Lush Cosmetics 

I would put 0 stars if possible, never received the item I ordered, I’ve attempted to get in contact multiple times in every different way possible and heard absolutely nothing back. Scammers

Having visited the Portsmouth store a while back and used several of their products I felt it's now time to give a review.
The Customer service was good (although the store can get very busy, sometimes leading to a bit of a wait if you would like advice).
I love the way they have products that are for testing ie in buckets of water so you can see the reactions of the product. Also they are very good if before you purchase a full priced of the item they allow you a sample. I did this with the lush sleeping body lotion. It smelt absolutely fantastic and really helped with bedtime routine with my children.
The downside of the products, personally anything with glitter... After having a lovely bath with a bath bomb my daughter got out and was still covered in glitter. Not a big deal just a slight inconvenience.
The prices can be on the exspensive side, but I put this down to being made with natural ingredients.
I definitely recommend for gifts or if there is an item you really like but for everyday cleanliness I would avoid if you are on a smaller budget.
All in all brilliant if you have a good disposable income.

I visited the Lush store at Towson, Maryland and the customer service was not what I expected. When I shopped at Lush pre-COVID, I was really impressed with the salesperson, she was so friendly and knowledgeable about the products and made great suggestions, she was also eager to assist me. I left that day feeling happy about my purchase. Fast forward to today, when I placed an online order and opted to pick up in store. What a mistake. The employees were not friendly nor helpful. I definitely WILL NOT be shopping at this location anymore.

Highly recommend the blush face mask. Will be buying again. Lovely packaging.

I purchased the bumble bee massage bar. It smells incredible, however the exfoliant stuff has no place in it. I could understand a little bit maybe but it just doesn't work, when I massage it in I end up literally diggered in the exfoliant stuff which is unpleasant I would of preferred for the cost more moisturiser less scratchy stuff. thanks for being an awesome shop

I purchased an online exclusive during the month of October 2020. I did not like the scent and returned it the end of October 2020. I received an email for your representative Gina L on November 7, saying my returned item was received and was asked if I would like a refund or an exchange for something in the value of the $99.99 of the item I had returned. I replied that I would like a refund. Since I did not receive a response, I sent another email on November 28, 2020, to the same Gina L, asking when I would receive my refund.... still no response and as of today, December 18, 2020, I still have not received my refund. I have tried calling your customer service number numerous times, only to sit on hold for 30-45 minutes at a time, without a representative ever picking up the call. I understand this is a now busy time. But this is 3 months now of waiting for a refund and I think that is a little unprofessional, especially since I never received a response from Gina L after her initial email.

Placed and order and did not receive two items, but were charged for them. Have tried repeatedly to contact them for credit and can never get through by calling or by text (as they suggest). Also, one item I did receive was broken, and other bombs appear to have absorbed moisture.

Followup: I tried to text them again today, after trying for several weeks, and it did go through. They said they would issue me a credit for the missing and damaged items.

I am obsessed with Lush! I love everything about the products, the company, the employees, and how they make and support their products. They use fair trade materials which is amazing. Also nothing is ever tested on animals which is extremely important to me. I have experience with both shopping online and in store and there are pros and cons to both. There is alot more product variety online and all the information you need to know about ingredients, how it's used, and what the benefits are is literally right at your fingertips. In store you get to actually see, touch, and smell the products and you have a person there that can give you recommendations. In store they will give you samples of products if you are unsure about a product which is awesome as a lot of companies don't do that. Any time I have ever had any issue at all Lush has been very quick to help. When I placed and order online and it arrived and products had been destroyed in transit, they immediately sent me out replacements no questions asked. In store I got a bath bomb that wound up being a dud all I had to do was go back to the store explain to them what happened and they immediately told me to go grab another one free of charge. In my personal opinion, Lush's customer service is some of the best I have ever encountered. I can honestly say I have absolutely nothing bad to say about this company and highly recommend them.

I have lost a spa gift card that I bought at their flagship store. They went above and beyond to find my purchase through my card details and sent me back another gift card by post in a matters of days.

I’m so happy with the customer service!! Thanks Shauni!

Also I made an order during summer of a massage bar which melted into the package. I messaged the customer service and they immediately sent me a replacement bar which I was really happy about.

I have had very good experiences in both English and Spanish Lush stores, I do think the quality is outstanding and everything I have tried so far is really good. However, I think some of the products are way too expensive (some of the shower gels, for example), even more now when vegan and cruelty free products are becoming more and more accesible.

The products are great, but the customer service is non-existent. The wrong product was delivered which was supposed to be part of a present. I have tried ringing - can’t get through, twitter and many emails to which I have had no reply whatsoever, not even an acknowledgment.

Absolutely horrible customer service. Do NOT order. I placed an order by the Christmas deadline and paid the extra for two day shipping. That was two weeks ago and my order is sitting in Canada and not moving, $300 in Christmas gifts. 2 days before Christmas. Customer Service not picking up, and not responding to left messages. I was excited to buy these items for the people I love, they have gone with me from raving fan, to former customer. I am in the US.

My experience with Lush in Australia couldn’t have gone better. I rang enquiring about online gift vouchers which wasn’t quite up and running. I was sick, distressed and couldn’t make it into a store to buy a voucher to send to my daughter. Amber said it would be up and running within a few days. Then she checked with the appropriate people while I was on the phone with her to make sure. She told me that she would call as soon as it was up and running. It happened on her day off but she left instructions to call me when it was up and running. I was most impressed. What other company would do that? Not only are their products fantastic their customer service is exceptional. Thanks Amber and staff.

I'm a Lush addict. Web service is always prompt and product is fab. Love love love me some Lush!

Well done Lush. Visited the Warrington store and thought your staff/customer service was fantastic. I didn’t feel like you were just trying to sell me things like other stores. The girl who helped me was really friendly and knowledgeable and seemed like she genuinely wanted to help. She took time to help me find appropriate gifts for people. She said her name was Polly. Really impressed, will definitely be back.

An item was missing from my online order. Issue resolved promptly via online chat- will be sent a replacement with samples. Quick and painless fix.

Online order placed on 14 November. Free delivery in the UK but as of 11 December only part of order received. Can’t get through on phone or through messaging service. Where is customer service? If you don’t invest in customer service you are lost as a business. Extremely disappointing as will now have to buy duplicate presents elsewhere.

This shop is brilliant! All of the cosmetics are amazing and they smell fantastic! On top of that, the staff are always friendly and very helpful every time I go in. Well done, Lush: you are excellent!

Visited Poole and Bournemouth Lush shops over the past 2 days since lockdown and really enjoyed the experiences - delicious perfumes, excellently displayed and very helpful, informed staff. Really generous and lovely people ! Love Flowers Barrow and Smugglers Soul - feeds my imagination and heart !