Thursday, July 19, 2012

Letter From a Lulu Ambassador

A great heartfelt letter from a two-time lululemon ambassador that perfectly describes lulu fans' feelings about the recent drastic decline in quality. This was part of an exchange with the GEC about a skirt that bled. My purpose in publishing it here is the hope that it gets viewed higher in the lululemon corporate structure than the first level GEC employee it was sent to:

Please understand that my frustration is not based on a single skirt that has had colour transfer issues; it extends to the $500 worth of flash-coloured merchandise I bought my daughter that has bled all over her other clothes, the new XL CRB that is sheer, the many new products that I have tried on that are made with such thin luon that it is see-through, the poor seaming issues.

This is not the lululemon brand that I know and love, and while it may not seem apparent, my comments are made with the hope that this feedback will encourage your corporate office to re-think their current supply chain strategies. I have been your brand's biggest champion in my community, including serving as a lululemon ambassador. I have done so because of my sincere belief in the company, its philosophy, and the technical superiority of its products. When students asked why I wore lululemon, I would show them the features of the products, and explain that while they were more expensive than other brands, they were the best-performing products I had ever worn.

Unfortunately, this is no longer the case. Isolated quality issues have ballooned into a widespread lack of quality in many products over the past six months. Perhaps most disheartening has been the corporate response to customer complaints, which has placed blame entirely on customers with ridiculous excuses like the pH of an individual's sweat causing bleeding. If only lululemon had chosen to step up and be accountable in a transparent way, many customers would not have reached the point of frustration that they are now at. I know many customers (including myself) whose purchases have declined dramatically precisely because of the issues and the near disdain being shown loyal customers.


This also places me in an incredibly difficult ethical position: how can I continue to be associated with a brand that produces sub-par gear and refuses to acknowledge its responsibility to its customers? In good conscience, I cannot. I have been hoping (in vain) that this situation would change, as I am loathe to end my relationship with my local store. The Store Manager and Educators here are hard-working, enthusiastic, responsive, and just generally great people. They do not deserve to be penalized for policies and practices that they have no control over. And yet, they are. By refusing to be openly accountable, corporate lululemon is showing disrespect to its front-line employees in the same way that they are disrespecting customers.


I would welcome a return to lululemon's standard of excellence, and would be pleased to champion this brand again should I see evidence of such.

-- A lululemon ambassador

102 comments:

MonkeyGirl said...

Hear, hear!!!!!

Jen @nutcaseinpoint said...

Can't wait to see what kind of response is given!

Pink Peony 4 said...

Sad but true...

yogibabe said...

Yes, excellent letter and am waiting to hear their response. Let's see them try to fudge the issues.

Anonymous said...

Wow, I'm guessing that expresses more than one individual ambassador/educator/managers' opinions lately.

I did, however, login to share a very positive GEC experience I just had. I had posted about the currant scuba being completely faded. I called and explained what it looked like and that the zipper was not what was shown in the picture. Before I could even ask, the GEC rep said, "I'm so sorry about that, I know that's a color a lot of people were looking forward to. Let me email you a shipping label so you don't have to pay or be bothered with paying for the shipping. Additionally, next time you shop with us, we'll give you free overnight shipping on us, just call and ask the rep to reference your order number." And viola, although I'm disappointed in the product I received, I consider it a positive customer service interaction, and am encouraged to shop with them again. And that is how you keep loyal customers who spend hundreds/thousands of dollars on your products. Thanks Lulu!!

-vanessa

Anonymous said...

This is incredible! Very professionally written and gets to the gut showing that promoting Lululemon products is becoming EMBARRASSING and QUESTIONABLE!
Product passion no longer bleeds in the proper way. If the superior quality Lululemon was born with returns so will the regulars. High school and college kiddos sporting one or two items of new Lulu cannot support the revenue. It's the loyal clientele living in Lulu who "Show [Lulu] the Money!"

still a lulu fan said...

i appreciate this letter, but please, I beg you, more clothing, less bitching (or atleast equal amounts)! There have been lots of new and upcoming products in the latest PNs and I haven't seen any of them here.

Kristin said...

Vanessa's experience gives me hope. Yay.

Also, that is a well written, heartfelt letter. It is great. I cannot wait to see a response.

Laura Strate Madsen said...

This is a great letter. I too was looking at applying to become an ambassador, but I realized now is not the time I'd like to be associated with lulu.

Anonymous said...

I'd love to see where this gets her???? I hope it gets her somewhere, but I'm reluctant to think anything will be done. Two years ago...I spent 4 hours, YES 4 hours, speaking with the one of the head ladies at the GEC (someone being the scenes) I also spoke at length...several times, with their head of Internet customer relations...Nancy Richardson. I got A LOT of nice lip service and a bunch of promises, for better things to come!! Nothing promised, happened....all just talk! My faith in Lululemon to make changes, deminished down to nothing.... They love all our ideas and suggestions....but at the end of the day, it "feels like" all our suggestions, probably just end up in the paper shredder. I use to have "faith" in Lululemon....and now Lulu means nothing to me,but a bunch of broken promises.
Signed--
Let down and disillusioned

Anonymous said...

