Friday, July 20, 2012

Letter From A Lulu Ambassador - Followup

Just wanted to let you all know that the author of the letter I posted yesterday received a phone call today about her letter. Here is her account of the conversation:

I just got a personal phone call from the Product Development TEAM at lululemon. With a personal apology for the issues of the last several months - several times over. AND, the commitment that we will see a corporate communication posted to all guests in the next few days acknowledging the quality issues that they have been experiencing with apologies to guests and a commitment to resolving them.


I find this encouraging. I'm looking forward to hearing what lulu has to say.


Also, for what it is worth, I've asked around and the Ivivva products are not having the same quality issues. In fact the same person who wrote the letter has two young daughters who bought Flash and Paris Pink items from Ivivva and experienced no bleeding.

39 comments:

Laura said...

Sounds promising!

macfrannie said...

My fingers and toes are crossed. Thanks for sharing the information with us.

Anonymous said...

Let's wait and see if there is a corporate communication issued to all customers. The, let's see if these quality control issues, design issues, and policy issues are permanently resolved. Actions and results will tell, as will time.

Anonymous said...

Nice. I'm sure they could have called her based on the letter alone...or is it the letter plus that she's an ambassador? Don't tell me LLL doesn't read LLA's blog and all the comments...they do.

anonymous me said...

I hope this letter isn't simply hollow placating, that customer complaints begin to be taken seriously, and that things are, at some point in the near future, resolved with regard to the quality control issue.

I say this especially as I guiltily went on a diamond gusset search today, and came away with a pair of old-style WUs, black with the ribbed bottoms, and a pair of the Free Mind crops in heathered charcoal.

I know some people view the latter style as goofy Hammer Time flashbacks, but when I tried them on they were so comfortable I didn't want to take them off, even if they were horribly overpriced.

I haven't given up completely on lulu yet, though at least I've cut down significantly.

Signed with guilt,
anonymous me.

Pink Peony 4 said...

I have faith. In my book Lulu still rocks. The design suits my taste although not all but enough to spend my pretty penny on. I love me some LLL. I'm excited about the upcoming changes. I'm sure all will be alright.

Anonymous said...

I think they're still in let's-deny mode.

I was in the store today and the salesperson asked if I'd tried on any of the new crops. I said, "No. The new gussets give people camel toe." "Really?" she asked. "I haven't heard anything about that." Well, it's all over the web -- people's reviews, I told her, to which she replied (all join in on the chorus): "Well, the pants fit different people differently."

Translation: if you get camel toe, you're just the kind of person who gets camel toe.

Is that Lulu's new script that they came up with in the gusset debacle conference call with managers? The disingenuous routine is not going to fly. Those WU are festering on the shelves for a reason.

I hope the rumor is true that they're going back to the old gusset (while denying the new one is a problem). Still...they still have the bleeding colors yet to contend with. I don't think I'll be buying much for a long time.

Anonymous said...

Well I've lost faith. They tiptoed around these issues for far too long. It should never have taken this many bleeding colors AND stitching AND other general quality issues to get a response like this. I focus on customer service when I buy my items and Lulu's is not up to par. I am not purchasing lulu items anymore and will not run back to them because of one simple phone call/letter. They need to actually improve things, not just apologize.

Anonymous said...

re: gusset, I have no complaints or ct with either the oval/diamond or the triangle, have items in both. Didn't even notice a couple of my items were triangle 'til I was washing them/doing laundry and it was a few wears/washes later. But if you ask me my preference, I prefer the oval/diamond.

Anonymous said...

Not fallin' for it. They can keep making up their manifestos, and they can say they will publicly apologize- it's clearly just lip service. If they were truly concerned about 'the guest', they would never have blamed their customers (sweat pH???) for the quality issues to begin with (only one of many, many customer 'abuse' stories featured on this blog). They never would have used cheap 'scarcity' marketing tricks to get their 'guests' to impulse buy. Bottom line is that the one thing that HAS been consistent is their disrespect for their customers--to the extent that it's become a bit of a stigma to wear Lulu stuff at the gym where I work out--

Anonymous said...

BTW, I hear there's a new surgical procedure to correct unsightly camel toe...........

Anonymous said...

