Lululemon Order Never Arrived on Time and Defective T-Shirt Was Sent

On August 25, 2026, I wanted to purchase a T-shirt from the Lululemon store at Akmerkez. The product I wanted was only available at the Tersane store. They told me that if they received confirmation from that store, I could pay at the Akmerkez store and they would ship the product to me. Although they said they would call me once they received confirmation, they never did. When I stopped by the store for the second time an hour later, I learned that the product was available. I made the payment, but this time I was kept waiting for the receipt. They told me that the product would be shipped to me and that I did not need the receipt. When I said that I did not want to accept the product without a receipt, another employee eventually printed one. The product was supposed to be shipped within Istanbul, but after three days, it still had not arrived. Since the stores did not answer their phones, I called customer service repeatedly. Eventually, the assistant store manager called me and said that he would take care of the issue and also send me the tracking number, but the tracking number was never provided. On Monday, I messaged the number given to me by an employee and asked them not to forget about my order. That was when I learned that the product had finally been shipped.

I find it extremely strange that a customer has to chase an order through employees' personal phone numbers just to find out what is happening with their purchase. A week later, when the product finally arrived, there was a clearly visible pulled thread along the overlock stitching on the front of the T-shirt. I called customer service twice regarding the defective product and requested a return by courier. Again, I received no response. A store employee told me that the issue was related to the store that had shipped the product and said that their manager would contact me. That call only came after I had already returned the products and closed the entire process.

After everything that happened, I decided that I no longer wanted to shop with the brand. I returned the defective T-shirt as well as two other products I had previously purchased, worth approximately $247 in total, to the İstinyePark store. The gentleman who processed the return was polite and helpful, but that does not make up for the lack of follow-up throughout the week or for sending me a defective product in the first place. Putting a high price tag on a polyester product is not enough. A brand that charges premium prices should also provide a premium level of customer service. With so many reasonably priced alternatives available, I simply cannot understand this casual attitude toward customers who are left dealing with problems like these.