Lululemon
lululemon.com.au145 reviews
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Extremely poor online experience. Don't purchase anything online unless you're 100% sure of your size, fit and quality. They classify the wrong size as "change of mind", which is illogical and impractical for online purchases. You can't return in-store, as it's up to the store's discretion if they accept it. So their website is completely… Read more
misleading. If item is discounted, you're stuck with a useless product that you have to gift because it doesn't fit and they don't offer exchanges for any online purchases either but you get penalised for their own inadequacies . Online customer service staff keep quoting and hiding behind terms and conditions instead of offering solutions, despite their website being a known issue to cause all this confusion for returns and despite complaints from their own in-store staff and numerous other customers as evidenced here and trust pilot. Save yourselves the pain. Shop elsewhere, there's better brands who will bend over backwards to retain you. These guys are not interested and therefore don't deserve your business. Won't buy from them again.
Lululemon used to be the pinnacle in fitness clothing due to their amazing service, but they have fallen off a cliff. Their policies are now appalling. I got given clothes for my birthday that didn't quite fit. When I wanted to exchange them they said no because they were marked down. What a horrible policy that doesn't provide any option to exchange clothes within a reasonable timeframe. I'll never shop at Lululemon again. Show details
Purchased a product online as a Christmas gift for my daughter, with size guides that poorly correlated to the actual size of the garment, only for her to be told in store (in a rude manner) that they will not exchange for another size. Having initially thought that it must have just been a case of a trainee that had not yet learnt anything about… Read more
consumer rights, I then proceeded to attempt to lodge an exchange request online, only to find that the Lululemon was unable to provide any assistance aside from redirecting me to unrelated fields/departments.
Reviews with attachments
Be careful the allow people to fraudly use my afterpay to purchase goods and they do nothing about it, so be careful with these people
Bad quality & horrible aftersale services – I purchased this raincoat from Lululemon and have found out the belt buckle was faulty and that it can open itself up without the need to press the release buttons. I have contacted their customer service and visited their store to discuss this malfunctioning buckle. Unfortunately, no one was willing to help and insist there was nothing wrong… Read more
with the belt and refused to offer solutions to resolve this issue.
I was disappointed and unsatisfied with their product and incompetent customer service. This is a $300 raincoat and my first purchase from Lululemon.
I appreciated Lululemon's response and I will never revisit it.
No quality check on their products for online delivery! I’m a regular customer of Lululemon, mostly online purchases now since I know my size for this brand. With my 2 recent online orders, I had firstly received a legging that arrived with stitching flying out; then recently I just found a security tag still attached to my Dec order. This is… Read more
very disappointing since I made online purchases for the convenience. I didn’t expect to spend/ waste extra time to deal with customer service via email or find time to visit a store in-person.
Please review your protocols on ensuring products sent out to customers are in good conditions. Your prices are not cheap and we expect better service than what you are currently giving.
Really disappointed by my pants purchased for $140 at Lululemon. 4 months after I purchased them my husband noticed a hole in them. When I contacted Lululemon they said it was a deliberate hole. So QUALITY PROMISE I don’t think so. Any other store if the item doesn’t function as it should they replace it. Very very disappointed. Show details
What a joke shorts cost $54 but the online store sells for $69 ! Very deceiving wow Show details
fabric has developed a pattern of white specks and marks around the seat and inner thigh area after 2 uses. Low quality; company refused to exchange or refund. Show details
- +2
I am extremely disappointed with my recent Lululemon Australia order (#AU04547463). Out of 5 pieces I purchased, 2 still had security tags attached. This is the second time this has happened — the first was in December 2024. I’ve since left Australia and brought the items back to Singapore, but the SG Lululemon store cannot remove AU tags because… Read more
they use a different security system. I had planned to wear these clothes for an upcoming event, but now I cannot.
To make matters worse, the Canada team can reply within 1 day, while the AU team takes 7–10 business days — far too slow to resolve urgent issues. I’ve spent good money, but I can’t even wear what I purchased. For a premium brand, this is unacceptable.
Lululemon should take responsibility as one brand and resolve issues internally instead of making customers chase different regions. This experience has been extremely frustrating and disappointing.
I am writing to formally lodge a complaint for the Lululemon Kotara Store in NSW regarding an extremely upsetting experience I had at the store today ( Sunday ) I purchased a pair of Align tights from Lululemon last week. After wearing them for only half an hour, they began rolling down at the waist. I contacted a store associate on chat who… Read more
advised me to return them. I drove one hour to the store specifically for this return.