It's really sad. I had asked my boyfriend for a single Lulu gift card for my birthday rather than lots of gifts. With quality issues reaching at all time with the Pow Strides/Defines, I'm going to ask him to get me a gift card somewhere else. Lulu just missed out on at least a $500 sale.

Anonymous said...

"one of the head ladies" ("someone behind the scenes")

Emma Erickson said...

beautifully stated.

Nik said...

Still hopeful LLL will turn around. But have not purchased anything that I did not return since Dec or Jan.

When Athleta was first purchased by Gap, there was a drop in quality for a while. Weird issues such as holes, legs hemmed to different lengths, faulty stitching, but it seems to be corrected now. This may be some reflection of the difficulties of outsourcing. All that said, Athleta ALWAYS offered the best customer service with free returns and apologies, even apology discounts. Too bad LLL doesn't follow that example.

I've also noticed that the materials on the bottoms/pants of most workout brands that I wear, have become thinner over the last year. I am wondering if this is a sad reflection of cost cutbacks due to economic times and cost saving measures.

I think I am going to try Nancy Rose. I'm small and teach high impact workouts everyday. I think this brand may work since they offer an XXS. Also, tahdah, an oval gusset! Free domestic shipping, and a nice instructor discount. Will let you know how it works, but so far I've been treated well!

Anonymous said...

Should we begin taking bets on whether she gets a canned response from corporate?

Anonymous said...

nice letter, but can't see it going anywhere past the GEC.... :( When you talk to the higher ups at Lululemon...you get the impression, they just want to hear the good...and if you have anything bad or neg. to tell them, they thank you and tell you they'll pass that along.... Trust me, I've spoken to some higher ups and it goes nowhere! Even the manager of the GEC--Jill...useless. :( It's too bad, because a long time ago...I had "high hopes," Lululemon would change....but far as I'm concerned, people (customers) have been pushing for "change" for 2-3 years and still nothing. I think...it's high time, we all move on!

Jill J @ Classy with a Kick said...

It's so sad how a pair of pants I got 10 years ago look better than some of the new pants I have now.

I hope this does something to wake them up.

And stop with these crazy designs...we all just want cute, high quality workout clothes!

www.classywithakick.com

Anonymous said...

I think the only thing that will get a response from lulu is a major, I'm talking huge, decline in sales. $ talk & if everyone continues to by their products, they can complain all they want. Why would a company change their ways if they can't produce items more cost effective to them & still make $ even though these items are of lesser quality. Not saying its right, just say thats reality of many business nowadays.

Anonymous said...

*can produce not can't

Anonymous said...

Thank you LLA for sharing this. Whether or not it gets past the GEC is another issue. Sadly, I have no confidence in a positive response from lululemon on any level. As for the "anonymous" comments on here that sound like they are from the GEC, please take note that many, in fact most, readers appreciate the service being done by bloggers such as LLA. If you do not like what you read here, feel free to leave and never return. LLA and other posters will continue to share their numerous problems and complaints along with the ever dwindling positives about the company and their merchandise. Freedom of speech is very much still in effect in both the USA and Canada. Again, THANK YOU LLA and posters for making this an online community where we look out for one another. GEC and lululemon executives, take note!

Anonymous said...

Google 'LLL TSX' and you will see how their decline in quality has effected stocks and not just customer satisfaction.

Anonymous said...

I think her letter is great. As someone who works in upper management (and no not at Lulu, but a big corporate giant that will go unamed :)) I read every letter both good and bad and respond. I make changes continuously based on employee and customer feedback and in knowing Lulu hopefully they will to. These things take time so no one is going to see change overnight. I expect that we all understand that.

Now, risking that I will get blasted by everyone for this (and therefore will remain anon!)...

I feel like we are beating a dead horse here with the same complaints over and over. The FB page has the same people ranting like lunatics about the same ol' issues. I don't get it. If someone is that upset why doesn't he/she move on? What is the point of continued complaining? As a consumer when I am unhappy with a particular vendor I'm done with them and that's that. I don't complain over and over hoping it will get somewhere. It just isn't that important.

Maybe I am the only one that feels this way. I just think a letter to corporate Lulu in a professional way will get much farther than some of the vulgar posts I have seen on FB and elsewhere.

OK, done with this lecture. I really like this blog and all of the ladies that comment here. I just wonder when enough is enough?

Anonymous said...

I think her letter is great. As someone who works in upper management (and no not at Lulu, but a big corporate giant that will go unamed :)) I read every letter both good and bad and respond. I make changes continuously based on employee and customer feedback and in knowing Lulu hopefully they will to. These things take time so no one is going to see change overnight. I expect that we all understand that.

Now, risking that I will get blasted by everyone for this (and therefore will remain anon!)...

