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

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

• 

  Lululemon Athletica

  5734 Sunset Drive South Miami, FL 33143

• 

  Lululemon Athletica

  2176 Northbrook Court Northbrook, IL 60062-1408

• 

  Lululemon Athletica

  153 Cumberland Street Toronto, ON M5R 1A2

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:22/11/2022

  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 order a belt bag for my daughter. She used it 2 weeks and the letters are peeling off. I reached out to the company and got this response to my email about the product being defective. So because holiday season is here, I am expected wait 2 months with defective product which is unacceptable. I responded back to the email and theyfail to act and resolve.....
  ** ********** ****** *** ******** *** ***** ********* ***** ***** ** **** ** ***** **** **** ***** ***** ******* ****** *********** ** *** *********** ****** **** ** *** ********* **** ** *** ***** ********* ****** ***** *** ***** ** ************** ******* ********** **** ***** **** *** ******* ****** ** *** ***** **** **** ** ******* *** **** **** **** **** ***** *********** **** ***** ** ***** **** *** ** ****** ** *** ****** *********** ****** **** ********** ** *** ********* ** ******** **** ***** ** *** **** ****** ******* ** ******* ***** ******* **** ******************* ******** ******* ******************* ***** ********* ***** * ********* *** *** ** **** ******** ******** *********** *** *** * ******** ********* ***** ************* *** **** *** **** **** ***** *** **** **** *** * ***** *** *** ******* *** ******* **** *** *** ** *** **** ****** * ******** **** ** **** *** **** **** *** ** *** ******* **** *** ******* ** **** ******** ** **** ******** **** **** *** ** ******* **** *** **** ****** ***** **** ******** * ***** ** ***

  Business Response

  Date: 23/11/2022

  Reaching out to the guest to provide a resolution

  Customer Answer

  Date: 28/11/2022

  
  
  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:18/11/2022

  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 placed and order with lululemon on November 8, 2022. It was delivered on November 12,2022. When opening the order I only had two items out of five. I called on on November 12,2022 to follow up about the other three items. I was told they would be delivered on November 14,2022. I called on November 15,2022 to see what’s going on I was told there wasn’t another delivery. They filed a report. On November 17,2022 I was told I can’t order to my house and they won’t refund or send the items. My package was closed and was not tampered with. I said well did u check the warehouse to see if they were not packed. His exact words were I’m going by the weight by *****. When calling ***** they said lululemon is the one that puts the weight not them. Clearly by the photo from ***** it shows there was not 5 items in the bag. Two bulky hoodies, a tank, leggings and under clothing was not in there. **** ** *** *** ***** **** **** **** **** **** ** *** * ******* ***** **** **** ** ** ** *** ***** ** ******** ** ****** *** ****** ******** ** ***** **** *** ***** **** ** ** ******* ** ** *****

  Business Response

  Date: 18/11/2022

  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 ****** would like to continue conversation around their experience, they can reach out to us at ***************** ** ** ************** and ask to speak with a member of the Resolutions Team.

  
  Thank you,

  
  Resolutions Support

  Customer Answer

  Date: 19/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/11/2022

  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 placed an order with lululemon online. I usually only order in person so I get the right fit. I had received a total of three packages through ***** and none of them were received. The doorstep in the photo that they provided isn't even mine.
  
  When I called lululemon they told me to wait 4 business days but then said I may not hear back until Nov 8?? They gave me a case number too. ******************
  
  I just want my money back. This is completely unfair and unacceptable.
  
  I did nothing wrong here except trust Lululemon to provide a good customer experience but instead I am getting a huge runaround. I even called ***** myself multiple times. I checked with all my neighbors and up and down my block.

  Business Response

  Date: 04/11/2022

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

  
  We have followed up with ***** in regards to their concern.

  
  If ***** would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team, or reply to the email sent out by the resolutions team directly. 

