LUSH Cosmetics Reviews

Name: LUSH Cosmetics
Rating: 2.49

2.5 Rating 358 Reviews

36 %

of reviewers recommend LUSH Cosmetics

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Metrics

2.5

Based on 358 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 57%
Accurate And Undamaged Orders	Greater than 52%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	2.6 out of 5

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LUSH Cosmetics 1 star review on 17th May 2025

Erica Gray Tilly And Jasmine

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If I could give them zero stars, I would. After completely erasing my cart, they couldn't deliver! They are subcontracting to DoorDash, who didn't even bother to attempt to deliver, then then cancelled my order. They tried to blame it on where I live - even though we've had many parcels delivered by many companies over the years without issue. Their solution? I can place the order again, and choose a slower and costlier option at checkout OR I can drive 30 minutes to the nearest store to purchase in person. How can a global company not get something as basic as shipping/delivery using a reputable organization right? What an absolute farce in 2026. Go elsewhere and shop local.”

Helpful Report

Posted 1 week ago

“Lush Cosmetics – Extremely Poor Service, System Failures & No Accountability Lush Cosmetics has shown extremely poor service throughout this ongoing issue, and it now requires urgent attention from higher management. Their app charged me for a failed order, hid parts of my order history, and forced multiple delivery fees due to repeated glitches. Weeks later, the issue is still not resolved. Customer Care responses were slow, inconsistent, and focused on quoting policy instead of fixing the problem. I had to chase repeatedly just to get basic updates, and at no point did anyone take real ownership. The trust I had in Lush Cosmetics has now gone. What makes this even more concerning is that I escalated the matter directly to the CEO, Mark Constantine, expecting a senior customer‑service agent to respond. Instead, the email was simply handed back to the standard customer‑care team, with no senior involvement at all. This was highly disappointing and reinforces the lack of accountability within the company. Lush’s flat organisational structure clearly leaves customers with no meaningful escalation route, no oversight, and no proper service‑recovery process. When things go wrong, there is nowhere for issues to be addressed at a higher level and that is a serious red flag for a brand that claims to prioritise ethics, transparency, and customer care. This isn’t just a poor experience; it highlights deeper operational and structural problems that Lush’s senior leadership cannot afford to ignore. Customers deserve far better than this.”

Helpful Report

Posted 1 month ago

“I was trying to access the lush website which I waited 30 minutes just to enter, had €450 worth of products in my basket to checkout & the website crashed at checkout & I was told to wait another 30 minutes, so instead of waiting the frustration of it all caused me to relapse on sleeping tablets & I now have been diagnosed with Lptss (Lush-Post-Traumatic-Shopping-Syndrome) if I could put 0 stars I would, Lush is not cruelty free because it was cruel to me.”

Helpful Report

Posted 1 month ago

“Terrible time with a bath bomb. It turned us green”

LUSH Cosmetics 1 star review on 22nd December 2025

Helpful Report

Posted 2 months ago

“This experience doesn't even deserve 1 star! Evri have lost my parcel - it happens, especially at this time of year - it should be fixed easily by Lush. I have been waiting since 9th December for a reply to an email re an order placed 3rd Dec. Chat isn't chat so no one live to talk to - its a messaging service and they "will get back to you" (but haven't). The phone number works but you don't get to speak to someone no matter how long you wait. I would like a refund for my order Lush so please contact me.”

Helpful Report

Posted 2 months ago

“I received a LUSH bath bomb advent calendar as a gift. This thing is huge. It came in terrible condition. The box itself if flimsy cardboard. All the bath bombs and bubble bars are not wrapped and they bounce around each box they come in, chipping and breaking. Several of the doors were broken open with the product falling out when the calendar is opened. It was a mess. I contacted LUSH customer service and their solution is for me to mail the calendar back at my expense, from the US to Canada! This thing weighs over 25 lbs and their solution is for me to spend a fortune in international shipping to mail it back to them. This was 8 emails after I sent many pictures and proof of the problem. Nope, LUSH is on my naughty list from now on. And I won't be recommending it to anyone. Buyer beware!”

