Tuesday, July 24, 2012

Lulu Statement About Decling Quality

I was out at a water park all day so playing catch up right now. My initial feeling is "eh." It's not the most reassuring letter. I'm not getting why they are so puzzled by these problems. If they are continuing to use the same manufacturers then they must not be inspecting them as much as they used to or they relaxed their standards quite a bit and are getting exactly what they asked for. I'm betting on the latter. They asked for lower quality/lower price point and they are getting it. At least we consumers have put them on notice that we also have noticed are not going to quietly put up with it. I guess we'll see what happens.

14 comments:

Amanda said...

This letter bothers me, small percentage my @$$.

I have bought 4 items in flash, the deep breath tank, the power Y bra, the x-long crb and the speed shorts with black trim. Of those 4 items only one did not bleed, the shorts. The two shirts bled heavily, so heavily that I used the water to DYE a cream colored shirt that had been stained by a pair of cheap hot pink socks. I have pictures but I don't know where they are right now. The two shirts are no longer flash, the educators in my store were appalled that the shirts had completely lost their original orange tone (but I've kept them because I still want them for some stupid reason). The bra has bled quite a bit, but as I haven't worn it as much I haven't washed it as much. It did however bleed heavily onto itself when I was sweating from this damned heat wave the other night, so now there is one of those funny purple stains right on the middle of where my breast would be (the right one I think). I haven't decided if I will take the bra back or not as you can't actually see the stain when I wear it under the tops that I bought it to wear under.


No matter how you look at it, even though I haven't parted with any of my flash items, I've still had quality issues with 75% of them. That is not a small percentage.

To top it off I also had a run for your money tank in ray and that had issues too. It bled onto itself and top hem of the bra changed color after one washing. The bra portion lost its fluorescence entirely and it was a much duller yellow. This shirt was promptly returned with minimal hassle. But I didn't want to have to return it, I really liked it the way it was when I bought it.

I don't want to hear that it has something to do with my water, or my sweat, or my detergent or whatever. This is supposed to be work out gear, and considering the minimal ammount of working out that I do in it I shouldn't be having quality issues. The most work out any of these items have gotten is me dancing at the bar (I sweat a lot and find lulu to be quite comfortable :-p)

Anonymous said...

And the price points are not getting lower, only higher, if I'm seeing pricing correctly...

Anonymous said...

Eh. Not admitting fault, not addressing the problem, not reaching out at all.

I note that their emphasis is on that "small percentage" of brightly coloured product. No reference to the shoddy stitching, nor the see through WU/others, nor the gusset changes to save on material, nor the wild pilling, nor the consistent decline in material we've all seen. The customer service still needs work.

An answer that raises more questions. Don't take your customers for granted, Lululemon. Pull your socks up and get serious about this.

Pink Peony 4 said...

I don't mind being disappointed for the right reasons. I would like to see them pull the offending bleeders off the shelves and not heighten the frustration of their guests. My concern is not so much the dye but the quality of the fabric that is slowly declining. I don't want scratchy fabric, not for $60 some dollars! I don't want sheerness or more camel toe. I can deal with ugly designs. I just don't like wasting my time buying and returning items and just being plain paranoid. This is silly. We will pay the money just bring the quality up where it needs to be. I'm still on board but cautious as always...

LuluAddict said...

@ anon 11:07 pm - I meant the price that lulu paid to their contractors, not what they charged us. Meaning they pay less for the stuff they sell to us and increase their profit margin.

Anonymous said...

Not sure why they say 'small percentage' or why they can't replicate the problem. If the product bleeds when you sweat on it I don't see how a different washing process can solve the problem. I bought the flash light/dune daily tank and it bled with sweat so I put it in a bowl of cold water which turned bright pink almost instantly, drained the bowl and refilled and the water again turned just as pink. If you can't wash in cold water there must be a problem. Anyway, didn't try to return it as it looked good on and I live in UK. Decided I could just wash it separately by hand. So, just because something hasn't been returned doesn't mean there's not a problem with it but maybe that is why they think it's only a 'small percentage'. Suggest that even if you want to keep your 'bleeding' items (that's kind of swearing in the UK!) you shoot them an email to complain. However, I suspect that they really do know the extent of the problems but, as usual, won't admit to it.

Jill said...

Another thing that is frustrating about this letter...it really only references the color issue, which is not the only "declining quality" issue people have experienced lately.

Anonymous said...

@Anon 11:12 - couldn't have said it better myself!! They are missing all the other issues!

Anonymous said...

if you read the FB responses to this letter, the posters are pretty adamant that the bleeding problem is just the tip of the iceberg. the LLL lackies try a couple times to placate the "complainers" but they're just digging themselves a bigger hole. unless they step up and acknowledge ALL quality issues, LLL will certainly see it in their bottom line at the end of the FY.

quite a few FB posters complained about the increased prices and return policy. changing the prices and return policy is a fantasy that will never come true, IMHO. i don't see LLL budging on those two points at all unless they (a) get a new CEO, or (b) are ordered by the SEC and/or other governing bodies to do so. despite it being a publicly traded company, there is still a Board of Directors and they call the shots. if they feel their "interests" are compromised (Read: they start losing big $$$), then they might reconsider some of the company's business policies. i'm not holding my breath, though...

like a few of you have already said in this and previous LLA postings, I will only buy future LLL items if I truly love/need it and have thoroughly inspected it for quality and durability. "cute" has never been a huge deciding factor for me (frankly, I loathe the term)...quality and price always win in my book.

MonkeyGirl said...

It's just very frustrating. I'm tired of wasting my time with counterpointing Lulu's defenses. The quality is not the same as it used to be across the board. That is the plain fact. It was a choice Lulu made, not some figment of the customer's imagination. I'm wearing a pair of polocrosse crops I've worn maybe ten times- yes, cold water wash, line dry, like fabrics in same wash only, woolite for dark colors- and these things look old and are starting to fray at the seams. My old stuff is in wonderful condition. And that is just one of many, many examples. Yes, to those that say don't buy and stop complaining- I hear you. I have, for the most part stopped buying (but dare I say it- LOVE the portapottie scuba- and I don't feel it is too juvenile at all- if quality checks out I *might* consider). But this is a blog for those of us who are interested in Lulu. I used to love the clothes and while hope is waning, I will continue to be vested in wanting the company to turn around. I do not plan on never buying a lulu item again, but I will only buy items I have seen in person and then only very few. My time is too valuable to have to later return a defective item.

Anonymous said...

@ Anonymous July 25, 2012 6:30 AM

What FB site?

Anonymous said...

This Sheree Waterson person- it that the expert that they brought across from Speedo to fix the color bleeding in the first place, and whom may have inspired the failed swimwear line?

I found the comment on FB that the reissue of portapottie connotes Lulu going down the toilet to be pretty funny.

LuluAddict said...

Sheree Waterson is the Chief Product Officer. I think she is second in command to Christine Day.

♥ tiffany said...

Wow.. I feel like the "pulling color from the stores" statement is almost a threat to us. This is bogus. For the price we pay for these items (even if they are sale prices) the quality should be top notch. It's disappointing to know that they're not going to take care of customers with defective items.