I've had three horrible experiences with the BH store. The third one broke the camel's back -- I don't bother with RL any more (and I was a big fan of their MTM).
The first time was about two years ago. I ordered two suits during the fall trunk show, and selected my preferred jacket style (single/peaks). About six weeks later I received a call telling me that one of the fabrics was no longer available. I was further advised that the ticket pocket customarily affixed to their single/peak suits could not be eliminated (I happen not to like ticket pockets, and had been told I could leave it off). So, here I am three weeks from my scheduled delivery date being told that one of the fabrics is unavailable and that I can't have the jacket of my choosing. In other words, its not really MTM because I can't get what I want, only what they have. Needless to say, I bowed out and wrote a letter of complaint.
Nevertheless, I went back for the spring trunk show and ordered a three button single breasted navy bead stripe w/vest. What was delivered was a charcoal, not navy, suit. Even my salesman was embarassed and told me they this was not the first time he had seen swatches and color codes get mixed up. I passed on that one as well.
Finally, I went back last fall and ordered a brown and blue cashmere glenplaid. I was told that because this was a PL garment, it would be made in England and I could elect the single/peak w/out a ticket pocket. Guess how it arrived? -- with a ticket pocket!! Because the fabric is so beautiful, I took the suit, but made it clear that I wouldn't be back and to date I haven't darkened the door of another Ralph Lauren store. That was in February.
I still like their fabric selection. But, just can't bear the continual disappointment or inflexibility.