I’ve been shopping around for some casual summer shoes to wear with my Lululemon clothes these past few days and I’ve given the TOMS Shoes a try and found a couple pairs that were cute (plain kaki green, pink glitters) but I don’t love how they look on me. I do like that the soles are quite cushioned and comfortable so I may buy a pair eventually if I see my perfect color/style. Yesterday I went to the mall to grab myself something special for mothers day (I like to treat myself too!) and briefly picked up these really cute Havaianas in dark blue with a Matryoshka doll design. I though they were super cute but for some reason I left them behind and went home empty handed. Now I’m sad that I didn’t just buy them then because I’m now obsessing about how adorable these are. I have a bit of a fascination about Matryoshka doll images so it’s really strange that I passed on these yesterday but since these are new as of April 2011 I don’t think I’ll have a hard time getting these when I next get to that particular store. 

The Slim Doll Collection has a few different versions, 2 Matryoshka dolls, 2 Japanese Kokeshi Dolls and 2 Brazillian dolls. I love Havaianas Flip-Flops and at $25 each it’s a pretty cheap summer shoe investment. They last forever and don’t seem to wear down so although I also like my $3 Old Navy Flip-Flops, if I see a pair of the Havaianas in a motif that I love I don’t mind spending $25 on them. I may in fact pick up the Navy pair and the red ones. 

What spring/summer shoes do you like to wear with your lulu’s?

Havaianas Slim Doll Collection

Thanks to reader Eric for sending in this snapshot of the Tuffs Athletic Jacket he saw today at Costco. This jacket  is a great imitation to Lululemon’s Tango Red Define Jacket. At $20, it has the same chafe resistant flat seams, logo placement and ykk zipper and feels a lot like luon at 86% Nylon and 14% Spandex. I passed on the lulu Define Jacket even though I really liked it in Tango Red because I’m not really a Define Jacket gal but at $20 I think I’m going to give the Tuffs one a try. 

I’m a bit fascinated by the production process of Lululemon clothes and wish we could learn more about it so when I saw this image of the inner workings of how the Tuffs garments are made at the Burnaby, BC facility (made in Canada pants? hmmmm…now I’m really intrigued to try it out) I decided I needed to share this. This is a state of the art fabric cutter with 79 layers of yoga fabric in it. How cool is this?

Do you read the shipping and returns policy before each online purchase? I know I don’t so I was quite surprised to learn that there is a new shipping policy on the website that states you can make a return within 14 days of ship date as apposed to 14 days of receipt of the parcel. This is a bit of a nuisance for those of you that live in areas that don’t have Brick and Mortar stores to make returns and that receive your items in 7-8 days or later. Lululemon requests that you use the most economical shipping method when returning your purchases but with such a small window in which to make your return, you may be stuck having to upgrade your shipping method in order to fall within the 14 day period.   Another change that was made is that the invoice is no longer available to you in your parcel. To make a return or exchange you need to go back and print the receipt off the Lululemon website. This issue has been brought up on the Lululemon Facebook page and the response from them is:

lululemon athletica 

Morning ladies,
Thanks for all sharing your feedback with us, I’m sorry to hear you are finding this process confusing. When you are printing our your invoice to do a return, it should normally only be one page, depending on how many items you purchased. Do all 5 pages have your invoice details, Danielle?
For the different return policy information in the FAQs, please disregard it. We haven’t had any communication through our office that the return policy has changed. It should still be the same 14 days from when you receive the item. I have contacted our webteam to clarify this and make sure the correct information is displayed. Thanks for letting us know.
~Jenna

Shipping Information as Stated on the Lululemon Website

Guests have two options for making a return within 14 days from ship date:

1) Unwashed and unworn merchandise may be returned to the ecommerce warehouse in the same country it was shipped. All hangtags must be attached to the garment and proof of payment must accompany the garment(s) at time of return. All garments are subject to inspection. Shipping costs are not refunded.

2) Unwashed and unworn merchandise may be returned to a lululemon store. All hangtags must be attached and proof of purchase must accompany the garment(s). Due to a system incompatibility, franchise locations (US: Santa Barbara, CA; Cherry Creek, CO; Boulder, CO; Park Meadows, CO) are unable to provide refunds and can offer exchange for product or store credit only. Cross border goods may only be exchanged for another item or store credit. Shipping costs are not refunded. Note for Australian orders: Please note that Australian orders can only be returned to the ecommerce warehouse. We are unable to process ecommerce returns in the Australian stores.

Because not all merchandise available in stores is on the site, we cannot accept returns bought in a lululemon store to the ecommerce store. 

