Wednesday, April 20, 2011

Your Wayward Packages Are Taking the Scenic Route to Your Home

I'm reading stories that people who had bad tracking information are starting to receive their packages. They are saying that the boxes are a little beat up and have multiple address stickers. So, it seems like Fedex/Lulu was able to find them and get them to you after all. If you have received your wayward package and it looks a little travel worn, let us know. (Lulu posted tonight that the bad routing was only for orders made on April 15th and 16th and that everything is ok now.)

29 comments:

Anonymous said...

my package is supposed to be delivered today (based on my typical 7-day travel from west coast to east coast experience). however, the tracking number provided shows a completely different destination. i called the GEC yesterday and got the standard "we're sorry, fedex sucks, fedex screwed the pooch...." schpeel. the rep told me it could be another week before i see my stuff. awesome...free shipping...you get what you pay for!

Anonymous said...

one of my pkgs shows delivery (to the wrong city) being pushed back from today to the 25th. so it is probably getting her a week after it was supposed to. the other shows "delivery exception" so i suppose it is being rerouted and will arrive also very late. i'm very UNIMPRESSED with how lulu is handling this. they need to offer some form of compensation to the affected customers (a $20 gift card for example). they can blame fedex all they want but this happened on LULU's website overhaul and to the customers it is lulu's responsibility. Perhaps they should add another phrase to their manifesto: BE ACCOUNTABLE FOR YOUR ACTIONS.

VIcky said...

Super funny that packages are having wrong addresses and multiple stickers, when lulu complains that just the tracking numbers are wrong/switched.

Anonymous said...

The fedex issue has nothing to do with the website overhaul. I know it is a fedex issue - my cousin works there and confirmed it. FYI - the address labels are created by fedex based on the tracking info, not by lulu. I too am awaiting a late package, but understand that sometimes things can happen that cause delay. I don't understand peoples lack of patience, jumping to conclusions and begging for freebies on their FREE shipping. No appreciation 99% of the time when things go without a hitch. Lulu had been up front with their customers with what has been happening, that is being accountable.

Anonymous said...

I actually would say they have not been up front. GOOD service would be to proactively contact everyone with a messed up order and explain what happened and what is being done to fix it. There has been no proactive communication. (I have 2 orders, no tracking number and no response from GEC.)
GREAT service would be proactive communication plus a gift card or discount.

In this case, WWND (What would Nordstrom do?) is a fair question. They are a company that does the right thing, all the time.

Anonymous said...

@Anonymous. That's funny - b/c I have a friend who works at FedEx that say they are PO'd that Lululemon is blaming them and it wasn't their issue. Lululemon prints the labels on site. FedEx doesn't add them to the packages once they receive them. That wouldn't make any sense. Yes, the address labels are created on FedEx's system, but Lululemon runs them and it's Lululemon's information that transfers to the label. I think your "cousin" needs to get their facts straight.

And yes, Lululemon provides Free Shipping, but that's about the only discount I've *ever* seen them give a customer. All other stores have loyalty programs, times product are 10% off, etc. Maybe others aren't appreciative of good customer service, but I've always let them know when I've had an outstanding experience.

And Lululemon isn't being up front with their customers, they're covering their asses and making excuses.

-Lacey

Anonymous said...

just found out my order was shipped to grove city Ohio & it was refused by shipper & recipient - It should be going to Roch NY - clled fed ex & they are trying to see what happened. Besides not getting the order, I certainly wouldn't want to be charged by LULU.
Per LULU - the tracking no I have belonged to someone else & they don't have a real one for me.
They say it is Fed Ex fault, yet I have gotten other items with no problem - we will see

Anonymous said...

I am too, not happy with Lulu. Ordered on the dreaded April 15. No confirmation, tracking etc...Called GEC 3 times before someone actually do something and email me the confirmation and tracking. (Mind you, this is over the course of 2 days, waiting patiently for a "callback" that was promised, but never happened.)Then, tracked @ FEDEX and product update says "packaged undeliverable". Called GEC again, (getting worried and POed by now,) but just got the same schpeil...FEDEX's error, will still get the package sometime in the 5 to 7 biz days. Adding to the drama...stupid enough to order again yesterday..wanted to change my order 10 minutes after it was made, notice that the option to "cancel or change orders" are no lomger there. (Anybody else notice this?) Called GEC pronto and was told that order cannot changed due to it already being processed and picked and packed and shipped...which I do not believe, since it was only 10 minutes since the order was placed. To add insult to the injury, when I checked the order status this morning (a whole 24 hrs after it was "shipped", still actually in the "process" mode. Not shipped yet!!! Sorry to rant and rave here, just had to get it out of my system...stark raving MAD at them.

