Friday, January 14, 2011

Cups for the Tanks

I was browsing the reviews for the Push UR Limits Tanks - it now has 150! - and found this very recent review from a new customer regarding the hoops she had to go through to get cups for her new tanks:

I was so excited by the reviews of this top that I decided to buy 3 of them. The reviews did not lie, this is a great top for jogging, yoga, spinning, kickboxing, ect. I am a 34B, 95 lbs, 4 ft 10 in and the size 4 fit well. It would be better in a size 2, so please Lululemon make a size 2 in this top since us smaller gilrs still like good support for our bust!

However, only 4 stars because when my 3 tops arrived in the mail they did not come with the cup inserts. When I called customer service, they told me that they usually don't send the cups with the top for old customers since the cups can be reused from top to top. I informed customer service that I was a new customer and asked for 3 cups to be sent for the 3 tops I had received. Customer service told me that they would only send me 1 set of cup inserts even though I bought 3 tops since the cups can be reused. This is gross and would require laundering after use and I bought 3 tops so I would not have to do laundry after each work-out. This is also totally unacceptable for the amount of money spent on this top. After expressing my astonishment, customer service told me that they would send me 2 sets of inserts (for my 3 tops). They told me that it would come in 2 weeks. After a month, these inserts still did not come. I finally had to make a trip to the store to ask for the inserts (the reason I ordered online was to avoid having to go to the store). The girls at the store in Chicago-Lincoln Park location were so nice and gave me the cups I needed. If it wasn't for the store, I would not have kept this top. There are other athletic stores such as Lucy that make these kinds of tops and all of them come with their own individual inserts- even when you order online. Beware other buyers since you will not get the cups for this top unless you have a store in your city. Customer service will tell you that they will send you the cups, but they will not. Very disappointed in customer service over the phone, but again customer service at the Lincoln Park Chicago store was great. Buy this top if you have a store in your city.

I don't really get Lululemon's cheap-ass position on not giving people cups or the option to get cups (or decline them) in their tanks when ordering on line. Particularly when it comes to Luxtreme tanks which reveal every pimple and freckle on your body not to mention nips. I'm a long time Lulu buyer so I have a huge stash of cups in my drawer but people who are new to the brand need to build up a supply. Reusing the same cups is disgusting and expecting people to wash out their cups right away after a workout is unreasonable. Lululemon profits are through the roof and they give part time workers a 40% discount (FT get 60%) so you know the markup on the clothes is enormous. They can afford to give people the cups. They are needlessly pissing people off, especially new customers, with their tight-wad position on the cups. Additionally, if they do want to be so cheap, why not sell replacement cups? I remember when I first started buying Lulu the stores used to have little mesh bags of two or three pairs for sale for about $8. After awhile the cups get wrinkled and ratty around the edges so you do need to replace them. People have been giving them this feedback on their Facebook site for quite a while now. It's a very simple fix - put  a check box at checkout. Why hasn't something been done about it yet?

32 comments:

Anonymous said...

Yeah, this is so silly and so easy to fix, but nothing has been done...

Amanda said...

LuluAddict- why is it also that they never respond to negative feedback like this? I've posted countless reviews on the same stuff, and the "bag me" issue on the website- they never respond. Especially regarding why there is never enough stock of highly sought after items?? Sorry for the rant :(

Kara said...

Ha- you should re-title this "Cups for the People." And I 100% agree. This is very poor service on Lulu's part. I can only go to a store 4-5 times a year, so I have to stock up then. One of the primary reasons I buy Lulu IS THE REMOVABLE CUPS. Hope someone's listening...

anne t said...

Here's the thing...i ALWAYS check the "bagless" option for online orders. I still am getting bags almost every time. So...my faith that a check mark for cups/no cups...is non-existent!

Anonymous said...

The educators in Southern California get 70% off! Which is insane!

Pattybea said...

There was a response to this review and I found it quite lacking...though they did apologize.

Response from lululemon:By Jenna, GEC, January 12, 2011
Thanks for taking the time to post your review and share your feedback with us. I'm sorry to hear you were disappointed with your experience via phone. While we do encourage out guests to interchange the cups between tanks, I can understand your frustration with not receiving them for each tank as you are a new guest. I apologise that this allowance was not made and will be following up and sharing this feedback with our team.

