Athleta Customer Service Issues

I've been a loyal Athleta customer for years and have always appreciated the quality of products and customer service. Recently, I recommended your polartec tights to my sister, who spent hours on your website trying to find the perfect pair in size L and black color. Unfortunately, when her package arrived, it contained an XS grey t-shirt from Gap instead of the tights she ordered. Despite contacting customer service, she was only offered a refund and a return label with no effort to rectify the situation or provide updates on restocking. This experience has left me disappointed in the lack of customer care displayed. It has made me reconsider future purchases and referrals to Athleta.

I want to share my recent experience at Athleta regarding gift cards purchased for my twin daughters' birthdays. My mother-in-law got them each a $[redacted].00 gift card. Unfortunately, when I attempted to use one of the cards at the Scottsdale store in the Kierlands, it showed a zero balance. Despite having the receipt showing the $[redacted].00 purchase, the manager and corporate were unhelpful and suggested contacting the bank instead of resolving the issue directly. This was disappointing customer service, especially since no effort was made to trace the gift card to verify its usage. It seems there may have been a mistake during the card loading process or even internal theft by an employee. I ended up having to pay out of pocket for the item my daughter wanted, feeling frustrated by the whole situation. The lack of resolution and consideration for customers is disheartening. I believe there should be better protocols in place to investigate such incidents using the serial numbers on gift cards. It's a letdown that Athleta benefited $[redacted].00 from my family, and I left feeling let down by their service and policies.

I received an Athleta online gift from my husband last Christmas. To redeem it, I visited the website, but was unable to select a size without going to a store. Unfortunately, I never made it to a store due to life events. Now, when I try to use the gift certificate, the page no longer exists as directed. After contacting a store and then Customer Service, I was directed to a voicemail where I couldn't leave a message and was put into a telephone survey without assistance. I would like to know if I can redeem a different gift or if my husband can receive a refund. The gift code is 2LPN M4PL 474C DQKX. Thank you.

To whom it may concern, I want to share my experience with Athleta's store #[redacted] at Classen Curve in Oklahoma City. I attended a class in December and won a $25 gift card in a raffle. I purchased a sports bra and top but they didn't fit right. When I went to exchange them, I was told I couldn't use my gift card again and would owe $25. The cashier (Cashier #[redacted]) wasn't very nice about it. This policy and treatment made me decide not to shop at Athleta again, despite my past support for the brand. I had even organized events with Athleta reps at my climbing gym, but now I'll be looking to shop at Lululemon instead, which is conveniently nearby. Thank you.

I recently spoke with Nancy at your customer service department, and unfortunately, I must say she was very rude, short, and arrogant in her mannerism. I made a 2-hour trip to the E. Grand Rapids store yesterday to try on some jeans, but they did not have my size in stock. When I requested if they could order it for me, the clerk declined, even though I had forgotten my Athleta card at home. Feeling disappointed, I returned home and attempted to order online. However, the 20% discount code did not work, so I decided to call and place the order. During my call with Nancy, she was extremely rude, condescending, and seemed to take pleasure in my inconvenience. This treatment is unacceptable, and as a consumer, I have the right to choose where I spend my money. I have been a loyal Anthropologie customer for 15 years, and I have never experienced such disrespect from any of their staff. It's truly disappointing how Athleta handled a simple request for one pair of jeans.

I bought two pairs of pants on May 5th, [redacted] from your store. I wore the Skyline pants twice, handwashed them, and now the material is fraying badly. I have been trying to resolve this issue through your Facebook page, but have not received any response. I have already sent photos of the pants and the receipt. It's frustrating that your social media account claims to be active, but there has been no help from customer service.