I feel like we are beating a dead horse here with the same complaints over and over. The FB page has the same people ranting like lunatics about the same ol' issues. I don't get it. If someone is that upset why doesn't he/she move on? What is the point of continued complaining? As a consumer when I am unhappy with a particular vendor I'm done with them and that's that. I don't complain over and over hoping it will get somewhere. It just isn't that important.

Maybe I am the only one that feels this way. I just think a letter to corporate Lulu in a professional way will get much farther than some of the vulgar posts I have seen on FB and elsewhere.

OK, done with this lecture. I really like this blog and all of the ladies that comment here. I just wonder when enough is enough?

Anonymous said...

@July 19, 2012 4:24 PM
AND
@ July 19, 2012 4:25 PM

When "enough is enough" is when you don't find it necessary to double post. Your comments are contradictory by the way, saying both that as "someone in upper management" in a "big corporate giant" (redundant) you value customer feedback, but also telling lululemon customers to just move on and stop complaining. Which is it?

Anonymous said...

Thank you for posting this!! Well-written and to the point. I've really wanted some of the new pow pink stuff, but I've been scared away by the quality issues. I have a pair of pants from 5 years ago that look better than some of the newer stuff. Ridiculous. It's nice to see our frustration written politely, but pointedly. I hope the quality gets better soon, because it's got some of the most functional and cutest designs for workout clothes. Or at least it used to.

Anonymous said...

Finally someone is public ally speaking out. I'm no longer purchasing lulu until I hear of improvements- the brand is complete crap. My brand new RFYM Jumper snagged yesterday with 2 seperate areas of abrasion after a 30 min errand. Seeing the seaming on the pow pink items is the final straw for me- I'm done throwing my money away.

Anonymous said...

These are the people to contact with lululemon Corporate's address and telephone number. From TD Waterhouse when googling either "NASDAQ LULU" or "TSX LLL" for lululemon information:

CONTACT INFORMATION
Headquarters
400 - 1818 CORNWALL AVENUE
VANCOUVER, BC, Canada V6J 1C7
Phone 604-732-6124
Fax 604-874-6124

EXECUTIVE OFFICERS
Chairman of the Board
Dennis Wilson

Chief Executive Officer, Director
Christine Day

Chief Financial Officer
John Currie

Executive Vice President, Retail Operations North America Delaney Schweitze

Executive Vice President, Chief Product Officer
Sheree Waterson

Anonymous said...

Hahhaha! Same thoughts I got...4:31pm. :) LOL...

Anonymous said...

@ 4:39 pm....great idea, but won't get you anywhere!!! I emailed both Christine Day AND I believe, John Currie, about a year ago.... I sent very professnal emails and got NO RESPONSE! This company DOES NOT care about its best customers!!! I even met someone who knew CHIP WILSON well and asked me to type up an email and she would give it to him.... She later on emailed me back and told me...that if Lulu treated her like that, she would just dump them and find another brand! (And she did not pass along my letter to Chip either and it was very professional!) Pointless..... :(

Anonymous said...

I'm saying quit with the same "bitching" over and over. Feedback is one thing, acting like a ranting fool because you want to spend more money on a product you hate is silly. Go read some of the continued rants.

I apologize for the double post, that was a blogger.com error

Anonymous said...

@July 19, 2012 4:47 PM

Cleary by your use of the "B" word again, we now know that you're the same poster from other previous posts as well.

Does the "big corporate giant" for which you work in "upper management" allow that kind of language? Or only on anonymous forums such as this one? There is no need for cursing repeatedly or venting anger on this friendly forum.

Anonymous said...

Ummmmm....some of the "ranting" I've read on here, has helped me to NOT buy various items from Lulu. I don't live near a store....so reading all the "ranting," is VERY helpful!! I appreciate and respect, ALL the ladies on here that "rant" (if you want to call it that). :) If it wasn't for the ranters, I'd end up with all the bleeders. this blog has been VERY helpful to me and many other ladies on here!!! I am thankful for the ladies on here, keep the "ranting" coming! LOL... ;)

Anonymous said...

@ 4:54 pm.... Maybe 4:47 is the "infamous" Christine Day herself, since...she posted as "anonymous!" Hhahaha... Gawd only knows!! LOL.... Seems rather defensive to me.... Let me tell you, I wouldn't want to be Ms. Day right now.... LMAO....

Anonymous said...

Considering the shoddy quality and color of the latest batch of Currant Scuba Hoodies I'd be avoiding that Swiftly thats mysteriously shown up online!!!

Anonymous said...

I agree with the previous post, money talks. Unless people quit buying the garbage Lulu has been churning out, they don't have a compelling reason to improve the quality of their products. I personally would feel better about buying used items on ebay rather than certain current items.

Anonymous said...

The reason people keep ranting on the fb page is because we love the clothes, love the designs, heck, some even love the luxury brand recognition, and WANT to keep buying from them, so we want them to change.

Its an overall frustration for wanting something to be what it once was. Sometimes its hard to just move on to another company, although that is what Im finding myself doing more and more, and its getting easier.

Anonymous said...

