Tuesday, March 19, 2013

Bend Over and We'll Give You A Refund? WTH?!?

Posted on the lululemon Facebook page today:

I went into my local store to return my Astro pants and Invert crops, both purchased this month. I was asked to BEND OVER in order to determine sheerness. The sales associate then perused my butt in the dim lighting of the change room and deemed them "not sheer". I felt degraded that this is how the recall is being handled. I called the GEC to confirm this is their protocol, and they verified that yes, the "educators" will verify sheerness by asking the customer to bend over.

Please explain as to how this is gratifying customer service? If I think my black Luon pants are sheer and there is a mass recall happening, am I not entitled to go in without having to BEND OVER and obtain a refund?
To their credit lululemon responded:
Hi ______,
What's the name of the local store you went into? I'm sorry to hear about your experience and I'd like to follow-up with them directly on this. In the meantime, if you're not comfortable with the Invert Crop and Astro Pant that you've purchased due to sheerness, we want to make that right for you. Please email me with the details of the two items, such as size and colour, if known and your full shipping address so we can work on a solution for them. You can send this information to geconline@lululemon.com.
~ Siya
And, posted a little later:
Lululemon Athletica Hi ___________,
We don't need to see our guests in the garments to deem them sheer. We want our guests to be comfortable in their products and will make it right for them if they feel their black bottoms are sheer.
~ Siya
 However, another woman posted this on one of my lululemon chat boards:
[ A different woman] I called the lulu store asking about the recall and a girl on the phone said that I'm going to have to try on the pants and they will judge if there is an issue or not. So they will ask me to bend over. Little degrading, isn't it ? If there is a recall they should just take them back, ugh! 
Lululemon has been pretty tone-deaf in handling quality issues before but this really takes the cake. I have a hard time believing these anecdotes are real but these women seem sincere. Publishing a list of items that have been recalled would help clear up a lot of confusion. No list has been released as of yet. I hope all the stores get the message that they do not need to make people bend over to return their pants.
 

90 comments:

Anonymous said...

Absolutely unacceptable. I will pay premium prices at companies that provide a high quality product when I know their return policy backs up the high prices...ex...athleta, Nordstrom, Sundance,etc. I would never shop at lulu again if they treated me this way,

Jen said...

Saw that on the FB page as well. Thinking this has to do with the short leash they have on their store management, allowing them to make "entrepreneurial" decisions based on their customer base. For a company-wide recall, this should be centralized - but it seems like it's not that the stores aren't getting the memo, it's that there's no memo to for the stores to get.

Anonymous said...

That is absolutely ridiculous! When there is an publicly acknowledged recall happening, there is no need to prove if a return is valid.

Ridic!

LuluAddict said...

@ Jen - I agree. I've read some horrible customer service stories, though, so there are some real doozie store managers out there.

Anonymous said...

LLL again in CYA mode. Siya posted under Christina's post that she will discuss w/ GEC & the store teams to make sure they know this is not the way (obviously!!), but if that is the case, why didn't she say so plainly when Shannon Hedrick posted a very similar question prior to Christina's post? Under Shannon's post Siya just does her usually robocorpspiel.

Anonymous said...

WTF? That's horrible. If anyone asked me to bend over, I'd tell them where to go, and what to do there. It is horribly misogynistic to ask any woman to bend over so you can examine her butt for the purpose of its appearance.

I mean, what's next? GEC asking you to mail pics of your butt to them?

We need a wall of shame list for stores that do this type of crap. I'm not willing to write off an entire franchise for the sins of a single store, but I'm sure willing to write of a single store based on its store culture.

Houndlvr said...

The Lulu prison test....

Anonymous said...

Wow!
I'd be pretty upset if I had to bend over to check sheerness...especially since the company has done a recall on the pants.

And did u know...?tw more bright light (natural ligh..sunshine) really emphasizes the sheerness even more? Store lights don't do it justice

Eric said...

I feel bad for the fbook reps with all these complaints. Poor Siya :(

Anonymous said...

LL EMPLOYEE:

The experiences that were relayed by those two ladies are very unfortunate. I work in store and this is not the protocol I was told to follow- nor would I if I was told to. I would never ask a guest to "bend over" for me to prove their pants were sheer. That would be degrading and very distasteful. Why would I sexually harass a guest? I would believe any guests if they were to tell me their pants were sheer considering what I see in the fitting room. TMI! If you go into a store and they ask you to bend over, DONT DO IT! That is simply ridiculous.

On a brighter note, I hope that LL learns from this whole disaster and brings back the WU and luon that we all love. Honestly, the best pieces of LL clothing I own were acquired prior to my career at LL. Thanks for bringing this to everyones attention and taking a stand against greed, greed, and more greed.

