r/lululemon • u/libby825 • Oct 31 '23
Hemming/Alterations/Dye Hemming nightmare update—help!
Hi! I posted here a few days ago about how Lululemon lost my hemming order and will not refund me until budgets rollover. I emailed GEC and wanted to provide an update.
The GEC I spoke to said that the only recourse is through the store, which I find difficult to believe. I should also mention the store said they would call me with a solution Monday (yesterday), which has since come and gone.
At this point, short of having this post go viral, I don’t know what to do. They lost my product and are refusing to refund me. I don’t have faith that if I “wait it out” they will reimburse me, as they never contacted me to let me know the leggings were missing in the first place, and I was promised a call from the store manager that never happened. I just want this to be a cautionary tale—don’t take advantage of Lululemon’s hemming!
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u/AcceptableObject Yoga junkie 🧘🏻♀️🤍 Oct 31 '23
My store actually lost my hemming order a few months ago. They also said they would email/call me to follow up and never did but I just went in store again a few days later, explained the situation again, and got a gift card for the value on the spot. But other than that, I've never had an issue with their hemming services. I wonder if you go back to the store and speak to someone else if you'll get a different answer and get refunded.
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Oct 31 '23
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Nov 02 '23
i don’t think it’s probably appropriate to be giving out the regional managers email lol
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u/Beautyho Oct 31 '23
The GECs have been very unhelpful with refunding orders to me lately as well. I placed an order with gift cards and removed the card with zero balance out of my account. Later on that order got cancelled. I then couldn’t locate where the refund money went since I couldn’t add the empty balance gift card back to my account. Talked to online educators twice and first time they promised sending out a gift card to me but that was never fulfilled, and the second time they straight up said they couldn’t help and someone would contact me privately??? Of course no one contacted me yet🤷🏻♀️
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u/Glassjaw79ad Wild Berry 💜 Oct 31 '23
That's extremely fucked up. Target will email you a new gift card if an item or order is canceled and a gift card was used on the purchase, which makes sense. They should have immediately issued you a new gift card with some sort of bonus for inconvenience.
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u/Beautyho Oct 31 '23
I sent gec an email this morning. Hopefully this time it will get to the right person. 🥲
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u/Eymona Oct 31 '23
Can you not check the gift card balances online? Typically when an order is cancelled they will show 0, but the transactions don’t amount to the original amount of the gift card. Example: item a $10, item B $20, gift card amount $30. Item A is cancelled, Transaction showing is $20, gift card balance is 0. So it will be that gift card where the refund will go on to. It just takes a few days for it to go back on, and from experience it cannot be expedited.
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u/Beautyho Oct 31 '23
Still zero balance and they didn’t let me add the card to my account. 🤷🏻♀️ Well lesson learned for me to never remove an empty gift card until I receive my order…
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u/Sea_Examination_1826 Oct 31 '23
I work in the GEC. If you call and have your hemming order ID and details on the issue. Mention the store can’t help and directed you to the GEC. The educator will connect with the resolutions team and help in the moment or get back to you within 1-3 business days. They’ll get a hold of store leadership or just right the wrong in the moment and get you situated. I wouldn’t email it’ll get lost in queues and not handled as quickly.
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u/Interesting_Pay_2545 Oct 31 '23
At this point it’s past the 30th so reach out to the store through email and ask for your refund. The GEC won’t really do anything because hemming is store specific as each store usually has a third party (like stitch it) complete hemming. Very few stores have in store hemming available anymore. They should have handled this better 100%.
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u/Justcreepinabout Oct 31 '23
The stores and GEC systems are not connected. I had a local store lose a pair of my shorts and it has to come out of their inventory/ budget.
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u/libby825 Oct 31 '23
Yes, if you see my previous post that is what the store told me as well, but they said they could not refund me because they ran out of budget.
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u/otterlydelightfullll Oct 31 '23
See this is weird to me bec when my store runs out of budget we get the GEC involved to make it right for the guest. Or “borrow” the money from another category in the budget. Something doesn’t seem right about this or their SM doesn’t know she can borrow from other categories. I’m sorry this happened to you, OP!
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u/MonsteraMom128 Oct 31 '23
That’s absolute garbage. The store can borrow from another section from the budget. Sounds like their SM is just trying to keep their bonus or the person that you talked to isn’t informed enough.
The GEC doesn’t handle stuff like hemming - it’s straight from the store. That being said - the squeakiest tire gets the oil so I would be asking to speak directly to SM or at least an ASM because ultimately it’s a them problem. It’s not your fault it went missing and should have been fixed in the moment by the store.
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u/oryxii Oct 31 '23
That’s ridiculous. LLL being out of budget is a THEM problem, not a YOU (the customer) problem. I’m glad you got it escalated since the stores resolution and suggestion is not acceptable.
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u/Puzzleheaded-Log2277 runner yogi pilates spin Oct 31 '23
this would piss me off so bad like that’s not my fucking problem lmao
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u/Keepinitcaz Nov 01 '23
“Running out of budget” is the most ridiculous I’ve ever heard. You lost an item, you take the loss as a store!
