Complaints

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

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• 

  Lululemon Athletica

  400 1818 Cornwall Ave Vancouver, BC V6J 1C7

• 

  Lululemon Athletica

  21 Furnace St Akron, OH 44308-1959

• 

  Lululemon Athletica

  25 the West Mall Entrance #1 - Unit 1328A, Box 146 Etobicoke, ON M9C 1B8

• 

  Lululemon Athletica

  3597 E Monarch Sky Ln # 100 Meridian, ID 83646

• 

  Lululemon Athletica

  1077 Bellevue Sq Bellevue, WA 98004-5019

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.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Lululemon revoked a first responder discount I qualify for under the terms of their program and they will not explain to me why or provide any options for reinstatement

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 recently reached out to lululemon about their product being defective; I have a pair of capri pants where the pocket on the side (for phones etc) has come off of the pant. Theres no tear, no fraying of material, the glue they use to attach the pocket to the pant leg has become defective. I reached out, provided ample proof; photos, proper item identification, and they have given no compensation for the product.

• Initial Complaint

  Date:30/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 express my deep frustration and disappointment regarding an unresolved issue with my recent order. This order was meant to be a birthday gift, and the entire experience has been incredibly upsetting.I never received my order, which was already a significant letdown given that it was intended as a special gift. I contacted your live support team, and the agent I spoke with assured me that I would be compensated with a $30 gift card and that my order would be refunded after a few days. However, it has been some time now, and I have not received either the refund or the gift card.When I reached out to another agent for assistance, I was told that there is no record of the previous conversation or the promised compensation. This lack of communication and follow-through is unacceptable. Not only am I out of the money spent on the order, but I am also left without the gift I intended to give.I am requesting an immediate refund of my order, as this situation has caused me considerable stress and disappointment. Additionally, I expect the promised $30 gift card to be issued promptly to compensate for the inconvenience and frustration this has caused.I hope this matter can be resolved swiftly, as I am already missing out on both the money spent and the intended birthday gift.

  Customer Answer

  Date: 30/08/2024

  ****

• Initial Complaint

  Date:27/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  A gift card was purchased for me by friends on August 13, 2024. I received it on August 17 and tried to redeem it the following morning on August 18, 2024. When I opened it I noticed there was a deep scratch in the black swipe bar of the card but thought nothing of it, and when I went to scratch off the card number the PIN was completely blank. I called customer service in hopes of getting the PIN, but once I gave him the card number he told me it had already been used in ***********. He opened a case for me and told me to wait.I received an email 4 days later stating that since the card had been used there was nothing they could do. I called customer service back and another lady told me they'd had fraud issues lately and she re-opened my case. I emailed them the gift receipt for the card showing the date of purchase/amount uploaded/register used, and sent in a picture of the back of the gift card showing it had clearly been tampered with.I received a follow-up email from ******************* that evening stating that the card was a clear evidence of tampering but that since someone else used it they wouldn't honor the card and re-issue or give me store credit. Even though they can see, and told me, it was used in *********** and are aware it wasn't me who used it.They also told me it was used on August 18th, which is the same day I called customer service, so it feels weird to me. If money was put on it 5 days prior what are the odds they didn't use it until they day I called their own customer service to ask about it. And he acted weird when I gave him the card number, made me repeat it, and then told me it had been used in *********** ... but not apparently until that same exact day even though they're in different time zones? Just fishy, and they have not responded when I asked them to look into the agent who talked to me on August 18th.Very frustrating situation.

• Initial Complaint

  Date:26/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Lululemon advertises a military discount. I am ********************* I was verified through their Sheen verification system, during which I encountered several glitches. After I was verified I was told the military discount would automatically show up on my online account, which it NEVER did show up. I then proceeded to place TWO orders which the company charged me for, then cancelled several weeks later.I have reached out to the company over a dozen times regarding the above complaints. They only answer I receive is "we will look into it." I requested the military discount show up on my online account, and they did not fix the issue. I have also asked how do I get an order that I placed delivered to me and they will also not provide an answer.

• Initial Complaint

  Date:26/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 six orders on Lululemons website at the end of June and early July 2024. The order numbers and corresponding tracking numbers are as follows:- Order Number: c171984993254631, Tracking Number: NH0KNGRGCXZZ - Order Number: c171948998591281, Tracking Number: N13EIM5HC40D - Order Number: c171967921177881, Tracking Number: B29SWTBRNKPQ - Order Number: c171967980085726, Tracking Number: ZJQXO4Z9LWDR - Order Number: c171984024116911, Tracking Number: PDEN4KGGUTTE - Order Number: c171984819628676, Tracking Number: W8C99EPOMHDP On July 4th, the delivery failed because the delivery address was closed. The packages were not re-delivered. I contacted the carrier, and they advised me to reach out to Lululemon. However, Lululemon refused to address the issue, citing that the delivery address is a forwarding company.The tracking information shows that the delivery failed because the business was closed. If the packages are not in the carrier's warehouse, they have likely been returned to Lululemon.I request that Lululemon either issue a refund or re-ship these orders.

