• Lush

2018 CUSTOMER CHOICE AWARD

Lush

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Overview

Lush has a rating of 3.45 stars from 225 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Lush most frequently mention bath bombs, customer service, and high quality. Lush ranks 7th among Bath & Body sites.

  • Service
    46
  • Value
    40
  • Shipping
    35
  • Returns
    28
  • Quality
    40
Positive reviews (last 12 months): 35%
Positive
7
Neutral
0
Negative
13
22
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What reviewers want you to know

Positive highlights

Critical highlights

No critical highlights yet

How would you rate Lush?
Top Positive Review

“Like It”

Dulce D.
1/10/24

I really like! Very high-quality cosmetics, I buy them here all the time. I love that she is completely cruelty free.

Top Critical Review

“A jumbled mess!”

Jennifer T.
2/11/23

I purchased Lush products once in the past and my 13 year old was extremely happy, as was I. The products were packed beautifully with a personal touch. I'm not sure what has happened in the past three years, but the Bath bombs were packaged with little or no care so most of the characters on the bath bombs, which was Christmas gift set for my now 16 year old, were unrecognizable. Will not purchase again. Extremely disappointed. Wanted to love it

Reviews (225)

Rating

Timeframe

Other

Reviews that mention popular keywords

bath bombs (27)
Thumbnail of user andersonmoravilla40
2 reviews
2 helpful votes
December 14th, 2023

No me gusto la vestimenta, por lo cual me parecio mal y sobre todo cuando hablas con soporte, pareciera que esto demora mucho al adquirir un producto

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Value
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Thumbnail of user dulced19
18 reviews
218 helpful votes
January 10th, 2024

I really like! Very high-quality cosmetics, I buy them here all the time. I love that she is completely cruelty free.

Thumbnail of user jennifert2206
1 review
2 helpful votes
February 11th, 2023

I purchased Lush products once in the past and my 13 year old was extremely happy, as was I. The products were packed beautifully with a personal touch.
I'm not sure what has happened in the past three years, but the Bath bombs were packaged with little or no care so most of the characters on the bath bombs, which was Christmas gift set for my now 16 year old, were unrecognizable. Will not purchase again. Extremely disappointed. Wanted to love it

Service
Value
Shipping
Quality
Thumbnail of user jeffreyr1335
1 review
1 helpful vote
October 10th, 2023

Think my title says it all. One store (think Ireland) even spells it out in large letters as you enter the store. Absolutely awful people and a terrible company. I wish lush and ALL employees a painful departure- the world is worse with you in it.

Thumbnail of user prestonl63
1 review
1 helpful vote
February 22nd, 2023

I have been using Lush products for many years now and I have mixed feelings about them. Some of their products like bath bombs, bubble bars, facial scrubs, and solid shampoos are fantastic and have become staples in my routine. However, I have noticed that many of my favorite bath bombs and bubble bars have been discontinued, which is incredibly frustrating. Even more so, some of their products like shower gels are quite expensive, and it's important to keep an eye on the size of what you're getting.

Despite these issues, I am happy that they still make the Ocean Salt facial scrub and all three of the solid shampoos that I like. It's a relief to have some consistency in my routine. Unfortunately, only one of my favorite bath bombs is still available. Overall, I have a love-hate relationship with Lush products, and while I will continue to use the ones that I love, I wish they would bring back some of my favorites that have been discontinued.

Tip for consumers:
A Mix of Love and Frustration for Lush Products

Products used:
Some of their products like bath bombs, bubble bars, facial scrubs, and solid shampoos are fantastic and have become staples in my routine.

Service
Value
Shipping
Returns
Quality
Thumbnail of user shannonm1242
1 review
1 helpful vote
April 8th, 2023

I ordered my products with the understanding that they would be delivered four days ago. I am told to expect the delivery in two more days but unsure as to why I should trust that statement given the numerous misleading things I have already been told. This seems more like false advertising now that I can see so many other people have had the exact same problem. Being honest about when customers can expect their orders should not be so difficult, or so misleading.

Thumbnail of user bonb11
1 review
2 helpful votes
January 21st, 2023
Verified purchase

I am so disappointed in Lush's terrible, new rendition of our almost-cult-favorite scent, Grass.

I bought two bottles of Lush's Grass shower gel, thinking I'd share the smaller one with a friend. No way. There are no earthy, fresh cut grass notes now. What did they do...and why? I can't believe they ruined this much-anticipated comeback item.

Value
Shipping
Thumbnail of user omerki1938
1 review
1 helpful vote
October 11th, 2023

There is no place for racism in any place in the world! Shame on you!
It is not politics. You don't have to take a side.
But this is just another level! To post on your store such a sign!
Shame on you

Service
Value
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Thumbnail of user debbies1623
1 review
1 helpful vote
October 11th, 2023

Seems to be made by very cheap products. Not worth it all, I'll never buy from them again.
I advise you strongly not to as well.

Products used:
Lotion, bath bombs and lip gloss

Service
Value
Shipping
Returns
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Thumbnail of user alid180
1 review
2 helpful votes
February 2nd, 2023
Verified purchase

I used to really like lush products (particularly masks or bath bombs) but I will no longer order from them. I have a chronic illness that makes it extremely difficult to go to the stores, so I try to have the items shipped to me instead. Shipping times listed on their website are way incorrect - they list 2-8 business days, but you're more likely to get it much later. I live in a major city where delivery is typically not delayed. It's been 7 business days, and my most recent order just now left the warehouse. I just wish they were honest about shipping on their website - I would have made different purchasing choices.

Products used:
None - will not arrive in time.

