a letter to our guests



At lululemon, our most important relationship is with our communities and our guests. We recently learned some information about some product that arrived in our stores and we wanted you to know right away.

At the beginning of March, our stores and ecommerce site received some black luon women's bottoms that didn't meet our high standards. The materials used in construction were the same but the coverage was not, resulting in increased sheerness. We want you to Down Dog and Crow with confidence and we felt these pants didn't measure up.

We keenly listen to your feedback and it is paramount to us that you know we're listening. We are 100% committed to doing the right thing for our guests and living our standards. It is with these intentions in mind that we've pulled the affected product from our floors and website.

We are working with our supplier to replace this fabric and other manufacturers to replenish the affected core items as fast as we can. What that means is there will be a shortage of these styles in our stores and online until our new stock arrives. We are also in conversation with our manufacturing partner to understand what happened during the period this fabric was made.

We are committed to making things right so if you purchased product from our store or on our website and you think it is too sheer, we welcome you to return it for a full refund or exchange. If you have any questions please click here for more information, visit any of our stores or contact our Guest Education Centre at 1.877.263.9300.

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200 Comments »


Can you please publish a list of affected products so that people who are not familiar with the brand can know if their purchases may be included?

Thank you.

Comment by Lisa — March 18, 2013 @ 5:43 pm


Any mens affected?

Comment by Eric — March 18, 2013 @ 7:08 pm


Ummmm, okay, your pants have been sheer for months. Not just luon, luxtreme, ebb and flow, in the flow and any coloured material in general. Oh and what about the CRB’s and Power Y’s you just released last week that were made of polyester not luon? Oh and the practice freely tank that I returned 3 times because the material gets holes in it instantly. Almost forgot about my Studio Pants that the waistband rolls on top of itself after washing, returned 2 times. Yes and the CRB’s and wu don’t have the logo on both sides anymore even though they are supposed to be worn both ways. Hmmmmm, sheer luon eh? That’s the tip of the iceberg lulu.

Comment by Deanna — March 18, 2013 @ 9:23 pm


Great, you’re accepting the crappy black luon back, but what about all the sheer colors? Too little too late for this buyer!

Comment by lulu lover — March 19, 2013 @ 3:09 am


I write this out of love for lulu. I used to be a huge HUGE lulu fan.

But people have been writing about this for awhile now and it’s disappointing to read that they “recently” learned about it.

While they’re looking into this, I hope they also look into other quality problems other customers have been writing about for long time too. No Astro pants for me because of problems with pilling, camel toes, seams coming apart. No Game On boxer briefs for the boyfriend because guys have written about it falling apart after a few washes.

Couple the declining quality with crazy stripe/zig zag/floral designs and an unfriendly return policy, it’s been hard to justify the prices and stay a lulu fan.

Comment by Blu — March 19, 2013 @ 6:06 am


Might want to reconsider the “Show and Tell” marketing campaign for your yoga clothing, seriously.

Comment by John — March 19, 2013 @ 7:33 am


Thanks for your commitment to product quality.

Comment by Matt — March 19, 2013 @ 7:38 am


Thanks for your commitment to product quality

Comment by Matt — March 19, 2013 @ 7:39 am


I agree with the review above. The quality of your products has taken a substantial nose dive in the last year. It’s quite disgusting that this issue is being addressed only now and that you’re only allowing luon items to be returned that were purchased after March 1st. What about the cheap still pants I bought? You have lost a customer and I’m sure I won’t be the only one.

Comment by Boo — March 19, 2013 @ 8:42 am


LuLu,
Glad to see you are still committed to excellent products! I’ve been a long time customer and am still just as happy with every purchase as I was with my first. You are a great company, doing great things with style. Keep being awesome!

Comment by Joanna — March 19, 2013 @ 8:43 am


I have a skinny will pant with a black grey printed design that although is very busy.. is also completely see through when bending over. i received these as a christmas gift and had wanted them so badly that i never returned them. well its been months and have not worn them, they still have the tags on them. so are these included in the return any see through luon?

Thanks,

Leandra

Comment by Leandra — March 19, 2013 @ 8:48 am


I agree with Lisa, I think it would be beneficial if a list of affected products could be published.
Thank you!

Comment by Mel — March 19, 2013 @ 9:00 am


Yes, it would be nice if the letter included which specific product is being recalled. I purchased a pair of black wunder under run tights at the beginning of the year, and they turned out to be somewhat see-through. Also, I’ve been very disappointed in how the fabric has easily pilled and snagged.

Comment by Caryn — March 19, 2013 @ 9:01 am


It’s great that you made a statement about the sheerness that some buyers can experience with some of your pants. But I think you made a mistake in saying that the only pants affected were a select group of black luon ones. I guess you have not been reading the comments on your product pages, but EVERY pair of pants has at least a few comments on the declining quality of material. I went into my local Lulu store over the weekend, and walked out with no new crops, because every pair I tried on was sheer.
It is so sad to see a company that promotes itself as in touch with the needs of yogis, crosfitters, and other athletes can’t even put out a basic pair of pants for us to practice in. This issue is a growing trend in your clothes, and I really wish you’d show your loyal buyers that you’re actually listening and FIX the problem.

Comment by Heather — March 19, 2013 @ 9:24 am


Lulu – what styles are affected? Please post style names – not sure if the WunderUnders I bought a week ago are affected or not.

Comment by Jennifer — March 19, 2013 @ 10:52 am


You wait until your products hit the stores before determining if they meet your “high standards”?

Where was your Quality Control Department in all of this?

Comment by Mr. Sugarpants — March 19, 2013 @ 10:56 am


I have been a long time Lulu lover, and have watch the quality of the products Lulu makes go down hill as their popularity has grown. In the beginning, I didn’t even think twice about paying the prices, because the clothing was of great quality. I have hardly purchased anything from Lulu in the last year, because of the crappy quality of their fabrics. Every time I wanted new pants, I would complain to the store about them being see-through, and I was always met with “go up a size” as if it were my fault they were see-through. Even going up 2 sizes didn’t help.
The things that I have purchased in the last year (year and a half?) have fallen apart, and look old after the first wear/wash. I own around 60 CRB’s from long ago and they are still going strong….I will not buy a new one, because they are just crappy material.
This last weekend, I purchased my 10th pair of Wunder Under crops, I didn’t try them on because I own so many pairs, and have had very little problem with them. I wore this pair to Yoga last night and was totally embarrassed, they were completely see-through and thin. I am really upset about this, as they are not a cheap pair of pants!!
I am sad to see a company that I loved so much go so far downhill. What makes this even worse, is that Lulu is claiming that it is ONLY their Luon pants, but yet they wont let the public know which ones? We have to put in the time to check them all out……COME ON LULU!!!! YOU ARE BETTER THAN THIS!!!

Comment by K.B. — March 19, 2013 @ 11:37 am


Since the average sized American woman is a 14, and your sizes only go up to a 12 (which is listed as XL), maybe after your stock dropped this week, your bottom line might be helped by offering your products to a more realistic segment of society. It’s not just the petite skinny women who take yoga or similar classes. Get with the program, please. It’s very off-putting.

Comment by Nance — March 19, 2013 @ 11:43 am


you say you care – your clothes have always been sheer to the point of being see thru, so why the change of heart now. I had a pair of pants, returned them as soon as I saw the “sheer-ness” and have gone to Nike clothes. You lost a customer

Comment by Jan — March 19, 2013 @ 11:57 am


I would not be surprised that it all comes down to money. The bigger the company grows the more greedy they become. They start cutting corners behind consumers backs while maintaining the high cost of their product.

I started buying LuLu products 3 years ago. I still have the first pant I bought, in fact I wore them to the gym this morning. I also begun to think that something was different in comparison the the new lulu pant I bought just weeks ago.

It’s a shame, you have such a great following of people that are WILLING to spend their money on your expensive products. The least you can do is inspect EVERY SINGLE item that comes from your manufacturing facility, hell even performing a check through as these products are being made!

Show us some videos of your facilities and quality checks. Something to think about.

Comment by Marina — March 19, 2013 @ 12:29 pm


Hey Lisa, Mel and Caryn:

Thank you so much for reaching out – I understand your want for a complete list of styles. We asked our stores to test all the black luon bottoms they had on the floor to make sure everything we were making available to our guests met our standards. For our online guests, we don’t have the ability to do the test each piece one at a time like we do in stores. So, we’ve temporarily pulled any potentially affected styles off our ecommerce site so we can test each piece at our distribution centers. As we identify styles that meet our high standards, they will be added back to the inventory available online.

~Tess
GEC Online

Comment by GEC Online — March 19, 2013 @ 12:34 pm


When I was at the store at the Summit in Birmingham, Al in January, the sales woman was well aware of this problem and said that you just have to get a bigger size so that the fabric doesn’t stretch as much when you move, thereby making it less see-through (which is crazy because the pants don’t fit properly if you do this). I am glad to see these are being recalled although I think the quality control issues have been going on for a long time. All I can say is that sometimes you don’t get what you pay for…I hope they make the return easy when I take my pants back. I hope these manufacturing issues get resolved so Lulu can return to the high quality product it used to be…one that was worth the high dollar.

Comment by Jill — March 19, 2013 @ 1:13 pm


Too sheer! My trainer had to tell me! He made a point of always standing in front of me while I was doing squats etc. It’s embarrassing.
I’m from B.C. and I’ve been wearing your pants since the beginning. The quality has deteriorated while the styles have become cuter. Perhaps it’s time to go back to be the basics and worry less about the bottomline (a very healthy bottomline at that). Puns intended…

Comment by jennifer — March 19, 2013 @ 1:54 pm


Dear Lululemon, You were the topic of conversation at my girls night out this weekend. My friends and I agree that you have set the standard in workout clothes for the past decade. Your quality, durability and design (especially the miracle you perform on our backsides) are what justify the hefty pricetag in our minds. Unfortunately, we started swapping stories and realized that we have all recently experienced your poor quality. Personally, since the beginning of 2013, I have been frustrated with the new styles, as most are too short and too sheer! Lulu tops have always been cut perfectly but it seems now the only thing being cut is corners. I was actually relieved to see this posting (and the press in today’s paper) because I thought I was crazy when I wore my new In The Flow Crops yesterday and saw my skin through them! I have had to take back three different orders purchased online and I can honestly say, the in-store staff attitude hasn’t been great either. Listen Lululemon, we want to love you but you are disappointing us. Please get your act together. Love, a loyal but wavering group of devotees.

Comment by Sally — March 19, 2013 @ 1:56 pm


just great. I finally found a pair of yoga pants that fit me and makes me feel good.

Comment by kim — March 19, 2013 @ 2:28 pm


Hi Sally,
Sorry to hear you didn’t have a great experience with your return. Which local store did you head into? I’d like to follow-up with your local store directly and share this feedback. You can reach out to us at the GEC (1.877.263.9300) to share these details.
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — March 19, 2013 @ 2:39 pm


dear lulu – so you pulled what you had on the shelves at your stores – but listen to us now – what about what was already sold and now are in our closets. Why are you being so secretive about which EXACT styles are ‘too sheer’ – you need to be more forthcoming to say which exact styles are in this recall – I don’t want to guess and neither does anyone else. You are hiding something about your product quality, do you really care about your customers? If you do then you should be willing to release that information, so what is it going to be…

Jan

Comment by Jan — March 19, 2013 @ 2:56 pm


I have been buying lulu forever.

As an outdoor writer, I have written about you to an audience of several thousands, several times. Each time, I notified you, and received nothing in return. Not a thank you, but not (even) anything!

I kept on supporting and buying. The quality of clothing was worth it.

But, about a year ago, things seem to change. The quality seemed to be different, cheaper, somehow. Holes popped out of nowhere. Seams unraveled, the material seemed thin. Not only that, but styles seemed to gravitate towards the crowds that are shown to spend the most money, the mid drift loving, flat bellied teenagers.

Along with several others, I wrote not so favorable reviews. I was not the first. We went unheard and received no explanation nor response. I didn’t expect one. If you don’t respond to good publicity that I gave you freely, surely you wouldn’t respond to criticism, even if delivered gently, and with promised continued hope and support.

I’m a bit miffed, now.

Mostly, I’m losing my allegiance to the only brand of athletic wear I felt I had a personal relationship with.

And yes, as stated above, I, too, have noticed a change in attitude at the stores. It seems no matter what complaint someone walks in with, the customer is always wrong. There will be never, ever, ever be a return.

That’s not the way it should be, I heard.

You know, you could get away with that when your product could do no wrong. But… What now?

Jennie

Comment by Jennie — March 19, 2013 @ 4:03 pm


I don’t understand. The roots of the practice of Yoga is about sexuality. I would say this fits perfectly.

Comment by Confused — March 19, 2013 @ 4:36 pm


I got the Discover Crops in black back in November and they are totally seethru too! :( Bought them online so I’m not able to take them back now. Also, the Cool Racerback (light green with the dots) is even worse. I just bought it a few days ago and can’t even wear it. If I didn’t take the tag off to wear it and find out it was so seethru I would have returned that too…

Comment by Elizabeth — March 19, 2013 @ 4:46 pm


In the world of psychology, we have a term that we use to describe the habit of inferring blame for the cause of events or problems, and it’s called attribution. Let’s review now- the bleeding from the bright colors was either caused by the pH of your customer’s sweat or by poor washing techniques….you had a disclaimer about the sheer luon urging us to bend over in front of the mirror and buy a size up to avoid being see- through….now it’s your manufacturer’s fault?
This is truly hilarious. .

Comment by Linda — March 19, 2013 @ 4:49 pm


I can only imagine the frustration that I will face when I try to return my new black WU without a receipt. I was in store today and tried on every color of WU including the reversible. Every pair was see through. I made sure to wear striped underwear to see if I was getting coverage. And what did sales girl tell me? Hmm that is so strange, we haven’t had anyone complain or tell us of this issue. Lulu, please educate your salespeople. It is rude to your loyal customers to hear this. And going up a size doesn’t help. That is a ridiculous statement. We need to wear our proper size. This is more than the black WU. It is all of them.