Perhaps I have a dramatic and very ignorant view of what clothing factories look like from the documentaries I have watched, but I must say that reading the countries from which the clothing comes from made me uneasy. I feel like I am wearing sweat shop clothing. It would be nice if LL sourced more products from Canada again and the US.


Us employees notice and feel the impacts of these issues too. What an embarrassment!

Lovin4u said...

Not sure if you saw this but they quote you...
http://www.latimes.com/business/la-fi-lululemon-yoga-pants-20130320,0,2277833,full.story

Anonymous said...

Why did you buy them in the first place? Didn't do a rear view and bent over check in change room? Or you have 14 days after you get home to return....not sure why people bought them in the first place....I'm tired of hearing about this and it's only been 2 days....

Anonymous said...

What the f***????? I mean, I'm sure not all the educators and managers working in the stores are the brightest crayons in the box....but wouldn't someone in the group realize, and speak up perhaps, that asking someone to literally bend over for a refund is off? Surely that's not an idea coming from corporate....?

LuluAddict said...

@ lovin4u - thanks for the link! I skimmed the Times earlier today but didn't see that. Sounds like they read the blog/brand pretty closely if they know about Paris Pink bleeding.

Anonymous said...

Yeah, if a store asked me to bend over, I would absolutely never return to shop there. I get that Lulu sometimes enjoys trashy humor, don't we all, but this is not funny...and personally embarassing for those involved.

LuluAddict said...

@ LL Employee - I feel for you guys. The stores have to take the brunt of bad management decisions and take the bottom line hit from all our on-line returns. I'm sure the bend over stories were anomalies but I can't believe anyone ever thought it would be ok to ask people to do that. I also can't believe a grown woman complied. I sincerely want the quality and budget-busting great designs to come back to what they used to be. Having a new piece of lululemon to wear to the gym is a great motivator for me and it's a bummer I have been limited to buying mostly the same three or four styles lately.

Anonymous said...

I work in a canadian store and the fact the store(s) have asked guests to do this is super out of line and also very sad. Actually today while in store myself and a number of educators could feel the difference of "true" luon and the recall pieces- it almost feels grainy or slippery.

Many of us are on the same page as everyone in the community and want the classic, high quality pieces back on the floor! I am truly sad and disappointed at the experiences some of you have been going thru!

LuluAddict said...

@ anon 9:11 pm - Good question. I do a bend test in every pair of pants I consider buying (and know a lot of you do, too) and been doing one for at least a year. I can see people who order on line without a chance to try them on first having a problem but you think you'd try them out as soon as they arrived at your home.

Anonymous said...

I've generally had bad experiences returning ANY item to LLL... With the receipt, tags attached not worn. I feel like I have to go through a deposition of questions as to why I don't want the item. (Sometimes I buy things online and change my mind once I see it in person). But I have enough LLL ($$$$ so much money spent). So I am going to give them a break to get their act together

Anonymous said...

Employee at 9:05 - I totally agree, this cheap labour company they keep talking about- I googled it and they talk a lot about stock prices, Fabric and cheap labour but nothing about wages or age or hours.... It makes me feel dirty and gross wearing these clothes... Also asking someone to bend over IS SEXUAL HARASSMENT and I'd be charging that store/LLL in a heartbeat... And I'm Canadian...

LuluAddict said...

@ anon 9:40 pm - thanks for the description of what is wrong with the recalled pants. I haven't tried on many black pants since the beginning of the month - mostly run and the colored/patterned bottoms.

I've always had good experiences at my local lululemon stores. I don't know whether it's because the area is so wealthy, in general, that the staffs are used to catering to customers but they are all very customer-service oriented. I can't complain about any Southern California store I've been to. It probably helps that I tend to exchange my returns so lulu doesn't lose too much money on me. ;-)

xtizzy said...

I'm the poster and was asked to bend over today.

Anon @ 9:11, get a grip please. Ignore and don't read if you're so sick of it.

I either always take items home to inspect or order online. The change rooms at Lulu are not well-lit whatsoever. I kept my items but once the recall was reported, I had to look at my recent Luon. I brought them in to see if mine were from the sheer batch, NOT expecting to be asked to put them on and to bend over so they could inspect while I was in them!
I responded in shock when she asked me to bend over! I said, "are you serious, right here you're going to inspect my butt?" And she said, "yes that's how we have to determine sheerness." I appreciate my local store and its staff and didn't want to start a fight.

