Saturday, December 29, 2012

Is Lululemon Flirting with Dynamic Pricing?

Dog Runner Pant, currently $69, were $49 earlier today

Run with Rover Pant, bouncing between $49 to $69
Lulu buyers who've been keeping an eye on the Dog Runner and the Run With Rover Pants have noticed the markdown prices bouncing up and down lately. The Dog Runners were $49 earlier this morning but are now sitting at $69 in the We Made Too Much section. The Run with Rover pants first hit WMTM at $49, then got marked up to $69, were reduced to $59 and are sitting at $49. Is lululemon flirting with dynamic pricing of its markdown section? I know my husband has experienced this when he's hunting certain electronics for the price he wants to pay but it's interesting we are seeing it with clothing, too. I know I have experienced a form of it in the store before and I did see it happen over Black Friday weekend. The first cut markdowns hit on Black Friday and then the really low markdowns were made two days later on Sunday. Later in the week the prices were back up to the first cut level again and after a week or two the sale racks disappeared altogether. I've also seen it before with random markdowns. I remember I passed on a lone Ta Ta Tamer at $39 one time a couple of years ago. After thinking about it a few days I went back to get it and it was back up to full price and they had a full size run in the color. That taught me to jump on an item if the price was right. That is one of the purposes of dynamic pricing after all, teaching you to jump on the deal that you can live with. A couple of interesting quotes from the linked article:

"They're experimenting," notes Daniel Green, president of Cosmic Shovel Inc., which owns price tracking site camelcamelcamel. "They will raise the prices, seeing if people will purchase, then they'll drop them back down... They're testing the waters to see what people are willing to pay."
Mohammed, the consultant, adds: "What they're really trying to do is find pockets of opportunity, where they can change the price to make the highest profit margin or sell the most amount of products."

Interesting paragraph on the pitfalls of dynamic pricing. Good quote: "Consumers who pay higher prices for a new phone or appliance will feel cheated as they see prices go down on something they just bought. Apple experienced this backlash with its iPhone when it dropped prices by $200 just a few weeks after launch in 2007. They had to make amends with consumers."  That is exactly what we saw happen today when the Boxing Day prices got slashed late last night. People were pissed and lit up the lululemon Facebook page.

72 comments:

Annie said...

BAHHHHHHHHH, say it ain't so! I was happy that the dog runner pants dropped to 69 but I would have been thrilled if I got it at 49 (guess I checked the website way too late)!

Damn you, Lulu, damn you!

HPSauce said...

I missed out in the dog runners altogether... :( hummed and hawed too long...

Anonymous said...

Hmm...such an interesting theory in light of the very weird pricing situations going on currently. Amazon does this, and I bet lulu was waiting to see what would get snatched up on "boxing day sale" and then the items not popular went on major markdown today. Interesting that only certain colors too are on wmtm too...most of the black items are still full price or not quite as steep of a cut as some of the colors. They need to get rid of their stock to make way for the new spring items, but this model would allow them to make the most profit as possible. Crazy...

I have to add though that while it may be making them rich, it is a very poor practice to alienate such loyal customers. And I really will be much much more selective for future purchases. I actually don't feel like buying anything from them ever by the way everything went down today with their customer service. It's terrible.

LuluAddict said...

@ anon 9:28 pm- It's very common for the solid black version of something, particularly a bottom style and very particularly in a run bottom, not to go on markdown at all. It's the most universal and matchable of all the colors.

Anonymous said...

But black items are on md. The wtf vest is 89 while the other two colors are 69. They know that black is a popular, universal color which is why they will ask more for it because people will pay it. This practice seems very shady to me. It's all about money not the customers at this point. Do you feel they care about you, especially after what happened today? At least other retailers will offer price adjustments.

LuluAddict said...

@ anon 9:39 pm - All any business cares about is my money. That is why I have to choose what I buy carefully and weigh whether I will get my money's worth out of it and will it be worth something when I am done with it.

Anonymous said...

Even my husband thinks its ridiculous when I tell him that a shirt was 108, then 88, then 69 then 49 ahem,...ice queen LS...that is a HUGE range. He said it probably cost them 15 bucks to make the shirt and the starting mark up is such a joke. The prices this season on the jackets where sooooover priced. If this model is true, lulu is trying to gauge what we as he consumer will pay. And then make a huge profit off of those that did buy it at those prices...3x a lady....

They also use the scarcity model as we all know...and these two models combined if true are very insulting to me as a consumer. They are clearly concerned about their profits. It's too bad, that this company is playing games....

Anonymous said...

this is bs. Im done with lulu. I got my order of wu-like crops from WOD gear (crossfitters may be familiar with the brand) and they are amazing!! Got both eggplant (dark purple) and red and happy to report that they are 1. Thick, not sheer material 2. Have a sweet diamond gusset 3. $15 cheaper and made in the US! Wore yesterday to the gym and performed like a dream. if anyone is interested, definitely worth checking out
wodgearclothing.com

Anonymous said...

