I visited the White City Store today (Friday, 14th March) with leggings that hadn't been repaired correctly when they were sent off for a repair, the in store team were very helpful and quickly resolved the problem for me

Quality has gone downhill over the past few years (along with customer service). This used to be the only company I would buy workout clothes from. Now I'm done with them. I bought a scuba and after only wearing 3 hours, I noticed a hole in the front. It hadn't snagged on anything/there wasn't any reason for a hole to be there. I had purchased it the week before, but they wouldn't accept a regular return because the tags weren't on it and it had been worn. So I had to fill out a form online that was a pain (it required multiple different types of pictures, but then it had all sorts of constraints on file size). And then I had to wait a full week to get a response. The response was that I could package it up (using packaging purchased on my own dime), take it to UPS (again, my own time and money getting there), and then send it back. After they received it, they would look at it, and after 3-5 business days I could get store credit emailed to me. I can't even get a refund to the method of purchase used, and the entire process is around 3 weeks. Then I have to reorder what I had purchased originally (if it is still in stock) and wait for it to come in. So much effort and time for something that is due to their lack of quality control. Beyond disappointed in the company. If I am spending WELL over $100 on a sweatshirt, I expect way more from them.

I purchase 2 jackets, i received only one, when i called customer service, its pain and so embarrassed. They wants me to wait till they do investigation. In short they charged me and hold my money and no proper response. Be careful with ordering o lululemon, worst experience i ever had.

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 reps and explaining the situation, every single rep offered to drain the gift card and transfer it to a digital card. I continuously explained that doesn't address the issue (needed a physical card, hence that's 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 reps apparently drained the card after telling them not to and that it didn't address the issue. After contacting them again and explaining that now I missed the birthday, I don't have the gift card I ordered, I'm out tons of time and frustration, and they never sent me the digital card they drained to the rep disconnected because she didn't have a resolution (Melanie). I have screen shots of all these interactions and can't get anyone to assist me. I'm without resolution and Lululemon is now without a long time customer. SO disappointed.

I recently got a shirt for my birthday with the gift receipt. I went to the store to exchange it since it was not my style. When i tried to exchange it, the cashier refused to do a exchange. He said the tag had damage so he could not take it. We are talking a $98 shirt, then he said the receipt states this. When I looked at the receipt it only said " with the original tag on the item" It has the original tag. My son cut the price part out. So in my opinion it is still intact. The cashier could very clearly see that it was a small part of the tag, and other than that it was intact. He was rude and refused to discuss it further.
I will never purchase from this company. Items are overpriced and there service sucks. I will also tell everyone about this horrible experience.

Unresponsive when I expressed dissatisfaction with a product. Was first just shrugged off then got an extremely rude response telling me they were not going to deal with me. I thought Lululemon guaranteed customer satisfaction?

I ordered a black tennis skirt from them in the beginning of march for my girlfriends birthday in april because i saw there was a sale. I got the item couple days later but didn't want to take it out of the package so my girlfriend can have the joy of doing that. Today i randomly decided to open and just check to make sure i got it. When i opened it there was a pink extra small t shirt and the receipt did not have my name or my address it had someone else's. I contacted lululemon as fast as possible and they said since it was over the 30 day mark i can't return it. They did nothing for me and basically just took 50$ away from me. I thought big corporations like this don't scam people. I feel extremely violated and i will not be buying from them again

Only half of my online order shipped, tracking said waiting for fed x to pick up for almost a week now. I call today to find out they made an error an will have to replace order. So now we will have to wait even longer for this xmas gift and all I got was a sorry! I will not be ordering from here again and I will pass word on that all you get is a sorry! Very disappointed lululemon you need to do better for the price we pay!

I will not order from your company again. I tried to buy two online gift cards for my nieces and the order was rejected. I called my credit card company and they stated they approved the order to go through. I called your customer service. They offered NO explanation but just said I will have to go into the store. Honestly who has time for that with the holiday crowds? Your agent had a personality of a door knob too by the way. You just lost an order and I can tell by the reviews there are a lot of unsatisfied people.

I have a black jacket from lululemon on the top of it has a glue and it's opening, and how do u know it is not cheap, so I went to change it the say it is over month and it is already dressed up so we can't. I am not ganna waste my maney there anymore. Because, any other store sell brands, respect the customers should have warranty at least 1 year. By the way lululemon wasn't the policie like that before. Unfortunately.

My first order I ever placed came with security tags which is apparently very common.

My next two orders never shipped or processed at all. Worse, I called their customer service about it and their answer was, "I don't know." — I've been in customer service for decades, so I am always kind to the messengers. It's really their shipping/warehouse/order processing teams that are horrendous and probably underpaid and undervalued.

I will definitely never order again!

I tried ordering a pair of leggings for my daughter with a $100 gift card that I got her for her birthday. The card didn't work. I get a different error message every time I enter or scan it. Tried calling customer support… 3 hour wait! Tried using the chat… doesn't load. Contacted them by email… took 4 days to get a response and all they did was ask for a picture of the error - which I had already sent in my initial email. Now I'm stuck waiting for the next response. I don't have high hopes of them resolving this online and the next store is 2.5 hours away. You'd think a company that sells $100 leggings would have better customer service than the Dollar Store but nope…

I've spent tens of thousands at lulu with the incorrect assumption that I was buying quality that a reliable company would stand behind. I bought one of the most expensive yoga mats on the market and within a year, it had basically disintegrated into dust. Customer service calls it normal wear and tear. Clearly cheap material not designed for actual long term use.

I paid half for a better replacement. I should have researched but for years I blindly trusted lulu to sell quality or, at the very least, make things right. I was a fool.

Bought 2 pair of leggings in a moment of weakness. Both snagged within 30 days of each other. I heard that they warrant their product and so I went to the store but was dismissively told that their 'warranty' only applies when the stitching comes apart. My daughter convinced me to give the company another chance so I went to their online 'chat' site. I was suspect when the intro line (before I even asked a question) was basically an admonishment about what's NOT covered by their product warranty. I was dumbfounded though when very next statement from the rep was basically 'get lost'. Under 15 seconds from 'hello' to 'screw you' is a new record in my world but probably not in Lululemon's world. At $150 per customer ($300 from idiots like me who bought 2 pair at once), I guess they can afford to stay in business without repeat business.

I finally bought a few items at Lulu and I'm so sad they started pilling even before washing! Who knows how bad they will be after washing, ugh. I really liked the fit, it is cute but what kind of quality is this when items cost over $100? Really bad.

I received a pair of align lululemon pants for Christmas. Truly soft and comfy. I wore them maybe 5 times to work out, then one day while pulling them on my thumb went through the material. Sadly unimpressed with the quality and the team at lululemon said nothing they could do it wasnt a quality issue. Really? After a handful of wears putting a hole in 100 dollar leggings while doing nothing more than pulling them on is NOT a quality issue?

This was my first attempt ordering online from Lululemon. And what do I get? The raincoat I ordered with a security code still attached!

Trying to contact customer service is a nightmare with sms redirect, hour plus wait etc etc.

What a bummer!

I truly do not know how anyone can rate lululemon below 5 stars. You can return pants from ten years ago without proof of sale and get a store balance. I do not know any other place that does that. If you have any issues, the customer service will help you and they are truly AMAZING. If there is an inconvenience, they will send you a store balance JUST for the inconvenience. You have pants with a hole or bad pilling? Send them back (or return in store) and get a complete refund (store credit). Like I said, they can be second hand, from a thrift shop, or gifted, they will give you store credit if there is anything wrong with the product. Products are 10/10 quality, and with their policies, you can not say it does not deserve the hype it gets.