Lush Anmeldelser 

I love Lush products but ordering online can be a nightmare. I've just had to empty my basket and give up on both the website and the app. Please sort them out :(

Didn't received all items and can't get hold of customer service..... won't be ordering again

Ordered on 26th December, finally got a tracking number and told delivery was for 11th January. Tracked in this day and days delivered… but I didn’t receive it. I have been contacting Lush since then via email and online chat but I have heard nothing. My chats keep getting ended, I asked to raise a complaint and keep being put through to North America.
Simply not good enough!
Have initiated a charge back with my bank as Lush clearly aren’t interested.

We cant do a trip to Belfast without visiting lush. It became harder the thought off it with a autistic child who wants to touch everything (sensory) however each visit we have had a member off staff always gos above and beyond to make not only us adults have the best shopping experience but our kids. Each visit a staff member takes them to the sink treats them like princess and really gos to a different level to make the experience special for them. My 5 year old today went in and on talking to the girl I wish I got her name I really do as she couldn't off been kinder or more patient with her in maken potions. For young staff this is coming from a person with management in retail they are a credit to the company the level off compassion and treatment towards the public is mindblowing. Ive been using lush years and to have somewhere I love to go have an impact on my kids that we all can have a place thay is special to us.

I went to the store on Swansea high street before Christmas and was given a lovely experience by all the staff! I was given a tutorial on how to use a range of products including a butter balm that I ended up purchasing along side the bathbombs I went in for ❤️

I ordered a number of shower gels. They arrived in reasonable time, but one of them was a small size where I had paid for large. It was meant as a gift for my husband. However, the customer service is non existent in any useful form. A lot of back and forth with a bot who kept telling me it was a “busy time” and someone would come back to me, they never did despite promises and when I wrote to them again they failed to even acknowledge me. I feel cheated as I never got a replacement nor a refund. I am tired of these companies taking shortcuts to save a bit of money. They charge a small fortune for their products which I really do like (although they seem to have diluted them over the years) but they are hopeless when things go wrong.

Ordered 5 items from lush , received my order with 4 of the items missing. Messaged customer service 6 days ago, still no response. Just not good enough.

I am sharing my experience with Lush Cosmetics Customer Care and Lush Cosmetics Customer Care Management so other customers can understand how complaints are handled behind the scenes. What I experienced was the opposite of the ethical, transparent, customer‑focused values Lush claims to uphold.

My issue began when the Lush app malfunctioned, resulting in:
1) An incorrect charge of £65.95 being taken and held for several days.
2) Repeated delivery charges caused by app glitches.
3) The inability to use my welcome voucher because the app kept failing.
4) Missing and inaccurate order visibility.
5) Significant financial stress due to the unexpected charge.

I approached Lush politely and constructively, hoping for a fair resolution. Instead, I was met with dismissiveness, blame‑shifting, and a complete lack of accountability.

Below are direct quotes from Lush Cosmetics staff that speak for themselves.

Mel – UK Customer Care Specialist, LUSH UK.
“With any payment or rewards issues, we would always advise reaching out to us first so we can get it sorted for you before you place your order!”
→ Blaming the customer for not contacting them before placing an order, even though the issue was caused by Lush’s own app.

“Please note that as per our Terms and Conditions, we are unable to offer compensation for anything out of our control, such as a technical error.”
→ A technical error in their own system is apparently “out of their control.”

“We encourage customers who do not wish to incur multiple postage charges to checkout with all items under one order.”
→ Ignoring the fact that their app forced multiple orders.

Rosalind – Customer Care UK & IE Team Leader, LUSH UK.
“We would love to offer you a £15 voucher to make up for your experience with us on this occasion, as a good will gesture.”
→ Minimising the financial disruption and stress caused by their system failures.

Daniela – Customer Care Supervisor, LUSH UK.
“On this occasion we do not feel we can offer anything further than the £15 e‑voucher we have previously offered.”
→ A flat refusal to consider the actual impact.

“Repeat delivery charges: These are to be expected when multiple orders are placed during our Freshness Sale.”
→ Blaming the customer again, despite the app forcing multiple orders.

“Charge for failed order: We are confident this was dealt with as swiftly as possible.”
→ Ignoring the fact that I was left financially short for days.

“If you are still unhappy, we would advise you reach out to the ombudsmen.”
→ Dismissing the complaint instead of resolving it.

And most concerning of all:
“Publishing this data in any way would be a breach of confidence and violate UK GDPR law, as well as the Data Protection Act 2018.”
→ A clear attempt to intimidate a customer into silence using GDPR language that does not apply in the way they claim.

This is completely inconsistent with Lush’s public commitment to transparency and ethical practice.

My conclusion.
As a consumer I tried to resolve the issue in a positive way but Lush Cosmetics Customer Care and Lush Cosmetics Customer Care Management didn't want to deal with this issue in a professional manner.

