Lululemon Customer Service Issues

I am from Kentucky and had an issue with an order from Lululemon. I ordered a limited edition pair of pants for my sister and myself, but they were sold out. A representative directed me to stores in Maryland and California with our sizes. I successfully purchased the pants in Maryland, but I have not received the pants from California after 12 days. When I called, I was put on hold for over 12 minutes and promised a call back in an hour which never came. I called again and the original representative couldn't find any information on my order, only offering a refund. Despite being a loyal customer who often recommends the brand, I was disappointed in this experience.

I recently visited the lulelemon outlet in Leesburg and had a pleasant shopping experience. I was excited to find an outlet closer to my home. After purchasing a pair of shorts on Friday night, I returned on Saturday to explore more deals from my favorite brand. While trying on clothes, I requested a staff member with black hair and yellow tips to conduct price checks on several items as I wanted to ensure the prices before making a purchase, following a previous pricing discrepancy. Unfortunately, the staff member was unhelpful and unwilling to accommodate my request, despite there being no other customers present. Feeling unwelcome, I left without making any purchases, regretting not buying a cute tank. I hope my feedback can prevent others from experiencing similar treatment.

I recently visited the lululemon outlet in Leesburg and had a positive shopping experience. I was pleased to find an outlet closer to my location and made purchases on Friday and Saturday. However, I encountered an issue with a male staff member with black hair and yellow tips when I asked him to price check some items. Despite there being no other customers, he was unhelpful and refused to assist me, claiming he already knew the prices. This made me feel unwelcome and ultimately led me to leave the store without purchasing the items I had liked. I wanted to share my experience so that the company is aware and can address this behavior to prevent other customers from feeling similarly. Thank you.

I am a loyal customer of Lululemon named Roy Itzhaki. I have always been happy with the quality and performance of Lululemon products as a professional athlete. However, I recently purchased three pairs of pants for casual wear this year, and I am disappointed with them. The pants have pilled extensively, and the fabric feels different than my other Lululemon items. Despite following the care instructions diligently, the pants are uncomfortable and do not fit well. This experience does not align with the high quality I expect from Lululemon. I remember your policy of taking back products that do not work for the customer at any time. I would appreciate any recommendations you may have to address this issue. Thank you for your assistance. Roy.

I'd like to share an experience at the Premium Outlet location in Houston. I went Black Friday shopping with my daughter, sister, two nieces, and sister-in-law. The line to enter moved quickly, but inside, we waited over an hour to check out. Just before it was our turn, a couple cut in line in front of us, joining a man who was alone. They were soon joined by another couple who didn't even know him. When my sister informed manager Lauren, the couple lied about waiting in line. Despite others confirming they cut, Lauren said she couldn't intervene as she didn't witness it and called it an integrity issue. Her dismissive attitude upset us further, especially when she complained to a coworker in front of us. We felt ignored, especially considering the amount we spent there. If asked in a customer survey, I would say Lauren handled the situation poorly.

I recently visited the Lululemon El Segundo store and had a disappointing encounter with Key Leader Amber. I needed some seam repairs and assistance fixing a hoodie, and I explained that the local hemming service could handle it easily. Despite my prior knowledge of the company's procedures, Amber was unhelpful and dismissive. She did not show the willingness to ensure my product was taken care of, making me feel uncomfortable for seeking help. When I mentioned a damaged sweatshirt, she was similarly unaccommodating. This shift in customer service from my previous positive experiences at Lululemon was disheartening. As someone who has always supported Lululemon's values and amassed a substantial collection of their products, it was disappointing to not receive the exceptional service I had come to expect. It's a shame to see a decline in customer care compared to my time as an employee when we strived to provide outstanding guest experiences.

I purchased a size 4 full-length black align leggings, and after using them for the first time, they began to pill even before washing. I am unable to return them since I removed the tag and misplaced the receipt. The leggings cost $98 before taxes, and I am hesitant to use or wash them further due to the pilling issue. Comparatively, my cheaper leggings from Forever 21 are holding up better. Despite my friends' reassurance that this was a rare occurrence, I am disappointed in the quality of these leggings considering the price point. I would appreciate receiving a replacement pair.

