I am writing to express my significant concern regarding an experience I had at the lululemon store located in Midtown Mall, Saskatoon, SK, on April 16,2025.
Following a telephone interview with the Assistant Manager last week, I was scheduled for an in-person interview on April 16th at 2:00 PM CST. I arrived at the store approximately 12 minutes early( ~1:48 PM) to ensure punctuality. While waiting, I spent my time browsing the store. During this time, despite the store being relatively quiet (with barely any guests inside the store) and several staff members being present on the floor, I received no greeting or acknowledgement from any employee.
During the time I waited, I browsed the merchandise within the store. To my surprise and disappointment, despite several employees being present and the store not being particularly busy, I was not greeted or acknowledged by any staff members. Multiple team members walked past me without making eye contact, acknowledging my presence, or offering assistance. Eventually, I had to approach an employee myself to announce my arrival for the scheduled interview.
As a very loyal lululemon guest since 2008 (17 years now) and a former employee (2021-2022), I hold lululemon's commitment to guest connection in high regard. Therefore, the lack of engagement was unexpected and disappointing. I observed team members chatting near the checkout registers and others arranging merchandise, but the proactive welcoming element was certainly absent during my waiting period.
My own background, including extensive experience as a lululemon guest/customer, previous employment with the company, and skills developed through my nursing education (such as very strong communication skills, empathy, patience, kindness, compassion, cultural humility, responsibility and accountability, professionalism, maturity, leadership, calm and friendly demeanour, and the ability to connect/quickly establish rapport), strongly emphasizes the importance of making individuals feel valued and acknowledged. I believe these qualities align directly with the Educator role's expectations.
While I respect the Assistant Manager's hiring decision, I was undoubtedly disappointed, particularly because I believe my deep product knowledge (demonstrated during the interview - familiarity with lululemon products and what various apparel and accessories are used/intended for - Align Pants for Yoga with low compression and a buttery-soft feel which come in various colours and lengths, Wunder Train Tights for more high intensity workout made of Everlux – the fastest drying fabric along with an internal drawcord and medium compression, Fast and Free Tights made of Nulux tailored to runners/joggers, and the list goes on; all of these I have internalized in my memory and even relayed this exact information to 2 managers during our in-person interview, which they looked and seemed impressed by) and commitment to guest experience could be a substantial asset to the team. The initial lack of welcome from the staff felt inconsistent with the brand's ethos and unfortunately coloured my overall experience.
I wanted to bring this specific aspect of my visit – the lack of engagement by the store team members – to your attention as it reflects on the guest experience standards.
This experience was particularly disheartening because a core part of the Educator role, and something I value deeply from my own professional and personal is proactive engagement and making guests feel welcomed, seen, heard, and appreciated. Furthermore, my nursing clinical experiences and personality traits - patience, kindness, compassion, cultural humility, responsibility and accountability, professionalism and maturity, calm and friendly demeanour, and the ability to connect/quickly establish rapport - are attributes I've consistently been praised for by nursing instructors, colleagues, and hospital patients alike thus far throughout my post-secondary nursing education (I am a third-year student and have engaged in many diverse hospital units).
While I respect the subsequent hiring decision made, the lack of engagement from the store team members was concerning and fell short of the lululemon experience I have come to expect. This interaction unfortunately overshadowed the interview process itself and has negatively impacted my perception of the brand.
I trust you will take this feedback seriously as it relates to the in-store guest experience and adherence to lululemon's service standards.

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I went to lululemon today, and I was treated badly by employees of the Southcenter branch of lululemon at Southcenter branch /in WA state on Sunday 10/11/20 at Tukwila around 4:45 pm, and I showed my ID as a physician, which is the same thing I did the previous time (last month) and I was given 25% last time. The teller (I think her name was Renae) was talking rudely to me, and the other person who claimed that she was the manager and her name was Andrea, and then they called the actual manager who was Marley and she was mean and did not help and said no discount for you and I even showed her my ID and told her I just came from my round in the hospital and how the companies like North Face gave us 50%discount and Adidas gave us 40% for front line health providers that are helping during these times of COVID19. Lululemon, who promised us at least 25% as an appreciation of our work, would not respect it and honor it. I took their name and I asked for a pen to write it down and they would not give me a pen, and I even asked for the receipt to be emailed and they sent it to the wrong email and then I had to correct it with them and they had me waiting to do the whole sale process again after they canceled the first one. It was definitely a hassle they gave me.
I would like to address and talk with the owner and headquarters to inform them about this branch and their employees, so they can do some educational orientation like how to respect mainly the customers., and when I told them I would complain tomorrow they seemed careless and told me to go ahead and complain today (Sunday) as they were sure nobody would listen to me from management. I hope there is someone watching above branches and their behavior and conduct with customers and do classes and education for them before hiring them especially in positions like managers.
I would really appreciate a contact from you to discuss this further and my number is *******162
Clinic number is *******660