We cannot guarantee that merchandise carried on the site will be available in stores. 
Please use the most economical shipping method when returning a garment to us. Should you be exchanging an item we will ship the new item to you via Ground service at no extra charge (Canadian and US orders only). If you wish to have the item expedited to you then you will be responsible for the charge. 

Returns and exchanges will only be accepted with a completed return form. Log into your account, click on “View Order” and on the following page click on the “Return or Exchange Items” link. Follow the easy steps, print the final page and include it in your return box. All returns must have the Invoice in order to process the return. 

Note: Underwear, swim suits (one piece and two piece bottoms), headwear, water bottles, We Made Too Much items and giftcards are final sale.

Early reports of the Circuit Tank are that this is a great little tank with moderate support – Good for pilates, Yoga, elliptical trainer and spinning but probably not for high impact activities such as running without another bra worn underneath. One knock against it is that it’s tricky taking it off with the way the back is designed so if you hate fussing with removing tanks or bras after a sweaty workout, keep that in mind. Although it has removable bra straps so it’s easier when you unhook them and then take the tank off. I really love the design of the side boob ruching and if you have a larger bust it will really look great with that detail. I think the ruching is a bit lost on smaller bust sizes. I’m most drawn to this tank in Tango Red with Grapeseed as my second choice but not sure I need it. This top picture though makes me want to try it out since it looks so fantastic on her. 
**Fit Report by Lulu Addict Over Here

June 2011 issue of Runner’s World Magazine

– Posted by lulumum from my iPhone

My current obsession is the Mind Over Matter Pullover in Pink Mist. When I first saw images of this pullover I thought this pink was a bit too pale for me despite the fact that I love soft pinks but once I tried on the Modern Racer Tank this afternoon in this color I realized it’s really a very pretty and flattering pink afterall and it has me intrigued about the Mind Over Matter in the same color. I love that it has darker pink contrasted in the stitching. 

I’ve sworn off buying anymore pullovers because I truly don’t need one and having one luxtreme and one warmer running luon pullover is enough for me year round for Vancouver running so I put myself on a lulu pullover diet in December because I find myself tempted by each and every one that comes out and feel the need to collect them. This one is a tough one for me to pass on though because it’s just so pretty. I think the key is to not allow myself to even try it on in store, especially since I know I wont be wearing it for running any time soon. But I may cave anyways since I do have a birthday gift card in my pocket and personally I’m really shocked at myself that I haven’t spent it yet. 

Run: Mind Over Matter Pullover

Description

• It’s mind over matter in this high performance running pullover!
• Lightweight, inherently wicking luxtreme™ fabric keeps you dry and comfortable
• Long front zip for easy on/off
• Body-mapped with anti-stink circle mesh
• Cuffins with thumbholes keep hands warm!
• Reflective zippers for visibility in low light
• Back zipper pocket for secure storage of cards, keys or music
• Chafe-resistant – flat seams

Today I got my Pink Mist Modern Racer Tank and I must say it is my top favourite. It’s so pretty and soft. I think the Pink Mist one is the softest of my Modern Racer Tanks. 

Willpower Tech SS

Bliss Tank

I really liked the Bliss Tank from last year and had purchased two for casual wear which I later sold when they got to be too big. The bust portion is luxtreme and the body is tencil which looks like silk. In a tank like this, the qualities of Tencil are quite lovely. If I hadn’t already purchased a few flowy tanks for this year already I would feel very tempted by the Bliss Tank in Pink Mist. 

Eagle Tank

Lovely ridged stitching detail on this tank. 

Waltz Pants

These are interesting. Reversible!

I feel the need to clarify my post from yesterday since it seems that the intention is lost on a small few and I want to be very clear. First, I am saddened and disappointed to have to write about this because I have been a huge supporter of the Lululemon Brand. Most of my readership comes from outside of Vancouver and as such, many of you rely on the Angel Services of others. Particularly for Lab Items that are sold exclusively in Vancouver. I occasionally make posts about the Lulu Lab of items that catch my eye, or when there is news such as a new lab website with beautiful imagery of the newest items available for purchase. And as such those posts promote those items to readers which increases requests for angeling (favours from friends). I am partly responsible for the hype (which has always come from a genuine place) and I owe it to you, my readers to give you an explanation when these items are no longer available to you and why. It was a post letting you know that Angel Services for the Lab items has changed and that there are now strict limitations on 5 items per design per guest. It was also an explanation of the events that occurred.