Do you like how she notes that since she is a new customer she should have been able to get cups. So those of us who have spent thousands on Lululemon--we don't deserve to get cups with our tanks?

I want cups with every tank I buy. I too started buying the brand BECAUSE of the cups. These tanks are expensive and you are paying for the cups and the cups wear out so it is nice to have a stash.

If money is an issue--charge a buck or two more and include the cups. Hard to believe this is still an issue...

Anonymous said...

This is really interesting, especially since Lululemon is a store that relies heavily on word-of-mouth and customer recommendations in lieu of advertisement. Lulu doesn't do the whole pro-athlete endorsement thing or have billboards everywhere- the business's success is heavily driven by the high quality of the products, the reputation for having high quality, stylish products, the Lulu subculture (the blog, manifesto and fun, youthful healthy living vibe) and by people recommending the clothing to their friends. Things like this leave a bad taste in people's mouths.. They charge too much for the clothing for the quality to be compromised or for poor customer service like this.

Lulu seems to be experiencing some 'growing pains' lately making the transformation from a smaller home-grown chain to a large retailer - there are a lot of complaints about a drop in quality of the products lately, the shopping bag recall, constant errors on the website, the 'bag'/ 'bagless' online sales issue, the discrepancy between pricing on the website and stores, the list goes on. People don't mind paying more for a great product and good service. But there are LOTS of smaller scale companies (ie One Tooth, Thriv, Athleta, etc) who are right behind Lulu, who offer comparable products, some of which are made in Canada, who have great customer service. People will look elsewhere eventually if Lulu doesn't get it together soon..

Anyway, sorry, this comment was longer than I intended.. A rant of my own :) On a sidenote, I've been a longtime loyal Lulu lover (though I live nowhere near a store, so most of my purchases are online/ over the phone) and I received my first set of cups this fall... I'd love more, but I wonder if it's worth even bothering calling the GEC for more...

Anonymous said...

Bottom line= lululemon is a bunch of made in China cheap asses!! They could care less about customer servic and every single one of their tanks should have inserts... I think the GEC is a bunch a salewomen in cheap clothing dripping in slime...

Anonymous said...

Same thing happened to me. I called to request cups (after not receiving them w the Push Ur Limits ) and they assured me they'd send them and never did. Three weeks later, I'm still waiting and hoping my second ph request comes through. Imagine if you're a new customer all excited about your new top and have to wait a month to actually wear it!

ojodeazul said...

OT - but Lulu your favorite passion crops just popped up on line!

Anonymous said...

Something that annoys me is how every person that works for them says "Oh we never know what will be released". Obviously SOMEONE at that company knows what will be released/ re released so how about they word it differently. Ok I'm done complaining now :)

Jellybean said...

Same story for me. Ordered a tank top, called GEC to request cups, they didn't arrive in the package, brought my receipt to the store and they took the cups from a tank in the store and let me have them. Great service in store. I asked for the cups from GEC because of reading the feedback you posted today. Go figure, not sure how they are going to fix this one.

Lulu IT Girl said...

I bought three regular price tanks at the store and requested cups for each tank. They said they were out, come back next week. Well I couldn't come back the following week so when I went back 2 weeks later, they said they were sold out again. Why can't they keep enough stock? There should be enough cups for each tank in the store and than some. Are they doing this on purpose so that you keep coming back to the store and hopefully purchase some more clothes? So now I have to wait again ...

LuluAddict said...

What kills me is that this lady, and some of you, have had to ARGUE with the GEC and explain you are a new customer to wheedle some cups out of them. If a person goes to the effort of calling, all they should say is ok, we'll send them right out. They are already saving money by waiting to be asked before sending out the cups. To make people explain why they need them when they can call customer history up is really a bit much for a "premium" product. From this woman's story, the people at the GEC are acting like the cost of the cups is coming out of their paychecks. I say up the price by a dollar or two and just include them all the time.

@ ojodeazul - Of course they release the Passion crops again just when I've spent $100 on a new jacket - arghhh!

Anonymous said...

