lululemon — Local services in Philadelphia

I shop online and mostly at King of Prussia location with fine experiences as a premier customer. Today I visited the Center City location. The experience was not good. I got in line. The cashier waved me over, then proceeded to have a conversation with his coworker as I stood there waiting for his support. When he finally started to service me per my transaction AFTER he entered my telephone number in your system, allowing him to see I was a member and ALL of my purchase history he asked if I had a hard copy receipt. I said no. He then said in the future I would need a hard copy receipt for such a transaction. I was confused and asked, “How does that work?” Because a key feature of being a member is that all of my transactions when purchased under my member # are visible to Lululemon thus NOT getting a hard copy receipt is standard. Then he proceeded to mumble a response about potential fraudulent intent as a reason Lululemon requests hard copy. That was both offensive and made no sense. The transaction was 100% in support of the policy and member spend history is easily available to cashiers. After completing the transaction I left without purchasing anything which is a first as I have NEVER left a Lululemon empty handed. Lululemon please EDUCATE this employee on customer experience AND your policies. My user name above is associated with my membership and it was on 2.22.25 approximately 2:15 just prior to 2:30 Parc lunch reservation which is around the corner from your Center City...

My review focuses specifically on my experience with an in-store exchange for a defective item I had purchased:

In February, I purchased a cross chill jacket from this location. Unfortunately, when I wore it for the first time in a light rain, the fabric absorbed water, instead of repelling it. Furthermore, the under arm area started to pill. It felt unusual considering the typically good quality of Lululemon. I tried going through the online guest education center, but they were incredibly delayed and not that helpful. After a few weeks of waiting, I took the item into the store where I received fantastic customer service. The store rep immediately helped figure out the issues I was facing and came to a quick solution. On the spot, he ordered me a new item and took back the defective item. Less than a week later, my order arrived in stores and pickup was seamless. Very impressed by the staff in-store and would highly advise taking any issues here versus...

Love the people that work there. Everyone was so friendly. I was looking for a specific pair of shorts for my husband. The staff member that helped me was super helpful. The staff member found the shorts on their website. But we couldn’t find them in the store. Then he brought this machine out. The machine kinda worked like a metal detector. The beeping sound from the machine became more frequent when it got close to the shorts. (I didn’t get the staff person’s name. He looks like a human version of a friendly panda. ) Thanks for going over and beyond! My husband loved the...