ComplaintsforLululemon Athletica
Current Alerts For This Business
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
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Consumer complained that they received poor products.
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The customer stated the product was not up to standards advertised by the business.
Delivery Issues
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The business had issues completing the delivery to the consumer for which no explanation was provided.
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The service/product was not delivered on time or the consumer was not properly notified of delivery.
Refund / Exchange Issues
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Consumers are having trouble receiving their refunds from the company after going through their process.
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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
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Consumers expressed being pushed to sign agreements without fully understanding the product and difficulty in canceling their agreements.
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Customers expressed payment issues.
Customer Service Issues
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Consumers are experiencing no follow-up or contact from business for a long period of time.
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Products and contracts aren’t explained properly to consumers at initial consultation.
Billing and Collection Issues
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Credit report corrections required due to lack of customer service.
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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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
29/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date: Nov 27 2021 I ordered a short on the lululemon, but I found I placed the wrong size. I tried to reach out to customer service but was told I can't cancel or return, but they can give me an e-card, or when I receive the product they will have other options. I just wanted to change the size of the shorts, now I want to refund!!Business response
29/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with *** in regards to their concern.
If Wei would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsInitial Complaint
22/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have two issues. Issue #1 - I purchased a pair of pants that had to be ordered in the 5th avenue NY Lululemon store on October 6, 2021. They were paid in full and were to be shipped to the store to have the skyline imprinted on them, and then shipped to my house. After call several times and leaving messages at the store, I received a phone call in November stating the wrong pants came in they will reorder them, put a rush on it and ship them to me. I still have not received the pants. I called on November 17, 2021 and spoke to the manager and she promised someone would get back to me that day. I never received a call back. I have been calling the store and leaving messages, but no one will return my call. Additionally, when I call their customer service number, they automatically hang up on you. I want my pants delivered like ordered. Issue #2. When I was in the store, I wanted to use an gift card I received. The link for the 100.00 gift card doesn't take you anywhere. It says page not found. I need this resolved also. The gift card was purchased on 5/8/2021.Business response
23/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with ******** in regards to their concern.
If ******** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsInitial Complaint
22/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I did shop on line on Nov 08 with Luluemon, they did use ***** delivery the cargo, still show the item don't know where, I did ask them send me the refund and contact ***** on their own, they said, they can't last week, will investigate, I did ask them how long I need to wait, they did not reply, I did call them, a man pick up the phone said, still waiting for the chat reply, every time, I ask them how long, he said, 5 min, did take more than hours, I did try to chat which them again today since 7:35 am, still no one reply,Business response
22/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with *** in regards to their concern.
If *** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsCustomer response
22/11/2021
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
22/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made an online purchase. When I received the email confirmation, I realized I had the incorrect zipcode. It had ***** and it should have been *****. I immediately contacted lululemon but they said they were closed so I did a virtual chat. The person advised me they couldn’t change the zip for me and I had to contact *****. I contacted ***** and they said not the shipper can change the zip code. I am furious so I tried to reach them again and still closed. I have close to 200.00 in merchandise and they can’t fix the zip code for me????Business response
23/11/2021
Thank you for bringing this complaint to our attention.
We have followed up with ****** in regards to their concern.
If ****** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsCustomer response
23/11/2021
Complaint: ********
I am rejecting this response because:they did contact me, but I don’t know if the situation was resolved. They said they contacted *****, but can’t assure me that the zipcode correction could be updated because of where it is in the shipping process. I contacted before I received a shipping notification so they should have fixed it immediately, but they said they couldn’t and advised me to contact ***** who told me only the shipper can change the shipping. So, in my opinion, they are once again not taken by responsibility. This is poor customer service at best!!!
Sincerely,
****** ****Business response
24/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with ****** in regards to their concern.
If ****** would like to continue conversation around their experience, they can respond back to our email from [email protected] we'd be more than happy to set up a time to connect and work towards a resolution.
Thank you,
GEC ResolutionsInitial Complaint
19/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #************ Marked as delivered. Never recieved it. Was told wait a couple days for it. I would like an immediate refund as this was a gift for a special someone and now I have to get this item instore my self which is a huge inconvenience. Please resolve this for meBusiness response
23/11/2021
Thank you for bringing this complaint to our attention.
We have followed up with ***** in regards to their concern.
If ***** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionInitial Complaint
15/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I recently made an order (************) I have made many purchases at lululemon, this time however it is a nightmare. I order a large amount of items, excited for them to come. I get email on Tuesday stating part of my items have arrived yet I have received anything. On Friday I receive another email stating I received the rest of my order yet nothing. I have tried multiple times to get in contact with lululemon, yet nothing is working. I am extremely extremely disappointed, I will never be purchasing onlineBusiness response
15/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with ******* in regards to their concern.