Anonymous said...

per fed ex - the tracking no is given out by the shipper not them - we will see - this is unacceptable that LULU can't handle a proper shipment - lulu now said they have it going to proper town - new #, but wrong address - lulu stil say it is fed ex & fed ex said it is LULU - sounds like LULU to Me

LuluAddict said...

I agree with Anon 7:04 am - If Lululemon were proactive and provided full disclosure immediately instead of initially flippantly posting on their facebook "breathe deeply" people wouldn't be so pissed off. They should have said we're very sorry but we've had a mix up with labeling and we're working with fedex to track down the wayward packages and promise they will get to you within a couple of days of the original ship date. Here is a coupon code for 10% off your next order or something similar. Would it really hurt so much? Good will matters a lot to people. Lulu really should have contacted each individual affected to reassure them, at least via email. A flippant attitude is fun when it comes to giving your bra silly names like Ta Ta Tamers but when it comes to money people are deadly serious. When you charge premium prices and position your self as a premium company you have to provide premium service. If you really want to lock in customers you need to treat them right. When people spend thousands of dollars a year on your product for yoga clothes they expect a lot in return.


As for it's being Fedex's fault - nice try. Fedex employees also buy lululemon, you know. We've heard from the other side and it's very suspicious that when lululemon changes their ordering and distribution system all of a sudden fedex messes up when they've been bang on for a long time now. C'mon - own your error. People are much more understanding if you are honest with them. Since you weren't you are reaping what you sow.

Anonymous said...

Just spoke with someone who worked for a company & knew how the shipping labels. Got the scoop - but my package just came as well & you can see where LULU put their shipping label on the package & then a second temporary one had to be assigned for it to get to me.
I don't care if it is LULU or Fed ex - Too many of us are having problems. Looks like 1st # sent it to Grove city - where Fed Ex found out it was going to the wrong place & then put the proper temp tracking # on it so I could get it - LULU really needs to get their act in order quickly

As much as I like their things & need to order from the site - this doesn't sit well with me or say much for LULU
LULU should think of a way to apologize for the inconvience they are causing all of us

Anonymous said...

That's IT! Let's all stop buying LLL. I'm DONE!

Anonymous said...

I used to work for a medical company and the shipping department shipped out supplies using Fedex. The way it worked there and everywhere else I have worked is that the shipping department has some sort of interface built in (Fedex employees come to install/set this up when the original agreement is made to use them as a carrier). Shipping labels are printed at the company but look like they are from Fedex because of this interface between the Fedex system. It's how both companies have the tracking number (or should in this case) of the same package without any manual inputting for each order.

This is definitely lulu's error and they should be trying to help lessen all the anger by offering something - they sure can afford to! I think using the argument that the shipping is free is ridiculous. Many companes offer free shipping and most stand behind their carriers and will help correct the situation. I would be pretty pissed if my money was being held on my credit card while I waited for my package to arrive from somewhere on an unknown date.

I think lulu should be giving people the option of refunding customers affected right away and taking it upon themselves to call Fedex and have the package re-directed back to them. At least people could get their money back and order again online or in store if they want.

I did not order online during this time and it makes me not want to until I know this is all resolved. Luckily my local stores will get to see me more often!

houndlvr67 said...

This is what happens when disconnected management sets unrealistic goals for IT. Evidently they don't do unit testing in the IT department until the product goes live...

It does really seem that Lulu is to blame here and should fess-up. Fed-Ex is only as good as the information that it is given. Looks like there was some incompatibility between Lulu's system and the one used for Fed-Ex.

peony said...

Along with this topic of being disatisfied with Lulu's CS, I just received my first order from Zobha....they gave me a 25% off coupon for signing up for email! Wow. Very cute clothes, and Im really happy with the quality. Less Lulu orders from me from now on!

danielle said...

Luluaddict, I'm glad to see you posting this on your site as I think it needs more widespread attention than just the facebook page.

I agree that this is not a FedEx issue, and even if somehow the wrong shipping labels got printed, the labels still get affixed at the Lulu warehouse. There really should have been some sort of QA in place to make sure the address labels matched the invoice. This is basic stuff!

danielle said...

Beyond the shipping fiasco, there have been a number of issues with the site's ordering system (addresses not being saved, order entry data issues, spelling errors and bad links on the confirmation e-mails). As someone who has worked in this area before, I'm appalled. It's not up to the customer to test Lulu's site for usability, and telling us that we should expect some bumps is especially silly. These are issues that could have been handled quickly with proper testing, and it does nothing but make them look bad.

If they can't even QA their own site and their own ordering process, how can I be assured they are QA'ing the actual product?

Mel said...

The only way to really voice your opinion on the shipment errors is to have your wallet speak for you! Send an e-mail to the GEC or post on Lulu's Facebook page to state that you will not purchase anything else from Lululemon until they treat their customers better. And follow through on it. Blog ranting and making additional orders won't do it. But, that's an "addict" for you.