Upon arrival, I was told the tag on the tights did not match the barcode inside the garment because the year was different? I reiterated that this was the original tag on the tights when I purchased them and that they were unworn. ( why would i lie about this and how ??? )The associate refused to process my return, she was so condescending and was not listening to me at all and just kept saying "mmm hmm oh okay yeah" as if to say " I don't believe you" ( she already made up her mind about me) and even disputed my statement about where I had picked them up in the store!!! I physically showed her the display. I felt like i was being judged and treated like a liar.
The way I was treated was unacceptable. I was made to feel as though I was being dishonest, which was humiliating and upsetting to the point where I left in tears. I have now wasted over two hours of driving, still have the faulty item, and have no resolution. I am quite shocked by how this girl was treating me. I have never been left in tears after a shopping experience in my life. I work as a nurse and it is really hard for me to get the time to do these things and to just be turned away and basically called me a liar has left me shocked and really upset.
Bought over $600 worth of gear. When they were delivered all 3 items had the security tags still on them. I have enquired 3 times now, and not had a single response (this is across a 2 week period). The gear itself is great, but it's useless with the tags still on the clothes. What is most disappointing is the lack of response. Not ideal for any company, but you'd think it would be better for a brand like lululemon. Still waiting..........
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Positive reviews
Lululemon is such a great brand. You can keep there clothing for years and it will still be very durable. I live how kind and willing the workers are to help find exactly what you want, and always willing to help you order something if it’s not in the store. Overall,Lululemon is a great brand!
Amazing customer service, amazing gear – Had an issue with a product that failed a year after I bought it. They replaced it no questions asked. What blew me away was that the last thing they said as they handed me a replacement items was :"We are sorry you had this experience with the clothing". What!? how good is that. Back their quality to the point where the apologise if something goes wrong. Show details
Love it – I love shopping at Lululemon. The staff are friendly without being intrusive and as soon as you put your hand up, they are very helpful. I like that they have such in-depth product knowledge bc it saves me doing my own research. Solid returns policy with receipt and they back up the product quality meaning that if an item wears prematurely or… Read more
doesn't live up to the hype and it's been a long time since you bought it, you can take it back and have a chat about replacing it with the same item or something else. Gotta respect a company that respects my spend.
Negative reviews
I am a long time Lululemon customer and sadly the brand has gone downhill dramatically. I recently had a pair of leggings where the stitching in the crotch completely failed. In the past, Lululemon stood behind their products and would replace items with genuine manufacturing faults. Now the policy feels profit first and quality and customer… Read more
service last. Instead of a straightforward replacement, you are required to send items away for assessment for up to six weeks and then return to the store to collect them, rather than having them posted. This is inconvenient and completely out of step with a premium brand.
My last three visits to the Armadale and Camberwell stores have also been disappointing. Staff were rude, inattentive and uninterested in helping.
Today was the final straw. I went in to exchange a pair of leggings purchased during the Boxing Day sales for a different size. The discount was modest, yet I was told there is absolutely no change of mind or wrong size exchange. This policy is rigid, outdated and incredibly unfriendly to customers, especially given the price point.
The quality is no longer there, the prices are sky high, and the customer experience is poor. Lululemon feels completely out of touch with its customers.
I strongly encourage people to look at alternatives that still value quality and customer service, such as Nimble, Lorna Jane, Sweaty Betty, Uniqlo or Ryderwear, all of which offer reasonable exchange or refund policies even on sale items.
I will not be purchasing from Lululemon again.
Have these guys got the worst returns policy in existence ? To avoid the $A179 price tag I brought a number of pairs of pants in their sale; most fine, one pair so incredibly not the right fit its laughable, well almost. Lulu response; some AI generated rubbish to the effect that no chance we're taking them back. So take a discount ONLINE and your own your own with what arrives. No wonder their share price has halved and still sinking. Show details
How dissappointing! After having bought Lululemon product a few years ago and being very happy with it, I decided to purchase another pair of leggings during their recent sale. Even on sale they are still an expensive item. Whilst they say no returns for "change of mind" on sale items, it makes no mention of the fact that you cannot return or… Read more
exchange if they are the wrong size. Given the company use US sizing buying online can be extremely confusiing and unfortunately I inadvertenly clicked on a US Size 12 thinking it was the Australian size. When I received the leggings they were substantially too big because a US size 12 is in fact a AU 16!!!
