During this economically difficult time, I have been extremely cautious about spending. When I needed new workout clothes, however, I decided I would put in an order with Athleta, a brand that came highly recommended to me by friends and family. Here is a timeline of my train wreck experience with Athleta and why I won't be shopping there again:
-April 21: I put in an order of a matching workout set. A top and a bottom.
-April 25: My package arrives. Pants fit great. Top was too big. I got online to re-order the bra in my correct size then realized I made the mistake of ordering an identically named top that ran on a different sizing chart. Confusing, but ok... Got on the phone with Athleta customer service, who helped me cancel the incorrectly ordered top and order a correctly sized top. I should have the correct top coming, yes?
-April 26: Athleta sends me two automated emails. Customer service cancelled both tops. The incorrect one AND the correct one. I noticed they canceled both a few days later.
-April 30: Since I have no top coming, I re-order the top I need.
-May 1: I wear my bottoms for the first time and I really like them!
-May 4: I put the bottoms in the washing machine alone on delicate. I hang them to dry. I noticed The seam at the hips is completely unraveling. After one wear. I repeat! The $98 pants I bought are unraveling after one wear. When I notice this, I again call Athleta to have them send me a new pair. I tell customer service agent the whole story.
Customer service offered me a 15% discount on my new pair. I asked for a better discount for my troubles. Suddenly, the call dropped. I waited, knowing that Athleta has my phone number. They could easily call me back. No call came. I called customer service again and asked to me reconnected to the person I'd just spent 15 minutes on the phone with. They couldn't connect me.... Annoying. This new customer service person understood the issue quickly and ordered me a new pair of pants, and she sent me the return labels directly. I explicitly asked her "Can you confirm that these pants are in stock?" To which we responded "yes we have 36 pairs left." Together we put in the order for the new pants and I would return the old pants the next morning.
-May 5: I wake up to an email reading "Unfortunately, the below items are no longer available, and we will need to cancel them."
I have sent back my damaged pants and top that's too large and I expect a full refund for all. I wasted hours on this purchase that ultimately amounted to nothing. My friends and family who initially recommended your brand are as floored as I am.
Review by SameK Bråtane5 months ago
I've tried repeatedly to use my rewards in store and online and the experience is AWFUL! The customer service response from anyone has been non-existent. I had one employee in Banana Republic go above and beyond but the party line I normally get in store at Athleta is "sorry..."
Review by Alan Rosen6 months ago
Now you can't even order clothing online without a credit check. See for yourself: Create an online order and provide a phone number that does not appear on your credit report. Your credit card will be charged (and show as pending). Then, exactly 24 hours later, you will receive a cancellation email with instructions to contact their "research" department (with charges removed). I don't like to keep my email and phone number (typical account recovery information) in the same database if it is not necessary, but companies that don't need it are insisting on aggregating it. If my billing and shipping address match, why the extra collection of data stored in, and verified by, credit databases?
Review by Gilat9 months ago
Ordered two two-piece bathing suits. One suit came but with only one of the tops. Didn't get the other bottom. Had to email them to find out where it was. Turns out they don't have it. Now I have a top with no bottom. I have to take the time out and return it. But they will give me 20% off my next purchase?? Ah... no thanks. Never ordering from here again.
Review by DaveHill Shtaingus1 year ago
I received a very nice $55 reward for shopping at Athleta. I was excited because this was above what I needed to get a free $49 bra that I'd had my eye on. When I got there I saw another item that I liked, and I thought I'd treat myself since I was getting the bra for free. Once home with the two items, I realized my impulse buy was not going to work and that I needed to return it. That was ok though, I'd get my $70 back and even have some points left over. Upon arrival they only wanted to give me approximately half of my money back because they applied the rewards to both items instead of one. I was hoping for a simple adjustment that would apply the rewards to the one item I was keeping (as would have been the case if it was all that I bought). However, the clerk put me on with customer service who maintained that they would not give me all of my money back for my return. This was a bit infuriating because if I had not made an impulse buy in the first place and just purchased the originally coveted bra, I would not have had to give them any money at all. Unfortunately, now I still only have one item and they have my money. This is a backwards business choice and poor customer service. Essentially, I've been penalized for making (and returning) an impulse buy. My excitement about the company for rewarding me for my business turned quickly to disappointment. This will forever discourage me from making any purchases beyond my rewards in the future and honestly just discourage me from shopping at Athleta at all.
