lululemon — Attraction in Jacksonville

A number of friends recommended that I look at Lululemon as I'm updating my wardrobe after significant weight loss. To try them out I found a shirt of their "We made too much" page and ordered it. After 10 days I still had not received the shirt even though both Lululemon and the delivery agent, Veho, sent me notices that it had been delivered.

Because I've had experiences with missing packages in the past I've been using a UPS store to receive my packages. I've been doing this for over 5 years without an issue. One of the key advantages is that they log each package when it is received and again when it is picked up.

Checking with the UPS store, they had no record of any delivery being made around the date and time indicated on the delivery notification from Veho. They searched their records for any packages with the tracking number provided and found nothing. We verified the tracking number against the number on the package in the "Proof of Delivery" photo supplied by Veho. The Store also did a physical search of the store in case the package was misplaced somehow. Nothing was found to indicate the package was actually delivered.

When I examined the delivery confirmation from Lululemon/Veho closely I noticed several items that concerned me. They had included a "Proof of Delivery" photo on their tracking page. Looking at the photo, it not a picture of the package sitting in a place that would indicate delivery. UPS and Fedex routinely take a picture of the package at the point of delivery like a porch, or in this case, the counter of the UPS store. Rather, it is a photo of somebody sitting in a vehicle with a grey interior holding the package in their hand. You can't see outside the vehicle to come to any conclusion where the vehicle is located. I then downloaded the photo to examine the metadata. All it contained was a timestamp, presumably of when the photo was taken. Interestingly, the time stamp was nearly 20 minutes earlier than the indicated delivery time. Overall I had some concerns with the actual delivery claim. I was not requesting a refund, just delivery of the product I ordered.

I contacted Lululemon through their web chat and started a claim for the missing package. This resulted in a machine generated message to me asking for more details. I responded with all of the details outlined above. The next day I received a notice that they were denying my claim since the package was sent to a "Freight Forwarding Company" address (the UPS Store).

For the next several days we went back and forth via email. While each email from them came signed by a different person they have many of the earmarks of being AI generated in that they all had the same wording expressing their regret that they could not help. After explaining again and again that the problem was that the package was apparently never delivered, and therefor where it was supposed to go was not the issue I received an "escalated" response. This one again appears to have been machine generated in that is picked out, and highlighted my points and issues, but refused any help other than telling me to contact local authorities or the UPS store.

After a rather sarcastic reply to that last message I received another that said they were escalating the issue to a dispute resolution team. Today I received the result, which was the same as before in that they won't do anything. It was even better in that they recommended I order again and have the package delivered to a secure address that can confirm delivery. I find that ironic in that they won't do anything because I've been doing exactly what they recommend.

It was such a bad experience that I've contacted my credit card issuer and am contesting the charge. I've requested that my account on lululemon.com be deleted, and have unsubscribed from the email ads they keep sending. All in all, in a world of stores that are willing to listen to their customers and resolve a situation like this I won't be recommending Lululemon to anybody or doing business...

Every single time I go into the store, I leave frustrated. The employees here are some of the absolute most miserable and condescending people I’ve ever encountered. I was there on Friday (6/2), four of the workers walked past me without speaking but making eye contact before anyone asked if I needed any help. The only person who bothered to even help me was Mya. And I’m pretty sure it’s bc she was the only other person of color in the store besides myself. They never have anything in stock, and if by chance there is something that you’d like to purchase, you cannot use a gift card AND any qualifying discounts online for in-store pick up. No one at the store cares about any of that in the slightest since they won’t even let items be placed on hold, even though the online buying restrictions are in place. When I asked for some sort of solution, I was told that that is their policy and there isn’t anything else they could do. Besides, having me purchase the items FULL PRICED and then they would refund the difference on a gift card. I was already planning to stop buying Lululemon products after them taking away the ability to buy items with a gift card and discount online but this latest trip solidified that decision for me. Maybe you guys should consider adding some mental health support for your employees so that we as consumers aren’t subjected to their awful behavior for as much as...

I avoid this store like the literal plague. The staff here are, without question, the rudest and most condescending I’ve encountered in any retail environment. The first few times, I chalked it up to someone having a bad day, but after multiple visits, it’s clear this is just the culture at this location.

Most recently, my wife and I stopped in over the weekend. She was looking for a specific style of leggings of which she already owns 20+ pairs. When she mentioned to the sales associate that she does "pretty much everything" in terms of workouts (she’s a spin and Pilates instructor and also lifts occasionally), the associate cut her off mid-sentence in the most condescending tone. Instead of listening, she proceeded to lecture my wife on how the leggings she chose were “not for her,” and insisted she pick another style.

There’s a huge difference between offering helpful suggestions and flat-out dismissing a customer. This wasn’t helpful, it was patronizing.

To make matters worse, if you dare use the fitting rooms and don’t end up buying something, be prepared for eye rolls and passive-aggressive side-eyes from the fitting room staff. It’s genuinely uncomfortable.

Bottom line: this store needs serious customer service training. I’ve never left feeling good...