lululemon — Local services in Reno

This past holiday season I visited the Lululemon at the Summit on Virginia St in Reno, NV, to do some shopping for myself and my boyfriend for Christmas. The store was crowded which was to be expected due to the holiday. After making my selection of which items I wanted to purchase for my boyfriend, I searched for the correct size, on the bottom rack, which The size I needed was not there. Then I looked on the top rack which unfortunately were out of my reach and noticed the size I needed was located on that rack. So I walked to counter and asked if someone could help me. When I got a response from the cashier she told me “they’re down there” and didn’t seem too interested in either helping me (which I understand as she was helping another customer) or calling someone over to help me. I felt very uncomfortable as I felt that I had inconvenienced them. The rest of my visit was pleasant, the person that came to help me, helped look for an additional item and the girl that checked me out was also pleasant and helpful. The second visit I made this holiday season was on the 23rd again the store was crowded which was to be expected. This visit I brought my mom. She was very disappointed as she was denied using her military discount since some of the items she was purchasing were men’s items, and when the cashier bagged up her stuff she shoved all the items in the bag, didn’t bother to give a bag big enough to fit the complimentary box and did she not bother to neatly fold the items before placing them in the bag. I was very irritated about my mom being denied to use her military discount. We are both dependents of a navy veteran of 23 years, and I have NEVER had an issue using my military discount on my purchases at lululemon regardless of what I was purchasing. During my first visit the cashier gave me, my military discount on my entire purchase even though she knew they were gifts. When I checked out I got the same cashier as my mom. She was cold, not personable and seemed to in a hurry to be done with me. I was very disappointed in my experience this holiday season as I felt like because of maybe how I looked or dressed that the associates at this location did not feel I could “afford” their clothing and didn’t want to bother in helping me. Although I was disappointed in my experience, I was going to leave it alone. But this morning, Christmas morning, I opened my gifts and my boyfriend had also bought me Lululemon clothing. When we started talking about our experiences while shopping, he stated he had a disappointing experience as well. He stated that when he went into the store no one wanted to help him. Only the male associates showed any interest in helping him and it wasn’t until he starting picking out stuff to purchase did someone want to help him. He felt like because the associates working that day did not feel that he was going to buy anything they didn’t want to help him. This really upset me because I don’t feel that it is right for someone to choose not to help a customer just because they “appear” like they will not purchase an item. I also felt like I was constantly being judged in the store due to my weight, possibly my looks or maybe what I was wearing. I used to work in retail and I understand how busy the holiday season can get. But due to the craziness of the holiday season is most important to have great customer service and to be helpful because your customers are stressed too and all they want to do is get what they need to go home or continue on to the next stop. There needs to be a change in how this store is ran and there needs to some training in customer service for these associates. It is not okay to make a customer feel uncomfortable during their shopping experience and it is not okay to judge someone. Especially a...

Extremely terrible return experience – misinformed staff and conflicting policies

I placed an online order on 4/27 and received it in two shipments—one on 5/1 and one on 5/2 (tracking confirms this). Lululemon’s own online return portal showed my return was eligible until 6/12, and I had the option to refund to my original payment method. I showed this to the store manager (female, 5’4-5’6, mid/late 20s to early 30s, round face, semi blond) at the Reno, NV location on 6/1.

Despite that, the manager refused to refund to original payment method, saying it had been over 30 days from the order date (not delivery). When I showed her the policy (30 days from delivery for online orders, which was also verified by CS agent through texting later) and confirmed the 5/2 delivery, she temporarily agreed to refund part of the order (not the part that was delivered on 5/1). I asked her to confirm with GEC while I went to bathroom at Dillard’s, she then claimed customer service confirmed everything was delivered on 5/1 which past 30 days so not eligible for original payment method refund, which is false. I showed her the correct tracking info on my phone - she wouldn’t listen and told me to talk to GEC.

I drove 30 minutes to the store and spent another 30 minutes there, only to be denied a refund that should’ve been approved. After I stepped out of the store, I started texting with GEC. The agent told me to show the text message to the store manager because they believe my order is eligible for a refund to the original payment method but at that time I really didn’t feel like going back arguing with her anymore. I also tried to exchange a belt bag from this order to a different color (same price, same size, same product number) but the guy at check out (white, about 6’2? very tall, short straight hair) wouldn’t offer me an even exchange - I used Oura Ring 20% off promotion on the entire order and he said because the promotion is over. I argued this is the same item then he went to the back to seek clarification and agreed to offer an even exchange but the store manager noticed the order date hence the entire story said above before the exchange was successfully done.

The entire interaction was inconsistent and frustrating. As a customer, I shouldn’t have to fight to get a return honored that your own system approved. I just felt like this store went out of their way of not wanting to refund me to original payment method. They could argue that online and in-store are two different systems - in customers view, they both represent Lululemon this brand, there is no difference. Will absolutely NOT return to this store and will unlikely shop at Lululemon again.

All statement made here has screenshots...

Hi I meant to post on this earlier but decided not to as I feel that my experience at this LuLu was not an accurate dipiction of the company as a whole but about a month ago I went to this lulu to get my leggings repaired. I purchased my leggings at a different store but I go to UNR so this location was most convienent for me. I was greeted by one worker that was very friendly and started the process of helping me then another girl game over a little older maybe a manager and kind of took over the process. She immediately started foreign away at questions asking me the specifics of how I use them for how long etc. this was not a big deal as I figure she is trained to ask these kinds of questions. I explained to her that I mostly use the leggings for casual wear, and yoga, occasionally using them on the olypitical. I follow all washing instructions to the T and have not had this pair for very long. She the hole time came off very judgey with her tone and almost was grilling me to find and excuse not to help me.... she then instructs me to buy a sturdier pair next time because "I'm a thicker girl and the leggings can't take the friction between my thighs". Now I'm an average sized 22 year old girl. I wear a size 8 jeans and have a pretty proportionate body type with slightly curve butt and thighs. I think she may have known the way she phrased this was a slip up by the look on my face and the look on hers after she saw mine. But overall the way she referred to me as thick came off extreamly offensive and shameful. So much so that a month later I still constantly think of this woman calling me thick when I look in the mirror and I had to ask a friend to go pick up my leggings after they were repaired because I was embarrassed to go back in there. Also after I left the store I looked up the description of this style legging online and saw in clear writing that these leggings could be used for high performance. I love Lulus but it's safe to say I will not return to shop at this...