I have no idea how to handle this. I have not e-mailed the details to the GEC yet. I'm not one to broadcast and get on tv and file for sexual harassment, I don't have time for that. So I hope posting it on their Facebook page is enough? They also have not reached out to me so I think it shows their lack of commitment to their customers anyway.
I also like my local store and I believe they were only following what they were told to do, as repeated by the GEC when I called.
But I'm seriously not interested in a witch hunt and I'm probably not the only one this has happened to. Plus, I'm comfortable with my body and if someone wants to inspect my butt then all the power to them. But what ticked me off was that it was their protocol to determine whether or not their customer would receive a refund or credit. What kind of protocol is that? I didn't expect it at all, I thought they'd just look at it with their hands and not ask questions.... you know, like normal stores that value customer service.

I'll post if anything happens from this.
Thanks LuluAddict :)

Anonymous said...

I'm writing from Kelowna, BC, Canada. I've been shopping at Lululemon for seven years in Kelowna. I've always found the sales associates to be super-sweet and helpful. Going into the store is always a positive experience, which is why I continue to shop. I have however, found the online team to be uncooperative and totally disinterested in customer satisfaction. I suppose it just depends on which store you shop in.

Anonymous said...

WTF... In 21st century in America that is just ridiculous even to listen.

Dispute your transaction with your credit card company and explain it. They will be able to deal with it much more professionally.

Anonymous said...

Oh. My. God. Who was the genius at Lulu HQ who read the draft policy suggesting that customers " bend over" in order to get a refund, and though "yes, in the midst of a customer service disaster this will be a winner". I am giving up on this company. This is the last straw.

Cassie Jo said...

Absolutely awful. This makes me very angry and almost wished EVERYONE would boycott them so they will actually take it seriously to fix their quality issues and service! I'd be ashamed to work there and have to even ask someone to bend over as. Proof that's fn horrible. On top of that article about the two gay men who commuted suicide. So tragic.

Anonymous said...

if someone asked me to bend over, i'd tell them to go F themselves.

Anonymous said...

I agree - quality has gone down big time & for the stores to degrade us as much if not more then the screening at the airports - is unacceptable. Yoga is suppose to be something that is a healing sport & the clothes make it more comfortable & enjoyable. To be stressed by LULU this way - makes me not to even deal with them .

Anonymous said...

that is astonishing - sadly i think it is totally true, lulu has always taken the point of view that the guest is sneaky or trying to get over on them - even though it's all about "yoga, love, community, elevating the world" they make a person feel defensive and like they have done something wrong if they are trying to make a return - i know they have very high daily sales goals and any return - eats into that goal, but still...

kcpny1995 said...

Have read lululemon is cocaine for 40+ set, after this I will check into rehab. Have taught my daughter not to spend her teen money at stores with poor customer service, time I did the same. Stella at Nordstrom will fill the void just fine.

Anonymous said...

That is completely out of line and absolute harassment. The store(s) doing that should have their managers fired and/or other staff if it wasn't a management directive.

On the LLL media page it simply said if you bought a luon item after March 1. If they don't give the item(s) numbers, then that's the criteria and if the receipt shows the date and it's luon, that's the end of it, refund given.

I'm in Toronto and have never had a problem with a return. It's always been within the window. Once even a MD item sprung a hole. There were none left and they gave me a refund for it vs. a credit.

The smartest move they could do right now is to return manufacturing to Canada.

Anonymous said...

Their pants have been sheer for a loooong time now. In fact, a year ago at this point, I went to go buy pants and am trying them on and am bending over in the dressing room trying to tell if they are sheer. I then step out and bend over in front of the ladies working and ask them if they are sheer- they say no. I buy them and go home in the regular light, and they are completely sheer. I go back to the store, repeat the process with other types of pants, even bending over in front of them again, and they tell me they are not sheer. I go home and they are 100% sheer. You can NOT tell in that lighting whether they are sheer or not. The quality of this store has really gone down so much that I gave up and no longer buy any pants there. It is ridiculous to me they are coming out with the news that their products are sheer and of insufficient quality when they have been such for like a year now. While I may volunteer my bending over, it is highly inappropriate for a company that charges so much for workout pants to require or ask anyone to bend over, as that is a very uncomfortable situation for most, especially when their pants ARE sheer and you can get a whole view- the customer should be allowed to return it regardless. Shame on Lulu for not keeping good quality in their products for years now.

Anonymous said...

I have never had a problem returning things to my store, but have had a problem wtih getting things repaired. Most recently, my Currant CRB's stitching was coming apart at the bottom hem - I'd only worn it 4-5 times tops, and only to work (office). I was originally told they wouldn't fix it, and I was to bring it to a tailor in the mall - and pay for it. After arguing with the clerk, and saying the GEC told me to bring it in (which, although it wasn't true, I'm sure they would have) they agreed - only after they called their alterations department to make sure they would do it.

