Lush Cosmetics 

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

Kil, koud, onbeschoft, klantonvriendelijk en helemaal niet welkom! Bah wat een naar beleid hebben jullie zeg! Ik wil meegeven hier; denk goed na hier voordat je koopt, of dat nou in de winkel is of online. Online word je geregistreerd alles staat er in. Dit gebruiken ze tegen je. Het oh zo fijne terug beleid is niet van toepassing. Lush neemt het je zeer kwalijk als je wat terug stuurt! Zo erg, dat als je het alsnog overnieuw koopt omdat er door omstandigheden wat terug gestuurd moet worden, je niet meer bij hun mag kopen. Je word als een soort trash behandeld, zelfs als je zelf uit eigen fatsoen hun benaderd voor nette uitleg. Succes met jullie beleid. Ik wil graag de mensen hier waarschuwen. Koop gewoon elders op niet dieren geteste producten. Als je één bruisbal ruikt dan heb je alles wel geroken. Ijskoud is lush.

((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.

Topproducten en vriendelijk geholpen door de klantenservice.

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.

Even wat positiviteit voor de winkel waarvan hun producten al 5 jaar een prominente plek hebben in mijn badkamer. In 2016 begon ik voor het eerst met het kopen van de Lush producten. De winkels en de medewerkers (vooral op Amsterdam Centraal, veel liefde voor het personeel daar) zijn altijd fijn om te bezoeken en het personeel staat altijd voor je klaar. Je kan merken dat de Lush medewerkers veel passie hebben voor de producten die ze verkopen. Als vaste klant wordt je altijd uitgebreid begroet en herkend. Ook online shoppen bij Lush is een fijne ervaring, ze helpen je snel en kijken echt naar welke producten bij jou passen. Al met al kan ik al 5 jaar niet meer zonder !!.

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.

Heerlijke producten
Altijd een verwennerij
Klantenservice prima ervaring ontbreken van een product bij bestelling meer dan netjes opgelost en super snelle reactie

Ik ben en blijf fan😃

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.