My name is Aubree, and I am from Salt Lake City, UT. In June [redacted], at the Fashion Place Mall in Murray, I bought olive-colored joggers for my birthday. I used all my birthday money for this purchase. The seams near the crotch and bum areas keep tearing. I've had Lululemon joggers since [redacted] that are still intact. However, these joggers tore within 6 months. I paid over $[redacted] for them and expected better quality. I am disappointed as I only wear them casually, not for exercise. I would appreciate a refund or a gift card equivalent to the purchase price. If this issue isn't addressed, I'm afraid I won't return as a customer. Thank you for your attention to this matter.

I have been a Gap cardholder for many years. Lately, I've been shopping at Athleta, so I decided to open an Athleta card during my visit to the store on 11/11/[redacted]. I was not informed that it was a Visa card, and I have no interest in having another Visa card. I have been struggling to reach a customer service representative on any of the phone numbers provided to cancel the card. I need assistance with this issue urgently. - Kelly

I am writing to report an issue with a pair of tights I bought some time ago. After wearing them approximately 20 times, following gentle washing and air drying, I noticed a hole near the seam on the lower back area. I have only worn these tights indoors for gym workouts, not for outdoor activities. Despite not using them heavily, I am disappointed that they have torn, as I expected better quality and durability from a brand I usually admire like Athleta. The specific type of tights are medium tall, black with back pockets, RN #[redacted]. Although I haven't encountered any problems with other Athleta products, I am let down by the premature wear and tear on this particular pair.

I don't have any specific complaints, but I'm feeling compelled to unsubscribe from Athleta's catalog. Each catalog appears to be identical, showcasing the same tights in different colors and t-shirts that can be found for much less at stores like TJ Maxx. The models, in varying sizes, are pictured in exaggerated poses, which is becoming somewhat laughable. I'm a professional and not a yoga instructor. Where are the versatile dresses that are easy to care for, not just flowing outfits paired with Birkenstocks? I'm looking for work-appropriate attire that can transition to a night out seamlessly, as well as sophisticated pants, sweaters, and skirts that don't scream yoga studio or hiking trails. I hope Athleta considers listening to its customers and maybe bringing back the creative director who originally shaped the company. Sincerely, Afua.

Dear Customer Service, I am reaching out regarding two sweaters I purchased from your store last year. The first one, a grey cashmere wrap bought in March [redacted], began unraveling after only a few wears. Despite being considered a quality item, it failed to live up to expectations, unraveling along the seam near the neck. The second sweater, a black wool staple purchased in the fall of [redacted], started pilling excessively after minimal wear, appearing worn out prematurely. As a loyal customer who appreciates your styles, I am disappointed by the quality issues with these purchases. While I value investing in quality items, the premature wear and tear on these sweaters have made me hesitant to make future purchases. I hope to have this matter resolved promptly and look forward to hearing from you. Sincerely, Mary Kay McCauley

I followed the Athleta return instructions to drop off my order at a USPS location on 5/20/20. However, upon tracking, I noticed it had a UPS tracking number. The package was accepted by the Post Office, but no further updates were provided. After contacting USPS, I was informed a 3rd party picked it up. UPS Mail Innovations mentioned that USPS still holds the package. It is frustrating to be caught in a situation of conflicting information without resolution. I believe using one service for returns would prevent these issues. I suggest Athleta consider this to avoid customer inconvenience. Going back and forth with emails and calls to USPS and UPS has been time-consuming. I hope to receive some form of compensation for this trouble. Due to this experience, I am hesitant to order from Athleta online again. I prefer communicating via email or chat as I struggle with phone anxiety. Any advice is appreciated.

I recently received a $20 birthday gift from Athleta and used it to purchase shorts with the item number #TDK2P62. However, a few days later, I noticed that the shorts went on sale and were reduced by $20. I contacted customer service to request a price adjustment, but was informed that I was not eligible since the price I paid was already equal to the sale price. I also asked if I could use the gift card on a different item, but was told it could only be used once, even if I returned the original product. As a loyal customer, I am disappointed with this policy and hope that Athleta can reconsider. It would be greatly appreciated if I could receive a $20 gift card for a future purchase.

