ComplaintsforLUSH Handmade Cosmetics Head Office

• Initial Complaint

  16/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a long time customer of LUSH, I was even a customer before LUSH came to ******. I have always loved the products but recent have been left terribly upset and feel that everyone I have been in contact with has been dismissive and won't listen to my frustration and just want me to go away. I placed 2 orders on December 27th, the first was so exciting for be because every year I miss out.on the larger sizes of body wash in their annual sale but this year I snagged them, I wasn't greedy and ordered one of each that I wanted, the payment went through and later that day I placed another order from what was still left. I followed tracking and both packages were set to arrive the same day, on that day the first package said it was delivered at 5pm which I found strange as it was only 11am when I saw the notification so I contacted LUSH through chat and an investigation was started. The 2nd parcel arrived later in the day just fine.In the days since it has been determined that my first parcel, the one I was looking most forward to was delivered to the comoletely wrong address, yesterday I contacted customer service again and am now even more upset as I feel dismissed and feeling like it's too bad so sad not our fault and here's your refund. I expressed my upset to the point of tears and still just had policy shoved at me. I have been in customer service for over 40 years and this could have been handled much better and am shocked at the level of dismissal so this long time loyal customer is saying goodbye to **** and will not spend another dime of my hard earned money on your products if my feelings are so easily dismissed.

  Business response

  20/02/2024

  Hi there,
  
  We understand and apologize for the frustration regarding your recent order. It is really unfortunate when packages get lost in the mail system as we never want to disappoint our customers. We package things carefully and entrust the partnerships with our shipping carriers to get the orders out the door and into our customer's hands safely. We are so sorry this did not happen in the case of your one order. As the sale items are no longer in stock, we were unable to resend them, which is why we have refunded you in full. We also opened a lost package investigation with *** but sadly, they were unable to recover your package. In addition, we previously offered a $10 e-gift card to compensate for the inconvenience. We're happy to send it out to you if you change your mind, please let us know.

  Customer response

  20/02/2024

   
  Complaint: 21300741
  
  I am rejecting this response because:

  I find this attempt at resolution to be poor **************** and feel a $10 gift card is an insult as I would just end up spending more money because $10 dosen't get you much of anything at LUSH.  The constant too bad so sad from everyone I spoke to regarding this has me feeling like my business means nothing to this company and wondering if the year end sale is a scam to get customers to buy more and the desired products aren't ever really available. Any shipping issues I've ever had with any other company go above and beyond to rectify and keep me as a customer.  I reached out and asked for management and customer service refused to connect me to anyone so this tells me nobody at lush care if I am a customer or not.
  
  Sincerely,
  
  *******************

• Initial Complaint

  15/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to use an e-gift card for Lush Cosmetics on 1/14/2024. I was advised they are not currently accepting gift cards. I contacted the company for information and a possible refund of my gift card, they refused to provide an explanation as to why they are not accepting gift cards and yet continuing to sell them to consumers WITHOUT advising consumers they are not accepting them! Per their website FAQs: Does Lush have gift cards?Yes! Gift cards are available for purchase on our website and in Lush stores in denominations from $5 to $250. They can be redeemed online, by telephone, or in our retail shops.Gift cards ordered through the Lush website are delivered to the recipient via Ground ($4.00 charge) or Priority ($8.00 charge). For faster delivery, choose our E-Gift Card, a personalized gift card sent via email.Gift cards are also available for purchase at select 3rd party retailers in the preset amount of $50 or a customized amount between $25 and $200. These can be redeemed online and in Lush shops in the country they were purchased in.Can I use my gift card online or in a store?Your gift card can be redeemed through phone orders and online as well as in our stores located in the US and ******.********************************************** **** *********** ** ********* ***** *** *********** 

  Business response

  15/01/2024

  Hi ******,
  
   I hope this email finds you well. Firstly, I would like to extend my sincerest apologies for the inconvenience and confusion you have experienced with your e-gift card for Lush Cosmetics. We understand the frustration this situation has caused.
  
   When you had reached out, we had explained the issue you've encountered is due to unforeseen technical difficulties that have temporarily disabled our gift card payment option on the website. This unexpected problem has affected our ability to process gift cards online, but does not effect the gift cards in store. This means that the gift cards can still be purchased online, and in store, to be used at your preferred Lush shop.
  
  Our team is working hard to resolve this issue as swiftly as possible. However, at this moment, we regrettably do not have an exact date, as you had asked for, for when the gift card payment option will be fully operational again. We understand this is not the ideal situation and appreciate your patience as we work towards a solution.
  
   If you would like, we would be happy to reach out to you once it has been fixed. Please let us know!

