Complaints

This profile includes complaints for LuluLemon Studio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LuluLemon Studio

  1261 Broadway Rm 208 New York, NY 10001-3528

• 

  LuluLemon Studio

  139 5th Ave New York, NY 10010-7104

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:02/28/2025

  Type:Service or Repair 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.

  Dec. 2020 and monthly. $1200 + $39/mo (***** to date)At time of purchase, company offered the device (Mirror) in which to receive live, trainer interactive workouts + on demand workouts. They canceled the live workouts but claim to still offer an extensive, updated library of online workouts to access on my Mirror.I do not have access to anything except a very limited and offline library that is not updated, yet I am paying $39/month for this library. The Mirror will not work at all without the paid membership. The Mirror itself cost $1200 but again, is useless without the membership. They are continuing to charge me even though the library I have access to is offline and not updated. I do not have access to updated workouts with my membership.Since I purchased the Mirror and have been paying a monthly membership I simply want access to the library they claim to offer. I've attached an announcement from Lululemon Studios in which they advise I have access to thousands of on demand workouts that are updated weekly.Also attached is correspondence with **************** and a bank statement showing the monthly fee.

  Customer Answer

  Date: 03/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 didnt receive order ?*************** and theyre refusing to refund my money because supposedly others in my home and placed orders and said they werent delivered but that has absolutely nothing to do with me nor was I even aware. This is the first order I have personally placed online with Lululemon. I have contacted the police about this and upon calling the shipping company they discovered my package was not delivered due to technical reasons so I am entitled to a refund by Lululemon. If I dont get a refund of ****** I will be filing a civil lawsuit and taking this to social media.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 two items on November 27th and returned one of the items on December 8th. I was supposed to receive a refund the week of 16th. I called their customer service line and explained the situation, representative stated that he escalated this issue and someone will contact me in 3 to 5 business days. I explained to them that this was unacceptable and wanted to speak with a manager or supervisor, for him then to tell me that there is no manager or supervisor available. Besides my refund Im seeking further compensation for the inconvenience.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hello , I ordered an item from Lululemon on December 9th 2024. I used the following address: ************************************************** For some reason my package was redirected to an address that was not present on the original order that i no longer reside at . I called ***** and they mention to report to the seller because they are who changed this order with out my authorization . After calling ************ they were very unprofessional and was unable to help me or tell me any information of why my order was redirected to an address that i did not give them. This is extremely frustrating and unacceptable . I am unsure on how they even got the address to change my package to begin with . my order number from lulu ***** is **************** I attempted to get this issue fixed via both the seller and shipper but I am stuck with next steps due to dead ends from both parties I would like for my item to be shipped to the address provided to Lululemon or to a local **** ***** store near my area . zip code being *****

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 cancelled my Mirror subscription online on 10/09/24 and was automatically billed the following day the monthly fee of $39. I let that go as I realized more likely than not my cancellation had not been processed yet. I was billed again on 11/10/24 another $39 for a membership fee for a service I am not using, as I have deleted my account upon my cancellation previously. I sent a email and received response on 11/11/24 with a case #************* indicating I would be contacted within 3-5 business days, which did NOT happen. I again was charged on 12/10/24 $39 for this membership. I sent another email and indicated I needed now $39 X2 put back into my account with my contact info to be reached, previously provided to them. I was successful contacting Meeral at LULULemon this morning explaining all this, she spoke with the **** handling this and told me I would be contacted in 3-5 business days. I expressed my doubt this would occur as that **** had not previously contacted me. I need resolution and the funds put back into my acct as swiftly as possible.

  Customer Answer

  Date: 01/10/2025

   

  Thank you.

  I have received no contact from LuluLemon about resolving this issue other than an email stating I would be contacted on this other, email dated 12/17

