ComplaintsforLululemon Athletica

Clothing

Current Alerts For This Business

Pattern of Complaint:

Pattern of Complaint:
As of November 24 , 2023 BBB files indicate that this business has a pattern of complaints concerning the following issues:

Product Issue

Consumer complained that they received poor products.
The customer stated the product was not up to standards advertised by the business.

Delivery Issues

The business had issues completing the delivery to the consumer for which no explanation was provided.
The service/product was not delivered on time or the consumer was not properly notified of delivery.

Refund / Exchange Issues

Consumers are having trouble receiving their refunds from the company after going through their process.
The company did not clearly articulate the refund requirements and processes to the consumer for them to be aware of how and why they can or can not receive a refund.

Service Issues

Consumers expressed being pushed to sign agreements without fully understanding the product and difficulty in canceling their agreements.
Customers expressed payment issues.

Customer Service Issues

Consumers are experiencing no follow-up or contact from business for a long period of time.
Products and contracts aren’t explained properly to consumers at initial consultation.

Billing and Collection Issues

Credit report corrections required due to lack of customer service.
Lack of understanding on loan products due to improper explanations.

We offered Lululemon Athletica. the opportunity to address the above identified patterns. We did not receive their response.

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Initial Complaint
27/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 5 shirts from a Lululemon retail store in *******, **. They cost $78 + 6.5% sales tax each ($415.35 total). After wearing 1 shirt once, I noticed signs of damage. I took the damaged shirt and the 4 unworn stores to be returned, but because I had removed the labels they refused **** contacted Lululemon online support. First they said they would refund my credit card for the damaged shirt, but then their follow-up email said they could only provide a gift card. As for the other 4 unworn shirts, the only option was a gift card. This is not an acceptable resolution. I read up about this product, and here are user reviews from the company website:"Quality control issues are getting wild. So bummed about the quality of this shirt. Fit is great, but after 2 washes, it is literally coming apart in multiple locations.Shirt torn in armpit area after less than two weeks of ownership"The shirt ripped after first wear do not recommend buying this shirt"My shirt developed a hole after wearing it twice."Try to talk to customer service about this and they were no help. Very frustrating situation when the worst customer service situations Ive ever experienced."(Ref: ****************************************************************************************************)It looks like they are knowingly selling a defective product. Other customers have brought this up to then, but they continue to sell it and will not properly refund. A gift card is not a proper resolution, as I have no intention of buying the same faulty product!
Business response
29/07/2024
Hello,

Thank you for bringing this complaint to our attention.

We had followed up with ***** in regards to their concern.

If ***** would like to continue conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Customer response
30/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
22/07/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Submitted 8 items through their performance return program: January 6, 2024. The return number is: br777535. Approximate retail price of items returned $770. Received by warehouse: February 23, 2024. Tracking number submitted below. After 5+ months of waiting for a resolution, the company is saying that the items I sent were not received and will not provide me any sort of compensation even though I lost almost $800 worth of items. In reality, I think the warehouse lost my items in the 5 month span of this return and is now trying to cover it up saying that I never sent the items even though I have screenshots of the tracking that say everything was delivered. **************** has been unhelpful stating that the matter has been resolved even though I have been shown no resolution or remorse for the entire situation. I have also contacted customer service for updates a few times a month from February to July regarding an update and was never given one until now. Only told to wait 1-3 days for a response which I never received.
Business response
22/07/2024
Hi,
We had reached out to the guest on 7/21.
Thank you,
Resolutions Support
Customer response
23/07/2024

Complaint: 22022270

I am rejecting this response because: I am not satisfied with the resolution. I have attached their latest email to me stating that the case was considered resolved since they did not receive the items which is a bold face lie since I have proof of **** tracking stating the items were delivered to the warehouse on February 23, 2024. They have provided no clarity as to where my $800 worth of items have disappeared to and that is why they need to be held accountable. Take ownership and responsibility of your mistakes as a business so we can move on with this 5+ month situation.

Sincerely,

*******************************
Business response
23/07/2024

Hello,

Thank you for bringing this complaint to our attention. We have followed up with ********* in regards to their concern in case GS-1000052785

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Customer response
24/07/2024

Complaint: 22022270

I am rejecting this response because: I have already been in contact with several people from the resolutions team. I have sent 6 emails, online chatted 10 or more times, and also spoke on the phone to the resolutions team several times in the past 6 months regarding this return. I have been told EVERY time to wait 1-3 business days for a response. I am either left hanging and get no response, or I get a robotic response saying that the resolutions team will be in contact with me soon and then I never get any sort of resolution. My items were delivered to their warehouse and they are lying saying that they never were. I have a tracking number to prove it! I have attached two of the many emails I have sent in the last 6 months regarding this issue. I will no longer be reaching out to lululemons resolutions team as I have done so over 10 times before and nothing has actually been resolved. I will wait for an answer through this chat about where my items disappeared to after they were delivered to their warehouse and I expected to be compensated for their mistakes.