This is a great dialogue, by the way. Thanks for bringing this up!

Anonymous said...

Scarcity model...and now this too...I left the playing games back in high school. And their rude customer service too. There are much better companies out there that do care about their customers, not ONLY their profit margins. This was the last straw for me...walking away.

LuluAddict said...

@ aqnon 9:49 pm - I think large/huge profit margin is why we did see SO many outwear/cold weather items and pant/bottom designs. I think the markup on those is much, much larger than a tank. Pants are simple to construct. However, pants are not what sells at lulu and keeps people coming back on a weekly basis - tanks are. They went for the big margin items and it blew up in their face. It'll be very interesting to see how the 4th quarter does. Maybe even at 50% off prices they'll make a great profit but it sucks for people who like their tanks. That section was pretty thin this quarter and I am freaking-A tired of the Back on Track tank.

Abby Clark said...

Alright, Lulu- here's the deal- if the product is good enough, it will sell at the LLL price point. No questions asked. Based on the recent quality issues, it's all just junk to me, nothing different than what I can buy at Target- which, when I found LLL, the thing that stood out to me was the quality, and it was worth every penny. I would rather see fewer items that are amazing and expensive, than lots of cheap shiz on markdown. Will price selves out of business if they're not careful...

Anonymous said...

Items are still sitting in the wmtm b/c it might get md further. Lulu has been extremely inconsistent in their pricing this last quarter that customers don't want to jump on anything. Yescthey may make a dollar or two off of 1 person at an overpriced item but could make a lot more at a reasonably priced item and it would/could sell out in minutes. Now we are becoming leery of purchasing cause the price will drop, then drop then drop again. I was one of the many that was screwed over by the Gec today regarding the boxing day sales. As it stands for me I'm no longer buying from this company that can not stand beside their product or be consistent in their buisness practices. Lulu no longer deserves money from me even if I only purchase from the wmtm section. I've returned my ice queen ls 2 times b/c of price changes and my WTF vest 2 times as well and I don't live near a store. This company is clearly a waist of my time, money and energy. Its so sad to see this company deteriorate so quickly this past year and it won't get any better if they continue to treat their customers poorly and create such horrible product!

Anonymous said...

omg...thanks...i thought i was going crazy...i had the sit and be still pants in my cart @ $49 around midnight and woke up this morning and it turned to $64. that is not fair @ all considering how fast lll pumps out a collection, has a very limited return policy, and poor customer service when you ask for price adjustments at the store! this is really a bad way to treat customer...

i feel like prices bouncing back up is not fair--it should only decrease not bounce...i mean...@ least with ebay i know the prices go one direction!!!

LuluAddict said...

Very interesting on the Sit and Be Still pants bouncing around on price, too.

Anonymous said...

I don't expect anything. Even when I buy something full price and it goes to sale, I rarely get the difference back. But, should they answer my email and credit back the difference in what I choose to purchase, I'm looking at about $200.

LuluAddict said...

@ Abby Clark - I agree. I'd rather see better, more thoughtful, quality designs at the high lulu price point than lots of the junk that is out now. I put the Forme and Every Yogi in the junk category - they are so cheaply made and generic looking. Most of what I have bought this year has been core basics - swiftly tees and LS tops, Cool Racerbacks, Energy and Ta ta Tamer bras, Wunder Under crops, and Define Jackets.

Anonymous said...

I have been a long time lulu fan and I have been recently disgusted by their business practice and greed. There are so many lulu fans out there --we should combine our passion and boycott this brand to make our opinions heard. Power of the masses.

Anonymous said...

The forme jacket is just plain pathetic! Looking at it you can automatically tell thmat lulu raised the priced and cheaped out on it. It's flimsy and has no cuffins. I refuse to buy that garbage even if I am a pink junkie! Lol Joe Fresh, Walmart and Target make better jackets for cheaper than lulu at this time. Overpriced junk imo!

Anonymous said...

the same situation happened to me about a year and a half ago when the savasana wraps were all cleared out. i ordered one on a friday at $89 and by the monday they were down to $59. My order hadn't even been shipped when i called and emailed about the price difference and they did nothing about it. I complained on their facebook page and noticed many other customers upset about the same thing and others that were happy they were refunded the difference. This is not a new practice for Lulu.
I wish i could be hopeful that after all the crap that's been happening lately, Lululemon will revise (and follow) their policies, bring back their excellent quality standards and great customer service, but I have a feeling Lulu is being run into the ground.
I guess we'll have to wait and see...

Anonymous said...