J said...

I'm actually not shopping from the website anymore, which cuts my Lulu purchases by more than half. I adore the girls at my local Lulu so I'll still give them my business but I have been completely turned off by the GEC and every interaction I've had with them. Two separate phone calls where I wanted to ask what was being done about the "missing" packages and instead of listening to my question, the girl on the line proceeded to talk over me to the point that I thought she was a recording. The phone staff there is just downright rude and condescending.

J said...

PS. I've always thought of Lululemon as a very interesting business case study. From their business model to their use of scarcity and toying with the website to create desire/need in their consumer base, all their actions in the past have at least been intriguing, even when they were frustrating. In terms of the actual snafu with shipping, I can understand that things like that will happen, but in regards to how they are handling the issue, creating almost an adversarial relationship with their core consumer base... well let's just say I won't be recommended this particular business strategy to any corporations I consult for.

KA said...

I have to agree with the others that this is definitely not FedEx's fault. At my work, we also use FedEx to ship hundreds of orders and after the labels are created, we upload a file that FedEx has created with the order number and tracking number. From what my tracking number looks like, I have two reference numbers, order numbers, etc, so whomever it was that was processing the FedEx labels (or Lulu's new system) made a mistake with the way that the labels were to be formatted for the upload file to be correct. With an incorrect upload file, we've seen some new employees at our company screw up the tracking information that was sent to customers and I'm thinking that this exact same problem happened. Unfortunately, they didn't catch their mistake, but even then, they should be able to go back into their system to figure out what tracking number is correct for each customer.

I actually think that Lulu's new system was so messed up that when they went to process the files with the orders to process labels, their file had mismatched order numbers and ship-to addresses. Generally the process for us is:

1. Download order file with customer information (order number, items, shipping address)

2. Print labels

3. Upon printing, FedEx ship program creates an upload file with customer order number and tracking information.

4. We upload the FedEx file to our order processing program to update customer orders.

The problem is rarely between step 3 and 4 which would make it FedEx's problem. I'm thinking Lulu's problem happened at step 1 with their new in-house inventory management software.

As much as I understand the problem from a fulfillment prospective, I don't think we've ever been so flippant when customers were given wrong information.

momof5 said...

Just another viewpoint -- Tory Burch upgraded their system and I am waiting on an order -- I called Customer service and they gave me a 20% percent discount, upgraded my shipping to overnight and reversed the shipping charges -- That is FAN-freaking-TASTIC customer service -- needless to say -- i will definitely be shopping at Tory Burch again!

Anonymous said...

@ momof5 - Exactly! Now that is customer service. Lulu's GEC doesn't offer customer service from what I'm reading.

When I first started buying lulu just over a year ago, I was shocked at how poorly the online store was run. Everyone (myself included) would point out the wrong picture displayed on the main page and the standard GEC response would be something like "Thank you, we'll notify the web team". Does the web team not check the site throughout the day for errors? I stopped notifying them because I'm not paid to do so. Now with this new online site that is supposedly in-house, it's not looking any better and lulu's attitude is pretty sad.

For a company like this to not even be able to launch a new site properly is shocking. This is all after being shut down for a month and warehouse relocation which should not have caused such a long delay. Other companies are able to do this transition behind the scenes without any closure. With all the money lululemon has made, you would think they could hire qualified employees with some experience in this are.

Veronica said...

I was one of the first people who commented that my shipping was messed up on the lululemon facebook sight. not only did I get three e-mails as follow up to what was going on through out the day (the same day i posted on fb) but after i got an e-mail stating the shipping issue and that my stuff should be coming to my address regardless...someone from GEC called my cell phone to relay this message (mind you I never called only fb and never gave them my number or asked them to contact me via phone) i thought that was really nice of them and they apologized and assured me my stuff would come (alas i am still waiting for my packages...however i saw some people posted on fb that their stuff make with little delay)

Anonymous said...

Got my order today, but no receipt was included and the packing slip was crumpled beyond belief. OH well, at least it got here...eventually.

Megan said...

I ordered some stuff from Nordstrom for pickup in the store; then I got notice that store couldn't fill the order. I called Nordstrom and they said the "online" could fill the order and I asked them nicely if they could expedite it since there was that mixup. Of course they can! They'd be happy to overnight it! Just another example of good customer service...

Anonymous said...

Yes, I would think LULU by now would realize they have really given all of us a bad taste in our mouth!!! They just don't seem to care.

LuluAddict said...

Fantastic feedback - I'll be making this into it's own post.

Anonymous said...

I left a comment on LULU site directly, I hope others do the same. It does no good if we just post to each other - we really need to make sure it is also done on their web page (where we order from)