| Tue | 10:00 am -08:00 pm |
| Wed | 10:00 am -08:00 pm |
| Thu | 10:00 am -08:00 pm |
| Fri | 10:00 am -08:00 pm |
| Sat | 10:00 am -08:00 pm |
| Sun | 11:30 am -06:00 pm |
Meh. Overpriced, the merchandise quality is inferior to what it used to be, and the staff at this particular store is rude.
Supreme customer service experience on a group order:
Matt Roeder, one of the store leaders, contacted me after I had attempted to make a group order through strategic sales. His communication was on point and he went above and beyond in helping our non-profit get the various jackets we needed. Matt thought criticall and was able to troubleshoot all of the roadblocks we came across (our non-profit had a lot of stipulations on this order including tax exemption). Other members of the store were very kind when I walked in and instantly asked me if I needed assistance. What could have been a very long and painful process ultimately turned out to be stress free and done in a week. I cannot thank the Lulu team enough for making this happen (our jackets are incredible). I will certainly be coming back and referring this specific location at the Biltmore to anyone who needs some fresh new apparel. Thank you again!!!
Friendly (and honest) staff. Nice selection of men's clothing.
Love the Lululemon brand in general and the customer service is consistently top notch!
Well organized store, staff was very kind and helpful (and not pushy)
great sports wear
Love the clothing, the super friendly and helpful staff, and I know it's quality stuff, but it's SO expensive...
Lululemon makes a high quality product but I only wish their staff represented the same level of quality. We have spent thousands at this particular store, and normally it's a good experience. The staff usually isn't very outgoing and cluster around chatting with eachother which isn't a huge deal since I prefer not to be bugged while I shop anyways. Where I do expect better service from staff is when I have a specific customer service issue. Tonight (12/20/13) we entered the store and explained to the sales clerk, Angela Russell, that we would like to exchange a pair of pants that was purchased as a gift but did not fit right. The waistband of the pants felt tight and different than some of the other pants in the same size. Since these pants were also a gift, we cleanly cut away the tag and kept it so that the price wasn't on display to the person we were giving it to (or those around them when they opened their gift). We had no intentions of needing to return these pants with the consistent fit that other lululemon product offers. We were told by Angela (who turns out to also be the STORE MANAGER) that she "could not" accept the pants because the tag was removed. Mind you, the pants were never worn other than trying them on, still had the original fold and creases, and were purchased just a few days prior. We explained that we understood this was their policy but were looking to do a exchange for greater value (we had additional clothes we wanted to buy) and that the tags were removed because it was a gift. Angela continued to talk to us and asked repetitive questions about our purchase, while always coming back to the same excuse that she could not take the pants back. I'm not sure who trained her as a Manager, but her way of dealing with our request was extremely poor. I began taking offense to the fact that she was standing there talking to us in front of other customers as if she was offering a solution, but rather was talking us around in circles perhaps waiting until we'd get tired and leave. I expect a store manager to either offer a compromise or solution to the customer or inform the customer of the strict return policy and leave it at that. There is no reason whatsoever to waste a customer's evening and belittle a customer for simply coming into a store and requesting an exchange. We have gone to this store (and many others in AZ and CA) and have even taken back worn yoga pants that we felt were a little too see-through when bending over in them with NO QUESTIONS ASKED. There is absolutely no reason that a pair of BRAND NEW loose-fitting men's pants couldn't be taken back and either defected out (we did complain the waist band felt awfully tight compared to others after all) or re-tagged and put back onto the shelf if they were deemed to not be defective. When I asked Angela for the name and number of her supervisor, she replied that she was THE Store Manager and the only point of contact above her was Lululemon's "Guest Education Center". I find it very hard to believe that there is no one overseeing Angela's performance as a Manager other than a corporate hotline. Either way, I'd love for someone at LuLulemon Corporate to contact me and tell me that this particular manager handled the situation to their standards. If so, the future isn't looking so bright for lululemon regardless of how great their products are. At the end of the day, one employee that you PAY to MANAGE and provide CUSTOMER SERVICE, ruined your brand for a pair of loyal customers that have already spent several thousand dollars and had no reason not to spend thousands more... until tonight.
Staff freindly, Good quality apparel
great sports wear
great sports wear
Love the clothing, the super friendly and helpful staff, and I know it's quality stuff, but it's SO expensive...
Love the clothing, the super friendly and helpful staff, and I know it's quality stuff, but it's SO expensive...
