Lululemon Athletica
Reviews and Complaints

My husband bought me $1,200.00 worth of clothes from your store for Christmas, as thrilled as I was to receive these items, some did not fit. I had previously purchased a $350 coat the week before, and had kept that receipt instead of his receipt for the clothes he got me. They refused to let me exchange FOR THE RIGHT SIZE, with no receipt, because “we don’t know if they came from here and it’s going to mess up our inventory” even though I pulled up my bank statement which showed their exact store, address included. I’m tempted to return the coat and never shop there again. My husband and I spend thousands of dollars with this company. What’s a disgusting shame.

10/5/2022

Today’s Lululemon Fiasco

After the previous bad encounters at the Boca Raton Lululemon, I tried to get my wife to stop buying from them. In fact, my wife, a 62-year-old petite woman was deemed a safety hazard to the Boca Raton store. However, they said it was ok if she shopped in their other locations. Guess she isn’t a hazard to them. Go figure.

The products are overpriced and much of their goods are made from polyester, a petroleum-based product. Their marketing team must be great and persuasive to get the vegan, environmental loving public to buy their clothes that are made from petroleum.

On another front, how many skin cancer protective products do they have? As a melanoma survivor, I think that this is a market that they are missing or don’t care about.

So, my wife has been to other Lululemon stores in West Palm Beach, North Palm Beach, Ft Lauderdale, Cincinnati and Orlando since she was banned from the Boca location, and they all treated her extremely well and seemed to like her. Is it her or the Boca location? The manager from Cincinnati gave my wife her card and told her to call if she needed anything.

She was looking for these pants called Add Flare Crop with slits. They were released recently and have been selling out of most of the colors. My wife ordered some but not in the colors she really wanted. The other day, at the West Palm Beach location, they helped her look online and she ordered the ones she wanted, Meanwhile, 4 pair in “merlot” and “plum” arrived at my doorstep. With the other ones on the way, I thought I would return these to our local Boca store. We could only return 3 pair, since my wife was wearing the forth.

I walked into the store and approached the register area where one person was ringing up a customer and the other one was looking at her cell phone. She put the phone down and said she would assist me. I gave her the pants that were in the plastic bags they were packed in. She ripped the bags open and scanned the QR code on the tag. According to her, it said the pants were purchased on 7/7. I don’t believe these pants had been released to the public that long ago. I know they were just delivered the other day. She asked if I had the receipt or order number. The information was on my wife’s phone. The Associate said she could give me a gift card. I hesitantly said OK. Then she said the system would not let her do it. I asked to speak to a manager, and she said she was the manager, named Shawn (not sure of the spelling). Seems like these stores have a lot of managers. Anyway, she would not help me, the customer in any way, blaming the company’s rules. She took no responsibility. Some leader!

So, I left the store, angry that they had screwed us over once again. I met up with my wife who showed me the order number on her email from the company. It said the pants were purchased on 9/22/2022. Today is 10/5/2022. How did she get July? Was the QR code wrong or was she lying because she saw on the cash register computer that my wife was exiled from that store?

I walked back to the store and found Shawn near the front of the store ready to leave. I showed her my wife’s phone email with the order number and purchase date. She refused to help us. She told us that we would have to drive to another store. Nice way to treat someone who spends thousands of dollars on your clothing. I kept asking how she can deny what she was seeing in the email. I begged her to do the right thing. She kept refusing, saying that I was not allowed in the store. I made it clear that the nasty letter that Lululemon sent was specifically sent to my wife and not me. She said our behavior was the issue. My wife had an issue. I never had any altercation with them. I tried to get something purchased and they ordered the wrong size and then tried to return it. I was never singled out. I said my wife had gotten mad because they screwed up her order, order. Shawn said she was there. I have never seen Shawn before today. I was there that day, was she? I don’t know but somehow, I doubt it. If she was there, she avoided the conflict, just like a good manager should…not.

Now Shawn, the manager, said I was not allowed in the store. I started asking who her supervisor was. I asked again and again. She wouldn’t tell me but finally, she said she would refund the price of the pants if I promised not to come into the Boca Raton store again. Why wouldn’t she tell me her supervisor’s name? What was she scared of? Me, not coming to that store. That is not an issue, I hate that store and want to see it closed. However, if my wife has something to return…

She refunded my money, which earlier, she had said was not possible to do. Is lying to the customer part of Manager Training 101?

I am now home venting in this letter. It is hard to find good service today and I understand that customers are not always easy to deal with. What ever happened to management as shown in books like In Search of Excellence? Do you really want to run your customers away? People like a good product, they also like fancy BS labels. But whether you are Lululemon, Louis Vuitton, Walmart or McDonald’s, how you treat your customer will affect your bottom line.