I think that people are complaining loudly and wanting a resolution because the brand used to be high quality and worth the cost. It is laughable how far they've fallen from that. The airing of frustrations and asking for improvements is just that - asking them to reevaluate and get better, to get back to what they used to do. I've no doubt that many many people have long since given up, but some of us are still hoping against hope that Christine Day will get canned and someone else will be able to turn things around.

Anonymous said...

Well put 4:55 & 5:11!!! Well put! :)

Anonymous said...

@ 5:06 I get that! It does suck when you love something and then watch it go down the tubes. There is just a better way to go about it than many people are. I think its great when we can review products and let each other know when something is not worth the money. But some of the posts are no longer constructive.

@ 4:47 sorry to disappoint but I am not a poster from the other day. I must have missed that one. And the "b" work is mild in a corporate board room. Men in suits have mouths on them, lol!

Anonymous said...

I had a good customer service experience, similar to Vanessa's . They sent me a $20 gift card to make up for the disappointment.

macfrannie said...

I think one of the things I find most offensive is the fall back position many GEC personnel on FB and "educators" take is that it is somehow my fault and I just don't know how to take care of my clothes. I am a reasonable person and I know I'm not perfect but I fully understand what the care instructions are and what they mean. Heck, I even have the care instruction hieroglyphs printed out and pinned to my laundry room wall so I can translate my clothing labels.

Anonymous said...

I think we are all feeling the same way.. Frustrated!

We should do something big .. Like of all of us from this blog agreed not to buy anything from the next upload .. That would send a clear message..

Boycott lulu for a week.. That will show them!

Anonymous said...

AND copy and paste complaints from FB-- actual threads with people upset and the shoddy response from the GEC-- these threads should be sent to all Lululemon competitors!!! other companies need to see what's going on with Lulu....

Anonymous said...

Boycotting would be rather difficult....seeing how.....so many people are obsessing over their daily buys!! I just can't see that happening. just from what I've observed anyways..... LOL....

Anonymous said...

I think another reason people are frustrated is bc the new problems kind of devalue all of the old investments we have made. Over the course of a couple years I have upgraded almost all of my lounge and workout clothes, at no small expense. If the brand becomes a joke, then that will be really frustrating. I don't want to look like a chump.

Anonymous said...

tee hee hee. my husband is also in "upper management," in operations, actually, and sure they have questionable practices to earn more and more money (i'm sure they're not the only business) but if such defects would've made it to multiple customers he and the next couple of people below him would have been FIRED within a quarter or two. obviously a few people aren't doing their jobs. how much extra does it cost do properly seam in these third world countries?? um, yeah, not that much more, cents probably! greed and laziness is such a bad combo.

Anonymous said...

I guess it's because people don't want to give up and move on because they know how great Lulu could be and once was. It's kind of like how you want to break up with a crappy boyfriend...you swear you are completely done and aren't going to waste any more time on him. Then he does something really sweet like send flowers to your work and you say....awww...he's not so bad, maybe it'll be different this time so you start dating again and within two weeks, he's standing there in his see through shoddy seamed bleeding pink pants.

lexa said...

My BFF was just here on vacation, she's the one that got me into Lulu. She mostly only has "old" Lulu now as the quality has gone downhill so badly, she says it's just not worth the money any more. She was hard-core Lulu, never had issues with bleeding, crappy seams, etc, so why can't they go back to that? This letter hits the nail right on the head.

Anonymous said...

co-dependent behavior...
guilty as charged :-(

Stephanie said...

Does anyone think the quality will improve?

Minda said...

Though I like to chirp often on this blog about brands and sizes and colors!!, I agree completely with the above posters that Lulu isn't worth buying if it isn't quality.

Though that was a nicely worded letter from a lulu ambassador, I think it will just fall on deaf ears.
We all know money talks.
- My money is going to frye boots LOL, someone mentioned the veronica slouch . . .I'm not sure if they will look too tough for me. i decded the other ones I got for my B-day were going ot be too much care for suede and I need just leather ones I can beat up!

Anonymous said...

I agree with some previous comments, I wish I could just drop it but we are as this blog is called "lulu addicts". I'm hoping if they get enough complaints and constructive criticisms they'll go back to what used to be and we can all be happy addicts again. Ah, that was a great time....

Kinda - get the frye Veronica slouch boots, you won't regret it! I have 3 pair now, just received my second off the Nordstrom anniversary sale, they're amazing. They have a short and tall pair in the sale.

Anonymous said...

Sorry I meant Minda not kinda!

Anonymous said...

I was disappointed with my first LLL purchase 3 years ago but assumed it was a fluke because so many people swear by he company's quality. So I kept buying. I even started buying over budget because the hype of scarcity was getting to me. I knew I could either return or sell on e.bay or f.b. But in the past year I e only bought and kept 5 things, and my most recent purchase (bang buster in fossil) was after a TEN monh hiatus. Like an old ex, I still stalk the blogs for pictures and updates, but I'm finding that absence doesn't make the heart grow fonder. I just need one more pair of speed shorts and I'll be ready to walk away until they fire Christine Day and get back on track. Recovery IS possible!

