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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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    Customer Complaints Summary

    • 510 total complaints in the last 3 years.
    • 181 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:14/10/2022

      Type:Delivery 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.
      The customer service is terrible. I paid extra for expedited shipping and my item didn’t arrive on time. I understand things happen, but I was told it will take 4 business days to do a trace on the package. They are totally doing this so they don’t have to deal with and know the package will arrive just not when it was supposed to. They will only reply with script responses and not actually do anything to solve the problem. They said look out for their email. This is not the way to treat your customer they could care less.

      Business Response

      Date: 14/10/2022

      Hello, 

      Thank you for bringing this complaint to our attention.

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

      If ******* Chatham 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.

      Thank you,

      Resolutions Support

      Customer Answer

      Date: 14/10/2022



      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:12/10/2022

      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 filing this complaint on behalf of my 13 year old granddaughter. She received a pair of Lululemon leggings for her birthday ($128.00). They tout a fabric warranty. She wore them for the first time on the first day of school and tripped getting off the bus and tore a hole in the knee. Needless to say she was very upset as they were a large portion of her birthday gift.

      I offered to contact Lululemon to see what the warranty covers and after calling filled in the warranty form attaching all pictures of the damage, the tags and the white dot circle which they required in addition to the ad showing the pair she received with her size, etc. All information and pictures were sent on Sept 8th or 9th 2022. On 9/18/2022 Lululemon sent me an email requesting all photos again with labels as to what the photos showed. This was sent for the second time on 9/18/2022.

      On 9/22/2022 I sent Lululemon an email asking the next step in the warranty process and when I would receive tracking info. ********* ********. I called again on 10/5/2022 and spoke to customer service and they told me our warranty claim was put into limbo because I replied to one of their emails asking for a status. Also, I would be put back at the beginning of the wait time for a decision on the leggings.

      At this time I asked to speak to a Supervisor. I was told Supervisors do not speak on the phone. I asked for a Supervisor to contact me by Friday 10/7/2022 or I would contact the BBB.

      They have not responded to my calls or emails since. Their lack of customer service is appalling and I cannot get any info on my claim. I feel they don't even have a warranty on their fabric as they will not respond.

      Would like to see if the Better Business Bureau can get them to respond to my claim and get this resolved.

      Business Response

      Date: 12/10/2022

      Thanks for passing this along. We have reached out to the guest for next steps and resolution.
      -The Resolutions Team

      RS Ref: ******************

      Customer Answer

      Date: 13/10/2022

       

      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:11/10/2022

      Type:Delivery Issues
      Status:
      Answered
      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 ordered 2 items on 9/25, items were shipped 9/28. I will be going half a month without receiving my order & I’m waiting that long just to get an answer about my items. They are refusing to send me my items again until they “look into it”. It’s not my fault they used a ****** shipping company with awful reviews & my items didn’t come. * **** ** ****** ** * ******** *** ********* ***** **** *** *** ** ** ** ************* *** ******* ** * ** *** ************* ***** ****** **** ** *** ********* Completely absurd, especially after spending nearly $300.

      Business Response

      Date: 12/10/2022

      Thanks for sending this along. We have reached out to the guest and provided the requested replacement order and refund.

      -The Resolutions team *** *** *******************

    • Initial Complaint

      Date:06/10/2022

      Type:Product Issues
      Status:
      Answered
      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 online orders (************ & ************) have been cancelled twice over the past two months. My order statuses showed as "processing" for a week or more before my orders are cancelled without any explanation or store credit offered. When I contacted online customer service on October 6, I was sent to a chatbot. The chatbot didn't understand what I was saying and couldn't resolve my issue. I was then sent to an educator named Tamara who offered to "pass along my feedback." When I indicated that this wasn't an adequate solution, she threatened to end the conversation. I told her that nothing was being done assist me or others who are no doubt impacted by this problem. I ended the conversation on my own volition and submitted my concerns via the feedback tab on the chat. The feedback tab offered an option to receive a response from customer service, which I selected and provided my contact information. I have yet to receive a response from customer service.

      Customer Answer

      Date: 06/10/2022

      I have not received any sort of refund for my order. . I was told that it would be reimbursed but I haven’t seen a refund of any kind.

      Business Response

      Date: 07/10/2022

      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 [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.

      Thank you,

      Resolutions Support

    • Initial Complaint

      Date:03/10/2022

      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 placed an order on Aug 21, 2022 totalling $234.49. I placed my return for the order on Aug 26th, 2022, for a refund totalling $216.00. The return order was picked up by ***** on Aug 30th, 2022.

      By Sep 13, 2022 I still had not received a refund or any communication from Lululemon that the return had been received or processed. I called their help line and spoke to an employee who confirmed they had received the return and my refund should be processed within 10 days.

      By today, Oct 3, 2022 I still had not received my refund or any communication. I called the help line again and was told by an employee that my "return had never been finished processing" and would take another 3-5 business days.

      The length of time for this return is unacceptable, as is the lack of transparency and communication regarding the return process. It seems that Lululemon is attempting to keep my return without actually refunding me my money.

      Business Response

      Date: 04/10/2022

      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 [email protected] or at 1.877.263.9300 and ask to speak with a member of the Resolutions Team.