Review by Aiyaaz1 year ago
I made a return on a gift card purchase and received a gift card back for the return. Tried to purchase something online but the gift card pin number was all messed up. I contacted the company and they told me I need to go to the store and get a replacement card. I'm not thrilled to have to go all the way to the store in order to make an online purchase. To make matters worse, the item I wanted to purchase was stolen out of my cart from another customer. Really? Athleta is losing one of their best customers.
Review by Chengli1 year ago
Purchase items on line ... email confirmation they were on the way ... then days later an email stating they were no longer available. Refused to credit my credit card. Wait...gets worse... items still available on line! Leadership team is worse than reg customer service!
You can hear them in the background snickering.... just awful!
Review by Koto1 year ago
I ordered two Be Free Knickers, size S. I was sent one Be Free Knicker, size S and one tote. So I had to call customer service, wait on hold, reorder the other Knicker, repackage the tote, and make a trip to the post office to mail back the tote. The replacement Knicker that was sent to me was size XS (the reorder email says XS and I guess I should've noticed that but how much of their job do I need to do?). I can squeeze into the XS and I am not going to waste any more time returning it to get what I actually ordered in the first place. This was a very disappointing experience and I will not be ordering from Athleta again. How about some attention to detail? How could an order of 2 of the same thing be turned into 1 and then something totally different? How could a replacement be turned into the wrong size? You've lost this customer but you might want to shape up before you lose more.
Review by KeryO SchÃ¼tz1 year ago
I would have loved to be able to give a higher review if the service had been at least a little faster, but there was only two people in front of me and i stood there for around 20 minutes.
Review by Cushana1 year ago
I tried Athleta because I've had friends say how great it is. The clothing I did receive from my order was nice quality however, 1 of the items I ordered ended up not being available and it was the top part of the swimsuit I ordered. Sorry but I'm not just going to wear the bottoms...Then it was a nightmare to try to return the item. I ordered online and I will never do that again. If an item is gone then mark it gone. Absolute terrible online service..I will never order from them again.
Review by Donkeyteeth2 years ago
I ordered a sports bra and chose the shipping option for 5-7 days. When the item finally shipped, I received an email saying that the item would arrive well past the estimated time. Of course I will have already needed the item by that time! Needs to have accurate shipping information.
Review by KidStuff2 years ago
I ordered online from Athleta and when I received my confirmation email and immediately noticed that the online computer system overwrote my current shipping and billing address with an address from 2 years ago. I called customer service immediately after seeing the incorrect address on the confirmation email, less than 5 minutes and worked with them for the next three days to attempt to get the order cancelled. They kept saying I think we were able to cancel it, but we cannot confirm that we can cancel the order. They did not get it cancelled. I now doubt whether they did anything. Do know that even though their system screwed this up. I was being charged for two orders, the one sent to the wrong address and the one sent to the correct address. After the three days and seeing shipment confirmation email addresses to the wrong address they offered to credit the first order for 30 days as long as the first order is returned. In my case, this meant I would have drive hours to an old address, pay tolls and apologize to the people who live there now to return items that should have never been shipped. This is ridiculous that they have such a poor online ordering system that has now caused me to have to be their customer service, quality assurance and return person and if they screw up the return, I will be charged the original order again!! What exactly was I supposed to do if this had happened and we had moved out of state or across the country I asked them??!! What it means, is that Athleta is expecting, you, the consumer, their customer, to pay for their mistakes!
Review by Asahel2 years ago
I walked into Athleta the one located inside mayfair mall in Milwaukee and was greeted by a nice male employee when I explained the issue which was: I had bought the "Stash Pant Size Small" in the navy color and soon realized that the color was not for me. So with me going out of the country on vacation I had my mom go in and exchange them for the stash pant size small but in the grey/purple color.
