lululemon athletica

I bought my girlfriend a few items here as a gift and one did not fit her so she went in for an exchange (not a refund). It was less than 30 days since the purchase and apparently the item was on sale now so they would only let her get an exchange for the lower price — not the amount actually paid. Very inappropriate practices /​horrible customer service /​will never shop there again!

Let me start by saying I love Lululemon. I own several items all which have lasted a long time. This location is the worse I’ve visited. I have been to at least 7 or 8 locations across the U.S. The people working were rude. No one acknowledged me as I was shopping. No one asked if I wanted to try anything on. No one asked if they could set some things down for me as my hands were full. The employees were all in the back chatting with each other except the one girl checking people out. While I was checking out one of the girls came up from the back to complain to the girl ringing about how she was ready to go home. She then went on to check her phone and get an attitude when I asked her a question. I decided not to buy everything I wanted because they didn’t deserve my business. You need to work on your customer service Lululemon Indianapolis!

Warning: lululemon is pricey. We’re talking a pair of leggings/​capris/​running pants is going to cost you almost $ 100. But, they are true investment pieces and the best spandex I’ve ever owned — the great quality keeps up after many washes and wears! (Just be sure to closely follow laundering instructions!).
I’ve always been impressed w/​the customer service. The staff is attentive and will help you but won’t creepily follow you around the store.
They’ll take your items to the dressing room and write your name + fave fitness activity on the whiteboard — cute touch!
Best part? They’ll do complimentary hemming in the store. Don’t like how long the leggings are feeling? A store employee will have you stand in front of the mirror and pin them where you want them. Pay for them in store and come back in a few days for your perfectly tailored pants!
Helpful hint: they have a clean, private bathroom in the back near the changing rooms.

WOW! What an amazing customer service experience! I can only thank Katie and Joe for helping me and my Mom with several different returns, care instructions, and purchases. They were both extremely helpful and friendly. I have been wearing LuLuLemon for over ten years and travel throughout the country. I look forward to my return to Indianapolis!!! THANK YOU!!! :)

This is the first time I’ve been in any lulu, and I probably won’t go back to this one. I went in looking for a specific bra. Once I actually got an associate to acknowledge my presence, she acted like I was interrupting her. I told her the exact name of the bra I wanted and she just said «oh. I don’t think we have that» and wandered away. No «let me help you look for that» or «I can try to order it for you.» Just really disappointing, because the stuff in there is really cute, and I wanted to spend some money. It wasn’t busy at all– just me and maybe two other customers so there was no reason for the girl to brush me off like that. If they improve customer service I’ll consider coming back, but not anytime in the near future.

Let me admit — prior to this visit/​review, I was so intimidated by the thought of a Lululemon store and the level of «fitness» inherent within that it took me a really long time to enter the store and to get up the guts to actually *try on* clothing here… but I did it. I will spare you the details and back story, but let me just say this: one employee has the ability to make or break a business.
Picture this: enter a store where every employee is fit, wearing tight, gorgeous Lulu workout gear… very intimidating for a gal like me. There were a few tiny, young employees chatting between themselves. Nope. Kept walking. We chose to browse around ourselves and I picked up a STACK of random things having no idea what I needed to try on. I just knew I wanted a nice pair of pants to go to my various fitness classes in.
Jessica was the attendant for the dressing rooms the evening my husband and I ventured in to this store. I had NO clue what size to try on or even what fabrics I needed to suit my relatively new found active lifestyle. Put simply — Jessica was a God send in so many ways. She knew the right questions to ask and took it upon herself to became my personal shopper to ensure that I was trying on things that fit — and actually made sense for me to purchase. She was SO genuine and never once did I feel that she was fake or judgmental. I am not just saying this because she was complimentary — but she honestly made me feel good… and fit… and healthy… and happy.
Again, I could go on and on… but know this, Lululemon: you have a true gem of an employee at your Keystone store. Sure, you have a gorgeously clean and well organized store, and an amazing product with a fabulous reputation… but your employees are what drives your business. You need more Jessicas.

Lululemon stores tend to vary a lot in customer service. This one tips in the crappy direction. Both of the sales gals I interacted with lacked any motivation to help me in looking for a specific item I came to the store to find. The greeter gal at the entrance handed me off to another that assisted me for all of 15 seconds before she got disinterested and wandered off. I was the one who found what I was looking for and even then at the checkout the greeter gal was unable to remember what she was doing during the transaction. She tried ringing me up for an item I told her I did not want. It was irritating helping someone do their job. Neither seemed to care about helping customers or making a sale. I was just passing through the area and needed to stop for a different store, but this is the most disappointing lululemon store I have been to because they lacked customer service, product knowledge, motivation and gray matter.

I am pretty surprised to read all of the negative comments about the staff of the keystone store, I am a loyal shopper there and have no alliances to them, but have had fantastic customer service. What I will agree to is that lululemon has absolutely the worst return policy known to mankind… and that is coming from someone who has never returned anything there. I just make damned sure I want to keep an item before I buy it and I am not buying gifts there for sure, gift cards… maybe. And as far as the complaints on quality, price doesn’t dictate quality, it should but it doesn’t. Nike runners aren’t made better than any other brand, the materials probably cost 47 cents, you are paying for the brand and the style, there are 9 million posts about the deteriorating quality of the waistband in the dance pants, but everyone still acts surprised when it happens, so I only partially blame lulu. I do think that lulu should care more, writing back to the customer that you will pass the information along is a bit condescending given that the same review has been posted for 3 years on those pants but they still won’t return to the original waist band because they still sell enough to be more than profitable for much less cost, they are no dummies. Anyway, I am a fan of the keystone store and staff and will continue to shop there.