Comment by 3beans — March 19, 2013 @ 5:01 pm


I have been a loyal Lululemon follower for years. I must say that your quality has gone down hill in more than just the pants. A lot of the clothing feels thin and cheap lately, and for the price it’s just ridiculous. I really wish you would go back to higher quality products with more fabric all the way around. So many tops, jackets, sweatshirts and hoodies run extremely short. These short tops, paired woth see through pants is not a look anyone is after. I used to have no problem coming in and finding all kinds of items I wanted to leave with. Now it’s rare I buy, or crave to own anything Lululemon. Your store seems to be catering to petite tweens and teens that don’t care about anything other than the label. Which is interesting (as others have mentioned), you have removed labels from one side of some of the reversible items! Get your act together please! I miss the old Lululemon…

Comment by Monmon — March 19, 2013 @ 5:03 pm


Hey Jan,
I really appreciate you taking the time to share your thoughts on this with us and I understand your concerns.The black bottoms that have temporarily been removed from our shelves were specific to a batch of product released at the start of March. We are reviewing them all now to ensure the styles we have available for our guests match the high standard you have come to expect of our product. When we have identified styles that meet our standard, they will be placed back onto our online store. Our stores have also done the same.

Our guests mean a lot to us and we want you to feel confident in every piece you make your own. If you are feeling unsure about a style you have bought before March, we would be more than happy to chat with you about them and work on a resolution that leaves you feeling confident. You can either take the item into your local store, or if that isn’t convenient for you, we would be happy to help you out at the Guest Education Centre. Our contact number 1.877.263.9300

~Jenna

Comment by lululemon athletica GEC — March 19, 2013 @ 5:13 pm


Sorry lulu…but we are breaking up. It’s you, not me. I have had time to do some research on you today…about your CEO, your business practices and the decline in quality since you became a publicly traded company. I have also had the pleasure of dealing with the rude educators in your stores. When your “new” product is reintroduced, I can’t trust that it wont be the same items you recalled.

Comment by bdcs — March 19, 2013 @ 5:55 pm


Hey Elizabeth,
It always best to try on a product and move around in it before committing to it and taking the tags off. This will give you a great idea of if the product is going to suit your needs for when you are taking on your sweaty pursuits. As you are unhappy with your crops, I would encourage you to take them into your local store and chat with one of our educators about it. They’d be happy to listen to your experience, offer some suggestions and potential work on a resolution for you if needed. If you aren’t close to a store, give us a call at the Guest Education Centre. Our number is 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — March 19, 2013 @ 6:01 pm


Hey 3Beans,
I appreciate you sharing this with us. We have been in conversations with our stores about the batch of product that was potentially impacted and they are in the process of testing all of the styles like we are for our online store. If you’d like to chat about the experience more so we can then follow up with that particular location, give us a call at the Guest Education Centre- 1.877.263.9300. In terms of returning your pair of Wunder Unders, having the receipt is helpful for us, however is not necessary in this case. So there should be no issues with returning them.
~Jenna

Comment by lululemon athletica GEC — March 19, 2013 @ 6:04 pm


Lululemon team,

As an avid fitness fan I would also agree with the fellow reviewers in that the Lulu brand we’ve come to know and love has lost focus on product quality. I’ve noticed my most recent running crops purchased in September were thinner and shorter than the pairs I bought the year before. It is disappointing when you invest $90 a pair!

As a business professional, I understand complex supply chains and product sourcing. While many companies face adversity such as this, you have one opportunity to overcome it. Please make it right and create a long lasting brand! I’d love to experience your “new” high quality clothing in the near future.

Comment by Laura — March 19, 2013 @ 6:33 pm


Sorry lulu, poor quality is never in style. The fad is over. I am finding a better option.

Comment by Jenna — March 19, 2013 @ 6:47 pm


There are a lot of really great yoga clothing brands out there (kiragrace, hard tail, teeki, rogiani, beyond yoga, tonic…to name a few) but I’ve always said lulu is still the best. Sadly it looks like the quality has suffered and like another commenter said, I can’t justify the cost when the product is not acceptable (sheer fabric, pilling, triangle gusset- bring back the diamond!!) Time to shop elsewhere ladies. It’s a sad day for what used to be loyal lulu lovers. :(

Comment by Lindsay — March 19, 2013 @ 7:08 pm


I, as have most other loyal Lululemon customers, have noticed a stark decline in product quality over the past year. So, imagine my surprise as I was sitting in a college class today and received an e-mail from my friend about the Lululemon product recalls. I looked at my pants and, low and behold, was wearing a sheer black pair of Lululemon longer crops I received in the mail roughly March 2nd. I have always trusted Lululemon to hold itself accountable for its product quality. I purchased multiple pairs of these pants because I appreciate and count on Lululemon’s warnings when a product may be sheer. These did not have that warning. As an economics major on the brink of graduation, loyal Lululemon customer, and a college student who literally lives in Lululemon and shops there weekly, I am greatly disappointed in Lululemon. As the supply of high quality yoga pants have increased, it amazes me that Lululemon has maintained its high pricing while selling products of decreasing quality and facing greater competition. Lululemon owes its affected customers more than a potential refund for potentially recalled products. A list of affected products should have been immediately posted. The comments of your customers may not mean much, however, Lululemon no longer holds a unique niche in the market for high quality yoga and workout clothing. If this company, which has served it’s customers with high quality products in the past, does not find a better solution to remedy this situation and improve product quality, this amazing and innovative company is doomed. Lastly, the March 18 2013 press release states: “Guests who purchased black Luon pants after March 1st, either online or in stores, and believe they have affected product are welcome to return the product for a full refund or exchange. Please contact our Guest Education Center at 1-877-263-9300 with questions as to how to return items purchased through our e-commerce site.” Due to Lululemon’s inconsistency in releasing products it is not fair to set a date as strict as March 1st. Many items are released online and in stores at different times. The lack of information provided about the recalled products, Lululemon’s failure to adequately deal with the situation, and the low quality of recent products are all unacceptable. Good luck to Lululemon in the future, I hope you will remedy these problems and survive in this highly competitive market.

Comment by Jill — March 19, 2013 @ 7:25 pm


Ever since your products haven’t been made in Vancouver, there has been a dramatic decrease in quality. I have an original Scuba type jacket, original groove pants and pair of socks, all of which I still wear because of the great quality. I can’t say the same for my “newer” gear. I have a pair of WU crops that have pilled after 2 washings (washed alone in cold, hung to dry), 4 Swiftly Tech racerbacks that snagged the first time I wore them, CRB that are pilled after a few washings (also washed alone), the list goes on. The past few years have been disappointing, but this past year has been the icing on the cake.

I read another “Guest” wanted to return “transparent” pants, and she was asked to bend over so the educator could assess the sheerness. Seriously? Sorry Lulu, I’m done. So disappointed.

Comment by Char — March 19, 2013 @ 7:38 pm


I was a huge Lulu fan, until recently. I’ve gone into my local store twice in the last few months and come out empty. Why? The pants feel thin and cheap. And don’t get me started on the new grooves. Back to Nike and Under Armor I go. At least I will pay 1/2 the price of Lulu for the same quality.

Comment by cf — March 19, 2013 @ 8:22 pm


This is no surprise regarding the ultra thin fabric of the pants. Even though I live in work out clothes, I stopped purchasing Lululemon over a year ago, as I noticed the quality in all things going down hill. The fabrics really are bad. I sold the things I could not return ( always hated that stupid two week limit on returns, I mean come on!!! how about 30 days?) I think they are doing what most companies do- find the cheapest way to mass produce. I’ll bet they are still posting huge profits. Shame on them. I find better stuff at Target!!!

Comment by Tara Jeffery — March 19, 2013 @ 8:37 pm


I had been wanting to buy Lulu for a longtime, but had a hard time justifying the price tag – finally I just gave in. I bought my first pair of wunder unders last february and the quality was incredible and they are still great. No pilling, CT, not see through at all. Since then i’ve made many more Lulu purchases and have been disappointed with everyone of them. All my luon is see through, the seams are poorly constructed, and the fabric feels TOTALLY different than my first pair of WUs. My forme jacket shouldn’t be see through. If you have customers who are willing to shell out thousands of dollars on your products, make them worth it. Finally addressing this issue after months and months of complaints is absurd and disrespectful to your customers.

If you aren’t going to fix the problems, at least fix your return policy.

Comment by EP — March 19, 2013 @ 9:17 pm


Hello I just received a pair of black full length wunder unders in the mail a few days ago. Are these a pair of pants that are affected by the recall? I have only worn them once and didn’t really notice a problem but I was not sure if I should return them for a different pair if the material is too thin.

Comment by Sarah Anne — March 19, 2013 @ 11:37 pm


It made me sad to read you were pulling hundreds of pairs of already-made pants out of your stores. Mother Earth paid dearly for those products (useage of water, dyes, fuel for transportation etc). I would hope you at the very least give the not wanted clothing to homeless shelters or something for the poor to wear as long underwear. Or sell them for 50% off in your stores as long underwear…But DON’T throw them out. Bad for the environment. You really need to have some women who wear their brightest underwear and then put your pants on top and roll around the floor in twisty-yoga-poses and then watch to see if the pants are see-through BEFORE ordering up thousands of them at Mother Earth’s expense.

Comment by Earth Mandalla — March 20, 2013 @ 12:49 am


I have several lulu items from years ago and they are holding up well. However, I have not bought anything for the past year and a half due to quality issues and style.I would LOVE to come back and buy some high quality items, but, for now, I will look elsewhere. (I am also disappointed that you discontinued the Define jacket.)

Comment by Tiffany — March 20, 2013 @ 2:40 am


I used to be a proud buyer and ‘wearer’ of Lululemon until about 2 years ago when I started to notice that the quality was declining while the prices were not. In fact, I would say that in the last year, the poor quality has been much more evident – but in some cases, prices have increased for certain products. If I look at a pair of Groove pants I bought a few years ago and compare them with what you’re currently producing, there is a BIG difference between the quality of the fabrics that were used. There has also been feedback about dye running with some of your colors as well as the lousy ‘build’ with various items in the last year so this doesn’t inspire confidence.

In any case, if you are publicly professing your commitment to quality as well as claiming to ‘hear’ your clients, then hear this: we won’t pay more for less. Go back to using quality fabrics and vendors and your sales will likely increase.

Comment by AnnieDoll — March 20, 2013 @ 5:25 am


I have noticed that the sheerness of your yoga pants in ALL colors has been a problem for close to 1 year. Surely you know this given that review after review on your website points ths out. Why the announcement that you are pulling one color of pants now when the problem is more wide reaching? Suspicious and disappointing.

Comment by Colleen — March 20, 2013 @ 5:34 am


most of my lulu pants are pilling.. is this something covered in the full refund as well? my older pants do not pill but the ones i have purchased recently and semi recently all pill.. even my jackets

Comment by jessica — March 20, 2013 @ 6:49 am


You should know you have a problem when over and over and over your customers tell you how much they love and still wear 5-10 year old pants but cannot wear 1-2 year old styles.

Get back to your roots, your quality, and original styles. Please!!!!! Your customers will come back.

Comment by Nik — March 20, 2013 @ 8:02 am


After reading all of theses comments I could not agree more. I only buy Lulu and have been extremely surprised in the change of quality…tanks and pants especially. I workout everyday and my clothing is as important as the exercises I am doing. I do not like to have to be worried that people can see thru my tanks and pants. I also noticed that things are piling and fading so much faster then my old lulu clothes. Unfortunalely, I have NOT have had good customer service at the store I shop at. And though I am closest to this store my friends and I go out of are way to shop at a diffent one, not good! Your prices have increased and your quality has lessed I really hope that this changes bc so many of us women love what your products use to be. I would really hate to have to start shopping somewhere else. I want the old lulu back.

Comment by Lisa — March 20, 2013 @ 8:17 am


There is no excuse for this. Lulu should have someone on site at the manufacturer and should have sufficient QC in place so that these things are discovered before they hit the consumer.

Comment by Nicci — March 20, 2013 @ 8:34 am


I have been a fan of Lulu for years, and have a collection of several highly functional pieces.

Over the past year, there has been a substantial decline in product quality. In February, I purchased two cropped reversible pants in black and noticed that the fabric was quite thin. When I mentioned that the fabric was sheer, the associate told me that I should go up a size. I wear a size 6, and that was not the issue.

I called the corporate office to express concern about the lack of quality, rolling waistbands, non-diamond gusset,sheerness, and they were polite but seemed quite surprised by my comments.

It’s about time that the company owned up to these issues due to poor fabrication and quality of merchandise, and most of all taking good customers for granted.

Comment by LKW — March 20, 2013 @ 9:00 am


Are the presence pants part of the recall ? I purchased them last week on March 13th ???? I noticed they are no longer on the website .

Comment by Lori — March 20, 2013 @ 9:04 am


I purchased a pair of WUC back in January, to replace my beloved WUC from 2006 that only recently had developed a hole in the seam. When I purchased them the educator at my store told me to size up to avoid the sheerness I was seeing in the fitting room. She explained that a larger size would avoid the fabric from stretching out as much when I moved. I believed her and ended up going with the larger size than I normally wear in lulu clothing.

I wore my crops only twice before throwing them into my closet never to be worn again. They are much too sheer for me! Try to do a downward dog pose in them? Yeah right! I can barely stand up straight in them without everyone seeing my undies through them. This is beyond embarrassing as others have commented.

I am extremely disappointed to see that I am unable to return my pants as they were purchased before the March 1st deadline, despite the fact that I am having the same problem with sheerness. I am also very disappointed and feel like I wasted $80 on crops that I cannot wear because they are completely see through.

Comment by allison — March 20, 2013 @ 9:32 am


Hey Lori,
The styles affected were made with our black luon fabric. The Presence Pant were made in this colour-way so they have been removed from our website so that we can test them. If you’re noticing any issues with your pair, simply pop into your local store or reach out to us at the Guest Education Centre – 1.877.263.9300 opt 2 – and we can set you up with a return.
~Tess

Comment by lululemon athletica GEC — March 20, 2013 @ 9:34 am


I love lululemon. I must agree that the quality of some of the products have declined. For example- the new luon lite power Y has zero support and is absolutely see through. That being said, I’ve bought several other colored wunder unders, including the reversibles, and am very happy. I’ve given feedback to the educators at my store- whom I love! They are friendly, helpful, and truly listen. (San Antonio Quarry Market is the BEST!!) I also LOVE the MAT- there is simply no other mat that compares.I own a yoga studio and recommend your brand to everyone. My suggestion would be to actually listen to the feedback from your local stores- get rid of luon lite and send your educators to the yoga studios to educate people on what Lulu is going to do to improve the quality.
Peace, Love, and Yoga.