Helpful Report

Posted 3 months ago

“Spent $465 on my online order (only 5 items), and they can't even send a tiny free sample. Insanely overpriced products, and the reason I ordered online was because their in-store service is beyond arrogant.”

Helpful Report

Posted 5 months ago

“Horrible customer service. Website does not allow contact with customer service. Still waiting for my $50 body wash. Live and learn, NEVER again!”

Helpful Report

Posted 5 months ago

“Immediately after use I got a bad rash, is there something in this you aren't telling???”

Helpful Report

Posted 5 months ago

“I realize now that Lush products smell like 1939 antisemitism.”

Helpful Report

Posted 5 months ago

“Disappointed, their products literally made my skin turn red and the product was barely even full when I got it! Do not recommend”

Helpful Report

Posted 7 months ago

“Awful company, low quality products, smug staff”

Helpful Report

Posted 8 months ago

“Extremely Disappointing Experience — Misleading and Underweight Product I have been a loyal customer of Lush for 17 years, but after my recent visit to the Henry Street, Dublin store, I’m thoroughly disappointed and appalled by the way I was treated. I purchased a 100g bar of soap for €11.16, only to discover when I got home that the soap weighed only 87g — a 13% shortfall. Not only was the product underweight, but it also didn’t have the required weight label that’s typically affixed to products sold by weight. This is a clear violation of EU trading standards, and when I reached out to customer service, I was met with nothing but dismissive and unhelpful responses. After explaining the issue, the representative brushed it off, claiming consumer scales can’t be relied upon, and then proceeded to stop responding altogether. This is outrageous — it’s not just a minor error; it’s a breach of consumer rights. Lush is clearly no longer taking accountability for its products, and as a longtime customer, it’s extremely disappointing to see how much the brand has changed for the worse. I’ve reported this to the CCPC, and I will be taking further action. I will not let this slip. Be cautious when shopping here — if you value fairness and honesty, this store no longer upholds those principles.”

Helpful Report

Posted 9 months ago

“Horrible On line customer service. I really feel they don’t have the customers best interest”

Helpful Report

Posted 11 months ago

“This was my daughters legs after getting in the bath with a bathbomb! It immediately started itching and she has been like this for 3 days! Even on Benadryl… now I have spent $300 on urgent care visits and will NEVER use lush products again! Not that natural after all.”

Helpful Report

Posted 11 months ago

“Ordered 6 items and only received 4. Very annoying especially after waiting a while for them to arrive. Don't waste your time and money on things they'll never give you.”

Helpful Report

Posted 1 year ago

“I spent nearly $300 on over 20 bath bombs that I was going to gift to patients, friends and family. Over 95% of the shipment arrived damaged. They’re refusing to pay in full for the return and make things right by offering a full refund.”

Helpful Report

Posted 1 year ago

“Purchases products before 1pm for same day delivery and paid for that to be done. Next day still nothing. I contacted today and they tell me tonight 7:20pm it will be delivered. I let them know that will be too late. I ordered before 1pm to get same day service. Yesterday they confirmed it would arrive then and it did not now they tell me today. They are trying to say I am lying an purchased at 2:30 2 days ago but I have email confirmation and website said it was before 1pm. In any case it did not arrive next day either. They really have crappy attitude for service.”

Helpful Report

Posted 1 year ago

“I bought let the good times roll a few months back and the scent payoff was amazing it lasted- received so many compliments and I never went nose blind. This was before it blew up on tik tok Repurchased a few weeks ago and I think the formula has changed the scent is no longer as lasting as it was and I no longer smell it on myself. I love it still but I just think it has weakened or changed somehow which has made me very sad. To the point that I may not repurchase, please fix it! I’m such a big fan and it just sucks that it’s not as how it was”

Helpful Report

Posted 1 year ago

“There were items missing from my last online orders. 3 weeks after raising this with customer service, still no response. Never buying from them again.”

Helpful Report

Posted 1 year ago

LUSH Cosmetics is rated 2.5 based on 358 reviews