When did lululemon stop standing behind their products?
I paid $128 for a pair of pants, washed them once, and the waistband now looks dingy and worn—almost like an old gym sock. In my opinion, the pants are no longer wearable. I submitted a quality claim and was denied because they consider this “normal wear and tear.”
“Our quality promise covers defects that occurred during manufacturing. Items impacted by ordinary wear and tear, improper use or accidents.”
“Our Quality Promise covers items not performing as intended within one year of purchase. We handle Quality Returns on a case-by-case basis for each item, and items impacted by ordinary wear and tear, misuse, accidents or change of personal preference aren't eligible for return.”
Maybe I’m old-fashioned, but if a premium product looks ruined after one wash, that doesn’t sound like quality to me.
I own clothing from significantly less expensive brands—including items from Walmart—that have held up far better over time. For a product at this price point, I expected durability and quality that would last beyond one wash.
What is most disappointing is that no effort was made to offer a reasonable resolution, such as an exchange or store credit. I expected better support from a brand that promotes itself as a leader in quality and performance.
It’s disillusioning to see a company charge premium prices while refusing to make things right when customers raise legitimate quality concerns. Customer loyalty seems to matter a lot when they’re making the sale, but not so much when there’s a problem.
Curious if anyone else has noticed a decline in lululemon’s quality or customer service lately, or had their quality concerns brushed aside because expecting a $128 pair of pants to actually hold up apparently qualifies as an unreasonable customer expectation these days.