Amy b said...

Well... I toyed with buying that new swiftly currant today.... Even had it in my basket.... And started thinking of all the quality issues and all that jazz.....Instead
I went to Lucy.com and spent about 200.00 bucks. And spent the same amount if not more at my local Lucy dealer yesterday.
I love my LLL but those defines and In stride photos are absolutely ridiculous. I am slowing my lulu train down. I realized how silly it was to get "excited" just bc LLL decided to throw a currant bone at me. I am willing to take a spending break with you all.
And besides... LUCY is pretty darn cute.

Anonymous said...

Boycotting would most definitely change things for the better for us consumers. Nothing will be done unless Lulu's sales take a big hit. Over a decade ago, I worked for Gap throughout major style changes in their products. They tried to go from successful classic styles, to strange "hip" international type styles. This was a HUGE failure for Gap because people actually stopped shopping there... To the point where prices dropped insane amounts to get people to buy. Slowly but surely, Gap resumed selling the product customers wanted from them and sales went up again, but sales and discounts became a mainstay to keep people coming back. In the end, the customer won out two-fold. They got what they wanted, and they got it for less.

Personally, it seems many people on here have large budgets available to spend on lulu. So much money, that this decline in quality and style doesn't stop one from making expensive and frequent purchases. As a teacher, I do not have much to spend. I need to be sure that what I am spending my hard earned money on is worth it. Lulu, in most cases, is no longer worth it. I now spend my money on Prana, Patagonia, and Athleta which is completely backed. If quality fails, which it never has, all these companies stand behind their products and will replace or refund no matter how long you've had it. Seems like at this point, everyone who complains about quality and wish for change, just really don't want to give up purchasing the Lululemon name. I love Lulu just like everyone else on here, but one really must be foolish to keep knowingly purchasing this junk and then complaining about the price and the lack of quality.

Don't wait for the change. BE the change, people!!!! If we change our behavior, Lulu will be forced to change as well!

Anonymous said...

Question? How did you even get this letter? Make it up yourself?

Anonymous said...

@ Anon 6:51 YES!!!!!!

Anonymous said...

@ Anon 5:52pm- "within two weeks, he's standing there in his see through shoddy seamed bleeding pink pants" That's way too funny! LMAO!!!
Thanks for the laugh.

Anonymous said...

@anon 7:03 uhhhh why would she make it up herself? Huh? And if she did hopefully she sent it!

A boycott would only work if we all stopped buying!

Anonymous said...

LOL @ 5:52

DiamondsandTulle said...

What a beautifully written letter! Here's hoping Lululemon will take note and make some immediate changes. My purchases have declined dramatically as well in the past year.

Houndlvr67 said...

@ Anon 3:20: It is no surprise that discussing ANYTHING with Nancy Ricardson got you nowhere...she came right along with Ms. Day from Starbucks, so she's just another talking head/friend with benefits.

Anonymous said...

@Anon 5.52: Awesome

"he's standing there in his see through shoddy seamed bleeding pink pants."

This had me laugh out loud as I was walking down the street.

Anonymous said...

I never hear people complain about this, but as a new-ish Lulu purchaser, I have always thought their return policy was ridiculous in light of the cost of the product. Two weeks? Unworn and unwashed w/tags still on? For a $100 pair of pants or $80 pair of leggings?? Seems very strange to me. An educator explained to me that since they rotate stock every two weeks, they have to have such a limited return policy. BS, if you ask me. Even Target gives 90 days and doesn't limit the buyer in wearing and trying out the item! How are you supposed to know if a piece of workout clothing works if you don't wear it!

That's my rant :)

jen said...

Can someone tell me what is wrong with the Currant scuba? I have one coming this week that I was all excited about after hearing you ladies (MINDA!!) rave about how awesome it is, until now I hear the new batch has issues! WTH is going on and what is wrong with these now? I am not looking forward to another damn return to the store!

Ali said...

Did anyone Canadian order the Currant Scuba and have issues with this upload? I'm hoping that maybe it's just a US issue. :( It would really blow to have to return it because of fading/not vibrant, especially since the US had the Currant Scubas ninja-loaded at least once before without the Canadian side uploading any! I'm not overly concerned about the zipper, even though it would have been nice to get it in red rather than metal...

Can anyone maybe take a picture as well so we can see what it looks like?

LLL is going down hill, and it's going down fast. I only really jumped on the LLL train in the past year because I was doing yoga teacher training and every weekend was like a freakin' catalogue of LLL. I'm hoping that the quality goes back to what it used to be, but I'm also not holding my breath.

Ali said...

I'd also like to say that it's really unfair that the new upload of Currant Scubas is crap, even if it turns out just to be a US issue. You should be able to buy a re-release of something and be able to expect similar quality without having to worry about all these crazy changes.