I agree...I really do hope that we see changes and not just hollow apologies. I think this probably has more to do with the pictures of bad stitching flying around. You can ridiculously blame purple streaks on people's PH. You can foolishly blame CT on people's anatomy. You cannot blame atrocious seaming on anything but your own manufacturer. In addition, these quality issues are hurting their bottom line as evidenced by the stock price nosediving. Not to mention their Facebook page because covered with complaints and demands for public answers. I think they just can't ignore it anymore because it's becoming too public. I also noticed that tons of stuff from the last upload is still available in most sizes and most colors. I think people are starting to spend their money elsewhere. I can't remember an upload in the last 6 months in which items were still widely available 5 days later.

Minda said...

@7:59 "They need to actually improve things, not just apologize."
I agree completely.
- I am an action person. Did my time listening to people who were all talk in my 20's and giving them the benefit of the doubt. . . for nothing.LOL So- in all things. I respect action.

And OMG @8:17 !!!! scandalous LOL nonono draw the line at elective surgeries just to wear lulu . .. lolol addicts!

Anonymous said...

not surprised that ivivva products are not having the same issues--after all they want to expand the brand to the US--ivivva products have to be good quality to gain a cult following...

Anonymous said...

I'm out. Too many other great options on the market now to continue waiting on something that may never change.

Anonymous said...

The new gusset isn't a design feature meant to improve fit or quality- it's what a manufacturer does to get more pant cut out across a piece of fabric. Lulu is literally cutting corners, by cutting the corner off the point of the pant leg, and patch working it out of a off cut. This is why it's so far back, and doesn't accommodate any extra stretch in the inseam.

Anonymous said...

change isn't easy and quick......are they going to spend millions of dollars, trying to fix their "cut corner business," I doubt that. For these type of serious problems to be fixed, they will have to go back to their old ways of making things and spend the $$$$ to have more Qcontrol in place & I just cant see them doing that. Damage Control is a process and I'm not sure that can be done over night. Plus, Lululemon is in the business of making money, not sending 6-9 million to fix it. I too....have been told for YEARS "Lululemon is listening to your feedback...." and was turned on deaf ears. I got numerous emails, "Lululemon is about to call you...." with no return phone calls or responses to emails. Change will be ever so difficult for Lulu. How can they "change" if Christine Day doesn't even acknowledge there's a problem??? LOL... I dunno...that response I think, just lip service. Besides, I already broke up with Lulu...and not all the flowers in the world.....or all the CT surgeries out there, are gonna bring me back! LOL

Anonymous said...

When I look at my pants/power Y from 2005, they have zero pilling. None. They look like (almost) new! Recently purchased crops are covered with pilling, and are starting to look old. It is clear that the quality has gone down significantly. Customer service has always been horrible. Which you can get away with when you make superior-quality, well-fitting clothing. I used to say I didn't need more lulu pants - I had shorts, crops and pants, 2 colours of each, and they last forever. Which used to be true, now they make ugly clothing out of cheap materials and cut all kinds of corners. We're not stupid, and will find better brands to buy.

Anonymous said...

Why is everyone so hesitant to just be happy with their old lulu? Do we really need to buy something EVERY upload? I, personally, have enough lulu to last the rest of my life so why would I continue to purchase new items with poor quality? Maybe I miss out on one color, but come on! If people could just see the bigger picture of how lulu marketing works, you might realize it's all a big game and everyone buying so much still is being fooled.

Anonymous said...

Well said Anon 7:19. I used to wake up early and always feel frantic like I HAD to buy something even if I wasn't sure. Now I sleep in and check the website at work and only buy something if I fall in love with it.

Anonymous said...

Well....I understand the allure of the new -- especially new colors or patterns. But I can go to Beyond Yoga for that thrill, and no worries about quality. I love the feel of the Zobha fabric, too, but the crops have a triangle gusset and I did develop CT by workout's end. Not uncomfortable CT, though -- not a wedgie -- so I'll just cover it up and keep wearing them.

The Zella fabrics aren't doing it for me. Lots of polyester, and their nylon blend just didn't feel as nice as Lulu or BY. Love Athleta fabric patterns, but I hate the fabric (poly blend) & am not crazy about the cut of the tops.

But I'm way past spending $$$ weekly at Lulu anymore. Fool me once, shame on you. Fool me twice, shame on me.