When I got home from vacation I saw the leggings and they looked as if they had been worn but they had the tags on them, so I called Athleta and spoke to a rep and she claimed that "We currently do have some new people and they must have put them back on the racks by accident, she told me I could bring them in. Then today 5/21 when I show up at the store the employee tells me that they will not accept these because they have ben worn. I explained that they have the tags on them and showed them the pilling and said that if I knew that she wouldn't have let me return them then I would have never bought the leggings from Athleta in the first place. You are told as a customer if you are disappointed with your purchase you have the chance to exchange or get a refund.
The employee was super disrespectful claiming I was the one to get them like this and that my phone call when I spoke to another employee was invalid because I did not talk to the manager myself over the phone. At this point I am upset that this lady is shouting in front of customers and making a scene all over a pair of leggings?? So I told her "I will not be back due to your terrible service and that I would let everyone know about the terrible customer service you have here." I then called the store to ask to speak with the manger and I explained the whole story to her again and her exact words were "That's so funny because you are taking about me, you *** and then hung up the phone on me. I am shocked with how terrible the customer service was, the manager at the mayfair athleta is named Jill, she has made me NEVER want to shop there again because of how rude and disrespectful she was.
The sad part is not only how she treated her customers but also that I an stuck with a pair of leggings i want a refund or new leggings or something in exchange for. Please for your own sake do not EVER go to Athleta again because the manager will embarrass you in front of other customers and be completely disrespectful.
Reason of review: Poor customer service.
Preferred solution: Full refund.
I didn't like: Customer service.
Review by Alsahlee2 years ago
Bottom line - they only care about money and not customer satisfaction. They screwed up my order and refused to fix it. They have a color labeled on their site which is a light blue color, they sent me a navy instead. I brought it to their attention and included pictures of the colors they have listed and the color they sent me. They asked me to call them (on Superbowl Sunday). I have to say one of my biggest pet peves is when a company can fix something via email and ask that you call. Why?? So you can wait on hold forever and have someone verbally give you the run around. They sent me another tank again, the wrong color came again. Several emails later and they still refuse to send me the correct color. I am done with Athleta and their horrible customer service. They also have a brand new person answering your emails, these people do not read your previous emails so you have to explain each and every time the same story. Lord help me they are the WORST!!!
Review by Sheru2 years ago
Love how soft and we'll made my sweet shirt is!
Review by GotMedieval Derrow2 years ago
The woman waiting on me was in attack mode and not al all understanding that I am paying her salary! Rude , demanding and only did the right thing after telling me it was a one time curtesy!! Really!!?!
I had bought two 89 dollar pants - go in the ext day to buy a blouse I like - they gave me 25% off - nice. So, of course I wanted the same curtesy for the very expensive sweat pants I had already purchased, so I went back with them and had the receipt.
I was treated as if I had robbed the store, EVERYTHING she said was RUDE and demanding. I COULD HAVE SIMPLY returned and REBOUGHT them!!
Do they not realize how this effects their business, I am going to tell EVERYONE!! Turned their bag inside out - as not to give them free advertisement!
FYI, In my town we have MANY stores to choose from!!
Review by Karyane Zrike2 years ago
Once I discovered Athleta, I bought about half of my clothes from them. Dresses, shorts, sweaters, sweatshirts, skirts, socks, everything! The designs, the fabrics, quality, etc. all met my expectations. I don't like paying full price for anything but I would for Athleta just to make sure I got items that I liked.
I had a Gap charge card forever, probably 14, 15, 16 or maybe more years. So, when I started shopping at Athleta, I just used my Gap card. A few months ago, an Athleta associate talked me into opening Athleta's. Meanwhile, I closed my Gap card since I could use my Athleta card at Gap. BIG mistake.
First, I returned some items that I had purchased with "rewards" and was told by the store that I would get that credited on my statement. Five months later, no such credit. That was $45. I pay all of my bills as soon as they arrive. And I don't make payments; I pay in full. Twice in four months, I've gotten a statement saying that I MISSED a payment. If I had gotten a statement, I would have paid it. Period. This could be a USPS issue, sure. But, I've not had the problem with any other bill that I've received. And, I've not gotten my $45 rewards credit and, so, I cancelled this card.
Now I don't have a Gap card or an Athleta card. Maybe it's time to find a new store. Ugh, so disappointed.
