Lululemon was already on some customers' bad side after its founder blamed large thighs for the brand's pants problems. Then the company cracked down on customers selling its merchandise on eBay by banning them from shopping on its website—a frustrating move for a store with a short return policy of only 14 days, Business Insider first reported two weeks ago. Now Lululemon has had a change of heart after complaints cropped up on its Facebook page. "We looked into it and realized that we had indeed gone too far, and have taken steps to fix it as quickly as possible," a senior VP of communications tells Business Insider.
The initial block was to punish those who showed "a pattern of re-selling new product numerous times on an ongoing basis and at an elevated price point," the company previously said, though one customer told Business Insider she was banned after selling just one tank top. Now, "we are reaching out to apologize to the guests who were impacted and have adjusted the language on our website to reflect" the company's stance—that selling large amounts of its apparel at higher prices is not OK, the VP says. Bloomberg notes that the move comes as Lululemon tries to "regain momentum" following calm Q3 and Q4 sales, as stepped-up quality checks slowed delivery of new items.