Contact lululemon Studio Support

by STLSchube

Just received my Mirror after an already bumpy order/communication interaction with the company. The “white glove” delivery and set up was just two guys from a robo delivery company who didn’t know anything about the product (in fact mentioned they’d order Tonal) and did not stick around to make sure everything was up and running. Oh, and apparently the accessories we paid $200 for are delivered separately, so no idea when they’ll show up. Enter the real problem: my sound is garbage. It’s muffled to the point you can’t hear what the instructors are even saying. I’ve spent the last 1.5 hours troubleshooting and talking to 2 different Mirror reps. My videos of the issue are being sent to engineering, and probably another appointment will be needed for someone to come “fix the soundbox.” For this price and their brand integrity, Lululemon should be doing a much better job. We may be on the path to returning. Who knows, might try Tonal instead.

by Ihatehellofresh

The mirror itself is pretty cool. However, it takes me 10 minutes to connect every time, and if I’ve only got 15 to 20 minutes then I’ve eliminated half or more of my work out just for stupid connectivity issues. I have other Wi-Fi connected devices like Sonos where I have no problems so I think it is something with the mirror itself. I’ve decided to return the mirror because I’m only using two types of classes out of the huge variety offered, and I’d hoped my husband would use the boxing or some of the other workouts but he’s just not into it. I’d hoped to also use the yoga classes but they feel too much like “gym yoga” classes, don’t have anything beyond beginner (even if they’re listed as more advanced, they’re still pretty basic), and there are other less expensive apps with better classes. The last reason I’m giving it only two stars is because the customer service is nonexistent. I’ve been trying for three days to set up a return within my 30 day trial. Every time I’ve called the automated message says they’re too busy taking other calls and to email instead. I’ve sent two or three emails and still not heard back. Mirror, I’m very disappointed- get on the ball and hire some more people!

by Sarah28467

I was so excited to get the Mirror around Thanksgiving. Loved using it. Was even more excited to get an Apple Watch, the plan all along, so I could track my HR while exercising. I should have read the reviews on here, it seems that folks have been unable to get heart rate monitors to connect effectively to the mirror for months! Shocking this hasn’t been addressed. I’ve done every step listed online, contacted support several times, and have been unable to get somebody on the phone for >10 days.
The crux of the issue, is connectivity between the Apple Watch goes through the app to the mirror. It works somewhat well until my phone goes on sleep/lock mode. Then it disconnects. Leads me to believe it’s an app issue.
I am so supportive of this business and love the idea of this product, but find it pretty frustrating they’ve known for months individuals have a hard time connecting HR monitors that this hasn’t been addressed well enough yet.