Comment by Kimberly — March 20, 2013 @ 9:39 am


Hey There,

Thanks for reaching out about this, I can hear how concerned you are. We have a process to take care of product that doesn’t meet our quality standards and will be working to ensure that these products are recycled and managed accordingly as well. Once we have received all the affected luon, we will be able to make an informed decision on the best way to reduce the impact of this batch. If you have further questions or concerns, feel free to reach out to us at gec@lululemon.com or 1.877.263.9300 opt 2.
~Tess

Comment by lululemon athletica GEC — March 20, 2013 @ 9:54 am


Hey Jessica,

If you’re experiencing any type of issue, bring in your pants to your nearest store so that they can help you out. You feeling great in your gear is important to us and we always want to make it right for you. Thanks for reaching out.

~Tess

Comment by lululemon athletica GEC — March 20, 2013 @ 10:14 am


Lululemon please do not insult your customers further by announcing that the quality issue is a recent development! Your company has been well aware of its diminishing standards for a long while. This is more than evident in your own disclaimer listed on the website with regard to the “sheerness” of your products which have been posted publicly for months. As a yoga practitioner, instructor and shareholder in your company I’ve witnessed the exponential decay of a direct to customer company that has given into greed and commercialism instead of upholding its integrity and promise of producing a real quality product. I first purchased items from your company when stores were not even an idea and the very first showrooms in SF and NYC were just being put into place. A couple of years ago sadly Lululemon opted to no longer produce quality merchandise in Canada and instead sold out for the lesser quality mass production lines in the Asian markets. I’ve become even more disenchanted with the brand following the realisation that one can no longer walk into your stores without listening to a robotic sales associate harass it’s customers to no end with a drilled in sound bites of how “________ is so Awesome and they love it” regardless of whether it be the latest Luon creation or a simple t-shirt. FYI, customers are not concerned with listening to trite fabricated statements from your sales team. Furthermore, customers are even less concerned with listening to your associates go on about themselves and how they are completing their teacher training or they are teachers themselves and studied with so and so! Many folks out there still practice yoga as a personal practice and do not see it as a competition or a vehicle for self-promotion. I really hope your company actually listens to the sentiment expressed by so many over the last few years and statements following this public debacle. I truly hope Lululemon takes this as an opportunity to rethink and restructure! Until then, this former customer and investor will opt to dump her stock and seek out better options with a true commitment to its patrons and products.

Comment by Susana — March 20, 2013 @ 11:16 am


I feel like a broken record on this subject, but: Lululemon needs to realize that the decline in quality is NOT limited to black luon — unless, of course, there was a batch of black luon that was measurably worse than what else was on the shelves. Of the past dozen LLL purchases I’ve made, I’ve had to return 3/4 for quality reasons. The dye ran, the seams came apart, the fabric looked destroyed after having been gently worn for one or two wearings. And I haven’t purchased anything luon for almost a year. The difference between “old” LLL items and the new fabrics coming out is shocking. Running shirts show signs of fabric decline _on the racks_. I just wore my bought-on-clearance Run: Bundle Up Jacket TWICE and the fabric is disintegrating on the elbows. Meanwhile, a running jacket I bought in 2005 is still immaculate.

Cutting quality and ruining iconic designs (Scuba hoodie “stretch” anybody??) means that you are alienating your core clientele. When the trendiness of your brand wears off, you will find that those of us who would have endured the boom-bust of popularity are gone.

Plus, I mean, for Canadians, there was a sense of pride in wearing clothes that had been designed (and manufactured) in Canada, by Canadians. You used to make clothes that understood us, with warm hoods and thick fabrics and which were really excellently designed for high-level athletic pursuits. Not any more.

Comment by J. — March 20, 2013 @ 11:51 am


As a relative Lulu newbie I’ve read and heard all these declining quality comments for the last year (plus). I’m sad to have gotten on the bandwagon late, and jumped off (in relative terms) early. Where I was buying exclusively Lulu for awhile, I’m reluctantly seeking other brands. I’ve had numerous items fall apart. I’ve always received courteous treatment re return: they’ve never questioned me and given me new product 100% of the time. Problem is, sometimes I don’t want a new item – I want the one I got to last. I hear that used to be deriguer. Now, I expect to treat all items with kid gloves and probably have pilling and seam blowout anyway (like, on the first wear before washing – and yes, I have the correct size). I repaired one pair of running pants rather than return them. I guess I am indeed the idiot. Hope you get your act together Lulu. People have been grousing about your entire line for well over a year. This may be brilliant PR re the Wunder Unders, but you are losing customers. Even slow learners like me are catching on. I’m buying less, and eventually may wise up and go away altogether. I came on the website to purchase something and am now hesitating. :(

Comment by Abby — March 20, 2013 @ 12:24 pm


It would be great if you could list the pants. I don’t have the time to make a trip to the store if mine are not pairs that are affected. I also would rather not take the time to call. A list on the website would be great. I noticed the Wunder Under Astro crops are not on the website. Are they affected? I bought a few of those in January…they were my first time buying that style so I don’t know how they were before. I have groove pants from years ago and they do seem thicker and much higher quality. Thanks!

Comment by Laura — March 20, 2013 @ 12:40 pm


I am so glad to read that I am not the only one feeling incredible disappointment about Lululemon’s dive in quality over the past couple of years. I too used to walk into a store and leave with bags and bags full of gear. The last two years of visiting your stores has resulted in zero sales – with the unfortunate exception of some luon crops. They pilled after two washes, but I guess in light of recent disclosures, that should be the least of my concern. (By the way Lulu, your luon pants have been see-through for MUCH longer than this March – it has been a running joke at my gym since last year).

I purchased my first Lulu clothes on a store on Queen St in Toronto (I believe that was your first store outside of Vancouver?)about 10 years ago now (if not more) – and I still have these clothes today. They still look new! Now, we are paying through the nose for crap. Thin, shiny, cheap unflattering material.

Sorry Lulu – but until you go back to your roots, I won’t be shopping at your store again.

I hope things change and we can be friends again some day….

Comment by jenn — March 20, 2013 @ 12:50 pm


I’m nodding my head to all of this feedback from fellow Lulu wearers.

Don’t tell me to go up a size; don’t sell a half-a$$ product and charge full price for it; don’t be daft about the poor quality that has been produced since you opted to manufacture overseas.

My undies or bits should not be on display when I bend over in ANY pant or crop or short you sell. Period.

Your recall should encompass anyone’s bottoms who have been exposed in the last year as a result of your sub-standard production change – not just those since March 1 as this has, clearly, been an ongoing epidemic.

Check yourself into manufacturing rehab, find yourself again, and redeem yourself.

When you’re ready, I’ll meet you on the sweaty side of the mat again.

Comment by Deona — March 20, 2013 @ 1:44 pm


Your colors/patterned fabric has been sheer for at least a year. I hope this fiasco causes you recommit to quality rather than profit.

Comment by monica — March 20, 2013 @ 1:48 pm


I too like many others feel the quality has gone way down. Back in January I purchased the straight to the studio pant and after one wearing they no longer fit properly and had no support. I posted a review and noticed several other posts in that time frame that complained about fit/quality which may indicate a bad online batch. I will not wear them anymore and that is a sin since they cost $98. These pants do not measure up to quality and fit of all my prior purchases. I called GEC today in light of this latest announcement and was told it only applied to pants purchases after march 1 which I find interesting. How can lululemon know it was only pants purchased after 3/1? The GEC was not very helpful. I have not purchased ant lululemons since January and I am very apprehensive about buying any other items due to all these quality issues being uncovered and lulu’s head in the sand approach in addressing these customer concerns. It makes me very sad as I was such a devotee of lululemon :-(

Comment by Jean mellano — March 20, 2013 @ 2:18 pm


Hey Sarah,
Thanks for reaching out. To ensure we were offering our guests product that is of the high quality you have come to expect from us, we removed any potentially affected style from the site and our stores- specifically, any form-fitting black luon pants that were released at the start of March. Currently, we are assessing all of these styles and as we identify styles that do meet our high standards, they will be added back onto the website and our stores. If you are finding that the pants you recently received are not offering the level of coverage you expect from our gear, we would be more than happy to set up a return for you either through your local store or at the Guest Education Centre – 1.877.263.9300. We want you to feel confident in the product, so if you are feeling unsure or would like to discuss it further, feel free to get int ouch with us.
~Jenna

Comment by lululemon athletica GEC — March 20, 2013 @ 2:35 pm


Hey Allison,
Thanks for sharing your experience with us. While this does specifically relate to new items that arrived on our floors and online store at the start of March, we are more than happy to chat with you about items from earlier on as well. Your local store can help you out, or if you don’t have one close by, we can assist you through the Guest Education Centre. Our number is 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — March 20, 2013 @ 2:38 pm


Hey Laura,
Thanks for your questions. So the styles potentially impacted were only form-fitting black luon styles that were released at the beginning of March, so within the last 2 weeks or so. As the Astro Wunder Under Crops you purchased were from January, these ones are not included in the products we are currently assessing. If you are feeling like the ones you have are not providing you the level of coverage you require for taking on your sweaty pursuits, we are more than happy to chat about your experience with them and work with you to create a solution if required.
~Jenna

Comment by lululemon athletica GEC — March 20, 2013 @ 2:49 pm


Hey Jean,
Thanks for sharing your experience with us. The products that this blog is specifically referring to are form-fitting black luon pants released in the month of March, with the issues being around the amount of coverage they provided. Some of the pants were made with a batch of luon that did not meet our quality standards and we have determined that certain shipments of product received from our factories and available in store on March 1st do not meet our technical specifications.
~Jenna

Comment by lululemon athletica GEC — March 20, 2013 @ 4:38 pm


Jenna,
“Form fitting black luon styles that were released at the beginning of March” Does this mean NEW styles of pants that were just released or just a new BATCH of some of the classic style pants……
Please clarify..
I purchased Wunder Under Crop 4 days ago but I see they are still on your website.

Comment by Ashley — March 20, 2013 @ 4:43 pm


If you look at the comments in this blog, it is not just a quality problem with a subset of products after march 1. It is a shame lululemon is still putting their head in the sand and not acknowledging die hard customer complaints related to ongoing quality issues with many of the products.

Comment by Jean mellano — March 20, 2013 @ 5:07 pm


Great call out, Ashley. The products potentially impacted were any styles of fitted black luon bottoms that were released within this time frame. So yes, we are assessing new styles we saw for the first time, as well new batches of core styles. If the Wunder Unders you recently purchased are mostly black and we only saw their release within the last two weeks, they would be included in the ones we are currently assessing to ensure they meet our standards of quality. What I would recommend doing is trying them, moving around, doing some down dogs to see how they perform while on. And, if they are not giving you the amount of coverage you need, bring them back into us or give us a call at the Guest Education Centre (1.877.263.9300) and we will happily return them for you, no questions asked.
~Jenna

Comment by lululemon athletica GEC — March 20, 2013 @ 5:34 pm


Again and again, if you look at the comments in the blog and the customer reviews you will see that the quality issues are not just since March 1st, 2013. I have not bought certain things in over a year. You have changed my favorite products with inferior fabrics and the styles of tops today look like pajama tops. However, if you check my account I am still a loyal customer but I would be a better customer and I am losing my patience. I hate most that Lululemon will not man up to the quality issues and respect their extremely loyal customer base. Even Starbucks gives perks to their customers especially if Starbucks messes up.

Comment by Sally Turnipseed — March 20, 2013 @ 7:18 pm


After reading all these comments and the responses from Lulu I have had a similar experience in some sense. I purchased a pair of black wunderunder pants online last Friday so yes, they are part of the recall. After reading all the stories online I was nervous to try them on. The good news is the sheerness isn’t as bad as I expected. It isn’t like the world can see every stitch in your underwear, I probably wouldn’t have noticed unless I was looking in the mirror from a foot away. When stretched the sheerness is noticable, especially around the seams. What I am more disappointed with is the durability and quality of fabric. I bought these as a replacement pair for my current wunderunders, I am a competitive figure skater and wear them on the ice for training. I’ve had my current pair for over four years and that fabric feels thicker than the new pair. Apart from some pilling (which I expect after 100+ washes and what I’ve put them through) I still love my pair from four years ago, that’s why I forked over $90 for a new pair. The thinness was instantly noticeable as well as the gusset is now triangle shaped and not double lined (I much prefer the old diamond gusset) which makes it feel like the seam may go sooner rather than later. I’m still not sure if I will return them, but I am definitely going to shop around this weekend and compare other brands. I’m really disappointed because lulu used to mean quality. I expect some changes over five years in product design, but they should make the product better. Unfortunately, I don’t think this is the case, and I really wish I could go back in time and buy the pants from four years ago :(

Comment by Stephanie — March 20, 2013 @ 8:31 pm


How about Inkwell? I saw that some inkwell bottoms were pulled from the website and listed under GEC returns, including inkwell Invert Crops, which I believe we’re released about that time (and I recently purchased).

Comment by G — March 20, 2013 @ 11:21 pm


agree with all the ladies – i recently purchased SIX pairs of pants in your store and would prefer to skip the at-home/in-class test of see-through or not? could you PLEASE publish a list of the specific models that were impacted/pulled from your store? that would help us hugely!!

Comment by Diana — March 21, 2013 @ 12:21 am


What a wonderful statement and commitment to quality. Well said! The quality of your products is a HUGE reason we are all customers. Keep up the good work.

Comment by Kristina — March 21, 2013 @ 9:46 am


Thanks for finally recognizing that your pants are too sheer. I’ve been a Lulu fan from the time the first store opened in Toronto and I still have pants and tops from that time. Over recent years I’ve commented to sales clerks numerous times that the quality of the Luon had decreased and that it was too thin. I, like many others to comment here, was told by sales clerks to go up a size. I usually wear 6, so I went to 8 – still too sheer – so now a 10 and a fitted pant becomes a baggy pant so I didn’t buy.

