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1.3 76 Reviews

Lululemon Athletica Complaints Summary

6 Resolved
70 Unresolved
Our verdict: If considering services from Lululemon Athletica with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Lululemon Athletica reviews & complaints 76

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12:55 am EDT
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Lululemon Athletica customer service

Evening. I attended your store in Richmond Centre on October 6, 2017, Friday evening around 7 pm. I had entered the store without any greetings and an enormous attitude from the girls on the floor.in particular, an Indian girl was flipping her ponytail and whipped right by me with a snit on her face. I have been to the other lulu lemons in the lower mainland such as Metrotown, Oakridge and downtown Vancouver and I have never been treated so poorly. As I walked out of the store, I walked passed two girls who were chit chatting with arms folded and not bothering to assist. While I understand hiring these young girls is a part of the operations, their immaturity and lack of respect is discerning and highly uncalled for. Although I live in Richmond, I prefer not to enter this specific Lululemon store. To add, I had heard from many of my friends and family that they experienced the same attitudes, however, I did not believe it until I experienced it myself. There needs to be some serious training / shadowing for your staff to repair the customer service skills that have spun out of control.

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3:14 am EDT

Lululemon Athletica discount for instructor

Although I teach grades k-8 fitness and nutrition all year round, I do not qualify for the instructor discount. I have BA, BS, Masters, and 6th year Degree, still not enough although my curriculum demands that I teach fitness. We participate in fitness Friday weekly and wear fitness attire to encourage our inner city underprivileged children. I think it's a shame! I've emailed customer service and two local stirs in Ct to no avail. I guess discount only applies to instructors who hold certificate whether they activity instruct or not!

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1:03 pm EDT
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Lululemon Athletica my daughter's leggings and her cropped leggings have hole in seam

I bought my daughter a pair of leggings from your company and there is now a hole on the inside of the leg where the seam is. I also bought her a pair of your cropped leggings and there is a hole in the back of the butt where the seam is. We paid a lot of money for these products and are disappointed in the quality. We are hoping that you will stand by your products and send us at no charge a new pair of each of these leggings. They were a size 2 and they were both black. I buy a lot of your products online and have done so for over the last 8 years or so and I have not had an issue until now. I have attached photos below and the first two are of her black leggings and the second two photos are her cropped leggings (3/4 length leggings that come down to just above her ankle) They are falling apart at the seams! I have a reference number from my order as well. Her leggings were purchased on Nov17/15 online with reference number [protected]. Please do not disappoint us and give us new pairs at no charge...we are very upset and unhappy!

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2:41 pm EDT
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Lululemon Athletica service complaint

I don't normally write about my customer service experience. However, I thought it was time I let Lululemon know that I am dissatisfied with their customer service in regards to my mail orders. For the pass 6 online orders I have not been receiving the cute lulu bags & then my packages have not been shipped in a plastic bag. The last order my tops were just in the shipping bag. As much as I spend for these garments I just want Lulu to ship my garments with better care. I am not buying a $10 shirt. I just feel like the shipping is getting worse & worse.

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12:55 pm EDT

Lululemon Athletica terrible customer service

Hello,

I had bought a couple items for my mother for mothers day but my mother wore the item once and there was pilling on the shirt right away. Because there aren't too many lululemon stores near my area, I revisited the eaton centre location on July 13th to discuss this issue.

I didn't have my receipt because I was told receipts were saved electronically. I had explained my situation to an employee as I walked in and she allowed me to do an exchange for anything in the store. She also mentioned that if the item I chose was less of a value than the item I had bought before, she would return the difference back to my original method of payment.

The shirt I had bought was $98 but I could not find anything that I thought my mother would like so I chose a $68 shirt instead. When I returned to the cash desk, I explained my situation again to the cashier. She was extremely rude and condescending. She did not let me finish my sentence and she told me that she would not return any money back to me, but she will issue a gift card. I explained to her that another employee told me a different story but she told me she could not do it for me. She was extremely unhelpful- I asked if she could find the method of payment in her electronic copy and she told me no. I tried to sift through my email to see if I could find the electronic copy and asked if she could recall when mothers day was and she looked straight at me and said "no I don't". I had to ask her again to pull out my electronic copy to see when I visited the store.