The comments on the FB page are EPIC. I've never seen so many angry comments before.

If this response doesn't result in some sort of action from lulu... I think I'll give up on the brand. Between the serious quality issues, the terrible design choices, and the horrendous CS it's not worth it anymore.

PLEASE lulu get your act together!!

Anonymous said...

RFYL crops are on md online but not showing up in wmtm..

Anonymous said...

OT: Anybody having problems with the online orders? This is the 2nd-3rd time I'm having problems with my online orders. One time, they shipped wrong size and wrong items in my order but the shipping manifest was totally correct. This time, they only shipped me 2 out of the 9 items I ordered. I checked my email and there was no additional email regarding an additional package to my order. And I didn't get a shipping manifest (invoice) with the 2 items that I did receive. What's going on?!?! I got back too late tonight so the GEC are closed. But I'm just worried now. Apparently, it's going to be a big hassle just to order online because I can't trust Lulu to send me what I ordered.

Anonymous said...

@Abby Clark is right. Quality is what dictates price. The reason Lulu pricing has been bouncing up and down is because there are 2 opposing consumer forces at work right now. Long-time customers know the quality has deteriorated & will not pay for crap (therefore bringing prices down) but at the same time, there are new customers out there who just jumped on the brand-name wagon (thereby making Lulu "think" they can continue to set high prices). Lulu is on the cusp right now.

My prediction is that this company will tank soon. In fact, my sister had $10,000 in shares and I got her to sell them all just before Xmas. Once word starts to spread from loyal customers to those "jump-on-the-bandwagon" ones, this company will have a rude awakening.

Anyone else with stock in this company, really think about selling SOON! I also think Lulu's story will make for a great case study in many business courses.

Anonymous said...

This is a very interesting discussion.... Personally, I don't mind paying full price for LLL when I have the money or have the need for new items. I recently went on a new full priced indulgence of a few necessary items (pants). I then visited a local LLL outlet for the first time and went a little crazy but only on the really good prices. Then I asked for some sale tops for Christmas from my husband. Well, after Christmas I was surprised to see the Boxing Day sale, the after Boxing Day sale and the wonky fluctuating prices of the past few days BUT I have to give it to LLL I have become completely obsessed with their website now. I check it every day to see what's been added to WMTM. I don't need anything but if I see another item for $19 I'm buying it in every color. I don't care that I bought the split set full price a few weeks ago & missed them on markdown in the color I wanted. It doesn't bother me when I buy something full price & it gets marked down because when you see it & you want it you buy it. The stuff you buy on sale you usually wouldn't pay full price for. Now some of us can't afford LLL full price EVER, I understand that. But then don't buy it!!! If price is such an issue stop buying it! I think they know EXACTLY what they're doing. $20 markdown is not going to kill me mentally. Things always go on sale. Even Ferragamo and Gucci go on sale!!! Another gripe I keep hearing is quality. I've only been wearing LLL for a few years but I haven't had issues with quality except once and we as shoppers have to realize that the demand LLL has to meet since they began has changed. Their leadership has changed. Things change! Are they workout clothes or is this a religion?! If they're only workout clothes make a decision to not buy them or keep buying them because they serve their purpose. With all their policies and practices the clothes still perform really well for my workouts....

Anonymous said...

6pm.com does this with pricing. It is zappos' shoes sale site, so everything is on sale all the time but the prices change - up, down, up.

Anonymous said...

Amazon does have dynamic pricing, but if the price drops before the item ships they will refund you the difference. They also don't have a "no returns on markdown items" return policy (for the most part.. I know they also have independent sellers, so no sure about those). Yes, stores are able to create their own pricing and return policies, but that doesn't always mean its right! Lululemon could definitely take a lesson from some other companies.

Anonymous said...

Best quote of the article: "If it becomes very public that retailers are changing different customers different prices at the same time, that’s going to be bad for the brand," he says. "Pricing is an integral part of a company’s brand, and if they mess up, they can destroy a brand."

Lululemon seems to be tone-deaf to this issue, and seriously underestimates the power of communication (especially through social media) of its loyal fan base. Price markdown's are communicated INTERNATIONALLY as soon as they are spotted, and the practice of "angelling" drives buyers to the lowest price point. I think that it is safe to say that the lulu FB wall blowing up with VERY angry customers yesterday is proof of this. Combined with declines in quality and design, dynamic pricing is a sure-fire way to drive this brand into the ground. Many of us have lost our patience and are actively looking elsewhere to shop. A popular New Year's resolution proposed on lulu FB groups yesterday was "Boycott lulu for 2013." This company needs to wake up; they are one of the most tone-deaf companies I have ever seen with respect to their customer base.

Anonymous said...

