lululemon.uk Reviews

Regular shopper online and in store. Great customer service. Fast shipping and free returns.

Bad customer service, delays in shipping. Website states 3-5 days shipping contact them to find out where my item is and they state 1-2 days processing then 3-5 days shipping I do not expect a delivery such as this to take over a week and a half. Requested they cancel my order as will not arrive in time but they can’t do that. So will now have to return it when it does eventually arrive.

I wish I had read these reviews before I placed an order with them. Absolutely shocking customer service & the staff don’t seem to care. When I asked to escalate my complaint they told me they were going to end the chat and they did exactly that. I waited a week for my order to be delivered , then contacted by Royal Mail to say my parcel had gone missing. Lululemon told me I’d have to wait a further 5 days before they investigated it. I expect more from a premium brand company and told them so , asked them to dispatch a replacement item to me or issue a refund. They were very rude & offhand , refused to do either then said they were ending the chat. I stil do not have my order. I won’t be buying from then again, really disappointed & surprised at their attitude towards customerS. The WORST CUSTOMER SERVICE.

I returned some £88 leggings in DECEMBER and they still have not issued my refund, despite multiple emails and lies. They do not read the content of emails, and clearly generate a bog standard email to everyone. My bank has said that their behaviour is suspicious, and I clearly will not be getting my money back without a fight. I am disgusted with them. £88 is a lot of money to lose - it is like speaking to an inanimate object trying to have a sensible conversation with them. Truly disgraceful, I feel like they have stolen from me. They HAVE stolen from me

I have been shopping regularly at Lululemon for the past 10 years, mostly online. I love the clothing and the brand, but the customer service team really aren't the best. They can unhelpful, sometimes unpleasant to talk to. I have had multiple issues with delayed refunds, missing parcels and delays in items being dispatched. I really wish customer service were better. It's a premium brand and I expect better customer service.

They take forever to dispatch orders. Staff are unresponsive and don't seem to care. Considering the price of their items, this is awful customer service. Will not be ordering from them again.

Absolutely shocking service. I ordered two pairs of Leggins and expected the delivery to be made by the maximum delivery time specified, only one item arrived. The second item didn’t arrive until two days after I’d left that address to move to another country. I contacted Lululemon to specify I needed to return the items because they were not delivered in specified time, and it was too late. It took them three days to reply to my request. And then they said it would take another 3 to 5 working days to send me a return label and then they said once they received the return it will take another 3 to 5 days to receive a refund. I am still waiting to receive the label, and it has been four days.!!! Absolutely shocking customer service. I will never be ordering from this company again.

after one poor online experience, I went into the store at Westfield in London. Super helpful and patient staff - this really builds brand loyalty

First time purchase - ordered 19-Jan - Royal Mail left on the drive when we were out and it went missing. Response from lululemon was that they will get back to me after 31-Jan…

Rude staff Visited Lululemon on Regent Street on Sunday 21st January at 16:30. We were looking forward to the experience as there is lots of hype and I liked the look of the clothes. Unfortunately, our experience was let down by insolent and cliquey staff - specifically, two females who were grumpy and discourteous. They gave off an unpleasant vibe that frankly, made us want to leave the store, let alone make a purchase. We complimented one of the staff members, only for her to say 'hmmph!' which seemed a strange retort. Similarly, I took a seat in one of the changing rooms whilst my friend tried on some leggings (bearing in mind there were ample fitting rooms with it being late in the day), only to be evicted by another staff member! 'Get up we need this space'. I wanted to like Lululemon, but this experience gave me a sour taste. Will stick to Sweaty Betty.

I had enough of them getting my orders, sizes wrong. Sometimes even splitting my orders into separate parcels which caused one of them to be delivered later than expected. I also noticed that some of the leggings that my wife bought even had hole after using them only once or twice around the house. She doesn’t even put them in straining activities at all.

Fantastic customer service. I was sent the wrong item (which just happened to be my size). Not only did they let me keep it they sent me a full refund and £20 gifts voucher. The refund and voucher came within 12 hours. I never thought I would be happy to receive the wrong item!!

Like another reviewer said, lululemon quality and customer service has severely declined. They used to be brilliant. Now it’s shocking. I refunded a £98 online purchase in store in November. A week later I didn’t have my refund. The sales associate used the wrong return on the till and didn’t put my card details in. Instead of refunding me they referred it to head office. A month later I still didn’t have a refund. Appalling service from the manager in Guildford UK who didn’t take any accountability or responsibility for that. In the end I had go in store and refuse to leave until she refunded me. There was no apology. The sales associate who made the mistake was stood right next to her and couldn’t look at me.

Ordered a e-gift card to be delivered today. Recipient never received it. After contacting yourselves, 4 times, it was to be sent to me. Still nothing. Now been told that it will have to be investigated, as it’s Cashstar that issues the card, and will take up to 3 days. Payment already taken from bank acc. Very unsatisfactory and disappointing.

Recently purchased a 5 Year Basic T-Shirts multi-pack from Lululemon, but unfortunately found one of the tees to be defective. Contacted their customer service and was impressed with their quick and efficient handling of the situation. They agreed to a partial refund within a few days, demonstrating great customer care and responsibility. Overall, a positive experience despite the initial hiccup. Would recommend for their quality products and excellent customer service. My thanks to Michelle and the team.

Slow delivery, items from same order delivered separately. 1 item 2 weeks late. Also be aware, when you buy on sale item,you won't be able to return it. It does say it anywhere in the shop or on the website. I wanted to return leggings which were faulty but because it was sale item,they refused my return and refund. I have been their customer for few years but it has put me off of them now. Service has gone downhill a lot,also the quality of clothing.

Very poor customer service. Wouldn’t order from this company again. Lost my order. Waited a week then contacted them. They asked me to wait 1 more day. The following day when I contacted them they said last Christmas orders were the previous day. This is a week before Christmas!!! Overpriced goods without the service to match.

Don’t even bother ordering from them. I ordered an item on the 10th December to arrive before Christmas as it states deliver within 5 working days on the website. Received notification my order was shipping on the 11th. Still no delivery or tracking update on the 18th so I chased with their online team. Apparently my order never left the warehouse and it’s now out of stock. Additionally, if I reordered today it wouldn’t arrive before Christmas as their order cut off was the 17th despite it quite clearly still advertising a cut off of the 18th on their website today. Apparently there’s no way to make a full complaint. I will be buying elsewhere now.

Absolutely horrific website experience. Tried three times to redeem a gift certificate and using a credit card to pay for the additional amount. Tried a few cards, and it never worked. The Chat help took ages and was never able to resolve the issue. Each time the balance of the cards were wiped and had to wait up to a week for it to be returned. There is not phone number to call, chat is only available from 9-5 on weekdays, and a couple of hours on a Saturday, and an email response will take 3-5 business days to receive. Really pathetic.

The parcel delivery to customers is very slow. I can't believe that Lululemon is now using Royal Mail Tracked 48 to deliver a product that costs nearly £400, instead of using UPS as they did before. My order has been waiting for a carrier to pick it up from Lululemon since last week. I'm unsure when I will receive my order. It make me very disappointed.