to a local post office. A few days later I received confirmation of the refund and an amended invoice. I do not need to proceed with my credit card company.

I maintain that I'll not use them again. A unnecessarily painful experience I don't want to repeat, thank you.