Though I agree that cost must have something to do with Lulu's stance on this issue (business decisions always come down to dollars and cents, don't they!?!), I always thought it likely had something to do with the environment. Is that super dumb? I admit, I don't really know what either the bags or the cups are made of, but for some reason I assumed the bagless option and Lulu's reluctance to provide cups were part of an effort to go green as well as to save the company money. Either way, what Lulu is doing here is ridiculous. When I buy a tank and the item description mentions removable cups explicitly (Power Y, for example, "◦Mesh bra construction with built in pockets for removable cups"), I fully expect it to arrive with said removable cups! Lulu is charging mooooore than enough for these tanks [as evidenced by LuluAddict's info regarding the employee discount and what that says about the markup (which my friend who is a full-time employee tells me is 75-80% depending on the item)], so I would be disgusted if Lulu started charging extra for the cups! This really makes me want to start writing reviews for every tank I order and including a complaint about the lack of cups at the end of each one whether I received a pair with my new tank or not. Surely Lulu has to listen at some point, right? If the company is really as focused on its customers as it claims to be and wants to enjoy the kind of success it has until now, it won't be able to ignore the headline risk associated with this issue. End of diatribe...thanks for listening :)

Anonymous said...

Maybe if they stop including bags even though you check the box that says no bag they would save enough $ to afford cups for all the $50-$70 made in China for $3 tanks. Senseless, absolutely senseless to treat customers this way for such an over-priced product.
Lululemon needs to set some goals :) Here I'll help get them started.

1 year professional goal for Lululemon: We WILL not blame customers for bad customer service.
We WILL not make them beg for cups!

Anonymous said...

an educator told me that the stores are never sent nearly enough cups to even possibly consider handing out to each guest (with each tank), and she was quite frustrated about it as well. She said that as much as she really really wants to just hand them out to everyone, regardless of whether they ask or not, that the fact that the company doesn't supply them with enough, means that she cannot.
She even said that most of the time, the educators have to take them out of the y bras and tanks so they can give them to the people who ask for them!
When I said that that was ridiculous, she shook her head, and agreed, I think her exact words were "I agree, it's unprofessional, embarrassing, and tacky"...she said that numerous stores have made this complaint to the company, but to little or no success.

It's unfortunate. It's not a way to show new customers that you're a company that cares about the details, and it's not smart to "go back" on your word of quality and detail above anything to your loyal ones.

Anonymous said...

Maybe it's because I haven't had the need to request cups multiple times via GEC but the one time I called because of a tank I bought at a Yoga studio with missing cups, the associate was super nice about it. She only asked me what size and tank I was buying it for and she said she was mailing it out asap. This was about a month ago. Because I live in California and the package was being shipped Canadian Post, it did take a few weeks to get here.

I usually go to the Irvjne, CA lulu and the tanks are usually sold with cups, as are the bras (or maybe just the loot rack?). I've gone in and asked for multiple cups at a time and they've been great about giving them out, even when I'm not buying anything.

I'm wondering if some of their concern comes from worrying that people will sell them via eBay, much like the shopping bags. I remember seeing a listing for cups on there a while back with bidders.

Anonymous said...

Lululemon has obviously become a store for the elite (prices have gone up considerably) and the cupless. I don't think I'll be shopping there anymore.

The lack of cups, lack of quality, lack of great customer service, and the recent price gouging is absolutely disgusting and I'm not longer proud they're Canadian.

Becky said...

It isn't only the cups that I have had problems with. The bag recall, which asked 'guests' to return the voluntary recalled bags, was an issue for me at the Halifax, NS store.

I went in with my bags, only planning on returning them, I didn't intend to ask for replacements. However, 2 of the cashiers gave me such a hard time about even returning them, they were very defensive bordering on hostile when I brought them in. They both went out of their way to emphatically say that the bags were NOT recalled, whereas I replied that I agreed, it wasn't an official recall, however, the website stated that there was a VOLUNTARY recall, and so I was bringing them in to be disposed of as I didn't want them just laying around at home. Because of their attitude, I insisted on replacements. If they had of just been kind and accepting of the fact that I was bringing the bags in, I wouldn't have bothered asking for replacements. Since they were so b*tchy about it, I was b*tchy back.