Get it together LLL. You used to be a great Canadian company, but now you can't even stand behind your own products and it's embarrassing. The idea of your pH changing dye is just ridiculous. It's ridiculous to blame your bad dye issues on customers. "Sorry our toxic dye leached colour into your hair, deal with it" isn't a customer service policy. Especially if you want repeat customers.

It's disappointing because I definitely bought into the hype of LLL standing for more than just being a company. At the end of the day though while the local LLL shops in my area may be committed to being more than just a company, this company has a bottom line and that's all it cares about. Why would LLL produce quality items when they can produce garbage for a fraction of the cost, up the price, and people still buy it? It's overhyped, and it's allowing them to get lazy.

Hopefully they'll take their hit, and they'll recover and come back stronger than before but I think we'll be waiting for a while. :/

Anonymous said...

Yes, a well written, level headed, thoughtful letter/email to LLL should/may make more of an impact than ranty and rude FB comments. But some people just don't know how to conduct themselves graciously and thoughtfully. They think if they scream and cry, they'll get their way. LLL should still be concerned about FB as it's so public.

If LLL wants to continue down the slippery slope of deteriorating quality, then carry on. If a consumer is TRULY disaffected, she/he will STOP shopping there. That would not be a problem for me. And the rest will follow. Yet, how many times have I read on this blog "I'm quitting Lulu" and in the next breath, "oh, maybe tomorrow, I just had to have *whatever* item." Seriously, if you're unhappy or now it's too 'generic' then move on. The lack of sales or declining sales will speak to LLL loud and clear.

Me, I know what to stay away from and I also wouldn't have a problem with no longer buy LLL. I'm still able to discern what's quality, what's not, and I'm not impulsive or addicted. I don't buy bleeders, that's for sure. I keep it pretty classic and enduring with my selections. I also don't have money to throw away. I have a good amount of gear (surely a paltry amount in comparison to some addicts, I am certain) that all gets used, and quite honestly, I don't need anymore. I already feel that I have too much.

Anon's 4:24 and 6:51, agreed and agreed!

Anon 5:36, that's quite ridiculous. I guess you're too concerned about being judged by others over the brand. If LLL continues down the path to mediocre and I cease buying, I'd still happily wear my current quality LLL gear and I guess I'd have to say "they don't make them like this anymore".

It is a slippery slope for Lulu. Let's hope it's a bump in the road and they get themselves sorted. Heads are likely to roll.

Minda said...

@ Jen. Hello! I'm sorry I was raving about the Currant scuba and if that swayed you towar buying what is now a very different currant than what I have. I think I will stop raving about any particular lulu item now because of this good batch/ bad batch phenomenon. Reviews just can't really be relied upon anymore. I'm sorry :(. Hoping you have better luck shopping in other place. Take car.

jen said...

No worries Minda!! A couple of you just spoke so highly of it I was all excited to get one too. :( Can someone explain what is wrong with the current batch? Has there been multiple issues or just one? Just wondering what is in store when the FedEx man arrives!

Anonymous said...

In some ways I'm kinda glad Lulu has turned to crap... I was spending waaaaay more than I could afford each week. My $500 orders are slowly dwindling down to nothing and now most items are going back. Thanks Lulu for helping to break my addiction and start saving money! I really don't need anymore of your workout clothes anyway :)

Anonymous said...

@ 7:03 PM, you're so juvenile.

Anonymous said...

As someone who lives within the vicinity of two Lululemon stores within walking distance - not counting the Lulu stuff available at my local gym - I have noticed a decline in the sightings of Lulu gear at my gym. When before, all the girls would walk around head to toe in Lulu stuff - to the point that we'd look like ridiculous high-schoolers with groupthink mentalities. Now, I see more variation among the younger clientele. There's more Nike, there's still Prana out there and even Under Armour. People are mixing up their brands and not just sticking to one label. Those who still wear Lulu head to toe are those who can afford it - the older folk and educators who get major discounts on their Lulu.

yogibabe said...

@Jen
I too am sorry that the latest batch of currant Scubas is not of the same quality as the original (released Dec 2011) and the ninja upload of about a month ago. The two aforementioned uploads of currant Scubas were really bright, deep red with a non-metallic zipper. This latest batch of supposedly "currant Scubas" is apparently comprised of faded red, wrinkly, metallic-zippered imposters. I don't really know what these new "currant Scuba" wannabees actually look like. It will help if bloggers can post images of shoddy products as they receive them from lulu. The big question should be: "Why does lulu choose to sell items that vary so widely, under the same name? Inconsistency is not a hallmark of quality. When we recommend lulu items that we like, we expect that future buyers of the "same" item will actually receive the same item that we did. Shouldn't be too much to ask, right?

(Minda, I got your back gurll!)

Anonymous said...

OMG! Even the power Y tank in pearl luxtreme metallic silver has shoddy stitching on the model on the SITE! Check out the LAST picture and zoom in to the lower side seam of the tank... No more online ordering for me :(

Anonymous said...

You didn't get the point

Anonymous said...

As someone who previously worked for this company, I agree with the piece in this well-written letter about the way the company treats it's educators and managers.