  Customer response

  15/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gift set online for my mother in law for Christmas, the gift set contained a small pot of shower jelly. Upon delivery, the shower jelly pot was found to be damaged and the shower jelly spilled all over the plastic. I contacted Lush customer service, who has been very challenging in offering a solution. Initially, they suggested that I still use the jelly, even after I explained that the pot was half empty since it had escaped. At some point, it was also suggested to me to use the jelly off of the plastic. All I wanted was a refund, which was less than $25 or an exchange, nothing more. Lushs website falsely advertises on their website that they have a no quibble refund or exchange policy, which states that if youre not satisfied for any reason, they will make things right. Ive expressed more than once to them that I am not satisfied, however, all the customer service rep does is suggest that I use the shower jelly like that. I can of course still use the jelly thats left inside of the pot, but I paid for a full pot of shower jelly, not a half empty pot of shower jelly. Theyve given me a really hard time for something that has an easy solution. As of now, they have provided no resolution.

  Business response

  31/12/2023

  Hello ******, 

  Thank you for reaching out. 

  We apologize that your products arrived in that condition and that you were having trouble getting help from our team. 

  Thank you for responding to our follow-up so that we could provide a resolution. 

  We appreciate your patience and understanding. 

  Thank you

   

  Customer response

  13/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  28/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my daughter and I each The Lush 12 Days of Christmas and they looked great until we opened the boxes and everything was covered in red jelly that had leaked out over everything so we are not able to use more than 3/4 of our beautiful lush products. We often shop at lush whenever we get out of the territory and have never had any issues but this was very disheartening!!

  Business response

  15/01/2024

  Hello ***, 

  We have sent follow-up emails from ********************* to follow-up with this issue and provide support but we have not received a response. 

  Please let us know if there is an alternative email we can reach you at, we have emailed you at *******************************. 

  We're happy to provide further support once we get in touch. 

  Thank you, 

• Initial Complaint

  28/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Lush changed the ingredients for their rouge henna hair dye a few years ago. Which did not dye grey hair, so I quit using the product. Thousands of reviews were sent in an their website. **** then sent out press releases and stated on their website that they were reverting back to the old ingredients for the product. I was so excited and went to purchase the product in person 2.5 hours from my house. Well, the ads and statements were false!!! The problem remained. I did return the item with a full refund. The sales rep was not surprised and said that returns are happening daily.The customers have been mislead.

  Business response

  01/12/2023

  Hi there! We have returned to our original henna hair dye formulation based on customer feedback. We're sorry to hear that it didn't meet your expectations this time around and are glad you have been refunded for your experience. Our ************* team would be happy to connect with you to discuss how you've used the product and offer any tips to achieve better coverage.

  Customer response

  01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been using this product for years and years. Even the staff at the store agreed with me that is was not the original and that it did not change.  I believe **** falsely advertised that it has been changed but did not change it back. The original was gritty, this is not.  I truly wish you would listen to your customers. 
  Sincerely,
  
  ***************************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased bath bars in November and was used for Christmas gift. I purchased it at ****** ******** location. It was used and the sales person told me that they will become foamy and has bubbles. Once I used it and it never happened. * **** ******* ** **. It was shocking that I paid for it and it did not work. I am furious that I did not have receipt and I only used one product that I wanted to test and try if I liked it and I felt I was ripped off by sales person that it never happened what they told me should work. I wanted a replacement but I couldn't get it and I was helpless and very upset about it. I decide to file complaint and have corporate to contact me about this issue. I would like to communicate by email.

  Business response

  12/01/2023

  Hi there! 

  We would be happy to reach out to you to see how we can help. One of our Customer Care Representatives will be in touch via email shortly.

• Initial Complaint

  30/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a ***; the Lush company states free delivery on orders over 60 dollars. I called the local store and online customer service and was told free delivery. I even received the email. I called back Lush customer service and was informed there is NO free shipping today. They took no fault in the fact of their false promotion.

  Business response

  30/12/2022

  Hi there! Our free shipping promotion was not running during the Boxing Day sale we were having which is why it was removed from the website. We are sorry for any confusion. It looks like we offered you a $10 gift card as a result of this. If you have any questions, please do not hesitate to reach back out to our Customer Care team.

  Customer response

  30/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Do you not take responsibility? I personally contacted the store and online shopping.  What about all the other customers you conned into paying free shipping? It was on the website that same day for free shipping. I tried all didn't amounts and it was not free. ALL employees were not aware so why are the customers suffering, Ten dollars is a great reward but I'm still not happy. I was the first to go online and add all my items for checkout. When I needed assistance, I was put on hold so many time and lost ALL my items in the shopping cart. For this, I'm asking a bigger incentive to compensate for the money I would of saved, but lost and I have to buy full price for now, thank you.
  
  Sincerely,
  
  *** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