I bought the WTF vest at $99 and the WTF pullover at $129 the day before they dropped. They have shipped, but I've not received them. Anyone know if I can refuse shipment and have them returned to Lulu, and repurchase at the $69 and $89 price points. It is a $60 loss and this is ridiculous.

Melissa said...

I was pretty mad to see I'd bought the black WTF vest on sale a month ago for $128 not too long ago ... and now it's half the price, but I can kind of see why they wouldn't honor a price adjustment -- even though other companies would have without batting an eyelash. But for people that purchased items that haven't even shipped, it's awful that they wouldn't do adjustments. Such a shame. I would be livid if I'd bought something and 6 hours later it went down and they wouldn't honor it. It's terrible how they decide some people will get PAs and some won't. There needs to be consistency across the board.

Anonymous said...

LLL, you should tread lightly and get your act together. I think this (below, from the article link) will become your reality. Combine it with your quality issues and ugly, "trendy" designs of late and it's just more fuel on the fire. The pricing thing is the last straw. Going to tell everyone I know how shady you are in many ways and stop shopping at your store. The consumer has the power.

"If it becomes very public that retailers are changing different customers different prices at the same time, that’s going to be bad for the brand," he says. "Pricing is an integral part of a company’s brand, and if they mess up, they can destroy a brand."

Anonymous said...

They are flirting with trouble....damaging their relationship with customers. Core Lulu customers are already highly annoyed and disappointed. How they have handled markdowns and price adjustments speaks to a lack of ethics. I'd love to know what is going on within the four walls of this company, as something is clearly amiss.

Megan Hable said...

I just don't get it, LLL is the ONLY place that sells their stuff, except SSP, but they get to dictate pricing (I think?). Dynamic pricing only really works when MANY outlets sell the same items, like a certain TV or iPad, etc...AND if you buy something and it goes on sale, there is usually at least a 14 day window for price adjustments (sometimes more) This is just ridiculous, I hope soon that they realize they are losing their loyal customers who spend A LOT of money with them, in exchange for newbies who might buy one item here or there, until they get screwed over too.

Anonymous said...

Hello!
I'm reading that people received a refund! I'm with you if I don't get a call back! What did they say????

Anonymous said...

You know this happens when you are shopping on-line for vacations? As you keep checking on whether or not that vacation price will drop and "oh! it went up, shoulda bought it yesterday, 2 days ago etc" I know someone who says use different computers (home, work) to check this stuff, but I believe it's the collective number of hits an item (like LLL or that vacation) keeps getting that drives that dynamic pricing. As the article mentions, the retailer/bots are driven to see what price you are "comfortable" with, regardless of you wanting to accomplish your purchase in the most economical/savvy way.

I got burned on the BD Sale as my jacket dropped. I did not think it would drop any lower that is why I bought it, otherwise I might miss out (bloody scarcity model). I've never called the GEC...is it worth it to try and get a credit? I'd be content with a gift card. I don't want to have to get aggressive and angry...I've only read here how people have fought with them. It's despicable how they conduct themselves. Unheard of in this day & age!

RunItMyWay said...

Thanks for posting this, very interesting topic! I think Lulu needs to be very careful playing this game - what they may have neglected to consider is that Lulu has a rather unique customer base.

Where most stores have customers who will purchase an item based on the colour/ model, brand name, quality and price, Lulu has a very customer base who tends to be very loyal to the brand and who tends to be very 'in the know' about the brand. Lulu's customers are generally a very connected group- many are part of online groups, blogs and Facebook pages and we communicate a lot. So when a price drops (or rises), many of us become aware of it quickly and resentment breeds quickly among the groups quickly.

Another thing they should be careful of is reimbursing customers for some of the price hike/ drops- because the customer base is so connected, we tend to post it on groups and many of us know when someone has gotten an adjustment; and we all want the same treatment. Other stores might get away with making an "exception" here and there, but Lulu can't, or it risks further alienating the customer base.

I don't think this dynamic pricing is a good strategy for lulu at all because of how connected their customers are. They have such a large and loyal customer base, why risk alienating many of those customers by treating people differently?

Anonymous said...

Reading all the posts on the lulu wall on FB....all the complaints! This is BS they don't do price adjustments at the GEC for items already shipped!!!! I called and lectured the girl about principal a few weeks ago and even tho she said she wasn't suppose to, she said...she COULD DO IT!! And she did!! So this BS...the GEC is telling its customers, is NOT the truth!! If they "feel like" doing a price adjustment, they CAN!!! You just have to be NICE to them, raise your voice, be firm and pretty much argue with them about principal. Thats what I did and the girl agreed with me, that to was NOT THE WAY to treat loyal customers! So, my advice to you all.....I would keep calling and calling and bugging and bugging! It makes me very angry to see, they are saying YES to some people and NO to the majority! It's simply NOT TRUE, that they cannot do a price adjustment over the phone! (Especially, if you don't live near a store!) It's BS!! keep calling them! DON'T BOTHER W CHAT EITHER...they are useless on chat!! I've never ever EVER had any luck w chat!!! Better to call them and bug them!

