Lush Anmeldelser 

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!

Huge disappointment
I’ve always been a fan of lush and worked for them many years ago when I was at uni. Always took pride in their values, ethos, quality and customer service.

Something has seriously changed. Waited weeks for my order to be dispatched, on delivery higher value perfumes missing and replaced sale items as significant lower value. Contacted customer services numerous times and still yet to get a response or acknowledgement weeks later.

Always loved this company but this company no longer values its customers so won’t be shopping with them any more

Part of my order was replaced with a bath bomb called TNT I wasn't happy about it as it dyed my hand red when input it in the bath and therefore I wasn't able to use it as I didn't want to turn red. I raised a question/query on Jan 10th twice and they never responded, I guess trading standards next?

3 because of their Greek partners… UK deserves 0 stars.

I have emailed 3 times since 26th December and I STILL have no reply from lush UK.

Really poor service, and just been ignored except from a second automatically sent email saying ‘sorry it’s taking us longer than normal to reply’, but come on, it’s been almost a MONTH!!! What I wanted to buy isn’t even in stock anymore

One week on since my last review and still no communication from Lush regarding my missing item. I just want the item I paid for or a refund. Absolute shambles.

TERRIBLE CUSTOMER SERVICE! Contacted Lush after my bath bomb order arrived damaged - seemed as though they'd been thrown in the box as they arrived all crumbled and broken (and no individual packaging just lots of polystyrene pieces). Contacted them for replacement or refund and met with endless bots or chats no one responds to. It's not even clear how to make a formal complaint! After shopping with Lush for years, this has been final straw and will take custom elsewhere.

I had an amazing experience today 21/01/26 at the Lush Shop in Stratford Westfield, all thanks to Lily or Licy . She was extremely helpful, patient, and truly took the time to understand my needs. Lily/ Licy walked me through different hair products, explained everything clearly, and gave me incredibly useful information so I could make the right choice with confidence.

What really stood out was how thoughtful she was in offering samples, allowing me to try products first and see what I genuinely liked before committing. That level of care and attention is rare and very much appreciated.

Her customer service was outstanding—friendly, knowledgeable, and genuinely supportive throughout the entire experience. Because of Lily/Licy, I will definitely be returning to this store again. She is an absolute asset to the team, and I can’t recommend her highly enough. Thank you, Lily/Licy, for such a wonderful customer service experience!

I am really disappointed in Lush.
I placed an order on 26th December and allowed time because of the busy time of the year.
It took me six times of getting in contact before someone replied back.
The chat bot service was useless!
Apparently DPD lost my parcel even though it stated on their tracking that they had not received it.
I have only just got my money back today.
For anyone else having difficulties contact Lush’s text service on +44 20 3322 9415.
Lush has now lost a loyal customer.

I went into the Broughton store and got served by the most helpful and knowledgable staff member Freya. She upsold me so many products which me and my girls are loving now. Without her help we would have never known about these products. She’s a real asset to your business. Thank you so much.

Visited the lush shop in Bath today.
Greeted by friendly staff, and were shown so many wonderful products to choose from.
Staff were highly informed, and knowledgeable, about each product we asked about.
That was so very refreshing, and to have such high quality customer care too - 10/10.
I do believe I’ve just found my new happy place.
I tried the shampoo and conditioner tonight, and my hair smells lush, and feels silky smooth.
Will definitely be back for more fantastic purchases, and truly appreciated the free sample - it was amazing, so I’ll definitely be needing a bigger pot on my next visit.
My face feels silky smooth.
Highly recommend - such a refreshing experience and it really ended our shopping day out, on such a positive note. Thank you.