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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:28/10/2024

      Type:Customer Service 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.
      This month, I visited Lululemons store at the ************* location (*********************************************************************************) becausea pleated skirt I bought was damaged after one wash (I followed their laundry instructions and only ran tumble dry on low heat). A staff named ***** helped me, and told me that because I couldnt find the receipt, I could do an exchange if I provided my ID. She also checked the inventory and told me the color I had was unavailable but there are other colors to choose from. All of these suggested me to that this would be an even exchange. I left to bring my ID and went back the same afternoon. She took down my personal information, including my ID and my email, and then she said the color I had was on sale at almost 50% off, so in order to do an exchange, I needed to pay the difference of $40! I said this is highly unprofessional because she didnt mention the price difference when I went the first time, and as a result, I wasted my time to go back for the second time. She was not apologetic and just said we didnt process the exchange the first time, so she didnt see the price difference. I refused this option and asked her to delete my personal information. She said she did, but later that day, I started to receive restless emails from Lululemon. Apparently, she lied about deleting my email, so I suspect that she also kept the record of my personal ID.Later, I went to another Lululemon location, and their store staff was able to do an even exchange for me because of their quality promise without any hassle.Therefore, the issues Im reporting here are specific to this store location. To summarize, the issues are (i) unprofessional customer service and (ii) fraudulently retained my personal information.

      Customer Answer

      Date: 28/10/2024

      Yige Song

       

    • Initial Complaint

      Date:24/10/2024

      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.
      Made a online order with Lululemon 09-10-2024, claimed it had delivered to my address 17-10-2024. After not receiving my order I reached out to support who said they would start a trace to find my order and get me a resolution within 5 business days, they emailed me 23-10-2024 stating they would not help me with a resolution. All they stated was "As we cant guarantee deliveries to your current address, any future orders associated with your information will be at your own risk. This means we won't be able to file any future traces or credit you back for any orders that go missing." Yet this was my very first order with Lululemon. Just overall very upset about this transaction and not even getting my order.

    • Initial Complaint

      Date:23/10/2024

      Type:Billing 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 purchases a Lululemon gift card from ****** in **********, ** at a value of $25. I had the gift card in my possession the whole time and I tried to add to my wife Lululemon account and it did not work. I contacted Lululemon and they told me that they treated gift card like cash and the risk of loss and title for the gift card was on the buyer once the sale of the gift card was complete. My issue is that the gift card has been in my possession and in original packaging until the day I tried to load it to the account. The only people that knows the card number and pin is ******************** and/or the company they use to create the gift card. Its my understanding they made no attempt on any internal investigation on how the gift card was used. They have asked me to file a police report to initiate an investigation. This is interesting since Im trying to file it against lululemon for fraud.

    • Initial Complaint

      Date:22/10/2024

      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.
      My family knows my love for lululemon and always gives me gift cards for my birthday and Christmas. Never had an issue. Received a gift card from my mother on 8/4/2024 for $50. The card was unused with the seal still covering the gift card number and pin. I attempted to use the gift card for an online purchase and received an error. I contacted customer support on multiple occasions with no solution. Was told it was used already on 8/13/2024. That would be impossible with the number and pin being secure. ******************** no longer responds in communication. Ive been a customer for over 10+ years with over $3,000 in purchases. Absolutely appalled by the treatment.

    • Initial Complaint

      Date:22/10/2024

      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 visited your store in ******, ** at The Domain on 9/28/24. I returned several items totaling $317.17 that was put onto a Lululemon Gift Card. I do recognize that the gift card should be treated as cash, but I have the receipt in hand with all of the transaction information. Someone at Lululemon should be able to electronically pull up the gift card number and verify if the funds have been used. If the funds on the gift card are still available, I am simply asking that the original gift card be deactivated and a new gift card be provided to the email on my account with ********************. I have been a loyal customer for many years, and am hoping that the company will help me make an exception for a gift card that went seemingly missing. Thank you for your time and consideration.

    • Initial Complaint

      Date:21/10/2024

      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.
      Package marked "delivered". Never recieved items, contacted Lululemon customer service and said I had to wait 10 days before they can speak to me.

    • Initial Complaint

      Date:18/10/2024

      Type:Billing 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 one Mirror and two years later another was ordered. I called and waited for follow up after following up from escalation department. They could not provide to me any info with customer service other than yes, charged for two mirrors-I inquired about shipping, order-etc.-no follow up has been well over 30 days on this last attempt

    • Initial Complaint

      Date:16/10/2024

      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 writing to formally raise a complaint regarding an issue with a recent return and refund request. On 9/18/2024, I mailed back two sweatshirts from my in-store order [1-10639-1-178229-2024-09-01], and return number (br0000027139) both of which were shipped in the same package. However, when i called on 10/16/24 to ask about the status of my order, I received conflicting information. The first information confirmed that two items were received and when I questioned the amount of my refund, I was informed by the customer service team member that only one sweatshirt was received, and that the second item returned was an incorrect item. This claim is entirely inaccurate.I would like to clarify that both items returned were the correct sweatshirts from the original order, as per your return policy. I have followed all instructions carefully to ensure the proper handling of this return. Your refusal to process the refund for the second sweatshirt is deeply concerning and appears to be based on an erroneous report.I kindly request that you initiate a thorough investigation into this matter. I am also asking for you to review any return logs, package weight records, and any other relevant documentation or communications to resolve this issue fairly and promptly.I have been a customer for over 12 years and I am extremely disappointed and sad by the way this situation has been handled. I am attaching all relevant receipts regarding this matter.

    • Initial Complaint

      Date:16/10/2024

      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.
      My order with lululemon was placed on 9/14/24 and was shipped out on 9/15/24 My order was marked delivered on 9/16/24 I ordered two items and it was then split into to bags/packages and neither item was delivered to my house.Proof of delivery photo is not at my house!I reach out to lululemon and let them know this and was told they had to then open an investigation into why I did not receive the items and it would take 7 days!I have not received the items or my money back as of yet!Be warned if you shop online with this company!

    • Initial Complaint

      Date:16/10/2024

      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.
      Dear BBB,I am writing to file a formal complaint against Lululemon regarding a gift card issue that I have been unable to resolve through their customer service channels.On February 12, 2024, I received a Lululemon gift card worth $50. However, I recently discovered that the gift card was redeemed on April 1, 2024, without my knowledge or authorization. I have contacted Lululemon's customer service, and they informed me that their system shows the card was activated and redeemed but are unable to provide any specific transaction details due to their privacy policy.I find this response unsatisfactory, as I am concerned about the possibility of fraudulent activity involving my gift card. I believe it is essential for customers to have access to information regarding unauthorized transactions, especially when it involves their own property.Despite my attempts to seek resolution, I feel that my concerns have not been adequately addressed. I am seeking assistance from the BBB to help facilitate a resolution with Lululemon, as I believe it is important for the company to take responsibility for safeguarding their customers' assets and provide transparency in such matters.Thank you for your attention to this issue. I hope to see a prompt resolution.Sincerely,

    Lululemon Athletica is NOT a BBB Accredited Business.

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