Customer Experience

I made a huge lush order during the Christmas sale. Once my order was arrived a few of the items were missing. I called up lush customer service spoke a lovely, polite and helpful lush employee named Johnny. Johnny was very professional, was able to sort out all my queries and offered to throw in a extra complimentary product. Which I am very grateful for and excited to try. I have never had a bad experience at lush its 5 star all round customer service both instore and over the telephone. Always happy shopping at lush and will continue to do so.

Snap! what a coincidence! Plus the phone number 01202 090051 printed on the delivery note goes dead as soon as you dial! In desperation I tried a 3rd number which happened to be the press office and I spoke to a female who assured me that she would pass my name and number onto customer services - still waiting for a phone call or any contact 48 hours later. I bought 2 Snow Fairy Wonderball 3 Bath gift bomb at £8.50 each and one was smashed! I also bought 17 Winter Garden Bath Bombs which I requested on 'delivery requests' for them to be individually bagged as I wanted to give them to colleagues as I was leaving my job - they weren't and I spent a not so jolly afternoon wrapping each one badly! No doubt someone will say all 21 bathbombs were not wrapped to save the planet but the box they came in contained enough polystyrene to fill my very tall kitchen bin one and a half times! So I add my comment to this one as speaking to Lush employees (press office) or emailing at [email protected] hasn't made a difference! This order cost £88 and I am so disappointed with Lush! I am starting to wonder if Lush really does care!

Really upset that I've not heard back from Lush "wecare" re: a missing item in my Lush Kitchen box - I pay a premium for the box and it's unusual to not hear back after 2 emails and a phone call (where unfortunately I was left on hold for 30mins). Pls can someone contact me? Thanks.

Hi, I like to say a big thank you to Adara for sorting out my delivery issue. Adara dealt with it quickly and professionally. Kind regards BW

I ordered oh Christmas tree and fairy gift set over a week ago never received it yodel say they haven’t got it have emailed and messaged you an ring but have had no reply getting a bit fed up now normally never have a problem with lush but this is ridiculous

I placed an order for Dream Cream but four days later I received a bottle of American dream(hair conditioner). I’ve have tried repeatedly to get in contact with Lush, do not answer phone or reply to email. Order no Uk-lw-20190850

Dear Lush, I have had the most wonderful experience earlier today thanks to Ray (I hope that’s how her name was spelt) the experience was within the Oxford Circus branch. I explained I was after either a combination of products or a product that helped with my challenge. I was given a series of products that helped and also found the experience of being told what each products purpose was that I was able to be conscious of what to purchase if necessary and also what worked best for me! I would definitely recommend visiting the branch if you’ve any queries and a massive thanks to the team. Regards LK