Worst customer service
I ordered an item from the app for Christmas recently and it got “delivered” according to the email they sent me although it was never actually even delivered. I tried calling customer service but phone call wait times are ridiculous, and the hours are very limited. I’ve sent the same exact email 3 or 4 times to customer service in hopes of getting an actual response and cooperation about sending a replacement for my original order because I have yet to receive hardly any help regarding this issue. I’m very frustrated at how over complicated it is becoming for anyone to help me just get a simple replacement for a package that was never even delivered. The customer service is ridiculous, not to mention the very limited customer service hours that they’ll even respond to a call and/or email. You can’t even cancel an order from the app or through email after the guest service desk help center is closed because no one is there to help you “cancel the order”. Someone should be available 24/7 or at least make an option to cancel an order after hours available because if you place an order, they give you 60 minutes to cancel your order but oh crap you’re screwed if you place the order after hours and order the wrong size or color and try to cancel immediately after doing so...because they’re not open until morning to help you cancel and by that time, they won’t even cancel it because it’s passed 60 minutes of when you placed the order
In Store vs Online Application
Recently discovering this store over the summer I quickly fell in love with the brand and all of the products it had to offer. Not only that coming into the people were always very helpful and helped me find everything I was looking for, including the style I preferences, and the correct size proportionate to my height and waist size, which helped me out quite a bit! Switching over on the app, I figured it would be a breeze to scroll through the catalogs and find what I want and have it shipped to my house, this is what I initially thought. However, from my personal experience it was a little more difficult and actually the online experience is much worse than in person. When purchasing in person, all the shorts I had were great quality, went through multiple washes and stretched quite a bit and never made wear and tear till months of excessive use. On the other hand, when I’ve purchased online with or without this account, the life expectancy of the products I buy especially the Pace Breakers 7” or 9”, the logo would seem to fade within the first week of it hands on, the top of the strings would fall apart and crumble and the inseams would be too tight and have some parts poking at my sides when running or doing any form of exercise. Sad how great the quality product can be but for some odd reason the phone application I don’t recommend for almost Lululemon enthusiasts.
Lulu lemon hates its customers - only wants $$$
By i should have bought Nike
I placed on order on the weekend and mistakenly used the wrong shipping address. I caught my error within two minutes of placing the order so I emailed, called, and texted the customer service department to cover all my bases but because it was the weekend no one responded to me until the next morning. Unfortunately, there’s nothing they can do to change the address and when I asked to cancel the order so I could re-do it, they told me no, as it was over my 60 minutes window to cancel. I asked multiple representatives to cancel it and they told me if and when I receive the order, I can take the items back to the store to manually return if it’s within their return policy time frame. No one cares you’re spending hundreds of dollars on athleisure wear. All lululemon cares about is getting the sale. I am confident Nike would have made the situation right to either make sure my shipping address was changed or allow me to cancel the order. Now I have to wait for my order to be delivered to a business I don’t work at anymore and hope it will be sent back to lulu lemon before they will allow me to change my shipping address and/or credit me back the $309 spent of shirts. Kind of ridiculous for a company who prides themselves in their ethical standards. Save your money.
Can’t log in. Can’t find my account.
I can’t log in. Can we get any more basic than this? How was this version even released? “We couldn’t login to your account.” I tried to log in on a web browser and it worked fine. Seriously guys. Way too much friction in getting people to use your app. Please work on this and test your apps before you release them. What is lulu doing with all of the money we are spending on their merchandise? Let’s improve the experience for loyal customers who are actually trying to give you more business ... you’re making that experience very unpleasant. Also what’s the point of having filters if they don’t work. Again, something so simple and basic is broken. Example, for men’s shorts, I get 68 results. If I apply the “running” filter, I get 1 result. Ridiculous. Where are all of these glowing 5-star reviews coming from? They most certainly aren’t real. I’m tired of seeing all of these big companies gaming reviews and ratings. It’s completely dishonest. There’s no way an app where I can’t log in and where the filters are broken has a 4.9 rating. This is fraud. That’s exactly what this is. Incredibly disappointed.
Love the apparel & customer service, BUT...
