Business Profile

Clothing

Lululemon Athletica

Headquarters

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

512 total complaints in the last 3 years.
182 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.

Initial Complaint
Date:07/08/2024
Type:Product 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 wanted to return two pairs of underwear purchased at the ************, CA store. The worker told me that they could not return the product despite the underwear being unused, unwashed, and in original packaging.
Business Response
Date: 07/08/2024
Hello,

Thank you for bringing this complaint to our attention.

We have created a case to followed up with ****** in regards to their concern within the next 1-3 business days.

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
Customer Answer
Date: 07/08/2024

Complaint: 22107996

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:07/08/2024
Type:Product 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 got a store credit of $169 from the Lululemon Newmarket location beginning of Feb, and after a couple of days when I wanted to make a purchase online, I then scrapped the pin but the ******************** APP shows that the balance is $0. I immediately contacted the customer service team and was told that there was a technical issue and the amount would be refunded to my account soon. However, when I followed up again, I was told that the credit was used and therefore I wouldn't be refunded, even though the card given to me was brand new and I never used it. I called Lululmon support a couple of times later, one of the agent provided me with the information of where the credit went: ********************************* ******************************* My gift card was stolen before I even used it, Lululemon is very aware of the situation however they refused to give my money back. I filed the police report, but due to the transaction happened online and the account is in **, they are not able to do anything. I then went back to the store and the staff there was friendly and told me that they would issue a store credit, however the head office rejected again and said they wouldn't give my money back with no reason.
Business Response
Date: 07/08/2024
Hello,

Thank you for bringing this complaint to our attention.

We have created a case and will followed up with ***** in regards to their concern within the next 1-3 business days.

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
Customer Answer
Date: 11/08/2024

Complaint: 22103363

I am rejecting this response because:

They said they were not responsible and won't do anything. See attached

Sincerely,

***************************
Business Response
Date: 12/08/2024
Hi *****,

Thank you for your patience and understanding as we look into your gift card issue.

While we're sorry to hear about your recent experience regarding your gift cardour gift cards are treated like cash, which means if they're lost, stolen, or used without your permission, we cant replace them.?

For your next steps, we recommend filing a police report. If your local law enforcement agency does pursue an investigation, rest assured that our internal teams will support their investigation to the best of our abilities. If you have any further questions regarding our gift card policy, it can be found under our gift card Terms and Conditions.

We want to value your time and let you know in advance that we are unable to make exceptions from our policy.

Warmly,

Resolutions Support
Customer Answer
Date: 12/08/2024

Complaint: 22103363

I am rejecting this response because:
This didn't solve my issue and they refuse to take responsibility for the funds they took from us and give it to the thief

Sincerely,

***************************
Initial Complaint
Date:06/08/2024
Type:Product 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.
Gift Card Issuance: Received a $134 gift card via email on July 30, 2024, as a refund for returning leggings under Lululemon's Quality Promise program.Redemption Issue: The card was fraudulently redeemed on July 30 at 11:50 PM PT while I was asleep, as I reside in the east coast which could be almost 3am ET. I did not redeem it, as it was still in my possession. Since I wasn't planning to shop at lululemon soon, I only gave the card to a friend on the morning of July 31, which was after the fraudulent redemption, and we didn't realize that the card was invalid at that time.Business Commitment: Lululemon committed to providing a functional $134 gift card as a refund for the returned leggings under their Quality Promise program.Nature of Dispute: The dispute involves a $134 Lululemon gift card fraudulently redeemed before I used it. Despite reporting this and a possible system glitch, Lululemon has not resolved the issue or issued a replacement or refund. Over 30 others report similar problems.Business Response: Lululemon customer service suggested a possible system glitch and advised filing a police report. The police cannot intervene without transaction details, which Lululemon has refused to provide due to privacy policy restrictions. No replacement or refund has been offered.Whether Issue Involves Advertising: Yes, the issue involves advertising. The refund was issued as part of Lululemons Quality Promise program, which is advertised on their website as guaranteeing refunds for defective items.
Business Response
Date: 06/08/2024
Hello,

Thank you for bringing this complaint to our attention. We have followed up with ****** in regards to their concern in the case GS-1000325475. We will reach back out by the end of today (08.06/2024) to continue the conversation.

Thank you,

Resolutions Support
Customer Answer
Date: 07/08/2024

Complaint: 22090663
I am rejecting this response because I have not yet received answers to the 5 questions I previously sent regarding the resolution. I would like those questions to be thoroughly addressed before considering the proposed solution or any alternatives. Thank you.
Sincerely,

*****************
Business Response
Date: 07/08/2024
Hello,

Thank you for bringing this complaint to our attention.

