ComplaintsforLuluLemon Studio
Exercise Equipment
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Complaint Details
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Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The business has partnered with Peloton and no longer has live classes which was a commitment of the company when you purchased the Mirror. They do not offer any lower monthly payments. Its 40 dollars a month for nothing. For on demand classes I can get for free from ******** I have voiced several complaints regarding the high payment. How can this business get away with overcharging a monthly fee for services they no longer offer. I dont see how this is fair to anyone who owns the Mirror. I have asked for a trade in/buy back which is refused. I do not understand why I cannot trade in my mirror for the peloton bike or another option. They will not provide me any other options and its not fair when I purchased the mirror it was for live classes. I should be compensated in some way for the Mirror. The company lied about live classes and/ or my monthly service fee reduced due to no live classes.Customer response
03/03/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Mirror has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*****************************Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the Mirror for quite a bit of money which included spending $39/month membership. 6 months after my warranty ended my Mirror stopped turning on. It seems as though, this is a COMMON problem and should be looked at further. I have tried and tried to escalate but they only offer me a lousy chance to buy the Mirror for a discounted price. I have been on the phone and have done many appointments of trouble shooting with the diagnosis being just that mine died. One of the managers told me, "some last for years and years and some just don't". At this rate it would have been cheaper for me to get a Gym membership. I believe they should replace my Mirror. They keep asking me why I did not purchase the warranty and when I bought this in the store and extended warranty was not ever presented to me. They have basically tried only to Re-sell me the product and have also suggested that that was, "there last and final offer". My concern is that when I took to the internet and social media as well as the BBB many people have the exact same complaint. ******************* prides themselves on their return policy and customer service but the only thing I get on this most expensive item is an opportunity to make the same mistake. Someone really needs to look into this. I think there is a class action lawsuit here. I believe I should get a new Mirror or some sort of a refund.Business response
07/19/2023
Hello,
Upon review of this case, we see ************* has been is in communication with this Member and are actively working to resolve the issue.Customer response
07/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The tech employees could not help me. Nothing they guided me through worked. The manager I spoke to said that, "some mirrors last years and years and years and some just don't". This reponse plus the MULITPLE BBB complaints regarding the EXACT same issue is very alarming and worrisome for a scam. There is NO way anyone would spend this kind of money and expect that just one random day after the warranty expires that it just simply won't turn on anymore. This matter will be resolved when they send me a replacement mirror.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
08/03/2023
Thank you for bringing this to our attention. We will follow 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 Member Experience Team .Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a mirror in Feb of 2021. In fact, Im still making payments on the product. Literally, used it twice and when I went back to use it and powered it back on nothing! Tech support tried software updates, turning on and off, and sent me a new power chord and nothing worked. This is a faulty product that they know will not work for many customers quickly after the warranty runs out. Their offer to me was $900 off another mirror that will give me no guarantee it will continue working past a year. I sent them videos showing absolutely no damage to the mirror and no tech was sent out to try and fix it. Literally the most expensive mirror youll ever own. For what this cost they should be replacing peoples non damaged and faulty mirrors.Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid over $1500 for Mirror (now lululemon studio) workout equipment and weights. The company did not disclose to at the weights are not rechargeable and contain batteries. Hey have never been able to connect to my mirror because my mirror does not work. I have had to pay $40/month to do classes on the mirror but again-the mirror does not work. I have written emails only to be called the next day while I am at work. I cannot be at home during work hours. I have requested a replacement and was asked to plug in my streaming device to Ethernet. That doesnt even make sense. They then said it was a weak wifi connection-which it is not-nothing in the house has a streaming problem aside from the non-functioning mirror. I have sent videos and multiple email to no avail. Not to mention that I didnt even get my mirror until five months after the promised delivery. My weights didnt come until seven months after ordering them. All of this to say I have very expensive equipment that hasnt worked since it arrived. Please help me resolve this with them. I have gotten nowhere and have read many other complaints. It seems there should be a lawsuit against them for not having goods and services as advertised.Initial Complaint
