“I’ve been buying lush shampoo bars. Lovely product branded an eco friendly because there is no wasteful packaging. I wanted to share my new found replacement for plastic shampoo bottles so I bought a few bars and tins for Xmas presents. I had to order online due to COVID restrictions. I have NEVER come across more wasteful packaging!!! 2 bars and tins came in a box about the size of a shoe box. The box was filled to the brim with polystyrene packing peanuts!!!!! I’ve created more non recyclable waste by buying these products!!!!! Awful. Makes me feel sick! If I had known about the wasteful packaging I never would have bought!”
“I ordered one single product a month ago. I still have not received an email stating it has been shipped. They DID CHARGE MY CC RIGHT AEAY HOWEVER!
I am currently on hold with their “customer service” for 40 minutes now.
SKIP THIS COMPANY!!!!”
“Absolutely blown away by the POOR customer service. I have been purchasing lush products at for three years now. I customized a special order for my twin sister ($220 bath bomb gift set assortment ). I ordered these bath bombs on December 10th and messaged lush 3 times prior to Christmas to see if my package was going to arrive on time. Not once did they respond until January 3, 2021!! I finally got ahold of someone via email and they said they would refund me- no credit or discount was offered on the products I purchased. Unbelievable. Will not be ordering from lush again.”
“I am so disappointed with lush customer service!! I genuinely use to like the brand but just because of the pathetic customer service I am never ever going to shop from here nor i am going to suggest it to anyone. I ordered a product twice and both the time it said order couldn’t be placed due to different billing and shipping address BUT the money still got deducted from my card! I have been trying to contact lush and I am getting no response. My bank is trying to contact them too yet nothing.”
“Similar to some of the other reviews, I placed an order by the Christmas deadline 12/14/20 and paid for the $10 two day shipping. After 5 days went (three days after it was supposed to arrive) I got a tracking number and from there the order was never dropped off and never seen by USPS. 3 days before Christmas I called and waited an hour on the phone to get a refund so I could get my daughter a replacement Christmas gift. It was over $200 I needed to move back to buy replacements. They insisted it would arrive as refused to do a refund. It is 12/28 no gift arrived I was totally empty handed for my daughter on Christmas after following Lushs ordering instructions and paying 2 day shipping and their customer service reps (if you can reach them) do nothing. I didn’t believed anything could stress me out more in 2020 but my Christmas experience makes me sick to my stomach. 12/28, no gift. no refund, and anxiety. NEVER buying from them again.”
“I placed a order on November 27 for over $ 300.00 for Christmas gifts since my province is on lock down and all stores are closed except for essential items . I knew it would be enough time to get here before Christmas . It Was supposedly shipped on December 1st . I have been looking online for 2 weeks with no movement through FedEx I contacted lush twice in the past 2 weeks . I was assured by lush each time that it was on its way . I Phoned lush on December 22 at first the guy was assuring me it would be here for Christmas .
I told him to go look at the Fed ex website and it shows that FedEx is waiting for the package from lush ..... turns out lush never took the package to FedEx and just made up the paper work so now here I am three days before Christmas with no gifts for my friends and family due to lush not knowing what they were doing . They refunded me my money . Lush offered me a $ 10.00 credit online lol I told them to keep their lousy $ 10.00 !”
“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.”
“Lush products are absolutely extremely high in cost!!! I bought the Lush "Kalamazoo" beard and facial wash and the Lush "Gorgeous" facial moisturizer and absolutely hated both!!! The cost of both were over $150 USD. I would definitely advise anyone to save their money and invest in almost any other product...ROC, Oil of Olay, Clinique, Gold Snail, Nature's Kin, and even Mary Kay is so much better than Lush products!!!!!!!!!!!!!!!!!!!!!!!!!! I definitely would like to return the products and get my earned money back!!!!!!!!!!!!”
“Great customer service! I ordered several things online during the COVID-19 shut down and one product had melted in the box when it arrived. I reached out via facebook messenger and they replied very quickly, were incredibly polite, and rushed me a new product.”
“i received my order yesterday and 2 out of 4 items are missing, which show were shipped in the box. which i get probably wasn't their fault except FedEx. BUT i relieved the Skin's Shangri La Moisturizer and half of it is missing? i have been trying to get in contact with them and nothing. no response. i wouldn't make a bit of a fuss except it was over $100. To think they would actually have good customer care support since they are a well known company. NOTE: I have emailed them twice with pictures and I have been trying to get a call through to them.”
“The customer service is awful. They're so slow to reply and really unhelpful. The products are overpriced for what they are. Lush is all talk about morals and ethics but doesn't live up to it.”
“While I love these products, the customer service is the absolute worst! I received an order 3 days ago that was missing half the order even though it was clearly marked in the order sheet. Since then I have spend multiple hours each day trying to get in contact with the customer service to fix the issue. However I have not been able to get through. I have tried their online chat, twice. Both instances I was in the queue for more than an hour and then kicked out and placed back at the end. I have called, waited an hour before I chose their call back option. Never got a call back. I am now back on the phone waiting, again. I have never had such a terrible experience.”
“I absolutely adore lush, as an eczema and psoriasis sufferer as well as asthma it’s vital that I know what’s in the products I’m using.
The whole company is just my favourite.”