Sincerely,

*******************************
Initial Complaint
19/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I initiated a return through Lululemon. After packaging the item according to their guidelines, I scheduled a pickup with ****** the chosen delivery service for returns. A ***** representative came to pick up the package from my location as scheduled. However, despite the package being collected by ****** it did not reach its intended destination and is now considered lost.I want to emphasize that I followed all procedures correctly and that the package being lost is entirely due to an error or mishap on *****'s part, not mine. As a result, I find it unfair that I am expected to bear the loss of the package.I had actively followed up with Lululemon regarding the refund via apple message, agent promised refund for the lost package.Despite numerous inquiries and follow-*** with both ***** and Lululemon, Lululemon had created the case #: GS-**********, I have not received a refund for the lost item.I am deeply dissatisfied with the resolution provided thus far and feel that my concerns have not been adequately addressed.
Business response
19/07/2024
Hello,

Thank you for bringing this complaint to our attention.

Please know our warehouse team is unable to process a return refund if our warehouse does not receive the returned package. We are unable to offer any additional resolution for this experience.

If ****** would like to continue conversation around their experience, they?can feel free to reach out to us and reference their?original incident number *********************************?or at ************** and ask to be followed up by a member of the Resolutions Team.

Thank you,

Resolutions Support
Initial Complaint
19/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently reached out to lululemon to replace the pilled align tights I received for gifts from my family. I had six pairs and one pair of my daughters. They are only worn for yoga as I am a yoga enthusiast and go to yoga daily. When I was looking for tights for yoga the asked clerk advised me to get these ones if I was using them for yoga. I followed the washing instructions, and thought that for the price of them they would be a good investment. After my first email to lululemon I was told I do t meet the criteria. I dont understand why as I did everything the sales clerk told me to do. I am in a fixed income and do not have the money to purchase these items on my own, and that is why my family gave them to me. I am really hoping you can help me get replacement. I really feel that a company of that size should have a better return policy and be more understanding about their defective clothing. I really hope you can help me. Thank you *****
Business response
19/07/2024
Hello,

Thank you for bringing this complaint to our attention.

Our Returns Team has followed up with ***** in regards to their concern.

At this time the case you are reaching out about, GS-1000209385 is considered resolved. We suggest ***** follows up to the email our Returns Team has provided.

If you there any other questions or concerns not regarding this case I would be more than happy to support further, they can reach out to us at ****************************** or at **************.

Thank you,
Resolutions Support
Initial Complaint
16/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order number c52953878575 costing $125.56, which included $8.56 tax. This was an online purchase. Sales tax of $8.56 was calculated at the rate of 7.25%, but the correct rate should be 4.25%. (I will attach an example receipt of my purchase yesterday from ******* showing the accurate tax rate).My dispute is that I was overcharged the sales tax by $3.56.I believe overcharging sales tax is illegal.I have contacted Lululemon on several occasions and was unable to get a resolution on this. I'm not going through this dispute only because of a mere $3.56, but also the that fact that my future purchases will continue to be overcharged at an incorrect sales tax rate. This affects every customer who lives at unincorporated addresses.
Business response
16/07/2024
Hello,

Thank you for bringing this complaint to our attention. We will follow up with ******** in regards to the complaint.

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Initial Complaint
15/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
April 23, 2024 purchase of receipt totaling $264.00 . The shorts that have manufacturing defect/quality issue are Speed Up High-Rise Lined Short 2.5"True NavySize: 8 Qty: 1117404880$68.00 Online order purchased at ****************** *************************** Lemon store. They did not have my size 8 available in store. The other two items in my order: tights AND the same exact shorts in same size 8 but colour was windmill. These shirts fit perfectly but the navy are a smaller fit. The label in the navy shorts say size 8 but they seem more like a size 6 fit. I want to exchange the same details I bought for the navy except get a size 8 that is not faulty in the sizing. I am appalled at *********************** team stating the issue is not quality but rather a preference issue. The company is refusing to exchange my shorts as well as they have closed my case. I feel powerless as a consumer. I am extremely disappointed in how they have handled this. I have bought their products over the years and have never had any issue. Like I said, I feel POWERLESS as a consumer.
Business response
15/07/2024
Hello,