• Initial Complaint

  Date:26/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In June *********************************** the amount of $141 to Lululemon for merchandise that was supposed to be shipped to my house. I totally forgot about the items until I was reviewing my online account with ******************** this summer due to problems with an order, not arriving, I noticed that a previous order had also not arrived from June 2023 they have not been cooperative in giving me a refund and tried to blame the issues on ******* ****** shows me that no refund was actually initiated through Lululemon Lululemon first told me to wait 10 business days for the refund to appear. I waited 10 business days and no refund appeared , they told me it would take 30 days for the refund to appear. They told me it was a Canada post issue and I should perhaps contact the local authorities to see where my package was but I assured them that Canada never delivered the package I have screenshots of various conversations via the Lululemon chat, where they have agreed to give me a refund and then all of a sudden they have not agreed to give me a refund. This is a considerable amount of money to have spent to have not received the items that I ordered I am hoping that it can be resolved.

• Initial Complaint

  Date:21/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 purchased a product (black city sweat joggers) a little over a year ago, which has major pilling issues that should not have occurred in this span of time. The issue started within 5 months and progressed quickly. I had assumed I had plenty of time as a previous product I owned had the same issue happen and I was able to get it replaced after more than two years of owning it. After submitting a service request, it was denied as the product was over a year old. I asked if the policy has changed, and the first reply I received started that it had not. After looking online, I discovered that the policy did indeed change in April 2024. I then stated that as part of Canadian consumer laws, the original policy at the time of purchase is binding. The following replies all ignored the consumer law, and the refused to acknowledge this. Then they finally confirmed that the policy did change in April. So first of all, I was lied to when I was told that the policy did not change and only when I called them out on it did they admit it changed. Secondly, I had mentioned several times that the terms and conditions of the policy at the time of purchase would be binding - regardless of any future policy updates - and they continued to turn a blind eye to this. This is extremely disappointing to not only be lied to, but to see a large company not care about consumer laws. At this point, I dont even want to receive an exchange or credit. I would like a full refund of my product as I will no longer be shopping at lululemon.

  Business Response

  Date: 21/08/2024

  Hello,  
  
  Thank you for bringing this complaint to our attention. We will follow up with **** within the next 3 to 5 business days to address their concerns.
  
  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
  
  Case I-608836

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22172005
  
  I am rejecting this response because:

  This is not a resolution, just a reiteration of was was emailed to me previously. I understand that the can change, but that should only affect purchases going forward. You claim to stand by your product, but refuse to honour the policy at the time of purchase. This has been an awful experience compared to prior experiences, and its sad to say that I can no longer support a company.

  I am requesting a refund, and I am more than willing to send back the product. I will no longer purchase anything from lululemon, and I would like all accounts under my email to be deleted.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:20/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on July 25th for in-store pick up at the Lululemon store at the ****************, ******************************************************. The store marked the order as picked up, even though I did not pick up the order and are refusing to process the refund for goods I did not received. I have contacted the store and online support, they are refusing to help. The store policy states that orders that are not picked up will be canceled and refunded. The store is committing fraud by claiming that I picked up the order when I did not.

  Business Response

  Date: 20/08/2024

  Hello,  
  
  Thank you for bringing this complaint to our attention. We will follow 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 
  

• Initial Complaint

  Date:19/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 purchased a gift card for $100 on 6/19/2024 to lululemon and went with my daughter to use it in August. My daughter scratched the strip to reveal gift card number and pin in front of staff at check out and we were told card was invalid and said 0 balance. Contacted lululemon guest service number given and I was told it was used on 7/11/24 and they could not replace it even if it was used without my permission no exceptions. The staff witnessed my daughter scratch off strip and we were told that it happens if we bought it from a grocery store. If it happens and they werent surprised they shouldnt sell gift cards in grocery stores. I dont understand how it happened if the strip was not scratched off before we got to the counter we should receive a replacement gift card.

  Business Response

  Date: 19/08/2024

  Hello, 
  
  Thank you for bringing this complaint to our attention. 
  
  We have followed up with Renee 
  
  At this time the case you are reaching out about, GS-1000401002 is considered resolved. We are unable to support further. 
   
  If you there any other questions or concerns not regarding this case I would be more than happy to support, they can reach out to us at ****************************** or at **************.  
  
  Thank you, 
  Resolutions Support 

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22155633
  
  I am rejecting this response because:

  My complaint was not resolved in anyway. I was only told they could not help me replace my gift card that was somehow already used when we went to use in store. I was told the card was used on July 11th online and to reply if I used it on that day and if I didnt the issue would be escalated and resolved for me. I did not use on July 11th and the issue was not resolved for me. They can tell who used in on July 11th and it wasnt me they should replace the card. 
  
  Sincerely,
  
  ***************************