lululemon.uk Avis 386

Purchased a £150 voucher and was sent an order confirmation.
Then the day before I was going to give the voucher to my mum they cancelled it!
Taken my money straight away and haven’t even returned the money!
I emailed Lululemon and they gave me a number for the “3rd party voucher” company which isn’t even recognized 🙄

I recently purchased a pair of pants from a Lululemon store, only to discover that the security tag had not been removed. This was already frustrating, as I had to go out of my way to fix an issue caused by their negligence. However, the real disappointment came when I contacted customer service.

Instead of promptly resolving the issue, the agent repeatedly questioned the legitimacy of my purchase, even after I provided multiple photos of my receipt and the tagged item. At one point, they outright claimed that my receipt wasn’t from Lululemon, which was both insulting and completely incorrect. After making me jump through unnecessary hoops, they finally admitted their mistake, but not before wasting a significant amount of my time and making me feel disrespected.

Mistakes happen, but the way a company handles them matters. Lululemon’s approach was dismissive and unprofessional. Rather than offering any meaningful resolution or compensation for the inconvenience, they simply dragged out the process and showed a complete lack of customer care.

For a premium brand, this level of service is unacceptable. I expected better from Lululemon, and after this experience, I will seriously reconsider shopping with them again. If you value good customer service, be prepared for disappointment.
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Lululemon responded by asking me to provide my order details below. I submitted the information immediately, but I have not received any apology or further feedback since a month ago.

ordered over £150 of clothing. one item missing from parcel, had to contact customer service. it was shipped by UPS who decided not to bother to deliver it to my house or even leave me a note to tell me they have left it at a UPS centre for me to collect. Centre is miles away from my house. CS response was to either collect or wait forever for it to be returned and I would only then get a refund.

I purchased a Lululemon sweatshirt expecting great quality, but after washing it properly, strange discoloration started appearing. A second wash made it even worse. Customer service refused a refund, claiming it wasn’t a defect. Really disappointing for such an expensive item!

Disappointed by Quality and Return Policy

I recently purchased a Lululemon hoodie, expecting the high quality the brand is known for. However, after washing it according to the care instructions, I noticed multiple dark stains appearing on the fabric. Surprisingly, after a second wash—without even wearing the hoodie—the number of stains increased. Upon closer inspection, it became clear that the zipper was transferring stains onto the fabric, making this a design flaw rather than user error.

I reached out to Lululemon’s customer service, expecting a resolution under their Quality Promise, but my request for a refund or exchange was denied. Despite providing multiple photos showing the issue and the fact that the hoodie deteriorated further after washing, I was told this was not considered a defect.

I have always appreciated Lululemon’s commitment to quality, but this experience has been disappointing. If a product becomes unwearable after just a couple of washes due to its own materials causing damage, it raises concerns about durability and design. I hope Lululemon takes feedback like this seriously to improve future products and reconsider how they assess returns for clear manufacturing issues.

This is the second time I’ve ordered online from this brand, and I regret not remembering how poor the service was the first time. I placed an order three days ago, and when I checked the ETA today, it still only says 'shipped.' The original ETA was three days from the order date, but now there’s no clear indication of when my items will arrive—it feels like you need to be a mind reader to figure it out. For a brand that charges premium prices, the service is disappointingly subpar. Customer beware

I have been teaching exercise and living in leggings for around 15 years. Never have I
a) been sold leggings with a hole in them
b) been charged £100 for the privilege
c) been told by disingenuous staff "we can have them repaired for you"

So leggings that had been bought at 11am and a hole discovered at 5pm on the same day, is apparently my fault for not checking for holes. Actually being told by staff "thats why we suggest you try things on before you buy them" complete with fake smile.
I DID try them on but also was aghast at the suggestion that the customer has to inspect their garments to check for holes?!
So the leggings debacle continues, I have contacted their customer services, oh sorry "educators" to explain that since leaving the shop I fully read my consumer rights and now know within 30 days a customer should be offered a replacement...AFTER 30 days, a repair can be offered. Good to know for next time, not that there will be a next time for me at Lululemon.
In essence POOR QUALITY, OVERPRICED AND SHOCKING CUSTOMER SERVICE. American lifestyle brand at its worst, charge the maximum and care the minimum.
{Insert Fake smile}"but have a nice day"

This company has just allowed fraud on my debit card because my account got hacked. I reported it to them within seconds of the order being placed. They cancelled the other two orders now got confirmation of this order has been dispatched very disappointed. They’ve used their profit over cancelling an item.

The loveliest team (Covent Garden Sunday) and a big thank you to Daniel so kind I think the lady's name was Katy (Canadian accent!). The nicest two! I had the best fitting room experience with them and ended up leaving with an order of 2 pairs of the Groove Nulu Super-High-Rise Flared Pant.

