Lush Reviews 

Absolutely disgusted with this firm. I purchased some items from the Paddington bear collaboration including the pin badge, order paid and accepted (part of my birthday present). Arranged to leave work early (worked through my lunch break) and then received a cancellation notice. Badge out of stock, gutted.

The items came back into stock and as I was tending to a family emergency down south I arranged to have the order delivered to Bromley store BIG MISTAKE.

Due to a change in circumstances I needed to travel back home to North Yorkshire I immediately contacted Lush to try and divert my order to either my home address or nearest store up North.
Answered in the first instance by a robot which was as much use as a chocolate teapot stating that they couldn’t stop the order.

Called the store 3 times and advised to get in touch with customer service again as they would be able to arrange for Bromley store to send back and resent to me. No chance it can’t be done.

I am bitterly disappointed with Lush as I really wanted my order as they’d cancelled my previous one due to no stock after accepting it, I would need to make a round trip of 520 miles to collect, which is not in keeping with their green policy.

I will be closing my account and I will NEVER buy from this company again, dreadfully poor customer service.

I never ever ordered anything online and I never ever will do. Their website is a joke. Really? In 2026? 🤣🤣🤣
I went to their shop but nothing special other than the overpriced bazaar for teenager girls. Bless you. Congratulations to the fools whose keep shopping from them 🥲

Amazing service and recommendations from 2 of the team in the white rose store.

Cannot recommend highly enough. I will be back.

I’ve always loved your products and so has my daughter, who finds bath time much more enjoyable thanks to them. Over the Christmas period, we purchased several items, including the red Magical Santabath bomb.

After using it, my daughter’s naturally blonde hair turned red and remained stained even after three washes. This has never happened with any bath products we’ve used before, and I was shocked that such an expensive, well-regarded brand could cause this. I would expect this from a cheaper brand, but not from yours.

I am particularly disappointed because your products are marketed as suitable for children, and this caused unnecessary stress for both my daughter and myself. Currently

Myself & son popped in to treat ourselves. The staff are outstanding! Everyone single one of them were so attentive and could not do enough for you, especially Jackie the florist. She gave me a free hand & arm massage with their amazing massage bar which left me feeling relaxed and smelling lovely. She then took us a tour and made lots of great suggestions for my son. We had a fabulous day and based on this experience can’t wait to return.

Apologies for this review being SO late but life just seems to have got in the way!! Visited Lush Broughton to buy Christmas gifts for my children and a couple of friends. Was very lucky to be served by Tori who could not have help me more with my choices. Tori's experience of the products were exceptional and she steered me to buying the most suitable products for the people I was buying for. I can honestly say that I have never had such such good customer service in a Lush store and I just wanted to say THANT YOU TORI you are 5*.

I took my guides to the Lush store in Ipswich town centre on Monday 23rd February. We had an absolutely brilliant evening!
John was very accommodating building the evening around a guide badge with lots of great information holding their attention and making the evening great fun. We made bubble bars which the guides were thrilled to take home and the chance to shop rounded the evening off. A fantastic activity and one I would highly recommend.
Bridget Jackaman

A CTG fan back in the day and a Lush fan too. I took a break from most things because of the amount of dyes and glitter in nearly all their products (and yes, both are bad for the environment, no matter how Lush try to spin it) but still bought a fav shampoo twice a year. I've recently tried some perfumes and wanted to try another - but the delivery is very very slow. Am still waiting over a week later for it to be dispatched. Customer services do not respond to email, not like the old days when they were good. I think will rethink in future because while I don't mind deliveries being slow on occasion if can't rely on customer services then they're not good to shop with.

Edited to add. They filter reviews. Nah, can't do that. Reviews is all we have when purchasing online. Have quit.

The amazing shop products and extremely usefully toiletries, but sometimes products vary in the shop- all shops will not have the same products

Have been a Lush customer since the nineties but their customer service over the past couple of years has been appallingly abysmal. Two months plus for a response from their official email address and when they do respond they are unhelpful, rude and incredibly apathetic. I no longer visit in store because of the overtly toxic positivity of staff and their overbearing sales patter and predatory manner in which they jump on customers as soon as they enter the shop. I am finding that I don't really shop with them much because of quality issues (staining/damage/lack of lasting fragrance, poor value, etc) and if I do buy anything from them (usually in the online Boxing Day sale - don't even get me started on their poor, poor website management), I no longer pay full price for products because their over-inflated full-prices are frankly ridiculous for what is now a sad and substandard imitation of what their products once were in their heyday.

Excellent customer service. Placed a
Order, evri lost the parcel, a quick phone call to lush, and the order was replaced, thank you to the ladies I spoke to on the phone, for your help. One happy granddaughter

I placed a number of separate orders with Lush during the festive season. Whilst the orders took a little over a week from date of order to dispatch, my orders eventually did arrive.
I had only a few issues where a couple items were missing (1 x bath bomb and 1 x body spray) then a couple of bath bombs were smashed.
I contacted Lush Customer Services via email but sadly after a month had not received a response back. I sent another email and after a few days decided to call them after not having had a response back.
I was immediately answered (no wait time) by a lovely lady called Daniela.
When I say that Daniela is the best example of exceptional service, I truly mean it! It’s not often I am left with an impression of exemplary customer service that sticks with me but Daniela exceeded my expectations.
When I picked up that phone to call Lush after not having heard from them for over a month, my expectations were fairly low.
Daniela turned my experience around with a short 5-10 minute phone call. She displayed empathy, patience and prompt resolutions to my queries. Nothing was too much of a trouble and Daniela had a very light hearted, down to earth and friendly tone/approach which helped to reassure me and put me at ease regarding my complaints (I think it’s important when companies like Lush acknowledge a customers complaint when it is raised and this is what separates good service from poor service, rather than being brushed off and not taken seriously - you have all been there I’m sure!)
I was quickly reimbursed for my broken bath bombs and was kindly sent a box (on a next delivery - wow!) with replacement products for those that were missing, and kindly with a few extra goodies to make up for the experience!)
This experience has truly solidified my belief in the Lush company and its morals which I have always supported.
As a loyal customer, I WILL be back to order more from lush by using my annual delivery pass which I have to say is a genius idea especially when you are not local to a store.
Daniela - I can’t thank you enough for restoring my faith in good old fashioned down to earth customer service and for going the extra mile by exceeding my expectations. In a digital world where we are heading to robot type service, I will always remember your kindness and it shall remain with me for years to come.

I previously really rated Lush as a company but their recent customer service for online orders has been appalling. I was sent the wrong size of shampoo, meaning I overpaid, but I have not had a response in over 7 days.
Love their products but seriously considering not using again as I suspect they have done away with customer service reps in favour of an AI chatbot which doesn’t really fit with their ethos either. Really really disappointing.

A review for the Lush Shop in Colchester:
I had gone there to pick up a click and collect order which was not available in my local branch. Lovely shop, looking beautiful and well cared for. I was helped promptly and politely even though my mind was a bit elsewhere, and thinking about it several times afterwards, my visit and conversation with Dan made a big difference to the day which is quite rare nowadays. They look as if they do a lot of demos, parties, and workshops, and many reviews seem very happy with those as well. It's all down to hard work and flair, which comes through.

Absolutely amazing!!Lush products if you didn’t know are both vegan and cruelty free which meets both of my requirements.Animal testing is a horrible and unnecessary procedure which is why I love brands like Lush.Lush products also smell amazing especially the body washes which I have been purchasing for years.Lush is my go-to.

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.