01/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
After warranty was up now my mirror display randomly shuts off during a workout yet I can still hear the instructor and music playing through the mirror. After already buying such an expensive mirror they said I can pay $500 plus tax to get it fixed yet it costs $700 new! If an item stops working due to the fault of the item and not the customer this should always get covered! This is ridiculous! I love this mirror and honestly wish they would just replace this broken one for a newer working one! Seems like other people are having this same issue.Business response
01/19/2023
Thank you for or reaching out to us and we are sorry to hear about your experience. We understand that this Mirror was purchased three years ago therefore is no longer covered by the warranty. We have reached out regarding repurchase and repair options available. If you would like to reach out to us directly, please contact us at ************************* or by phone at **************.Initial Complaint
11/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had the exactly same issue as the prior Complaint dated on 7/18/2022.After less than 1.4 years my Mirror display won't showing up anything after installing an update required by the manufacturer. When I called customer service they were unable to get it working again after doing some over-the-phone troubleshooting. A few days later I received an email that my Mirror was no longer covered by warranty so they wouldn't send someone to fix it. They offered me $500 to pruchase a new one . I never moved the Mirror once it was installed and it stopped working after installing the required update.I did noticed that lululemon mirror is trying to lable all similar compliants as hardware failure, but many customer only used the product a handful of times and did not physically move the Mirror. We are being treat liked "Apple, iPHONE was artificially slowed to boost hardware sales" . We're really looking at is if we can just get more people to sign on this case , or someone from third party could help us .If class-action lawsuit will get their attention, Let's work together!!Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
As with other buyers, my Mirror stopped working just out of warranty. Clearly the product is defectively designed and built, causing prejudice to buyers. The company expects customers to invest more money to buy a new one, when their product has worked for only a bit more than a year, not as they promised. This is obviously wrong. If they want to sell into the US market and get all the benefits of doing so, they should be expected to stand by their products and honor their customers the way US companies do.Initial Complaint
10/19/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Poor sound quality with feedback and very distracting for a yoga class which is my primary interest in purchasing the Mirror. I had a challenging time contacting customer service with their hours and my schedule and finally made it a priority to attempt to contact and deal with the issue. I had to speak with multiple people and send a video of the issue. I was told the sound was definitely not normal but after spending this time with phone calls, emails and video was told that my warranty had run out and there was no fix. My options were to hook up a bluetooth speaker or buy a new mirror for $900 off (still costing around $700 plus delivery). I am not happy about this because it was like this from purchase, not something that developed. Thank youInitial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have had the gym Mirror for 13 months, and the display stopped working after a required system update. I contacted Mirror support and after 2 weeks was told they are sorry but the issue cannot be resolved and I would have to purchase a new Mirror. They offered me a discount at best. I have only used the mirror for 12 workouts so this is extremely disappointing. On top of that, the fact that they want me to purchase a new one is insulting. I am requesting they replace this defective Mirror that I was sold.Customer response
09/18/2022
Better Business Bureau:
At this time, I have not been contacted by Mirror regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
08/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The Mirror makes it impossible to unsubscribe from their service. Needless to say, its not a cheap service. I searched and searched for a way to discontinue to service from their website or from ******* my account, whether via their app or via their website, only to find that there was NO WAY to unsubscribe. The Mirror deliberately makes it impossible to unsubscribe, in order to force the customer to keep paying their huge monthly fee when said customer just gives ** in frustration because they are late for a meeting. Then the customer forgets, allowing the ********************** to pocket another month of fees. Those all add up to millions for the Mirror, at their customer's expense. I want this company to provide an easy, simple way to unsubscribe, ON THEIR WEBSITE. I dont want a refund or an apology, I WANT THEM TO CREATE AN EASY WAY FOR THE CUSTOMER TO UNSUBSCRIBE that doesnt force the customer to email them, call them or other wise be forced to ENGAGE. My God, we dont WORK FOR YOU, I dont care to spent ANY unpaid time trying to figure out how to unsubscribe form ANYTHING. This is DELIBERATE. So gross.
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Customer Complaints Summary
30 total complaints in the last 3 years.
3 complaints closed in the last 12 months.