lululemon.uk Avis 385

Firstly customer service is called guest education centre! What a pleasure to be educated on how not to treat your customers…
Ordered a £68 t-shirt on the 26th Sep (I must have been drinking) for the great Scottish run on the 3rd Oct so had plenty of time to deliver so I thought. Updated with 48hour delivery on the Royal Mail app which was a result. Unfortunately the Royal Mail app wasn’t updating, and said they they had not yet received the order. 48hours passed so I reached out to the guest education centre. 1-3 days SLA for a response, the response came

“In this case, our European Guest Education Centre (GEC) is best equipped to support your inquiry. We kindly ask that you contact them directly for assistance with your order.

You can reach them by: Phone: +44.0800.783.9249 or Email: gec@lululemon.

We truly wish we could assist you directly, but our access is limited to orders placed within the USA and Canada. Thank you so much for your understanding, patience, and trust in us.”

They appear not to have the facility to forward an email! Time to get onto Next and order a Nike top for next day delivery (which came on time).

The response from the UK education centre came after the race which I PB’ed thanks to Nike. The item never left the warehouse and they can’t send me a replacement, which is strange as they are still in stock on the website! Hmmm.

So I can know expect my money back in 3-10 days unfortunately the money leaves there account immediately, so they tell me but their financial institution apparently needs to process via carrier pigeon.

Lululemon have some great products, I know this as they spam me with emails everyday telling me what to buy! What a shame they can’t stock or deliver them!

Lost me as a customer for what it’s worth.

Apologies for the rant and I you got this far I’m sorry.

David is an absolutely exemplary and exceptional educator. I was utterly taken aback by how dedicated, compassionate and caring he was. David embodies going ‘above and beyond’ and with such a sincere and impressively polite and genuine manner it’s remarkable. David was highly perceptive, swift to act and the type of person so rare nowadays in their authenticity. Knowing people like David exist quite literally restores my faith in humanity as well as the brand. The fact he is so humble and polite despite his outstanding talents and gift for his role is incredible. David is a true brand ambassador to LuluLemon. An asset who I hope is highly recognised and rewarded. If only everyone was more like David for his genuine empathy and kindness cannot be faked. I am so utterly grateful to David and I wish him every success in his career and know that good karma will come to him. He truly possesses the type of care and customer service reminiscent of decades which have long passed. An absolute gem and I am very thankful to have been helped by this moral and deeply good soul.

I had a small problem with my order and after reading the reviews on here I was skeptical on whether this would get resolved however they were fantastic and sorted this straight away. I spoke to a customer service advisor called Jade who deserves 5*!

I had a faulty pair of leggings and as per their website they offer free repairs. I had to get someone else to return these to store for me as they live closer (20 miles) to Cambridge than I do (60 miles one way) as you can’t do this through the website it was already an inconvenience but hey repaired as new leggings…win win.
Mid July these were taken into store and told that it would be 14 days and I would receive an email or a phone call when ready it’s now the 28th of September and I still have no leggings?? Nobody answers emails or the store telephone, erm hello does anyone know where my leggings are? Gets an email from them eventually-ring the store! Genius why didn’t I think of that 🤦🏼‍♀️
Terrible company, Non existent customer service.

I returned items to Lululemon UK, Sweaty Betty and John Lewis all on the same day. John Lewis and Swetty Betty refunded me 3 weeks ago! Lululemon have taken forever and I’m guessing I will have to claim from my bank now as there is no sign of my items returned from Evri. I made a very expensive purchase and I’m really concerned how they tackle returns and refunds. Will never be purchasing from them again.

Return tracking has not been updated and they keep saying I should wait. If the package is lost they say they will look for another suitable solution depending on the situation. There is no suitable solution, I sent my return as per instructions, and I want my refund.

Men’s trousers such poor quality

I went to the shop in Edinburgh and the staff were rude. I doubt they would be so rude to a female

I tried the online return process but you need a science degree to follow the process, attachments and all else

Got the trousers mended myself and won’t ever use LLL for my gym or workwear ever again

The clothes are great (except for inconsistent sizing in different colours) but customer service is complicated and time consuming. Recently had to sent multiple emails re a sizing issue, instead of the first 'educator' simply solving my issue, by passing it on to the design team. In the end, I was gifted a voucher, for the hassle, which however, did demonstrate accountability and redeem my good opinion, hence I upgraded a star.

Had a great experience in Guildford today with Millie. She helped us with a gift card and really good customer service. Thank you Millie

A pair of trousers discoloured after two washes and when I asked for store credit under the quality guarantee, I was flat-out accused of using bleach or fabric softener. I hadn’t — and this was the only item affected. Instead of helping, staff kept deflecting me to online services until I escalated to the manager.

