lululemon.ukAnmeldelser 

Genuinely the worst e-commerce site I’ve ever used.

I bought a pair of the nulu flared yoga pants! Priced over £100. They pilled after the first wash. When I contacted Lululemon about this, as they have this "quality assurance" policy. It turns out they do not follow through on it, when I reported the issue, with pictures the customer service advisor insinuated I had caused the damage through wearing them and the delicate fabric!

This was mind boggling, on so many levels. I have never had this issue with any other branded (cheaper) yoga pants. What I thought was a premium brand, really is not... I would avoid and shop elsewhere for better quality at a cheaper price.

Awful customer service. Rude staff !!(bicester village store) not helpful. Clothes had make up stains all
Over them. Staff tried cleaning with a wet sponge (unsuccessfully) and gave it back to me dripping wet and still stained. Rather than offer any discount (10% would have been £1.90!!) staff got rude when I refused to purchase dirty items. Clothing overpriced for basically jumped up primark material activewear!! Also they do not offer refunds, only exchanges (if you travel to Manchester apparently?!) Will never shop here again. Will stick to skims or another brand that actually care about customers….

Would give 0 star if I could. Sent me an empty envelope without the item ive purchased in it. Called and email customer service and they keep advising that they will look into it with no resolution, promised 3 working days, 4 working days later, still no resolution and apparently another 3 working days. Never again!

Horrible customer service. This brand is only going to fail from here.

Expecting Quality Guarantee.

I buy from Lululemon as they advertise as having a great quality guarantee. The first time i've tried to use this on a pair of trousers, less than six months old, lightly used with a unravelled hem - I have the below response. I only buy some things new for this quality assurance. I'll be sticking to vinted from now on if I ever want a new lululemon item.

"
Response By Email (Angie) (05/28/2026 02:08 PM)
Hi Ellen,

Thanks so much for sharing those extra details with us.

Our Quality Promise covers items not performing as intended within one year of purchase. We handle quality returns on a case-by-case basis for each item, and items impacted by ordinary wear and tear, misuse, accidents or change of personal preference aren't eligible for return.

Based on the photos provided, we can tell your lululemon Align™ Palazzo Pant Regula have been well-loved through all your sweaty workouts together. The issues you are experiencing can come with age and use of the item. Due to this, your request doesn’t meet the criteria for a quality return.

Please keep in mind this can be repair at your local store. Repairs are only available in our stores and it is a complimentary services.

If there's anything else we can help with, you're more than welcome to respond here.

Warmly,
The Returns team"

"Customer By Service Email (Ellen) (05/28/2026 02:18 PM)
Thank you for the response, but I believe there has been a misunderstanding. These are the Align Palazzo Pants, which are lifestyle/lounging pants, not activewear meant for "sweaty workouts." Furthermore these are lightly used and have not been "well-loved" or heavily worn. These had only been in my possession since January 2026. A hem completely unraveling on an item that has barely been worn is a manufacturing defect, not ordinary wear and tear. I am not close to a local store, so taking advantage of the complimentary repair service isn't a feasible option for me. Given that these did not perform as intended well within their first year, I would appreciate it if we could re-evaluate this under the Quality Promise for a return or store credit.
Sent from my iPhone

"Response By Email (Rebecca) (05/29/2026 03:31 PM)
Hi Ellen,

Thanks for reaching out to us here at lululemon's Guest Education Centre (GEC).

I understand you're reaching out to follow up on your performance return form and I'd love to lend a helping hand.

I really appreciate you taking the time to share your experience with this return. We're constantly innovating. Feedback is at the heart of what we do, so know that your thoughts will be shared with the right teams.

That said, we are taking a closer look at returns to ensure that returned products have clear manufacturing defects that affect the item's performance. I understand you've already been in conversation with a members of our Returns Team. I trust that they were best set up to make that decision based on the information that you provided.

We handle quality returns on a case-by-case basis for each item, and items impacted by ordinary wear and tear, misuse, accidents or change of personal preference aren't eligible for a return. While we’d love to help, your request doesn’t meet the criteria for a quality return. Please know any items sent our way that aren't eligible for a quality return will be recycled and won’t be processed.

This decision made by our expert Returns Team here at the lululemon GEC (Guest Education Centre) is final.

If there's anything else we can help with, you're more than welcome to respond here.

Warmly,
Rebecca
The Returns team"

Royal Mail said my delivery was refused and was being returned to them. Simply not the case - delivery not attempted. I accepted other items on the same day from Royal Mail.
I have been told that I have to wait until the parcel is received back before I receive my refund. They have not delivered my item via their courier yet they retain my money and I have to wait for my refund for however how long? What if the parcel has been stolen - do I never receive my refund?
I have requested my refund straight away and my request has been flatly ignored on two separate occasions now. I am trying a third time.
Their shameful customer service is a very risky strategy and based on the other reviews on here is not likely to pay off long term. Their lack of responses to reviews on here tells you all you need to know.
Would never order from again.

Went the 1st time and felt uncomfortable and distress when i mentioned about mental health problems to staff and management it's discussed with the experience

At this moment I haven’t received my order. I purchased over a week ago and it stated the order would arrive on or before May 16th. The tracking they provided has not updated since May 12th. I contacted them today May 18th asking could they provide an update as the tracking hasn’t changed, and was told I need to wait until end of day May 19th before they can look in to it. I understand if there is a delay of a couple of days but I’ve no idea where the parcel is.

