Lululemon Customer Service

I've heard many horrible things about Lululemon customer service. I mean their CEO pretty much called their clients fat (telling them to size up and such...) 

First off I want to say that I've been a loyal customer for almost 10 years and I've probably spent like thousands of dollars on their clothes. 

I did a review on a pair of Lululemon wunder unders a couple posts back and up until a couple days ago everything was kinda fine (pilling and seams came unravelled, but it wasn't a big deal to me since I just fixed the seams) but I discovered a hole in my pants!

I was so shocked, because I take care of all my Lululemon clothing carefully (washing them in cold water, no fabric softener, on the gently wash setting, with no cotton).

So I called Lululemon and told them about my situation (keep in mind that I bought these leggings almost a year ago), told them that I'm a loyal customer, and take care of my Lululemon things very well; and they gave me two options: send it back to their head warehouse which is in British Columbia, and they'd issue a refund on a gift card (this process would take two weeks) or bring it into a store, and the store would offer a solution on the spot.

Their response definitely surprised me, I wasn't even looking for a refund, I was just complaining and looking for an answer on why their products suck now!

I didn't want to wait up to 4 weeks so I brought my leggings into the store and told them about the "quality" issue.

I've heard of store salespeople being VERY rude, and I asked the representative on the phone about that (what if they tell me that there is no quality issue with my leggings and I'm at fault..) and she just told me to tell them what I told her on the phone; quality issue, loyal customer, and I take care of my Lululemon products very well. And if they didn't cooperate, to just call Lululemon and they'd issue a shipping label and process the refund. 

The salespeople just said that it's definitely a quality issue and told me to pick out a new pair of leggings and that they'd process an exchange at the front. 

I ended up exchanging my old pair of wunder unders with a pair of the new reversible colour wunder unders for free, and will write a review on it later.. 

Overall, I experienced GREAT customer service with them and am very pleased with how Lululemon dealt with the situation!