I live in a very health and fitness conscious area outside of Washington, DC. Even when I’m not headed to yoga, I wear Lululemon leggings every, single day during the week. Every day. I also like their sweaters and hoodies, but I have had issue with the company, which has given me pause in the last year. One issue is that their return policy has been horrendous – 2 weeks. It has since changed to a month after much negative feedback. A few months ago if you walked into a Lululemon and it has been more than 2 weeks you could not return you item. In comparison, if you go into Nordstroms, you can return sneakers that you’ve worn for five years.
My love-frustration with Lululemon came to a head last Saturday when after having dinner with my family at the Mosaic District we popped into the store so I could exchange a sweater. The Blissful Zen Sweater. Or not so blissful.
I entered the store with my three kids and husband in tow and told the first employee my issue. I bought this Blissful Zen Sweater three weeks ago, washed it once (hung it up to dry as I do all of my clothing) and found a huge hole near the collar along the seem. The sales clerk laid my sweater on the counter, smoothing it out and asked me how I washed it with puckered lips and attitude to match. She asked how I dried it and how I was using it. Using it?!
I told her that I had shopped at Lululemon for years and take very good care of my clothing. She responded with a quiet “Uh-hum. Well, I’m going to have to talk to my manager.”
Manager was on the phone and very distracted.
“Yes, I am going to need to talk to your manager as well.” I said with escalating frustration.
Manager gets off the phone. I proceed to tell her my issue with the Blissful Sweater and how I am being told that it is my responsibility for how I cared for my three week old sweater rather than the product quality.
“We will exhange this, but just this once.”
Just this once.
Just this once?!
I’m pretty sure that is what I say to a child when they are begging me for an extra helping of sprinkles on their ice cream cone. Just this once?!
I was heated and pushed back, explaining that I was a 40 year old woman that has spent hundreds of dollars at this store for the last 10 years and I’m being repremanded without apology.
Sales clerk storms off to leave me talking to the manager. I hear Brent, my hubby, behind me coming to my defense, inserting that said sales clerk walked to the back of the store complaining about a horrible woman at the counter. He inserted himself, telling the manager that it’s not just about the sweater but also about the customer service in general and how this is not how the real retail world works.
I have talked to so many people that have had horrible experiences with this company. Well, after Tweeting about it, I have their attention. I’m not sure how far I will get, but if you are interested in having your complaints heard, comment on my site or FB and I will make sure we are responded to.
For me and my house, we will be shopping else where.