  
  Thank you,
  Resolutions Support

• Initial Complaint

  Date:02/11/2022

  Type:Customer Service 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 don't like to escalate things publicly but this is intolerable. As the only ***** ****** present in line I was singled out by your associate and accused of ***** at your store in *** *********. There were women in line that were not accused *****. This is all on your security camera. I tried to contact the GEC but it has been 7 business days without a response. : This occurred 10/24. I question your policies, so far I've purchased 10 leggings, 2 bras, 3 scubas, and 2 EBBs (fleece caramel and nylon grey). Most of my purchases were in person but a few were online. I've made three returns to the store: (1) one legging (unworn, I bought two of the same design) (2) a white EBB + UNWORN bra (didn't want) (3) the third return (************) was 10/24. She treated me like a ******** and I felt unwelcome. I returned 1 black fleece EBB. The last two returns were smooth I don't remember them. Gave the stuff to the guy, he entered the code on the receipt, I entered my card, and left.
  The woman kept asking to check my ID due to "store policy" which I don't remember if I did before but her attitude was weird. I didn't make a fuss at all and gave her my ID. Then she strongly implied that I didn't pay for the EBB even after I showed her the receipt.
  Relaying her tone of voice is so difficult to show through the internet but her questioning wasn't normal. She said she could ONLY refund "the card that made the purchase", "if I had it", "do I know what card made this purchase". Then she kept asking to see my ID, after I gave it to her, and insisted I didn't have the card. I showed the original card, then she said, "oh well you can just use any card". Confused I replied, "I have the card connected to my online account. This is the card that made the purchase? I made it." She didn't say anything after that, she processed the refund and handed me the receipt. I don't understand, isn't the SKU on the receipt? She didn't even read the receipt; she assumed I didn't pay for it.

  Business Response

  Date: 02/11/2022

  Thanks so much for passing this along. This case has been escalated to the Resolutions team and the guest will receive a follow up within 1-3 business days. The guest can reach out directly to the GEC with any additional questions. 

  Customer Answer

  Date: 04/11/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I sent an email to the GEC on 10/24. I inquired again through customer service on 10/28. Its going on two weeks now with no response from Lululemon for the ********* *** ******* ****** I experienced in your store. 

  This isn't a small issue like a torn legging. I, your customer with a receipt, was accused of ***** in your store. I didn't even walk through the store, I was in line to return a purchase! I was the only ***** ****** in that line and she did not accuse to any of the other women there. Again, review the camera footage from that day. I am not exaggerating any of these events or making things up. I was accused of *****, with a receipt and after showing my ID, while at the register. I was accused of ******** a product, I purchased online, that I was told you don't carry in store.

  I recently found out about the company's history. Lululemon was founded on ****** and though you make claims to have changed you certainly have not. * ******* *** ***** ******* **** *********** ** * ** ******* *** *** ******* ***** **** ** ******* ** ******* **** **** **** *** **** ***** ** **** ********* Lululemon needs to be held accountable for their ******** ********** **********

  
  Sincerely.

  Business Response

  Date: 04/11/2022

  Hello, 

  
  Thank you for bringing this complaint to our attention.

  
  We have followed up with ******* in regards to their concern.
  If ******* would like to continue conversation around their experience, they can reach out to us at [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team, or respond to the email sent to ******* by the resolutions team to schedule a call to connect regarding their concerns. 

  
  Thank you,
  Resolutions Support

• Initial Complaint

  Date:28/10/2022

  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 returned 3 items to Lululemon Athletica in October 2022, but I only received a refund for 2 items **** ******** **************.
  1) All 3 returns were processed at the same time, and all 3 items returned in the same package.
  2) The 3rd item I have not been refunded for was too small. They can see in my purchase history that I bought the same item in a size larger and was returning this smaller item, so there was no reason for me to keep this item.
  3) I've contacted Lululemon each week for the past 3 weeks about the refund for the 3rd item. The first 2 weeks they told me they were opening a 'ticket' and looking into it. The 3rd week I made the same inquiry and I was hung up on and could not get a live person to discuss the return with.
  4) I believe they lost track of the 3rd item, and so I am left to pay for an item I no longer have in my possession.