At the end, I was not going to fight over $30 for something I was getting my mother so I picked other things and paid more money. I would have gladly done so if 1) communication was clear between employees because I was told two different things 2) If she treated me with respect and kindly tried to help me resolve this issue.

I also work in retail and I know good customer service. Lululemon is a brand that strongly advertises amazing customer service but that is not what I experienced at eaton centre. The fact that I had to revisit the store because the quality of the top I bought was terrible was inconvenient for me to begin with. Instead of apologizing for the trip I had to make again and trying to help me, she was rude and treated me as somebody that was being sketchy and cheap. I did not appreciate this kind of treatment and I won't be shopping at lululemon for a long time because of that one employee.

I would like for the specific employee to be informed about the unpleasant experience that I had to experience at the store so that she is aware of her unprofessional customer service. I was at the store at about 8pm on July 13th.

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5:39 am EST

Lululemon Athletica terrible quality!! stay away!

I had the worst experience with Lululemon! I have purchased $300 worth items from them and everything was of a terrible quality and was not worth the money! I contacted their support service and they gave me a run around and said that I was just a liar and that they stand behind their products. Do not buy from this store! On their website items look a lot different from that they are in real life. I assure you this place is terrible and you will waste your money on garbage! They refused to accept my order back and I did not get a refund. Horrible!

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5:29 pm EDT
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Lululemon Athletica package was sent to the wrong address

I ordered items online in the amount of at least $300+ last June 25, 2016. I got the email confirmation June 26, 2016 that my items are on it's way. I tracked the package everyday to make sure that I will have it before we go on vacation. I received the package June 29, 2016 but the package was swapped with someone who lives in Massachusetts. I called customer service and Allie said that she can't help me with my missing items. I was instructed to either print the return label or a fedex guy will come to my home to pick up the wrong package. I said to her that I am not wasting another minute waiting for someone to pick up the package that Lululemon mistakenly sent to my home address. Allie from Lululemon Vancouver also said that I will have to call all the stores and ask them if they have the items I want and that I have to repurchase it. So I said to her I need to speak to a manager but she kept saying we have no manager here. Someone from our resolution team will call you back within 48 hours. I thought online shopping is suppose to be convenient but she said there is no guarantee until you receive the items you purchase. Wow I guess we all just have to shop at the stores if they cannot guarantee anything you buy online especially if you are going on vacation and you are planning to bring the items with you. Below is a screen shot of the email they sent me. As you can see they were not even apologetic. Please beware of online shopping with Lululemon. There are so many stores with better customer service and much better quality.

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3:51 am EDT

Lululemon Athletica seller ignores me and no idea where my order is

I bought yoga clothes and mat from the website www.lululemon.com. I paid about $400 for the order and postage, but the seller provided only useless confirmation email, which didn’t contain anything helpful. I sent several emails, but no response. After 20 days my order hasn’t been delivered. The seller continued to keep silence. Maybe someone has any idea how to track this seller and return money back, please contact me then or leave a comment. Thanks.

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12:48 pm EST

Lululemon Athletica I didn't receive anything from them

Purchased several items from Lululemon Outlet but soon received an email which suggested I have to resubmit my order because item I’ve purchased previously is out of stock. I ordered again but to my surprise they’ve charged me again. I decided to make things clear and asked them for the reason of this mess but nobody even wrote me back. Needless to say I didn't receive anything as well.

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4:58 am EDT

Lululemon Athletica don't pay through this.

Hello! I have bought shirts from Canadalululemonstore.ca website where transaction is processed by SSLBillpay. It’s a complete fraud. I have never got my goods. This is a fraud transaction company. Don’t pay through this.

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AlisonLeigh
, CA
Jun 07, 2013 9:29 am EDT

I also ordered from this site and unfortunately did not receive any goods. I have sent emails back and forth from them and after 2 weeks receive a reply with more excuses as to why the order cannot be shipped. DO NOT ORDER ANYTHING FROM THIS SITE. It cost me $168.00.

