We had a horrible experience buying something they didn't have in stock -- and having it shipped to the store for us to pick up.
Lululemon takes its customers for granted -- and that low regard for its customers is reflected in its stock price.
FAIL #1: BAD SALES SUPPORT
We ordered the item in-store, for delivery to the store. (We live in a high crime area and can't have items shipped home.)
The sales lady asked if we wanted a printed receipt and I said, "no, because you have our name and number and so we can track it that way if need be". If only.
Apparently NO ONE at Lululemon anywhere is capable of tracking a purchase unless you can give them a purchase order number -- even if (a) you can tell them the time, date, location, and item of purchase and the credit card used for the purchase, and (b) you give them your name and phone number.
When I say "no one", I mean literally "not a single employee at Lululemon, including retail sales staff, staff at their 877 customer service number, and the c-suite" is able to track a purchase without a purchase order number, even if you can provide every other imaginable detail about the purchase.
Had the salesperson understood this, then presumably she'd have insisted that we take the printed receipt. But she didn't.
And had the salesperson told us this, then of course we'd have taken a printed receipt with the purchase order number on it.
FAIL #2: NO INITIATIVE OR CUSTOMER ORIENTATION
The store never called us when my item arrived in the store -- even though they had our phone number.
FAIL #3: NEVER RETURN A VOICEMAIL MESSAGE, IN SPITE OF OUTGOING MESSAGE PROMISING A CALL BACK "WITHIN 24 HOURS"
Since they never called us when the item arrived, and since we couldn't no one at Lululemon could track the package and let us know when it arrived in at their store, we called them to see if the item arrived -- so we could pick it up at their store. We called during business hours and they didn't answer -- and their outgoing vmail promised a call back within 24 hours.
We didn't receive a call back within 24 hours or within 24 days or ever.
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So we had to go in to the store learn if our package had arrived -- because (a) they never called us to tell us it had arrived, (b) they never returned our call inquiring about whether it had arrived, and (c) their in-store staff, 877 staff, and c-suite couldn't track the package and let us know if it had arrived. read more
