lululemon

there was 2 staff members that made my experience so worth coming to that this will be the only location i will go now for future purchases! Especially their member Danna who kept going back to their storage room to check constantly of the size and color i wanted til i finally made up my mind. During the whole process i didnt feel rushed and they gave me so many other suggestions so that i can leave with satisfaction. I have social anxiety but they made sure i was comfortable and got what i wanted in the end. They will definitely see me again soon!!

The most terrible return experience I've ever had at a Lululemon store. Avoid if you're trying to return anything. I bought a pair of pants on sale. At the time of purchase, I couldn't decide on my size and the store was closing, so the staff that helped with my purchase said that as a member, I could always return for store credit if I was unsure about the size later. She also said that washing the item at home would make the item labeled "damaged item." I spent my summer in SF so I brought the pants in for a return at this location, and the lady that helped me at the front desk gave me the hardest time to return this pair of pants. 1. She kept on telling me that I could only return this for store credit, even though I've acknowledged that I knew it the first time she mentioned it. She just kept on bringing it up (at least 5-6 times) regardless of what I said. After repeating my request to exchange for a different size 3 times, she finally seemed to listen to what I asked for and went to check if they have my size (the answer was no). 2. She had an attitude as if I was trying to scam them by returning a used item or something. Despite my effort of asking repeatedly to start the exchange/return process for store credit, she treated me as if I was asking for a full refund in my credit card. She also did not let me finish my sentences at all, and cut me off to make her store-credit point. 3. After all these efforts I spent trying to communicate my request, she finally took the pants from my hand. Then she checked the used pants and asked whether I washed the pants at home. I said no and she told me that since the label of the pants was off, they couldn't accept it as their policy required the item to be washed before returning if the label was off. I was completely thrown off after she told me that, because wanting to return/exchange this was the first thing I said walking into the store, and after 10 minutes of hard communication only to hear that I couldn't return this today. She really could have just taken a look at the pants and told me that right away. Plus this policy was not mentioned ANYWHERE online or in-store besides her words. I was mad and I showed my frustration, and finally then she told me she could make an exception and return it for me this time, mentioning once again that "only in store credit." I was speechless.

Both staff members I engaged with during a quality promise exchange interrogated me for 10 minutes as to why the product I purchased 2 months ago isn’t performing to its standard. They weren’t welcoming and far from engaging. Asking if I have cats or if I snagged the shorts somewhere. They’re gym shorts that are coming undone, Lululemon has a quality promise exchange program.. exchange them. It’s that simple. Don’t gilt me for taking advantage of the exchange program Lululemon has to offer. Y’all are just flat out rude.

As a “Lulu addict”, I have been to over a dozen Lululemon stores and I have been to all of them in the Bay Area. This store is spacious, the staff is friendly, and the free hemming service is high quality and very fast. I dropped a tank off to be hemmed on Thursday and their quoted time is 3 days, but it was ready a day early on Saturday. At this store, they have also transitioned to a sticker and email notifications for when your hemming is ready, instead of the yellow slips. While other brands have popped up to also stitch with flat lock seams and similar styles, I still only shop at Lululemon because of the free hemming service. The quality of their clothes is definitely higher than that of competitor athletic gear but when something needs to be fixed, they fix it for free with the hemming service, so I am a customer for life. (Other high end brands offer fixing things for you too for free but you have to pay for the shipping and wait weeks for it to come back.) I’m not a Lululemon ambassador or anything and I don’t get paid for this. I just love the clothes and the service that this company, and this store in particular, provides. (The University Ave in Palo Alto store for example is run by a brunette woman with a salty attitude who does not try to help you resolve your problems at all, is difficult with returns, and takes a long time with hemming jobs. So they aren’t all equal, but the downtown SF store is fantastic.)