lululemon Store Support Centre (SSC) Review

LuluLemon gets a 4/5 after a Paypal debacle that they corrected. First and foremost do not use Paypal to check out from the LuLuLemon site. I don't even know why they have it as an option on their website.

I had spent about 30 minutes perusing their site as I have done many times in the past, and decided I would use my Paypal account to check out the items. My Paypal is linked to my RBC chequing account.

I checked out, was sent to Paypal to confirm the purchase and then sent back to the LuLuLemon site which promptly told me that an item was not available to purchase. All items were still left in my shopping cart. Paypal however, dinged my RBC account for the the full amount including the missing item.

Since it was the middle of the night I had no recourse but to call LuLuLemon in the morning and ask them to cancel the Paypal transaction, and thereby restoring the money to my chequing account. In the morning I spoke to a female who explained that Paypal takes the money sometimes, and the items will not go through.

Seriously?! So why have Paypal as an option? Also, why is the webmaster at the LuLuLemon site allowing that to occur? This conversation went on for about 30 minutes, as she took my info, and said she would cancel the transaction. I could expect the money back in my account in 3-5 business days. What?! I asked her what could I get in terms of a promo code or gift card for my hour wasted on a botched transaction, telephone call, and delayed funds. She said she couldn't offer me anything. I asked her who could offer me something. She replied that someone would be in touch with me.

Later in the day I received a phone call where once again I explained what happened, and once again it was explained to me that Paypal does that sometimes. It was ridiculous to say the least, that it was a known thing at the LuLuLemon online empire, but they didn't bother to get rid of Paypal on their site. The girl said if I had used a credit card and the item was unavailable, the purchase would not have gone through. So again, I asked for a gift card for my troubles, and I was admonished for asking. I had to explain to this person that my time was money and I had wasted time redoing the order with a credit card, and talking on the phone with them to sort out their mistakes. She consented to a gift card, but I didn't receive it in my email as she said I would.

I went on Twitter and contacted LuLuLemon the next day. I received my gift card in my email within a few hours. Kudos to their Twitter team. Thumbs down to the webmaster, and the two women on the telephone for their silly explanations.

THE BOTTOM LINE: People go shopping online to buy stuff. Not have their money taken with no items being sent to their door. It should just work. PERIOD. But if it does not work, you better compensate the customer!