Lush Reviews 

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!

I ordered a few things from Lush, one of which was a Beaver bath bomb, the package arrived, unfortunately the Beaver had seen better days and was in bits, I called Lush and sent a pic, no hassle another Beaver bath bomb was sent out and was perfect!

Absolutely awful service! My daughter placed an order which failed to arrive, initially lush got back to me and stipulated the order was “damaged and disposed of by the courier” but reassured me they had sent a replacement. The replacement then failed to arrive. I have emailed pretty much every single day, for the last two weeks with NO response. First order was placed November 2025, it’s now January 2026 and no order, no refund, no communication from any of the team at lush. I used to be a regular customer but won’t be any longer unfortunately.

My friend bought my children some bath bombs for Christmas. They brought my son’s skin out in terrible excema. He has never had sensitive skin before.

I visited the new Lush store at Fort Kinnaird on Christmas Eve for a last minute Christmas shopping. It was a buzzing atmosphere & this is when I was greeted by Darragh.

He was so friendly, knowledgeable & great to talk to. He was so kind yet so professional that I end up sharing a personal experience that how it has been a difficult few weeks & the reason for the last minute shopping trip. He helped me figure out what would work best for my teenage daughter & spend a lot time explaining why these products he was suggesting are the best. After our lovely conversation, good shopping experience as I bought a lot, lol and a warm hug, he made my day by simply being himself- A Star human being❤️❤️

Brilliant products and super helpful staff in store. It’s just a shame they do certain products for such a short space of time with no real alternatives! I loved the Snow Fairy milkshake shower gel which is a scent they only do at Christmas. I was after an alternative that was similar but the closest they have is the Sleepy shower gel which I love but don’t find I want to use in the morning.

CHECK HOW MANY TIMES THEY'VE TAKEN PAYMENT!

paid to much .. online order ..... ai no answer ..............................
charge me for out of stock items ......................You can't keep people's money and not supply goods. Disgrace boxing day sale at checkout ....

I visited the Exeter store with my 12 year old daughter on 29 December. As ever the staff were lovely and welcoming. In particular I wanted to thank Lauren for her exceptional customer service. She was delightful with my daughter, answering her many questions and being really kind. What a wonderful ambassador for your store 😊

Terrible Service. They use Yodel which are a very poor courier service, so I haven't received my order in 14 days. So finally, after a week of chasing up Yodel for my delivery, they told me to get in contact with Lush. Now getting in touch with Lush isn't straightforward. The chat is AI, I never got to talk to an agent although I asked for one. The link for their email only sends you back to their home page. The phone number played crap music until I got the feeling that I was never going to get an answer. A very bad experience for me