Lush Reviews 

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

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.

Lush have some lovely products and staff but I disagree with how they treat loyal and returning customers.

I have purchased all my hair/body washing items and deodorant from lush for over 10 years. I live somewhere that doesn't have a lush store nearby and the stores don't stock the largest option for conditioner (where you make a saving for going larger). Hence, I need to buy online if i wish to continue using their products. They are now charging for delivery! This is shocking as I have routinely spent £100 twice a year at lush for over a decade (with their products getting steadily more expensive i might add) and now I need to pay £4 postage on top of this expenditure - this is just ripping me off now. On the 14th January i looked at their website and found that delivery is now free if you make an order over £50 - so i have no idea why i was charged

Further, the aromaco deodorant has changed and its now no good.

They seem to also have this thing now where you can collect points but to see this you need to download an app... As customers we should chose the way to connect with our providers and for me, I just don't want or need another app on my phone. I thought lush were meant to be ethical and yet they are inadvertently encouraging more use/dependance on mobile phones to give us benefits - likely to be able to provide further marketing to us. We should get these benefits as loyal customers without having to consume further media. Disgusting.

To add to my complaint, it took 5 days before my order was sent and I am still waiting for a response from them regarding my issue. My order also arrived and it was incorrect so I'm still waiting for them to reply and fix the error.

If lush want to keep me as a customer, I don't expect to pay a postage fee on expensive orders and want to be able to access loyalty benefits without downloading an app. Overall a very disappointing experience and one that's making me strongly consider moving away from buying their products.

The absolute most ignorant company that I’ve ever had the misfortune to encounter . I made a sizeable order 2 weeks ago . Tracking wasn’t showing as available until today but still not posted and tracking info with yodel is flagging up as invalid . No point ringing them as you can’t get through in the phone . No point emailing as you won’t get a reply apart from a copied and pasted one from Al the BOT saying they are looking into it. Are they hell as like as no human replies to you . Its a pity they wasn’t as slow in taking our money . I’ve spent over £400 at Lush in the past few months and i can guarantee that i wont be spending a penny more with them . Their customer service is diabolical they definitely don’t value loyal customers

No customer service. I ordered online and when my order was received it was damaged and the box open , I was kissing 2 items. I contacted them straight away with photos of the damaged box, sincevthe I have followed up twice on their chat and via email but have had no reply!! Dibt use them online as they do not have anyone to help.

Absolute shocking service from the leeds store. (Megan). I had a massage booked for christmas only to be told i couldnt have after been 4 minutes late traveled 40 mile to get there. What a shocking company and customer service even worse

Prices seem to have gone absolutely through the roof and made them far out of the reach of many of your usual customers. I do believe opening on Boxing day in the UK goes against the good intentions the company portrays in the wider world when many retailers have began keeping their outlets closed to allow hard working retail staff some much needed rest after the Christmas rush. This is the first time I've had a negative experience with a lush product but I was gifted the scooby doo bath bomb, as lovely as it smelled, it was not as nice an experience bathing in what looked like dirty pond water, maybe a little more product planning next time.

I used to love their bath bombs. My husband bought me a big box as part of my birthday present a few years ago and they were wonderful, all 12 of them fizzy, pretty and with little design touches. Then they started to go downhill. Next box had at least 3 boring plain ones and some things that didn’t fizz and were slimy. Then most of the pretty design features went, This Christmas I had a smaller box and tried the first one yesterday, it was very small, white and had hardly any scent, though it did fizz. I’m so disappointed as they used to be my special treat. I won’t bother again.

The manager liz is not fair to her staff members, I witnessed her condescending her staff, this is NOT acceptable especially in front of customers.i have witnessed this a few times, Would never let my daughter/son work here!!!

Lacey from the Manchester Arndale Lush is amazing! Very knowledgeable about all the products and spent time explaining everything to us! Lacey deserves a raise!