Jen said...

Agree that this is a great dialogue to be bringing up - and hope that some of the folks who can influence decision makers at the company pay attention.

Seems they're trying to push the profit envelope way to the extreme. If things had inched up in price, and quality stayed consistent, then people wouldn't be complaining about another $10 on an item. But when you increase the price substantially AND decrease quality further, that's when you're going to have people fuming. I think this markdown issue was just the icing on the cake for a lot of folks.

They failed horribly in the social media space yesterday. I feel terrible for Tess at the GEC, having to answer all of the complaints with the standard response. Will someone empower her to do whatever it takes to make the customer think they received a fair resolution?

I think it's interesting that with as much hype on the pink shell color - that the CRB is still available, in all sizes. Just six months ago, the pow pink sold out online immediately!

LLA - I like the Back on Track tank, but I don't get as much use out of the one I have (from last year) as I do the swiftlys, CRBs and - my favorite for yoga - Push Ur Limits. The BOT tank must be a huge profit for them to be making so freaking many of them!!! :)

Anonymous said...

This is craaaazy! I bought a pair of those newly released Lustrous crops before the markdown and just chatted with GEC about that...and my only consolation is that I can still return them to the store. At least I can get my money back on those but seeing further $50 markdowns on some things (jackets!) really hurts.

The other thing that bugs me is the inconsistent gift card handouts. On the FB page some people are saying that they got the value of the price adjustment on LLL gift cards. How come this isn't being applied to everyone? Is there a certain amount of rage required to trigger this response from GEC? :(

Anonymous said...

Awhile back I rememwber reading in tr blog that LLL honors online prices? Is this correct? Tia

Anonymous said...

I called for a credit after seeing the Speedy Turtleneck marked down again a day after I bought it. I was turned down. The reasons are so lame and transparent, I almost feel sorry for the reps that have to say the script. I have, like many of you, spent thousands on these clothes. It makes me wonder about my priorities. And now, this is the last of a long bad line of problems I've had, mostly to do with bad dyes ruining my other clothes. A company that has lost it's rudder.

Anonymous said...

What's the big deal? Jcrew does this all the time, too. They don't do price adjustments, and often things are final sale. And the quality isnt so great. But, as with LLL, there's a lot of hype and obsessiveness surrounding the brand, much of it based on 'the good old days' before the brand went downhill.

Nordstrom, on the other hand, prides itself in excellent service. Does that mean they care about you? No, they care about customer loyalty, which translates into $$$. LLL doesn't think customer service is cost effective. And as long as they're putting out a superior product, most people are fine wih the crummy service. Their fallback plan is to 'train' us to buy whatever they put out. Time will only tell if their strategy is working.

Anonymous said...

I just got a form letter response back to my complaint about this dynamic pricing that basically says they adjust pricing based on inventory and they really can't do anything about it. In a nutshell, they are all about the money.

And that's fine, I guess, they are a business. But they should probably stop printing all the self-righteous, enlightened stuff about rising above and "friends are more important than money" on their products.

I responded by asking to be removed from their mailing list.

Anonymous said...

Yes i concur w/ all the above statements, however still like the fit of their bottoms better than anything i've tried out there. was just in a dicks sporting store and thought i'd try some tights in under armor and they looked and felt terrible- and they had the diamond gusset! Lulu still has the best fitting pants/leggings IMO, however coats NO; Tops not anymore, hopefully they will reserect some top/nice fitting tops this spring in some nice colors and do away w/ all this strange colorations/blocking etc. We'll see what 2013 brings, also alot of people are financially hard hit and don't have the extra moola to spend!

Anonymous said...

Are they really that smart or just making errors...like when many ladies received a free CRB because it was priced at $0.

Anonymous said...

A comment on the theory that black items are more expensive - I've been eyeing the Run Speedy Turtleneck in WMTM since Saturday morning (maybe I'll order it now), and in my size 8, it's $59 for black or beaming blue, but $79 for the white - which I found really odd and doesn't support the black theory (though it's a top and not pants).

I wonder if their prices are based on a combo of inventory (including quantity ordered by Lulu from manufacturers), and how many have sold/are left with an algorithm or something.

I don't know, but I've been not buying too much lately for fear of quality/price changes. (Though if the black dog runner pants go to WMTM, depending on price, I'll get them.) I miss old Lulu - I did find an old black scuba in the Philly store during travels last month and snatched it up - very excited to have that one and have already gotten my moneys worth for wear-time!