Since then, in the last 9 months I’ve received 2 pairs of Lulu yoga pants (one Luon, one not) as gifts – both are too sheer, so the issue is an ongoing one that your sales staff has just not been sharing with you, not something that just showed up this month.

Women have even talked about the declining quality and sheerness of your pants at my gym so we weren’t surprised when this came out in the news. Please go back to the original fabric from your early days – 10 year old pants are still going strong and not at all transparent. Your fit and cut options for pants are great, you just need to put the better quality fabric back into your pants.

Comment by Fawn — March 21, 2013 @ 9:57 am


Hi G and Diana,
We are in the process of auditing styles so we don’t have a list of styles however black luon specific bottoms were affected. If you feel your bottoms don’t fall into this category but are concerned with the sheerness of them, please reach out to your local store or the GEC (1.877.263.9300) to get into conversation about these concerns.
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — March 21, 2013 @ 10:00 am


I agree with a number of the comments. I’ve noticed over the last few months that the last few purchases of bottoms (crops and full length) have been sheer. What of those? I just noticed that my black swan colored wonder unders are sheer. as are another pair of crops. Can’t remember the name but they are for running, but would like to know that I have excellent coverage for stretching. I love lulu and don’t mind the high cost, but I’m expecting quality products that have the full coverage.

Comment by Caroline — March 21, 2013 @ 10:06 am


I’ve been a hard core Lululemon fan for about 3 years now and the reason I have beeen ok with spending a lot of money on your products was because of the fantastic quality of the product. Unfortunately, over the last 6 months, there has been a lot of cutting corners with the product quality. I’m glad I’m not the only one upset about it because people need to complain if we want change. First I noticed how thin the shirts were getting and then you changed your scuba hoodies which infuriated me. A lot of us complained about the cheapness of the new scubas and it was great to see that you listened to your customers and you relined the hoods but it’s still much too expensive for how thin and shapeless it is. I’ve been very lucky that I haven’t had any issues with my newer items ripping, pilling or being see through (Uba Hoodie, Astro pants). But after this whole see through pants fiasco, I am fed up and I will not buy anything else from your company until you clean up your act and bring back quality. I can still get never-used older Lulu pieces from Ebay that I know will last so I will stick to that and give my money to individual people instead of your company.

Comment by Sheila — March 21, 2013 @ 10:54 am


I am also experiencing pilling in my pants/jackets.. if I bring them into my nearest lulu will a full refund be issued?

Comment by amy — March 21, 2013 @ 4:20 pm


If you have been listening to the lulu lovers community then you should know that everyone has seen a decrease in the quality of your brand. How do you explain the new, completely sheer polyester crb’s? Is that what we can expect now? Everything that has come back in to circulation and been degraded in quality in one way or another! Rumor has it that the NLT is not being made for a while and when it comes back will be a changed, (probably shorter) lesser product. I would rather buy old, used lulu product on eBay and lulu exchange for more than they were bought just to have the old quality!

Comment by Tara — March 21, 2013 @ 6:01 pm


As long as we are talking about quality, I would like to talk about the Define jacket. I own 6 or 7 define jackets and love them. I recently went up to your university store in Seattle to buy one for my daughters birthday and found out you no longer make the define. You now make a jacket called the FORME jacket. It is not the same it is a CHEEP version of the define. It is a thin Cheep material, it is not vented and is just NOT QUALITY. What happened to you? Did you sell to an asian chain store? Why has your quality slipped so much? You got us hooked on your quality yoga apperal done with a style. This is not the time to spare the quality for bigger profits. You have many competitors nipping at your toes. Go back to what works and show us (your loyal customers) that we matter and you have pride in your BRAND! Yours Rose Cowan

Comment by Rosde — March 21, 2013 @ 6:04 pm


This problem did not start in March. I have gone in numerous times to try on pants in your store as I do love the waistband on your pants. I have not been able purchase a pair as every style I tried over the past year has been too sheer. They always said to just go up a size, but then they were too big. I think you are insulting your customers by just acknowledging it now and pretending it’s a new problem. The issue has been in the comments section of the products for a very long time.

Comment by Laura — March 22, 2013 @ 9:05 am


I have a number of lulu pieces that I have worn the crap out of and, if I might throw my voice into the mix, I have never been anything but happy with them. A couple of years ago some of the stitching came out of the pocket in a pair of crops, I took them back to the store a month later (after having worn them out and about) and they happily exchanged them, no questions asked. That is why I shop Lulu, and will continue to do so. These things happen, life is full of mistakes. I see this as an opportunity for Lulu to become better, and to realize the extent to which we are all cheering for the brand.

Comment by Kirsten — March 22, 2013 @ 10:02 am


Hey Amy,

We’re always happy to take a look at any potential quality concern or something that you’re not happy with. You can either bring them into the store nearest to you or give us a call here at the Guest Education Centre – 1.877.263.9300 opt 2. Thanks for reaching out and we’ll talk soon!

~Tess

Comment by lululemon athletica GEC — March 22, 2013 @ 10:09 am


I agree with Susana’s comment 100%. And Lulu, do you realize–in this comment stream, the rare positive comments look planted?

I thought it was just me over the past year, but I am gratified to know that many core Lulu customers have felt the decline in quality and style. My favorite Lulu items are my purchases from years back; I’ve been so disappointed in my (relatively few) purchases this past year.

And maybe this is just me, but I really hate being called a “guest.” Guests do not pay for things, but customers do. It’s okay, just call us customers. We know how stores work.

Off to try some other yoga wear lines! I’m sure I’ll hear if your company does finally get its act together and decides to commit to quality manufacturing and superior styling again.

Until then!

Comment by Sarina — March 22, 2013 @ 11:50 am


Really disappointed with this sheer problem and have to agree with most everyone that has commented. What happened to the lululemon quality in the last year (or so)?!? I have a pair of groove pants that are first generation that look better than some of the stuff I have purchased in the last month. Please please please fix this right lululemon!! I really don’t want to have to break up with you but really it’s not me, it’s you.

Comment by Erika — March 22, 2013 @ 2:02 pm


It has been very disappointing to all your loyal followers that the quality of your products has gone down. Its not just your pants, EVERYTHING is thinner and cheaper feeling. You need to start listening to your customers, not your shareholders. Cutting corners is not profitable, and your loyal fan base is dissipating fast.

We see right through you Lululemon, literally this time. Its going to take a lot more than a recall to bring back your glory days!

Comment by Karen — March 22, 2013 @ 6:36 pm


Agree with everyone – quality has definitely deteriorated. I always bragged that my lulu pants looked the same after 40 washes as they did when new – well that was years ago. no more – frayed seams, stitching coming out, just bad quality and they are all too see-thru! Lot of money for bad quality.

Comment by sandra — March 22, 2013 @ 9:02 pm


When I first walked into a Lululemon store 5 years ago, I instantly fell in love with everything you had to offer. I found quality yoga clothing and a new line of exceptional running gear- the price was steep, but worth every penny. In the past year and a half I find myself walking right past Lululemon, the quality of your clothing has gone significantly downhill, and by reading the posts here I am not the only loyal Lulu fan to acknowledge the problem. The local store in Milwaukee, WI intensifies my issue with the brand. Even when exchanging a gift, tags on and receipt in hand, one day after the initial purchase, only wishing to exchange for a different size, the employees make you feel like a criminal. This has happened three times. Recently, my husband purchased a pair of running pants for me as a gift and I was not a fan of the bold orange and navy stripes. I looked high and low, but lost the receipt. I called the Milwaukee store to ask if they would accept an exchange with tags on, but no receipt (now I really knew I would be looked at as a lowlife at my local Lulu). I called multiple times only to reach an answering machine every time. I left two messages and NEVER received a call back. As a backup I called the Northbrook, IL store and they promptly returned my call, exchanged the pants, and were happy to help. Sorry Lulu, years of falling in love with your brand and promoting the clothing to all my friends is over! Your callus attitude toward customer service in Milwaukee coupled with declining quality is unacceptable. It’s time for you to take a page out of the Nordstrom customer service book.

Comment by Greta — March 23, 2013 @ 5:00 am


Well I must say I’m beyond disappointed. Made my 1st lulu purchase in February and was hesitant- very pricey stuff but everyone said the quality is worth the price..I do not think so – I bought 2 pairs of power up crops. They fit great for my 1st work out. After washing once the seam came completely undone. Brought them back into the store and they offered me a new pair of pants but one fit was worse than the next and one pair I tried had 2 huge holes in them. They ended up repairing the seam but now I’m really questioning my purchase cause they look worn after only a few washes. I purchased a no limits tank which fit good in the store but became so loose during my workout I don’t think I can even wear it now.. Definately have buyers remorse.. The styles are cute wish the quality lived up to expectations.

Comment by Heather — March 23, 2013 @ 5:07 am


Dear Lulu – I have been a loyal customer for three years. While the journey has not been perfect, there is no question that you have set the bar and increased competition in this line of athletic apparel. I try to mitigate damages with my own shopping habits (i.e. thoroughly research purchases beforehand, provide R&D reviews with local stores in CT, MA, NY, NJ, WA, & CA), and I am still a huge fan and believe in your brand. I trust that once you fully assess the problem, you will deliver with the faith-restoring quality that is known to build confidence, motivation, sweaty elegance and class for those who strive to lead healthier lifestyles. Meanwhile, I look forward to taking your complimentary yoga classes and running my 1st 1/2 @ Seawheeze this year with much enthusiasm.

Comment by ~Aurelia — March 23, 2013 @ 8:24 am


I bought my first pair of WU last week and fell in love with the style. I have bought lulu clothes for many years and couldn’t believe that I had not discovered these yet. After reading the posts online, I decided to do my own downward dog test and sure enough, you could see right thru them. Nothing was left to the imagination which made me think back to my workout class this week where I must have given the entire room a show. What is most disappointing is that the lady at lulu who helped me didn’t even mention this issue even though it is clearly a big fault in their product and issue for the company. Agree with the other comments on customer service in stores being less than friendly when you are returning something unworn, but quality has gone downhill in past year. I was very close to finding a new source for workout gear but my most recent purchase my push me over the edge.

Comment by Susanne — March 23, 2013 @ 9:52 am


Lulu,

I have been a loyal customer for years. I remember going to Chicago and finding your store on Halstead and loving the place! This was before your ecommerce business started and before the company went public. This was when you were just starting out in the US.

It really is true about the decline in quality over the past year or so. It is discouraging and disappointing that a brand I love has cheapened their product AND raises prices. I really hope all of these messages you are getting from us are taken and reviewed. I hope you think very carefully about how you are going to get your loyal customers back.

The thing that bothers me the most is your return policy. Athleta has a no questions asked return policy. I bought something there and set it back six months later because the garment had faded. How wonderful that Athleta has given the customer the choice to keep or return at any time!

Comment by Tasha — March 23, 2013 @ 9:54 am


I was once a Lulu fan and have several articles of clothing that I love. Unfortunately after a lengthy illness I have lost a significant amount of weight(3-4 dress sizes) leaving my current Lulu wardrobe too big. I went into a Lulu store at the beginning of March with the intention to replace a couple of pairs of Groove pants. Much to my dismay every pair of pants I tried on was see-thru. As I left the dressing room disappointed and empty handed the sales person asked if I had found anything. I responded no as all of the pants were see-thru. Her only comment was that I must be trying on a size that was too small and to go up a size. I had tried on two different sizes, one true to my pant size and one that was a size up. The size up practically fell off and were as see-thru as the ones that fit. I am still trying to find confidence after weight loss so the comment was particularly bothersome. Ultimately as a result of this experience and the quality down turn that seems to have occurred at Lulu I can say with a high degree of certainty I will not be returning as a customer.

Comment by Melissa — March 23, 2013 @ 10:35 am


As a former educator in one of your stores, it’s pretty easy to see right through the answers you are providing to your loyal and disappointed guests’ feedback. Nearly every response you’ve given here has been both vague and repetitive. The company I fell in love with years ago is not what it used to be, and your problems certainly don’t end with the decline in quality of your product. The superficiality of the culture you create for both guests and employees is becoming more and more obvious. Stop hiding behind the carefully selected “manifesto” you preach, get back to your roots, and stop taking advantage of your guests and educators time and money. Providing a quality, reliable product should be simple enough. Many companies are successful I’m that without shifting their focus to “elevating the world from mediocrity to greatness”. Seriously, you just sell yoga pants.

Comment by Elizabeth — March 23, 2013 @ 10:59 am


I am an avid yogi, gym-goer, dancer and all around fitness fanatic and I will find any excuse to wear Lulu. I became a loyal customer quickly after trying my first pair of run inspire crops. I agree with the previous comments about a decline in quality lately. My wunder unders pill, my seams are unraveling on my newer tops and the fabric has not held up on many of my newer pieces the same way it has on my older items (from about a year ago and older) especially for how much wear I get out of them and how careful I am during washing. I am happy to hear that Lululemon is taking a look at quality but I think it should be expanded beyond the black luon. It’s getting really hard to splurge on some great pieces, as a college student, when I’m afraid they won’t hold up or be worth the cost.

Comment by Risa — March 23, 2013 @ 1:28 pm


Don’t waste your time going to a Lulu store and requesting some type of compensation for faulty products. I went to the store in the Bridgewater Mall in NJ, the sales person embarassed me and stated she could not do a thing for me; after hearing my complaint about my capris that showed way too much!!! She said there was nothing wrong with the product so there was no possibility of replacement.
I vowed from this day on NEVER to shop at LULU again!

Comment by Geann — March 23, 2013 @ 5:54 pm


As a relatively new customer, I can pretty much guarantee the only things I will be buying are tops – it’s evident that the quality of your pants has gone way down, so much so that you just cannot justify what you’re charging, when I can go to Under Armor or Nike for better quality and a lower price. but since the reviews seem to speak that even products other than pants are not as good as they were, I may not buy anything until you prove you’ve fixed these issues. Charging so much for essentially crap is extremely poor business practice.