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 subscribed to Lululemon Mirror, a subscription-based fitness service, for nearly two years and accessed it through their app. In June or July 2024, I deleted my account via the app, believing this would terminate both my account and subscription. The app gave no clear warning that canceling the subscription required a separate process. After deleting my account, I completely lost access to the service since it is tied to having an active account.Despite this, ******************** continued charging me $43.13 per month for a service I could no longer access. When I contacted them, they acknowledged my account deletion but claimed subscriptions are not automatically canceled and refused to refund unused fees. However, this is not about unused servicesit is about inaccessible services.They offered to refund only the October and November charges and canceled my subscription yesterday, but this ignores the fact that I lost access back in June or July. Their flawed system charged me for services I could not use, and their offer does not fully address the harm caused by misleading and inadequate processes.Desired Resolution:1.Full refund of all charges after my account deletion in June or July ******.A review and update of Lululemon Mirrors cancellation policies to ensure transparency and fairness.3.Accountability to prevent similar issues for other customers. * I contacted ******************** via email in July to address the issue, but I was only informed yesterday by Lululemon Mirror that they are a separate entity from Lululemon, despite the representative initially identifying themselves as part of Lululemon.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The most incompetent service I have ever received. I ordered a gift card for a birthday present. After 3 weeks of not receiving it (and the birthday already passing), I contacted Lululemon. After spending a ridiculous amount of time with 8 ***s and explaining the situation, every single *** offered to drain the gift card and transfer it to a digital card. I continuously explained that doesnt address the issue (needed a physical card, hence thats why I purchased it) to be given as a birthday present and since the gift cards are non-refundable and the birthday had already passed due to the lack of shipping, the card was useless. One of the ***s apparently drained the card after telling them not to and that it didnt address the issue. After contacting them again and explaining that now I missed the birthday, I dont have the gift card I ordered, Im out tons of time and frustration, and they never sent me the digital card they drained to the *** disconnected because she didnt have a resolution (*******). I have screen shots of all these interactions and cant get anyone to assist me. Im without resolution and Lululemon is now without a long time customer.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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.

  The business has partnered with Peloton and no longer has live classes which was a commitment of the company when you purchased the Mirror. They do not offer any lower monthly payments. Its 40 dollars a month for nothing. For on demand classes I can get for free from ******** I have voiced several complaints regarding the high payment. How can this business get away with overcharging a monthly fee for services they no longer offer. I dont see how this is fair to anyone who owns the Mirror. I have asked for a trade in/buy back which is refused. I do not understand why I cannot trade in my mirror for the peloton bike or another option. They will not provide me any other options and its not fair when I purchased the mirror it was for live classes. I should be compensated in some way for the Mirror. The company lied about live classes and/ or my monthly service fee reduced due to no live classes.

  Customer Answer

  Date: 03/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Mirror has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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 bought the Mirror for quite a bit of money which included spending $39/month membership. 6 months after my warranty ended my Mirror stopped turning on. It seems as though, this is a COMMON problem and should be looked at further. I have tried and tried to escalate but they only offer me a lousy chance to buy the Mirror for a discounted price. I have been on the phone and have done many appointments of trouble shooting with the diagnosis being just that mine died. One of the managers told me, "some last for years and years and some just don't". At this rate it would have been cheaper for me to get a Gym membership. I believe they should replace my Mirror. They keep asking me why I did not purchase the warranty and when I bought this in the store and extended warranty was not ever presented to me. They have basically tried only to Re-sell me the product and have also suggested that that was, "there last and final offer". My concern is that when I took to the internet and social media as well as the BBB many people have the exact same complaint. ******************* prides themselves on their return policy and customer service but the only thing I get on this most expensive item is an opportunity to make the same mistake. Someone really needs to look into this. I think there is a class action lawsuit here. I believe I should get a new Mirror or some sort of a refund.

  Business Response

  Date: 07/19/2023

  Hello,
  
  Upon review of this case, we see ************* has been is in communication with this Member and are actively working to resolve the issue.

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The tech employees could not help me.  Nothing they guided me through worked. The manager I spoke to said that, "some mirrors last years and years and years and some just don't". This reponse plus the MULITPLE BBB complaints regarding the EXACT same issue is very alarming and worrisome for a scam.  There is NO way anyone would spend this kind of money and expect that just one random day after the warranty expires that it just simply won't turn on anymore.  This matter will be resolved when they send me a replacement mirror.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/03/2023

  Thank you for bringing this to our attention. We will follow 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 Member Experience Team .
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 mirror in Feb of 2021. In fact, Im still making payments on the product. Literally, used it twice and when I went back to use it and powered it back on nothing! Tech support tried software updates, turning on and off, and sent me a new power chord and nothing worked. This is a faulty product that they know will not work for many customers quickly after the warranty runs out. Their offer to me was $900 off another mirror that will give me no guarantee it will continue working past a year. I sent them videos showing absolutely no damage to the mirror and no tech was sent out to try and fix it. Literally the most expensive mirror youll ever own. For what this cost they should be replacing peoples non damaged and faulty mirrors.