Lush Avaliações 3.650

I was supported by NAV at the Lakeside Lush and had a really lovely experience. She was a great customer service advisor—friendly, helpful, and supportive. She gave me really useful curls and hair advice. I’d definitely recommend popping in. 💇🏽‍♀️✨

Awful smelling vegan products.
Have smelt better vegan products in the past , these products smell extremely chemically and all smell the same. Love the glitter in them but the SMELL 👎🏻
Am surprised they’re still in business

Big thank you to Lucy in the Southampton lush shop. Making my daughter feel pampered while’s explaining all the products and their ingredients. She was amazing. So friendly, knowledgeable and a lovely vibe.
Thank you Lucy.
From Alice and mum ♥️

Customer care is shocking. Ordered 5 items, three missing. Box damaged, one item leaking. Sent photos as proof. 6 days later still no response. Just told high volumes of emails. Stop using evri as your courier. Respond to customers, where is your customer care ???

A million percent avoid ordering or buying anything from here!! I made an online order on 28/12/25 for my first time. I don't live anywhere near a lush shop and haven't bought their products for many years but decided to treat myself. When my order arrived I'd been given the wrong product so I reached out to their chat function straight away and provided photo evidence, order number etc. I was told this would be passed on to UK customer services and since have been consistently ignored! No one replies to the chat and emails get a ridiculous ai response. Well done lush who prides themselves on an ethical ethos, I'm sure using the ai function is just what your customer needs. It's a real kicker to be emailing an address that starts with "we care...", because they clearly don't.
Never ever would I have thought that a company like lush could treat its customers so poorly, ignore us and refuse to engage when they have taken our money. It's left a sour taste and I will never ever be buying from them again

Placed an online order 6 weeks ago and I have never received my order. Hardly surprising as they use Evri. I was, however, disappointed that despite contacting customer service numerous times, I’ve never had a response. Shameful customer care from a company that claims to be ethical

Took a month to reply to a query.Used to be ok ,what is really annoying is they sent me a how did we do questionnaire!!!
Well really poor ,I don't except a month to reply as good customer care at all .If it wasn't for my love of karma which in itself has changed staining the skin in the solid form,I wouldn't be giving them any more money !

I’d give zero stars if I could. I bought a 12 days of Christmas gift box for my wife at a staggering price of £105 which at the time I wasn’t thinking was overly expensive as I know Lush products can be pricey but good god it was ridiculous. Tiny products inside which I would estimate at a value of about £55 which means I paid £50 for a fancy box. So once bitten and it won’t be happening again nor will any further visits to Lush. I did raise a complaint which was fobbed off with the usual “you bought it so unlucky” attitude which I kind of expected really so no shock there. So for anyone reading this you have been warned.

Went into the Southampton store today and it never ceases to amaze me the friendliness of the staff , always chirpy and bubbly always a pleasure to go in there

Absolutely shocking customer service. Two of my products arrived broken, one snapped completely in half. The other in damp packaging that had come apart. I provided plenty of photos.
I received a response 2 weeks after my message asking for more photos, despite my previous photos very clearly showing the damage. It seems like an underhand tactic hoping that I had used or thrown away the damaged items so they wouldn’t have to compensate me. Obviously I hadn’t, but would steer clear of online orders and having to deal with a very poor customer service team.

