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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/01/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Shameful ***************** going into month 2 for a damaged mens large backpack. I asked 6 people numerous questions about the item in re to repairing, fixing mending, the item- who what where.1- it should NEVER EVER take a company over one month to respond to a customer!! 2 - your staff needs to be trained, If you hire children, you will receive a child not wanting to do their jobs and you actually pay them for this!I want my bag fixed, or directed where it can be fixed. Now answer the questions! No excuses, simple English language, answer the questions.

    • Initial Complaint

      Date:30/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 received a new CA$676 egift card as a replacement because the physical card was damaged. When I tried to use it, there was no balance. lululemon **************** has been avoiding to provide a correct explanation, and changing their argument, and even sent me a "new" egift card that was $0 too. First they said I had to file a police report, because the gift card was used on dates that were after the date I checked and the gift card was already $0. When I demanded more details to prove it was not me, they started saying the gift card is from a third party retailer, when it's no, I have the card and all proofs. The last 2 email responses I have received from their ************************ don't even answer or mention my questions, and only limit to say "This issue is considered resolved" and the last 2 agents I contacted today disconnected the chat, like if now I'm like blacklisted or something. I'm not asking for free money or gift cards, just want the same gift card I purchased or any similar resolution, and if they insist in saying my gift card is from a third party retailer, show me the proofs, because I actually have the ones that really back my argument.

    • Initial Complaint

      Date:30/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Complaint Details:Date of Transactions: 2025/01/13 & 2025/01/15 Amount Paid: $345.78 I purchased multiple items from Lululemon, and due to product quality issues, I had to return some of them. Lululemons Customer Resolution Team promised me compensation for the inconvenience, but despite multiple follow-ups, I have not received the promised compensation for the following orders:Order number: c173682849107453 $30 compensation not received Order number: c173683011891691 $30 compensation not received Additionally, instead of fairly addressing the issue, Lululemon unilaterally imposed an unfair and unreasonable policy stating that all my future orders would be at my own risk. This policy shifts the responsibility for quality control and delivery issues onto me as a customer, which is both unfair and contradictory to consumer protection principles. Lululemon has not provided a valid explanation for why I am being subjected to this unequal treatment.Nature of the Dispute:Unfulfilled Compensation: Lululemon committed to providing $30 compensation for each of the above orders ($60 total) but has failed to follow through.Unfair Policy Imposed: Instead of addressing the product quality concerns properly, Lululemon imposed an unfair policy on me, transferring their business responsibility onto me as a customer.Resolution Sought:Immediate fulfillment of the promised $30 compensation for each order (total $60) for orders c173682849107453 and c173683011891691.A clear explanation of why I was subjected to this unfair policy.A fair and reasonable resolution that acknowledges Lululemons responsibility for quality control issues instead of shifting the burden onto customers.I have attempted to resolve this issue directly with Lululemon, but they have failed to provide a satisfactory response. I request BBB's assistance in ensuring that Lululemon fairly addresses this matter.attached emails between lululemon team and me, and the screenshots for compensation

    • Initial Complaint

      Date:30/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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 gift card at the Lululemon store at the *********************** in ******* on 12/10/24. The card does not work at the store or online. The recipient of the card and myself have tried to get either a new card or a refund through the company's customer service department for the past 30 days but they refused to help. I provided the card # and receipt but they still won't return my $100.

    • Initial Complaint

      Date:30/01/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 from lululemon on Jan 22nd, 2025 for an order that totalled $669.76. I received an email stating that the order was delivered last Friday on Jan 24th, 2025. I was home all day and never received the package. Lululemon refuses to help resolve this issue, and wont even look into it. I waited a few days to contact them expecting the package to arrive but it never did. They wont do anything about my missing package as we cant guarantee deliveries to your current address. I shop at lululemon very often and love that they have such good policies on things and have a warranty to all their clothing. I never would have expected a response like this one as I was told by an educator that this would be resolved and not to worry. Very frustrating.

      Customer Answer

      Date: 07/02/2025

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

    • Initial Complaint

      Date:29/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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 debit card was hacked on 01/20/2025, and 9 transactions totaling over $1400.00 was used to purchase items from Lululemon. Im told by them that the purchase was made in-store, and they have no way to investigate it. I still have the hacked card in my possession, so I dont understand how this happens! I have contacted the company several times to file a complaint and to ask for their assistance in rectifying this problem. The response I continue to receive is for me to contact my bank, which I had already done. Prior to this I had never heard of Lululemon.

    • Initial Complaint

      Date:29/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 received a $50 Lululemon gift card for her birthday on *************. The card was in the original packaging and the 4 digit pin was still covered/unscratched. When she tried to use the card in store (Newmarket location) on January 26th, we learned that the card had no balance. After investigating with their chat support, I learned that the card was activated on November 20th and used in store (at an ******* location) on November 22nd. My case was referred for further investigation. I have now received an email stating that I am responsible for the stolen balance and provided a different date that the card was used. My concerns are that the gift card was somehow used for an in store purchase without it being physically present on the person. As well, their stores should be using the pin as an added security feature to prevent fraud. I dont believe my 12 year old should lose out on a $50 gift (which is a lot for her!) because we didnt violate the gift card terms of service. On the other hand, this company is allowing for insecure redemptions of gift cards, despite knowing that fraud frequently occurs.

    • Initial Complaint

      Date:27/01/2025

      Type:Billing 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 an item on may 16 2024 it was never shipped or has never arrived but I was charged for the item. I have all the documentation showing it was purchased and is still showing pending shipment on their website on my account information. However my card was charged for the time. I have tried to contact them to find out whats going on and why it never shipped they said they cant do anything shiny it Howeber they have no problem keeping my money

      Customer Answer

      Date: 28/01/2025

       
      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:27/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 deeply disappointed with the customer service I received from ********************* online support team. I was offered a 15% discount on my purchase, and the discount was applied to my total. However, after I was locked out of my accounteven though I used the correct passwordthe discount was removed.When I called customer service for assistance, I encountered two representatives who were not only unhelpful but also rude. Two of them hung up on me, and a male representative sarcastically said, Well, buy it then with your money, before hanging up as well. This behavior is entirely unprofessional and unacceptable.I am requesting:1.A refund in the amount of 15% off my total purchase.2.A review of the phone calls with the representatives who hung up on me.This experience was frustrating and does not reflect the level of service I expect from Lululemon. I urge you to address these issues promptly and ensure your representatives are held accountable for their conduct.Thank you.

    • Initial Complaint

      Date:24/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 lululemon account email has been changed, I didn't make this change. My original account email was ********************** but I found that it has now been changed to ********************* in my profile. However, all other information, such as my address and previous order history, remains correct.This can only be done by someone with internal access at *********************** a result, two of my gift cards, worth $86.51 and $123.17 were stolen. I know I didnt lose them myself; this was caused by someone changing my account information from the ********* asking Lululemon to either refund the value of my gift cards. They refused to replace the gift cards.

    Lululemon Athletica is NOT a BBB Accredited Business.

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