Lush Reviews 

I ordered some thing at Christmas and they weren’t good quality. Neither of them smelt right and they weren’t the right scent as in store. I emailed the Lush customer care team in early January and they said they would get back within 7 days. It’s now nearly mid February and even though I sent them a second email they just haven’t bothered to respond at all. Really poor customer service, and poor quality products. Wouldn’t recommend at all.

Today, I popped into the Lush Store in Manchester Arndale and it was great. Haruka was super knowledgeable and able to help me identify a low fuss option that would work for me. Friendly and knowledgeable help when choosing, what more could you want!

Least user friendly website I've ever encountered and it has not improved in the circa 5 years I've had the misfortune to use it at the behest of loved ones.

The website has been terrible for years, absolutely maddening that the basket doesn't maintain its contents between tabs and pages.

Seriously disappointed in my most recent experience with Lush. I ordered Christmas gifts that never turned up and have been stuck at the Evri warehouse since mid-December. Now, that part isn't Lush's fault, but Evri keep pushing me back to the retailer to resolve it, and having sent 6 emails over the last 6 weeks I have had absolutely no response from Lush. I've ended up going through my bank to get my money back via a chargeback instead.

As someone who has been a huge fan of Lush for over 15 years, it's severely disappointing to receive such terrible customer service. I appreciate that it's likely a busy time of year (particularly for delivery issues), however their auto-responder states that they will respond within 3 days. If I had received any sort of contact with updated timeframes, I'd understand, but radio silence for 6 weeks is not good enough.

Kit was helpful,friendly and charming at the Romford branch. She has a charismatic personality.

We went into lush this morning Saturday 7th feb 2026 at your Colchester store around 9.15am, and the young lad was so lovely towards my autistic daughter. He was showing her the black rose bath bomb. He was so kind and patient. I didnt get his name but im sure he was the only lad on shift at the time. I hope he gets some sort of recognition for his kind customer service.

Product is great, packaging is sodden due to failing to use a decent courier company. Notification of delivery way after the actual delivery as they'd thrown it over the fence and didn't even attempt to go to the door or ring the door bell. Considering the weather, the parcel is in bad shape due to the wet and being mistreated on the way here. Lush, stop using Evri, it's just not worth the last mile of disappointment.

Came in today with my daughter and the lovely Alec helped us choose some hair products he was amazing funny and friendly and such a good laugh . We are having a difficult time and was the perfect pick me up. Thank you Alec

I was supported by NAV at the Lakeside Lush and had a really lovely experience. She was a great customer service advisor—friendly, helpful, and supportive. She gave me really useful curls and hair advice. I’d definitely recommend popping in. 💇🏽‍♀️✨

Awful smelling vegan products.
Have smelt better vegan products in the past , these products smell extremely chemically and all smell the same. Love the glitter in them but the SMELL 👎🏻
Am surprised they’re still in business

Big thank you to Lucy in the Southampton lush shop. Making my daughter feel pampered while’s explaining all the products and their ingredients. She was amazing. So friendly, knowledgeable and a lovely vibe.
Thank you Lucy.
From Alice and mum ♥️

Customer care is shocking. Ordered 5 items, three missing. Box damaged, one item leaking. Sent photos as proof. 6 days later still no response. Just told high volumes of emails. Stop using evri as your courier. Respond to customers, where is your customer care ???

A million percent avoid ordering or buying anything from here!! I made an online order on 28/12/25 for my first time. I don't live anywhere near a lush shop and haven't bought their products for many years but decided to treat myself. When my order arrived I'd been given the wrong product so I reached out to their chat function straight away and provided photo evidence, order number etc. I was told this would be passed on to UK customer services and since have been consistently ignored! No one replies to the chat and emails get a ridiculous ai response. Well done lush who prides themselves on an ethical ethos, I'm sure using the ai function is just what your customer needs. It's a real kicker to be emailing an address that starts with "we care...", because they clearly don't.
Never ever would I have thought that a company like lush could treat its customers so poorly, ignore us and refuse to engage when they have taken our money. It's left a sour taste and I will never ever be buying from them again

Placed an online order 6 weeks ago and I have never received my order. Hardly surprising as they use Evri. I was, however, disappointed that despite contacting customer service numerous times, I’ve never had a response. Shameful customer care from a company that claims to be ethical

Took a month to reply to a query.Used to be ok ,what is really annoying is they sent me a how did we do questionnaire!!!
Well really poor ,I don't except a month to reply as good customer care at all .If it wasn't for my love of karma which in itself has changed staining the skin in the solid form,I wouldn't be giving them any more money !

I’d give zero stars if I could. I bought a 12 days of Christmas gift box for my wife at a staggering price of £105 which at the time I wasn’t thinking was overly expensive as I know Lush products can be pricey but good god it was ridiculous. Tiny products inside which I would estimate at a value of about £55 which means I paid £50 for a fancy box. So once bitten and it won’t be happening again nor will any further visits to Lush. I did raise a complaint which was fobbed off with the usual “you bought it so unlucky” attitude which I kind of expected really so no shock there. So for anyone reading this you have been warned.

Went into the Southampton store today and it never ceases to amaze me the friendliness of the staff , always chirpy and bubbly always a pleasure to go in there

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.

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