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December 2023 by Alex Lu
Staff member helping us check out was incredibly rude, holding conversations with other staff the entire time, and not being efficient with our checkout process despite the long line behind us. Left the security tag on one of my clothing items, which I didn’t discover until much later. Handed the receipt to us without eye contact or even verbal confirmation. Very disappointing compared to usual experience.
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December 2023 by G Ferry
Kathleen was a wonderful help in getting all my Christmas presents picked out! Large store with great inventory! Very nice place to shop
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December 2023 by G
Really inefficient cashier system: long line ups and very slow. Also no-one available on the floor to answer questions.
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September 2023 by Neha Simha
Lady who seemed like the manager was super unhelpful in store shopping today. I asked her what her best selling men’s items were as I was shopping for my brother and needed recommendations and she said “everything”. If I wanted that response I wouldn’t have asked ? I clarified that perhaps I would want to buy a pair of shorts and she said she would come help me if I went to the area and she never came! I had to look through everything myself. Like I get it if a cheap clothing store has this customer service but lululemon? Where each item is an average of $100? I thought you would train your employees to have better customer service and basic empathy ? or at least not be so unhelpful and rude! She was definitely borderline mean the entire time she was talking to me! Makes me never want to come back here just for her attitude. The girl working behind the desk also took about 7 tries to get my email correct but it’s okay because at least she was nice/ apologetic about it. Do better lululemon Palo Alto ? I’m super disappointed with this service.
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August 2023 by Hz Zhang
I asked the educator to return a white shirt with quality issue and show him my order history in several months ago. Then a senior male came out, I guess he is the manger here, he told me that was not white and threatened me that he would call the police. I felt so offended.
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August 2023 by Chrissy R.
The item that I wanted was only available at this location. I had an online order to be picked up in store and waited in a long line just to be told to go to the fitting room! No signs directing customers there for online pickup and store manager walked right past me without acknowledging me. I can understand why this location has 2 stars.
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August 2023 by O Good
The young woman at the hemming counter, who has dark curly hair, a round face, and appears to be of white or Hispanic descent, was extremely rude. She refused to measure my pants and didn't even want to touch them. She acted as if she couldn't understand me, forcing me to repeat my question three times. She also told me it was not possible to mail the hemmed clothes back to me, which I know is untrue, as I have always received hemmed pants from this store in the past. I would like to report her behavior and urge the store manager to pay close attention to customer service. I believe she is the only rude salesperson at the store. In contrast, the guy at the front desk was exceptionally nice.
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August 2023 by Carlos R.
Skip this store and don't waste your time. Very rude employees and they lack any form of customer service. I also over heard a group of them complaining about not only the job itself, but the customers. My visit made me no longer want to shop there nor support this store.
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August 2023 by Tina B.
The stitching of my Lulu leggings is messed up and poorly done. I went to ask for an exchange under Lulu's Quality Promise warranty. I had 2 different sales rep both tell me my pants fall under the warranty, and all I had to do was swap my pants at the cashier. I went to the cashier, who to start, was in a beyond horrible mood. She looked at my pants and did not want to honor the warranty even after 2 different sales reps said they would. She told me to go to the fitting room and have them schedule an alternation to fix the stitching instead. I go to the fitting room, and they were beyond confused to why the cashier said that, and they sent me back to her and said that the pants indeed fall under the warranty. After all this back and forth, the cashier took my pants to the fitting room area and started gossiping to her other coworkers about my pants and how they looked and why they shouldn't honor the warranty. It was so immature, and I was super embarrassed. It was in front of so many customers too. I have never felt this way shopping at a store. I was going to purchase a few more things, but decided not to, because I already wasted over an hour with the back and forth. The girls were so rude. They also bluntly made fun of the 2 girls who told me the pants fall under the warranty, harassing them saying they "don't know anything."I didn't even want to argue or ask for a manager. I was so uncomfortable, I wanted to leave. I was surprised to see how bad this store treats their peers and customers.
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August 2023 by Taylor M.
Was recently at this store and had the worst experience. I went to purchase a gift card for my niece's birthday, and when she went to use it the next day the store claimed there was $0 on it. I went back to the store with her that same day, asked for the manager, and showed him the proof of purchase from the day prior. **The manager (tall white male - I think his name was Gabe), was extremely rude, acted as if the issue was my fault, and did not do anything to help** He had a "tone" and told me the charge was likely just an authorization and that it should fall off. Yet, how could that be, for a store that does not run a business operation where "authorizing a card" is even possible? Even when I showed him proof that the charge had posted, he told me to reach out to their guest customer service center to resolve the issue rather than simply reissuing the gift card.Never shopping here again.
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August 2023 by Lisa P.
Buyer beware!!!! Bought a gift card for a higher amount and my credit card was successfully charged and I have a valid receipt of the transaction. However when I wanted to use the gift card it turned out it was empty and the money never loaded to it. The store manager Gabriel was very rude and did not try by any means to solve the issue. His literal words were "I will not put my job on the line to give you guys a solution that you'll be satisfied with". He kept cutting us off and basically sent us on our way without receiving what we paid for. This is legally defined as theft and I can't believe that I am out over $1000 and received nothing for it. After Gabriel pretended to call customer services, he claimed it never went through and the charge is just an authorization charge and will drop. We knew this was not true because of the receipt showing "payment approved". Of course, a few days later, the charge has posted now, it was not just an authorization charge. So I have paid for goods I have not received and lululemon is not making any efforts to solve this issue except for being stuck in the queue with guest services. I am beyond upset and if Lululemon won't make an effort to solve this, it looks like I will have to take legal actions to solve this dispute.Definitely never shopping at this location again as I don't support theft and I don't like the way this was handled.
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June 2023 by 洪維伶 weiling
This was definitely the worst shopping experience this year. I came to pick up my package, and the Asian lady at the register keep asking my name and tried to find the package only by using the name, but I forget what name I put under the order.She started to give us an attitude when she can’t find the package. She could use many different ways to find the package(email, phone number or the order ID) but she was too stubborn and keep asking the name. And she said there is only ONE package in the store that had the same last name as me. But clearly she didn’t know how to use the online store system when she grabbed the second package that has the last name. (My package)She started to BLAME me why I told her another name and having this kind conversation the whole time and blamed me like I’m her child.Why do I have to explain to you?Why are you questioning your customers? Maybe I’m the one want to ask why couldn’t you just use another way to find the package and save both of us time?Btw, I have an Asian face doesn’t mean I prefer to speak mandarin. That’s very unprofessional that you tried to speak mandarin to me.
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June 2023 by Adrienne L.
I made a purchase at the Stanford Shopping location on 5/28 and was offered free hemming. I also received an email confirmation telling me that I'd receive a notification when my order was ready for pickup. It's now 6/5 and I haven't received it. I've tried responding to the email - no answer. I sent text to the number on the email - no answer. I tried calling the store directly, but no one answered, and I left an email requesting a call back. Still no reply. I tried calling the customer service number and they had no info and could not contact the store either. I just need a status on my order.
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April 2023 by Daniel Vroman Rusteen
Well there free tailor fits the adage "you get what you pay for." I purchased two pants because they altered the first pair too much. The second pair I confirmed I just wanted a smidgen off, 0.5" and what do I get back? 1.5" cut off. The photo is off both my pants. Both 33" waist, 34" length. For more great reviews follow @dannybooboo
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April 2023 by Georgia Sewell
Love there clothes but Julia working there is so mean!!!!!!!
