lululemon — Local services in Wellesley

I had a terrible experience at this Lululemon store recently. After reading other negative reviews, I sadly agree with them and must add my own – the customer service experience deserves one star or less.

A few months ago, I bought a pair of leggings from this store, and they started pilling after a few washes. We've bought a lot from Lululemon before, and this was the first time we had a pilling issue, so I figured it might be a quality problem.

I went to the store to ask for an exchange, but the young lady at the counter said it was just normal wear. I explained I had only worn it for a few months and the pilling appeared shortly after the purchase. She brought in a senior person, probably the manager. Despite explaining everything again, the senior person first said it was past the 60-day exchange period. She then blamed me for using a dryer to cause the issue, which seemed ridiculous - who doesn't use a washer/dryer for leggings? When I mentioned Lululemon's quality promise policy, she assumed I learned about it from TikTok and told me not to trust information from there. I was not sure how to interpret it - I don't even have a TikTok account. Plus it had nothing to do with such policy, which could be easily found from the Lululemon website. Feeling very frustrated and realizing they wouldn't exchange it, I left the store disappointed. It's disheartening that they wouldn’t do a simple exchange but made all these excuses with such an attitude.

We were so excited about this Lululemon store when it was first opened earlier this year, but after this being my second visit, I doubt there will ever be a third. If all Lululemon stores were like this one, they would have lost customers like us a...

I am in full support of the poor customer service reviews. I tried to return a jacket today (within the return period) for my mom. Unfortunately, she lost her wallet last week and no longer has the card that was used to buy the jacket, however, I had her replacement credit card with me. They first told me I could only get store credit and then when another employee was called over, they said they would need to see her bank statement, insisted that it had to be refunded to the original card even though I made it clear that card no longer exists, and finally said “did she even buy this jacket, she’s made multiple purchases in 2023 and this isn’t one of them” after not finding it in her profile. Who knew it was such a crime to not log in each time when placing an order!! I went to a different Lululemon location later today (shout out Burlington) and had no issue getting the return handled. Very disappointed in this experience, it was just not up to the standard that Lululemon...

Welcome to LuLu Wellesley. Apparently no one told them customers don’t appreciate bad attitudes. Manager was a mess. Unaware of standard customer support. I tried to get a pair of pants hemmed, they didn’t know the procedure. Argued back when I asked to hem pants to a specific length explaining they could not, even though I’ve done this multiple times at other stores (thanks Chestnut Hill!). Sad to see this attitude from a manager in the newly open store. Even once they agreed to do so, they still did not have the forms or know the process to submit the alteration. Also, we’re unaware that it could be shipped directly back to the customer. Gives low confidence , when making purchases at the store that what you purchase will eventually get to you. Overly, sad experience. Hope your manager gets some training or they find a...