Comment by Tina — March 23, 2013 @ 7:31 pm


Hey. So, I am a Lulu lover, and overall I am very happy with your products. I can wash them over and over again, and they do not shrink. Do they last forever? No. Nor would I expect them to. I do not treat them with the care that they likely should have, but I get significantly longer life out of your clothes than I do with other brands. Also, it doesn’t hurt that your line looks AWESOME on me.

However, I will throw this one out there. I recently ordered a pair of the bleached coral Wunder Unders. They are COMPLETELY see-through. I tried to lie to myself that they weren’t, but they are just not decent to wear in public. They will be going back tomorrow.

I suppose I’m trying to say that perhaps you should look a little deeper into your line and see what needs fixing. Likely, you will have to bring your manufacturing back to Canada or the US to see your quality return. I will continue to shop Lulu. However, I am certainly mindful as to what will look good and what will not.

Just my 2 cents for what it’s worth…

Comment by Robyn — March 24, 2013 @ 12:14 pm


I was a first time buyer of lulu and was disgusted to see that my pants are showing a little more than I bargained for! For the price we pay for this stuff, you would think it would be better quality.

Comment by laura — March 24, 2013 @ 4:24 pm


Hey!

Not part of the recall ect ect but just a tip for people if they find their pants or what not are piling….

I have found that my lulu clothes maintain their quality when i air dry them…. Ive had my groove pants for well over 6 years and aside from the sticker beginning to come up at the edges. they are almost exactly the same as when i bought them. same with my astro pants from 4 years ago. Just hang em up out of the laundry. doesn’t take long to do.

(:

Comment by Sonia — March 25, 2013 @ 9:53 am


I have three pairs of the Run Inspire crops. They were my new fave Lulu crops. As a trainer, I live in workout pants and feel that the cost of good quality workout apparel is justifiable. I thought that I was just a little rough with my clothing when my first pair of black Run Inspire crops pretty much fell apart in under a year. I loved them enough that I went out and got two more. It’s only been a couple months and my two new crops are coming apart at the seams. To top it off, I was doing dead lifts at the gym when an older woman approached me. Apparently she could see ALL my “junk” and advised me not to bend over…how embarrassing!!! I love how funkey Lulu is, I have tons of their product and will continue to shop there but I do have to admit that the quality just isn’t the same. I plan on returning my defective pants, I dont care that they were purchased before March, this product quality thing has been an issue for a while.

Comment by Darcy — March 25, 2013 @ 5:00 pm


Lulu! Come on! Just looked at your newly uploaded products and the pace setter skirt in frangipani is see through – you can see the model’s shorts through the skirt. One would think a week after having to pull products that you would check and then check again to make sure garments were not defective.

Also, despite numerous complaints, the pace setters are all described as 4-way stretch. My blue and the light blue plaid pattern pace setters from summer/fall 2012 are 0-way stretch. Since I live overseas, I can’t return within the 2 week window, so I’ve been stuck with them.

I love the pace setter and have numerous colors of it, and other Lulu skirts, but am really disheartened to see that 1. they are affected by the ‘sheerness’ and 2. that you won’t be truthful about the fabrics used for each color version.

Another week, another upload, and another round of ordering nothing from you.

Comment by Jennifer — March 26, 2013 @ 12:36 am


Hi there – just curious when the new and improved pants that were effected will be making a return to stores?

Comment by Andrea — March 26, 2013 @ 9:27 am


I thought it was my imagination! My husband one day saw me stretching and noticed the see-though quality. He has not let me wear my luon black pants to gym since that day. I have about 5 pairs–that’s over 500 bucks not to mention all the other clothing that I buy from them. I wasn’t going to try to return them because their return policy is so bad and the sales people there are so rude to you. About 8 months ago, I tried to return a luon pant that had started to unravel on the inside leg at the knee. They told me they would not take the product back. I was so angry seeing every time in go in there I spend at least 300 dollars.

I think I’m going to switch to Lucy athletic. My girldfriend swears by them and they aren’t nearly as expensive!
Think twice girls!!! THink twice!!!

Comment by Christina Molloy — March 26, 2013 @ 11:37 am


In my yoga class on Sunday, I counted 11 – ELEVEN! – girls wearing completely see through Lululemon bottoms (crops and pants). I seriously doubt they ALL bought these pants within the last month. I am also saddened by the diminishing quality of lulu pants. I actually paid 80$ for second hand grooves from a few years ago – and they’re better quality than the new ones you have in stores! (and not just this month).

Comment by Alison — March 26, 2013 @ 2:05 pm


Sonia,
I air dry every lulu item I own. The wunder unders from a few years back are in great shape! The wunder unders my husband bought me for Christas, are absolute crap already. 3 months. Pilled, snagged. This is disappointing and I only hope I can educate the females in my gym to save their cash for other workout gear.

Also Sonia, people are complaining about the recent gear, not the well made gear from 6 years ago…
I am sad to discontinue my relationship with Lulu, but I have to carefully save for each item I purchase, and to have this kind of quality let down isn’t worth it.

Comment by April — March 27, 2013 @ 7:11 am


Customers,
It is obvious that LLL is doing what we call in our industry, “design/weight optimization” which is really cutting costs through the manufacturing process and materials used, to boost profits. LLL does not want you to be able to buy pants that last 10 years. That affects their repeat purchase rate. With the cost of doing business rising for everyone, LLL will never go back to the pants of 10 years ago. It’s a sign of the times…

Comment by tina — March 27, 2013 @ 1:43 pm


Lulu,

What happened to the quality that people use to not have a problem spending the $ on?? $82 pants should be more than just not “see-through” There have been a lot of long time customers turned off by this “mistake” you all made.

It has been long before the “beginning of March” that the quality has gone down hill. Maybe rethink why you are even a company, don’t you want your customers to be happy spending the money for your products?

Comment by Hall — March 27, 2013 @ 5:21 pm


Hi Andrea,
As soon as we have luon bottoms that meet our technical specifications, we’ll put them online and back on our retail floors.

We are taking everyone’s thoughts, experiences and feedback into consideration and know that we are listening. Again, if there is a quality concern with your products, please bring them to the attention of your local store or the GEC (1.877.263.9300) so we can create a resolution with you.

~ Siya
Social Media Educator

Comment by lululemon athletica GEC — March 28, 2013 @ 9:30 am


When will they be back? This is so disappointing. I’ve wanted these forever and was just about to buy them.

Comment by Kennedy — March 28, 2013 @ 9:07 pm


No surprise about the decreasing quality. Have a look at the labels – Lululemon products are made in developing countries like Cambodia, Sri Lanka and China. I have seen the young girls that work in the garment factories in Kampong Speu, Cambodia……about time it back-fired on them and their customers who are silly enough to pay $135 AUD for a pair of yoga pants that were made by a young girl paid $66 USD per month. Pay properly and improve working conditions….and I will be the first to buy my gear from your company. I queried this with the manager of your Carindale, QLD AUSTRALIA store who advised me in writing that no-one from Lululemon actually visits the factories “We do use external third parties to assist in auditing our factories”……if you cared, someone from your company – including the CEO – would take the time to visit the factories, rather than leave it to local “third parties”.

Comment by Beth — March 29, 2013 @ 2:33 am


I purchased a pair of solid black WU pants from the Oakbrook store on 2 March. I would like to return them, but the closest store is several hours away. I have made returns via mail before, but have always had to pay shipping. I do not normally mind the return shipping if I changed my mind about a product, but since this was no fault of my own, will I be charged for it?

Comment by Jen — March 29, 2013 @ 2:48 am


Hey Beth,
Thanks for reaching out and sharing this with us. We do indeed use third-party international auditing companies to assist us in managing and monitoring supplier compliance with our manufacturing partners. This is to ensure the evaluations are neutral and unbiased. We do also have our own staff who visit the factories regularly from various departments.

If you are interested in reading more about the process of selecting our manufacturing partners and our code of conduct, check out the page below
http://www.lululemon.com/community/legacies/factories

I’m going to send you an email so we can connect and chat about this further.
~Jenna

Comment by lululemon athletica GEC — March 29, 2013 @ 1:34 pm


Hey Jen,
Definitely give us call at the Guest Education Centre, 1.877.263.9300. We’ll set you up with a return and a shipping label. When a guest is experiencing an issue with an item, we will work with them to create a resolution and take care of the shipping of the item back to us when applicable.
~Jenna

Comment by lululemon athletica GEC — March 29, 2013 @ 1:37 pm


dear Lulu,

i posted a review relative to this issue back in november- on the groove pants review area and i am reposting it here- because it is obviously still relevant. there is no excuse for the ridiculously worsening decline in quality. in the last 6 months alone i have spent over $600 on Lulu items- and not one of them is in perfect condition.
i reiterate the statements you will read below with regards to the groove pants. I still wear regularly my first pair of grooves from the year 2007 and they are in PRISTINE condition compared to the ones that are just six months old.
how do you explain that?!
i also purchased a pair of wunderunders about a week ago and have no idea whether or not they are one of the affected styles. please release a list.
here is my original review:

I bought my most recent pair of Grooves about a month ago,
this brings my total collection of Lulu pants to 9. 4 of them being Grooves- first- Let’s talk about the lulu love story
behind my oldest pair-
in 2007- i bought my first
( and still most prized pair of grooves ) an amazing dark blue pinstripe design.
in 5 years, this loyal pair of pants
has been through thousands of hours of:
hardcore brutal sweatin’ it out at the gym,
countless yoga classes,
a million downward dogs,
a zillion pigeons,
has traveled to Mexico and frolicked
in the white-powder-beach sand,
slid down snowy mountains in Alberta,
rolled down grassy hills in the country,
been up many trees, camped out in the dirt,
in the great north of Ontario,
been worn in corporate boardrooms;
and with their incredible quality fabric-
easily passed as dress pants,
tumbled through blazing-hot dryer cycles
for what must add up to a 100 hrs,
they have been a cozy nook for many a kitty and puppy
and stood the test of time with amazing fortitude.
To this day- there is little to no pilling -
zero holes,
no seam issues and the pants look almost as good
as they did when i bought them 5 long years ago-
they are hands-down my absolute favourite thing
to put on my body.
The other 2 pairs of grooves are also from the time period
between 2007-2008 -
however; ( of course there is a however! )
having tested many other styles-
from wunders to discovers to astros to stills -
and coming full circle back to the ‘holy grail’ grooves -
it simply has to be said; ( for possibly the 777th time)
WHAT HAPPENED!??!
Seriously Lulu, as with so many other reviewers in this forum,
the disappointment factor with the quality
of this new species of Grooves”
is truly, truly harrowing-
i am totally shocked at how outsourcing overseas
has somehow transformed what was once
a generation of all around deserving dames
who just want that go-to-pair of pants to call their own,
into duped consumers -who continue to fork over exorbitant amounts in hopes that they will somehow
receive a magical package in the mail -
that will be the answer to their pants-prayers;
unfortunately that seems it will only happen
if Lululemon somehow outsources to India,
to have a timemachine built that manufactures pants
in the year 2007 and ships them to the future.
The new pair of Grooves i bought
were totally aged within a few wears,
they look older than the 5 year old pairs,
and literally everything happily makes them its home-
fur, dust, hair
( long haired ladies can attest to this-
pulling out those long hairs that have somehow been trapped
in the seams of their pants; how does this happen?! )
The pilling on these pants is atrocious -
i wore them a total of twice and by that point,
they had been so depreciated there was simply no hope of returning them.
I wash all my post -2008 lulu items,
together, in a laundry bag
on cold gentle cycle-
always hang them to dry,
i use eco-friendly soap without phosphate
or sulfate or toxic chemicals
and still the state of these is somewhat in-excusable.
I have read through hundreds of reviews
from Groove-devotees claiming the same,
that the quality of the fabric,
has been sacrificed over the years-
and i cannot understand how Lululemon,
a company who’s very essence is built on Yogic values,
ethics and love- can honestly continue to tell their customers-
that they have ” not changed the fabric”
” they are still using the same patented Luon as always”
it’s simply not possible.
And i also refuse to believe that the answer to consumer concern always leads back to the consumer themselves,
having somehow washed the item with a sweater,
or something otherwise inappropriate.
The Lululemon brand was built on the backs of loyal consumers
who happily spent their hard earned paycheques -
sacrificed and saved and scrimped
for goddess-knows how long,
to afford to adorn their beautiful behinds with lusted-after Luon, and after years of devotion and what is it now, what?,
8 billion dollar revenues?-
one would think that the very least we could expect in return
for making Lulu’s founders filthy-rich;
is the respect and the honor of addressing our concerns in a manner that is respectful and also transparent-
the most successful businesses -
are transparent with their buyers;
because it’s a buyers market
and a consumer-crafted-culture.
Why wont Lululemon admit -
that they have re-created what was once fabulous fabric
into a cheap imitation knock-off?
It is so very unfortunate,
that a brand that is arguably the most unprecedented success story to come out of Canada since the Roots Beaver-
has decided to choose cheap labor
and mediocre manufacturing supply-
over sustaining the quality,
the craftsmanship and the brand-integrity
that inspired so many love affairs-over the years.
I truly hope the Corporate higher-ups
take a mindful moment out of their namas-days
to visit this forum and connect with the truth
that the consumer is going out of their way to deliver.
We assure you it is only out of love that we voice our disappointment,
and only out of loyalty that we spend valuable time doing so-
please consider these countless cries of cop-out-quality
our version of Occupy. Call it Occupy-LUON.
Bring back the fabric that we used to lust over,
dream about,
that sparked a revolution for your business.
Re-discover what it means to invest those extra resources
to craft with premium materials-
Re-instate the quality that made you famous-
because that is the stuff revolutions are made of.
time for a LULU-lution please.
You can call it:
“How LUON got it’s GROOVE BACK.”
peace,
love,
sat nam & gratitude,
R.

Comment by OCCUPY LUON — March 29, 2013 @ 3:55 pm


I tried returning a pair of Wunder Unders that were too sheer, tags attached, and was told that I could only receive store credit. Is this correct?