It’s beyond frustrating when I get a message introducing new apparel, and when I go online to purchase an item, it’s sold out almost EVERYWHERE (online and in stores). How “new” is it exactly when everything in small sizes are sold out? I really like the real-time inventory check on the app, but the desk top version leaves something to be desired. It seems that not all Lululemon locations are represented, or show stock availability. I went on a wild goose chase trying to find the Align II pant 25” white, in size 4 only to come up short each time. What would be SUPER helpful... if there was a way to be alerted when stock gets replenished. I’ve been trying to find long, white leggings for the better part of 2 years and I keep missing the boat each time. Sales associates in the store couldn’t even tell me how often new stock comes in. “Whenever distribution sends us stuff.” I guess it’s just not meant to be.
I have been a huge fan of Lululemon for almost 10 years, but the app needs a lot of work. It glitches quite often and items disappear from your cart or at the point of sale, there’s an error that something is missing when everything is filled in correctly. It seems to happen most often when there is a delay in starting to add items to the cart but getting interrupted and not getting to finish it at that moment. When you return to complete it, and yes for me sometimes it could take a couple days to get back to it, the cart is empty and I have to start over trying to remember what was there. I’ve also found that if my stuff still happens to be in the cart after a delay, a glitch inevitably causes some type of error when attempting to checkout. I’ve tried checking for updates, etc, but still seem to have these issues often. I hope this helps because I love having the app, but it does need some work.
No order cancellation
You can’t cancel an order minutes after purchasing. I bought $400 of merch, and realized that it auto filled the wrong shipping address (in a state 2500 miles away from me) the second I hit the button. I figured it was not a huge deal because I’d just cancel and start over with the right address, since it had only been seconds since I placed the order. Nope. You can’t cancel orders at all. I try to call customer support and it’s literally just FAQ’s, no people. I try to chat with customer support and it says I’m 18th in queue etc all the way down to 1 and then it jumped up to 355th as soon as I got to 1. This is an absolute joke that such a massive national brand can’t have customer service or allow order cancellation seconds after placing the order (before anything is even pulled from their warehouse shelves)
I guess I just blew $400 I’ll never see again. I will never be buying from Lulu again, Vuori has better quality and much better customer service. Even Nike is preferable IMO.
App is a joke
You are loosing a long time and prolific customer. Your app has been glitchy for some time and I've resorted to using your website. Over this holiday season both have been unreliable. They aren't saving guest profile information and not processing payments. Over Christmas the only payment it processed was through PayPal. I've reached out to your company through site feedback and received condescending cut and paste responses. You should read my entire message or look up my account information. Yes, I've already made sure my address, billing address, credit card numbers are correct. I've retyped them even though they're saved to my account. I also have plenty of funds available on the cards I've tried to use! Your app isn't even recognizing your own gift cards! Between blatant borrowing of design inspiration from your competitors and your rapidly declining customer service, your company is quickly becoming a joke.
I love it so much!
There once was a time where I was like “why are leggings so much, how special could they be” after my first pair... let me tell ya.. They’re VERY special! I am obsessed with this brand now. I have numerous pairs of leggings, scrunches, skirts, etc! I love the quality. Other leggings rip in the middle because of their low quality and cheap material. However I have had some of my lulus for 2 years now (as I am a newish Lulu addict). They still look brand new! I always like to buy variations because they make work, working out, hanging out so easy! Seriously I love my lulu everything! Thank you for the incredible quality and customer service always! You are the Disney world of clothing stores.
By Sins are deadly
Price of lulu backs up great product and customer service. I know when I purchase a lulu item it comes with a network of people to assist me if needed.
The product reviews are helpful, and I love that we can see reviews from other countries when their releases are ahead of the U.S. I’d like to be able to give customer reviews on the app. That is my main method for communication with customer support and for purchasing.
I feel like a lot of the positive reviews aren’t being posted because it’s a hassle to get onto the desktop version, especially when the app is sooooo much more streamlined and user friendly!
However, I often have issues during checkout, about 40% of the time. And my response from customer service is “order from a computer” but that’s not helpful to someone who impulse buys away from home especially on Tuesday when I’m at work haha.
I also have issues with stock levels in stores not being accurate via the app...this has caused headaches for me a few times as well as employees
Overall, minor issues I hope to see fixed!