I also left partially because the people on the front lines get treated like the product. It all looks great from the outside, but once you really understand what it's all about, you realize it's the opposite of great. They feed you things like "don't be good, be great" and other preachings from their manifesto, and sadly, the company is going to sh** and doesn't even follow what they so proudly portray.

I have been a loyal guest and love the product just as much as LLA, but enough is enough.

This all makes me wonder if Chip left for a reason. Do you guys think he saw the downhill coming and he got out while he could? Why would he leave if he thought it would grow and he could make more money?

Or maybe he's on an island hanging out in his Nike?

Anonymous said...

Toronto shoppers, Eaton Centre LLL is now clearing the Run Excl Crop, tonight they still had a selection of wee are from space deep coal - the may and april multi/deep coal. I think they were $59. They had some Boogie shorts in the seaside dot, and a couple of Run Nothin' to Hide in flash light. I have this jacket in white - on sale this past weekend at another location - and I love it. I waited for the price drop.

Anonymous said...

p.s. EC LLL had a lot of other stuff on clearance, I just wasn't interested so can't recall everything. They had some Run Swiftly Tech 1/2 Zip in the black version...can't recall the sale price

Houndlvr67 said...

@ Anon 8:59

Apparently Chip Wilson isn't on an exotic island but is on Vancouver Island (Point Grey Road) making some very poor architectual choices.

Crash said...

I can't believe they posted my Inspire crops review. I thought for sure that it would never make it on to the website, but it's there. The one titled UNbelievable after I discovered the waistband difference. The GEC response is almost comical. Woohoo! Not that I think it will help, but it makes me feel a lil better.

Anonymous said...

About the currant scuba: I received mine a few days ago and I was so disappointed. Completely faded and an ugly metal zipper. I couldn't believe what it looked like when I opened the package. I thought, this can't be what I saw on the website. It looked like it had been worn and through the wash many times. I returned it the next day. Unbelievable. Vicki

Anonymous said...

What kind of "resolutions" are customers getting from Lululemon? Is Lulu getting hard nosed about what they are willing to accept as faulty, or are they becoming more willing to help?

Anonymous said...

A currant bone... LOL I thought the same! About to get one but then thought about all their previous issues and how suddenly this hot color showed up "out of nowhere" and dropped the purchase.
I too having buying Lucy again lately! I have always liked their hiking and travel line.

Anonymous said...

I too have been buying, I meant. Sorry

Anonymous said...

Anon 7:47 it sounds as if you jumped on the lll wagon because everybody else in your class/yoga camp was already on it.
I have bought lll for the past 2 years exactly for the opposite reason: because nobody knows about it and therefore no one wears it in the two studios I go to (one for yoga and one for weight lifting). Granted, I am not in NA, so that makes it much easier. But why would you want to look clonned??

LuluAddict said...

@ still a lulu fan - I hear you. ;-) Posted some new photos tonight.

Anonymous said...

I agree with Anon 6:51

Some women here seem to have xxl budgets for lll shopping. So if you are one of them and have between $30000 to $60000 to throw in the brand yearly, why in this ridiculous world would you care if 40% to 60% of what you get is defective or falls apart after one week? After all, there is always another Tuesday upload so they can again purchase another $2000 from the newest stuff. Enough so they forget about the bleeding/see through/ shoddy seamed item from 6 days ago.

Pink Peony 4 said...

I checked out nancy rose, Lucy, Zella and beyond yoga tonight. I don't know what it is but I guess I'm kind of one style per category buyer. For example i also like Patagonia but not their athletic wear. I get that from LLL. Although Zella had some promising styles, in reality I did not need anymore gym clothes so not motivated to switch from that angle. Lucy did not appeal much to me ( no offense to the upcoming fans). Nancy rose seemed fancified and expensive. There were a few styles I liked but not enough to spend more money just to try it when again, I don't need it. I guess right now is not a good time for me to look for another company. Sadly my husband relies on me to tell him when to buy or sell LLL stocks. No pressure but I think I need to tell him the quality issues and the dropping stock value. Help!!!

Anonymous said...

Same here. My credit card reached its limit. Time to start thinking in paying it off, instead of increasing my limit.

LuluAddict said...

As tiring as the complaining gets, and believe me, I am tired myself of it, sometimes it does work. I've heard the lulu is going to go back to the diamond gusset on their bottoms so the loud and overwhelming feedback campaign worked.

I do think the returns are getting to the company. I've heard about people having to submit photos of known bleeders (e.g., Flash) where it was a pretty much a free return policy beforehand. I guess we'll find out over the next couple of quarterly reports.

I think you always get more flys with honey so people tearing up lulu's facebook wall aren't doing the rest of us any favors. From all the behind the scenes stories I've read everyone seems to get satsifaction from the GEC in terms of refunds, gift cards, reimbursement for ruined clothes. You might have to escalate it a little but companies like Nordstrom are the exception, not the norm. As lulu's competition steps it up, and it seems like Athleta is really going after them (see this article: http://www.newsobserver.com/2012/07/19/2208372/gaps-athleta-appears-to-stalk.html), they will start to lose market share and will have to respond.