Well organized store, staff was very kind and helpful (and not pushy)
Lululemon makes a high quality product but I only wish their staff represented the same level of quality. We have spent thousands at this particular store, and normally it's a good experience. The staff usually isn't very outgoing and cluster around chatting with eachother which isn't a huge deal since I prefer not to be bugged while I shop anyways. Where I do expect better service from staff is when I have a specific customer service issue. Tonight (12/20/13) we entered the store and explained to the sales clerk, Angela Russell, that we would like to exchange a pair of pants that was purchased as a gift but did not fit right. The waistband of the pants felt tight and different than some of the other pants in the same size. Since these pants were also a gift, we cleanly cut away the tag and kept it so that the price wasn't on display to the person we were giving it to (or those around them when they opened their gift). We had no intentions of needing to return these pants with the consistent fit that other lululemon product offers. We were told by Angela (who turns out to also be the STORE MANAGER) that she "could not" accept the pants because the tag was removed. Mind you, the pants were never worn other than trying them on, still had the original fold and creases, and were purchased just a few days prior. We explained that we understood this was their policy but were looking to do a exchange for greater value (we had additional clothes we wanted to buy) and that the tags were removed because it was a gift. Angela continued to talk to us and asked repetitive questions about our purchase, while always coming back to the same excuse that she could not take the pants back. I'm not sure who trained her as a Manager, but her way of dealing with our request was extremely poor. I began taking offense to the fact that she was standing there talking to us in front of other customers as if she was offering a solution, but rather was talking us around in circles perhaps waiting until we'd get tired and leave. I expect a store manager to either offer a compromise or solution to the customer or inform the customer of the strict return policy and leave it at that. There is no reason whatsoever to waste a customer's evening and belittle a customer for simply coming into a store and requesting an exchange. We have gone to this store (and many others in AZ and CA) and have even taken back worn yoga pants that we felt were a little too see-through when bending over in them with NO QUESTIONS ASKED. There is absolutely no reason that a pair of BRAND NEW loose-fitting men's pants couldn't be taken back and either defected out (we did complain the waist band felt awfully tight compared to others after all) or re-tagged and put back onto the shelf if they were deemed to not be defective. When I asked Angela for the name and number of her supervisor, she replied that she was THE Store Manager and the only point of contact above her was Lululemon's "Guest Education Center". I find it very hard to believe that there is no one overseeing Angela's performance as a Manager other than a corporate hotline. Either way, I'd love for someone at LuLulemon Corporate to contact me and tell me that this particular manager handled the situation to their standards. If so, the future isn't looking so bright for lululemon regardless of how great their products are. At the end of the day, one employee that you PAY to MANAGE and provide CUSTOMER SERVICE, ruined your brand for a pair of loyal customers that have already spent several thousand dollars and had no reason not to spend thousands more... until tonight.
Lululemon makes a high quality product but I only wish their staff represented the same level of quality. We have spent thousands at this particular store, and normally it's a good experience. The staff usually isn't very outgoing and cluster around chatting with eachother which isn't a huge deal since I prefer not to be bugged while I shop anyways. Where I do expect better service from staff is when I have a specific customer service issue. Tonight (12/20/13) we entered the store and explained to the sales clerk, Angela Russell, that we would like to exchange a pair of pants that was purchased as a gift but did not fit right. The waistband of the pants felt tight and different than some of the other pants in the same size. Since these pants were also a gift, we cleanly cut away the tag and kept it so that the price wasn't on display to the person we were giving it to (or those around them when they opened their gift). We had no intentions of needing to return these pants with the consistent fit that other lululemon product offers. We were told by Angela (who turns out to also be the STORE MANAGER) that she "could not" accept the pants because the tag was removed. Mind you, the pants were never worn other than trying them on, still had the original fold and creases, and were purchased just a few days prior. We explained that we understood this was their policy but were looking to do a exchange for greater value (we had additional clothes we wanted to buy) and that the tags were removed because it was a gift. Angela continued to talk to us and asked repetitive questions about our purchase, while always coming back to the same excuse that she could not take the pants back. I'm not sure who trained her as a Manager, but her way of dealing with our request was extremely poor. I began taking offense to the fact that she was standing there talking to us in front of other customers as if she was offering a solution, but rather was talking us around in circles perhaps waiting until we'd get tired and leave. I expect a store manager to either offer a compromise or solution to the customer or inform the customer of the strict return policy and leave it at that. There is no reason whatsoever to waste a customer's evening and belittle a customer for simply coming into a store and requesting an exchange. We have gone to this store (and many others in AZ and CA) and have even taken back worn yoga pants that we felt were a little too see-through when bending over in them with NO QUESTIONS ASKED. There is absolutely no reason that a pair of BRAND NEW loose-fitting men's pants couldn't be taken back and either defected out (we did complain the waist band felt awfully tight compared to others after all) or re-tagged and put back onto the shelf if they were deemed to not be defective. When I asked Angela for the name and number of her supervisor, she replied that she was THE Store Manager and the only point of contact above her was Lululemon's "Guest Education Center". I find it very hard to believe that there is no one overseeing Angela's performance as a Manager other than a corporate hotline. Either way, I'd love for someone at LuLulemon Corporate to contact me and tell me that this particular manager handled the situation to their standards. If so, the future isn't looking so bright for lululemon regardless of how great their products are. At the end of the day, one employee that you PAY to MANAGE and provide CUSTOMER SERVICE, ruined your brand for a pair of loyal customers that have already spent several thousand dollars and had no reason not to spend thousands more... until tonight.
