Company activitySee all
Write a review
Reviews2.5
21 total
Sort:
Went into the Carmarthen store, staff were incredible with my twin toddlers. Letting them play with the bath bombs. The store assistant Jerusha was so kind with the children and helpful. Made our day!!
Date of experience: March 11, 2024
amazing products but shipping is so bad that i have to go out of my way to leave this review. like why is it taking 2+ weeks... should honestly be free to ship at that point bc literally anywhere else you order from you get it within 2 days to a week it's 2024
also, fire whoever runs the website cuz they can't even properly update your guy's stock like 10 things i tried to add to cart it said "sold out" even tho it was "in stock"
Date of experience: December 29, 2023
Cut them some slack. Lush recently experienced a cyber attack, leading to the complete shutdown of their Customer Care department for weeks to prevent any potential customer data breaches.
Date of experience: February 15, 2024
I love Lush products, but the customer service has gone straight to hell. I have been waiting for over ten days for them to adjust my overcharge and I get the run around every time I call. I am on my sixth call to them and feel like I have been stolen from. Also have not received the order yet. Shame on Lush, your products are so good and your customer service is SOOOO bad.
Date of experience: January 09, 2024
I just got charged $32 for my “free” gift. I think an attorney should represent everyone who has gotten themselves pulled into this membership scam. Class action lawsuit is what is needed here.
Btw, Love the vibe my mascara. Will buy through Amazon in the future.
Date of experience: March 06, 2023
I’m all for less packaging, but no packaging at all means my $12 bath bombs are now dust coating the packing peanuts. This will be my last order from Lush.
Date of experience: December 28, 2023
I ordered a Christmas gift on December 16th. I paid for delivery. I am getting UPS updated just saying it is running behind. They are giving absolutely no indication as to when this gift will actually be delivered. When I purchased it, they guaranteed delivery before Christmas. When I got a message saying there would be a short delay due to the weather. I understood, but this is just ridiculous! I will never use them again and do not recommend them.
Date of experience: December 16, 2022
Bought from the online store 3 times in the past, two times some shower gel bottles leaked. I sent them pictures and they told me to go to a store if I wanted an exchange. Why would I spend time driving when it's not my fault? I suggested I can mail it back for an exchange. It's a gift for a friend I will bring with me on a road trip so now I don't think it's going to be on time. I don't want to shop here again because it's just too much trouble and customer service is always unhelpful.
Edit: I went to the storefor exchange becauseI don't want to risk another leaking package.
Date of experience: October 17, 2023
I purchased my monthly bar soaps via online, and received my order in disarray. Per customer service chat, bar soaps are now shipped out naked without being wrapped or separated, and all the packaging peanuts that are thrown inside the box are lodged within the soaps (as they are soft), as I carefully peel them off the soaps, it is also removing some soap, there is also bleeding from the other darker soaps, making these impossible to gift as they look awful! I understand the need for less waste, so why not use something in similar biodegradable format to divide the soaps up?!?! This is so frustrating!
Date of experience: November 14, 2022
Bought a gift to "propose" to my bridesmaid as I live in Australia and she lives in the USA. Ordered with a gift message and to not include the price. It arrived to her with no gift message and with the receipt! She had no idea who it was from and our special moment was ruined. Customer service was unable to help or offer any apologies as it was "how I ordered it" instead of apologising for a glitch in THEIR system. Will never order from LUSH online again. Absolutely horrified.
Date of experience: July 13, 2021
The store manager at the Markville Mall location is very disrespectful and bluntly lied to my face. She does not have any sense of urgency when it comes to a customer having allergies. I have been buying certain products from this location, every staff member has been so kind to me except for the store manager. Even when dealing with customer service, that department is a total joke. The customer service team said they will follow up with the store manager's actions and the manager was supposed to get back to me but no follow-up happened...Lush, you just lost a great customer.
Date of experience: July 25, 2022
Lush has always been a fun experience for me but I do not have one close by. Over Covid I have ordered twice now. They both took forever to ship. I ended up canceling the most recent after it not being shipped after two weeks. I was able to cancel my order but my sister who ordered was not. Her order says waiting for postal pick up.(It has said that for a few days now) How a company that charges what they do and is established in two countries is so awful is beyond me. All the warm fuzzy feelings are replaced with waiting to speak to a representative. I was 33 in line btw. Get it together lush.