LUSH heeft hele fijne, leuke en lekkere producten. Een aantal keer hebben we spullen besteld en het werd snel geleverd. Onlangs weer 2 producten besteld als cadeau voor mijn vrouw. Ik kreeg melding van de vervoerder dat het product op een dag werd bezorgd dat we beide naar het werk waren, dus verzet naar een ophaalpunt. De bezorger heeft dit kennelijk niet gezien en kon de pakketjes dus niet bij ons afleveren en ook niet bij de buren. Hij heeft de pakketjes bij de voordeur (!?!?!) neergelegd. Toen ik thuis kwam en de mail zag dat het zou zijn afgeleverd gelijk naar het afhaalpunt gereden, maar daar was niks bezorgd. Vervolgens de buurt door gegaan, maar nergens de pakketjes. Vervolgens gebeld met LUSH klantenservice. Meteen kreeg ik een mail met bewijsstukken dat het was afgeleverd aan mijn vrouw (die aan het werk was!). De dame van de klantenservice zei en mailde alsof ik de boel wou oplichten. Ze zouden een onderzoek instellen, dat duurt 7 werkdagen. Tevens allemaal formulieren ingevuld en bewijsstukken aangeleverd. Vervolgens gebeld met de vervoerder. Die heeft direct contact gehad met de bezorger en hij heeft aangegeven het zonder neerzettoestemming bij de voordeur te hebben neergezet. De bezorger kwam de volgende dag nog aan de deur om zijn excuses aan te bieden. De verzender is echter verantwoordelijk voor afhandeling van de schade. Dus weer contact met LUSH opgenomen via telefoon en mail. Nee ze hadden nog geen terugkoppeling gehad, dus ik moest rustig afwachten. Vandaag kreeg ik een mail dat ik nog 2,5 week moet wachten omdat er nog geen duidelijkheid is. Ik ben dus heel boos geworden en ook gemaild dat ze rechtstreeks contact kunnen leggen met de vervoerder, die allang heeft toegegeven dat het hun fout is. Kortom: klantenservice van LUSH is zeer onvriendelijk en beschuldigt klanten van fraude. Door pro actief te handelen hadden ze dit allemaal kunnen voorkomen en had ik ruim € 100 terug gekregen of de producten alsnog ontvangen. Echt schandalig!

I was helped by:
Sényon, who was absolutely wonderful. She was genuine, kind, intuitive, funny confident and attentive. She led me to two products that I am 100% happy with. One is a citrus orange sort of soap and oil cake that you can cut or break pieces off and melt in the bath. I'm loving the smell, colour, the texture is gives my bath water, the gentle bubbles, and my softening, happy skin. The other was a face moisturiser called Celestial Moisturiser. I have been looking for a new moisturiser for years because the Body Shop runs out of my 'go to' Hemp face moisturiser, sometimes they don't have it for a whole year! My three year long search is over! She gave me a free sample in a little sturdy pot. I love the smell and the texture.I'm using it every day and will be back for more on Sunday 1st of Feb. I hope she is working that day. I want to thank her again in person. To me being a good shop assistant is quite a fine art. It's so wonderful when get people like Sényon. It really makes your day. I think of her with a smile every time I use this fantastic product. Many face moisturisers are ok for a little while and then your skin feels thirsty again. Celestial feels like it's nourishing your face all day and night... As the name suggests. It is heavenly... Thank you Sényon. You're an angel.

I booked my daughters party for her and 2 friends so was small but they all had the best time . We arrived a little early they were free to brows the staff were more than happy to chat away to them tell them about products etc . They lady who hosted their party (Nicole) was very engaging with them made it fun exciting and educational she really couldn't have done any more if she tried full of information made it fun for the girls . Great party beautiful shop and amazing staff . Very good value great experience my daughter really wants to have another party I habe no objections

I never thought I’d be writing a negative review about Lush, but my experience has really changed how I see the brand. A friend and I booked spa treatments to celebrate a special birthday, and we arranged time off work to make it happen. Then, less than sixteen hours before the appointment, I got a call saying one of the treatments was cancelled. No real apology, no concern, just a blunt “when do you want to reschedule”.
It completely threw the day we’d planned, and the lack of care was honestly the most disappointing part. Not even a small gesture to acknowledge the inconvenience.
I contacted their Customer Care team three days ago and still haven’t heard a word back. Judging by other reviews on Trustpilot, this seems to be a pattern, and Lush don’t even bother responding to feedback on TrustPilot, which is very rare. It’s a clear sign of how far their standards have slipped.
I live in Poole, close to their HQ, and I used to feel proud that such a well-loved brand was based here. Now it just feels like they’ve stopped valuing the people who supported them for years. A real shame to see how much they’ve changed.