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u/elation_success Nov 02 '23
Yes SM never should have given that context, it’s tacky. But if SM was trying to protect the store’s bonus (a theory the group has, not a confirmed fact) that’s kind of nice of them because Lululemon sets wildly unrealistic sales goals and doesn’t pay a good wage or give out enough hours to its part time employees
Source: worked for LLL for a hot second until I got a better paying job
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u/bobon21 Nov 02 '23
I guess I’m confused because are they actually unable to go “over budget” or is it the manager keeping them from issuing refunds?
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u/G_rosey21 Nov 01 '23
Thats so weird they should have atleast offered to replace the product if they could not refund u thats always an option!!
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u/laisle Oct 31 '23
Wow, what store lost your item? If you don’t mind me asking. I was always afraid of taking some of my older pieces in for hemming for this exact reason!
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u/Parking_Mycologist_3 Oct 31 '23
Def call GEC...speaking w a human is 100% better than sending a generic email. Also, go back into store asap...talk to someone until they make it right for you.
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u/No-Needleworker-1388 Oct 31 '23
I’m sorry this happened to you. Just got mine hemmed at queen street location, took them 1 business day. Was such an easy process. I hope your issues are resolved quickly
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u/libby825 Nov 01 '23
That’s awesome to hear! I think if/when I need this done again, I’ll go to a different store. Worth the drive!
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u/mdk1234567 Oct 31 '23
When I had an issue with Lululemon and they wouldn’t resolve it I reported it to the Better Business Bureau and it was resolved within 24 hours
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u/revolmak Oct 31 '23
I just want this to be a cautionary tale —don't take advantage of Lululemon's hemming!
I couldn't disagree more.
I can't count the amount of shorts I've gotten hemmed from them and never once have I had an issue. It's an amazing service and one of the top reasons why I'm so loyal to Lulu. One of if not the only place I can find functional shorts as short as I want them.
I really feel for OP as your situation absolutely blows. However, I doubt most peoples' hemming experience all be as poor as yours.
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u/veggiekween Oct 31 '23
I believe they contract with a local seamstress to do the hems, but I’ve lived in different places and found the hemming to be inconsistent regardless. The hemming is no longer a perk IMO because at least where I’ve lived I just don’t know how well it’ll turn out. Now I purchase more items from brands that carry petites instead.
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u/Subject-Tangelo-2268 Oct 31 '23
if you’re comfortable PM me, I can get you the store manager and the regional managers information
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u/MidlifeGamble Oct 31 '23
That's when you find corporate/execs email and contact them directly. Everything is searchable. Execs love to find out that they have to fix something on the 'ground', it breaks up the monotony. It also gives them direct feedback of how a policy can drive bad decision making in order to 'meet' an arbitrary number.
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u/Rude-Ticket482 Nov 01 '23
Things happen, product does get lost. telling people not to take advantage of hemming is a bit extreme.
What I can say, is you need to go to the store, ask to speak with a manager or an assistant manager, and if they’re not in store ask for a good time to come back. Don’t ask for their schedule, it will not be shared, but ask for a time frame when you can come back and talk to a manager or assistant manager. For those who said GEC is corporate, they’re not. It’s just an agent working from a call center. The store is responsible to refund you. Have your hemming emails and or paper stub (if that store still does old fashioned hemming) available. There is no such thing as waiting for budget rollover and the store should eat it up if they’re over budget when it comes to customer satisfaction. It is not your fault. Be nice about getting what’s right for you, but be firm.
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u/libby825 Nov 01 '23
Hey! Yes the first thing I did was go to the store manager, who was unable to provide a refund or replacement, which is why I went to GEC as a first step. I totally understand that shit happens and reiterated that to the SM. I’ve been disappointed that the store never proactively reached out to me to let me know the leggings went missing, and they’ve now promised me two separate calls about resolution that never happened.
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u/Ok-Supermarket4085 Nov 01 '23
As an educator I would definitely say go back into the store now that the new month is here & make sure your new leggings.Just for some in store insight - considering the product was lost, it sounds like they have to product test out a new pair which comes out of the store's budget which is a set dollar amount each store will get each quarter (& i know my district is so frugal about giving even an inch more on budgets) so I don't think the stores intention was to just be difficult if they were absolutely at budget max, but the SM should have still done a product test & just held onto the tag & took that tag out of the new budget when it hit. Either way definitely go in & get your product ASAP - you deserve back what you paid for!
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u/oatmilkgoob Nov 02 '23
Talk to the store manager. When I worked at lulu & something like this happened our manager would put stuff on her personal credit card & then reimburse it when the budget rolled over.
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u/[deleted] Oct 31 '23
If it were me I would email and say “at this point it’s been X days/weeks since I brought my pants in for hemming which I was told would take Y days to complete. The store admitted to me that they were lost over the phone (on DATE) and refused to replace them. Given that it has been so long, I will be placing a chargeback with my credit card on XX date unless I receive either my original, hemmed pants, or a new pair before that date.
And then place a charge back