A report from NBC News said that Lululemon Athletica Inc's customers were driven to competitors because of the company's attitude on the complaints. The new complaints which were aired on customer forum site heylululemon.com centered on the new yoga pants still looking sheer and piling even after a short time. Users also said that comments of Lululemon staffers in the thread entitled "Getting a little concerned about Lulu quality!" were not helpful.
One customer, DelRae Messer, told NBC News that she tried returning sheer pants when the company issued a recall in the spring. However, the saleswoman said the spot must have been due to having caught something in her washing machine. The saleswoman also advised her to wear a longer shirt to cover the sheerness. Messer said she had not bought Lululemon's products since.
Rubenstein Associates Inc Senior Executive Vice President Marcia Horowitz told NBC News that Lululemon's attitude towards its customers could be detrimental for the company in the same way that its quality problems could hurt it. According to a Time report which appeared on June 5, Lululemon had predicted a revenue loss between USD 57 million to 67 million from the recall of its sheer Luon yoga pants.
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