LuLuLemon Complaint - Sad Customer Service

Review by misskassieh1 on 2011-08-09
My 73 year old mother purchased me two pairs of Reverse Groove Pants and she purchased a size 4 yet I am a size 6. They were all sounding helpful on the phone however when I went to the store to exchange them they told me they were to old. To old?? They were never worn.

I own 16 pirs of their pants a skort and 13 tops and my husband has a variety of items from LuLuLemon.

Great way to treat a loyal customer.

I know we will NEVER purchase another item from LuLuLemon. Lots of other Canadian businesses that will bend over backwards to get our business.
Comments:3 Replies - Latest reply on 2011-08-10
Posted by BEJ on 2011-08-09:
What is their return/exchange policy? If it was past their time frame then yes the purchase was too "old".
Posted by onlooker on 2011-08-10:
there is no posting on exchanges/returns regarding 'too old'. You should tote up your past purchases from the site - and let lululemon know that they have soured their relationship with you -
And that with no written notice of a time limit on product returns they are wrong in refusing your return. There ARE specific no return item outlines posted on the site. There may be guidelines presented during the ordering process.
Posted by Venice09 on 2011-08-10:
I think "too old" means the return period expired.

From Lulu's website:

Guests have two options for making a return within 14 days from the delivery date:

1) Unwashed and unworn merchandise may be returned to the ecommerce warehouse in the same country it was shipped. All hangtags must be attached to the garment and proof of payment must accompany the garment(s) at time of return. All garments are subject to inspection. Shipping costs are not refunded.

2) Unwashed and unworn merchandise may be returned to a lululemon store. All hangtags must be attached and proof of purchase must accompany the garment(s). Due to a system incompatibility, franchise locations (US: Santa Barbara, CA; Cherry Creek, CO; Boulder, CO; Park Meadows, CO) are unable to provide refunds and can offer exchange for product or store credit only. Cross border goods may only be exchanged for another item or store credit. Shipping costs are not refunded.


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