Lush Cosmetics 

I had placed an order directly with Lush for an array of bath bombs and bubble bars for my partner.
I had an email to confirm my order placement and another to let me know it had been dispatched to the courier.
The courier appointed Yodel, also emailed me to confirm they were in receipt of the package. I then had another email to confirm the delivery date and another to confirm time slot on the day. So very good communication. The courier then emailed at 3pm to say they had missed me and would re-attempt delivery the next day (it was my business address and we are open until 6pm so they clearly did not attend). 7am the next day the courier emailed to say the package was damaged and was being returned to Lush. I emailed Lush forwarding on the message from Yodel, and Rhia from Lush customer service sorted everything out, so that the whole order was redone and sent to me by DPD. When I opened it up, unfortunately 1 item was missing and another was slightly damaged. I emailed them again and Sara S came back to be apologised for the error and agreed to send out a replacement for the missing and damaged item.

Absolute dream to work with stress free and feel confident ordering from them anytime.

I love Lush products and have been a regular customer for years. However, the last 3 times we have ordered from them online the box has arrived missing some items. This is obviously annoying, but even more disappointing as my husband ordered me things for Christmas and birthdays and both had items missing, meaning he had to ring up and get the items delivered a few days later. I understand the odd thing might be missed, but 3 times (twice the shower gels we’re missing, at Christmas 4 products were missing) says that the boxes aren’t being checked properly.

Highly disappointed as a returning customer.

This was the review I left on one of their products, and it was removed.

lovely oils - bad reaction ):
I had a lovely, relaxing bath with this and came out smelling wonderful. However, my skin is now really sore, I'm burning hot and my lips are swollen from it. I can't see any ingredients that I could be allergic to either

Still imposing their horrible smells onto the high street. Their shops should be hermetically sealed.

I had fantastic customer service from a young lady called Rhiannon at the central Milton Keynes store. Very pleasant and knowleagable.

My local store is great!
I buy a ton of Lush at a time so I only go about every 6 weeks to restock and even then they remember me, ask about whatever I was chatting with them on the last visit, and generally take an interest.
I have severe nut allergy and the ladies know me so well now they can tell me what to avoid on entry to the store, which you wouldn't believe just how great that is.

My issue really is with the main guys at the main place. I have long requested a simple nut sticker (like a peanut in its shell) for items which contain nuts. Not too hard to do right? They go above and beyond for Vegans so I thought why not. Well the feedback I got from them (head office lot) was that it is actually too much trouble and something they won't be doing.
Ok, I mean, I have to take an age looking at all the ingredients and knowing the latin names for nuts (Dulcis Prunus is almonds) but ok? I just figured that allergy help would be a positive and good thing to do so I was surprised by their attitude.

I will keep using Lush as I have the ladies where I live to assist. Lush is great for eczema skin generally. You can feel the softness of the water as you get into the bath and bathing has become a pleasure rather than an itchy hivey chore.

Cheers local Lush ladies, you rock

Awful products that left red patches and bad smells. Staff are just as bad.
DO NOT RECOMMEND

((edit)) This has been dealt with by a wonderful customer service representative called Sharon. Both the bath bomb and shower jelly have been reissued. Thanks!

Missing broken products.

I spent what I call a small fortune at lush quite often in person and decided to try the online service as it's just too busy for me to go to the store.

My order arrived nicely packaged and that's all the positivity I can give. The bath bomb I ordered cost £12+ and was broken into pieces the styrofoam didn't do anything to protect it.

The face mask which cost £20 was leaking and of poor quality when I opened it. I've used this mask before and it didn't smell like this.

The shower jelly I ordered was meant to be the 240g twilight edition, I received just one 100g with a cracked cover.

The body conditioner and shampoo bar are perfect but seriously, lush get your Packers to handle things with more care. If a product is unavailable then deduct and return the price instead of charging me fully for less than half of the amount, and find a way to send fragile bath bombs like this so it isn't broken into pieces. I'm disappointed it was a waste of £60+ and I'll never order again.

Pre-covid... enjoy visiting their stores and seeing/buying their products! I always buy a lot. Disappointed when they shut the Covent Garden branch and there's not many places in central London to visit for Lush!! Also, I find they are always busy. I would love more shops. Experience rated for great products but lack of accessibility / proximity to their shops.

Me, my partner and his 6 year old niece came into to Lush Derby for a shopping trip and we were greeted by Scott. He was so helpful and was stood with us for at least 15 minutes whilst my partners niece was trying to find the prettiest and sparkliest bubble bars. Scott’s customer service was phenomenal from the start and was one of the loveliest men we have ever met. Scott is a true asset to your company and deserves so much credit for the outstanding service he provided us. We will definitely be coming again as he made us all feel welcome! Please can this email reach him as I would love him to know how amazing he is! Thank you again Scott!

Kind regards,
Kelsey, Ayrton and Holly x

Absolutely dreadful. I used to take such pride in buying from lush but over the past 2 years poor customer service, and over priced products have completely changed my perception of this company. Whenever anything goes wrong Lush are disinterested in finding a resolution and treat you with resentment as opposed to genuine care and customer service. Such a shame but the company is day and night from what it used to be.

I just want to share my experience I received few minutes ago in Lush store in Clapham Junction station. Lady with long dark hair, forgot to ask about the name was absolutely amazing - very informative, professional, super nice and friendly and just made my day! I will be definitely coming back to this store!!

Outstanding customer service. Yodel, shockingly (/s), completely messed up my delivery up to changing my address so the driver couldn't find my building, twice. Then I got an email at 6am to tell me they had damaged my parcel so much so it had to be returned.

I promptly got onto Lush customer service who were outstanding and arranged a reorder with express delivery with another delivery company.

Only knocked a star off for their use of Yodel as yodel has been that bad.

I am a long-time LUSH customer, but I am now so frustrated I am looking around for something else. The last straw was repackaging the amazing Veganese hair conditioner IN A TUB instead of the usual bottle. REALLY. A hair conditioner that now cannot be used in the shower???? I am also very tired of finding a fantastic product that really works for me and is obviously selling well, only to have it discontinued without warning and for no fathomable reasons. WHO MAKES THESE DECISIONS??? And never, ever, is there a human being on the end of the customer care lines. LUSH ha great products, but *extremely* poor product management and customer care. It's all well and good that LUSH concerned about he environment. Now could they show some genuine, demonstrable care about their customers?

I love using honey I washed my hair and the kids love fun!!

I purchased a Mother’s Day box for £50, the bath bombs were solid and didn’t dissolve and Lush were completely disinterested in resolving this for me. It obviously wasn’t fresh. This was supposed to be a special gift, I had saved up to buy this gift for my mother and given the price I expected a much better quality product. I won’t ever be purchasing from Lush again. I wouldn’t recommend their products or their customer service.

I bought 3 bath bombs thinking to have a foamy bath but bath bombs did not produce any foam at all , just a flat coloured water! I was very disappointed cause i found bath fizzers at Superdrug for a fraction of the price that did the same exact thing - NOTHING!!

I went to check online and apparently one of the causes could be the recipe itself not having enough baking soda!!

But it's really disappointing and misleading! I won't buy again for sure , bought 3 , first and last!!

Ordered 3 Lush soaps online. They arrived unwrapped in a box much too large, full of something like polystyrene - & the message "packaging is rubbish". Theirs certainly is. Underwhelmed by the soap - the citrus smell faded as soon as I used it. Haven't tried the others yet. The shape is awkward, hard to hold.