lululemon.uk
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Online experience leaves a LOT to be desired.
I have placed 3 online orders ever with this company and the third is only with protest and because I naively thought everything would work this time. 1st one was actually fine, amazing! 2nd one, 3 coats totally nearly £1400, the two i didn't want I took to my local store to refund, figuring it was safer than posting them back. Nope, after nearly a month of waiting for my money back, coupled with various phone calls, emails and chats to customer service I am told they will do nothing as it is the stores problem... So I go in and am met with lovely staff who were very confused as to why the phone team wouldn't help me when all they did was phone the came team from in store and they then dealt with them. over 90 minutes later it is finally resolved - by the same phone team who would not speak to me... No compensation, no apology from anyone except the instore team who were just speechless by it. I made the mistake recently of ordering a few items, firstly they took 9 days to arrive and not the 3-5 days they promise and then - leggings are missing, they claim they delivered them, they didn't. Customer service tell me I have to await 3 days for an investigation. I contact them again on the 4th day as no one has gotten back to me to be told that the investigation only starts the day after you contact them, so despite a contact at 8.30am they do not do anything until the day after. Finally I am given my money back after being given the option for them to replace my order (takes 3-5 days for them to place the order apparently and then 3-5 days for delivery - WHY???). So I opt to re do the order my self, foolishly thinking it would actually work this time - it is now 5 days since placing the order and NOTHING has happened. According to their own policy I should be receiving it today at the latest and it has not even been despatched. Just tagged as 'processing' Honestly, whilst I like their stuff they are useless at customer service and I will be going back to other brands after this who can actually despatch in a timely manner and have decent customer service - Nike and Sweaty betty for example. Their kit is not that amazing I am willing to put up with this rubbish.