hi everyone! just wanted to give a quick PSA and hopefully help someone avoid a similar situation. TL;DR: do not use a UPS store mailbox for delivery!

i ordered a ton of items from last tuesday’s drop and unfortunately an item was missing from my order - my mailer was sealed upon arrival/was not damaged in any way so it clearly was not included in the shipment. i submitted a missing claim via the website and was denied shortly thereafter. i followed up by emailing GEC asking them to review the case and they denied it, claiming i used a freight forwarder. i explained that it is my UPS mailbox that i have had for many years and i picked up the package myself. they asked me for proof so i sent them a letter from the UPS store manager confirming that it was a personal mailbox and they still refused the refund. i talked to four different GEC representatives - three via email and one via chat. all unwilling to refund me for the missing item. i asked where this freight forwarding language was in their policy as i was unable to find it on the website and they just kept repeating that it is their policy.

as a loyal customer of many years who spends an embarrassing amount on lululemon every week, to say this has been incredibly disappointing and frustrating is an understatement. just wanted to give a heads up in case anyone else also uses a UPS mailbox for convenience, safety, etc!