Lush Cosmetics 

One of my items was missing - the staff on chat were super helpful (esp Giannah) advised me that the product was out of stock (email had gone to my spam folder) and offered a replacement or refund. I chose a replacement which was immediately ordered for me and I got an email confirmation of replacement order straight away. Fantastic customer service!

I have been ordering from lush for years and never had an issue and the service from the staff has always been 100% online and in store.

Looking through the comments it sounds like a bunch of entitled Karen’s throwing their toys out the pram.

Ordered 3 items, 1 of which wasn't in stock, which ironically arrived the day after the other two. I would have been happy to wait given we should cut down on our footprint. The late arriving product had a use by date of the 15th Feb I received it on the 13th. Not great! It smelt really bad! not the lovely fresh, floral smell they promised and arrived in a massive box :( They eventually replied to my emails and fobbed me off by saying they put the wrong use by date on it. Ending the email by saying 'have a fantastic week'. What a cheek!
I have now received a sensible and polite email offering a refund.

In store shopping is fine and I love their products but ordering online is a nightmare. Took two weeks to receive 3 bath bombs. This is 2021 shipping ins delivering does not take that long.

I ordered online but the package arrived missing an item. I sent a couple of emails over the course of about 10 days but didn’t get a reply. Today I called and after the briefest of waits, a very apologetic and helpful lady has resent the missing item on next day delivery. She explained that they were very busy but was very sorry for my experience and went out of her way to put this right. So unless it doesn’t turn up tomorrow, they have more than redeemed themselves for me.

My recent experience with Lush customer service was exceptional. As a frequent visitor to their stores, I have always been impressed at the enthusiasm and consideration shown by the service assistants and was not surprised to be provided with the same standard of customer care over the phone. The advisor, Emma W, was very professional and helpful - her assistance with my query was invaluable. I will always be pleased to shop with a company with such high ethical standards and commitment to customer care.

Truly some of the worst customer support I've ever experienced. Need an order to be delivered by the 13th at the latest and I've now spent upwards of 2 hours on hold after being lied to yesterday about delivery times.

I was slightly sceptical about ordering from here initially given the negative reviews but it certainly don’t reflect my experience. I ordered several bath bombs as a surprise gift for my sister. She was overjoyed and these made a lovely treat to banish away the lockdown blues! The package arrived in pristine condition, plastic-free and carefully packed with swift delivery to boot. This is the first time I’ve ordered from LUSH online [the flagship store is walking distance from me!] and I’ve been so impressed. A guilt-free gift that’s great for the animals & planet!

Used to love the smell of Lush products. I ordered Fairy Dust dusting powder and Snow Fairy shower gel and shower conditioner. The smell is supposed to linger on your skin. Fairy Dust just leaves a stain on my clothes and none of the products even smell at all nice. Don't waste your money; Lush has gone downhill.

Made my first online order before Christmas and it came without any issues. Made an order this month and one item wasn’t right, there’s no option to return or exchange so I went to contact customer service not expecting any issues, I had no reason to think otherwise.
Online chat function did not work, on multiple devices.
Emailed and got an automated response saying it would take longer to get a response than normal, no guide as to how long that would be. Waited a few days before reading other reviews and realising this small exchange might not be the quick fix I was expecting.
Tried their iPhone message and got the same automated response as on the email.
Decided to ring, was on hold for 15 minutes then told to hang up.
If I couldn’t get through to anybody I would have eventually had to contact my bank, as I saw someone else had done this. I perhaps wouldn’t have been as bothered but the product I received was half the price of the one I’d ordered.
Rang again the next day, waited 14 minutes and expected to be told to hang up but to my shock someone answered.
Didn’t get her name but she was great, said I could keep the mistaken product and they’d send a replacement for the one I actually ordered, gave me a new order number and that was that. Sorted within a couple of minutes. It came no issues.

My advise for anyone with similar issues would be to keep trying their phone number rather than their other modes of contact. Obviously the holding time wasn’t great and I didn’t get through first time but as I say, as soon as I got through it was sorted instantly.

I was just getting into Lush and enjoying a few of their bathbombs and perfume scents so I went ahead and ordered a 100ml perfume online of What Would Love Do? I was sent the 30mL in error and so spoke with a lovely customer service rep by the name of Zowie. I sent her a photo and she was very apologetic and told me to keep the 30mL sent and she would send out a 100mL that I originally ordered. Once again, I received a 30 mL and called to speak with Zowie again. Her supervisor told her to offer me half of the cost of the perfume in a gift card and to keep the 2 30mL bottles that were wrong orders. I told Zowie to tell her supervisor I want what I ordered which is 100mL bottle and she ended up telling me to send back the 2 30mL bottles and a 100mL would be sent. It's very poor customer service to tell a paying customer to go through all the effort to send items back that was the company's mistake...twice, and still not getting what I ordered and paid for! I had already used a portion of 1 bottle since I had been told to keep it, that would end up being thrown out as it cannot be resold! Am I silly enough to believe I will get the proper product on try number 3? Not taking any chances! I accepted the offer of the half cost of perfume on a gift card but no surprise it has yet to be emailed to me.... Customers DO NOT pay for employee errors. Bottom Line? Pathetic and embarrassing customer service. Move along!

Absolute farce of a company this has become. Placed a large order for Christmas, did not receive and no communication. They eventually replied over two weeks later to say my delivery was not processed or got lost. Asked for order to be sent to be told the lines were no longer available.
Then have placed another order over a week ago to which it is still sitting under being processed, and again no response or reply to my emails and messages!!! AN ABSOLUTE DISGRACE OF A WAY TO TREAT LOYAL CUSTOMERS!!
Thought I would give them the benefit of doubt but how wrong was I.
STAY WELL CLEAR!!! 😡😡😡😡

Every time I’ve ordered online from Lush the order doesn’t take long to arrive. Whenever the products have been delivered they are packaged well and carefully. Can’t complain. Love Lush!

There is no customer service. Thry is all the ways you can get ahold of them but don't reapond. Placed two orders ( one was Christmas gifts) both arrived with crushed to peices bath bombs. 10 each for smashed bathbombs. Nice. Last time purchasing from them

So dissaponted to be writing this as i love there products. But the customer service is non existent no one replys to you atall you call and your on hold for half hour then it hangs up useless. Also bad that they use such a bad delivery service Yodel. They have lost my parcel and when contacting them they say to contact Lush as they cant find it even though it was scanned by them to be delivered a week ago but never was. Someone has obviously STOLEN them. So now im out of pocket. Ridiciolus

I gave 2 stars because I ADORE their products and the shopping experience in store. But trying to buy online... WTAF are you doing Lush? If there is an issue with your order, there is NOTHING you can do about it! Nobody answers the phone or replies to emails, and their online chat function doesn't work. I would really recommend that nobody buys anything online from them. It's completely unacceptable to have an online store and not have any people available to help you out with issues. Spent £46 and no idea if I'll ever get my items or a refund...

I never received my product. Its been over a month and their customer service is the worst. Absolute Scammers. Stay away.

I've shopped from 8 different Lush stores in three different countries. Always received amazing customer care, the staff are extremely helpful, knowledgeable and friendly. I love their products, cruelty free, actually work and they all smell divine!
I have ordered online, received on time, and once that I didn't, I was issued a refund within a week.
Love them.

Lush sell a vast array of face body and hair products.
The range of scents is huge and there's Always something new to sniff.
Their scent line is fabulous and highly rated by fragrance lovers.
The staff are very knowledgeable and friendly.
The website is easy to use and the customer service is top notch