LUSH • Customer Service • Other

Where To Buy?

jumbojuice on 4/7/2013 1:21:00 PM more reviews by jumbojuice

Age: 30-35   Skin: Oily, Fair   Hair: Brown   Eyes: Blue    

I love Lush but the sales people can be so overbearing. Especially when they want you to sign petitions. Blah. It would be nice if they could take a hint but obviously they are trained to not leave you alone. The positive is I get samples.

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Gillybby on 3/27/2012 11:36:00 PM more reviews by Gillybby

Age: 19-24   Skin: Oily, Fair-Medium, Warm   Hair: Other, Wavy, Fine   Eyes: Hazel    

Lush in Canberra is fantastic.
The staff approach you fairly quickly to ask if you need help, but gladly back away and resume their previous activities if you tell them no thankyou.

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*TOP REVIEWER* slippingbeauty on 7/17/2011 2:22:00 AM more reviews by slippingbeauty

Age: 30-35   Skin: Combination, Fair, Neutral   Hair: Red, Wavy, Medium   Eyes: Blue    

I always get the most amazing customer service when I go into LUSH shops. I've been to several different stores in California and the staff is always great. The store closest to me right now is the location on Bay St. in Emeryville and they are A+. (Wish I could say the same about the Sephora down the way from them...) I also shop at the store off of Union Square in SF and they're always super-nice there too, even if they're busy. The same is true about the stores in Anaheim Garden Walk, LA Universal CityWalk and Santa Barbara. As a matter of fact, my favorite LUSH experience was at the store in Santa Barbara. All the stores have helpful SAs, though, which is why I will be a long-term LUSH customer.

Also, as a PSA, on LUSH's site it does say that they CANNOT cancel an order after it is placed.

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Reylena on 1/7/2011 2:16:00 AM more reviews by Reylena

Age: 25-29   Skin: Very Dry, Fair   Hair: Brunette   Eyes: Brown    

The Staff at Lush Cincinnati is alway great! My boyfriend loves the store as well. Fun products and fun place to shop!!

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*TOP REVIEWER* scopingforyou on 1/1/2011 6:53:00 PM more reviews by scopingforyou

Age: 36-43   Skin: Combination, Fair, Neutral   Hair: Brown, Straight, Fine   Eyes: Blue    

ALL CONS FOR ME: Wow... for those who got good customer service from them, good for you. That was not my experience at all. Maybe mine was more unusual. The last of which was me calling to try to cancel an order. First of all, it was almost impossible to speak to a human. It was like it was being run by a tiny group of people. Second of all, suddenly when I want to cancel, they can't find my order. I try for three days e-mailing and talking to different people. Of course, my order doesn't get canceled. The order wasn't missing when it was fulfilled. I guess it suddenly showed up for that. When I saw it had shipped (by my checking up on it...no notification sent...they said it was too late and would not do anything to compromise with me on anything, even the shipping cost back.) Needless to say, I'm not impressed. (I used the U.S. base.)

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enbouton on 1/1/2011 6:42:00 PM more reviews by enbouton

Age: 19-24   Skin: Combination, Fair, Cool   Hair: Brunette, Wavy, Fine   Eyes: Brown    

Instore: the staff are always friendly and helpful, but a little too eager to approach me when I'm just trying to browse. I can understand how Lush newbies might need a bit of guidance, but I've been shopping there for eight years! Maybe I just look like I don't have a clue what I'm doing, but if I'm standing in Lush staring at the soaps it's because I'm trying to decide which to buy, not because I need help. On one occasion I was approached by three or four different SAs in the space of about five minutes, and my local Lush is a tiny shop. However, I can say that I've never been pressured into buying anything at Lush, ever.

Online: I ordered some products from the North American site to ship to a friend in the US. I didn't get the two-day shipping I paid for, but the site made it clear before I placed the order that it was likely to take longer than that (this was mid-December). It actually arrived earlier than estimated, and well in time for Christmas.

