So i made an order and received a confirmation number on Day 1, cool. The LUSH system told me that shipping might be delayed due to COVID, no biggie. I fell and injured my leg and knee on Day 3. Day 4, I contacted LUSH customer service to issue a refund. Employee reached out to ask for my order number so they can cancel it as soon as possible for me. I emailed her with the requested information. I was never contacted again and that exact night, I was charged for the order. That meant they’re gonna ship the order soon. Day 5, I sent another cancellation request and provided the order number in the same email. The customer service responded with “Sorry, we can’t cancel the order because it’s getting shipped out to you right now. Here’s the tracking number.” Day 6, I am angry. I send LUSH an angry email, expressing that I am extremely upset and am asking to process a return immediately. I do not want this order in my home. I want to process the return before it got here so i can just send it right back. I receive an email from customer service telling me he’s sorry but my email about cancellation came in after working hours (I responded at 5pm) so he can’t do anything anyway, and he can only start a return process after the order gets to me. Day 7, the order comes by but fails to be delivered because “no one was home at the delivery time”, despite me waiting around at home all day for this order. I didn’t hear a knock and the doorbell wasn’t rung. I’m not going to sit at the window and watch for a truck to come by. Day 8, I get my order. I go to a store personally to return it. When I got home, I received a system email from LUSH that says my order “is on its way!” with the tracking number I was given on Day 5. So it seems that the first customer service employee received my response and decided to charge me to ship my order overnight, and instead of saying anything, went completely silent and never responded back to me. tldr; if you want your order to come by ASAP, ask for a cancellation and they’ll charge you and send you the order overnight apparently.
3 years ago
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LUSH Cosmetics has a 2.3 average rating from 268 reviews

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Alice, Customer Support

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