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January 2026 by Osman
Good products, terrible customer service. I ordered pants online, wore them once to test the fit, and tried to return them in store — they refused because they’d been “worn once.” How is anyone supposed to know the fit without trying them on? Makes zero sense and really hurts Lululemon’s reputation.
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December 2025 by Jasmine Pannu
Terrible experience at the checkout with return policy. The Indian girl named Laksh was so rude and loud saying she cannot return or exchange due to 30 days return policy, i purchased in sep end, product was brand new with tags. She could have said in a professional manner, she said she had told me before and she is repeating again that now she can’t return or exchange and the girl next to her was staring at me. I felt completely offended. lululemon should raise their standard and have wel trained respectful staff at the customer checkout.
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November 2025 by Dominique Bautista (qu3tin)
I purchased an athletic pant online and received it only to find that the logo was missing. I wondered if Lululemon’s quality had changed, since I haven’t bought their pants in a while. I checked online and confirmed that the style should have a logo, so I went to the store to exchange it for a proper one.
The store was extremely busy this afternoon, and some staff weren’t even sure whether certain pants should have a logo. They asked me to search the store myself to find the same pattern to confirm. I understand they were busy, but Lululemon is known for its high customer service, and this felt like very low support. After about ten minutes of looking with no luck and needing to leaveI left the store.
Later in the evening, on my way home, I stopped by again just before closing, hoping it would be less busy. I finally spoke to someone and explained the situation. I really shouldn’t have to go out of my way to fix a quality issue on an item I paid for, but I made time because I loved the pattern and couldn’t find anything similar for the price I paid.
Even though I stayed calm and pleasant, I was genuinely frustrated. They offered me a refund (since my size was no longer available online), a store credit, or what they called a QP, Quality Promise. I understood this to mean I could exchange the pants for another item since the product I received was defective. Lululemon sold me a faulty item, and I expected them to resolve the issue without further inconvenience or cost to me.
However, when I was about to exchange it, the sales associate told me I needed to pay the price difference since the pants were no longer on sale. They didn’t honor their mistake, nor did they clearly explain what the QP actually covered. At this point it was 9pm, I had already spent 30 minutes in the store, and I was exhausted and disappointed. I just agreed to pay full price. I even bought a top because I felt like I was inconveniencing them when in reality, Lululemon had inconvenienced me, my time, my energy, and even my budget.
I left feeling gaslit and duped. I came to resolve an issue with a defective product but ended up paying more than expected because the staff made me feel as though I had brought in something fake as if I were trying to scam them. When I finished explaining the situation, the associate, Jen, responded with “I believe you.” When I questioned the phrasing, they reworded it to sound less accusatory. Jen also consulted their lead out in the open, speaking in a way that made it sound like they were doubting my honesty. They didn’t even ask to see my order confirmation email, which would have settled everything.
After leaving, it hit me how unpleasant the entire experience was. I was made to feel deceitful, and it was disheartening. I’m now trying to make sense of my emotions and decide whether I should return the products altogether. I’ve always loved Lululemon, but the quality of service was terrible, and I didn’t feel welcomed or comfortable in the store.
Compared to Aritzia where I always feel welcomed, even if I walk in straight from the gym or while running errands as a busy mom this was a stark difference. I wanted to stay loyal to Lululemon because it’s Canadian, but experiences like this make me consider switching to brands like Alo if it means better service.
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September 2025 by Laura Tedham
Seems I’m not the only one who feels this way about this location. As a previous employee of the company & a huge fan of the brand, I’m embarrassed this is who works at this store. Specifically the blonde woman working the till this morning. You could just tell she was ready to say no before I even asked anything. I was unaware they changed their quality promise a few years ago, and brought a couple pairs of aligns in that were obviously pilled. The woman at the till seemed like she took real joy in telling me they “were actually in really good condition” (like what? I know what pieces have held up and these are not them) and that they changed their “policy”. I seem to remember not being allowed to hide behind “policies” when I worked for the company. Not only that, but just be nicer. She could have said it in so many different ways. I live 2 mins from this location & I’ll be driving to Langley from now on.
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July 2025 by Ashlee Webb
Id like to give 5 stars to the two sales associates that assisted me while shopping and during check out (red haired gal and black gal, both were so lovely and welcoming) the 1 star is for the girl working at the back at the change rooms, she wouldn’t look up from her phone when I asked her questions. Could not be bothered and was very dismissive.
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April 2025 by Lyndsey Busch
Thankyou to the employee (I didn't get her name) that helped me today! She was so helpful took her time and listened to my needs for an upcoming run with some amazing recommendations. We need more customer service out there like I recieved today! Thankyou from a happy runner /trainer
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April 2025 by 5679 W
Staffs are very friendly and the clothing also excellent
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April 2025 by Kym Manubag
The least welcoming Lulu store in the lower mainland. I’ve been to this location a number of times, enough to know that majority of the employees were rude to poc customers. Those same workers were more accommodating to eurocentric customers… One worker glared at me the entire time I was at the store. I approached her to ask about an item I wanted (since she was staring me down anyway) but she was very dismissive and brusque. I didn’t get to shop around to my heart’s content because of how uncomfortable I was during this situation, so I left. There definitely were some nice and helpful workers at this location; I just never had the chance to be assisted by one. As much as I love lululemon, I don’t think I’d visit this location ever again.
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January 2025 by L N
They were the best lululemon store I have been so far. I met two employees and one of them helped me passionately to find the clothes and the other one in the counter was so nice. Thank you!!
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January 2025 by LIZ
Nice place to find cool stuff to wear for your gyms
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January 2025 by Ashish Madan
Lakshana and manager Jacob
Kudos to both of you .
Helpful, kind & considerate.
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December 2024 by Gurman Sekhon
I had a amazing experience with Sarah as she helped me with my pants that needed hemming. If you want great service go see Sarah.
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December 2024 by Sabrina G
They “Lost” (stole) my pants. I brought a pair of lululemon leggings in (that I had for several years) to be hemmed. They were older but in perfect condition. After two weeks of waiting for something that was supposed to take a couple days I inquired and they said they were ready. I noticed immediately without even unfolding them that the pants that were returned to me were not my pants. At first she tried to tell me that it’s not possible because they safety pin a tag to them to identify the pants. I assured her they weren’t my pants which was quite obvious to me since they were pilled and the reflective logo was worn off and the waist band was different. They provided me with a new pair which I was initially satisfied with but they turned out to be much thinner and weren’t as nice a fit or quality as my old ones. I would not recommend bringing them anything to be hemmed if it isn’t from a current line, if one of their staff likes it they might just keep it.
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November 2024 by rajvir basra
Just wanted to share that my experience at this store was awesome, Staff was very helpful and Muhammad is a standout rep!
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October 2024 by Rahel Staeheli
I always have such a great experience at this store. I visited yesterday on my birthday and the staff again went out of their way to help me find the perfect winter coat. Sarah at the counter was so friendly and helpful! Thanks South Surrey Lulu!