They said it "wasn't their fault" the stitching was coming out. Um, it's practically a brand new 45$ tank top. Yes, it's your fault, and yes, you will fix it.

And if anyone asked me to bend over so they could look at my arse in a pair of pants, I would lose my SH!T.

Lulu is recalling these items. Returning them should NOT even be an issue. They should be doing it and APOLOGIZING while they do it, frankly.

Janelle said...

Wow. That is just horrible. I hope you able to speak to a reporter about this. Keep us posted.

Anonymous said...

i call shenanigans. i don't think this ever happened. people lie on the interwebz all the time, people.

LisaM said...

Message to Lulu: You should be bending over to help your customers. You are too focused on the bottom line. This is sheer foolishness and also reflects a lack of transparency on many other issues. We can see through your nonsense Lulu. You are just giving a leg up to the competition. They will leave you behind.

girlydoll said...

LLA - Here is a serious question that I would like you to share your views with if you feel confident enough to pose a hypothetical answer.

With this recall, and the sheerness issue that everyone had been screaming about for the last year, do you think the next batch of black pants to come out will return to the quality of material that we enjoyed two years and more ago?

Everyone needs to stop focusing on what has already happened, get ready for what is GOING to happen. This may be an opportunity to stock your wardrobes with the material we all love before the inevitable decline in material again. Assuming they put out amazing fabric to make up for the walk of shame they just had to do.

Face it people, big businesses always let quality slip to save bottom lines, its what they do after that is truly important to those who love the product from when the company was fledgling. I for one will be holding a credit card, and my much loved two year old running Inspire crops (thick and amazing) and my grooves to compare quality to when I grab all the pants in black in my size I see. If they compare I will own them all.

Anonymous said...

Anon@7:20

Of course you might be right. Unfortunately for lululemon, they've lied and denied huge problems as long as they possibly could, so now people are going to believe it no matter what lulu says. I've had some pretty henious experiences with lulu customer service, and while asking customers to literally bend over takes the cake, I have no real reason to find lulu any more credible than some random internet commenter.

Anonymous said...

I have NEVER had this type of issue with Lulu! I am always raving about their customer service! anytime I've had any sort of issue, they have been happy to help. for instance, I had a Lulu bag for 5 years and let me tell you, I was rough on this bag. it was my daily everything bag, so when the zipper finally started to break, it really wasn't a surprise. I took it in to Lulu to see if they could maybe mend the zipper. They couldn't, but they gave me an entirely new bag. no questions asked, no receipt needed. I told the girl I was surprised because I had had it for so long, but that didn't matter, they gave me a brand new bag anyways. I'm sorry, but that is incredible and completely unheard of.

I can't see Lulu having any issue whatsoever returning pants. If employees are asking people to bend over, that sounds to me like a store-level management issue and the corporation should be notified so that they can look in to it.

Anonymous said...

This issue is so ridiculous that it doesn't seem real.
I seriously hope that someone at LULu is reading this blog. I am seriously thinking to myself, do I really need another pair of yoga pants? or a sports bra?
On the positive side this may be exposing more about how companies produce cheap products with cheap labor and how they think they can get away with it.

M

Anonymous said...

I don't buy it. The store I go to would never do that!

Anonymous said...

I was shopping in my store last night and someone came in wanting to return her pants and the sales associate asked her to bend over right there so she could check them and see. She told her they were fine and not a problem so the girl couldn't return them.

Anonymous said...

Yikes. Nothing surprises me about this. I live in Vancouver - on the front webpage of the Vancouver Sun newspaper ALL DAY yesterday it was talking about the sheerness and a potential yoga pants shortage. This is not news! Lululemon handled this issue poorly. Their business practices have always been questionable but they are now unquestionably awful. Asking customers who pay $75-$100 for YOGA PANTS to bend over to determine whether or not THEY SOLD an INFERIOR product to its customers is asinine. Needless to say, my Lululemon days are over.

Anonymous said...

i'm an educator at a US store, and am shocked/saddened to hear about this. it is absolutely against the protocol we've been given! wow. i'm confident that no one would be treated like that at our store by any of us. also, in our experience it has been pretty easy to identify the bad luon, especially if you're wearing your proper size. so if you see that it's sheer, we're going to believe you and happily exchange/credit you. no hassle whatsoever . . . which is exactly what the protocol is for this situation!

Anonymous said...