My first time shopping at the store, when to the cash register and waited a while before being helped. There was only one cashier on a Saturday, second the main reason for this complaint, the Educator was unenthusiastic. I spent $166.00 and was not asked to be enrolled for the membership points card. She immediately stormed off. I stood there waiting to ask another Educator why I was not enrolled. She kindly enrolled me but have no record of the purchase I made. I have attached my receipt.

Your store was very unwelcoming, there needs to be improvement with your customer service. It left rather a poor experience shooting there.

Good afternoon, I was extremely excited about owing some of clothing. For my birthday my daughters got a pair a leggings and the matching jacket. I don’t wear this items often only special occasions, I noticed that the jacket formed lint (that is the best to describe it) around the inside of back collar area, it looks horrible and it is getting worse. I don’t know if this a common defect but I thought that for the amount of money that this jacket cost this should not happen. I wash the jacket as instructed and always I let it air dry in a hanger. I will send pictures to be more specific. Thank you and be waiting for a response. María

My email is [protected]@me.com

I have never owned a pair of lululemon leggings till about five months ago. I absolutely loved them at first but only after two wear they started to pill. And I explained my situation to an employee at the Jordan Creek location.
When I went in to see if I could get them exchanged I felt a very hostile attitude right as I started talking. As I was talking with one lady an older came over and started budging in and acting like the reason for the pants pilling was my fault but I hadn't done anything. I was being polite as possible seeing if there was anything they could do, since it was my first ever pair. She asked me what I wear them with and how I washed them and I told her I wore them not even 4 times before they started to pill and washed them according to the directions I was given when I had purchased them. They both continued to speak over each other and not listen to my story and just stated it was my fault for the way they were pilling. She asked for my receipt to see how long ago it was and I said almost three months. Showed her the receipt and she just said "yeah there's nothing we can do about it it's been three months and it seems as if you just are wearing them down when you wear them" and then walked away. I was not very happy with this interaction what so ever because she also stated that the align leggings "aren't the best quality" so they pill fast. I asked her why that isn't stated when purchasing and she had nothing to say. I am just hoping that there's something that can be done because the way I was treated did feel equal to the ways others are.
I had heard from many people that you can take in your leggings if there is something wrong with them and someone said they took almost a year old leggings and got them replaced. But I was treated like this when asking after three months. I feel like the policy for this should be clear and not pick or choose based on an employees beliefs.

Refund required on gift card order number; CNDU3XMHXF, Amount $75 bought on November 8, purchased by Lesley Colburt [protected]@outlook.com for Julie Black
[protected]@gmail.com which she did not receive even though I got an email saying it had been sent. So now apparently this email won't get noticed as its not long enough! Has to be 350 words long to get attention?
What sort of a company is this?
Your customer service is appalling and I am so disappointed I even considered using you to sent a gift voucher, big mistake! Clearly your customers don't matter going on all the complaints I have since read, just wished I had of read them before losing my money with you.

Hi! I am a yoga instructor that uses the lululemon yoga mat every other day in class. I have used the yoga mat for a year, and it is now falling apart. I have the reversible mat and use both sides depending on my needs. The mat is now falling apart- It crumbles and is deteriorating in the areas where my hands and feet go. I have several other brands of mats, and this outcome for a may is not something any other yoga mats (both cheap and expensive) have done in my experience.
I need to know why this happened and how Lululemon with fix this issue. Yoga mats are not supposed to deteriorate after a short time- on the contrary- they are built to last .

September 5
I went into the store with my daughters pants and asking them to repair 4 pairs of lululemon Aline that had rips on the seams. They stated that they do not repair any more as it costs to much money. I find this very dishearting as our family spends thousands of dollars in that store a year. I can justify spending the exorbitant amount of money knowing that my product can be repaired for the high cost.

I received my order on April 5th and sent it back on the 9th of April and my receipts and talking to the agent showed it was received in the warehouse on April 16th.

I spent over an hour on the phone near the beginning of May at which time they we
lululemon usa inc.
- negative $38.00

Payment
re suppose to issue me a credit to my Pay Pal account of which nothing has been done.
Tanya OBrien [protected]@gci.net
I dont have the merchandise or my money

lululemon usa inc.
- negative $38.00
Apr 4

I called their number [protected] and also texted.. They said they found the return and would give me a credit back. I tried calling again 3 times and they disconnected me all three time.

I have tried reaching out to the Lulu here in Vancouver B.C., but all I have had is the runaround. I am very disappointed with the costumer service. I have purchased two pairs of align pants and the waist bands have stretched out. It seems that no one can do anything to help me out. We as a family of 4make numerous purchases at Lululemon stores. I would appreciate some assistance, thank you. My name is Jane Yarama my email is [protected]@gmail.com my phone number is [protected].

