Extremely Frustrating Experience with Alo Yoga Customer Service
wanted to share my recent experience with Alo Yoga to see if anyone else has dealt with something similar.
On May 5, I placed three orders totaling over $600 during a promotional sale for in-store pickup at the Boston location. I placed the orders well in advance of an international trip.
The orders were never fully completed. To avoid losing items that became available, I made four separate trips to the store. Parking downtown Boston is expensive, and each visit was a hassle. The in-store service was also disappointing—on one visit, I arrived 15 minutes before closing after work and the staff was visibly irritated and rude. On another visit, a simple pickup took nearly 40 minutes.
For over a week, I tried contacting customer service by email, chat, and phone. I spent hours waiting, multiple chats disconnected, and my emails went unanswered.
Some items were then canceled due to “pickup expiration,” even though the orders were never fully fulfilled. Earlier that same day, a representative told me my order was “lost.” About an hour later, I received an email saying the order had been marked as “picked up.” Since the merchandise was worth over $600, I panicked and called the store, which confirmed there was no record of any pickup under my name.
When I spoke with a supervisor, he was dismissive and passive-aggressive. He implied that I may have picked up the order myself and was being dishonest. He also claimed one order was canceled due to a payment failure, even though the charge was successfully posted to my account.
The only solution offered was for me to reorder everything at full price and wait for a future price adjustment after my refunds are processed. I’m uncomfortable paying for the same items twice and then potentially having to spend more hours chasing customer service to get the promised adjustment.
For a brand that positions itself as premium, this was one of the most frustrating customer service experiences I’ve had.
Has anyone else dealt with something similar with Alo? Did they actually honor the promised price adjustment and offer any compensation for the inconvenience?