I’m a runner and go to yoga classes a few times a week, so Lululemon should be my dream store. However I have had really bad experiences at the Keystone store and do not plan on spending anymore money with them. The customer service is fairly horrible. I can only remember one time that a sales person reached out to me. Most times I wandered around the store, checking out various items, but not one of the employees, who were folding clothes or chatting, approached me to ask if I needed help or what I maybe was shopping for. I also had a somewhat ridiculous experience trying to return a pair of spandex running shorts, which had fallen apart after two and a half months of wear. I had bought them on sale, so I certainly wasn’t expecting to get my money back. I was just hoping for store credit. Instead the cashier basically bullied me into sending them off to be «repaired.» I was kind of shocked that a pair of running shorts split at the seams after such a short time of use, especially ones that had originally been fairly pricey, and didn’t really want to continue running in them. Needless to say I was unimpressed with the quality of the shorts. I’m happy to pay more for clothing that will last, but that was not the case here. Between the rude, aloof employees and the high prices for not great quality clothing, I don’t shop here anymore and I don’t recommend it to others.

I was aware of the Lulu website, but this is the first time I’ve been to one of their stores. I think the sales associates were really nice. They took the time to answer my questions, encouraged me to try on several items before making a purchase, and even helped me locate a few select items I had seen on the website. They were also quite knowledgeable about prices, upcoming sales, and which pieces would look good on me. (I am NOT a size 2. In fact, even though I run, I have a softer build and am curvy). I appreciate the customer service. I bought two pieces from Lulu; a wrap-​sweater and a coat.
Pros: cute clothes, good/​helpful service
Cons: It is a bit expensive, so shop sparingly!

Tried to return an item purchased two days ago and unworn and the employees were extremely rude and dismissive (at the Keystone store in Indianapolis). I never do this, but I called the corporate office to tell them what happened. They were very apologetic. My wife had purchased hundreds and hundreds of dollars worth of stuff and it was a 25 item! The incident made her become an Athleta customer (their competitor upstairs) and returned a bunch of her other new stuff… funny, no return on a 25 item but they took back hundreds of dollars worth! This ought to be a case study in how not to do customer service!

Fantastic customer service! Mrs. F is a local Crossfit coach at one if the near by gyms. They always recognize us and remember which gym we go to!
The sales associates are super knowledgable and super friendly! The hospitality here is spot on.
Yes I agree I am not a fan if the return policy it sucks… but I feel their service in store and in the community trumps it. I will also agree that it costs a solid gold bar for clothes you are going to sweat in. But supposedly they last a really long time.
Thank you Lu Lu for your commitment to the community and also for your great responses on Unilocal!
Though I sometimes groan over the prices Mrs F seems to always snag a good deal on the sales rack and in her size which can sometimes be a hard feat!
I cannot knock you down a star for a premium price for a premium product. Plus you add the service which I’m a sucker for… thanks for making me feel good about investing in you!

I’ve been in this store a number of times and had the most terrible customer experience this past weekend. It was my own version of Julia Roberts in Pretty Woman. .. I went through two different salespeople who were annoyed to answer my questions before sending me to the manager who was actually most helpful. The manager was kind and tried to help me, unlike the other two salespeople who were too good for me. I think the manager had better re-​think her sales team if they want the store to be successful. I actually am not happy with the pants purchase that I made, but I’d rather keep them and be miserable than go back in there to exchange them. ..

Lululemon is intense, but in a good way.
If you’ve got money to burn on clothes to burn some butter in, this is your place.
Lululemon clothes are an investment, that is for sure. But the cool thing is that this store makes a serious investment in the community. Free yoga classes on Saturday mornings @ 9AM (and at various other times too — follow ‘em on Facebook for updates!), photos of local yogis and runners who serve as the store’s «ambassadors», an assortment of community boards at the front of the store featuring local health nut hot spots (monon trail, local farmers markets, etc) and bios of all of the employees.
Truth be told, I can’t afford most of the apparel and quite frankly if I could I’m not sure that I would buy it anyway. But, I’ll splurge now and again and drop hints around the holidays.
Stop in, poke around, check out a Saturday class, see for yourself! You’ll know right away if this is the place for you or not. Me? I’m a fitness-​for-​fun kind of gal who isn’t the least bit interested in marathons or yoga retreats… so I’ve determined that this may not be the shopping destination for me, but I can still appreciate that they’ve got a good thing goin’ on.

Good product but very poor customer service. Purchased a gift for my wife a week before Christmas not sure on her size and was advised that she would be able to exchange or return. She took them in to get another size right after Christmas and was told it was a final sale even though the rack and receipt didn’t list it and she had the receipt. Was advised that they get the merchandise in on sale and we should have known it…
Hope this isn’t the store policy and just a bad sales nazi at this store… all in all lost a customer along with the customers near by who came up to my wife afterwards and couldn’t believe the sales person.

I finally made it here when they were open! I loved their stores in Chicago and when I found out that they had opened one in Indianapolis I tried to make it a priority but somehow pushed it to the end of my list. Never again!
I found the comfiest pants, running shorts and jackets awaiting upstairs in this cute shop. On Saturday mornings they push back the racks and have yoga for the community. It’s also a great cozy place to just relax and browse the racks. I just wish they had more of a selection instead of just a couple of sizes of each piece!