lululemon — Local services in Southlake

If I could give 0 stars I would. First of all, this is not a review specifically for the Southlake location. It is LuLuLemon corporate and I will be posting there as well.

This company has the worst customer service I have experienced in a long time. The representatives are not rude, they are simply uneducated and unable to perform the simplest tasks. This is on the corporate office to better train their employees, especially during the holiday season.

I ordered my daughter clothes for Christmas on December 1, 2022. On December 12th, I received an email to track the shipment. For four days it continued reporting that the items had not been picked up by the delivery company. Therefore, I emailed them yesterday, the 15th, to find out why it had not arrived after over 2 weeks. I received an email back stating he had cancelled my order and I could order again. He told me he had credited my card and I would see it reflect in 2-3 days. WHAT?!?! You canceled my order??? Without my permission??? I was angry but went ahead and reordered the items. However they were out of the size my daughter wears as well as the colors she wanted. So here I am out $400 and spending another $400 in hopes the order would arrive by Christmas.

Because they didn't have the correct size and color I contacted LuLuLemon via text on their website. It took 45 minutes to get a response and because I was away from my phone for 5 minutes they canceled my text messages. So I again texted them and waited with phone in hand for an hour. Finally I got a person and she stated that yes I was credited but when I asked about receiving an email or some sort of confirmation that showed they canceled my order she was unable to help. No excuses. So I asked to speak with a manager and she texted me the 800 number. Really?!?!

So I called and had to explain the entire situation all over again. The woman was very friendly but not helpful at all. She told me that no, my order had not been canceled and in fact it would be arriving that day. Wait, WHAT?!?! Then I asked to cancel my order that I placed after I discovered they had canceled my order without my permission and she said they couldn't do that. They can only cancel an order within 60 minutes. Well, had the email support or the text support been able to help me, I would have been able to cancel within 60 minutes. After several minutes of her unable to answer my questions and she was about to end the call, I repeated the frustration I was having and the conflicting messages. She looked again and yes, in fact I had been canceled and refunded. Her advice- wait and see if anything shows up and wait and see if my $400 would be refunded. What a NIGHTMARE!!! And it took up 2.5 hours of my morning. #done...

the rudest cashier almost made me cry and insisted i had to sign up for the military discount online when ive been to so many different lululemon stores many times for years im literally such a loyal customer but ive never been told this before. she was extremely mean and when i said i was confused about how to work the website she was really condescending and said “are you going to swipe your card or not.” it was so mean. i think she was trying to accuse me of having a fake military id but she wouldnt even let me show her when i tried to. she didnt care. she was so rude and i was just quiet the whole time because i felt like i was being accused of being a liar. i will never come back to this location again. literally every other lululemon ive ever been to even outside of texas have the nicest and most caring workers. i never knew i could be treated like this at a store before this. what makes this worse is that it was on the fourth of july… denying me my miltary discount on the fourth of july is insane. i dont even know how to sign up online and i tried multiple times today but i just cant figure out how to. and i dont think theyre going to help me over the phone according to the other reviews. if youre a sensitive person and dont want ppl to be super rude to you for no reason: do not come...

A sales associate was helping a customer find his size at the back pant wall, it sounded like his size was out of stock. I was shopping for my husband at the same pant wall. I grabbed the pair I intended to buy different style/not even next to what the other customer was looking at, and stopped to look them over at a nearby table. The associate turned around with major attitude and asked where I got the pants I was holding. I pointed to the pant wall. She then said to the other customer she swore she had already pulled the exact pair I was holding and specifically set them aside for him on the same table I was standing at? I played dumb and asked if I wasn’t supposed to take them from the pant wall, walked over, pointed to the exact stack I pulled them from, etc. She just brushed me off and said it’s fine. Basically she accused me of lying and implied I was to blame for her inability to locate his size. I ultimately said “here, you can have them,” set them on the table I allegedly swiped them from, and walked out with 0 intent to return. I have almost a decade of retail and food service management under my belt so offer a lot of grace, but gaslighting one paying customer in front of...