lululemon — Local services in New York

Compliments to the Lululemon team at the 5th Ave location. I am thoroughly impressed by their customer service. It is something that's worth a big shout-out. I shop online a lot. I own a ton of Lululemon products but going to the store is really not my thing. I have been to this location before but mostly for pick up or exchange only; usually in and out within a minute.

This time I was there on a fairly busy Sunday afternoon to get my yoga pants hemmed for the first time (btw it is complimentary). I did not know what to expect. As soon as I walked in someone greeted me at the front door and directed me to the top floor where the alternation service is located.

As I almost reached the top floor, still walking up, someone welcomed me warmly on top of the stairs. His name was Justin. He asked what my name was and took me to the fitting room/ alteration area right away. Two other associates helped me right away here. One directed me to the fitting room to put on the pants while another one alerted the associate for the hemming service.

The fitting room area was clean and spacious.

When I was ready a team of associates took me to a stool in front of the mirror. (I am so sorry that I couldn't catch everyone's name because I was so overwhelmed but you were all very helpful.) Gabriella did the measurements. It was like trying on my wedding dress and at the fitting sessions. That's the kind of VIP service I got from a team of happy and excited associates.

The process was quick and as soon as I changed back into my clothing, the associates were ready to give me back the receipts. This is a guarantee next day pick up after 5:30 pm. NICE!!

As I walked out of the fitting room area, my husband said people here are so nice and helpful. He was hanging out waiting for me, also holding an item I was interested in buying He said at least 2 associates asked if he's doing okay if needs assistance for anything.

We left the store as two very impressed and happy customers.

When I returned to the store the next day to pick up my pants. I got the same warm and welcoming service at the front door. And the associate who helped me out the day before remembered me as well. I told the manager, Jennifer, that she has a great team here! Keep it up guys...

Incredibly rude, judgmental and accusatory treatment by the petite Asian man at the register. Was returning items purchased online via PayPal in store and was not believed even when I was telling the truth. After producing multiple proofs of purchase, GEC was called. Even then, this person didn’t want to call the GEC through the store but asked for me to personally call the GEC eventhough he wanted to speak with them. After the GEC confirmed with him the items were indeed purchased via PayPal, the person maintained he could not return the items quoting “store policy”. No manager was called to confirm said “store policy”. This was absolutely ridiculous since PayPal in store returns were seamless in other stores.

He also quoted “privacy purposes” for not letting me know his name, which he later provided to the GEC. Avoid this person if you can, as you will spend 45 minutes trying to return items you purchased (which should have taken 5 minutes) all while being asked to confirm several times the original method of payment, not be believed when proof is produced and confirmed by GEC because he “knows how a PayPal payment method would show on the packing slip”, and gossiped behind your back to other staffers who didn’t bother to help.

Lululemon should not offer PayPal as a method of payment if in store returns are this impossible. I have been shopping with Lululemon for years but this has completely soured my experience with Lululemon. I will not be shopping at this store again.

UPDATE: The store associate relayed the items returned so vaguely to the GEC that the GEC processed the PayPal refund amount incorrectly. Yet another inconvenience this has caused that I would have...

This is the worst lululemon I have every been to and completely ruined my love of the brand.

I have been a loyal lululemon enthusiast for around a decade and have spent thousands of dollars on their gear. Unfortunately, that will no longer be the case as I will never shop the brand again.

I went to the store to exchange abc pants that didn’t fit and I was told by the manager that I couldn’t do an exchange because they weren’t washed but if I washed them I could for sure come back and exchange them.

I came back the following day and another “manager” told me I can exchange the pants for store credit since they didn’t have my size. I politely asked her if she could check me out downstairs and she said it’s against store policy (even though I have been checked out numerous times in the downstairs).

I went upstairs to make the exchange and had to wait on a 20 minute grueling line. As it was finally my turn, I explained to the cashier what happened downstairs and how I wanted to make the exchange, which was sanctioned by the downstairs manager. He refused and said I couldn’t return the pants because they were washed (contradiction).

The next part was appalling! The cashier next to the man who refused my exchange heard my story and claimed that she was the manager. She scolded me and said I made up a story and full-out lied and told me to get out. This was insane and the most disrespectful encounter I have ever had at a “high-end store”.

This staff needs to be completely retrained and I would highly highly not recommend going to this location.

Farewell...