It's also very frustrating that in Arizona, the Phoenix stores only get warmer-weather items since all of us in the neighboring colder areas that venture to stores can't try things on. I had hoped to try on the Toasty Tech tights (or any cold-weather pants) last month but Phoenix area stores didn't have them and said they hadn't gotten them in. I understand why they wouldn't get a large quantity of these items, but it does get cold at night in Phoenix and drive 2-3 hours and there's snow so a few cold weather bottoms would be good and sell well! The people are always nice if I return online cold-weather stuff there though, which I appreciate, and say it will sell fast.

-vanessa

Anonymous said...

Bootlegger's policy; No sale is ever final. And they mean it.

luluFemom said...

Well, I am not on FB, so I missed out on that side of things, but I tend to agree with @Abby Clark - if lulu was able to maintain their original standards of quality, the scarcity model would still be intact (clearly its working at about half strength - successful on items like the herringbone WUCs, not so much on the Bundle Up jackets), and customers would be jumping through hoops to pay whatever price they were asking. And while I agree that any business is ultimately about the profit - lulu's profit margins are INSANE, because there is no third party seller. That means the usual markup of about 50% (say, for a Nike item purchased @ a sporting goods store) is much, much higher. I happily pay a premium for brands that I believe in (Patagonia) or when the quality is superior to other items on the market (lulu...formerly) and I hate to say it, but in those instances, the company can pretty much charge whatever they want.

Anonymous said...

I received the same automated email response to the price differences. After spending 20 minutes on the phone with an educator, I just cancelled my orders that are in transit (totalling $500+) over the $20 they wouldn't adjust. Have a feeling this battle isn't over... I have had past conversations with educators who have "cancelled" my orders but they still showed up. Good bye Lululemon. I'm done with you!

LuluAddict said...

@ anon 10:08 am - Yes, the Speedy Run Polar Cream is an exception. The black not going on markdown, not getting as steep of a markdown is more applicable to bottoms, though. The WTF series is a bit of an anomaly but I think they marked the colors that show the feathers (Polar Cream, Clarity) down a little more.

Anonymous said...

I'm in the same boat... Apparently our items are final sale so it's not eligible for a refund or exchange. The stores will not take it back and online they won't do adjustments. Ridiculous and frustrating. I love lulu too but this was my last straw. Done with lulu forever now.

LuluAddict said...

@ luluFemom - lulu also upped production a lot compared to last year. Very few items sell out quickly these days - the herringbone Runder Unders and Wunder Unders, the Pink Shell LS Swiftlys seem to be selling well, the DHBH online is selling out but my stores have a lot of them. So many of the newest items are feel so cheap - Forme Jacket, Daily Yoga jacket or are crap quality - Pleasing Pants. It's very sad and I don't know how lululemon can recover. They pretty much flushed a stellar reputation.

Anonymous said...

Man, I miss the days when I lusted over lulu. It seems like the decline in quality started to happen right around the time that I got a job that would pay enough for me to buy lulu. But as long as they keep pulling games like this, and mass producing the ugly--I'll keep away. It sucks to hear of how brand new 100$ crops are already coming apart, when crops I picked up at Old Navy on clearance for 7bucks months ago are still as good as new. Sigh, well, savings are a good thing to have.

Anonymous said...

I agree with everything everyone has posted on this board... I've posted this on the item reviews. I only hope that Lululemon is listening.

*********************************

Lululemon puts out great products, however their policies and treatment of customers is becoming unjust. And NOTHING can justify that....

I bought the WTF vest in blue on boxing day in store for $99. It then dropped in price to $69. I also bought the Run Turn Around Jacket for $149 and it dropped to $99. That is $80 in difference. First thing, I have NEVER seen things on the we made too much drop in price. If it is Final sale to the customer, the prices should be final sale and should not change. Second, people were very unhappy with this so they were calling the GEC for a price adjustment. And here is where it goes wrong. Some people were getting refunds for the difference, some were getting giftcards for the difference and some were getting NOTHING. When I called Lululemon GEC all they said was that could understand my frustration but there was "nothing" they could do. I told them how unfair it was that some people received some kind of reimbursement and some people were turned away with nothing. They still did not budge.

Lululemon... if you are listening, know that your company has grown very quickly in the last few years and it is a combination of quality of merchandise AND customer service that has made you successful. I have been a loyal customer for over a decade (since my days in Vancouver and now in Michigan) but now I'm considering otherwise.

Anonymous said...

I agree with the person who posted saying that if they are going to run their company this way, they should cut the crap and stop having in their "manifesto" about friends being more important than money.