  Business Response

  Date: 28/10/2022

  We've taken a look into the matter and will reach out to connect with the guest and apologize for this experience. We'll be refunding the $50.88 for **** ****** *******back to the guest's ****** account.

  Customer Answer

  Date: 05/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has been a week and I still have not received a refund from Lululemon.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 18/11/2022

  Hello, 

  
  Thank you for bringing this complaint to our attention.

  
  We have processed a refund of $50.88USD for the **** ****** on October 28,2022. ******** used a third party payment service, ****** when originally placing their order. The refund does flow through immediately on our end, however ****** does have a processing timeline of up to 30 days. As this refund was processed on October 28th 2022, ******** will see this reflected on there end by Nov 27, 2022.
  
  If ******** would like to continue conversation around their experience, they can reach out to us at ***************** ** ** ************** and ask to speak with a member of the Resolutions Team.
  
  Thank you,
  
  Resolutions Support

  Customer Answer

  Date: 18/11/2022

  
  
  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:26/10/2022

  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 want to make a complaint about Lululemon, their customer service, and polices. They refuse to take any responsibility for the mistakes that they or their shipping courier make - sending incorrect items, lost packages, items with alarm tags on them, damaged or stained items… the list goes on. Instead of fixing these problems that seem to keep occuring over the years they just tell me to constant my financial institution or have ship items to a store. *** *** **** *** * **** ******** **** * ******* **** ****** ******* ********* ****

  Business Response

  Date: 02/11/2022

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

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Lululemon sent me the incorrect item. * ***** ** *** **** ** ******* ** ** ***** ******* And therefore they are refusing to send me the item that I actually purchased and/or refund me.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:20/10/2022

  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.

  My daughter and I were in the ******* ** ***** ** *** ********** **** to do an exchange on a top. We were being “helped” by a customer service rep named Sally.
  When I asked Sally about the exchange policy, I was met with some serious resistance. My daughter had her receipt and the tags were still on the shirt. Sally looked at the receipt and asked me if my daughter was a first responder. I told her no, that her discount was through a CF1 card. *** ****** *** **** ** *** ******** ***** ****** *** ** *****. Sally then said, very loudly, that **** should not have received the discount because she is not a first responder. After a few minutes of her reviewing the receipt and the shirt, she announced again, very loudly, that she would not be exchanging the item. *** **** ** **** ** ** *** ***** *** ***** *** **** ******* ** *** **** ** ***** ** *** ******** I assured her that:1. My daughter did not wear the item and 2. That the discount was valid. I pulled a CF1 card from my wallet and showed it to her *** ***** **** *** *** **** ** ****** ********* **** *** ******* ******* ** *** ******* ********. I then asked her for her name and asked her to excuse herself. She went into the back room.
  * ** * ** **** *** ****** * **** ****** **** **** ******* ** ***** ** **** *****. She was obtuse, loud, and seemed to feel as though I was not worthy of her time.
  My daughter bought the second shirt in the appropriate size and we left. She now has one shirt that she can wear, and one that she cannot.
  ** **** ******* ** **** *********** *** ** ****** **** **** ***** *** ********. The item had the receipt and the tags still on it. We just want to (now) get a refund, as she cannot wear the shirt. If Sally had just listened, she would have know that an exchange was warranted and within their policies.
  For your consideration

  Business Response

  Date: 20/10/2022

  Hello, 

  
  Thank you for bringing this complaint to our attention.

  
  We have followed up with ***** in regards to their concern.
  If ***** would like to continue conversation around their experience, they can reach out to us at ***************** ** ** ************** and ask to speak with a member of the Resolutions Team.

  Thank you,
  Resolutions Support

  Customer Answer

  Date: 21/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:no one from LuLuLemon has contacted me-they simply asked for my phone number.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 21/10/2022

  Hello.
  
