lululemon — Local services in London

Lululemon Kings Road - My experience yesterday was really poor. In my view, the real test of a company is how they respond when something goes wrong and yesterday Lululemon scored badly. Here goes! I bought a pair of Softstreme High Rise Pant at the beginning of September, took them on a city break, they were great to wear, look good, comfortable and do not crease. When I returned home, I noticed some marks on them and I washed them exactly according to the instructions. When buying them I was made aware the fabric was plush and subject to marks and needed careful care. After washing the marks remained. Yesterday I entered Lululemon very positively expecting them to have a solution. No such luck, only insult. I queued for a few moments, the first assistant handed me off to her colleague on her left, that assistant guided me to join the Manager’s queue which I did. Having stood there a few moments, the Manager looked at me annoyedly, barking “What’s your problem, anyone can handle that, go and speak to the assistant at the changing rooms”. I head off to said person, who is delightfully friendly and listens to my issue. She assumed that Lululemon would offer me a replacement but she needed to check with the Manager. She returned to say that the Manager’s answer was “you can have 25% off a new pair, the mark must be cream or oil or some residue in the drum of my washing machine!”. I thought it was a real cheek to make such assumptions and more importantly, if you are going to make them then at least have the decency to come and tell me yourself and not send your junior colleague. I was not happy and shared these feelings with the assistant. That is the last time I will step inside a Lululemon Store, nobody deserved to be treated as I was yesterday. I would have given a 1 star expecting for the fact that the Assistant was very helpful and...

Unbelievably rude staff. They left a security tag on a winter ciat I bought for my wife. When we triggered an alarm at another shop, we came back immediately asking for help. We were initially dismissed..led to believe we must have caused it with something else we bought. it certainly wasn't the shop.assistant's fault because sometimes other customers left other tags in pockets. After s cursory check, we were assured it wasn't them. This time the coat did trigger the shop alarm. Shop assistant then checked the coat for the third time and this time found the tag and proceeded to remove without a word let alone word of apology. When we noted an apology was appropriate she lied saying she had already apologised ( had not ) and then said 'I apoloogise again' in an insincere contrived manner. A few heated words later, we refunded the coat and have vowed NEVER to shop there again. Still a fan of the brand...but this shop? Never...

I received the most SHOCKING experience and customer service at the Kings Road branch on Tuesday by the sales assistant and manager of the store.

As a customer spending over £100 for leggings, I expect a higher standard than calling me “honey” and when I ask what colours are available in the size she responds “well it looks like it doesn’t it?”

After asking to speak to the manager, she was extremely unhelpful and refuses to give me her name or the sales assistant so I could escalate the matter. There was no sympathy and I left the store very upset and disappointed.

You go to Lululemon for the experience not just the product. This experience ruined my day.

I used to go to this store regularly as do my friends and family and I have NEVER experienced such terrible customer service. The experience at Lululemon is usually second to none.

Now I will never return...