LuluAddict said...
This comment has been removed by the author.
Anonymous said...

I have yet to see anything with a price tag take over me. I spend a lot on LLL clothes weekly and sometimes daily. No, it does not break my bank, however, I refuse to buy or keep what does not meet my happiness and contentment standards. I will not owe money to buy LLL clothes or anything in that category. Shoddy seams, sheerness, bleeding and just being plain ugly don't deserve my money. I don't complain. I have a system that works for me. I understand it can get frustrating. I will continue to buy LLL because I like what I like.

By the way, I don't work for LLL or anybody. Forgive me for sounding righteous ( I am far from it).

Minda said...

Thanks Yogibabe! I agree with your thoughts that consistency is a hallmark of quality - and I don't think it is too much to ask this company to give consistency!

-@Jen Yogibabe answered your questions asked better than I can.


Someone else asked if they think things will get better. My suggestion would be to just spend your money on quality items. If those items are quality Lulu then cool! If it is quality of something else? Then cool! The point is - even if we have a budget for lots of extras, doesn't mean we should be mindless bathsalt zombies just inhaling whatever is in front of us!
- just my thoughts hugs all!

Anonymous said...

Hhahahah Minda!! Thanks to you and everyone else, I too bought Frye boots--Veronica Slouch!! I also saved $100 buying them in Toronto and having them shipped to me!!! CAN'T WAIT!!!

like I said before, I hope the letters work, but I'm very doubtful seeing I spoke with various higher ups at Lululemon. The overall impression I got....was they wanted to hear my feedback, took the time to listen (4 hr conversation with one gal) but nothing was going to be done. I still can't believe...I wasted 4 hrs of my LIFE chatting with her. Also, they always say, "let's stay in touch...." and then when they don't want to get your emails anymore, they stop responding! They start the old, "OMG....really? you've been emailing me?! I never got any of your recent emails!" (If they were always responding to your emails, how is it they are suddenly not getting them now?!) They have unprofessional and very poor Customer Relations!!

Anonymous said...

@ LLA: great article, thanks. we have a LLL and Athleta just an escalator ride apart in Burlington, MA (you can see one store front from the other). since Athleta opened, it is very obvious from any passer by that they are doing phenomenal...lines from the dressing rooms (back of store) to the front door just to try on clothes! you walk by LLL in the same instance and you can hear crickets chirping.

When I applied for athleta's trainer discount I almost kissed the gal behind the counter when she said i could buy whatever i wanted without question and get a discount! I have to go through the gauntlet every time I go to LLL, though, for the R&D discount (where do i work, what do i teach, what size do i wear, etc). the way I see it, I'm doing free advertising for their products as I'm front and center in group ex classes (yoga and kickboxing) multiple times a week. i have had many members ask "what is that symbol?" or "where did you get that?", so i know they're paying attention...and subsequently, buying from the brands that we, as instructors, wear to teach in.

i am not a LLL ambassador but, yes, i am almost embarrassed now to wear their products when i teach because i feel like i am supporting a brand that does not support its most important asset: the customer.

Anonymous said...

AMEN!! I think...we are all starting to feel embarrassed, cause they treat people like crap!!! :(

Amy said...

I really appreciate that this lululemon ambassador stepped forward and wrote this letter. Her words echo my thoughts. Thank you for posting this.

Anonymous said...

@July 20, 2012 4:17 AM

I'm in complete agreement about the way LLL and the GEC treat customers. I've experienced many of the same issues and gotten the same scripted responses. Most of the GEC reps seem robotic in their responses and approach to customers. Bottom line is LLL treats their customers poorly, with disrespect and blatant disdain. That is why many of us no longer buy LLL and will continue with the boycott until we SEE different results with improved products, better quality control, and most importantly, responsive and respectful customer SERVICE.

Anonymous said...

I am living in Canada and have just ordered a currant Scuba Hoodie... Thinking it should be here by the end of the week! I will post a comment (hopefully a good one) when it arrives! Keeping my fingers crossed it will be of good quality and color!

Anonymous said...

I am wondering any of you have successfully returned, received refunds (not gift card) for damaged items to lulu outside of the 14 day window? I understand LULU is (finally) changing their policy in response to all the complaints about quality! We have been HEARD!

Lulu requires you to take a picture of the item in question and e-mail to gec@lululemon.com, with QA in the subject for Quality Assessment

I asked what their policy was regarding the bleeding non-lulu items such as other clothes and stained leather car seat. They say: “If you do not live near a store, please send us an email with a photo or two of the problem you’re seeing, along with your contact information. We'll take a look at the photos to determine if there is a quality issue, and we'll contact you to try and work out a resolution. Please send photos of all the items you see a colour transfer on, we will assess the garments via photos.” I wonder what kind of “resolution” they will provide for the damaged lulu and non lulu items?

Love to hear your feedback!