      Thank you,
      Resolutions Support

      Customer Answer

      Date: 06/10/2022



      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:29/09/2022

      Type:Product Issues
      Status:
      Answered
      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 ordered a womens size 0 in two pieces for my very thin 11-year-old daughter. She has multiple other Lululemon pieces in size 0, which fit her just fine. The new pieces we bought are mistakenly sized much smaller than normal and so small, my daughter can’t even get them on to try them on. We compared them to other pieces from the same brand and laying flat, the waist of the bike shorts are 2” smaller than a child size 8 (see image). The sports bra is so small and tight, she can’t even breathe normally. Lululemon is misrepresenting the size of their adult size 0 clothing, not exercising proper quality control, and will not accept them for refund or return. They were $50 each. I would like to return them or exchange them for a larger size.

      Business Response

      Date: 30/09/2022

      Hello, 


      Thank you for bringing this complaint to our attention.


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


      If Ali 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.


      Thank you,


      Resolutions Support

    • Initial Complaint

      Date:14/09/2022

      Type:Delivery 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 purchased a jacket on line on Sept 5. The expected delivery was Sept 8. After patiently checking for the order over the past few days, I can see that it has not yet been picked up for delivery. I called customer service and corresponded in chat. Unfortunately there wasn’t any useful help. The only resolution they could provide after much discussion was to order and pay for another jacket before I receive a refund for the unfulfilled order/jacket that I did not receive. This is very poor customer service. First of all, they should replace the item that they can confirm was not delivered. They know that the item was not picked up by the courier. Secondly, they need to reimburse the funds I paid on a gift card and ****. They have not issued any type of confirmation this was done yet expect the customer to pay again for an order that they did not fulfill. That is a ridiculous expectation to put on the customer. If they were interested in providing quality customer service they would replace the jacket on the order they did not fulfill. So I did not receive a jacket. I did not receive reimbursement. They did not replace the jacket I didn’t receive. The only option given to me was to order another one. They need to replace what I didn’t receive and stop wasting our time with these discussions. The said that they can’t cancel the order and replace the jacket because I didn’t cancel the order within 60 minutes of placing it. Well of course I didn’t cancel it as I wanted the jacket and have been waiting patiently for it to arrive. I was told it “was lost” even though they confirmed that the order was filled and waiting for pickup. Why not arrange for it to be delivered if that is the case?

      Business Response

      Date: 14/09/2022

      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.


      Thank you,
      Resolutions Support

      Customer Answer

      Date: 14/09/2022



      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:12/09/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Transaction Details:

      Store: 10743
      Date: 9/11/22
      Transaction #: *****
      Time: 15:17
      Register: 2

      I made a purchase in-store on 8/26/22 at the Winter Park FL location for 3 pairs of leggings totaling roughly $400. Two out of the three pairs started ripping and splitting at the pocket seams after 1 wear and 1 wash. To be clear - I own several other pairs of another style and never had an issue with them and never cared for the new leggings any differently. I took all 3 pairs back to the store for a return or exchange on 9/11/22. I picked up a few new things to purchase in exchange but that didn't account for the entire original purchase. The associate that originally helped me encouraged me to try to find a fit that worked since I didn't want the same style per their policy, etc. I went to the fitting room 2 or 3 times with no luck. I'm taken care of by a different associate, asked the same questions except this time the woman was so incredibly rude and condescending. She essentially insinuated that I don't know how to wash my clothes properly and acted as though I was inconveniencing her. She then preceded to inform me that even though I had proof of purchase for the items via my customer profile AND was returning them within 30 days AND they were damaged, I was only entitled to store credit and even that was an exception. Please note that I understand that she doesn't control the policy, my problem with her was her attitude. That said, I left with the new merchandise I purchased and a store credit for the difference, went home and tried to find details about the "Quality Promise" that Lululemon offers on damaged clothing. I found nothing but a generic statement that says if merchandise is defective, they'll take it back. Not give your money back, store credit, etc - just take the items back - ***** ** ** ****** **** **** **** * ***** *** *** *** ******* ** ***** ***** **** ** **** ***** ******* ** ********** *** ******** **** ** ********** *** *** *** ***************

      Business Response

      Date: 14/09/2022

      Hello,

      We have reached out to ******

      If you have any further questions, give us a call at the Guest Education Centre (GEC) at 1.877.263.9300, reply to this email or start a chat with us on our website. Our hours are Monday-Friday 5am-9pm and Saturday-Sunday 6am-6pm PT.

      Kind regards,

      The Resolutions Team at lululemon

    • Initial Complaint

      Date:09/09/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered nearly 500 dollars worth of school clothes for my daughter. Package appeared to have been lost in shipping, then would say out for delivery, then no delivery pending, then “in transit,” then finally said it was delivered (a second time).
      Customer service was curt then stopped responding all together 5 days ago.

      Business Response

      Date: 09/09/2022

      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:06/09/2022

      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.
      Lululemon has not provided a refund for a returned item.

      I have emailed them for over one month now, and have been ghosted by the two reps who replied to my messages. I'm at a loss. I will contact my bank about canceling the order, but this is not acceptable.

      The details are as follows:
      There were items from two orders in a single return package. One item was refunded, the other was not.

      1) Order 1, ************ I received a refund for the returned item. This proves that Lululemon received my return package.

      2) Order 2: ************ I included this item in the same package as the item above, but have not received a refund. Lululemon marks this item as return pending.

      I would like a refund for the second item that was in that same return package please. I didn't want to send two packages back, this seemed less wasteful.

      Thank you for your help.

      Customer Answer

      Date: 06/09/2022

      I managed to resolve this issue with the business. 

      How can I cancel my complaint?

      Thanks!

    Lululemon Athletica is NOT a BBB Accredited Business.

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