I am extremely disappointed with Lululemon’s Quality Promise and return policy, especially considering they are such a large company. Compared to other athletic brands, Lululemon has the worst quality assurance and return process. My experience with two pairs of leggings has been terrible: one Align pair came undone at the seams, and the other, a Wunder Train pair, had fabric damage caused by manufacturing issues.

As a loyal customer with multiple Lululemon items that generally perform well, I expect the company to stand behind its products. Given the premium price, these items should meet the high standards they promote. However, it has been months since I first reached out about these defective items, and Lululemon has yet to accept the return. Their delayed responses and constant requests for receipts—because they switched software—are unacceptable, especially since these purchases are visible in my membership account. Despite providing all the necessary information, they still insist on receipts or order numbers. If the purchase details are available in my account, what is the point of the membership if their system can’t handle basic customer support?

This experience has made me reconsider my loyalty to Lululemon. The lack of a streamlined process and the constant runaround make me hesitant to shop there again, especially when I’m told in-store that an item isn’t available but can be ordered. Given my experience, I have no confidence that Lululemon will handle potential issues effectively, and I’m seriously considering exploring other brands that prioritize customer satisfaction and have better return processes.