I realize they are a business and just out to make money - I totally get it. But when seams start to unravel, the lovely scuba hoodie gets revamped to an "improved version" (ummhmmm...right), pants and crops are sheer, items are bleeding and ruining other things, prices continue to rise, THEN ALSO customer service starts to suck, what is there left to appreciate? Pants that make your butt look good? Okay, I will give them that, lol. However my butt looks just as good in Lole and Athleta and they offer fantastic customer service, better prices, and stand behind their products. When I saw the Happy Boxing Day sale, I thought that was Lulu's way of trying to make it up to their customers for all the mistakes they've made this year with poor quality etc. Nope! Just another rip off when two days later more huge reductions are made and refunds or gift cards given to a "select" few. It leaves a bad taste in my mouth to be ripped off and then waste my time either phoning or web-chatting only to get poor customer service. And I wish I could buy that poor Jenna a drink or two. For goodness sakes! What a job she has, being their online spokesperson and doling out all the bad news to everyone. I feel really badly for her. :( Not good Lulu...another customer who won't be spending her money on your products anymore.

Anonymous said...

I think the black is more of a classic color and therefore may not go on sale (I see this at a ton of other retailers too) like the other colors. Clarity yellow may not appeal to the masses but black probably does more. Just my two cents.

Anonymous said...

I agree with you LLA - their reputation is done. They haven't fixed anything. They are not listening to consumers. Very frustrating, especially knowing what they were like before with their amazing quality. I would have no problem paying a premium for Lululemon if the quality was restored to their former glory, but seeing what they are now is terribly upsetting.

Anonymous said...

Just throwing this out there because I read a comment someone made about the discrepancies in how lulu was refunding some and not others....they look at your size and see if they can sell it faster than other sizes and that is how they decided? 2/4 sell out fast so those two sizes were especially refunded yesterday? What do you all think?

Anonymous said...

@ 11:13 good for you you like Old Navy crops and they're holding up. ON has a nice idea but in fact, their items are awful. I've looked at all their gear in store and even hanging on the rack that stuff is falling apart! I saw holes in tanks, bras, crops, pants. Seams coming undone and terrible workmanship. I never bought any as it is would end up in the garbage.

@ 9:46, I have the opposite opinion of you on LLL jackets. They usually knock it out of the park when it comes to jackets. Imo this is one area they often excel at (the off the mat jacket aside, as I think that's a disaster!) Jacket prices $200, $300 are completely insane. I never pay full price for a jacket.

Anonymous said...

@Abby Clark, I completely agree with you about Lulu's price point/quality. I'm primarily a swimmer, and used to Speedo. Their suits ARE expensive at the time of purchase, but their endurance line lasts for years, so their price per wear ends up being low. I expected the same from Lulu, buying the brand for Lulu's previous reputation for making cute, functional, indestructible workout clothes. Babying athletic clothes is a foreign concept to me -- my own physical capabilities should be what limit my workouts, not worrying about whether delicate athleticwear will pill/unravel/snag. I'm thinking it's time to leave it to the label-hounds and return to other athletic brands.

Anonymous said...

Here are my thoughts on this price adjustment issues.

When an item is marked down, it is the consumers choice to either purchase it or wait in hopes that it will get mark down lower at a later time. It all boils down to "how much value" you put on that item. The choice is yours. HOWEVER, if the item is on a further markdown, AND the color and size that you purchased is still available, then the company should issue the price adjustment for the difference. This is of course within the standard return period. If your color or size is no longer in stock when lulu made the second price cut (regardless whether it is 5 minutes from when you made the purchase), then I think it's fair for them to not honor any price adjustment request. Just a logical way to think about it....

Anonymous said...

Banana Republic is a brand that has a high price point for its clothes that are of superior quality. I can count on the quality and fit of BR year in, year out. Yes, they have earned my business and they keep my business. They have sales and promos all the time AND they honour price adjustments within a reason able time frame. It's up to you to pay attention as they tick through those promos. Sometimes it pays off big time. That too, of course, makes me an even happier customer. Quality issues? Rarely, and they make it right with no hassle.

LLL is so full of itself to think that its absence of customer service, its completely idiotic approach in this regard, is some sort of "winning" approach. They are so behind the times it is completely baffling. Seriously, whoever is really in charge there needs to get their head(s) out of their a**(es).

Manifesto? Sure, right. Why don't they print what they really do and are? Unethical, shady, greedy, thoughtless, hypocrites!

Eric said...

The WTF vest was $69 boxing day, then down to $49 the next two days then back up to $69 today

Why?

Anonymous said...

I understand the dynamic pricing solution and what can be gained from it from a retailer's standpoint. It's the huge fluctuations in price, in a very short amount of time, that really irks me to no end. In my opinion, it is hugely damaging to the brand value. I bought my husband the hoodless hoodie for full price $148 for xmas on Dec 22nd at our local lulu store. We popped in again on the 26th to exchange something else I had bought, and we see the same hoodless hoodie for $49. That's quite a drop in less than a week. He had of course worn it, so we couldn't return it (and they would not give us a retroactive price adjustement even though only 6 days had passed). I think that this steep of drop signals to the consumer that they overcharge for their products and that they are worth only a fraction of the full price. Can't help to shake my head in disbelief. They had such a great thing going but their strategies in the last years makes you wonder if the people in charge are just plain clueless.