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tm17
Prince Albert, CA
Jun 05, 2013 12:50 pm EDT

I ordered a few items (total was $168.00) on the 16th and still have not received anything! They sent me a tracking number and the link to enter that number but the link wouldnt work. I also noticed on my credit card on the 21st that there was a random charge of $181.00 in Beijing! I am assuming if this is a fraud website that they are the ones who made the charge as that would be the only way someone would've gotten ahold of my visa number. DO NOT order from this website! It may look safe but you will not get a reply by email after they give you your tracking number and you will not receive your product!

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7:26 am EDT
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Lululemon Athletica won't stand behind their products

My wife bought a $100 jacket there in February. As she is shedding weight from a pregnancy, it was to get her through to the summer. Unfortunately, the zipper is defective and we only managed to get back to the store in March, after the 2 week exchange window (try going to a store with newborn twins at home). We wanted a replacement, or at least a reasonable level of service regarding a repair. Instead we got attitude from the clerk and a 4-8 week delivery on the repair. By the time we get it back, it will be warm and the jacket will have no purpose. After shopping there for years, we see the company's true behaviour (which have nothing to do with the principles they preach). Very sad. Very disappointing.

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Retailgoddess
, US
Aug 14, 2019 6:20 pm EDT

Between 2 grown people you couldn’t make it back into the store in a timely fashion? Might want to rethink this parenting thing.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:19 am EDT

I guess you expected her to magically sew a new zipper on it right there on the spot? If your wife is pregnant she probably stretched out the zipper from her huge stomach. Not their fault.

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3:06 am EST
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Lululemon Athletica horrible return policy/customer service/defective product

I bought a lululemon jacket that was pilled and frayed after one wash. When I tried to return it to the store, a refund was denied despite selling me a defective product that could not withstand one handwash. They still had the same jacket on the rack at full price when I attempted to return it. They kept referring back to their return policy that requires tags and a receipt. After much haggling, that this did not fall under the same category since their product was defective, I finally did get a refund. This was after complaints to the BBB, their corporate office, and the store manager. I agree that no one should support Lululemon. There are plenty of other places to get good quality workout clothing (that can withstand one wash) without all the hassle if there is a problem with the product. I know of two other people who have also had problems with their product pilling after one or two wears.

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AngelaSanJose
San Jose, US
Jun 03, 2016 8:34 am EDT
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Before Lululemon became a public company, they dedicated their business to pleasing their clients in making quality fitness clothing for their loyal customers. Their styles and quality of fabric qualified for the high price they charge for a pair of yoga / pilates pants. They created a 'dance' line that added just a little bit more style to the dull workout pants everyone else carries. The quality of their jackets made and fabric surpasses anything they have now in the store. I have pieces from their earlier lines that I treasure, when I visit their stores now I walk away empty handed because their 'fabric' is definitely different than what it was before but the prices are even more, not to mention their styles are dull and boring! They claim nothing has changed, but I have the items to prove it!

I will never purchased a piece of Lululemon's items because they have become mainstream for the bottom line. They are no longer living up to their hype. Do some research for other brands that are out there. There is plenty.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:12 am EDT

I have never had a problem and have been wearing lululemon for over five years. I take care of my clothes, and wear them to work out in, and they look great. Maybe your dog chewed it.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:11 am EDT

idiots

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2:51 pm EDT
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Lululemon Athletica return policy

I received a $140 jacket from Lululemon for my birthday from my mom. The jacket was too big. I tried to exhange it and they would not because it was past the exchange date policy. I will never shop at lululemon again. My family and I have spent thousands of dollars there... but I will never step foot in the door again. too bad they can't get their act together.

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Retailgoddess
, US
Aug 14, 2019 6:24 pm EDT

Whenever someone says they are a “good” customer, they usually aren’t. Let’s see those receipts of thousands of dollars spent there.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:13 am EDT

Lol it looks like they have their act together to me, judging by their stock prices and how packed with customers the stores are every time I go shopping! Maybe you should learn to read your receipts better? EVery store has a different policy.

