Check out what just came in my email (and the email of those whose packages were mis-routed):
Thank you for your patience during our ecommerce transition. We have been working through some shipping issues from orders placed last Friday and Saturday and sincerely apologize for any confusion or delays that these may have caused. We installed 4 new FedEx stations in our warehouse, and each of these stations started processing at the same tracking number which led to the duplication of tracking numbers and confusion. We can assure you that this has been fixed, and we are working quickly towards a seamless operation and are feeling very confident about on our new operating platform.
We are partnering closely with FedEx to get your product to you as quickly as possible. Our guests are the heart of our business, and to thank you for your loyalty and understanding, we will be sending you a $20 gift card and a complimentary upgrade to expedited shipping when placing your next order. We will send out your gift card next week as well as instructions on how to redeem your complimentary shipping upgrade. In the interim, should you have any questions at all, please call our guest education centre at 1.877.263.9300 extension 1.
Thank you for your trust and confidence as we work through these growing pains.
Love from,
Your lululemon athletica team
All our complaints worked. Thanks, Lulu!
9 comments:
That's great but I'm not holding my breath on receiving that gift card. I just checked tracking on my order from last Friday and now my package is in Florida. Yesterday it was in Tennessee. This is a fiasco and has totally cured me of my lulu addiction! I am minus the 200$ I spent and NO package....grrr
My headband took a side trip to Maryland but I wasn't too worried since it seemed people were starting to get their packages even though they took the scenic route.
I think this is a step in the right direction for them. They listened to the feedback, they knew they were wrong and took a suggestion to hand out gift cards. They can't turn back the time or make their shipping BS disappear because it already happened. I know others will disagree but a week longer of waiting is not going to make me die since I have SO much lulu to wear in the meantime. Something is always better than nothing.
I think that's very nice of them I wasn't really expecting anything. It's been a week and my package is supposedly is Taxes now and I'm in MA so prob be another week :-/
I still do not have a tracking number or any idea where in the country my package is from the order I placed last Friday....I have not received the "olive branch" yet from them in email but a $20 is very nice. I hope mine shows up in my email soon!
For those of you who haven't called the GEC recently re: your lost order--you may want to try and given them a call again to see if they have any updated info for you. I was frustrated b/c my order seemed stalled in one location across the country. When I called in -- they had a new tracking number for me and my order had been making it's way back west to me. However, it was returning from the erroneous location I had seen it stalled at for 3 days- so you are likely seeing where your package was sent initially. Hopefully, they've caught the problem and it's been redirected to your own address.
@Christy
Me neither.. I have an invalid reference number from Canada Post and no idea if my package was actually shipped let alone where it is or if it's going to the right location. When I called GEC they tried to blame FedEx for an invalid CP reference #. Good one guys.
I have felt the same as all of you, but I see that Lulu is trying to make things right. I give them credit for their addressing the situation.
At least they took some responsibility instead of just continuing to blame fedex for this whole fiasco. I agree that I wont die if it takes an extra week to get my stuff...I was just concerned that if I don't get it everything that I've ordered will be sold out! I think I possibly would die if that happened, lol :)
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