I received an email regarding an order from athleta.com for the item "Flurry Blizzard Rib Tu". I have no recollection of making this purchase and would like to cancel it. Kindly confirm the cancellation for me. Thank you. Best, S. Schubert

I would like to return a pair of Brooklyn Wide Leg Crop Pants that I purchased on July 17, [redacted]. I attempted to print the return label, but it indicated that the item is not returnable due to it being more than 60 days since the purchase date, causing me to be unable to generate the return label. After some research, I discovered that Athleta's return policy changed on October 1, [redacted], allowing returns for items purchased before this date. I also learned that individuals in similar situations as mine were able to return items bought before this policy change. I prefer to return the pants by mail, but I am unable to access the return label on the Athleta website. Given the current Covid situation, I would rather not visit a store.

Hello, I recently placed an order for the black rain drop jacket in size XS. It was on sale and I used a coupon, bringing the total to $61.58. I received an email stating that the item was out of stock when I ordered it. I am hoping that I can still purchase a similar jacket at the discounted price along with the coupon I used initially, even if it is a different version of the same jacket. My order number is 13KT5BP and my name is L. Hedden.

I visited the same store where I made my purchase with the intention of exchanging my items but was embarrassed to find out that I was flagged in their system for return denial, accused of returning too many items previously. I bought these items in September during the pandemic, spending a significant amount on them, as I was assured they were of high quality. However, two of the items made of a softer cloth-like material did not hold up well. After working out, they balled up in the thigh area and one even had a small hole along the seam. I called the store (Burlington, MA) previously and was told I could exchange them when possible. Today, I went back to the store, but they couldn't find my e-receipt in the system and attempted to issue a credit, leading to the denial and accusation. After multiple calls, I was informed that due to the purchase exceeding 60 days, they couldn't help reactivate my receipt or facilitate an exchange. Despite paying a premium for these items and being promised an exchange, I am now facing difficulties due to the quality issues encountered. I have escalated the matter for resolution but am left with $[redacted] worth of unusable workout gear. This experience has been frustrating, especially considering the brand's touted lifetime warranty.

RE: Shipping Issues with Recent Orders from Athleta I have experienced significant shipping problems with my last three orders from Athleta's website. There were unexplained delays at a mysterious location, followed by additional delays in Lombard, IL, which is close to my home. The tracking information was rarely updated, and the shipping company was consistently UDS. If this $[redacted] order encounters similar issues, it will unfortunately be my final purchase from Athleta. After spending a considerable amount on your website, I believe all customers, myself included, deserve better service. This ongoing situation needs to be addressed promptly.

I have been a loyal FitPro cardholder for years. Last year, I attempted to renew my card at the Lexington KY store on Finn, and was assured it would be valid until February [redacted]. Recently, during a purchase, I was informed my card had expired and was discarded by an employee who suggested the new one was in my email, potentially in the spam folder. Despite checking my email diligently, I couldn't find the new card. After contacting Athleta customer service, I was informed the card should not have been thrown away. The representative promised to resolve the issue and assured me I would receive the new card before my planned shopping trip on May 1. It has been three weeks since that conversation, and I have yet to receive the new card. I am hopeful it will arrive before my shopping trip. If necessary, you can verify my employment on my website at www.rocksporttraining.com, where I am listed as a USA Triathlon coach and NASM personal trainer.

I recently discovered I have an overdue bill, likely from purchases made in March. I never received a statement and cannot find it in my mail or email. I need a summary of the charges and assistance with payment since I don't have an invoice to create a password for the online system. I have tried the automated system without success. Unfortunately, there are no live agents available by phone to help with payment. Please provide me with a breakdown of the charges and guide me on how to settle the bill. I am frustrated after spending hours trying to resolve this matter. It's disheartening to have attempted to pay in the past without success. Kelly M. [redacted] [redacted]