Their responses were dismissive, contradictory to their own values, and at times felt like attempts to shift blame or discourage transparency. After years of being a loyal customer, this experience has completely undermined my trust in Lush’s customer care, their systems, and their commitment to the values they promote publicly.
Other consumers deserve to know how complaints are handled behind the scenes and based on my experience, it is far from the ethical, customer‑focused image Lush presents.

My order took nearly a week to pack and dispatch, which is disappointing - I ordered myself some shampoo on a Sunday evening ready for my next hair wash on Friday. It wasn't packed and dispatched until the Friday - 5 working days! Only a small grumble, and one I would have ignored if I hadn't received the incorrect item and struggled to get Lush to respond...

When my 'shampoo' arrived the following weekend, it wasn't the shampoo I had ordered - it was conditioner! I thought at first it must have been my mistake, so I checked my email confirmation as well as the paperwork in the parcel. It clearly said 'Banana Shampoo' on both - but, I had been sent conditioner.

Although frustrating after waiting nearly a week for my 'shampoo' and having to buy some supermarket shampoo as a result in the meantime, I appreciate that mistakes happen. I contacted Lush via their SMS number, and to start with, they were very responsive.

I provided my email address as they requested, and they said they would email me straight away to resolve this. 48-hours later, I still hadn't heard anything (I checked my spam), so I contacted them again - but this time, I have had no response.

I have also tried their live chat on their website, which supposedly gets in touch with you via email if no one answers and you leave your email and query/issue (which I did).

I have a speech impairment, so I'm unable to contact Lush via phone. Absolutely rubbish customer service!

While the products are lovely, the lack of customer service has been shocking. £40 of products missing from my order so I emailed 31/12. Nothing. Another query sent via live chat a week ago. Nothing. Will not order again

Am 2.1 bestellt, am 13.1 ein Mail erhalten, dass sich die Auslieferung verzögert, heute ist der 15.1 und das Paket wurde noch nicht mal versendet!!!!
Wenn ich was in China bestell, ist es schneller da. Geht für mich gar nicht, so toll sind die Produkte nun auch wieder nicht.
Hätte eigentlich für ein Geschenk sein sollen dieses WE - nachdem die Bestellung aber (obwohl vor 2 Wochen bestellt und angeblich alles online lagernd u verfügbar war) nicht rechtzeitig ankommen wird, unnötig bestellt. Ich bestelle viel online, aber bei Lush war dies das einzige u auch letzte Mal! Noch NIE erlebt.

So disappointed with Lush. I bought two e-vouchers worth £160 for a friends 40th and they never arrived in her inbox despite me being emailed by lush to confirm that they were sent. I emailed lush immediately to find out if there was a mailing issue and I received no reply. I then wrote them another email and again no response. After a third email was sent I decided to chase them via SMS, I am still waiting for a response. That was a month ago!! The customer service is TERRIBLE! Fraudulent and criminal.

Habe am 27. Dezember bestellt, heute ist der 13. Januar, und es ist nichts passiert, trotz vieler Nachfragen beim Kundenservice. Klar, es war Sale und es gab Feiertage, aber so schwer ist es nun auch nicht, ein Paket mit ein paar Produkten zu packen. Ich bin sehr enttäuscht, auch wenn derKundenservice echt nett ist.

EDIT: Ich habe jetzt alles erhalten, die Sachen sind super und auch gut verpackt. Der Kundenservice war sehr nett. Wenn ich im Vorhinein darauf hingewiesen worden wäre, dass ich 3 Wochen auf das Paket warten muss, würde ich 5 Sterne geben. Das sollte angepasst werden, damit man sich darauf einstellen kann.

Lush are only ok if everything goes smoothly, but if you have to deal with their customer service than you are immediately at a loss. My order appears to have been damaged in transit so it was never delivered. I have been trying to get a resolution from them for weeks to no avail. Absolutely appalling treatment of customers.

Would love to give a shout out to Sablha for her amazing customer service in the Wimbledon branch of Lush giving me her full attention and advise on skincare. Thankyou very much.

Amazing quality, ordering online is a bit dodgy so buy in a shop if you can, took them nearly a week to dispatch my order, I’m guessing it was because of the Christmas period, but it looks like I’m not the only one, other than that tho absolutely amazing stuff to buy and their bathbombs will ALWAYS be top tier

Thank you for my quick delivery, happy with everything in my order!

Lush Customer Service is fantastic - when you can get a hold of them. I’ve found if you text their customer service line you get a much quicker response, and get your problem solved within the hour. Gail was fantastic and so so lovely, and restored my faith in Lush (despite Evri’s attempts to make my life a misery).

I placed an order online 5 days ago, and it has not been despatched yet. I have paid £4 for delivery so expect better service than this. I have emailed to ask for an update, and I have received a response from an AI bot with a very vague answer. (Probably the same answer everyone receives when they email) I feel very let down as I have always loved Lush products, but this has put me off even going in the store and giving them my money.

El envío fatal, mi pastilla de coco y chocolate venia suelta en la caja, sin protección junto con la lata, de igual forma......ni hablemos del servicio de dhl,lo dejaron fuera en el portal sin avisar ni llamar al timbre.....