Comment by Klaria — March 30, 2013 @ 8:17 am


Hi Kennedy,
Thanks for reaching out with your concern. I can understand your disappointment and I want to assure you we are doing everything we can to increase our inventory levels of black luon women’s bottoms as soon as possible. We will be sharing more information as it becomes available. Stay tuned to store facebook pages, product notifications and lululemon.com for new product drops and updates.
~ Somerlea
gec social media team

Comment by lululemon athletica GEC — March 30, 2013 @ 12:46 pm


Hi Klaria,
We would love to chat with you about your Wunder Under sheer situation and set you up with a return on this item. If you can give us a call at the GEC (1.877.263.9300) that would be great!Thanks for reaching out and checking in with us!
~ Somerlea
gec social media team

Comment by lululemon athletica GEC — March 30, 2013 @ 1:12 pm


Hi R.
First off, I want to thank you for taking the time to articulate with such detail, passion and creativity your thoughts and feelings. I want to assure you that your words are being heard and that they are extremely valuable to us. Guest insights are our secret sauce and are considered when looking to the future. I will be sharing your profound letter with the right people and I know they will appreciate it just as much as I do.

~ Somerlea
gec social media team

Comment by lululemon athletica GEC — March 30, 2013 @ 1:50 pm


I had bought a pair of wunder unders a few months back and only just recently wore them to see if I had the “sheer” problem. I did. When I went to return the pants I was asked to put them on and bend over, are you “f**king kidding me”was my reply. I never felt so humiliated and embarrassed/violated in my life. You know the product has issues and to ask that question is completely unacceptable. I used to be a big fan/buyer of lulu products but have bought pretty much nothing in the past 2 years cause the product quality has gone down and the styles are bad. I will never buy from lulu again. I was fine with quality issues thats normal things happen but to be asked to bend over to see if they can see my underwear was the last straw good job violating your customers.

Comment by Jenny — March 30, 2013 @ 7:36 pm


Hi Jenny,
Which local store did you head in where you had this experience? You don’t need to show us the sheer pants on yourself so I’m sorry to hear that happened. Did you get a chance to return your pants? If not and to share more details about your experience please call us at the GEC (1.877.263.9300).
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — March 31, 2013 @ 9:14 am


If I take the time to come to your store to return the too sheer product I don’t want to have ‘put them on and grab my ankles’ so your snippy ‘educator’ can stare at my butt and tell me ‘well, it looks fine to me’. Do you not believe me, do you not care or do you just like to humiliate your customers a second time because of your shoddy product. Maybe you should do what is right and take back your clothes without the ‘attitude’. You are going to say you want to know what store – my answer – it’s not just me, it’s comments that I have been hearing from all my friends – the short answer would be – ALL YOUR STORES and ALL YOUR EDUCATORS are getting their kicks staring at people’s butts, and mostly likely talking about us after we leave the store. This is your idea of customer service?? Or is this a vindictive plot against all of us that have been complaining about your shoddy pants. You are so past the time in which you could have done right by the customer, you are now into that ‘we are going to take a vindictive attitude against the world for what happened’. Goodbye and good riddance to a company that is more about the $$$$$$$$$ than caring about it’s customers.

Comment by Jody — April 1, 2013 @ 10:08 am


Your Lulu Leather April Fool’s Video was not funny, specially when you made fun at your customers by stating that the “Lulu Leather pants” were not sheer or see through. Instead of spending money on some stupid video and prank, you should be spending your time reading the comments from your soon to be previous customers. In the past I’ve spent hundreds of dollars on each shopping trip. I won’t be buying your products again. I will be giving Athleta products a try. Their products and website look much more interesting than yours. Sad to see another company sell out on their quality. There are plenty of us out there who appreciate a higher quality product and will pay a premium for it, too bad your company doesn’t belong in that category any more.

Comment by NP — April 1, 2013 @ 9:47 pm


Hi NP,
I can understand that our April fools video did not sit well with you and I want to assure you that all guest comments or concerns shared with us are read and taken to heart. Guest insight is our secret sauce and considered extremely valuable. The Farm to Studio line was our way of expressing our playful and irreverent culture with the community and was in no way meant to offend our guests. Thanks for taking the time to reach out to us and I will be passing your thoughts along to the creative team.
~ Somerlea
gec social media team

Comment by lululemon athletica GEC — April 2, 2013 @ 11:03 am


Hey Lulu,

It happened, whatever. I just want to know, because I have some sheer Skinny Will pants in black, when you get the new fabric will you be making this style again. I would rather have my sheer pants than a refund if I can’t get these again in the proper fabric. But of course I would prefer to have them in a non sheer fabric.

Thanks.

Comment by Heather — April 2, 2013 @ 1:30 pm


I didn’t realize other customers were having issues with the pants too. I was so excited to buy a pair that I was willing to splurge the $100 to get a pair of groove pants. After the first or so wear, i was disappointed with the pants. The bottom of the pants began to fray and I began picking up lint after washing that wouldn’t come off with a lint roller. . I also got those little balls on the butt area; balls you would see if you took Velcro to fabric. Regardless, I chose to still wear it because I had spent so much money on them and I didn’t want them to go to waste.

Overall, I am disappointed with my purchase and may not return for another costly apparel.

Comment by Kris — April 2, 2013 @ 5:38 pm


Hi Heather,
The Skinny Will Pants aren’t a style we see all year however I know for the last two winter’s, it’s one we’ve seen pop up. I don’t know if we’ll see the Skinny Will Pants this year. You’re welcome to hang onto the pants but if you do feel they are not ones that can take you to down dog, please reach out to your local store or the GEC (1.877.263.9300) so we can work on a return or exchange for you.
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — April 3, 2013 @ 12:14 pm


Just bought two pairs of still pants in Dune (In Victoria, BC) and have already returned one pair. There are flaws in the material. There are areas in the material which are thin and would appear not to wear very well and could end up with a hole or pucker where the stretch in the material seems to have gone. The second pair has dubious areas on them too. Great pant and am reluctant to return them and am trying to find another good pair. Am going to try Vancouver next week. Had three pair of still pants several years ago and the quality was far superior. I notice so much of your gear now in the store appears to have been thrown together. How can you continue to charge the current prices for such poor workmanship? Seams pucker on the tops and look third rate. Granted, the material is hard to work with but you should be employing the best of the best but that is not reflected in some of your current stock. People are beginning to wake and really take a hard look at your product. If you had a product from day one which you are selling now you would not be in the place you are today. Time to go back to basics – good value for money to your loyal customers.

Pauline Jackson Victoria, BC

Comment by Pauline Jackson — April 6, 2013 @ 7:27 pm


I just took a pair of black wunder unders into the store after I realized just how sheer they were, especially in natural light. Instead of acknowledging the problem in fabric quality, the sales team told me this was a sizing issue and they looked sheer because they were too small and I’d ‘stretched’ them. They had me try on the size 4 crop in store to confirm this was the case. I told the saleswoman I own about five other pairs of size 4 Lulu pants and had never encountered this problem. She responded, “well, just looking at you I’d say you’d be a 6.” Okay, I don’t mean to make a fuss, but yoga is about feeling comfortable and connected to your own body. This is the reason I practice. Needless to say, this experience left me feeling very uncomfortable and self conscious. Lululemon, I am truly disappointed in not only the product, but the customer service. I will take my business to a brand that truly supports healthy, confident and happy customers.

Comment by Hannah — April 9, 2013 @ 5:03 pm


Hi Hannah,
I’m sorry to hear about your experience. Which store did you head in with your sheer bottoms? I would like to follow-up with them directly on this. If you are finding you’re bottoms sheer, we want to chat about a solution for them and I’m sorry this didn’t happen at your local store. I encourage you to call us at the guest education centre (1.877.263.9300) so we can work on a resolution.
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — April 10, 2013 @ 8:07 am


There should be a list of affected styles. No excuse!

Comment by CC — April 12, 2013 @ 7:04 am


I just bought a pair of lululemon wonder unders off of kijiji for $50. I am not allowed to wear jeans to loga class but now I have stay at the back of the class because these are too sheer. The seller will not refund my money and I guess I won’t have a chance of returning them without a receipt? I have to admit these are really comfortable leggings and if there is a solution I would definately buy a new pair of wonder unders.

Comment by James — April 14, 2013 @ 8:46 am


Hi James,
We’re not able to verify the authenticity of gear that isn’t sold through one of our channels: a local store, showroom, our website or a strategic sales partner. If you’d like to chat more about your experience, you’re welcome to call us at the guest education centre (1.877.263.9300).
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — April 15, 2013 @ 7:38 am


I have to say I been wearing lululemon clothing from day one, I wear the still pants daily I have 8 pairs plus and along with astro and groove pants as for the tanks there’s not a color I don’t have. I shop there every week but I have to say within the past year I walk into the store and walk out empty handed most of the time. Anything I have purchased lately looks old in no time but yet I am still wearing items from 5 years ago and they still look great, your tank tops are shorter and what’s with the stripes flowers and zigzags. I have lots of friends that do yoga and run as well and no they are not petite and not everyone that does yoga is petiite would really love to start seeing some sizes that are more REAL. I still go by the store weekly just to check it out and really hope for change

Comment by Jen — April 16, 2013 @ 9:38 am


I have been a loyal lulu customer since I first visited the store in Toronto in 2005. You didn’t even have stores yet in New York City, where I live, but I sought out the showrooms in the 2nd floor studio in Tribeca just to buy groove pants way back in 2006. I currently have 6 grooves, 3 groove shorts, 10 WUs, and 12 different tops, in addition to numerous sports bras, inspire crops, speed shorts, boogie shorts, studio pants, scuba jackets, 3 bags, 4 headbands, and even a travel toiletry case. I take care of my lulu products – always washing them by themselves and air drying, and my older products are still going strong! Back in 2006, I not only told all of my NYC friends about this great new company called lulu lemon that makes yoga pants where your butt looks amazing, but I even encouraged my fellow wall street colleagues to invest in the company because your product was that good. I even turned my mom on lulu – and she’s 65. Seriously. *sigh*

I unfortunately stopped buying lulu lemon about 10 months ago after I purchased a pair of reverse groove shorts that were (duh) reversible in hot pink / black. I loved the color, but when I excitedly wore them to yoga that night – I was horrified that you could not only see the black color through the hot pink, but you could also see the lulu symbols and the tag in the shorts that were on the black side from the hot pink – not to mention my underwear and cellulite. Through the fabric. I was absolutely mortified. I mistakenly wore them again earlier this week, thinking “maybe I can wear them to the gym, and just not to Hot Yoga?” Nope. I tied a shirt around my waist while on the elliptical because the exact same problems persisted and I was beyond embarrassed.

I have enough lulu products to know that it is not the sizing, but it is a fabric quality issue. It is not on all lulu products in the past year (for example, I got a pair of WUs and an inspire crop for Christmas, and both are not see-through), but it is a problem that is absolutely more widespread than just a batch of black luon from March 2013. Mistakes happen in production, QC, and sourcing. But lulu’s response has been worse. Why not issue a broad recall for any too sheer pants (not just black ones, and not just ones from March 2013)? Lulu became so popular not only because of great products and quality, but because of how you made us feel: confident, sexy, proud of our curves, empowered. Now your products and your response has made us feel: insecure, naked, and dumb for asking for receptive customer service. Please correct this. More than next quarters earnings are risk. You are facing serious damage to your brand, customer loyalty, and your reputation.

Comment by Kelley — April 17, 2013 @ 7:14 pm


Heyy I’m looking at getting a pair of boogie shorts but want to get the right size I’m 5’5 and 150-160lbs but I have bigger thighs from all the sports I play please help me with my size

Comment by Julie — April 18, 2013 @ 5:12 pm


Hi Lulu,
I first started shopping at Lululemon about 4 months ago and loved your products! I bought a pair of black short and long leggings. I would normally never have spent so much money on workout clothes but I absolutely fell in love with how flattering, warm, and comfortable these were! Shortly after I bought them they became my favorite pants. But about a month and a half after I bought them, a few of my close friends noticed they could see through my pants even when I wasn’t bending over, especially when it was sunny out. I had also been noticing that there had been some serious pilling between the legs and they also collected EVERYTHING (Lint and fur) extremely easily and just looked all around terrible when i wore them. Although my short pants weren’t as bad, they were still sheer and collected things way too easily. I immediately stopped wearing them until I had a chance to go to the store and complain. When I did, the lady there told me that she couldn’t take them back because of piling and that they weren’t sheer. I didn’t even have them on! Although she was polite, I felt like she thought I was just trying to score a free pair of pants, and that truly was not my intention. I even explained to her that I had other pairs of pants from Lululemon that were not like this at all, but she still wouldn’t let me return them. I left the store feeling embarrassed even though i knew that was silly because they were the ones supplying the unsatisfactory product them not even acknowledging it! I am really disappointed in Lululemon because i thought the store was a place to feel confident, sexy, athletic, and smart. But it only made me feel the opposite. I still hope to get new paints by getting a refund but refuse to buy new ones at full price because of this experience.
Your disappointed customer,
Lia

Comment by Lia — April 18, 2013 @ 8:29 pm


Hey Julie,
I’d recommend taking a peek at our size chart to help work out the right size to for. You can find it here: http://www.lululemon.com/education/info/sizes As you are looking for shorts, take a look at the hip and waist measurements. I also recommend having a look at the at the reviews on the the page for the Boogie Short. Other guests often leave notes about what size they went for and how the fit worked on them, so this will provide lots of great insight for you. If you want to chat more, give us a call! 1.877.263.9300 or jump on live chat with us.
~Jenna

Comment by lululemon athletica GEC — April 19, 2013 @ 11:18 am


Hey Lia,
Thanks so much for reaching out to us. I’m sorry to hear you didn’t have the best experience in one of our stores and understand your disappointment. I’d recommend giving us a call at the Guest Education Centre so we can help you out with your pants, as well as get more details on your experience so we can share this feedback with the store. Our number is 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — April 19, 2013 @ 11:21 am


do you have new pants in stock? I’m assuming not since there’s been no update on the blog.this post was really hard to find, btw. you should have a pointer to it on your main page if you care about your customers.