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LGOV
Tomales, US
Jan 14, 2011 2:31 am EST

Fourteen days is not a reasonable time period. Athleta guarantees all their items regardless of time. I'll shop with them.

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Allan22
Dallas, US
Sep 30, 2010 2:52 pm EDT

abide by the rules / policy.

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11:48 am EDT

Lululemon Athletica terrible service

I have had one of the worst customer service experiences ever with Lululemon. I was given a gift card as a gift that was invalid when I tried to use it. It appears it had never been activated. The store where the card was purchased said it was an error but there was nothing they could do unless I could prove I purchased it. How often do you give someone a gift card and a receipt? NEVER! The store admitted if there had been money on it and it was used up it would show a certain message that was different from the invalid card message I was receiving. The store said this meant it had never been activated correctly and they said my best bet was to call customer service. The customer service rep was also able to look up the card and show it had never been activated but he couldn't just add money to it. A customer service rep and eventually a manager both said too bad there was nothing more they could do.

So Lululemon if you would like to make a donation to Lululemon and not receive anything in return go ahead an purchase a gift certificate.in the final email I received I was told they stand behind their employees and their decisions. Great, but a company that does not stand behind their customers is one I will never shop at again.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:16 am EDT

I have never had a problem with gift cards I have purchased or received from lululemon. They can't just hand you a free pair of pants just because your gift card isn't working. The people at the store can't know how much was on it, and their till or whatever won't balance if they just give you something for nothing. Any idiot knows that. Always save the receipt. I always save them when I buy gift cards because this has happened to me at other stores before. Fortunately i had a receipt to prove it later.

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2:55 pm EDT
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Lululemon Athletica cheap, dishonest money making strategy

I cannot beleive how low your company would go to rip people off. What does the horoscope have anything to do with it. Why couldnt you have been upfront about it instead of have fine prints at the bottom. Especially when horoscope has nothing to do with a chance to win a gift certificate. What an dishonest and low life way to get money from people.

I better not be charged for th $ 5.00 "joining fee". My cell number is 416 * *. I trust that I will be reimbursed for the crap that I had to go through to make this complaint and ruin my friday night.

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HayAndOats
Oshawa, CA
Mar 28, 2011 1:20 am EDT

this has nothing to do with lululemon? weirdo

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8:25 am EDT
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Lululemon Athletica bad return policy and customer service

I just wanted to share an experience with the Lululemon company. They make yoga-pilates-fitness apparel and I would encourage anyone who reads this to please pass it on and to not support this company because they do not support people that buy their products.

I received one of their jackets as a birthday gift and unfortunately, it was too small. So I took it in to the local Lululemon store and was told that they would not allow me to exchange the item for one that fit because it had been more than 2 weeks since the time of purchase. Disappointed, I left the store and headed home to call the corporate office with hopes that they would be more reasonable.

My experience with their corporate representative was even more frustrating. The guy I talked to actually admitted that he was comfortable knowing that someone had spent close to $100 on a jacket that I will never be able to use because it's too small.

Therefore, I'm just trying to spread the word that lululemon products will make TERRIBLE gifts unless you are 100% sure it will fit who you are buying it for.

The representative said he didn't think they were being unreasonable, but I disagree. Earlier in the day I had returned a paid of sandals to REI that I purchased in October and had no problems. Thank you REI! Another example of a company that knows the meaning of customer service is Patagonia. They not only support the environment by donating a percentage of their profits to environmental organizations, but they support their consumer by always being open to returns or exchanges until you are 100% happy with what you have.

What is the most surprising is how they claim to be a company that supports yoga principles, which would include compassion, and yet they did not offer me any such thing. Their stance was that was the policy and too bad that someone spent money on something I cannot use.

Lululemon is not the only place to get yoga-pilates-fitness clothes and I would just like to encourage everyone to support companies that support the customer... which means not shopping for or buying lululemon products.