If ******* would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsInitial Complaint
15/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 9/3/21 I had an order shipped from lululemon, the order never made it to my home. About a month after the order was shipped I reached out to Lululemon through their educators online and was unsuccessful in ever speaking to someone. Two weeks later after continued effort and extremely long wait times, I finally spoke to an educator and she informed me she couldn't do anything until they tracked my order and try to find it. She said this would take a couple days and I should expect an email. Well, the email never came and 6-7 weeks later my issue is unresolved still. This brings us to present day, where I finally spoke to someone again this weekend, on 11/13/21, but I was also unsuccessful in resolving the issue. I asked for refund and compensation and or the products I originally ordered only to be told that wasn't possible and I also would not be able to speak to a supervisor or higher authority. So here we are almost three months after the fact, they have taken almost $200 of payment, and I have never been reimbursed, compensated, or received any of my items. Some of the worst customer service and desire to correct an issue for a well known brand and commodity like lululemon, who is supposed to be very reputable. I am extremely disappointed in this process and would like the assistance of the BBB.Business response
16/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with ***** in regards to their concern.
If ***** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsInitial Complaint
15/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a yoga mat (the large one - green) that after several months the layers are separating on the mat. When I try to contact customer service (4 separate attempts over the last several weeks) there is an incredibly long hold time (over 2 hours) and then the call is dropped before anyone answers or once it is answered the agent is of no assistance and then disconnects the call .Business response
16/11/2021
Hello,
Thank you for bringing this complaint to our attention.
We have followed up with **** in regards to their concern.
If **** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
Thank you,
GEC ResolutionsCustomer response
16/11/2021
Complaint: ********
I am rejecting this response because:As noted in the original complaint, the "customer service" department does not address any issues. Their "resolution" is for me to contact the same department to speak with a member of their resolutions team, which has repeatedly proven fruitless in getting any response. I await the issues with my delaminating mat to be addressed.
To have to contact the BBB to get any response is absolutely ridiculous.
Sincerely,
**** ******Business response
17/11/2021
Hello,
We have reached out to **** again and provided him a different resolution.
If you have any further questions, give us a call at the Guest Education Centre (GEC) at 1.877.263.9300, reply to this email or start a chat with us on our website. Our hours are Monday-Friday 5am-9pm and Saturday-Sunday 6am-6pm PT
Kind regards,
The Resolutions Team at lululemonInitial Complaint
12/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Went into the store and spoke to an employee who I specifically asked for a certain Jogger picked it out and was informed that they did not have the jogger in all of Chicago. I ended up ordering the Joggers online only to find out the joggers were way different than the ones I picked out. I called the store and spoke to an employee who informed me to talk to Guest Education and see what they can do for me. I called them and spoke to an employee that I could not understand at all, and basically wasn't able to cancel the order due to it being over 60 minutes. I then asked for a tracking number and was told there wasn't any. After all of that, I still didn't get any help from not only the Guest Education or even the floor Manager Aiden who contacted me to apologize. I want a refund immediately and not hold my transaction ******* because this company doesn't have the customer service or communication to get an issue resolved. I do understand they are in Canada, but if you are going to have employees answering the phones to resolve issues and complaints, make sure they are able to fully understand the issue and be able to help customers. I will never purchase a product from this company again after all of this horrible communication from both the store and corporate.Business response
15/11/2021
Hello,
We have reached out to ******** and resolved this issue for them.
If you have any further questions, give us a call at the Guest Education Centre (GEC) at 1.877.263.9300, reply to this email or start a chat with us on our website. Our hours are Monday-Friday 5am-9pm and Saturday-Sunday 6am-6pm PT.Kind regards,
The Resolutions Team at lululemonInitial Complaint
12/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an online order ORDER ID: ************ with Lululemon on 10/18/2021. The total order amount was $215.08. I both this jacket only because I had an e-gift card # ******************** I wanted to use for this purchase. While placing an order I typed my gift card number and the order balance showed as $15.08. I added my **** to pay the balance of $15.08. The minute after I hit place an order I got a notification from my bank that my account is overdrawn and Lululemon charged my card $215.08. After an hour of waiting on the phone, I got to speak with the sales representative who apologized and said that she will fix the mistake and use my gift card as a payment method and the $200 will be returned to my account within 3-10 business days. I was very upset about the waiting, I would never place this order with a card that does not have money on it and pay a fee for the overdrawn account. But she apologized several times and said that she can't do anything to expedite the process. Later this day I received an email saying that the person named Kenzie "...**** ***** *** *** ** * ****** *** *** ** *** ****** ** **** **** **** ******* **** *** **** **** ****** **** ** ***** ********* ****** *** **** **** ******** ****." This email is dated Oct 18, 2021, at 2:35 PM. I did not receive a refund up until today. On Nov 6, 2021, 10:24 AM I sent an email asking when should I expect my money back and never heard back. I am very upset and I think this is unacceptable for the business to not have an option to refund customers' money right away. Today November 10th, which is 17 business days, and I got nothing. As of today, Lululemon charged me $ 415.08 for the jacket that cost $215.08. I want my money backBusiness response
15/11/2021
Hello,
We have reached out to ******
If you have any further questions, give us a call at the Guest Education Centre (GEC) at 1.877.263.9300, reply to this email or start a chat with us on our website. Our hours are Monday-Friday 5am-9pm and Saturday-Sunday 6am-6pm PT.
Kind regards,
The Resolutions Team at lululemon
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Customer Complaints Summary
472 total complaints in the last 3 years.
203 complaints closed in the last 12 months.