A little OT but has anyone else had issues with all of the new 4-way stretch speeds being completely sheer. I recently returned the bleached coral and burning yellow b/c you could clearly see the liner through the shorts and as much as I want to love the faded zap you can see the liner in lulus picture of the back. I checked and none of my 4-ways from last year had this problem, not even the light ones like white & menthol or angel blue.

Anonymous said...

I understand that everyone is upset with the decline in quality...but I must speak out in defense of the store that I go to. Everyone in the store is polite, friendly and helpful. I order online and return stuff ALL THE TIME and have never, ever been given any grief. I had a pair of black WU's with the white cross stitching that started showing little pulls and they immediately took them back and were very polite. I am sorry to everyone that have had bad experiences...but I personally appreciate the customer service I have received.
I agree with LLA that I spend more time looking forward to a new color in a plain staple (CRB, WU, Swiftly) than I do new products. I miss all of the little details...the little ruffle, the ruching, the thoughtfulness of each item. Obviously Lulu has simplified and cheapened to increase profit. We can only hope they see the error in their ways and make an effort to go back to their roots. Sadly, I am sure their designs are set for a long ways out so it will be 6 months before any changes will come around. :-/

Anonymous said...

Absolutely ridiculous. My wife and I have bought lots of items WITH consideration that if anything goes wrong with the items, I can return or have them serviced. That's what you actually pay for! And now there is a prison test? If they ask me or my wife to bend over, I will just flat out pull my pants down and show you-know-what. I guess we are done shopping there. Any recommendations on which brand to go to?

LuluAddict said...

@ Girlydoll - I had heard that lululemon hired a person specifically to get their old luon recipe back. I tell, I think the black Coast to Class pants I just bought felt a lot like older luon - thicker and with good coverage. Someone else here commented their new black Presence pants felt really good, too. I am hoping they find the old recipe. Lulu sent out a press release to publicize the sheerness so the issue is out there now and you'd think that they'd be making thicker pants from now on. Honestly, for the last three or so years, the pants I've been buying have been on a case by case basis. Some are sheer, some scratchy, some just right. I think lulu gets good and bad batches of luon. I try to identify "good" ones that I've tried on the blog when I do.

Anonymous said...

I went to yoga today and i saw a young lady with black lulus on. she bent over in front of me and i saw everything!!!!!!!

Anonymous said...

I'm really glad that everything finally came to a head with the decline in quality at LLL. I spent too much time the last 1-2 years going into that store hoping that I would find the original grooves or WUs that I once loved. While I personally miss the diamond gusset, I feel that the current CT issue is instead due to the crappy quality of the material. It doesn't fit any part of my body well, why would it fit well there? I hate wearing cheap stuff. And I'm not wealthy. I just prefer high quality and clothing that is made in a respectable way. I would rather have few nice things than more cheap things. This is what originally drew me to LLL but I have grown increasingly disappointed in the brand. I hope that this blowup results in positive changes. I do however believe what these women say about being asked to bend over. My local store is wonderful but for the last year or so the overall attitude of LLL has been to tell the customer to bend over.

Anonymous said...

Lululemon should simply change their return policy to 30 days, for any reason, one may return their purchased items, whether they have tags or not. This way if there is a performance or quality issue, the company stands by the products and wants you to be 100 percent satisfied. Personally I have had some very negative experiences returning items to LLL, some positive ones as well, but the negative ones (over the phone dealing with online purchases and in person in the store) make me have mixed feelings for the company and my overall satisfaction is mixed as well.

Lululemon should make the customer feel respected, appreciated, and they should stand by their products and be happy to take them back for whatever reason within enough time for us to get to a store. Good customer service by way of a better return policy can cover all sorts of mistakes of LLL's part!

Anonymous said...

I actually returned two pairs of pants yesterday at two different stores. The educators at both stores we very helpful and apologetic. No questions were asked and I was not asked to try the pants on to prove sheerness. Both educators did compliment lululemon about taking this approach and both expressed a desire to see better quality in the future.

Anonymous said...

I recently bought a pair of black Still pants and quite frankly, they had an atrocious chemical smell. I posted my review online and was told by gec to take them to a local store to return them. Here is the problem: I don't live anywhere near a LuLuLemon store and I'm not driving 4 hours to get to one so that a store employee can smell them and determine if I can return them for a refund or credit.
This is yet another example of the decrease in item quality. Why do the pants smell of chemicals? I suspect the smell comes from the "ingredients" in the fabric because even after washing them several times, they have there is a faint trace of the odor. I felt a bit stuck with them. I like the style and they aren't sheer, but they should not smell like a chemistry experiment.

I have the Root Chakra pants in black and they aren't sheer either. In fact, I found the fabric to be closer to the older luon. Heavy enough and not cellulite revealing.