Anonymous said...

I spoke with someone at the GEC yesterday who told me to refuse the package. How ridiculous is that? They would rather get the items back, sell them for the lower price and make a very loyal customer unhappy. I can't wrap my head around that one.

Anonymous said...

Jen - I've bought the pink shell crb online and if I saw it in person first, I would have not bought it. The auality of it is not as good as the beaming blue one. I have a 12 in both of them but I found e pink shell to fit tighter, feels more stratchy and definitely notsolid (could easily see a black bra underneath it).

Fortunately/unfortunately, I ended up not buying anything (my husband literally talked me out of it). After the pink shell crb, the loose threads/ premature pilling on my instride jacket and now their sales tactics, my money is now going to other fitness companies in Canada (Keylime, Silver Icing, Terra Frog).

Anonymous said...

I originally paid the $158 or the WTF vest- then sat on it for a week... then I went back to the mall and found a fleece vest for EIGHT DOLLARS ($8!!) and decided right there that I was taking the WTF vest back. And I'm so glad I did because if I knew it was going down to $128 then $99 then $69 I would have been absolutely SICK at the thought of paying that insane price for it. I think that sales are fine and I don't mind when I bought something I really liked and missed a sale (but I will look for price adjustments)... but if something goes down from $158 to $69 that's just WAY TOO MUCH and it makes me feel like I should never ever pay full price for a LLL piece again. I understand this business model but I don't respect it and am far more leery of purchasing anything anymore. It would be better to just have made them $69 or even $99 in the first place and have them go on sale for $69. Don't make the people willing to pay full price feel like chumps. Or they will stop coming back. Period.

Anonymous said...

Concerning size availability and price adjustments: I checked before I called for an adjustment because I don't think LLL should credit me if my size is sold out. That makes sense. But I was turned down before I even got to the details of my order. Didn't ask for my order number or anything, just no. And the bag was still cold from sitting on my doorstep! I used to order every week for over a year. This is the only thing I've ordered in a month. What a disappointment to be treated this way. Yes, Nordstrom rocks for returns or problems. The Nike dri-fit running tights I bought a couple months ago tore at the waistband. Took them back, explained briefly, no problem (even Nike itself has a great return policy). No hassle. With LLL, they would have blamed the defect on my pH levels and told me that I was wearing it wrong or rubbing it wrong, and did I wash it ten times before I wore it so that it doesn't bleed onto my white Define? (happened to me) Oh, but it's fragile - see that tag? We're not liable anymore. We put big friggin' tags on everything to list all the problems that you will have with this product (But we word it to make you think it's just the nature of the fabric and not the defect that it is). This, in addition to the jacked up, laughably inflated prices on puffery disguised as technical gear (Is the down 650 or 800 fill? They should know! And they should know its source). Done. I'm getting lost now. The thrill is gone. I need to pay down my mortgage anyway.

Anonymous said...

I totally agree! This is the only reason I was pissed about my order.

Anonymous said...

As another price check, they were marked $89 at my local tore. I felt cheated, after noticing cheaper prices online, so I passed. Bad move, Lulu.

Anonymous said...

I want to share my experience with LLL. I was introduced to LLL by my sister 2 or 3 years ago. At that time, I had already told myself how crazy these prices were. But, I got to like them A LOT ever since my sister gave me one of their items as a present! I know exactly why I like their products. It's their styles that I have never seen in the market before. It's their logo placement that is not shown too tacky (IMO). It's their quality that I haven't felt in any other brand/s before and it's their limited stocks on certain models or colors that makes me feel a little special and different. Those things sold me out. Just like other loyal customers of LLL, I keep watching their website on new items. I agree with each and every comment shared here. What I can say is that LLL is expanding and I can see it will be like any other big companies (mass produced, more profits and lack of quality). I know it's their choice and policy to direct their company in whichever direction they want. I know what my choice is. Thank you LLL for making such comfortable, stylish, high-quality exercise gears I have ever worn in the past. I hope I'll (not) see LLL in Marshalls or TJ Maxx one day. That's my 2¢on this topic. Thanks LLA for bringing up this topic.

Anonymous said...

Dynamic pricing and the scarcity method are really working for lululemon. I tend to be the type of person who waits for things to go on sale, but with lulu it's hard to gauge, because some new items run out before they have a chance to go on sale, so you end up either snap in things up right away or never seeing the item again. Big first world dilema.


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