Review Time
NOT NATURAL--USES TOXIC INGREDIENT. They use synthetic fragrance, one of the most toxic ingredients one can use!!! Please please please take out synthetic fragrance! I used to love Lush until I learned how it's totally legal for companies to put carcinogenic, organ toxicity and other horrible ingredients into products, and synthetic fragrance is among those awful toxins. Maybe they won't smell as strong but they'll still smell good, I've found tons of essential oil scented products that smell great since then.This is especially heartbreaking given Lush's great company practices. Packaging with less waste, recycling rewards, less waste shipping, very very progressive imaging (lgbtq and body inclusive representation), AND vocal about controversial progressive causes (they're vocally pro-choice). I will splurge on Lush again the day they look to EWG skinsafe and make sure ALL of their ingredients really are safe. Heck they could toss in some less natural stuff in there that isn't toxic if they want, just please please please remove synthetic fragrance. And this is not just about what the science says. I used to use a LOT of Lush and other greenwashed "skinsafe" products with fragrance, and ever since I switched to EWG skinsafe approved zero toxins products, my skin is the best it has ever been.
Lush has always been a fun experience for me but I do not have one close by. Over Covid I have ordered twice now. They both took forever to ship. I ended up canceling the most recent after it not being shipped after two weeks. I was able to cancel my order but my sister who ordered was not. Her order says waiting for postal pick up.(It has said that for a few days now) How a company that charges what they do and is established in two countries is so awful is beyond me. All the warm fuzzy feelings are replaced with waiting to speak to a representative. I was 33 in line btw. Get it together lush.
Lush has always been a fun experience for me but I do not have one close by. Over Covid I have ordered twice now. They both took forever to ship. I ended up canceling the most recent after it not being shipped after two weeks. I was able to cancel my order but my sister who ordered was not. Her order says waiting for postal pick up.(It has said that for a few days now) How a company that charges what they do and is established in two countries is so awful is beyond me. All the warm fuzzy feelings are replaced with waiting to speak to a representative. I was 33 in line btw. Get it together lush.
Bought a gift to "propose" to my bridesmaid as I live in Australia and she lives in the USA. Ordered with a gift message and to not include the price. It arrived to her with no gift message and with the receipt! She had no idea who it was from and our special moment was ruined. Customer service was unable to help or offer any apologies as it was "how I ordered it" instead of apologising for a glitch in THEIR system. Will never order from LUSH online again. Absolutely horrified.
Bought a gift to "propose" to my bridesmaid as I live in Australia and she lives in the USA. Ordered with a gift message and to not include the price. It arrived to her with no gift message and with the receipt! She had no idea who it was from and our special moment was ruined. Customer service was unable to help or offer any apologies as it was "how I ordered it" instead of apologising for a glitch in THEIR system. Will never order from LUSH online again. Absolutely horrified.
blown away by the terrible customer service. ordered online a week ago, immediately received a confirmation email and was promptly charged - after several attempts chatting with snarky customer care members just trying to get AN UPDATE or TRACKING or anything further regarding my order, my order was cancelled by an associate. the yummy smelling lotion is absolutely not worth the stress. having once been a loyal customer at my local lush before the pandemic, unfortunately this experience has all out made me not want to do business here anymore. thanks.
blown away by the terrible customer service. ordered online a week ago, immediately received a confirmation email and was promptly charged - after several attempts chatting with snarky customer care members just trying to get AN UPDATE or TRACKING or anything further regarding my order, my order was cancelled by an associate. the yummy smelling lotion is absolutely not worth the stress. having once been a loyal customer at my local lush before the pandemic, unfortunately this experience has all out made me not want to do business here anymore. thanks.
So i made an order and received a confirmation number on Day 1, cool. The LUSH system told me that shipping might be delayed due to COVID, no biggie.I fell and injured my leg and knee on Day 3.Day 4, I contacted LUSH customer service to issue a refund. Employee reached out to ask for my order number so they can cancel it as soon as possible for me. I emailed her with the requested information. I was never contacted again and that exact night, I was charged for the order. That meant they’re gonna ship the order soon.Day 5, I sent another cancellation request and provided the order number in the same email. The customer service responded with “Sorry, we can’t cancel the order because it’s getting shipped out to you right now. Here’s the tracking number.”Day 6, I am angry. I send LUSH an angry email, expressing that I am extremely upset and am asking to process a return immediately. I do not want this order in my home. I want to process the return before it got here so i can just send it right back. I receive an email from customer service telling me he’s sorry but my email about cancellation came in after working hours (I responded at 5pm) so he can’t do anything anyway, and he can only start a return process after the order gets to me.Day 7, the order comes by but fails to be delivered because “no one was home at the delivery time”, despite me waiting around at home all day for this order. I didn’t hear a knock and the doorbell wasn’t rung. I’m not going to sit at the window and watch for a truck to come by.Day 8, I get my order. I go to a store personally to return it. When I got home, I received a system email from LUSH that says my order “is on its way!” with the tracking number I was given on Day 5. So it seems that the first customer service employee received my response and decided to charge me to ship my order overnight, and instead of saying anything, went completely silent and never responded back to me.tldr; if you want your order to come by ASAP, ask for a cancellation and they’ll charge you and send you the order overnight apparently.
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Lush is a cosmetics retailer headquartered in Poole, Dorset, United Kingdom.
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