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Connor Hamilton
, US
Dec 08, 2019 2:39 pm EST

Your store manager called Laura is an absolute disgrace to your brand. She is possibly the rudest person I've have EVER met. Won't be purchasing anything from that store ever again.

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ACal
, US
Sep 22, 2019 2:26 am EDT

My bra clasp became loosen and they told me that this isn't a manufactured defect but a trouble that I essentially cause. I also have pants that had stitching issues and the thread came out. The company is horrible. They refused to refund you a gift card or anything for defective items. Beware before purchasing items.

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Mishka Murphy
, CA
Jun 01, 2019 6:53 pm EDT

There was some very strange fading with my define jacket.
It is only washed in cold water & hung to dry.
I own 10 define jackets, tanks & pants.
I have never seen this before. It's also very obvious on the sleeve.
Thank you. Hope we can resolve this.

Terry Murphy

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Mishka Murphy
, CA
May 26, 2019 4:43 pm EDT

Was my e-mail received?

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Maggie Wilcox
, CA
Apr 16, 2019 9:03 pm EDT
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There is a hole in the back of the leggings I bought less then a month ago the girl at the store said it looks like a snag which I replied no it is not there's a hole in it she said there was nothing she could do I've bought many things there which are all expensive will not shop there anymore just want what I paid for with no holes!

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natural81
, US
Dec 30, 2018 8:31 pm EST

I tried to return a pair of $128 leggings I bought my daughter as a Christmas present. She wanted to exchange for a different pair. I made the mistake of trying to get my Christmas shopping done early, so my return was outside their 30-day return policy. The tag was still attached and I had original receipt. They offered me the sale price of the leggings of $69. I politely declined their offer of me giving them $60 and the leggings! They wouldn’t even give me store credit when we were purchasing other items. Their return policy needs an overhaul.

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Ronit Efroni
, US
Nov 13, 2018 9:17 pm EST

Lululemon marked by mistake 6 items bought instead of 1 causing the customs to go way up. I spent with them a few hours on line. They wouldnt refund me.
This is a good lesson for me and I would never order from them online again. This time I got lucky and lost only 150$
It could have easily been more

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Jill q
, US
Jul 31, 2016 3:47 pm EDT
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I'm now shopping at Athleta. Lululemon is a real
Lemon. After spending over $1800 this year alone, I was surprised at their miserable return policy that's not even any better than Walmart. I buy for a high end gym and when they refused my personal return or exchange of a brand new item with tags intact after missing the 2 week window by one day, I'm not bothering with bringing this up to any of their managers or their corporate office. This company must have become too corporate to care yet there are some real corporations that treat their customers to awesome return policies because it's good business. These clothes are marked up a lot and when customer service doesn't meet expectations, not a good recipe for success. I give them maybe 1-2 yrs before they go into bankruptcy.

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Jill q
, US
Jul 31, 2016 3:47 pm EDT
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I'm now shopping at Athletia. Lululemon is a real lemon. After spending over $1800 this year alone, I was surprised at their miserable return policy that's not even any better than Walmart. I buy for a high end gym and when they refused my personal return or exchange of a brand new item with tags intact after missing the 2 week window by one day, I'm not bothering with bringing this up to any of their managers or their corporate office. This company must have become too corporate to care yet there are some real corporations that treat their customers to awesome return policies because it's good business. These clothes are marked up a lot and when customer service doesn't meet expectations, not a good recipe for success. I give them maybe 1-2 yrs before they go into bankruptcy.

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Jill q
, US
Jul 31, 2016 3:42 pm EDT
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I'm now shopping at Athletica. Lululemon is a real
Lemon. After spending over $1800 this year alone, I was surprised at their miserable return policy that's not even any better than Walmart. I buy for a high end gym and when they refused my personal return or exchange of a brand new item with tags intact after missing the 2 week window by one day, I'm not bothering with bringing this up to any of their managers or their corporate office. This company must have become too corporate to care yet there are some real corporations that treat their customers to awesome return policies because it's good business. These clothes are marked up a lot and when customer service doesn't meet expectations, not a good recipe for success. I give them maybe 1-2 yrs before they go into bankruptcy.

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