Anonymous said...

I think in the last month I have spent around a grand at LLL, alas, so much of the product was sub par and had to be returned. I only kept 1 jacket amd 3 scoop me up tanks.

When I looked at my reciept returns the Educators had selected the return code "customer changed mind". I really wish LLL woukd have a return code that says "quality subpar, or bleeding issues, or fish smell, or horrible stitching".

Anonymous said...

OT - I received a black Scuba hoodie in the mail today and I SWEAR that I order it in current. I checked the LLL site and it says that I ordered black, but I just don't see how I could have made that mistake when a picture of the item shows up in your cart. I'm seriously bummed about it and can't help but feel that it has something to do with the currant Scubas being mysteriously pulled from the LLL site.

anonymous me said...

On a random note, I've spoken to at least 4 educators during my old style diamond gusset quests, and when explaining I was looking for the old style, they asked me what a gusset was. They literally did not know.

Does LLL educate their educators any more? Or do they want to keep them out of the know, so that the complaints seem to make no sense?

Anonymous said...

@ 12:03....Ive called the GEC many times and spoke to their "educators" and had to educate them on their own merchandise!!! LOL.... I've had educators tell me over the phone to order a size 8 in pants and when they came, were too big...and when I finally figured out what size to get...I was a size 4!!! How do you screw that up?! I asked about what kind of zipper a jacket had...and the girl did not Know. When she got back to me, she said it was a plastic zipper. when the jacket came...it was metal!!!! :( I've called and asked what something is made of....to get the answer, "I'm not sure.....let me ask around...." How to those pants fit? Answer: "I'm not sure.....let me see if anyone else knows!" WOW.....is all I can say!

Anonymous said...

Their "educators" are VERY uneducated!!!

Anonymous said...

The educators at my local store are always super knowledgeable! I love them. It's a party Everytime I go in there and those men and women are always so helpful! Maybe y'all need to visit my store lol

Anonymous said...

I've heard educator gusset ignorance, too. I'm not sure if it's an act or if they really just stay completely out of the loop on issues with their own brand. Either way, it's not helpful.

But I really like all but one educator at my local store. The one has attitude problems, but the others are super gregarious and fun. And helpful. And real (or else a very good imitation of real!).

Anonymous said...

I love my astro pants, but will never buy them again. The material is crap. I took them on a vacation in which all I did was walk around in them. They were pilling. Nothing was rubbing up against them. They continue to pill every time I take them out of the wash and I always wash my lulu stuff separate. Quality has definitely gone down!! It seems like it all started the beginning of this year.

Anonymous said...

Well what are we all gonna do about this??? keep talking...or stop buying?! :)

Anonymous said...

Here's the thing- I agree with many of you that I am, at least for the time being, done with Lulu. I see a new color, I get excited, and a week later the web is filled with stories of that color bleeding or sucking up the color of surrounding products. At Target prices, that would be one thing (though Target would give me a full refund). At Lulu prices, that's criminal.

But what really gets me is not that there's a corporation creating inferior products at alarming prices. No, what really gets to me is that people recognize the widespread problems but still buy something from every upload. Addict is not a misnomer.

How many of you have more complicated washing routines for Lulu than for your delicates? How many of you have complained multiple times here or to Lulu regarding quality issues, but still felt compelled on a weekly basis to go to the site and buy more? If it feels like I'm judging you, take heart, I'm judging myself. Last week I did a half marathon. Months earlier I had purchased a special race outfit from lulu which included a flash shirt that I still have to wash separately and no my local store wouldn't take it back. When the forecast called for rain I realized I actually couldn't wear my special race shirt unless I wanted to turn orange. Yes, the $54 shirt I bought expressly to wear for the race remained in my bag. I thought to myself, if I can run 13.1 miles in the rain then why the hell can't my expensive shirt made expressly for this purpose handle it? That's when I was done. I too was a Lulu Addict, but the product should facilitate my athletic endeavors, not be so high maintenance and hypersensitive that it complicates them or sits them out.