Even when they finally issued store credit, the whole experience left me feeling treated like a liar. If your policy is to assume every genuine customer is abusing returns, you’ll drive people away. You’ve certainly driven me away — I won’t be back.

£88 pair of trousers arrived with one pocket sewn attached to the leg. On the other pocket the sticking is already fraying. Very surprised for the price, this is my first piece of Lululemon clothing. Opened a case with the live chat and told will take 5 business days for a response. So going to be weeks before I get a replacement by the looks of it.

The store manager Ray just served my 14 year old son Ed and has earned a loyal customer for life! Amazing customer service and kindness. Better than 1st class.

Truly the most horrendously awful customer service I've ever dealt with. In early August I ordered 4 hats from the Lululemon website. I kept 1 and returned 3. A few days after returning the 3 hats I received an email to say they had received my return and a refund would be processed. 10 days passes, no refund. Then I received an email from Lululemon claiming that I didn't return 3 hats, and instead I returned a pair of trousers. NO I DID NOT. I returned the 3 hats. I had never ordered, received, or returned those trousers they mentioned. I went on their livechat and the first person I spoke to insisted I returned the trousers and not the hat and said there would be no refund. I spoke to someone else and he was at least empathetic and said he would raise the issue with the warehouse and get back to me within 1-3 days with an update. I didn't receive any update so went back on their livechat. This time, the lady once again insisted I did return the trousers and not the hat. I made it very clear at this point that I would be pursuing legal action for defamation (accusing me of being a liar) and for illegally withholding a refund. The lady then said that she had processed my refund as an exception, as a gesture of goodwill, and then doubled down on her false accusations. UTTER MADNESS. There has clearly been an issue in their warehouse and I suspect my personal data has been violated/mixed up with somebody else's. I will never buy anything from Lululemon again. Horrendous experience.

I have to say I’ve had no bad experiences at all , very good customer service on the phone as live chat doesn’t work ?
I’ve ordered three times and had very quick delivery each time and very happy with products , capri leggings and cotton tank top , I will definitely use again .

The worst return I have had to do !
I am still waiting for my voucher after returning a faulty top
No luck in the shop they need to try to repair first then if the customer isn’t happy they will offer a return
As it was over £100 and only worn 5 times that did not suit me
On ringing customer service they spoke to the shop no luck
I had to return after proving by photos it was damaged
It took many emails one a Lulu error
Yesterday I managed to post back with ups
So how much longer will it will take now 🤔my return call started on the 9/7 almost 5 weeks ago

Item ordered arrived on time, no problem there, it was not suitable, return was easy information and communication good, return acknowledged on the 30th of June 25. However have heard nothing since, have attempted contacting but the process seems very complex , is there a UK email address? Eventually contacted LuLuLemon who assured me that the refund had been made, they were right, I was wrong adujuted star rating accordingly, minus one star for not letting me know via text or email that I had been reinbursed

Completely unsurprised that lululemons stock has declined nearly $200 in the last 2 years.

I used to swear by lululemon, loved their values, loved their clothing and loved the ethos. Now a days it is a virtue signalling organisation that may as well be another non aspirational brand.

They also seem to pick non-aspirational brand ambassadors now. I remember some of the ambassadors previously chosen and they were Godly. I will say, I love The Woodhalls, but apart from that local ambassadors are vanilla and usually haven't made much of an impact in their community. There are of course a few individuals that are rockstars, but it’s not many.

I would go back to basics, find the right people again and look for genuinely aspirational community members.

Outstanding service whether in shops or online. Most pleasant and helpful staff.
Quality garments.
Returns are dealt with without any hassle. Refunds can be made in stores or returned using labels sent by Lululemon. 2-3 days postage and followed by an immediate email notification of receipt. Refund then made and money In the account within 5 business days.
By way of comparison, I am still waiting for a refund from a major brand that put themselves on top, only in terms of pricing and nothing else, at all, 3 weeks now since they received the garments and no way to contact them other than an automated chat.

Terrible quality.

An absolute nightmare to return. Still haven’t managed. Customer service rude and patronising.

I love Lululemon at Bicester Village BUT…

I purchased a define jacket this year (approx Jan 2025) and spent over £100 for one because of the positive reviews I had heard.
Sadly, after having the item for less than a year it started to show piling.
I always ensure (especially with luxury items) I wash and care for my items as per label instructions and ensure well looked after.

I contacted them about this via customer service online but they claimed and blamed me and said it was because I didn’t wash it correctly and general wear/tear. A item with such a high price should not pile when less than a year old. I also feel it is not appropriate to blame the customer.

I am extremely disappointed as I am a regular customer at their Bicester Village store.

I also have the same jacket in 4 other colours and they have not shown piling and I have had zero issues with the other colours.