This is the only time I have ever had problems at the Halifax store. Usually their service is exceptional, however, this time they were seriously lacking in professionalism.

LuluAddict said...

I think the stores are much better about giving people cups. I haven't had to ask for them in awhile because I had so many but when my sister bought some tanks at the Carlsbad store they brought her cups without question (although she was trying on Power Ys) and we weren't even regular shoppers there. However, I was wearing head to toe Lululemon so I don't know if that makes a difference in how you are treated when you shop at a store they don't know you.

@ Becky - That is weird about them giving you a hard time about accepting the bags when the website had a big statement on it and Canadian newspapers covered the story. Someone didn't get the company memo.

Anonymous said...

There is a similar issue with some of the bags. The Fast in Flight bag was originally bills as having an " Interior zippered wet/dry pouch and removable, washable, waterproof wet/dry pouch keep sweaty  clothes isolated.". The tag also advertises this feature. I ordered the bag, loved it and removed the tag before I realized that it does not have the removable wet/dry pouch. It does have a " wet clothes " pocket, but it is made of the same material as the rest of the bag, and it would be impossible to wash. I called the GEC about getting a pouch, and they said the tag was a mistake, and they don't provide extra pouches. Come on lulu, it is a $100 bag. Provide the cheap little plastic pouch, AS ADVERTISED.

Lulupetite said...

On a side note: Push Ur Limits tanks DO come in size 2 now, but only in the newest colors (passion and faded zap) and I've only seen them online in the US (versus in local stores). Petite ladies rejoice!!!

Lulupetite said...

Push Ur Limits in snorkel blue also comes in size 2!

shannon said...

How do I know if an item is suppose to have cups? I have 3 'boobs on a wire' bras and now I am curious if they are suppose to have cups. Do you know?

Anonymous said...

@Shannon, usually the product info will say that it says it has a shelf bra and that usually has slots for cups. If you check your bra/top it should have a small pocket near the armpit area where you can slot cups in.

Jellybean said...

@shannon-I asked the same question in a store the other day. Boobs on a wire does not come with cups but the ta ta tamer does. I was on a bit of a cup rampage in the store last weekend.

LuluAddict said...

Also, the Ta Ta Tamer Cups are completely different from the cups put in the tanks. They have a round-shape, instead of an eye-shape and the bra ones are perforated.

Ana said...

I totally agree with you. just a simple checkbox would solve thr problem when shopping on the website, however they insist to keep customer cupless! We should report it every time possible, spread this problem, hoping that some day this changes.

Anonymous said...

70% and 40% off? i met a girl recently at kiehl's and she said she used to work at lululemon and only got 10% off and they won't schedule her to work more hours to get bigger discounts.

i often give the cups to the register when they ring me up. i even have new cups at home when i forget to decline them. anyone need some size 8/10 cups? i can mail them to you.

Liz Phelps said...

an opt-in for the cups is a great solution...provided that they fix the opt in system others have described. i personally wear the cups more than one days because i wear sports bras every day and if i'm not sweating, i don't have a problem giving them a day to refresh (or not) and using them again. obviously if they're soaked with sweat, that's a different story. for a long time i declined cups (second half of 2009, first half of 2010), and a couple of educators would say, oh you don't like cups, that's right. um, again, no, i just wash and reuse (tide makes great bra pouches for the washing, i fill them up with the lulu cups). but then they got worn and flat and started picking up new ones every other time so i could start phasing them out. the store has always been generous with cups, and the once or twice they didn't have them (because they didn't get enough shipped to them!), they were apologetic and honest in explaining. i said no biggie, and got them next time.
seriously, i hope that lulu fixes this issue. such a petty pathetic thing to be stingy about. really disappointing to hear. i'm all for reducing production as necessary, but if a customer asks for them, why not?

Anonymous said...

I think Anonymous 7:49pm got it right... If Lulu really does listen to the comments and feedback submitted in the reviews, I say everyone review-bomb them. What I mean by that is everyone write reviews- and specifically provide feedback that the lack of cups is unacceptable. Eventually, one would hope that they would get the message and do something about it.