Secondly, it was a post expressing my disappointment in how Nancy, my friend, was treated in regards to this policy. Nancy has made weekly visits to the lab for the past year and it has never been a secret that she does what she does. Some employees have been members of her facebook group. I don’t understand why the issue wasn’t discussed with her directly at an earlier time. To me, not addressing it or acknowledging it is an acceptance of it. But instead, all of a sudden there is a vibe when you go into the store, your followed around, you get grilled, you realize a file is kept about you and items are removed from your hands. Are those actions that need to be taken if your store policy is firm and transparent and clear to all? It seems to me that there is a bit of confusion and lack of commitment to the policy and a lack of decisiveness in the direction they want to take with the policy and who they want the labs client base to be.  Currently the policy is (after a few edits yesterday it’s still quite vague) that “limit is based solely on availability”. If the item is still available after two weeks are we then allowed to make another purchase? Because the purchase in question was still fully stocked on store shelves when Nancy made her return visit a week later. You have a guaranteed sale here as apposed to having items sit on the shelf waiting for someone else that may or may not come. When there was a Lululemon ambassador retreat last month, the store was liquidated of inventory within a day, people were disappointed to show up at the lab and not see anything they wanted. The complaints of lack of inventory is an issue with supply and demand and Nancy simply represents the demand of these items and was unfortunately treated unfairly. I don’t see a difference with Nancy purchasing 5 items or with 3 subsequent customers coming in and buying 15 and clearing out the shelves. The 4th customer is still disappointed with no circle scarf and it’s not anyones fault. It’s no secret that the regular Lululemon stores operate on the scarcity model and that stores are often sold out of items within hours of boxes being opened. The Lab continues to emphasise the point that they have limited runs and limited time.  If the lab is trying to limit up selling on ebay then they should allow phone orders or charge holds were they can control the pricing, know the client they are serving to and not have to worry about implementing ecomm or deal with shipping. Local pickups. Nancy would then simply be doing what she is already doing, and Lululemon is still selling to individuals and the perception has changed. Seriously though, what a problem for a company to have. Yes there are growing pains with the expansion that is happening but don’t allow the customer to be the collateral damage here.  If the Lab is meant to be a museum experience then they need to clarify that and be forthcoming and clear with the policies and their statements.

Physically removing items from someones hands crosses personal boundaries and is degrading and embarrassing. The practice of limiting purchases or restricting shoppers is not illegal by any stretch and it is not the customers fault when the policy is vague and unclear. We are simply there to shop and go about our business in our merry way. In the end, it is Lululemon’s prerogative how they chose to do business. Why post this part of the story publicly? because it is relevant to my readers and it holds the company we offer our money to accountable and opens up the discussion. Lululemon is a corporation and we shouldn’t feel badly or shy away from offering feedback that may hurt their feelings or their image. I think sometimes we get clouded by the culture/mantra/manifest and need to remember we are still paying money for the items we purchase and we want to feel good about those purchases and not badly.

I have faith in Lululemon and know that in the end they will do right by their customers that enthusiastically purchase items eagerly on ‘Upload Thursdays’. It’s not a matter of ranting at Lululemon over not getting to purchase an item that I missed out on, it’s the principle of how the customer is treated and valued. I expect them to be as great as I know they can be and great like they were when the client base was much smaller. Expand your policies and customer service to meet the large scale of customers you are now serving.

“Listen, listen, listen and then ask strategic questions” Lululemon Manifesto.

Lululemon has made a statement on the main facebook page that expresses there wishes to resolve this issue privately with this statement:

lululemon athletica 

Hi Ladies,
We appreciate all of you reaching out to share your feedback, and we’re very disappointed to see so many of you upset. As mentioned previously, the lab is a much different concept from the rest of our stores in that everything is designed and created in store. They don’t have the capacity to create in larger quantities than what they do now, and aren’t able to order more stock if things sell out quickly.

To ensure a fair opportunity for everyone, a limit is placed on items purchased for all guests at the lab. The limit on items is not a new policy and one that we feel is fair based on the intent of the lab, as well as plain old product availability. The lab is happy to see their designs make their way across the world; the limit is based solely on availability and is not limited to just one person.

Anytime one of our guests has a negative experience at any one of our stores, we work with the store and with that guest to take his or her feedback and try to work with that guest to find a resolution. Since this is an issue about a particular experience with one of our guests, it will be handled privately between the guest and the lab. We ask that you please respect the lab while they deal with this issue with this particular guest privately. As always, we welcome your feedback, and if you wish to share details of your own personal experience, please feel free to share that feedback here: http://www.lululemon.com/feedback/.

**The bone of contention in this post is the title “limit one per customer” which was meant as a catch phrase. The Lab now states that the policy limits buyers to 5 items from one design.**

————————————————————————-

“We design and create innovative clothing. Our designs are based on feedback and current trends on the latest and most fashion forward runways. We collect feedback from our walk-in guests, community design meetings, local/international fashion and our social media outlets to create a line exclusively for the people of Vancouver.”