We have followed up with ****** today 8.07.2024, via phone conversation as well as a detailed explanation through email 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:30/07/2024
Type:Product Issues
Status:
ResolvedMore 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 quality promise states that customers can return any product that does not perform with in 5 years. I received a top less than 7 months ago. Ive experienced excess pilling. So much that I cannot comfortably wear the top. I filled out the required form and sent in photos. I received emails back that my item does not qualify because Ive had it for more than one year but that is simply not the case. I explained that no, *** only owned it 7 months and they still will not allow me to return the defective top
Business Response
Date: 30/07/2024
Hello,

Thank you for bringing this complaint to our attention.

Our Returns Team has followed up with *********;******** in regards to their concern.

At this time the case you are reaching out about,GS-1000192639 is considered resolved. We suggest ************************* follows the offers that our Returns Team has provided.

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
Initial Complaint
Date:30/07/2024
Type:Billing Issues
Status:
ResolvedMore 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 lululemon $100.00 gift card at Kroger's at ************* in *********** **** July 7th, 2024.Went to lululemon on July 10th, 2024, in ***********, **** to use the Gift card and the cashier said it was an invalid Gift Card, so I went to Kroger's where it was purchased, and they did research and seen where the pin number was not printed on the card. ******'s said to contact lululemon and I did contact the corporate office July 11th 2024 after finally waiting several weeks to hear back from lululemon I had to call them again July 29th 2024 to find out where I stood on giving a $100.00 credit for the card that they said was invalid and to contact my credit card company and to dispute the charges. It is very disappointing and wrong to do this to the consumer that neither ******'s nor lululemon will stand behind the gift card of $100.00. I am sure this is not the first time that this has happened. I would appreciate and any support or resolve in this matter. I would be satisfied with another gift card of $100.00 to replace the invalid one that is not my fault. To me ******'s made $100.00 and I got nothing for it and to me it is basically stealing from the consumer. I have receipts and pictures as well if needed.
Business Response
Date: 30/07/2024
Hello,

Thank you for bringing this complaint to our attention.

We've assisted the guest as best we can and educated our policies. At this time we cannot support further.

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:27/07/2024
Type:Product Issues
Status:
ResolvedMore 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 5 shirts from a Lululemon retail store in *******, **. They cost $78 + 6.5% sales tax each ($415.35 total). After wearing 1 shirt once, I noticed signs of damage. I took the damaged shirt and the 4 unworn stores to be returned, but because I had removed the labels they refused **** contacted Lululemon online support. First they said they would refund my credit card for the damaged shirt, but then their follow-up email said they could only provide a gift card. As for the other 4 unworn shirts, the only option was a gift card. This is not an acceptable resolution. I read up about this product, and here are user reviews from the company website:"Quality control issues are getting wild. So bummed about the quality of this shirt. Fit is great, but after 2 washes, it is literally coming apart in multiple locations.Shirt torn in armpit area after less than two weeks of ownership"The shirt ripped after first wear do not recommend buying this shirt"My shirt developed a hole after wearing it twice."Try to talk to customer service about this and they were no help. Very frustrating situation when the worst customer service situations Ive ever experienced."(Ref: ****************************************************************************************************)It looks like they are knowingly selling a defective product. Other customers have brought this up to then, but they continue to sell it and will not properly refund. A gift card is not a proper resolution, as I have no intention of buying the same faulty product!
Business Response
Date: 29/07/2024
Hello,

Thank you for bringing this complaint to our attention.

We had followed 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 Resolutions Team.

Thank you,

Resolutions Support
Customer Answer
Date: 30/07/2024

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
Date:26/07/2024
Type:Product Issues
Status:
ResolvedMore 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 did not receive my order a few days ago. The shipping process was longer than anytime before, and the agent always said I would receive products I ordered finally. However, I still not receive it before I start my international travel!!! I have to report the lost. The only photo in shipping information could not prove this is my apartment. Lululemon GEC just now told me that they refused to offer me refund or replacement. I am in the travel so it means police could not help me, and it is not my duty to contact the police. Lululemon never notice me my address have the risk of lost before. It is really irresponsible not to compensate me for my losses without any warning! I am a loyal customer before this thing happened! At least, I apply for the whole refund in this time ( Contacting me by the email address if they could see)!!!
Business Response
Date: 26/07/2024
Hello,

Thank you for bringing this complaint to our attention.

We've assisted the guest as best we can and educated our policies. At this time we cannot support further.

