Lush Reviews 

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.

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.

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 ❤️