Comment by boo — April 21, 2013 @ 7:57 am


Hi boo,
Which style of pants are you on the hunt for? Give us a call at the guest education centre (1.877.263.9300) and we’d be happy to chat more product with you. While this blog post is on our site, we also have information such as this directly on our investor site: http://bit.ly/11cTvbO
~ Siya
Social Media Educator

Comment by lululemon athletica GEC — April 21, 2013 @ 3:26 pm


I have a pair of Inkwell/Black Wunder Unders that have recently been pointed out to me as being quite sheer across the backside. I do not have a receipt, and am wondering if they would still be accepted as a return?

Comment by Dee — April 22, 2013 @ 7:15 pm


Hey Dee,
If you are not feeling great about the coverage of your pants we want to make this right, no receipt required. You can give us a call at the Guest Education Centre (1.877.263.9300) or pop into a store at anytime. Thanks for checking in with us!
~ Somerlea
gec social media team

Comment by lululemon athletica GEC — April 23, 2013 @ 10:32 am


Just wanted to comment that I too have been burned by your quality control issues. I love the studio pants and my older ones continue to hold up like a champ, however, my last grey pair had a bad waistband that rolls inward and the material stretches and bags to to the point that I would have to size down for the first time in my lulu buying life. Sure, I could probably return them, but since everyone else has noted that their new replacement pairs also have rolling waistbands, I guess there is no point. Do you see here?? If you don’t actually FIX the problems, you will continue to have people who are ANGRY at being forced to live with their poor quality LEMONS.

Comment by Charlene Owen — April 24, 2013 @ 1:57 pm


When will your black astro and groove pants be back in stock? I’ve been waiting to purchase a pair but after this whole fiasco with the sheerness of your fabric and quality I’m not so sure anymore. Do you have an estimate as to when they’ll be back in stock?

Comment by Lea — April 24, 2013 @ 10:38 pm


Cheers for reaching out, Lea. We recently got an update that we will be seeing Wunder Unders return in Black around June, though we haven’t heard confirmation for other styles just yet. We are working really hard to get those others style that our guests love, like the Groove Pant and Astro Pant, back as soon as we can. As time goes on we will get more information into this, so keep an ear out. We’ll also likely post on our Facebook pages and they’ll appear on our product notification emails ones they appear again.
~Jenna

Comment by lululemon athletica GEC — April 26, 2013 @ 10:59 am


I need a new pair of groove pants and astro pants. What is lululemon going to do to restore consumer confidence?

Comment by Veronica — May 2, 2013 @ 1:01 pm


Hey Veronica,
I appreciate you sharing your thoughts with us and I hear your concerns. This is something we are taking very seriously and will do what we can to regain the trust of our guests. As we continue to move through this process of identifying the issue and working to resolve it, we want to be open with our guests and keep them updated when new information arises so they are in the loop. We are committed to providing the highest quality products to our guests. And, if one of our guests every experiences an issue with one of our products, we absolutely want to know about it and will work with them to create a solution that they are happy with. If you have any concerns, you are welcome to contact your local store or our Guest Education Centre at 1.877.263.9300 and we would be more than happy to chat with you.
~Jenna

Comment by lululemon athletica GEC — May 3, 2013 @ 11:38 am


Honestly you suck now Lululemon. WHY change something that people are willing to spend the extra money on and make it cheaper feeling than Target clothing (not a bash on Target cus I love them, but for paying 5x more I expect better quality than Target). Honestly I have spent so much money and trusted your company and long since the recall of your wunder unders (which arent the only problem) i have not spent a dime on you. STOP TAKING THE CHEAP WAY OUT. You have lost more customers than you have gained so way to go. I will not be back until you get your sh** together and start making the quality product you once had.

Comment by Sam — May 7, 2013 @ 5:51 pm


I too have have gotten the short end of this “see through” stick. I was a fairly loyal customer, due to your fit and coverage, despite working for an outdoor retailer who sells yoga and running attire from other, similar brands. Your brand just fit my body and I was hooked for a time. But lately, I’m looking everywhere but your store. I have a pair of pants that I went in to grab knowing my size, or so I thought, that ended up being so sheer I was mortified as I wore them to my next yoga class without a second thought. (This was right before the sheer scandal came to light) I was replacing my first pair of black wunder-unders with the same size, and didn’t think to do a “bend test” , which, by the way, for the price you charge is an absurd thing for your customers to have to worry about before purchasing, I literally choked on my tea when I read that you were asking them to do this….unacceptable.In the past I’ve purchased older editions of the colored WU, both crops and pants, reversible and non and had never had this issue. Although the last pair I bought was probably about 10 months ago. So, I’ve re-purposed these sheer tights into under tunic wear only…I’ve maybe worn them 6 times and already the bottom of a leg opening is fraying. I’ve had the same sheer issue with almost every pair of running shorts I’ve tried since as well, liners showing on every color but black. Also, aside from quality issues….who are you marketing to now? What are these atrocious color combos you have going on, see through neons? The new print looks like something a 10 year old would wear. I used to look forward to the new uploads, I have found not one thing in 5 weeks I’m remotely interested in buying aside from the flow and go. Bring back yoga tanks without razor sharp spaghetti straps, use fabrics that aren’t sheer, make prints for grown women…and I’m not some stay at home mom in her 40′s, no offense stay at home moms, I’m 26…I’m youthful, I love a fun colorway every once in awhile, but it’s getting ridiculous.I’m just flabbergasted at how far down this company has gone in the past year. Hopefully one day you’ll regain some dignity.

Comment by jen — May 8, 2013 @ 11:03 am


Just wait until you have an issue and need to return a $400 item! You WOULD think that in addition to a full credit for return of item with faulty zippers, they would also offer something extra as an incentive to continue purchasing their products? Well, that is NOT the case-so buyer beware! AND, as we all know, not everyone has the “luxury” of wearing Lululemon. LEMON is the perfect word! LOL
Not only has the quality of their zippers and fabrics declined, but they have taken their customer service right with them!
We should all consider becoming “junkies” of a few other lines that continue to sell quality-Lucy would be one of them!
You have now lost another great customer-continue with the nonsense and you will exhist no longer!

Comment by Shelly — May 14, 2013 @ 1:58 pm


I have older lulu crops that I truly love. The quality is super great and they still show little sign of wear. I was shopping for new pants and tops and always review the items before I spend my hard earned money. I must say I’m not so sure I want to purchase lululemon’s very high priced items since the quality is declining so much. I am fully aware of the sheer fabric issue and that is not what I am referring to. I see many peoples complaints about overall quality decline on all lululemon’s clothing not just the see though pants. I have decided not to purchase pants from lululemon’s on line site and get the older pre-loved ones from ebay and have the quality items lululemon used to have. I will also shop other brands for my new pants until I hear the quality of lulu’s clothing is back up to where it used to be. Again….this is not a luon, see thought pants issue…It’s an over all decline in quality in all lululemon clothing. Please return to the wonderful, excellent quality you used to have and I’ll bet you get all your customers back. I’d come back for sure!

Comment by Melinda — May 20, 2013 @ 2:19 am


I am relatively new to Lululemon products, having purchased my first pair about six years ago. I have a small company and work from home much of the time. Originally, I bought a pair of black crop pants for yoga and then found the groove pants which I have adored. Over the years I have bought four groove pants for myself and three more as gifts.

Since I wear them all the time, they are starting to show a tad bit of wear on bottoms and are slightly stretched out. I attempted to buy more pairs just as your production problems became known. At the time, my local store still had some groove pants, but in ugly colors and with colored top bands. All I wanted was black and navy. Sadly, a few new ones came in but in lavender and acqua – and now there are none!

I have gone into the store and called your headquarters. No one can tell me anything about availability. In the meantime, the rest of your clothing has become abysmal. I have bought adorable, useful running tops in the past year but since last fall, I can find nothing. I do not mind paying your prices for clothing that fits well, lasts, and has some design thought built into it – but what is happening with you all now? Are you going under? Our local Lulu store is empty whenever I got past.

Other readers – what retailer would provide an acceptable (and perhaps more affordable) substitute?

Comment by Amy — May 22, 2013 @ 11:45 am


I’d love to know which products were recalled because I have bought a lot of things in the past few years. I find it ridiculous that this was even a problem in the first place but I have also noticed that the thread on the leggings unravels within days of wearing them. I’ve even had to take a pair in because a string unravelled around the waistband and the pants were literally falling apart. Quality control needs to be in check or you will for sure lose me as a customer.

Comment by Caroline — May 28, 2013 @ 2:01 am


Thank you ever so for you post.Really thank you!

Comment by San Francisco tuxedos — May 28, 2013 @ 9:51 pm


Having spent over $4000.00 in Lulu products for my granddaughter I tried the other day to return a pair that had holes in them.

Lulu would not even here me about the problem. Would not accept my return.

Lots of clothes bought no problems no problems.
Problem with one pair and I even brought them for return to a Lulu Lab. They would not even look at the pants.

So from now on all my money is going to go to Icebreaker and New Zealand.

Canadian company made me feel like crap for trying returning a defective product.

Yeah Icebreaker is a lot more expensive but to my eye the colors and styles are far better than Lulus and I love spoiling my Grandaughter

Comment by anon — May 30, 2013 @ 11:05 pm


I appreciate you sharing this with us. If you’d like to chat more about your experience with the pants and in store, give us a call at the Guest Education Centre at 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — May 31, 2013 @ 11:19 am


It’s really amusing, the fact everyone has said the same thing regarding the quality.
I think any of your pants that are so sheer should be BANNED. There is nothing worse than being in a yoga class where people wear tights that show EVERYTHING.
I’ve given up on your brand. The pairs of yoga pants I’m stuck with that are sheer, I only wear when I want to show off my undies.

Comment by emma — June 3, 2013 @ 11:56 pm


Thanks for adding your comments, Emma. If you have some pants that you are unhappy with the amount of coverage they are providing you, feel free to head into your local store or give us a call at the Guest Education Centre and we’d be happy to chat. The GEC’s number is 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — June 4, 2013 @ 3:02 pm


Today I experienced the worst customer service at your queen at west store. I called all over the city to locate a white pair of free fall crops in white. I drove 1 hr to and from the store to leave empty handed. The pants were filthy with black marks and green white board marker and to boot the seam was unravelling. I was told I could buy them, trying washing them to see if it comes out. Is there no quality control in your stores? I checked out the rack with the remainder of the crops and lone behold there were several dirty pairs. Completely disgusting.

Comment by Ash — June 5, 2013 @ 6:53 pm


Dear lululemon,

I’m breaking up with you. Well, I actually broke up with you months ago but now I just want to get some things off my chest because quite honestly, I’m still hurting.

When we first fell in love, I would spend all my money on you. And it was a pleasure to do so because you were worth it! You made me feel good about myself. I believed deeply in you because you were special. Smart, athletic, focused on detail and always went above and beyond for me, exceeding all my expectations. You delivered on all your promises and kept true to yourself. I was proud of you and couldn’t wait to show you off everywhere we went.

But as time wore on, things changed. You changed. First you started squeezing me for more money. I took notice but didn’t care. At the time, my love for you was greater than my love for my hard earned disposable income. Then I noticed you started to break a few small promises. I felt let down but I remained loyal and gave you the benefit of the doubt. “No big deal. Things will get better. It’s all growing pains,” I thought.

But then you started telling lies. Big lies. Lots of big lies. And spread yourself way too thin (no pun intended) to please too many others. How long did you think you could fool me? How long did you think it would take me to notice? I know you better than anyone!!! I know you better than know yourself!!! I loved you for God sake!!!

Ruined by your fame and greed, you betrayed my trust. You took advantage of me and used me. You loved me for my money only. God, it still hurts.

Do you know what the worst part is??? Throughout our 8 year love affair–yes 8 years, before you were nobody!– you didn’t even know how good you had it. You never really appreciated me until I left. Well I’m smart, really smart. Savvy too. I’m honest and loyal. I’m willing to work hard and pay a lot for what I want. But I no longer want you…

Sadly I’ll admit, I’m lonely. I wish there was someone to take your place. But I haven’t found anyone that has been able to ignite the desire and passion I once had for you. Don’t worry. I have hope. I know I’ll meet someone new and fall in love again. For now, I’d rather count my big stacks of cash alone then to be deceived by you once more. I’m done feeling and looking like a fool.

Goodbye lover. It hurts me just as much as it hurts you. Ugh and I still have hundreds of reminders of you in my closet. Literally. Hundreds.

Later lululemon.

Love, Lil

Comment by Lillian — June 5, 2013 @ 10:36 pm


I really like the studio crops and would like to know if and when the waistband issue will be resolved. I purchased a few pairs last year and they had plastic fishline threads poking through and stabbing me in the stomach. This year I decided to give another pair a shot to have the same issue plus a rolling waistband. I do love the pants otherwise; they look great and are comfortable and lightweight. I just wish I could get a non-defective pair.

Comment by Cherese — June 6, 2013 @ 6:33 am


Hey Ash,
Sorry to hear that your experience was less than excellent at this store. Items can get a little worse for wear when tried on and we definitely want you to have access to gear in the best condition so thank you for bringing this to our attention.
~ Somerlea

Comment by lululemon athletica GEC — June 6, 2013 @ 2:48 pm


Hey Lillian,
I really appreciate you taking the time to share this heartfelt post with us. I can hear how passionate you are about our product and how you feel let down. We want our guests to love every product they take home with them and feel confident when they are working up a serious sweat that it will perform to their expectations. We are a stand for high quality product and we are committed to that quality and continually innovating and pushing the envelope with what we create. When an issue arising like this, we want to own it, be open with our guests about it and do what we can to make it right for them. It’s through this that we will continue to grow and develop and innovate.
Thank you again for sharing your thoughts,
~Jenna

Comment by lululemon athletica GEC — June 7, 2013 @ 1:52 pm


Agree with all comments regarding decrease in quality. Especially about studio pants waistband rolling up. So frustrating!! Got more this season, same problem! Too bad. So many want to love lulu but finding less reasons to dish out the $$.

Comment by Lexie — June 10, 2013 @ 4:49 pm


I was wonder when we will be seeing a restocking of wunder unders in black? I’d like to say that like so many other people who have commented on the disappointment as of late in quality, variety etc of the cloths but I gotta say lulu makes the best leggings with there wunder unders and I am in dire need of a new pair.