Date of experience: January 11, 2022
I LOVE LUSH PRODUCTS AND THEIR CUSTOMER SERVICE, BETTER THAN ANY COMPANY OUT THERE. THESE ARE THE BEST PRODUCTS YOU CAN BUY. I HAVE ACNE PRONE SKIN SINCE I WAS 14. THE VANISHING CREAM IS A BLESSING. ITS TURNING BACK TIME ON MY FACE. IM 50 AND LOOKING YOUNGER FROM THE VANISHING CREAM. MIRACLE MAKER!!!! THANK YOU LUSH ❤️
Date of experience: February 29, 2020
blown away by the terrible customer service. ordered online a week ago, immediately received a confirmation email and was promptly charged - after several attempts chatting with snarky customer care members just trying to get AN UPDATE or TRACKING or anything further regarding my order, my order was cancelled by an associate. the yummy smelling lotion is absolutely not worth the stress. having once been a loyal customer at my local lush before the pandemic, unfortunately this experience has all out made me not want to do business here anymore. thanks.
Date of experience: January 08, 2021
NOT NATURAL--USES TOXIC INGREDIENT. They use synthetic fragrance, one of the most toxic ingredients one can use!!! Please please please take out synthetic fragrance! I used to love Lush until I learned how it's totally legal for companies to put carcinogenic, organ toxicity and other horrible ingredients into products, and synthetic fragrance is among those awful toxins. Maybe they won't smell as strong but they'll still smell good, I've found tons of essential oil scented products that smell great since then.
This is especially heartbreaking given Lush's great company practices. Packaging with less waste, recycling rewards, less waste shipping, very very progressive imaging (lgbtq and body inclusive representation), AND vocal about controversial progressive causes (they're vocally pro-choice). I will splurge on Lush again the day they look to EWG skinsafe and make sure ALL of their ingredients really are safe. Heck they could toss in some less natural stuff in there that isn't toxic if they want, just please please please remove synthetic fragrance.
And this is not just about what the science says. I used to use a LOT of Lush and other greenwashed "skinsafe" products with fragrance, and ever since I switched to EWG skinsafe approved zero toxins products, my skin is the best it has ever been.
Date of experience: May 11, 2022
Nice products but customer service sometimes really sucks. I came to the store with my two little daughters and expected more attention((
Date of experience: March 09, 2021
I love all the products 💕I have received from Lush. Customer Service has always helped me when I have had questions about some of there products and have even sent me free samples of other products to try. The shipping is fast and it makes my skin feel refreshed! Thank you Lush
Date of experience: July 12, 2020
Crappy CS. Luckily there’s other company that would love to have my business.
Date of experience: June 22, 2023
So i made an order and received a confirmation number on Day 1, cool. The LUSH system told me that shipping might be delayed due to COVID, no biggie.
I fell and injured my leg and knee on Day 3.
Day 4, I contacted LUSH customer service to issue a refund. Employee reached out to ask for my order number so they can cancel it as soon as possible for me. I emailed her with the requested information. I was never contacted again and that exact night, I was charged for the order. That meant they’re gonna ship the order soon.
Day 5, I sent another cancellation request and provided the order number in the same email. The customer service responded with “Sorry, we can’t cancel the order because it’s getting shipped out to you right now. Here’s the tracking number.”
Day 6, I am angry. I send LUSH an angry email, expressing that I am extremely upset and am asking to process a return immediately. I do not want this order in my home. I want to process the return before it got here so i can just send it right back. I receive an email from customer service telling me he’s sorry but my email about cancellation came in after working hours (I responded at 5pm) so he can’t do anything anyway, and he can only start a return process after the order gets to me.
Day 7, the order comes by but fails to be delivered because “no one was home at the delivery time”, despite me waiting around at home all day for this order. I didn’t hear a knock and the doorbell wasn’t rung. I’m not going to sit at the window and watch for a truck to come by.
Day 8, I get my order. I go to a store personally to return it. When I got home, I received a system email from LUSH that says my order “is on its way!” with the tracking number I was given on Day 5. So it seems that the first customer service employee received my response and decided to charge me to ship my order overnight, and instead of saying anything, went completely silent and never responded back to me.
tldr; if you want your order to come by ASAP, ask for a cancellation and they’ll charge you and send you the order overnight apparently.
Date of experience: October 23, 2020
Is this your company?
Claim your profile to access Trustpilot’s free business tools and connect with customers.
Get free account