I'm pretty disgusted with everything that has been in the news. Christine Day needs to go. This is chance for LuLuLemon to turn their brand around and profit from mistakes. Show customers they listen to concerns and value doing the right thing to restore customer confidence. I would certainly shop their brand if they took the high rode, fired the "problem," improved item quality, and responsibly produced their products. How suspect is it that Christine Day cashed out her stocks right before this mess hit the media? She needs to be publicly fired. People like her are why consumers have to be constantly wary of where they shop. Behind the scenes, products and practices are not ethically sourced and applied. Meanwhile, consumers notice the decline in quality. When you buy a brand new pair of 98.00 pants that you expect to get a significant amount of wear out of and they smell like Mr. Wizard's laboratory, there is a big problem.

An even bigger problem is being told to "bend over" to allow a store employee to inspect your backside for fabric sheerness. I can't fathom what idiot would think this was an acceptable request. In the middle of a major recall and a company crisis, the last thing a company should do is act as though they have the right to ask customers to degrade themselves in order to return a defective a product. I understand we all need our jobs and we are living in an uncertain economy, but had I been the store employee who was told to inspect customer butts, I would have refused and let my manager know this is an issue of sexual harassment and if they wanted to challenge me on my refusal, I would have no problem consulting with outside authorities on my rights as an employee. Whoever the responsible party at LuLu is, why would you ever think sexually harassing customers is either a) legal, and/or b) good business practice?

I worked retail years ago and I can tell you that we took back almost all returns without giving customers the third degree. Once or twice my manager had to refuse a return because it was clearly an attempt to defraud the company, but upper management made it clear that we weren't in business to alienate customers and create bad buzz. I worked for a major chain clothing store and we would never have been told to inspect customers bodies in order to determine the legitimacy of a return request.

People have been complaining for a while on LuLu's site about the decline in quality. Things never needed to get this bad. I'm really embarrassed that I bought LuLuLemon clothing. I'm an instructor and I can tell LuLu first hand that as a teacher, clients often comment on my clothing and want to wear more flattering work out gear as they start to see the benefits of exercise on their bodies. Instructors can bring you a lot of business through word of mouth and right now, I can't say that I would recommend any of my students buy LuLu at the prices they ask per item. The quality does not reflect the high price tags.

Anonymous said...

I observed a patron having to bend over in a Northern California Lululemon store.

Shame on them for recalling a product then forcing customers to prove that the recalled product is defective. Just this year, Apple took back my 7 year old Nano because they recalled it and gave me a brand new one.

They've made what was already a bad situation into a PR nightmare. I hope mainstream media finds this story and publishes this information.

Anonymous said...

omg.. thank goodness this didn't happen to me today. I walked in to return my astro pants (ordered online - no chance to pre bend test) and no questions asked, the educator got on finding me a replacement. Thankfully, there were a pair of black non-affected astros in stock. After giving me a chance to down dog my heart out in the dressing room, I had them pinned for hemming and was out the door. Yay for enlightened educators with some sense ;)

Anonymous said...

Just thought i'd share this - so funny!

https://www.youtube.com/watch?v=oHzlCDkG8d0

-Anna

Anonymous said...

PLEASE LADIES , GROW UP , IT IS ONLY A MANUFACTURING ISSUE , NO F*CK IT , LET'S EXECUTE HER FOR HER ARROGANCE

Anonymous said...

I will focus on the future and hope,for nicer ,old style, quality.
That being said I was ever treated like that women's in the original post I'd never buy Lululemon again. I'm still a bit uncomfortable with it all lately. I just haven't found a suitable replacement.
Let's hope it's time for change. I love my new old recipe power Y's I just got.

Anonymous said...

I would also tell them to F*** Off if I was asked to bend over to check sheerness ! What a mess ! So disrespectful and very poor customer service. Just awful Lululemon. What a shame !

Anonymous said...

If this keeps up, it will be a SHAME and DISGRACE to wear Lululemon !

Anonymous said...

omgosh i'm going to send my husband in wearing mine...they can just go ahead and ask him to bend over and have a gander at his tush ( part of his hairy 270 Lb frame)

Anonymous said...

Has anyone considered that the problem might have already been fixed and that this is their return to old Lulu strategy? Perhaps they have boxes of the April line with best quality ever waiting for us to ravage once the word gets out. We are suckers, you know. Fantasy or devious nightmare?

Kay S. said...

I have to admit that I'm completely confused by the information that has been provided in the media for this "sheerness" recall.