Dear [redacted], I hope you are doing well. I recently purchased over 6 pairs of pants from your store, but unfortunately, they were all in the wrong size. Initially, I continued to wear them, but I am now very dissatisfied with the fit. The store is quite far from where I live, which is why I didn't return them sooner. I trusted the staff to size me correctly, but the size I received was much too big. Since purchasing all 6 pants in the same week, I haven't worn them for a month because the sizing was completely off. As a loyal customer, I am reaching out to inquire if I can return them for a store credit or exchange them for the correct size. I am a fan of your products, but I haven't been able to enjoy these pants due to the inaccurate sizing. I look forward to your prompt assistance.

I visited Lululemon two weeks ago and purchased a sweatshirt and a jacket. I am disappointed as I feel misled. I specifically asked for a waterproof jacket and was recommended one by the representative, but it was not waterproof. During a hiking trip with my family from NY, it rained lightly, and my jacket did not hold up. I became cold and wet, cutting our trip short and leading to illness. This was unacceptable considering the price of your products and the cost of medical care due to hypothermia. I am upset as this experience affected our family hike. I request a gift card or store credit as a resolution. I did not keep the receipt, and I hope for a prompt response from your team.

I recently exchanged a damaged pair of Align Pants for Wonder Unders in the Luxtreme material. I was advised to go up a size due to them being tight. I tried going up one size, but they were still too tight, so I went up two sizes. However, after wearing them for about an hour, the pants became so big that they were falling off. I exchanged them for a smaller size, but encountered the same issue. Normally, I find Lululemon pants to fit perfectly, with enough room in the hip and thigh while still remaining snug around the waist. Unfortunately, this is not the case with Luxtreme. The material feels cheap, slippery, and constantly slides down when I move, unlike the Luon pants I love. I would like to exchange these Luxtreme pants for a Luon legging style as the Wonder Unders are unwearable. Thank you for your attention to this matter.

Hello! I am a fan of lulu lemon products for their durable, high-quality material. I bought the align leggings less than a year ago and I am disappointed by the excessive pilling, despite following the care instructions diligently. It has reached the point where I cannot wear them anymore. I am considering exchanging them for a new pair as I hope this was just an isolated issue, as my friends haven't had similar problems. Alternatively, I would like to know if a refund is possible. I do love these pants, but the quality fell short of my expectations from lulu. Thank you, Megan.

I spent $[redacted].00 at the Natick, MA store this morning on Jan 5th around 11:00 am. The store was quiet with many sales associates present, but no one offered to help me and my daughters, aged 17 and 21. Despite requesting fitting rooms, the service was lacking. Another customer received quick and pleasant assistance, while we were ignored. When my daughter needed a different size, the associate was preoccupied with personal matters. My older daughter even returned unwanted items to the floor without any acknowledgment. At the register, I expressed my disappointment at the lack of assistance after spending so much. It was disheartening to see associates chatting instead of helping customers. The customer service at the Natick Lululemon store was severely lacking today, leading to my dissatisfaction. I believe the sales associates require better training. Sincerely, Emily Branka.

Good afternoon, I recently placed an order online for 2 Ease of Mind LS size 4 in Black, with order #c[redacted]. Unfortunately, when my order arrived on January 8th, I was surprised to find only 1 Ease of Mind LS in the package, despite my order clearly stating 2 on the receipt. My Visa has been charged for 2 tops totaling $[redacted].74, yet I only received half of my order. My interaction with the first Customer Service representative left me feeling unsatisfied as there was no apology and only a promise to investigate the issue. I have since followed up with Customer Service to express my frustration and was offered an online voucher as a gesture of goodwill, which has yet to be received. I understand the need for an investigation, but I am disappointed by the delay in resolving this matter and receiving the product I paid for. I hope this does not reflect the standard of customer service Lululemon aims to provide. Thank you, Janet R.

