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Review from Sophia R
1 star11/01/2022
I placed an order 12/26/21. My card was charged 12/31. Today 1/10/2021 I reached out about shipping and was given a vague answer that I believe said “they are handpicking your items currently.” I waited to chat with customer service as number 30ish in line. I received a clearly cut and paste response. This is the second time I ordered online since Covid. The last time was equally awful. The company place the blame on Covid and sales infuriates me. This is not some small business nor is it cheap. If a company sells a product at this size they should be able to handle shipping and customer complaints in a timely fashion. I was allowed to cancel my order only affirming that it was not being currently selected. I received no confirmation order it was canceled and I guess will be waiting to see if I even get a return. Please stop selling online if you cannot fulfill your orders.
LUSH Handmade Cosmetics Head Office Response
12/01/2022
Hi, ******. Thanks for getting in touch with us. We are so sorry to hear that we've let you down. This is definitely not a typical experience when ordering from us but again, apologize that this has been yours. While COVID and the sale have contributed greatly to our backlog, we have also experienced an issue with one of our order systems. This is being worked on as we speak and we will continue to learn from this in hopes of giving everyone a better experience during our sales. We will reach out to you directly to confirm that your order has been canceled and refunded and to see if there is anything else we can do. Thank you so much for your patience.
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