Lululemon apologizes after threatening to ban customers for reselling products online
Published Sunday, February 16, 2014 10:06PM EST
Last Updated Sunday, February 16, 2014 10:13PM EST
Lululemon is apologizing after some customers said they were being banned from the popular clothing retailer’s online store for reselling products over the internet.
Business marketing student Eric Lewis said he was “shocked” when he recently received a call from the company telling him they would no longer ship him products after he resold an ill-fitting pair of pants on auction website eBay.
London, Ont. resident Lewis, who operates a blog devoted to Lululemon’s men’s clothing and gear, said he felt “victimized” after receiving the phone call.
“I’m such a loyal fan, I’ve supported their business for a long time and for them to go after me for something like this just blew my mind,” he said in an interview with CTV News.
Lewis took to Lululemon’s Facebook page to complain directly, only to see dozens of comments from other users – including some who had received similar threats from the company.
Starla Samson told CTV Vancouver she was “humiliated” when she received a similar communication from Lululemon.
Samson estimates she’s spent $20,000 on Lululemon products in the past five years. She is part of a local Facebook group that swaps and sells used gear -- always below retail price.
“We’re not selling ammunition, we’re selling yoga pants,” she said.
Lululemon’s resale/counterfeit policy states “that once someone purchases our product they can do what they want with it. We do not, however, support those who acquire large volumes of our product to resell at an elevated price point.”
The company issued a statement to CTV News late Sunday, saying it realized it had erred.
“We looked into it and realized that we had indeed gone too far, and have taken steps to fix it as quickly as possible,” the statement said. “We are reaching out to apologize to the guests who were impacted.”
The anger over the resale policy is the latest in a string of controversies involving Lululemon in recent months.
In 2013, the company was forced to pull thousands of pants from stores after customers complained that the products were too sheer.
Company founder Chip Wilson, said the problem wasn’t with the product, but that women with the wrong body type were wearing them.
After coming under fire for his comments, Wilson announced he would be stepping down as chairman.
With a report from CTV Vancouver’s Scott Roberts