  Thank you for bringing this complaint to our attention.
  
  We have attempted to contact ***** by phone on 10/20/2022 at 3:40PM MDT. We were unsuccessful and followed up with ***** via email confirming the phone number was correct, requesting a date and time to schedule a follow up call. ***** responded to this email on 10/20/2022 at 4:02PM MDT indicating the phone number was correct, Replying with "usually call anytime". Our team tried to call ***** again at 4:23PM MDT, again unsuccessful. Left another voicemail and followed up with ***** through email again requesting a date and time to schedule a follow-up call directly.
  
  We have yet to receive a response to this email.
  
  If ***** would like to continue conversation around their experience, they can reach out to us at ***************** ** ** ************** and ask to speak with a member of the Resolutions Team, or respond directly to the email requesting a date and time to schedule a follow-up call.
  
  
  Thank you.
  
  
  Resolution Support
  
  

  Customer Answer

  Date: 24/10/2022

  
  
  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:20/10/2022

  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 put in an order on the 11th of this month. It was supposed to arrive on the 17th and so I was patient and just kept waiting but the 17th rolled around and nothing. I called and they told me to wait until the 19th and THEN reach out. I reached out once more to see if I could get answers before the 19th but again was told to wait and that it was probably just a carrier issue. According to the carrier website, however they never even received the package.
  Fast forward to the 19th and still no package. I reached out and obviously the package was lost. They refunded the package and THEN told me it would be 3-10 business days and that couldn’t be applied to reordering everything I had already ordered. They also told me due to a system glitch they couldn’t help me and I’d have to reorder myself. And then on top of that an item I had been told two days ago was not at risk of being out of stock was out of stock.
  
  The customer service has been horrible. They’ve offered me a $15 gift card which doesn’t even cover half of one item and is frankly insulting. I thought Lululemon was supposed to have good customer service but I’ve just been passed around, no one has helped, and I’ve been thoroughly disappointed.

  Business Response

  Date: 21/10/2022

  Hello, 

  
  Thank you for bringing this complaint to our attention.

  
  We have 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 1.877.263.9300 and ask to speak with a member of the Resolutions Team.

  
  Thank you,

  
  Resolutions Support

• Initial Complaint

  Date:18/10/2022

  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 made a very sizeable order with lululemon, returned as told, and was missing 30.43 to my credit card and **** **** ***** ****** **** **** ***** *******, to my gift cards to be reissused to new gift cards. I have been on chat, now SIX times, with Lululemon NEVER once getting back to me when i was told SIX different times they would (******************).
  
  I am livid. I need my gift cards back and that money to my credit card. This has been absolutely ridiculous and makes me NEVER want to shop here again.

  Business Response

  Date: 18/10/2022

  Hello, 
  
  Thank you for bringing this complaint to our attention.
  
  We have 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 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
  
  Thank you,
  
  Resolutions Support

• Initial Complaint

  Date:18/10/2022

  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.

  For three months now we have been trying to get the hardware (which we already paid for) to re-install my Mirror. * **** ****** ******** ** * ****** ** ** * **** ****** ** ***. **** the reason I spent almost $1800 on the Mirror. It took me TWO YEARS to pay it off. And what is it now? It is an $1800 PAPER WEIGHT! The mounting hardware we received was incorrect and supposed "supply chain" issues are preventing the correct hardware to be shipped and there is no foreseeable date that can be given. 
  
  ********* ** * *** ******* ******** ***** ** * ******** * ******* **** **** *** ****** ******* I have spent hours calling and trying to get this resolved over the phone. As nice as customer service reps are - this is unacceptable to not resolve this issue. with this simple solution: 
  Ship me a new mirror and pick up the old Mirror. It is all packaged up. 

  Business Response

  Date: 18/10/2022

  Hello, 

  
  Thank you for bringing this complaint to our attention.

  
  We have 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 1.877.263.9300 and ask to speak with a member of the Resolutions Team.
  Thank you,

  
  Resolutions Support