lululemon knows why.

When asked to think of a company that understands why they exist, I didn’t hesitate to think of lululemon athletica.

lululemon athletica just gets it; they know why they exist, and they carry that out through every one of their services.

I became a fan of lululemon, and genuinely began to understand, and more importantly, appreciate what they stand for, ever since I got to college, three years ago.

They’re a brand that goes far beyond their products; their loyal customer base is why they exist. They are a company that truly sticks to their mission statement:

Creating components for people to live longer, healthier, fun lives.

In fact, a few months ago, I had an issue with a pair of lululemon leggings, and the entire issue could not have been solved any smoother or more professional; it’s a story that I share anytime lululemon comes into conversation (which is more than you’d think…especially with college students).

A few months ago, I noticed a very small hole in my favorite pair of leggings, actually the first pair of lululemon leggings I ever had…so this was basically a travesty for the basic white girl that I am.

I had heard how great their customer service was, so I put it to the test. I tweeted a picture of the hole to their official Twitter account, and explained how upset I was, and within minutes they slid into my DM’s (directly messaged me).

Screen Shot 2016-04-18 at 3.33.30 PM

After messaging back and forth for a few minutes, they provided me with their customer service number that I ended up calling a few days later.

The woman on the phone could not have been nicer. She gathered some personal information from me, as well as information regarding the pants, and emailed me the return label while we were still on the phone, in order for me to ship my pants back to their warehouse…for free.

I had my dad, who works for FedEx (#blessed), ship my pants back for me, and exactly two weeks later, I received an electronic gift card from lululemon for $92. Naturally, I bought a new pair of leggings within 5 minutes of getting the gift card…it felt like Christmas morning.

lululemon gets it; they know why.

Take note people!

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4 comments

  1. Ellie O'Neil · April 20, 2016

    Hi Molly! This is such an awesome story. I ripped a pair of my Nike leggings a few weeks ago, and thought about bringing them into the store or calling to (hopefully) get them replaced for free, considering the rip was nowhere near a seam or anything, but still haven’t done anything about it because I’m convinced they won’t help me. If only my leggings were lululemon! It sounds like this company really knows what they’re doing. Other brands should take note!

    Like

  2. Katie Herman · April 26, 2016

    Lululemon is my hands down go to clothing company and this is exactly why! Needless to say, as a college woman I wear leggings almost everyday to class, to the gym or just to relax. Every pair of leggings I own (more than I would like to admit) are Lululemon. The quality and service the company provides is unmatched. They hem pants for free, fix holes, make hassle free returns ect ect. I cannot say enough nice things about this company!

    Like

  3. Dan Carcamo · April 27, 2016

    Molly although I do not own a pair, this was a great article. I have heard of the great customer service that Lululemon provides and that’s why it is such a big brand and has a loyal fan base. So i gained some knowledge and gain some fashion sense, I think.

    Like

  4. Alicia Wilson · April 27, 2016

    This is awesome! Honestly, when I first saw that this blog post was about Lulu I wasn’t sure which direction you were going to take it. I know for many people Lululemon is a controversial company. I was surprised to see that you were advocating for it and I think that’s awesome because I love them as well! I didn’t know that they would be so great about sending you a gift card. I definitely agree that they know they’re mission.

    Like

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