Comment by Jenny — June 17, 2013 @ 9:38 pm


Cheers for the question, Jenny. The Wunder Under Pant and Crop have already made its way back into our stores. Our online store is also expecting them to be back very shortly, so keep an eye out online in the coming weeks.
~Jenna

Comment by lululemon athletica GEC — June 18, 2013 @ 3:30 pm


I agree with all the issues regarding lack of quality.

We’re being used and abused by lulu lemon. They think we only bought their products for the brand name and wouldn’t notice quality changes.

My web browser still tries to take me to lululemon, but I won’t be buying anything unless the company gives a full and complete apology for their awful products over the past year. I should short the stock.

My question to the community is where are you buying your workout gear now? I heard about an online store that starts with an ‘e’ but I can’t remember the name. Where should I be shopping since lululemon obviously doesn’t want my business anymore?

Comment by catherine — June 19, 2013 @ 3:15 pm


Hi Lulu!

In January I purchased a pair of long wonder unders. This was my first pair of lululemons and I really liked them at first, but they started picking up everything around me. Whenever I’d look at them, they would look extremely furry and my friends would tell me how sheer they looked. When I heard about the recall, I was super excited to return mine for a new pair. Recently, I went into a store nearby and tried to exchange them for a new pair. Unfortunately, the lady was rude and told me that the collecting of fur was not included in the recall and they were not sheer enough to be returned and I was very upset to have spent so much money on a product that only looked good for a short time. I left the store very embarrassed and upset. I am really disappointed in lululemon and I was really hoping that I could exchange this recalled item and get some kind of refund or exchange.

Comment by Madi — June 23, 2013 @ 9:17 pm


Hey Madi,
Thanks so much for reaching out about your experience. luon can be quite electro-statically charged, which is why you can notice it picking up hair or lint if being worn outside of the studio. That said, if you were experiencing sheerness with your pants, we definitely want to make it right for you. Give us a call at the Guest Education Centre – 1.877.263.9300 – and we can help you out right away. Looking forward to speaking with you soon!

~Tess

Comment by lululemon athletica GEC — June 24, 2013 @ 9:49 am


Hi! I just bought a pair of grooves yesterday and wanted to make sure they are not part of the recall before I put them to good use!

Comment by Bridgette — June 24, 2013 @ 2:11 pm


Hey Bridgette,
It’s great you are checking. We feel jazzed about the black luon in our stores and online. We have put in place some shiny new reviewing processes for our amazing luon since March, tightened up fabric specifications and tolerances from start to finish and we’ve also re-engineered the patterns to take stress off the areas that tend to be stretched the most. We totally stand by our product, and as long as you are wearing your true size based on the size chart we have online (http://bit.ly/IlfB6D), your new groove pants will love you as much as you love them!

~Jamieson

Comment by lululemon athletica GEC — June 25, 2013 @ 11:08 am


Hi there, I bought a pair of Groove pants last summer and was pretty unimpressed with the so-called lulu quality. My first purchase and it was with a gift card. I never really wore them because the pulled after the first wash. (I washed in cold and hung to dry with all my other black delicates)
I recently wore them on vacation, and they look terrible. The stitching on the inner seams is fraying, the top of the pants is covered in pills. I’m SO disappointed that nearly 100 dollar pants do this! I totally believe in spending money on quality but it makes me sick seeing the masses wearing the totally over priced brand that can’t even match up to my 3 year old Dansk yoga pants bought at Costco for 30 bucks. Oh yeah, I can throw them in the dryer too.

Comment by Angela — June 25, 2013 @ 7:53 pm


Thanks for sharing your experience with us, Angela. If you’d like us to take a look at your pants, you are more than welcome to bring them into a local store so we can check them out and chat with you about them. Fraying seams are definitely not something that should occur and with such little wear. For the pilling, as you are noticing it in an isolated area, it likely is from wear. Natural fibres have a tendency to stick to luon, so if you were wearing a sweater with it for example, it could cause pilling on the waistband. We can also check this out and provide you with our recommendation.
~Jenna

Comment by lululemon athletica GEC — June 26, 2013 @ 10:49 am


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Comment by Ben Base — June 28, 2013 @ 1:52 pm


I’m done with Lulu, you’re not the same quality all around. Sheer clothing, thin Scuba Hoodies…Same expensive price for cut corners. I’ll be spending my money elsewhere.

Comment by Amanda — June 29, 2013 @ 8:12 am


Hi there, recently while attending a boot camp, one of the other participants took me aside to tell me my pants were completely see through. I checked and sure enough, you could see everything including the print on my underwear.

I brought them back to a local lulu lemon store and was informed lux stream was not part of the recall. The employee informed (and quick frankly insulted) me by saying I probably bought the wrong size. And he also said these pants are made for running not bootcamps that is why you can see through them. Seriously? Needless to say I am completely disappointed and annoyed with both the service and quality of our products.

In addition I bought a run to work backpack from lulu lemon which subsequently ruined 2 tank tops also purchased from your store. When I mentioned this to your employee he said those backpacks really aren’t meant to work with the tanks tops, of course the friction will cause pilling. He told me these backpacks were made to work under light rain jackets and such ….

What is happening to the quality of your products? I feel like I just wasted $300+ on a paired pants you can see through, a backpack I can only wear on top of a rain jacket and 2 tank tops that look like they are 10 years old because of pilling …..

Comment by Raylene — June 29, 2013 @ 8:49 pm


Hey Raylene,
I’m sorry to hear your are unhappy with some of your product and your recent visit to the store. Luxtreme is a fabric we have designed for running as it is super light-weight, buttery soft and inherently wicking. Our luon fabric on the other hand is one we designed for providing the right amount of coveraeg when you are going to be stretch, bending and twisting, whether that be in yoga or bootcamp and is the fabric we’d recommend for those types of activity.
So we can chat more about your experience and talk about your run crops, give us a call at the Guest Education Centre. You can reach us at 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — July 1, 2013 @ 11:52 am


I think the return policy is ridiculous. If an item has not been worn, tags still attached, and still on the rack in the store I think it’s bad customer service to not allow a return of that item. I’m one day over the return date and can’t return it. It makes me not want to stop shop there, and I’ve been a very good customer buying lots of things for myself and my family. And the reason I wanted to return the top I bought is the quality is so low comapr

Comment by trudy williams — July 14, 2013 @ 1:12 pm


Hi Trudy,
Sorry to hear about your experience. I can imagine how you now have a garment you don’t have use for. We’d love to chat more about which local store you went into and work on a solution so please reach out to us at the guest education centre – 1.877.263.9300 with these details.
~ Siya

Comment by lululemon athletica GEC — July 15, 2013 @ 12:57 pm


Hello,

I have two pairs of studio crops (no liners), one is older and one was purchased in May. I am frustrated with both of them because the material is rough on the thighs. This happens after just one or two wears. I’m 5’11 so I never dry my clothes and always wash with cold water. The pants aren’t tight on me at all, so I’m not sure what’s causing this. I thought it was something I did with my first pair, but now I realize its lulu. I paid $88 for these and they look old and worn after a week! What are my options? I have a pair of lulus from 10 years ago that I wear at least once a week and they are in WAY WAY WAY better shape than the ones I purchased last year and don’t wear as often. Please let me know if I can return my crops.

Lori

Comment by Lori Dawn — July 19, 2013 @ 8:46 am


Hey Lori,
Thanks for reaching out. If you experience an issue with one of our products, definitely let us know right away. If you are near a store, feel free to swing by with the pants so they can take a look at them for you. Or, you can give us a call at the Guest Education Centre so we can chat with you about your pants and better understand what you are experiencing. You can reach the GEC at 1.877.263.9300
~Jenna

Comment by lululemon athletica GEC — July 19, 2013 @ 11:38 am


the pants are still see through! a worker told me “this is our new luon its not see through” right then and there I picked up the pants, put my hand inside spread my fingers and there you go SEE THROUGH!! this was in JULY 2013…. they have gone with a cheaper fabric, and outsorced to cheaper country WHY aren’t the prices cheaper? reflect the quality of your clothes, they are worse than Costco at this point. and Im not wearing the WRONG size, the CRB are sheer, the Swiftlys are sheer, and I have a ton from years gone by that are not see through. its YOU lululemon, not US

Comment by dd — July 19, 2013 @ 2:44 pm


I wish I would of known about this part of the site last year and the year before. I use to be a loyal buyer, I have 12 pairs f groove pants, 2 pairs of another style, at least 10 pairs of crops. Not only was I buying my own but for my b’day and Christmas my brother faithfully bought me a $200 gift card. After the last 2 pair of pants that I purchased I will not be returning. 1 pair when I wear them the inseam twists the front and the other pair the stitching in the right seam came out. I am not impressed that the quality of your product has seemed to of gone down hill. As much as I use to love them I am very skeptical about purchasing another pair. I have back problems so it’s not like I can just return them the next time I am out. I hope that you rectify the problem or you are going to be losing a lot of clients. It’s too bad I couldn’t have my problem rectified.

Comment by Melany Hydra — July 22, 2013 @ 7:25 pm


Yes, I just received a new pair of black Wunder Unders today in the mail – July 23, 2013. I put my hand in to test the sheerness and was shocked at how see through they are. How this can be touted as an improvement and no longer see through is absolutely mind boggling. I have bought my last item from LuLu. Moving on to Zella.

Comment by Rene Potter — July 23, 2013 @ 12:28 pm


I just realized that a pair of groove pants that I bought in March are see through. Just wore them today for the first time and noticed that they are completely see through when I bend over. Sure hope lululemon will exchange them.

Comment by Staci — August 12, 2013 @ 9:52 pm


Dear Lulu,

How can I ever trust you again?

Heartbroken Lululemon Lover who’s now sadly searching for rebound

Comment by Jeannie — August 15, 2013 @ 5:50 pm


I am a newly graduated D1 athlete and work in a physical therapy clinic. I have been hearing a lot about the decline in lululemon quality within the last year. I always wrote it off since I absolutely LOVE all of my old gear that I bought from lulu during my collegiate career. The majority of my lulu pants are about 2-3 years old. They have held up great. But newer purchases made within the last year have worn down incredibly fast (problems with stitching as well as small holes popping up out of nowhere..) Now that I am looking to buy new, professional looking yoga pants for my work at the physical therapy clinic I am astounded by all the comments I am seeing! Almost EVERY SINGLE ONE is negative! I was about to just buy new astros and grooves in my normal sizes online, but after reading their reviews and then seeing all of the comments on this blog there is no way I am going to risk dropping $400 down the drain! You’ve lost another large order, which I assume is happening much more frequently now that word is getting out about your poor quality. It is simply not worth the money anymore. Instead of cutting corners to make more money you should go back to the old material. That old material MADE YOU. Why change something that was doing so well? I don’t have the time to drive out to a lulu store to repeatedly do the bend over test. Even if the pants didn’t look see-thru at the store, I’d be terrified that in only a few wears there would be massive pilling and holey seams, then I would have to ATTEMPT to return them… Definitely not worth the risk for me right now… I’m looking elsewhere for high quality yoga pants now.. which saddens me to say since I used to refuse to buy yoga pants from anyone else and I loved to rant and rave about your products to patients and fellow athletes! But.. no more. I’ll have to wait till I start hearing good things about lulu again before I return to your stores… but till then it’s off to Nike and I’ll have to check out some high end yoga clothing stores…

You’ve lost another (formerly loyal) customer. How many more customers will you lose before you change back to the old fabric or until lululemon goes out of business?

Comment by Sarah — October 2, 2013 @ 8:46 pm


Hello. I’m just going to say the same thing that everyone else is saying with the hope that something will change with the masses constantly on your case.

I am a full-time yoga instructor and have been buying your clothes for several years. I only go shopping two or three times a year at lululemon, but I wear the clothes nearly every day. I started noticing, just by feel, a change in your clothes (thinner material) about this time last year. I guessed you were trying to make them lighter, like maybe this was new clothing technology, but now I think maybe they’re just made of a cheaper material these days. In the spring I tried on a pair of brightly colored wunder unders and I could see my cellulite through them (I am quite fit and have a normal amount of cellulite)…gross. Lululemon used to be the one place I could shop without having to bend over in the dressing room to make sure everything was ok, but even if there weren’t the danger of possible sheerness, super-thin material just isn’t as flattering. I actually do want to feel like I’m wearing pants when I go out in public.

So whatever you’ve been trying, everyone notices the change and it isn’t working, so please go back to what you used to do because it was awesome.

Comment by Rachel Breeding — October 4, 2013 @ 4:05 pm


When you first published that we could take the sheer pants back for an exchange, I took them back to the store and the lady snickered and said those are running cropped pants, it doesn’t matter if they are sheer. So I shoved them back in my bag and walked out the store. Horrible service and I expected Lululemon to stand by their commitment to exchange the defective item. Unless you contact me directly and attempt to fix the problem, you have lost yet another loyal customer!

Comment by Vivian — October 6, 2013 @ 8:43 pm


Hi Vivian,
Sorry to hear about this experience. We want to make this right for you, could you give us a call at the Guest Education Centre, 1.877.263.9300
~Katelin
Online Community Team

Comment by lululemon athletica GEC — October 7, 2013 @ 10:10 am


I have been shopping at Lululemon for years now, ever since a store opened up in the mall. My experience at the store has always been great, and all of the clothing I have bought from there has lasted me years! When people are complaining about the pants being “sheer” and than saying they wear them “almost every day for the past 2-3 years” sounds absolutely pathetic. Of course pants that you wear that often are going to eventually wear out. Specially after washing them and sweating in them. Also, if you are not washing them properly, they wear out faster. But if you do wash them the right way, they can last forever.

I have always heard great things about Lululemon and every time I walk into a Lulu store, the service is always helpful and knowledgeable about the product. It was also an absolute zoo in there. Doesn’t matter what day it is or what time it is, it is always super busy with customers from 12 years old to 65 years old.
In my eyes, there is nothing compared to Lululemon and I will always be a loyal customer to them (along with my family).
Keep it up Lulu!

One more thing,
Please bring back the Lulu Pant!!!!

Xox Taylor

Comment by Taylor — October 20, 2013 @ 7:12 pm


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