Ich habe am 20. Januar eine Bestellung in der Lush App aufgegeben, eine knappe Woche lang habe ich darauf gewartet, dass sich da mal was bewegt und verpackt wird. Ich schrieb dann dem Kundenservice eine Mail und eine Laura antwortete mir sehr höflich, dass es aufgrund des Sales aktuell zu Verzögerungen kommen kann (entweder geht der Sale schon ewig lang oder die Verzögerungen ziehen sich schon seit letztem Jahr Ostern, wie man hier den Rezensionen entnehmen kann) und, dass meine Bestellung nun sicherlich bald verpackt und an DHL übergeben wird, da mein Etikett schon gedruckt worden sei. Einen Tag später sollte ich eine Bewertung zum Kundenservice abgeben, dort äußerte ich meine Kritik, dass ich mir mehr Entgegenkommen gewünscht hätte, bezüglich meiner Bestellung, indem man dem Versandlager eine Nachricht zur Dringlichkeit weiter geleitet hätte, denn in meiner Bestellung sind Geschenke enthalten, die eigentlich bis spätestens 30. Januar ankommen sollten... erstaunlicherweise ging einen Tag nach dieser "Beschwerde" heute 28. Januar pünktlich um 7 Uhr meine Bestellung raus - nach geschlagenen 8 Tagen!!! Was mich dabei allerdings sehr irritiert ist die Tatsache, dass die Sendung offenbar nicht aus Deutschland kommt, denn in der Sendungsverfolgung steht, dass das Paket sich auf dem Weg ins Zielland Deutschland befindet. Interessant. Wie kann das sein, wenn euer deutscher Hauptsitz doch in Berlin sein soll? Laut eurer Internetseite... Versand innerhalb Berlins dauert im worst case vielleicht drei Tage! Wie lange darf ich jetzt also noch auf meine Sendung warten? Ich habe mich ja schon fast damit arrangiert, dass ich den Teil, der als Geschenk gedacht war, nicht pünktlich erhalten werde... aber stinksauer bin ich dennoch! Wenn man Rabatte anbietet und dann absolut nicht hinterher kommt mit den Bestellungen, dann kann man sowas nicht anbieten?! Es kann einfach nicht sein, dass Kunden über eine Woche auf eine Bestellung warten müssen bzw darauf, dass sich überhaupt erstmal der Versandstatus ändert. Ich überlege mir für die Zukunft drei Mal, ob ich noch bei euch kaufe!

At Christmas bought some bath bombs for my children as they like them. They used in early January, only to find that one came apart (as expected) but embedded was a very sharp piece of plastic. Large and sharp enough to slice their hand open if they hadn't noticed it.

I told Lush. Their robot AI says this can happen and is part of their ethical production process, but that i would get a reply from a human in a few days. Its been weeks and no further reply.

So if you buy and use bath bombs, be aware that they may well be hiding the equivalent of sharp blades.

Extremely disappointing customer service.

I'd had enough so thought I'd come on Trustpilot and leave a review. Seems I'm not the only one.
Contacted lush about a missing item before Christmas. No response. Contacted them twice again having exactly the same result.
Absolutely shocking customer service. Literally non existent apart from a terrible AI chat bot. Not very ethical using an AI chat bot. 🙄

Customer service is non existent - don’t waste your money, if there’s an issue you will never hear from them !

Went into bath store today to get my daughter some bits for her birthday staff for all extremely lovely and helpful,really great atmosphere

Lord of Misrule perfume was my all-time favourite perfume for many many years, nothing else got anywhere near to it. I bought the perfume which by the was VERY expensive, and once a year they would offer shower wash. Then suddenly about 2 years ago it changed. They say they didn't change the formula and I'm sure they didn't, but what they did do was change many of the ingredients from natural to synthetic, and the synthetic ingredients have a completely different smell. They smell metallic and change the entire perfume. Now it is horrible. Lord of Misrule was a masterpiece, so beautiful you spray it on and after about half an hour it had a beautiful warm aroma like freshly washed skin with tones of what I can only describe as incense with vanilla and pepper with a tiny hint of Patchouli that you could barely detect, the perfect balance. I can't describe it it was so sexy and subtle and warm. Unisex. I smelled it on a girl sitting next to me in a library and I had to ask her what she was wearing because it was just so incredibly beautiful. But then it changed COMPLETELY! They say the formula is exactly the same, I'm sure it is, but the ingredients of the formula, is completely different, there's so many synthetics in there. In the small print in the description on their website they say that they have had to change some of the naturals to synthetics because of the cost! They must have had complaints, I cannot imagine any devotee not noticing. Yet again one of my favorite products has either been completely changed or discontinued. Please give us the original back, any devotee would pay more for you to put back the natural fragrances and get rid of the hideous synthetics!