Thank you for bringing this complaint to our attention. We have followed up with ******** in regards to their concern in case GS-1000083972

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support

Customer response
24/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I emailed the company up on receiving notification ***** the BBB about LuluLemon asking me to contact them. I emailed them immediately on 15th of July. On 22 July, I finally received a call from *****. At first contact for resolution, I was shocked that her response for a solution was, At this time , I cannot overturn the decision of returns team . But I am more than happy to give you an offer of 25% promo code to get new gear. She said that an exchange for my defective shorts was not aligned with their guidelines and that the Return was again denied. I refused her offer and said that the offer of discount was redundant and I would not be buying from them again after this incident. I reminded her that I bought a new pair of shorts with a quality defect. ***** asked why I had thought it was a redundant solution and then asked me if I would send a photo with the defective navy shorts placed on top of light blue shorts which I had purchased at the same time. I sent the photo in an email response to her email address after our phone call . I had not heard back so I rang Lululemon the next day, 23 July. I spoke to *****, and she said someone would get back to me in 1-3 business days. I informed her that I have to respond within 10 calendar days to BBB from July 15. I told ************ will give until tomorrow to reply to BBB and that currently my response would be that I am not satisfied. Later that same night, I had a call from ***** stating that they would send me the shorts that I ordered and that I may want to select another pair if they were not in stock. I let her know that I only wanted this color as it is a staple item for me. I have received an automated email stating that the shorts are ordered and will be shipped.
After so much frustration and wasted time spent on this, I am happy to finally know that the short that I paid for will now be delivered to me so I actually can wear them. Thank you for your assistance in this matter. I had nowhere to turn and so glad that this is finally rectified. Lululemon has got to improve their customer service. I was shocked at how they handled this matter.
Thank you again!
Sincerely,

*****************************
Initial Complaint
12/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a ********************** Never Lost keychain and received someone elses order which was a completely different color.
Business response
12/07/2024
Hello,

Thank you for bringing this complaint to our attention. We have followed up with ****** in regards to their concern.

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Customer response
12/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
09/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Lululemon,I hope this message finds you well. I recently purchased a pair of Groove Nulu Super-High-Rise Flared Pants in Regular size for my 14-year-old daughter approximately 46 months ago. Unfortunately, she hasnt worn them beyond trying them on, as she feels they make her look like a horse due to the fit.Upon closer inspection, we noticed that the flare is not as pronounced as expected. The pants were quite expensive, and I am writing to inquire about the possibility of an exchange. However, I no longer have the original receipt, as it was lost in the mail.I understand that this situation may be unusual, but I appreciate your understanding and assistance. Is there any way you can help us with an exchange or locate the purchase information?Thank you for your attention to this matter. We look forward to resolving it positively.Sincerely, Rosine $118 plus tax
Business response
09/07/2024
Hello,

Thank you for bringing this complaint to our attention. We will follow up with ***** in regards to their concern. We have created a case GS-1000154336.

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Initial Complaint
08/07/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Did not receive the gift card and this has been going on for approx 3 weeks. ****** tried getting the issue resolved and you cannot talk to anyone. She finally called me and I am getting no help. I would like to be reimbursed. This was a Xmas gift. THE AMOUNT WAS FOR $150.00. This business makes it very difficult to speak with anyone including the **** I should not have to call the BBB. I also cannot understand how they can locate the e gift card with no number and just a name. I hope this issue can be resolved. Thank you
Business response
08/07/2024
Hello,

Thank you for bringing this complaint to our attention. We will follow up with ***** in regards to their concern in the case GS-1000049335.

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Initial Complaint
08/07/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
c171907633418293 tracking ************ I reached out OVER A WEEK AGO to **** saying I KNEW this package is lost and your agent said no it's not wait a bit but I have basic pattern recognition skills and know when a package is lost and it's been "out for delivery" for over a week. this package is lost. Your chat agents do not know what's going on with packages and I should not have my money tied up with no product because of ******* error. It is common knowledge that the retailer is liable until a package is marked as delivered and if it's been 3+ days out for delivery the package is lost. This is not my problem and I should not have to reach out to **** twice and file a BBB report. Send a refund or a replacement. I am literally never shopping online again. I have 30+ **** pieces from in-store and thought the service level would be on par with the in-store experience. Ridiculous
Business response
08/07/2024
Hello,

Thank you for bringing this complaint to our attention. We will follow up with ****** in regards to their concern immediately in the Case GS-1000140877.

If the guest would like to continue the conversation around their experience, they can reach out to us at ****************************** or at ************** and ask to speak with a member of the Resolutions Team.

Thank you,

Resolutions Support
Customer response
09/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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