We can talk about Lulu being all talk, but if we simply write letters and blog comments, but still make regular purchases then we're all talk too. It's really quite simple: if enough of us don't buy, then Lulu has to change their game plan. If enough of us do, well why would they change? It makes no difference to profits whether that shirt is on my back or in my bag.

anonymous me said...

anon @ 4:34 AM. I agree with you. I want to quit, but remember we are luluADDICTS, It's difficult to quit cold turkey and not get the shakes. lol

In other words, I admit I haven't yet stopped purchasing completely. I want to, but occasionally a good item comes out, like the rehearsal top, or I make a find of an old style pair of WUs that have been hiding in a back room or something, and I grab it up, especially since I've gone down in size and can no longer count on replacing the older high quality items like I once could. My purchasing budget has dropped significantly though.

I bought the quilted WUs on line last night. They've been available in all sizes for a long time. I can't imagine they flew off the shelves or that it's anything but older stock, so I'm hoping they are the old style version. It's the first online purchase I've made in months, when I used to order weekly. If they're not old style gussets, they're going right back to a local store the moment the arrive.

I felt guilty buying them, but I was drunk shopping.

Anonymous said...

Question, I was offered a gift card instead of a refund for one of their bleeding items. Honestly, I want a refund because I don't want to shop with them anymore. Do I have the right to get my money back and take my business elsewhere?

Anonymous said...

@anon 12:10pm: yes, you can demand your payment back in the form it was made. further, if you paid with a credit card, you can file a chargeback claim...or threaten to when you have the discussion with the LLL CSR. you shouldn't be locked into a future purchase with a company whose products do not meet your needs and/or expectations. stay strong!

Anonymous said...

@12:10

I went through this recently too and am beyond frustrated. I received the Sea Dot Shorty Shorts only to find them completely see through -- but since I ordered them from WMTM they tried not to take them back. The "solution" I was offered was to take them back to the store and pay the difference btw the sea through ones and a new pair. Ummmm, no. If I wanted the colors that were currently out I would have bought them. After way too long on the phone, they finally agreed to give me a gift card, but it turns out I still have to pay the shipping return. Oh AND I was basically blamed for buying luxtreme instead of power luxtreme bc the regular luxtreme is more likely to be see through and thinner. I am DISGUSTED that they are trying to blame their see through shorts on me, and will not give me my money back.

Anonymous said...

Which is why it feels so great to quit 'em. AND think of all the $$ and time you will save when you no longer have to make 6 trips to the local store each week, or check the website every hour of every day in a desperate search for the elusive 'Its july and wee are so spaced quilted' (IJWSQ) cool racerback that sold out before it was even uploaded, so you then have to drive to Schenectady to get one, which you then have to wash 6 times or it will turn you, all of your clothes, your home and your pets a bright fuschia, but really you should have washed it 7 times, so now you have to clean yourself, your clothes, your home and your pets with turpentine to get the fuschia out......................whew! I think we should all just hijack this little thread and change its name to 'Lululemon Intervention'.......

Anonymous said...

Whoops, I mean 'fuchsia' :)

Anonymous said...

Ergghh.. I just ordered a tank from WMTM.. just because it is a 'seasonal' style in an old color before all the bleeding started. I have been brainwashed by the scarcity marketing into thinking that I can't get this style in this color in my size at half price. I'm tilling you that I'm an addict as well. I just want it to stop, and for my credit card to be safe.

Kathleen said...

OT -

LLA - You were asking about NUX pants. I ordered a pair and they arrived yesterday. I wanted to give a quick rundown:

The Good:
- The fabric is amazing, some of the best I have ever felt
- The fit is snug, feels compressive, notes below re: fit in workout
- Cute enough to wear out after workout as well
- The length was perfect

The Bad:
- There is NO GUSSET - no joke, it's just inner leg seams meet middle front seam. This causes the pants to keep creeping down in front.
- You have to wear a thong with these, I prefer to not workout in a thong, but any regular panties (even seamless ones!) show
- The gussetless crotch is totally unlined - I know some girls wear nothing w/ workout pants and am sharing that this would not be a good pair to do that with, especially given lack of "gusset"
- I had a thread hanging from the crotch that was the thickness of a tampon string. Did not notice it at first, must have been shoddy stitching. Thanks NUX, that is an awkward thing for someone to have to point out to me.

All in all, I probably will not wear these again for working out. I will wear them again for lounging and errands now that the thread is cut off since the fabric feels so amazing.