My order, c16570329359 was for a white jacket. This was supposed to be a "final sale". I called the company immediately to advise of their error and was on hold for over 50 minutes. I was then disconnected. I then tried to chat with an "educator" and was told to wait over an hour since I was #167 in queue. I waiting for over an hour, and spoke with loveleen for 2 sentences and then was disconnected again! I immediately received an email from lululemon asking about my experience and to rate loveleen. Are you kidding? 2 hours of disconnection and
Receipt of a wrong item? I am very upset. I had used a gift card purchased for me by my son and this was supposed to be a treat since your clothes are so expensive. Your company obviously needs better education. Actually, calling yourselves educators is snooty and condescending. Just be honest and call yourselves what you are — customer unservice. I am so upset with the way I have been treated I will never purchase another item from your company again. I have bought lululemon clothing as gifts for several years but no more. Maria stiso, [protected]@aol.com

It has been impossible trying to reach out to lululemon as both the leggings I have only worn roughly 10 times have completely stretched out at the ankle, like it is not tight at all anymore. I got them both as a gift but I do take very good care of them & wash them correctly as well as dry them correctly. It is impossible to reach out for help about this item. I have spent 1-2 hours a day waiting for their gec live chat to set me up with someone to ask for help, and still nothing, I sent an email as well and it said it would get back to me in 48 hours, and that was days ago! It is impossible to receive any form of help. Not to mention for the expense of the leggings, I love the brand and the fit of the clothes but these two items i'm having trouble with, as well as the service.

On 2/28/20 I was issued an E gift card as a replacement for a pair of Fast & free 25" leggings whose stitching had come undone. Upon receiving an email from Lulu with a $104 e-gift card I registered both the number and pin on my online Lululemon account. Several days later when I went to redeem it showed as invalid. Upon calling GEC I was told that card was redeemed 6 hours away in San Jose, CA (I live in Los Angeles). I was told I was out of luck as e-cards are considered cash. I asked to have the issue escalated (Incident: [protected]), and the resolution team emailed me back stating I had no recourse other than to file a police report with my local police department.
I happened to have a physical gift card in my possession, and on the back of the card it clearly states:
"lululemon can't be responsible for lost, stolen or misused cards but---great news---your balance is protected from loss if you register the card with us on your lululemon.com account".
So I did the right thing by registering the card, lululemon should not have allowed someone else to redeem the card, and yet I'm out the balance of the gift card. Did I miss something here? All I want is either my original leggings back that I returned to them, a replacement pair of leggings (Fast & Free 25"), or a gift card mailed (but not emailed) to me.
I have included three attachments - the original email allowing the return of faulty leggings, the e-gift card issued, and the incident follow up report I received.
Thank you for your assistance.
Pamela

I ordered a handful of items. When the package came one if the items was not in the package. So I messaged them and they apologized and said it was a split shipment and my other item was enroute. Three weeks later I still don't have the item. I notified them via their online chat and simply asked for a refund. They said they had to start an investigation with fedex (who clearly shows I have not received the item) and it will take 4 business days. They have been incredibly unhelpful and downright rude. I don't want to wait any longer for the item, their investigation policy does nothing for the consumer and they are unwilling to offer any other solutions.

I returned my 4 month old Wunderunders that had a hole in them and received an e gift card for the cost of the pants. That was fine. Then I went to complete my new order on the website and after 20 minutes of trying, I finally had to start a live chat because the website wouldn't take my mailing address. The agent on the chat spent a good 30 minutes trying to figure it out. Then to try to apply the e gift card - that took another 30 minutes because the PIN was "too short", but it was the exact PIN on the e gift card. Because of the inconvenience they gave me free priority shipping, they placed the order and said it would take 2 business days to prep the item and I would get an email saying it was shipped. The email never came and, trust me, I checked my Junk mail too.

5 business days later I called customer service and they asked why I didnt respond to their email. I didnt get an email at all...apparently just as the agent put my order through the item went out of stock and you sent me an email asking what I wanted to do.

So the lady on the phone said I would need to wait until the following Tuesday and place the order AGAIN. So I had to go through all of that AGAIN and didnt get priority shipping.

Needless to say, I'm NOT impressed with lululemon and will not be purchasing again. The quality of the pants I originally had were crap, even though I loved them, and even though your agents are friendly and helpful your business just plain sucks. Your website isnt user friendly, I wasted WAY too much time trying to place an order that I then wasnt even aware went through. Good thing I ended up calling customer service or I'd still be waiting for my order!

How would I rate lululemon out of a 10? Probably a 2.