Lush Arvostelua 

Incredibly disappointed with the customer service! I ordered some items in the sales and 4 items were missing across 2 orders. Let Lush know straight away and haven’t had any reply since after multiple emails!! It’s been nearly 6 weeks now. Some items were intended as gifts for birthdays that have since been and gone!

I have been a customer for over two decades. Shop staff are lovely. However, recently I've been annoyed by the slide toward big corporate collabs and false scarcity to create hype for limited edition products. The worst bit, though, is the online aspect of the business.

The rush to create short-term hype products means the quality can be compromised. Then, when a customer raises this, they ignore complaints made online and they refuse to post negative reviews.

I could probably get a return sorted in a shop but I shouldn't have to make a big journey to do this when they have an online storefront. They're becoming like any other big corporate who don't care about their product or their customers. After 20+ years, I can't see myself continuing to shop with Lush.

Lush stores are great, absolutely fantastic service. Online not so much.
I had an order that Evri said was damaged and to contact Lush. I have not had a reply for over 3 weeks after multiple emails and automated responses saying they will get back to me in around 7 working days. Appalling customer service.

Fantastic service I was served by Lou she was absolutely so sweet she told me every detail of the bath bomb and smiling every minute and was so lovely best experience ever in lush

I have loved Lush for years. Shopping in store is a great experience but since I’ve moved away from a lush I have to order online. Two items totalling 41.50 cancelled. I was only refunded 22.50. Initially I was contacted by customer care to tell me that one item was out of stock but I would receive the second item. It's been two weeks and I haven't received the second item or heard anything else and the app says both were cancelled. At this point I have contacted through email multiple times with no response. I just want the rest of the refund now. I don't think I'm being sent the second "in stock" item as the app states that two items were cancelled. Honestly, it’s just disappointing because the item that was out of stock is actually in stock on the app! I actually didn’t even mind that it was out of stock, I was happy to receive the second item but since I’ve heard nothing in two weeks and both items state that they were cancelled yet I only receive half of the money back.

Great service and great products. Really happy.

Ich würde ja gerne etwas bestellen, allerdings ist das unmöglich bei der Geschwindigkeit und dem Aufbau dieses unmöglichen Onlineshops. Die Seite braucht je Klick mindestens 30 Sekunden bis sich irgendwas tut. Wenn man zurückblicken ist man wieder am Anfang der Seite. Die Suchfunktion und das Menü sind grauenhaft und unhilfreich und wenn man zu lange braucht, was unvermeidbar ist bei dieser Seite ist der Warenkorb wieder leer. Nee danke, hier bestelle ich gar nichts.

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.

Ich bin als Kundin absolut enttäuscht und unzufrieden mit der Leistung des Lush Online-Shops sowie des Kundenservices.
Ich habe meine Bestellung am 26. Dezember aufgegeben und musste bis Ende Januar warten, bis die Sendung überhaupt verschickt wurde. Während dieser fast vier Wochen gab es keinerlei transparente Information. Ich musste dem Kundenservice mehrfach hinterherlaufen und aktiv nachfragen, was mit meiner Bestellung passiert ist.
Besonders schockierend war für mich der Umgangston aus dem Kundenservice. Mir wurde sinngemäß von einer Mitarbeiterin aus dem Hauptbüro bzw. der Leitung des Kundenservices vermittelt, dass „lästige Kund:innen“, die nachfragen, die Prozesse nur aufhalten würden und alles schneller laufen würde, wenn man nicht ständig anruft. Eine solche Aussage ist für mich absolut unprofessionell und respektlos.
Als das Paket dann endlich Ende Januar ankam, folgte die nächste Enttäuschung: Ein Großteil der Badekugeln war kaputt. Die Produkte waren lediglich jeweils in Papier eingewickelt, ohne ausreichende Polsterung. Die Badekugeln waren größtenteils zerbröselt – das Paket hätte man so, wie es angekommen ist, im Grunde direkt entsorgen können.
Ich habe den Kundenservice erneut kontaktiert und Fotos als Beweis geschickt. Trotzdem wurden mir nur etwa fünf Badekugeln ersetzt, obwohl auf den Bildern eindeutig zu sehen war, dass deutlich mehr Produkte beschädigt waren. Auf meine mehrmalige Nachfrage, warum nicht alles ersetzt wird, hieß es lediglich, man sehe auf den Fotos nur diese beschädigten Produkte – was schlicht nicht der Realität entsprach.
Wenn man das Gesamtbild betrachtet, kann ich den Lush Online-Shop leider nicht empfehlen.
Wer Spaß daran hat,
wochenlang auf eine Bestellung zu warten,
dem Paket hinterherzulaufen,
vom Kundenservice unfreundlich behandelt zu werden
und am Ende eine teure Bestellung in miserablem Zustand zu erhalten,
kann dort gerne bestellen. Für alle anderen rate ich dringend davon ab.

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 ???