Thank you! x

My husband bought me a gift based on my usual size (long term customers over 13 years) and the order Lululemon order number: UK03154515 had other items in it. One of the tops does not fit right and when compared to another of same size it is significantly different in the shoulder length, I reported it and they said there is nothing that they will do. So for an item that I can’t wear and he spent £29 they just didn’t care. The reviews show other people to be complaining about the fit as well but they told me it was “personal preference” not a quality issue. Well I’ve never had this issue with other items of the same size before …so I would say it’s a manufacturing quality issue for sure! I couldn’t tell until I started wearing it because I trusted in the lulu quality assurance and had removed the tags. The customer support was very much “not our problem” when I have pictures comparing to other similar items and showing how this one is clearly designed/cut short in the shoulders causing a poor fit!!! Sooo unhappy and making me question the lulu brand so much.

Ordered some (very expensive!!) items in December 2024 and they still haven’t arrived. I contacted their useless customer service via online chat, apparently they will ‘investigate’ and get back to me via email within FIVE WORKING DAYS. So back to waiting. I fully regret not checking Trustpilot before making such a stupid decision. If I ever manage to get the items (doubly at this point), they are going to be immediately returned to their store unopened. I won’t touch this company and their rubbish products with a barge pole. 🤮

I am a dedicated yogi and have ordered several things from LuluLemon and Sweaty Betty recently. Sweaty Betty comes out on top for me. Their products are better quality, the delivery is way quicker, customer services is easier and I'd say their price point is a bit lower. Just a shame that Sweaty Betty doesn't do men's stuff.

UPDATE: my ordered arrived - it was meant to contain men's yoga pants but included some strange leopard print leggings. Argh.

I went to lululemon to try on their jackets and I asked one of the lady’s to see if they could help me with sizing and she seemed very entitled and wasn’t inclined to help me, as if I was only delaying her day.

Ordered on website and half my order was delivered with security tag on .. contacted live chat and talked to extremely rude person who asked me to prove the tag was attached ( why would I lie ) and then told me it would take 7-10 days once they got them back to remove the tag and another 2 day to return ( meanwhile they have my money ) she told me it wasn't her fault but the warehouse peoples fault ( so professional ) totally rubbish for expensive brand .
NB :I have call transcript if you are interested LULULEMON

I got a gift for Christmas from my kids a gym bag and a water bottle went back to the store in Kings Road Chelsea London they refused to return the water bottle claiming that had no tag on it even though it was bought all a few days ago and everyone knows during Christmas You always return or exchange the gift you get the store manager and their Assistent were so rude and very unhelpful. They only returned the bag they said because I had the pricetag on it by the bottle they want and asked me to contact Customer Services so they’re basically trying to make my life difficult, so I just give up and keep it. They said their policy says pricetag needs to be there who leaves a price tag on an item when they are gifting it to someone the bag had a tag, but it was no price on it but the bottle it was removed because the tag had the price on it basically made me feel it’s their way to scam people and when I kept talking to them about it they made me feel like I’m doing something wrong and everyone was looking at me because the way she was talking she was really rude if I could give you -0 I would at the level of service that your managers give is not even a normal staff member managers they supposed to have a better level of service workerslike this who drags brands like yours down and lose customers all I can say just avoid this brand or ask 1000 questions before purchasing anything from them and maybe bring a contract with you make them sign it haha so disgusting and upsetting

Was very lucky to be bought 3 items from Lululemon for Christmas. One, a jacket, was too small, so we travelled to the Guildford Store to exchange it. All good except husband and daughter (who couldn't remember who had ordered it) could not find emailed receipt. Husband managed to show credit card statement and talked through which other items they had purchased to make up the amount. Yvetta was very patient and made the transaction to allow a larger jacket to be sent out to me. She was truly excellent and she deserves the 5 star review. Thank you!

If I could give 0 stars I would. I bought align leggings in black and 2 months later they are so bobbled and look absolutely awful. Lululemon refused to exchange or refund, stating I hadn't washed them correctly. I've been doing laundry for 30 years now, and can a washing label. £88 for 4 wears, rubbish.

The snap closure on their backpack broke within a month. I emailed them and sent photos. But they only offered store credit - for their faulty item!
I rang Citizen's Advice and based on what they told me, I emailed again and again until they reluctantly agreed to refunding my card. NOT ever going to buy from Lululemon again.

Need to go back to using a reputable courier NOT ROYAL MAIL. Ordering things atleast £200 and using royal mail to deliver them is crazy. Ordered a set that I waited months to be back in stock and over a week went by and my parcel was then marked as damaged. I was unable to order it again because it went back out of stock. When I used them previously they shipped with UPS and my item came promptly and the tracking information was great. For a luxury brand they should be using a luxury courier. I'd rather pay for good delivery service than free questionable service.

On renewing my Sweat Collected discount I have discovered that if you have been a teacher for more than 10 years Lululemon penalise you! They remove your discount. They ask for a qualification certificate that is less than 10 years old - other than re-training how are you meant to do that and believe me I provided everything!! Insurance, training certificates, original certificate and even a letter from the training body I am associated with!