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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:30/08/2022

      Type:Customer Service 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 returned a pair of yoga pants and they have not refunded my money of 104.86 and it has been over a month.

      Business Response

      Date: 31/08/2022

      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:29/08/2022

      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 purchased 3 items from Lululemon's website - one item was a white T-shirt ********************************************************************************************. However, after receiving the item, I found out that when worn, the shirt develop dark horizontal stripes and looks very different from the product shown on the website.

      I called lululemon to report the issue and request a return and refund to my original payment method. The customer service representative, Hannah, admitted that they had known issues with the stripes on that particular shirt, but would not return and refund my payment. Instead, lululemon only offered to provide a store gift card after returning the product.

      I do not want a different color shirt nor store credit. The product does not look like the product shown on the website. The company has had previous complaints about this shirt. They still refuse to refund the money that I spent ($66.20 + sales tax) to my original payment method (****** ****).

      I would like a refund of the full price of the shirt to my ****** ****.

      Business Response

      Date: 30/08/2022

      Thanks for passing this along. We have followed up with the guest and provided their requested refund.

      -The Resolutions team (**** ******************)

    • Initial Complaint

      Date:29/08/2022

      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 made an order on 8/23/22 for a pair of two leggings. I've been a long time consumer of Lululemon online over the years and have never had the following experience.

      Essentially, the customer service team is there to scam you out of money and time. They "open an investigation" for missing packages that have no relation to the shippers investigation. I use the word investigation loosely. Most companies after 4 days of your package being lost would refund you or send out a replacement right away. But not Lululemon. They make you submit multiple cases and still don't give you any resolution. Now I'm out over $200 with tax USD, still waiting for them to do anything.

      Business Response

      Date: 31/08/2022

      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:19/08/2022

      Type:Customer Service 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 put a block on processing my payment (*********) without any valid reason.
      I have tried to talked to different educators about this matter to figure out what happened and how to fix this, however their educators only repeat the same information and would reply with a "copy and paste" message.

      Business Response

      Date: 20/08/2022

      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

      Customer Answer

      Date: 16/09/2022

      Hi ******,

      Please reopen this complaint.
      Their customer service went ghost again. I have not received a response after last follow up on Sep 2nd.

      Best regards,
      ** ***

      Business Response

      Date: 16/09/2022

      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: 29/09/2022



      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:16/08/2022

      Type:Billing 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.
      As a physical therapist in private practice I also personally train my clients
      For years lululemon has offered me their sweat collect discount and now they have rescinded it. I provided them with ample information regarding my credentials that were previously accepted

      Business Response

      Date: 18/08/2022

      Thanks for passing this along. We have reached out to the guest and let them know their feedback has been heard, and to continue conversation with the Sweat Collective team for next steps.

      - The Resolutions team (RS ref ******************)

      Customer Answer

      Date: 18/08/2022



      Complaint: ********



      I am rejecting this response because:


      Complaint: ********

      I am rejecting this response because:physical therapists use therapeutic exercises and personal training in their practice act. Secondary to hippa laws we must keep our patients/clients identity private. Lululemon is asking for my schedule and other private information that PTs simply can not provide.  I have sent ample proof of my work as a physical therapist who also personally trains clients. In addition I have been a sweat collect client for years and i do not understand why after working through a pandemic to help my patients/clients to exercise and wearing the lululemon brand in addition to total PPG they are singling my profession out now when it was never an issue before  
      * ********* **** **** *** ******* ***** *** **** ******** ** ** *** ** **** ******* ** *** ******** **** ** **** ** ******** 


      this is not about the discount at all, this is about the principle of the situation and the lack of understanding of my profession and all the good physical therapists do to help the population exercise appropriately and safely in addition to personal training 


      Sincerely,






      ****** ******* ** *** 

      Business Response

      Date: 30/08/2022

      It looks like this document has already been sent to our Sweat Collective team; however. hand written letters and documents don't meet the Sweat Collective team's requirements because they are not verifiable. Our team has explained to the guest the details as to their profession not qualifying for the program at this time, and we have shared the feedback with our Sweat Collective team.

      - The Resolutions team (RS ref. CAS-**************) 

      Customer Answer

      Date: 30/08/2022



      Complaint: ********



      I am rejecting this response because:allowing physical therapists to participate and then suddenly not is discriminatory. Lulu lemon fails to understand the confidentiality PTs are held to secondary to HIPPA laws. Disallowing a healthcare professional from a promotion they were already enrolled in during a global pandemic is the closest thing to despicable that I can imagine  



      Sincerely,



      ****** *******

      Business Response

      Date: 14/09/2022

      Thanks for passing this along. We provided the guest with the terms and conditions of the Sweat Collective program which includes that lululemon 'reserves the right to change, suspend, terminate or revoke its Sweat Collective Program, your membership therein, and/or the Discount at any time, for any reason without prior notice'. We have also made sure that the guest's feedback has been heard. 

       

      - The Resolutions team (RS ref. CAS-**************)

      Customer Answer

      Date: 14/09/2022



      Complaint: ********



      I am rejecting this response because:a business can not just simply change their policy when they are claiming to support the personal training industry and unconsciously incompetently exclude physical therapists that are the gold standard in exercise science 



      Sincerely,



      ****** *******

      Business Response

      Date: 15/09/2022

      Thanks for passing this along. We provided the guest with the terms and conditions of the Sweat Collective program which includes that lululemon 'reserves the right to change, suspend, terminate or revoke its Sweat Collective Program, your membership therein, and/or the Discount at any time, for any reason without prior notice'. We have also made sure that the guest's feedback has been heard. 