Dear Lululemon Team, I am reaching out to express my deep disappointment with the recent experience I had with your company. I have always been a huge fan of your products and appreciate the top-notch quality of your workout apparel. Despite the higher prices, I believe the value is worth it. However, my latest order of two pairs of shorts for $[redacted] has left me frustrated. As a student working part-time, I carefully manage my finances and budget. To my surprise, after placing the order, I was charged an additional $62, causing my card to be declined at the grocery store. The customer service representative mentioned it was a "pre-authorization charge," but this unexpected deduction has put me in a difficult position financially. I find it unreasonable that I have to wait 3-10 business days for the funds to be returned, especially for an error that was not properly communicated to customers. This experience has been not only financially burdensome but also incredibly embarrassing. I urge you to rectify this issue promptly as it has impacted my ability to afford essential items like groceries and gas. Thank you, K.Z.

Dear Lululemon team, I have been a loyal customer and have faced challenges trying to order a pair of leggings due to poor customer service and coordination. The titanium Align Pant II High Rise 7/8 was sold out online, and after contacting multiple stores, I couldn't find it. Despite receiving store numbers from customer service, they were also out of stock. My search for the In Movement 7/8 Tight Everlux 25” in dark shadow color, Fast & Free 7/8 Tight II Nulux 25” in melanite color, and Fast & Free 7/8 Tight II Nulux 25” in dark carbon color has been unsuccessful. I have spent hours trying to purchase these items, which is frustrating as a returning customer. I hope to be able to finally acquire the products I am looking for. Thank you. Best, L.

I visited the Downtown Summerlin, Las Vegas Lululemon store on January 26, [redacted], to exchange a Swiftly Speed turtleneck gifted by my husband. Despite having the tagged and unworn item with the receipt, the staff informed me that I missed the January 24th return deadline. I tried to explain my situation to the manager, who seemed uninterested in helping me. Due to my recent breast cancer surgery, including a bilateral mastectomy and two subsequent infections, I was unable to return the turtleneck earlier. I believe companies should show compassion in certain circumstances. As a loyal customer, I felt let down by the lack of flexibility shown by Lululemon's return policy. I hope my feedback can reach the store manager and encourage the company to reconsider its policies to provide better customer service. Sincerely, Jackie Cali from Las Vegas, NV.

I visited your store today with a friend to browse clothes. While my female friend received an 18% discount for National Women’s Day on her leggings, I was informed that the discount was solely for women. I believe it is unfair to restrict the discount based on gender. Although I support celebrating National Women’s Day and giving back, excluding men from the discount seems like discrimination. Discounts should not be based on gender, race, creed, or color. It is crucial to promote equal rights and not perpetuate prejudice with biased promotions. Your company could set a better example by offering inclusive deals that celebrate everyone on such occasions.

I received a pair of dance studio pants for my birthday in December, but they were too long. I visited the store at Square One for another size and was surprised they didn't offer alterations, which I later found out were available at Lululemon. Upon getting them altered, unfortunately, they were not the correct length as I had requested to match my grey Sketchers. The store couldn't resolve this since material couldn't be added back. I'm disappointed as I like the pants but now they are too short. Despite my personal issues, I wanted to reach out after a delay to share my experience.

I received a pair of the Align Pant 28" in navy as a Christmas gift from my mom. Despite owning multiple pairs previously, this particular pair developed a hole in the inner thigh after washing them. I always wash my leggings as per Lululemon's instructions, and this has never happened with my older pairs. I adore these leggings, and they are my favorite, so I would greatly appreciate it if there's a way to have my gift replaced. Kindly advise. Thank you! -Gina

I received a gift of size 2 leggings from a friend for my birthday a couple of months ago. Initially, the leggings fit perfectly and were in great condition. I made sure to air dry them to maintain their quality. Recently, I noticed that the leggings have developed some fuzz. I understand that this may not be a fault of your company, but after learning about your lifetime warranty, I wanted to inquire if there is any assistance available. I have been a dedicated customer of Lulu for some time now, purchasing items for my family as well. I am open to returning the leggings for potential store credit or any other resolution you may offer. Thank you for your attention to this matter. Kind regards, M. Khera