Commenters/loyal customers first reported fabric quality and sheerness issues in mid-late 2011. This didn't just start as of March 1st which is apparently when LLL identified the faulty quality of their pants. Good grief, just look at the pant reviews on LLL website for the proof!

How is this only NOW being widely identified as a miss by this brand?

Anonymous said...

Lululemon is just passing the buck once again blaming the manufacturer. All of their clothes lately are either too sheer, too short or ill fitting and overpriced. Returns are a hassle you are treated like a criminal for returning.

Under Armour and Nike make good clothing, time to give them a chance. I am done wasting my money on Lululemon.

Anonymous said...

@LisaM at 7:21 I see what you did there... and I appreciate it! I LOVE PUNS!!!! So awesome. Every single sentence....

Anonymous said...

OMG IM SO TORN RIGHT
NOW! They are releasing the pop orange swiftly tank! So can I hope for a crb?!? My store just got the tank!

But I'm so dam angry over these quality issues! For craps sakes!

I might have to give in for the pop orange crb! But dang! Why you so dumb Lululemon! Like a bad x boyfriend just keep going back for more!

LuluAddict said...

@ Kay S. - after visiting my store today and not seeing any empty pant cubbies and black pairs in each style and size available I'm thinking Pantsgate is a bunch of BS and a way for lululemon to obfuscate the losses they are going to incur on the colored WUs and other styles that went straight to the outlet stores. The whole press release seems weird given the seemingly non-existent impact I observed in my store today. Maybe it'll affect the availability of black pants going forward for awhile but right now looks like a non-issue.

Anonymous said...

I am kinda sick of it also. we have been talking of sheerness for awhile. how could anyone NOT check the sheerness and return within the 14 day period. I just don't get it. Now Lulu will get people with buyers remorse or just wanting the latest style returning their pants that really do not have the issue. What to do...what to do

Anonymous said...

The last pair of crops I bought were the Deep Indigo Wunder Unders last year. The luon felt thinner and was much stretchier than any Lulu pants I had bought previously so that's when I stopped buying Lulu Luon pants. I haven't found a replacement yet, but I've got a dozen "old" Luon pants/crops that I'm babying until they begin releasing quality Luon again.

Anonymous said...

you can't not laugh at this...the whole thing is just such a farce in the grand scheme of life, but jimmy really nails it!
http://www.youtube.com/watch?feature=player_embedded&v=guYcnGKg9Z8

Anonymous said...

Costco sells 84% nylon and 16% spandex.Made in Canada $18.99

LisaM said...

I've been exposed!! ;)

Anonymous said...

I previously worked for lulu.

I left within the past year because they treat their employees the same way they've treated this issue. They also preach integrity, but management can do whatever they want. It was disgusting to work for a company that preached integrity and then doesn't show that they have it.

Look, I had some great experiences there, but overall, I would not recommend working there to anyone. There were so many recalls that you guys don't even know about. The distribution center would send things to the store and we would have to box it up and send it back before it even hit the floor (or sometimes, after being on the floor for 1 day) because of "quality issues." As someone who worked there and has seen behind the scenes, it's interesting to me that lulu is just now in the news for sheerness/quality issues.

Also as an educator I had a lot of women come in and return items. When they would complain about quality and ask why it's gone downhill, I would agree with them and say I was sorry. (We are not directed to agree with them, but I'm not going to lie like the company, because we all saw the issues so long ago.)

Needless to say, I haven't bought a thing since I quit working there because they don't have integrity. The brand makes me want to be sick because of all the things I saw there.

I can say I'm not too surprised an educator asked a woman to bend over. I am surprised they are still not addressing the real issues. NOT OK and I'm sorry for the lady who had to show her butt through her pants. As if going to a yoga class and showing your butt to everyone behind you isn't degrading enough?

Anonymous said...

No way this is true. Educators were told to take back all pants, no questions asked.

Anonymous said...

Does anyone know what happens to all of the returns? Are they just trashed, or sent back to head office for sale at the warehouse sales?

Anonymous said...

6:21 AM, that's crazy! I've never had a problem with hemming at mu local store in Canada. Have had a lot done for both CRB's and pants to shorten. Always great. Have also had CRB hem repaired occasionally and seriously never a question only an apology that it should never happen.

@ 7:41, gullible much? Rushing out to buy all the LLL luon you can when it comes back. IF there's any SPIN on this, aside from a real manufacturing problem, it is to get you to do EXACTLY that!! The days of stocking up for me are over! I have enough gear and it's going to stay that way. I may buy the odd CRB but I am done until they get their act together. That includes back to superior quality, classic and good looking designs (not a bunch of fugly stuff), a substantial improvement in customer service and return policy, and no dramatic wmtm price drops, oh, 2 days later. 2 weeks sure if the wmtm product is languishing, but not 2 days. That's the sneakiest move ever!

