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Business Profile

Clothing

Lululemon Athletica

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Lululemon Athletica's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lululemon Athletica has 55 locations, listed below.

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    Customer Complaints Summary

    • 511 total complaints in the last 3 years.
    • 185 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/11/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number: c173033301357177 and c173025704210655 we bought a shirt and a pant on oct 30. the pants were $134.4 and the top was $81.9. the tracking shows its supposed to arrived on nov 2. we have cameras infront of our house and we did not get any package on that day. we tried to contact lululemon many times on their website and their number, they did not give us a solution but they told us to call the police and the package might be stolen. but we can not call the police and repost it stolen because we did not get the package in the first place. and my request right now is either lululemon give us a full refund or lululemon give us a picture of our signatures and the package at my front door.thank you for your time

    • Initial Complaint

      Date:18/11/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 29, 2024, I received an email from Lululemon to my address of *********************** stating: "It's time. ...You've got the Gift Card. Weve got the gear. Lets connect.... Shop Bestsellers. Your lululemon gift card balance $121.77 CAD"That is as far as I scrolled on my phone and I quickly shared the good news with family members and directed them to choose Lululemon as their source for a Chrismas gift. As a result, three of us spent hours in store and online sourcing items for holiday presents.We were utterly stunned when at the cashier and informed there were no actual gift cards. My family were shamed and we all wasted hours shopping.I phoned Lululemon, who informed me it was a indication of the value of a previous gift card(s) in earlier months/years. As I reopened the email and scrolled further down, yes, indeed, there was an in-fine-print, notation in super tiny font, about the funds 'as of January 14, 2024'.I believe this scheme is taking advantage of those who are E.S.L. and falls within the manipulative deceptive advertising practices process.I phoned Lululemon and received very sympathetic staff who agreed this was unfair and I had the right to feel taken advantage of. How many grandmothers are at the cashier and too humiliated as a result of no funds on the advertised gift card, then out of shame, just pay cash/credit? I expect that was the profit vs fair/honest communication desired outcome.I heard back from "***** - Resolution Support" on November 3, 2024 and was offered only a $30 gift card, the same as the original agent on the phone. Apparently it is completely irrelevant that myself and my family spent hours shopping for the full $121.77 gift card, as advertised.I believe we were misled, for the intent of profit and I would like Lululemon to be held accountable and offer what they advertised. This is an issue of integrity and fair/honest advertising of gift card balances. *******!

    • Initial Complaint

      Date:18/11/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Never received this item.

    • Initial Complaint

      Date:15/11/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out with regard to an order that my daughter had placed (I paid for) c172944653496237. For reasons unknown, the online return system wasn't working for her - so she/I reached out via chat to Lululemon. This again should be a simple return. After an HOUR on the chat, the *** returned both items in the order (in error) despite us asking for only one to be returned. At this point, we just mailed both items back as I was done with dealing with them. After a week and a half, no informaiton about our return was availale. I went online and saw that the return was now showing "cancelled" even though we didn't cancel it and have the return information availale. Again, what should be a super simple issue to resolve - was not. I chatted again with a ***, who refused to transfer me to their manager - then we called in and again this person couldn't help and told us they would (true story) send us an email and we can ***ly to that email and have a manager contact us to figure it out (uh, what?!) Again, this is all to fix THEIR mistake with the return. I have a better idea - I can just dispute it with my credit card and go from there. Spending two hours making a return is outrageous. I am not sure what has happened with the customer service in this company but they need SERIOUS help. You can't sell $125 leggings and offer this level of service.

      Customer Answer

      Date: 28/11/2024

      Please note that AT&T has not resolved this. They had advised that they would call me back but failed to do so. Please provide an update.

      Customer Answer

      Date: 02/12/2024

      It wasn't my daughter - if you bothered to look it was my credit card. ***** again with the customer service. I resolved this with a manager so thanks for the response.

    • Initial Complaint

      Date:15/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to cancel an order an hour after I placed it and Lululemon refuses to cancel it! I just want a gift card! Not a refund!

    • Initial Complaint

      Date:14/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Leggings purchased do not reflect quality lululemon communicates. The seam has separated, appears it was secured by glue rather than stitching. I contacted lululemon regarding their quality promise return policy and was advised because it was over 1-year they would not accept, however the return policy does not state that. It is noted it is a case by case basis. I've asked for why this will not be accepted and am told they have made a decision and won't be responding any further.

    • Initial Complaint

      Date:14/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online on October 22, 2024 for 13 items, totaling $1041.60. The order was split into 2 packages, one with two items and the other with eleven items and arranged to be delivered through a third party courier. On October 24, 2024, at 11am, the smaller package arrived and was accepted by the concierge service. At 8.10pm on the same day, the courier marked the full order as delivered, but the larger package never arrived. I raised the issue with Lululemon immediately and was told that their investigations team would contact me within 4-6 days. That never happened. Eventually after contacting them multiple times, they did send me an email and told me that they are not liable for the missing order and to raise a theft report with the **** They further stated that as the building is not a 'safe location', they will not guarantee any future orders either. Lululemon marked the issue as resolved and that they 'will not be changing their decision'. I asked them to provide proof of delivery. They ignored that request. I reached out to the courier who apologized for the issue and took full responsibility, stating that no proof of delivery was ever taken at the time. Furthermore, the building security cameras show no second delivery was ever attempted on October 24th. The *** could not raise a theft report, as the camera footage clearly shows breach of contract with Lululemon and not a crime. Lululemon refuses to take any responsibility for the negligence of their own courier. They state that as the courier marked the order as 'delivered', then it must have been delivered and was stolen. Lululemon refuses to contact their own courier to confirm. The courier accepts and acknowledges that it was not delivered. I have tried to resolve this with Lululemon directly and they are refusing to engage now. I believe I am due a refund for the order that was not delivered to my mailing address and Lululemon should take up the issue with their courier for the loss.

    • Initial Complaint

      Date:14/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am attempting to return a product within the tome frame of delivery. As the product was delivered later than expected. They will not honor the delivery date. Furthermore, they just extended their "holiday return dates' but it is not inclusive to holidays celebrated before those dates therfore not inclusive as they say they are.

    • Initial Complaint

      Date:13/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi ,I placed an order from LULULEMON on their website on July 23, 2024 and totally paid $997.20 for clothing and shoes. I received them separately and decided to return all the items soon because they are not the same as pics. The tracking shows delivered on Aug 8th. They confirm that the package was received via an email and promised me a refund on a live chat on 30th after I reached out to them. To my surprise, their return department never contacted or refunded even I asked for escalation for my case countless times . I think this is an utter scam!Please help me.

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought 2x $500 Lululemon gift cards from ****** on 9/29/2024. I tried to use them on 11/3/2024 but found them have no value. Opened a case GS-********** but Lululemon refused to replace the cards stating their gift cards are treated like cash, which means if they're lost, stolen, or used without your permission, they cannot replace them. I hope the cards are like cash because I still have the cards on hand, yet the value were drained due to the faulty design of their gift cards. No cash can lose value like that. Their cards are so easy to temper with. The fraudster can easily open the package, peel off the foil, note the card number and then put them altogether like new. A simple web search would find a lot of similar cases where their gift cards were tempered, pins scratched off, or value drained. Lululemon should not allow those faulty cards be sold in local retailers and compensate unknowing consumers with their loss.

    Lululemon Athletica is NOT a BBB Accredited Business.

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