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:23/07/2024
Type:Product Issues
Status:
ResolvedMore 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 file a formal complaint against Lululemon Athletica **** regarding a recent issue with an order that has severely impacted my experience as a customer.Since becoming a regular customer, I have frequently used Apple Pay for my purchases without incident. Recently, however, I encountered a significant problem with an order totaling nearly $700. This order, which I placed using both my credit card and gift cards received from previous returns, was inexplicably delivered to a completely different address. I only became aware of this when I received delivery confirmation emails for an address I do not reside at, and the package was signed for under my name, despite my not being present to receive it.Upon contacting Lululemon customer service, I was informed that they would initiate a "trace" to locate the package and promised a response within 6 business days. Regrettably, no such response was received within the stated timeframe. After contacting them again, I was informed that due to the package being signed for, they were unable to issue a refund or resend the products to the correct address.I must emphasize that the signature on the package was not mine, and I firmly believe this to be an error either on the part of the delivery company or a case of misappropriation. Despite explaining this to Lululemon's customer service representatives, they have been unwilling to initiate a thorough investigation or provide a satisfactory resolution.As a loyal customer who has consistently chosen ******************** for my activewear needs, I find this treatment unacceptable and uncharacteristic of the company's reputation for customer service. Therefore, I am requesting the following actions to be taken immediately:A full refund of $700 to be credited back to my credit card, as originally paid for the order.I trust that the Better Business Bureau will assist in facilitating a resolution to this matter promptly.
Business Response
Date: 23/07/2024

Hello,

Thank you for bringing this complaint to our attention. We have followed up with ***** in regards to their concern in the case GS-1000169796.
Warmest,
Resolutions Support
Initial Complaint
Date:22/07/2024
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.
Submitted 8 items through their performance return program: January 6, 2024. The return number is: br777535. Approximate retail price of items returned $770. Received by warehouse: February 23, 2024. Tracking number submitted below. After 5+ months of waiting for a resolution, the company is saying that the items I sent were not received and will not provide me any sort of compensation even though I lost almost $800 worth of items. In reality, I think the warehouse lost my items in the 5 month span of this return and is now trying to cover it up saying that I never sent the items even though I have screenshots of the tracking that say everything was delivered. **************** has been unhelpful stating that the matter has been resolved even though I have been shown no resolution or remorse for the entire situation. I have also contacted customer service for updates a few times a month from February to July regarding an update and was never given one until now. Only told to wait 1-3 days for a response which I never received.
Business Response
Date: 22/07/2024
Hi,
We had reached out to the guest on 7/21.
Thank you,
Resolutions Support
Customer Answer
Date: 23/07/2024

Complaint: 22022270

I am rejecting this response because: I am not satisfied with the resolution. I have attached their latest email to me stating that the case was considered resolved since they did not receive the items which is a bold face lie since I have proof of **** tracking stating the items were delivered to the warehouse on February 23, 2024. They have provided no clarity as to where my $800 worth of items have disappeared to and that is why they need to be held accountable. Take ownership and responsibility of your mistakes as a business so we can move on with this 5+ month situation.

Sincerely,

*******************************
Business Response
Date: 23/07/2024

Hello,

Thank you for bringing this complaint to our attention. We have followed up with ********* in regards to their concern in case GS-1000052785

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
Customer Answer
Date: 24/07/2024

Complaint: 22022270

I am rejecting this response because: I have already been in contact with several people from the resolutions team. I have sent 6 emails, online chatted 10 or more times, and also spoke on the phone to the resolutions team several times in the past 6 months regarding this return. I have been told EVERY time to wait 1-3 business days for a response. I am either left hanging and get no response, or I get a robotic response saying that the resolutions team will be in contact with me soon and then I never get any sort of resolution. My items were delivered to their warehouse and they are lying saying that they never were. I have a tracking number to prove it! I have attached two of the many emails I have sent in the last 6 months regarding this issue. I will no longer be reaching out to lululemons resolutions team as I have done so over 10 times before and nothing has actually been resolved. I will wait for an answer through this chat about where my items disappeared to after they were delivered to their warehouse and I expected to be compensated for their mistakes.

Sincerely,

*******************************
Initial Complaint
Date:19/07/2024
Type:Product Issues
Status:
ResolvedMore 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 initiated a return through Lululemon. After packaging the item according to their guidelines, I scheduled a pickup with ****** the chosen delivery service for returns. A ***** representative came to pick up the package from my location as scheduled. However, despite the package being collected by ****** it did not reach its intended destination and is now considered lost.I want to emphasize that I followed all procedures correctly and that the package being lost is entirely due to an error or mishap on *****'s part, not mine. As a result, I find it unfair that I am expected to bear the loss of the package.I had actively followed up with Lululemon regarding the refund via apple message, agent promised refund for the lost package.Despite numerous inquiries and follow-*** with both ***** and Lululemon, Lululemon had created the case #: GS-**********, I have not received a refund for the lost item.I am deeply dissatisfied with the resolution provided thus far and feel that my concerns have not been adequately addressed.
Business Response
Date: 19/07/2024
Hello,

Thank you for bringing this complaint to our attention.

Please know our warehouse team is unable to process a return refund if our warehouse does not receive the returned package. We are unable to offer any additional resolution for this experience.

If ****** would like to continue conversation around their experience, they?can feel free to reach out to us and reference their?original incident number *********************************?or at ************** and ask to be followed up by a member of the Resolutions Team.

Thank you,

Resolutions Support

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This business has 1 alert

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Customer Complaints Summary

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Lululemon Athletica is NOT a BBB Accredited Business.