LuluAddict said...

@ anon 6:10 pm - I believe recalled stuff is incinerated unless they can recycle it some way.

Kathleen said...

While the girls at my home stores in So Cal are great ( love the FI, SCP and Glendale educators!) I have no problem seeing this happen at a less customer service centric store like the Walnut St in Philadelphia or Buckhead (Atlanta) stores. I have had nothing but unhelpful and downright insulting interactions in Philly - complete with educators arguing that "pig pink" was a current color way last fall when it obviously was not and someone telling me my bag with a manufacturing error that had only been released 2 weeks earlier and was purchased at a Lululemon store in SF was a fake. There are good stores and there are bad stores. Either way, I don't feel comfortable supporting lulu with the purchase of pants any time in the near future.

Anonymous said...

I am laughing at all of the nonsense here. You women buy and wear expensive trendy yoga pieces, hear about a recall then crap all over them and customer service. If the quality has been so bad for so long, why continue to buy? There are plenty of other clothing companies that are just as good, if not better. Try Zobha, there is no sheerness going on with any pants or shorts I have purchased and the prices are to my liking. Amazon and Altrec carry Zobha on sale often and will accept returns after 14 days.

Anonymous said...

How compliant are we (as a society) to a) ask someone to bend over and b) actually do it?

I think it's time to screw our heads back on people!

LuluAddict said...

@ anon 5:18 am - We didn't JUST start "crapping" all over lulu because of the recall. IF you were a regular reader of this blog or on their Facebook page you'd know that quality has been declining for a couple of years now. Lululemon used to have great quality, way above the great majority of their competitors, now they are merely as good as their competitors. We have a lot of brand loyalty and are waiting for them to turn it around. Zobha is pretty good, I'll give you that but they don't have run gear and their built in bras aren't as good. The fit of the tanks is a little off, too. Also, women who buy a prestige brand lulu like lululemon don't want a brand you can get on discount at TJ Maxx, where I've heard Zobha has been spotted. Also, Zobha doesn't have any stores so I can't bring in my purchase for repairs, if necessary. They also have near-zero value in the resale market. I can sell my old lulu for a really good percentage of what I paid for it. THAT is what keeps a lot of people still buying.

xtizzy said...

I am so comfortable with my body that I didn't think to argue NOT to bend over. I was hesitant and said "are you serious?" but I still did it. Being in a rush, stunned, hesitant, and having other more important things on my mind, I didn't think to argue that she could check my knees or legs until after I was back in my change room wondering WTF just happened.

I've been contacted by 2 reporters, one from Washington Post and one from Reuters, but have declined because my entire story is on the Lulu FB page.

I am still waiting for a response from the GEC.

I just want a refund and I wish my local store was more accommodating and knowledgeable. Pleasant staff but strict/dumb.

Anonymous said...

This is not the first time management publicly lied to investors and customers. On a conference call a few quarters ago the CFO explicitly blamed the weak new store performance on the late timing of new store openings in the quarter, when in fact if you look at the releases on their website the stores actually opened up fairly evenly through the quarter. Now they are blaming the recall issue on some poor Taiwanese vendor who manufactured exactly to their specifications instead of taking responsibility for their actions to save money on product and artificially inflate gross margins. All this company cares about is cashing in stock options and selling shares to idiot mutual fund investors that hang on their every word.

Anonymous said...

HA! for anyone interested... ROOTS just made a tongue in cheek, jab at Lululemon on their FB Page (ROOTS)...regarding their WU look alike pants. People on there saying how disappointed they are in Lulu!

Anonymous said...

As someone who works at lululemon, I can say that we were instructed by headquarters from day 1 to take back any luon pants purchased since March 1, NO QUESTIONS ASKED. Needless to say, I am boggled at the thought that some stores would handle it this way.

Deon said...

Don't feel sorry for her she's a grown woman if someone tells you to put on the item you're returning then bend over to find sheerness that's on her.When all she had to do was run her hand along the pants and hold it up to the light.

Don't mean to sound harsh,if she felt like a victim I,do apologize I,csn't help to wonder how many other women took part in that Bend Over Test.

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Ana T. Garcia said...

In regards to present day fashion, the fitness world has created a craze of certain items such as gym tank tops and yoga pants that are worn as casual wear by many people on a daily basis, whether they attend a gym or not.workout wear.

Jackson said...

The best way to cheer myself is shopping and traveling. Yesterday i bought lululemon discount cloths and i hope it will look good on me too. Loved the dress.