      - The Resolutions team (RS ref. CAS-**************)

      Customer Answer

      Date: 15/09/2022



      Complaint: ********



      I am rejecting this response because:it discriminates against me and my profession. They are simply wrong in their inclusion policies and have decided to discriminate against a licensed professional that meets their criteria 



      Sincerely,



      ****** *******

    • Initial Complaint

      Date:04/08/2022

      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 placed an order with lululemon 7/14/2022 for a gift for my daughter. I received an confirmation email of my order and then on 7/17/22 an email to advise my order was on its way. My order never arrived. I then reached out to Lululemon and was told they needed to investigate the matter. I was never told why it did not ship ( which was obvious from the tracking information sent, only the label was created). After 3 additional weeks past, I still had no response, so I reached out requesting an update on my order. Today I received a notification from ****** that I was refunded with no explanation at all. Why didn't my order arrive? Why was there no communication? This is bottom level customer service that I would not expect from a company that sells high retail. I would like a complete explanation as to where my item is. Needless to say, my daughter never got the one birthday gift she asked for thanks to Lululemon.

      Business Response

      Date: 05/08/2022

      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,

      GEC Resolutions

    • Initial Complaint

      Date:28/07/2022

      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’m currently in the process of preparing to go out of the country on business within the next few weeks and needed to have my (4) defective Lululemon items sent out for hemming repairs services since I was planning on taking all (4) items with me.

      Unfortunately, I was informed by Kathleen, one of the assistance manager at the Lululemon store at Rush Street in Chicago (Store: *****) and that the Hemming and Repair Service was currently unavailable and will remain unavailable from July 16-August 8, 2022.

      Since the damages to the items make them completely unwearable, she suggested that I contact Lululemon’s customer service department for the store credit so that I can exchange the damaged jackets and pants for something comparable in the store.

      Specifically, I have (2) Black Define Jackets as well as (2) Black Seek The Heat Tight 28”. The zippers on both Define Jackets are completely defective and need immediate replacement while the stitching on both pants are unraveling in both the thigh and crotch areas and also need immediate replacement since they are unwearable.

      Thought I was told to contact customer service for a refund, all I’ve been given is a run around by Lululemon. I am so disappointed and disgusted by the way I’ve been treated by Lululemon and want an immediate refund for all four (4) of my defective merchandise.

      Business Response

      Date: 29/07/2022

      Hello,

      We will be reaching out to Uche today.

      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

      Business Response

      Date: 29/07/2022

      Hello,

      We will be reaching out to Uche today.

      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:15/07/2022

      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 would like to file a complaint against Lululemon and would like an e-gift certificate for $221.76 as offered by Lululemon when it received my sneakers.

      In May 2022, I wrote a review about a hole in my sneakers and received an email from the Lululemon GEC Dept. (Guest Education Centre). I was offered an e-gift certificate if I returned my sneakers to their facility in Ontario.

      Instructions on the first email (dated June 6) about the return label and authorization form were unclear. I asked for clarification and no reply. I did an online chat and received a 2nd return label and authorization form by email (dated June 9). It stated as the 1st email that an e-gift certificate would be sent out within 14 business days after the facility received my sneakers. I returned my sneakers with the return label and placed the authorization form, which were attached in the 2nd email, inside the box as per the 2nd email instructions.

      I have not received any e-gift certificate. I did two f/up using online chat and the 2 different Lululemon phone agents confirmed the sneakers were received on June 20. The July 13 online chat was over 1/2 hr with 90% of the time waiting for the agent to wait for something at her end. It is well over 14 business days since the Lululemon facility received my sneakers.

      I did a review about the sneakers. An e-gift certificate was offered which I have never received. All I know is I don’t have my sneakers anymore and lost over $200.

      Business Response

      Date: 26/07/2022

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

      - The Resolutions team

      (RS ref: ******************)

      Customer Answer

      Date: 26/07/2022

       

      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.

      Thank you very much for resolving this matter.



      Sincerely,



      **** ***

    • Initial Complaint

      Date:15/07/2022

      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’ve returned an item to them which was not as described. I’ve received a return authorization and than a confirmation on 6-17-22 that they received it. First they denied that they even have my case number, after sending them a screenshot of proof 5 times to 5 different individual they finally acknowledged that they have it. After 11 email correspondence I’ve received an email yesterday 7-14-22 that they will send me an e-card because we ran out timeframe for refund. Huh? Ok whatever I want to put this hassle to rest. Today someone called me that they want to talk further on the phone. NO THANKS! This is only a stalling tactic ones again to cheat me out of $98 or simply wear me down. ********** company. **** ***** ******** **** **** ******* ** *** **** ** *** ** **** ********* ************ I request my refund, and I want it now.

      Business Response

      Date: 16/07/2022

      Hello, 

      We have reached out to ****** ****** and resolved the matter for them. 

      If you have any further questions, give us a call at the Guest Education Centre (GEC) at *************** 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 

      Customer Answer

      Date: 18/07/2022



      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:15/07/2022

      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 purchased a bag from *********** **** ****** **** in Feb 2022 for $40. The bag is defective and the design is peeling off. Lululemon no longer carries the bag and will not refund me for the returned bag on the payment method used to purchase the bag. They will only offer a giftcard to repurchase the product, which is no longer sold. As this is a defective product it should be eligible for a full refund the way I paid for it.

      Business Response

      Date: 15/07/2022

      Hello,

      We have reached out to ******.

      If you have any further questions, give us a call at the Guest Education Centre (GEC) at **************, 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

      Customer Answer

      Date: 15/07/2022



      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,



      ****** ******

    Lululemon Athletica is NOT a BBB Accredited Business.

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