Many of you know Nancy of Your Personal Lulu Shopper and have used her services in the past to acquire items from the Lululemon Lab in Vancouver after seeing items the lab has promoted on Facebook, Twitter or the new Lulu Lab Blog. Sadly, Nancy is being severely limited in the items she may purchase for you despite the fact that Nancy offers this service to you free of charge as a hobby and a form of retail therapy for herself. I can understand the Lulu Lab having a policy across the board that prevents people from buying items to resell on ebay, however, those customers that do capitalize ARE NOT being limited. Nor are the customers that buy up inventory off the lululemon website in all size runs prevented from capitalizing on the lululemon ‘scarcity model designed to frustrate the customer‘. So those of you that are buying from as far away as Australia, Singapore, Japan etc. will now need to make your purchases on ebay at heavily marked up prices because Lulu Lab items are just for Vancouverites. Which is really a funny thing to me because the success of the Lululemon Lab has really exploded over the past year. I remember visiting the lab back in 2009 when it opened and it was a much different place from what it currently is and not the elite boutique it has become. Back then it was a few design desks and one rack of clothes with really, very avaunt guard pieces (heavy gauge wool cable knit shorts anyone?) and now you have a full accessories lineup with circle scarves galore. I don’t often see Lulu Lab pieces worn around the city. In fact, I once saw a person wearing a circle scarf and she happened to be a lululemon educator at another store. 

What irritates me the most is not the new limit in quantity guests are allowed to purchase but the manner in which this issue is being treated and specifically how guests are being treated. I dislike hearing that items are physically being taken out of Nancy’s hands counted and put back on display if she’s purchased those items on a past visit.  How do they know what was purchased on her last visit? well they have a file started for her with a tally of what she buys. They grill her when she comes in and she’s treated with suspicion and asked who she is buying for. Now if the powers that be are clever, they would take this (and other interactive guests) as an opportunity to learn and market test and understand the client they are serving better instead of shutting down and choosing to disregard the value of one guest that is really equal to thousands of guests. Why is the guest that is there to spend thousands of dollars weekly being treated like a shoplifter? The Polocross Pants of last year were a huge success with US clients (that have not set foot in the Lulu Lab) and we later saw that design taken into mainstream Lululemon stores. Why not start allowing phone sales with local pickups? Wouldn’t that be the simple low cost solution instead of alienating your client base? 

I really like the lab space and respect the artists that work there. As an artist myself I enjoy stepping back into creative worlds like that and learning about the processes and artists behind creations. Fashion is driven by commerce and without someone there to vote on your designs the space that was initially more of a gallery and is now a retail boutique space would not enjoy the success that has evolved, particularly not when guests are treated poorly. Art is for the people, not just for the elite few. 

So managers this is your exercise of the day. A little math should get us all sweating:

What is your monthly store sales volume? What is the average life of a customer? 

Lets say 3 years and they visit once per month and spend..I dunno…$200. That’s $7,200 in 36 months (but we all know $200 is a very conservative number but lets pretend that’s an averaged number). So each customer like this is worth $7,200 for you. But wait…what if that customer tells just one person about you or exposes your brand to more customers?? What if that customer tells 1000 people? or 15 000 people??  Then that customer is worth much much more. And what if you’ve upset that customer and they leave?? You can see how those variables can have an effect on the prosperity your business. 

I don’t have a big shopping list this week, especially since I found out Anthropologie is coming to Vancouver this month so I’m saving my pennies for the grand opening. I do have a few things that have piqued my interest though. First of all, I’m dying for the Pink Mist Modern Racer Tank as you know. The Modern Racers are summer staples and blend into everyday wardrobe quite well so I don’t feel so bad about collecting those in colors that I love. I also really would love this years version of the Renew Dirt Dress, whenever that’s coming, so I’m waiting for that. Other then that, I don’t really feel the need to pounce on anything tomorrow but I do also really like the swiftly’s in Pink Mist and Surge as well as the Toothpaste Racerback with yellow stitching on it but I don’t need more swiftly’s so I should behave and take a pass. The Mind Over Matter Tech SL interests me in Tango Red but again I can take a pass on it for now since I only need a few running tops in rotation. The new Light Grey Pique In Stride Jacket is puuuuurdy but luon jackets are already too warm for the weather were having. Of the two things on my immediate wish list, the Pink Mist Modern may make an appearance (but it’s not yet in Canadian stores) and this new vitasea dress that I’ve heard rumours about, I have no idea when that’s coming. The dress sure would be a nice special mothers day treat, wouldn’t it? Something I would love to wear to Mother’s Day brunch 🙂

What are you guys waiting to pounce on tomorrow? 

Modern Racer Tank

Run Swiftly Tech SS Pink Mist

Run Mind Over Matter Tech Top SL

In Stride Jacket *new Light Grey Pique