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ItsNayy on 1/7/2010 9:42:00 PM more reviews by ItsNayy

Age: 18 & Under   Skin: Oily, Tan   Hair: Brunette, Straight, Fine   Eyes: Green    

The Lush in Wellington is fantastic. The girls don't pressure you and they're just so nice.
Five Lippies! (-:

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*TOP REVIEWER* flowersfade on 7/5/2009 9:08:00 PM more reviews by flowersfade

Age: 19-24   Skin: Normal, Fair   Hair: Brown   Eyes: Green    

wonderful customer service! i ordered buffy and strawberry feels forever a few weeks ago and they melted on the truck on the way to me. i had not read the disclaimer on the website about not being able to replace melted items because they can be refrigerated until AFTER i had contacted customer service.

fortunately my items went back to being useable after i refrigerated them but they still credited me back for the amount of my purchase when they clearly did not have to. i feel guilty now for getting my money back when i've been using their items, but it says great things for the company. i won't be buying any easily melted items again due to the climate in my area but i'll definitely buy more from them in the future. i have already spent a small fortune.

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leo88 on 4/28/2008 1:50:00 PM more reviews by leo88

Age: 19-24   Skin: Dry, Dark   Hair: Brown   Eyes: Brown    

The LUSH sales associates are great in center city phila...it is our only Lush store in Philly and they are great!! Very helpful but can be a bit pushy but I'm strong enough to say No...I never understood why people act like their scared to sale "no"...its easy as 1,2,3...its YOUR money not THEIRS...c'mon people!!!

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*TOP REVIEWER* tuffins on 4/2/2008 12:43:00 AM more reviews by tuffins

Age: 19-24   Skin: Dry, Olive   Hair: Brunette, Wavy, Coarse   Eyes: Brown    

I do agree that the LUSH staff stalk you around the store even though it is clear you do not want help. Good thing I don't have a problem with saying 'bug off or I will take my money elsewhere', I do not want to be pressured into your latest promotion. Thanks. Otherwise, I like some of the products and my local store has no issues with giving out samples.

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*TOP REVIEWER* Sage6o4 on 10/11/2007 7:51:00 PM more reviews by Sage6o4

Age: 18 & Under   Skin: Oily, Olive, Warm   Hair: Brunette, Wavy, Coarse   Eyes: Brown    

Uhh.. no. The customer service in Lush consists of bitchy and rude girls who act as if they hate me. Doesn't make me want to shop there.

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*TOP REVIEWER* luvthered on 9/5/2007 6:10:00 PM more reviews by luvthered

Age: 36-43   Skin: Normal, Fair   Hair: Red   Eyes: Blue    

I find the store customer service to be hit or miss. There's only one LUSH in my area (greater Phoenix) and you have to shop there in the summer because mail order would arrive as one big melted mess. Overall, the store staff is nice but not that knowledgeable about the product. Also, I do feel the "hard sell" going on at certain times. And, I went in at the beginning of the "naked" promo and they completely screwed up ringing in my order. I left and realized I had been horribly overcharged. So I called when I got home and since it's almost an hour drive to get there, they re-rang it over the phone. Which was fine -- however, at one point I had THREE pending charges from LUSH on my account -- which tied up more than $100 of my checking balance. Finally though they cleared and only one correct charge ultimately went through. So, overall, I feel like sometimes the sales staff is maybe not so bright and not as informed about the products as I am from doing my own research, but they are friendly and willing to correct mistakes.

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*TOP REVIEWER* steph_mark on 8/29/2007 6:05:00 AM more reviews by steph_mark

Age: 19-24   Skin: Combination, Fair   Hair: Red   Eyes: Blue    

i was very, very pleased with my lush purchase! my order arrived within two days of being ordered. it's a huge benefit that i live on the west coast, but that means they did not put off processing my orders like most other companies! it takes at least nine days for me to get an order from sephora or amazon due to their super-slow processing time, and about five to seven days from avon or mark because they take about 2 days to process. lush is one of the few companies that i've ordered from that takes this consideration! the only other company that i get my orders from so quickly is DHC, and that's because they're based only about an hour away from me!! i was very thrilled and pleased, and i felt like the shipping charges were adequate for what i ordered. also, i got two good sized samples (AOBS and aquamarina) and a free body butter tin since they were out of stock on shampoo bar tins. i can't wait to go to a lush store and see all the wonderful products up close, but i'll definately order online again, very soon!

