A law student is boycotting Lululemon after the company sent the wrong package to her home. While attempting to order a pair of Lululemon boxers for her brother, Ashton Jeffers (@ashton..jeffers) ended up with a completely incorrect order.
But that isn’t why she’s no longer interested in anything from Lululemon. She’s avoiding the company after it gave her issue after issue when she tried to get the item she purchased and actually wanted from the store.
Jeffers’s shopping experience with Lululemon
Jeffers’ brother wanted Lululemon boxers for Christmas, so she obliged. She placed an order online for a two-pack of the underwear, totaling $50. At first, everything was smooth sailing. Then she opened the box containing her purchase.
“They ship. I get all the tracking codes… They arrive and this is what I [get],” she said, holding up a pair of gripping socks. It’s not the item she originally ordered. “I was like, oh, OK.”
The package slip had someone else’s name on it entirely, so Jeffers quickly realized they had sent her someone else’s order. That also meant it was possible that someone else was holding her order instead of the socks they wanted.
“Talk about [an] invasion of privacy right there, because Lululemon can’t get there [stuff] together,” Jeffers told her viewers.
Jeffers takes up the issue with Lululemon
Jeffers decided to contact Lululemon’s support team online, who then told her that the original item she ordered was “sold out.” They apparently had no two-packs of the boxers left.
“They were like, ‘No, we can’t do that. It’s sold out.’ And I was like, ‘oh, OK. So I’m looking at it on the website right now and it’s not sold out, but sure,’” Jeffers said.
Customer representatives with the company let her exchange the item for two individual pairs of boxers. But the individual pairs were cheaper than what she originally paid for. The individual pairs came out to around $5 cheaper than what she had spent.
Jeffers requested a refund for the additional $5 she spent on the two-pack, but Lululemon refused to accommodate her. “Since it’s an exchange, we can’t refund the difference,” the store allegedly said.
Jeffers then asked for a refund, and the company asked if she would like store credit. “They were like, ‘yeah, would you like that to a store credit?’ No babe, I’ll never be shopping here again. To the credit card, please,” she told her viewers.
Returning an item she didn’t even want causes additional duress
Jeffers had no intention of returning the socks she received. According to the Federal Trade Commission, items mistakenly shipped by postal services from a company become a “gift” once they arrive at a person’s doorstep. She also didn’t have time to return the socks, since she works at a law firm and is busy with her degree. But she faced a nightmare situation when trying to get a refund for the boxers she ordered. Lululemon insisted that they pick up the socks from her house, despite her repeatedly telling the company that she is not home regularly and doesn’t feel comfortable with people showing up at her doorstep.
“And I was like, so you can’t send me my package, but you can send someone to come and pick up one pair of socks… It’s like $24,” she said. “You’re gonna spend more on sending the courier and paying for shipping [for that instead of my order]. Why would you do that?”
Jeffers reiterated that she doesn’t feel comfortable with delivery drivers fishing around for packages at her house. “I go, ‘do not send someone to my property. I’m letting you know in writing right now. If you send someone to my property, you’ll be trespassing on my property, and I do not want to jeopardize the safety of my property by allowing a courier onto my property and to get a package that won’t be there,’” she said.
@ashton..jeffers honestly it’s just ridiculous at this point @lululemon #lululemon #boycott #badcompany #badservice #nightmare ♬ original sound – ashtonjeffers
Lululemon persists in trying to pick up the socks from her house
Lululemon continued to insist that they pick up the package.
“Well, if you won’t be there, they’ll try up to three times before giving up,” the company allegedly stated. Jeffers replied, “So you’re gonna jeopardize the safety of my property three times by allowing some stranger to come onto it and just rummage through my plants thinking a package is gonna be there?”
Jeffers ended up quoting the Federal Trade Commission’s guidelines and policies regarding mistaken deliveries and packages to the customer representative she was working with. “If a company sends you a package that was not paid for by you and it was by mistake, it is legally a gift,” she continued to tell them.
She begged Benj, the customer service representative she was speaking to at that time, to end the call and call-tag for the item. He insisted that the company “could not cancel the call tag” after it was placed.
From there, Benj “noted” her discomfort with FedEx employees arriving at her house when she was not home but made no further attempts to remove the pickup instructions.
Lululemon sends a courier to her house
Despite saying over and over again that she does not want any couriers to attempt a package pickup for the socks she received, Lululemon still sent a courier to pick up the socks from her house.
Jeffers made no indication that she would leave the socks outside for them to pick up. She called Lululemon’s customer service line, which the company sent to her earlier. They told her that she would have to take up the issue with FedEx. Jeffers then had to call FedEx multiple times to get an answer. They told her that a delivery driver would arrive at her home, but that she would have to let them know she wanted to keep the item.
Frustrated, Jeffers said Lululemon fully lost her as a customer. “Lululemon lost a customer over a pair of grippy socks. [The socks] don’t even fit me. I don’t even need this package. I don’t want to keep this package.” Jeffers said, “I simply just won’t be here to give it back to them. They have made this so much more difficult for me that I will not be ordering from them again because I will not go through this again.”
Commenters agreed, saying they wouldn’t want to go through what Jeffers experienced either. “Girl, the way I would wrap up those socks and give them to my brother with a [five] page essay on how horrible this company is,” one commenter added.
The Mary Sue has reached out to Jeffers and Lululemon for comment.
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