When I rang Lululemon they refused to exchange the item quoting there "change of mind" policy even though it IS NOT a change of mind. The item is actually not fit for purpose as it is way too big. Very disappointing and will definately not be purchasing from Lululemon EVER again.
As a side note, I would also say that the quality of the product is no where near as good as the previous leggings I have purchased. Not happy Lululemon!
Recent reviews
I work near Brighton Lululemon and have been in the store many times, when I walk in the store I am greeted with a hello always, unfortunately when I did ask for assistance in regards to a jacket I was told to just look around as they have many, the young girl was dismissive and made me feel like she couldn’t be bothered, this is not the first… Read more
time this has happened, it’s not easy buying activewear and that will be the last time I shop at your store, it’s a shame but I’d rather shop somewhere where I’m valued, plus I notice that your website contains tiny young women and not the general population, I think you need to take a look at your marketing
I love Lululemon Activewear and have always been happy to pay the higher prices. My kids bought me a whole outfit ( leggings and Jacket) for Mothers Day which I loved until I wore the leggings and they pilled after the second wear. I don’t have a shop where I live so made the effort to go to Sydney and was told because it was over 30 days they… Read more
couldn’t do anything for me. I then reached out to customer service and sent photos only to be told my laundering had caused it. I am so careful with my active wear and the way I wash it . I have 3 pairs of leggings ,2 bike shorts and 2 zip up jackets all Lululemon and nothing like this has ever happened before. I am more than disappointed with the response of the staff and customer service. I have been a loyal customer who sings the praises of Lululemon but no more. My leggings are only a matter of months old and I don’t feel good when I wear them.
I purchased some invisiwear boy leg undies. After the second wear and having only been washed in a wash bag there is a tear fault with them. I contacted customer service who said it must be my fault as their quality meant this wouldn't happen so they won't be replacing them. Don't ever buy from Lululemon, I know I won't again. I'll now try and initiate a refund through my credit card company.
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Poor customer service. Purchased a gift card in Australian dollars, and they issued in US dollars. They would not exchange for the correct currency. Lorna Jane tops Lululemon! Show details
Quality and durability not as expected. Purchased a pair of the flared leggings and a co-ord from Lululemon given the reputation the brand has of being good quality. Found that within a few washes the material had begun to bobble, seams come unstitched. I have no issue in paying for a good quality, long lasting product- but was left disappointed.… Read more
I find the quality of the fabric is now very thin and cheap. In terms of a positive: the garments have held their shape throughout the whole time I have had them and the colour hasn't faded.
Poor quality align tights and rude customer service staff. This brand used to pride themselves on friendly customer service and great quality products but sadly this is a thing of the past. Less than 3 weeks since purchasing new tights they are coming apart at the seams and there is imperfections in the material but the online service won’t allow an exchange for a replacement pair. Disgusting service! Show details
Bought a jumper on AFD discount online, when take the jumper to Warringal Mall store for swapping a larger size, the sales perks asked me the pay the full price for swapping! Show details
Faulty top - brand new - Refused return. I’m a long standing customer. Never had to return something before. Shocked by the complete refusal to refund for faulty garment. Show details
Terrible customer service for a worldwide business. Couldn’t provide basic stock info - when something out of stock might be in stock online, couldn’t tell me which stores might have it instead & then when I reached out to 2 of the Perth based stores, nobody answered the phone or replied to my email.
Live in Cairns,No Lululemon stores close to here.Ordered shorts I liked from online store in the sale and bought size 4 and 6 as require to try both on to establish correct fit ( sizes so variable) I went to return the pair that didn't fit only there is no option to return and says non refundable due to being a sale item .. Lululemon Australia… Read more
this is not good customer service and this doesn't happen when buying in the UK !!! As online consumers of your clothing surely we have a right to try sizes on for fit and be eligible to return that which doesn't fit... You have lost a customer I will stick to Sweaty Betty and Patagonia in the future both much better companies to deal with.
I am very disappointed with the Mosman store they would not give my friend a straight exchange on a sale item with receipt and tags still on the item. Also the store manager was so rude with a terrible attitude. We will never shop there again.
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Update: still no response from Lululemon (6 weeks later).....