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The issue in GetHuman1633482's own words
I was at the Lululemon El Segundo store and (from what I was told), a Key Leader Amber was not very welcoming or helpful. I simply had a few seam repairs to do, a hoodie of mine to be fixed (the string of the hoodie slipped out from the washer*dryer and I couldn’t get it restrung myself so I figured the professional local Hemmers would be able to). I explained it would be an easy thing for the *rd party hemming service to do- as I mentioned I had worked for the company a few years ago I knew the system a bit (granted it can always change). But I did know if the hemming service, couldn’t manage something they would send it back saying they couldn’t meet the needs of the product. Immediately Amber shot me down explaining why they couldn’t do it. Rather than coming from a place of acceptance and willingness to make sure my product was back to normal, I felt bad for asking for help. I used to pride myself at lululemon of giving the guest the best experience every time they came into the store and I felt the opposite. She didn’t even offer to send it out to try and see if they could - I had to ask for them to seem if it might be something that the hemming service could do. I just picked up my items that got hemming down, and they could do it. I just imagined if I hadn’t had the knowledge on how the hemming services worked and for the next person that came in, they wouldn’t be able to wear their favorite hoodie because an employee isn’t coming from a place of possibility. *Lastly, I had a sweatshirt that got damaged in the dryer- the tip of the string got melted together which had never happened to me before. I figured that could be a product flaw since I haven’t had a lululemon sweatshirts do that before. I figured if I couldn’t dry a product without it getting damaged - it was a quality issue. And immediately again, I got shot down and she was very short with me. I could tell that she was annoyed. I have a lot of Lululemon- it’s the only gear I have used from a Division * collegiate athlete, to a nationally ranked Olympic Weightlifter, and being a Strength & Condironjng coach* personal trainer for the past * years. I wear more lululemon than “regular clothes.” So I have accumulated A LOT of it, as a former employee, and as some who has always stood by the company’s values and core beliefs. *All in all, not a great experience and it’s unfortunate to see after my time a shift in costumer service. I loved my time at Lululemon, I loved the culture while employed there and I really felt as a team we all made an effort to provide excellent guest experiences- going above and beyond to try and do whatever we could to make our guests feel valued.
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