Awful company, went to thier Oxford street store and bought two tops for my daughters. One of the tops was damaged so the assistant ordered one online for me with a gift card as I’d already paid.
The delivery has not come which they can see from the tracking report. They have to do an internal investigation which will take however long before they will speak to me!! So no refund or replacement for a top that cost £118 which honestly you can buy the same quality for £5 from a market stall!
Awful customer service

Have no idea why lullulemon is so highly regarded. Finally decided to take the plunge and boy am I disappointed! The leggings are not for for purpose. If I stand still they're a perfect fit but once I move they slip down like no other! When I contacted customer service they advised my issues were based on preference! I do not prefer to wear my leggings around my ankles! So bottom line, if you want to waste loads of money on clothing that is not for for purchase and then receive the worst customer service ever, Lullulemon will be perfect for you. Absolutely do not recommend and would never make another purchase!

I bought some Lululemon leggings in Vegas while on vacation, which they took off a model of n the window, when I came home and put them on they had pin holes in from where they had been pinned on the model I have been in contact with lululemon by email, basically telling me it’s not their problem absolute joke of a company I will never buy from lululemon ever absolutely shocking that company.

Sends out damaged faulty goods, Received a racer back top that was so badly stained. Obviously not quality checked before sending out to customers. This was my first online purchase (returned straight away) and will be my last.

I had a set for 2 weeks worn only a couple times which started to bobble on the sleeves & bottoms before id even washed it. I made a complaint which was ignored over email, to then fill the online form. I sent clear images and a very sound / detailed explanation as to what had happened only to be blamed for lack of care of the products. I again explained that i hadn't washed them so that didn't stand only to be met with hostility by the team, that their decision was final and to 'take it or leave it'. When i spoke to someone on online chat also she said the same and when i tried to ask how that was adequate service i was told 'your choice, final offer, BYE'. Honestly not been treated that way before, other than by scam companies! Unreal, never again!

I have always worn lululemon yoga clothes and have found them fantastic however I've been aware of the increasingly negative feedback and now I know why! I bought a define jacket which at over £100 isn't cheap but this would be my 5th and I have always found them flattering and long lasting and therefore worth the outlay. This one quickly bobbled and looked old so I contacted customer service who refused to do anything and said this was normal wear and tear - certainly wasn't! Won't be buying again!!

My daughter bought the scuba top from the Fenwick Newcastle concession and after we done the 20 mile trip home we discovered that the security tag was still on.

I called the customer services and spoke to a lady called Kayleigh who I explained the situation to and that my daughter was due to go on holiday and would now have to lose a days wages to go back to the store and have to pay out for the travel (40 mile trip). The lady on the phone told me she could refund the top and to send a photo of the screen shot, last 4 digits of the bank card and a picture of the security tag. I thought this was a very kind and generous offer and agreed this would compensate loss of wages and travel.
The next day we received an email totally ignoring all of this. I questioned what I had been promised and was told there was nothing they could do as it was not bought from the Lulu store but yet it was there stock bought from a concession.

To make matters worse, when we took the top back we were given 10% back (£10.80) which didn’t even cover the travel and were told me the same assistant who left the tag on that she ‘couldn’t do this every time’. As though she was doing us a favour, when I fact a days wages and travel expenses occurred due to her mistake.

The reviews on here clearly highlight what a poor company this is with embarrassing customer service being given.

We will now be giving all our future custom to Alo moving forwards. Alo stock excellent products and know how to look after their customers.

Worst company ever - trust me, believe these reviews. No wonder they have only 2 star average. Promising me a refund for THEIR mistake, then going back on it. Never again will I be buying from this scamming company and sounds like a lot of people feel the same. For such high prices you’d expect high quality customer service, I was wrong. Disappointing as I’ve loved their stuff for a while, will be moving over to Alo Yoga from now on.

I have been a Lululemon customer for nearly 20 years, and this was the worst retail experience I have ever encountered.

My experience at the Canary Wharf store fell significantly below the standards the brand promotes. Staff lack a clear understanding of lulu’s own policies, which turned what should have been a straightforward return/exchange into a prolonged and frustrating process.

I escalated the matter to corporate, who confirmed in writing that the policy information provided to me in-store was incorrect. This should not happen in a flagship retail environment.

Separately, when I asked to speak to the store manager, I was told on multiple occasions that I was already dealing with the store manager. Based on subsequent interactions, that did not appear to be accurate, which only compounded the confusion and lack of accountability at store level.

As a result, I had to bypass the store entirely and resolve the issue through corporate channels—something I have never had to do in two decades of shopping with Lululemon.

This raises serious concerns around staff training, oversight, and internal communication at this location.

I would strongly advise others to exercise caution when dealing with this store, particularly in relation to returns, exchanges, or policy-related queries.

Used to be my favourite brand however due to recent drop in their customer service, I have decided not to buy from them again. They sent wrong items a couple of times and then responded by letting me know that I am not entitled for any more refunds in the future despite the problem being on their end. The customer service and their attitude needs to improve.