Thank you,
Mazen

Of course they will not respond, but it is so pathetic that a $15 dollar pair of stretch pants is so much, they feed into the younger generation of wanting to fit in and their customer service is barbaric. They would never allow comments of truth onto their site. I tried to order pants for my 15 year old daughter (as who else would stupidly spend this money as an adult on this?) This is what I dealt with after trying to process the Christmas rip off.

Tristan: Hi there, how's your day going?
Cherie Brown: OK, i just got disconnected from my chat a s I was looking to see the response. This is ridiculous. It tells me to take a breathe? Really, There is plenty of funds in the account, the address both on the card and shipping are the same, everything is correct. Why will it now process?
Tristan: Oh no! Sorry to hear that! Would you like help walking you through some troubleshooting techniques or would you like help placing the order?
Cherie Brown: Oh boy. Sure,. I am tired and just want this to go through, If you can give me info other than I have provided the correct address both shipping and card, the card number is correct along with the exp and code?
Tristan: In order for me to place this order, can you please confirm your full name, phone number, email and shipping address?
Cherie Brown: Cherie L Brown XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Cherie Brown: same as i gave time and time again
Tristan: Will our complimentary 2-7 business day Standard shipping option work for you? Your order will ship 1-2 business days after it has been placed.
Cherie Brown: Yes, I just need it to process? It keeps telling me to take a breathe?" very very annoying
Tristan: What are you looking to place an order for?
Cherie Brown: Align Pant II 25" size 2 in moss rose
Tristan: Thanks! I'll need the full name on the card, the card number, the expiration date and the security code please. Don't worryour chats are encrypted so your payment details will be blocked out after!
Tristan: It looks like that item is currently out of stock! That may be the reason you're unable to place an order for it.
Cherie Brown: Cherie Brown XXXXXXXXXXXXXXXXXXXXXX
Tristan: Is it only that colour you're looking for?
Cherie Brown: yes...
Tristan: Hmm.
Tristan: Would you like me to check the store inventory for you?
Tristan: It's only out of stock in the size you selected.
Tristan: Other sizes are available.
Cherie Brown: yes, as I was led to believe this was in stock. Can't make my daughter grow or decrease? Hello
Tristan: Okay. I'll look into the inventory for you.
Cherie Brown: If it is out of stock, then it should state so... do they think i would buy a size too big or too small just because.?
Tristan: I was able to find a few locations with the item available in the size you requested, would you like the names and phone numbers of those locations?
Tristan: I totally understand the frustration as well!
Cherie Brown:? So I will have to travel to a far away location because the "wharehouse" doesn't have the item in stock? This is such bad customer service...
Tristan: Not necessarily. You can contact them to have the item shipped directly to you just like an online order.
Tristan: Are you still there, Cherie?
Cherie Brown: I guess I am confused why a huge corporation would not properly supply a demand? They don't have an item in stock in the warehouse but a location does? Wow really bad business and marketing, actually everything. In the customer service industry myself you should have found the product and offered to have it sent to me directly
Tristan: Our website's inventory is not live and can take a few minutes to refresh between transactions. This means that when you add an item into your bag, it's not being held.
Tristan: I cannot have the store ship an item for you, unfortunately. We aren't allowed to place orders for guests with the store as it is against our personal confidentiality policy.
Cherie Brown: so what does that have to do with you finding the item and expediting it to me? I am honestly printing this out as a reference of what my company should learn not to do.
Tristan: But, you can contact the store directly to place an order if you would like.
Cherie Brown: Oh please give me the info of the store and I will be contacting them.

Response By Email (Tristan) (12/12/2019 09:35 PM)
Hey Cherie,

Thanks for reaching out to us here at lululemon's Guest Education Centre (GEC).

Here's a list of locations along with their numbers you can contact for the Align Pant II 25" in Moss Rose, size 2:

Santa Rosa Local - *******168
Tallahassee Local - *******485
Secor Village Local - *******605
Portland Local - *******140
Downtown Detroit Local - *******806
Oakbrook Center - *******610

If you have any further concerns or questions or need any help placing an order, feel free to reach out to us via live chat or phones at *******300.

Kind regards,
Tristan
Chat By Chat (Tristan) (12/12/2019 09:35 PM)

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