Review by Cflory2 years ago
Started shopping at Athleta because of their credit card promos. What a NIghtmare! No matter how much I like the clothes it is not worth the aggravation to get and use the rewards. I spoke to cust. service MANY times, they always referred it to the credit card company. Went in store for help. The very kind manager there tried for almost an hr to remedy. She was so frustrated that she could do nothing she was calling her area manager. Still at mercy of credit card. In my mall, there is a lucy, Lululemon and Fabletics. Sorry Athleta but if I earn my rewards but can't use them-I'm shopping elsewhere.
Review by Samaan3 years ago
Never depend on Athleta to ACTUALLY have in stock the merchandise you order online. Never depend on Athleta to be able to fulfill orders. Never depend upon Athleta Expedited Shipping---especially since they don't have the merchandise anyway yet Athleta will not give you a credit for the Expedited Shipping!!! Never believe that Athleta will send TIMELY notifications concerning merchandise shipping or notify you of their failure to have the merchandise (they wait to do that for a few days even though the order was to be "Expedited"). NEVER BELIEVE THAT YOU ARE A VALUED CUSTOMER AT ATHLETA EVEN IF YOU WERE ONE OF THEIR FIRST CUSTOMERS EVER & EVEN IF YOU HAVE THE ATHLETA CARD!! NEVER EXPECT LOYALTY FROM ATHLETA. THERE ARE FAR TOO MANY SUPERIOR RETAILERS TO PUT UP WITH ANYMORE MISERY FROM ATHLETA. NORDSTROM ZELLA BRAND OF ATHLETIC CLOTHING IS SUPERIOR & NORDSTROM IS INTERNATIONALLY FAMOUS FOR OUTSTANDING CUSTOMER SERVICE.
Review by Phathu3 years ago
Staff is very friendly and they had a nice stock of sale items as well as an array of sizes for most of the workout gear.
Review by JosefII3 years ago
My brother sent me a $250 gift card. I do not have a local store. I needed to return 2 tops for a smaller size. Now remember....a gift card means they already have the cash....I was told I needed to send it back, wait 15 days to process , then WAIT for a new gift card to be issued and snail mailed back to me. Of course the tops are now out of stock. This is piracy. I should have been able to do an exchange at time of return like every other high end online store. NEVER give a gift card from this outfit.
Review by Hathi3 years ago
WORSE CUSTOMER SERVICE: I walked in the athleta store at Old Orchard mall for the first time to take a closer look at some leggings I liked on the window display. I walked around the store for a few minutes. I was thinking of trying the pants on and then I realized nobody greeted me. I went to the back to look at the sale rack and walked back to the pants I was thinking of buying and the sales person walked by and looked the other way as if I wasn't there. I then waited for the cashiers to finish their transactions one looked at me and didn't say anything. I got a little upset. I googled their store while I was there. I wrote an email about my experience while I was still there and still no-one came to see if I needed anything. I left the store thinking to myself I have been to worse places with better customer service. I'm Hispanic by the way. I don't know if this has anything to do with that. I will never go back to this place.
Review by Lightbringer Lubwo3 years ago
I have never found a place that sells clothing that looks good, feels good and is reasonably priced all at the same time. I love to travel and to work out and these clothes are great for both! Great customer service, fast shipping, great deals in store and more. Thank you Athleta!
Review by Tammette3 years ago
I've read a lot of reviews for Athleta--many are complimentary, but my experience was not positive even though the company's marketing and online communication would lead customers to believe it is. I ordered 4 items; was sent an email indicating all were shipped; was later sent an email that one item was not available...confusing.
...was sent an email that my order had been delivered. It hadn't been delivered. ...was told on the phone that if I wanted the items shipped again, I would have to either wait for another department to review my "case," or I could place another order and be charged again. They were unwilling to credit me despite the fact that I didn't have the first order. I found it really hard to understand both customer service representatives--not because they were not fluent in English, but because they fired off their rules and limitations so quickly I found myself asking them to repeat themselves.
I guess I just miss a time when -- as a customer -- it felt as though one's business was appreciated. This company is more interested in making its profit than pleasing the people who bring that profit in. Beware if there is a mix-up on your order. Judgement will not be in your favor.