Posting here since my post was removed by moderators from the BNPParibasOpen subreddit: I wanted to share my recent experience at the Lululemon pop-up at the BNP Paribas Open in Indian Wells on Saturday March 7th, which was honestly one of the most poorly organized retail experiences I’ve had in a long time.

My friends and I arrived at the pop-up tent around 11:30 am and waited approximately an hour just to get inside. During that time, there was little communication from staff about what was available or what to expect. We only learned from other customers in line—not employees—that most of the event merchandise had already sold out and that the main option left was to customize blank Lululemon items.

Since we had already waited an hour, we decided to continue and wait in another line—again roughly an hour—just to reach the checkout area. Unfortunately, even at that point there was still little explanation about the customization process. There were no clear instructions or signage outlining the options. Only once we reached the front of the line did we learn that we had to purchase blank items first (around $110 for sweaters, additional prices for T-shirts and tote bags) and then select customization details.

The staff working the floor were incredibly kind and patient while we scrambled back into the store to grab blank items before paying. I want to emphasize that the employees themselves were doing their best in what was clearly a chaotic situation.

After paying around 12:30–1 pm, we were told to return in 2–4 hours for our customized items.

We came back around 6:30 pm after the day matches ended, only to discover that there was another line—this one about an hour and a half—just to check on the status of orders. When we finally spoke to someone, none of our items had been completed despite the fact that they had been ordered over five hours earlier.

We waited longer and eventually received only one of the three items that were supposed to be customized. At that point, one of our friends decided she wanted a refund. We knew refunds were being issued because we had overheard other frustrated customers requesting them earlier.

However, when we asked for one, the cashier said she needed manager approval. The manager came over and was very apologetic, but explained that corporate had instructed them not to issue refunds and instead offer two-day shipping or store credit.

At that point it was nearly 8 pm. After spending the day waiting in multiple lines—more than three hours total—and paying for products that hadn’t been delivered, being told refunds weren’t allowed felt incredibly frustrating. This pop-up felt completely unprepared for the scale of the event, and it was shocking to see a brand as established as Lululemon operate such a disorganized experience at a major tournament.

To be clear, the employees and managers on site were kind and professional throughout the day. The issue seemed to be with planning, communication, and corporate policy.

Ultimately, the only reason I was able to receive a refund was because I expressed how upset I was about the situation. That should not be the standard for resolving a situation like this.

I left feeling disappointed and honestly shocked by how poorly the experience was handled. Events like Indian Wells bring in passionate fans who are excited to engage with brands, and it felt like customer patience—and money—were being stretched far beyond what’s reasonable.

After this experience, I’ll be taking a significant step back from spending any more money at Lululemon.