Lush Reviews 

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

IF YOU HAVE RECENTLY ORDERED FROM LUSH PLEASE CHECK YOUR BANK ACCOUNT!!!

I saw the Boxing Day sale on the app and figured it would be a good time to stock up whilst it's cheaper, BIG MISTAKE!!

When I got to the payment page a notification popped up saying "payment issue" and it took me back to the basket. The order had not gone through and everything was still there so I tried again, and got the same message, sent back to the basket a second time, still with no order.

I checked my bank app to make sure it wasn't an issue on my end and Lush have taken payment both times!! So at this point I've now paid twice for an order that still doesn't exist, and all of the items are still in my basket.

In total I'd been charged £70 which is a lot to me, the order should have been £35 and even then I was only spending so much because everything I was buying was half price so I figured get a few months worth and save money in the long run. I don't have £70 to spare, especially when I won't even get my order!

I tried calling customer service, only to get an automated message at the start that said they'd put me through to the next available person. I gave up after 45 minutes of being on hold and tried again. After another 20 minutes on hold I tried calling their other number, which takes you to the same automated message and same hold music so I assume it's just the same number really? I tried to call for two hours because I know emails take days to answer.

Eventually gave up on the phone and decided to email them instead. My bank said Lush have to cancel the payment before the payment fully goes through, otherwise I have to wait for a refund which could take ages, so I'm not hopeful.

I emailed all of the details about what had happened only to get an AI response asking for an order number and asking what the issue was. There's no order number because my order never went through, and I'd already explained the issue in my first email. I replied to them anyway explaining the problem again, and haven't heard anything since.

A few hours after this fiasco I got an order confirmation email, so it looks like my order had gone through once, but I've still been charged twice. That's not as bad, at least I'd still get my items and I'd just have to wait for a refund for the second payment, right? WRONG! This morning I've had an email saying my order is cancelled because they don't have the stock, and that they've refunded it. There's no refund showing in my banking app.

Once again I'm back to square one of having paid twice for an order I'll never receive, no response from customer service (probably because they've replaced all the humans who could actually solve the situation with AI).

I'm genuinely so upset, and I doubt I'll buy from them ever again. I've always thought they were over priced but I have a lot of allergies and they're one of the few places that's actually good for listing all of their ingredients. I can't really go in store for more than a few minutes because I'm allergic to a lot of their products (and I wouldn't want to go in anyway because of the constant harassment from staff) so I usually check the ingredients on the app, then order for delivery.

I had to give up ordering deliveries because the companies they use to deliver are shocking, my last order was left next to some fly tipped bin bags in an alleyway near my house and I had to go searching for it. After that I swapped to click and collects which I hate doing because it forces me to go in store.

I've noticed that the quality of the products has been different every time too, even though I always order the same items. I always make sure to check the ingredients list every time because a lot of companies change ingredients without making it obvious, and that's caused bad issues for my allergies in the past. The ingredients list hasn't changed at all so I'm not sure why their products are so inconsistent in quality each time?

I did some digging and found a lot of people had the same issue with Lush taking payments without putting orders through, and it's been going on for months, so they really should have sorted this by now.

Maybe they're hoping people might not notice they're being charged twice so they can get extra profit? Unfortunately I'm paid so little I know exactly how much is in my bank account but there's plenty of people who wouldn't notice an extra £35 going missing. I wouldn't be surprised as they claim to be ethical and care about the environment but they're using AI for everything.

Whilst typing this review I've just had another automated email from them saying they hope to respond to my email in 7 days, but that they're busy and have a lot of emails. I am actually so mad right now, what a pointless email! Plus it's already been three days, so that's actually a minimum of a 10 day wait just for a response. Definitely never buying from them again.

Bath bombs left big clumps of black fluff in the bath

Their website is absolutely awful, tried buying some stuff in the boxing day sale and it was so slow and kept crashing and giving me a 404 error when trying to checkout. Over an hour I spent on the site trying to add 7-8 items in my basket which were "in stock" yet after many attempts at checking out they were all of a sudden out of stock. Also tried the app and that was just as bad.

I would just stop doing the usual boxing day sale and come up with something different, like sending out email invitations or discount codes to current account holders that they can use on certain products.

Christmas Eve went in and bought 15 bath bombs individually, percentage of my 10% discount cord was told can’t use it cause December however if you want to remove any of the 15 items you can.
This was after it took her 20 minutes to individually wrapped them all up with stickers.

I was served by Sara in Lush Merryhill!! She was amazing and listen to my preferences to recommend me a product that suited me. Despite the busy store she made sure I was comfortable especially after the day after the Boxing Day rush. Will definitely be coming back after her lovely service.