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forwardrussia on 4/14/2007 3:10:00 PM more reviews by forwardrussia

Age: 18 & Under   Skin: Combination   Hair: Brunette   Eyes: Green    

In the main, I love Lush SA. They are helpful and offer advice but know when to leave you alone when you need time to think. No matter how much I spend, I always get some samples, whether it's a sliver of soap, or on occasions, 2/3 broken bath bombs. I love the enthusiasm they have for their work - you can tell they love using the products as much as you do!

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*TOP REVIEWER* karebear0099 on 11/29/2005 12:19:00 AM more reviews by karebear0099

Age: 19-24   Skin: Sensitive, Fair   Hair: Blond   Eyes: Blue    

The people want to help you-- too much! They like stalk you and ask you if you have conditioner to go with your shampoo, or you want lip balm to go with that, etc. And they stand there and talk to you about the product while you are browsing when it's clear you want them to bug off. Very high pressure sales and pushy-- I totally bought something I wish I hadn't now. rrrr.

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*TOP REVIEWER* rosieee on 6/6/2005 9:32:00 PM more reviews by rosieee

Age: 19-24   Skin: Normal   Hair: Brunette   Eyes: Blue    

No matter how much money I spend I never used to get any samples so I started asking for them of specific products...and they always come! Plus I've had them send the wrong products before and they always send replacements no questions asked with super fast delivery! Lush canada is GREAT!!!

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Stephanie2378 on 3/20/2005 4:25:00 PM more reviews by Stephanie2378

Age: 25-29   Skin: Combination   Hair: Brown   Eyes: Green    

I have had only the BEST service when dealing with Lush. When I place an order online I recieve it within the week (I live in Canada and only a few blocks from their Metrotown location which could be the reason) and if I ever have problems with any of my items they are quick to respond via email. I LOVE that when I place a large order the almost always throw in a free sample. For the amount of good their products have done for my skin I'd probably let them push me around and call me names-but so far that hasn't happened ;)

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parkbench28 on 1/26/2005 10:56:00 PM more reviews by parkbench28

Age: 30-35   Skin: Combination, Fair-Medium   Hair: Brown, Wavy   Eyes: Brown    

Grr. Dealing with Lush Canada is horrible. If I had only known! I ordered at the beginning of December, and my order still isn't here! When I email them, I get rude replies that restates a policy that basically says they'll get to you when they get to you- they have an excuse for everything. It sounds to me like they took a month to ship (for which they charge up to 25% over what everyone else charges)and then they send it at the cheapest UPS rate, so it takes over a week to get from Washington to the Midwest, and then a few days to get to your locale. Supposedly it will get to me any day now. I just can't believe this! Update- I got the package a few days after I initially posted this review, so it took well over a month to get to me. Also, it was a horrible packing job on top of it all! I like the products enough, and I have made another order to test if this was a fluke, but if the same issues occur again...! What can I say, I'm a sucker and I live in the middle of nowhere.

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xmelinda on 9/28/2004 4:03:00 PM more reviews by xmelinda

Age: 30-35   Skin: Acne-prone   Hair: Brown   Eyes: Brown    

I bought some I Should Coco soap while visiting Montreal. It smelled lovely in the store, but when I got home a couple of days later, it smelled like nothing, and the next day it smelled like mud and salt. I e-mailed them to tell what happened and they wrote back to say that either *I* did something wrong or the whole batch at the store was off and I could return the soap to the Montreal store if I had a receipt. I replied that as I said, I was only visiting and the closest LUSH store to me is 10 hours away, and that the soap had smelled fine in the shop and I'd been careful to keep it cool and dry. They never apologized, never offered to make it right, and never responded to my second e-mail. They sure charge a lot of money for such awful service.

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Lilstace on 9/19/2004 5:16:00 PM more reviews by Lilstace

Age: 18 & Under   Skin: Oily   Hair: Brown   Eyes: Blue    

I have no faults with Lush UK customer service at all. I have only ever had one problem when my delivery did not turn up when it should of done but they refunded me the extra money I had paid for next day delivery and I had my order the very next day.

Always willing and quick to jump in when ever there may be problems. Very generous also. A huge thumbs up!

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