Lush Reviews 

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.

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

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.

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