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Value
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Thumbnail of user bitonelea
1 review
0 helpful votes
October 11th, 2023

An anti-Semitic society, how can we sleep peacefully after what they did in Israel, it was a pogrom, women, children we were massacred

Thumbnail of user kellyt1144
1 review
2 helpful votes
September 25th, 2023

I received a gift box from my daughter from this company. She said it was a "bath bomb box". Awesome, right? Not so much. I brought the box into my bathroom, opened it and took a yellow bar out of its package. Once I got into the tub, I placed it in the water. When it didn't dissolve right away, I was surprised. It did slowly start to dissolve. And dissolve it did, into an oily mess. I took it out within several minutes but the damage was done. I was laying in an oil slick. And I'm now seriously questioning how I am supposed to get out of the he bathtub safely as my hands are covered in this goop. It would barely wash off on my towel. I barely managed to get out and spent a long while cleaning this out of my tub.

I went out to tell my husband who was very concerned. Not only for my safety but for our sensitive septic system. We ran water for over an hour to flush it out of the pipes. I dumped the entire contents of the box into the garbage but kept the box. My granddaughter will love the pretty box.

I messaged the company, notifying them of my safety and septic concerns. I was not looking for compensation. I mentioned this was a lawsuit waiting to happen and suggested they label, what I now know was a "massage bar", not a bath bomb.

Customer Service was a joke. They wanted a picture from the tub. The bathtub I just spent a very long time cleaning. They also needed purchase verification. I had already said, I was not going to tell my daughter about this, so obviously was not going to ask for her receipt. Again, I also was not asking for compensation, just informing them to mark the packages better. I should not have to read instructions for bath bombs. Good lord. I have been using bath bombs for years.

I take half the responsibility for this mishap. Maybe this company has great products, but I will never know. I would think the owners and their legal department would be interested in this mishap and immediately put some quality controls in, and label anything that is hazardous. But I am certain my concerns haven't made it past customer service.

I have included screenshots of my discussion with customer support. I did number them if they don't load in order.

Products used:
Bath box

Service
Value
Thumbnail of user raquelkret
1 review
0 helpful votes
October 10th, 2023

I received some products as a gift. The bath bombs just felt oily. The body wash was meh. The lotions didn't do much and my skin isn't even very dry. Definitely overpriced and not worth it. I will happily go back to my Bath and Body Works products

Thumbnail of user voopnow
1 review
0 helpful votes
October 13th, 2023

Delivery time is awful and the product stinks.
I would never buy this product again
Ohh and by the way... supports terrorism

Products used:
None they all stinks with hamas terrorists smells

Service
Value
Shipping
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Quality
Thumbnail of user christinac1469
1 review
1 helpful vote
March 13th, 2023
Verified purchase

My last order arrived very badly packed. Just thrown in a box with peanuts. My order came to over $200 and with a few exceptions was all broken to dust. Customer service was prompt and very friendly. Sue immediately sent out replacements for everything damaged or broken. Received the replacement box yesterday day and it's worse. I respect their naked policy, but you simply cannot toss raw, unwrapped soaps in with crumbly bombs and packing peanuts and expect things to arrive in the condition shown on the site. As you can see, there is no way that I could give these to someone as a gift. The soaps arrived looking absolutely moldy gross. After over 20 years, I'm saying goodbye to Lush unless I happen to travel somewhere and see a physical store. The boxes were not damaged on the outside so they cannot blame FedEx for this. At this point, Lush is bordering on false advertising.

Tip for consumers:
Do not order online any “naked” products, they cannot or will not utilize proper packing for shipment. Only purchase in-store.

Products used:
It will all be used. I spent too much $ not to. I dumped all the powder and crumbs into a bag and I’ll put all of it in my bath. The problem is, they’re trying to sell high quality and ATTRACTIVE, pretty, or cool looking products but apparently company policy prevents them from properly packing anything. You cannot order things intended as gifts because everything arrives in a broken, multi-colored mess of dust. Every order I do expect at least a couple of things to be broken, but not the whole box! The replacements sent were even worse.

Service
Value
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Quality
Thumbnail of user noamalka2808
1 review
0 helpful votes
October 11th, 2023

Bad service and products, and beyond that, they are antisemitic who support terrorist organization and want to boycott Israel! Be ashamed.

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Value
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Thumbnail of user cassandras372
1 review
3 helpful votes
March 15th, 2023

I'm very disappointed, disturbed, to read that Lush has decided to NOT provide a living wage to their employees, but will allocate these funds, instead, to other projects. SHAME on you Lush. DISGRACEFUL. I will NOT buy another Lush product until this corporate decision is reversed.

Thumbnail of user dorothys659
2 reviews
0 helpful votes
May 13th, 2022

As I make my own soap and body products I have never been inclined to shop here, although I had thought about it and perused their website for a gift, but found it a bit pricey. I am now put off their company by an incident in January about a mask-exempt six year old disabled child who was kicked out of their Edmonton store, even though his parents were wearing masks and they had a doctor's letter for the child.

Service
Thumbnail of user devinl55
3 reviews
1 helpful vote
December 10th, 2020

As a Christmas gift, I ordered a candy box for a friend. Professional and friendly. Thanks to everyone at LUSH.

Thumbnail of user s22wizard
1 review
0 helpful votes
October 12th, 2023

I will no longer be doing business with lush after I saw signs of negative Israeli signs on your lush stores in miami... I hope others will do the same...they are berating Israeli attacks from. Hamas...

Thumbnail of user yasminb32
60 reviews
27 helpful votes
April 30th, 2021

Lush products definitely are 'lush'. They are very fun to buy as gifts or even to treat yourself. They have such a huge range of soaps, scents, shampoos.
I did however find the tin shampoo fairly drying to my hair but I'd be happy to try out a different one.
The brand is eco-friendly and environmentally conscious which is great! It's a great place to shop if you're looking to cut down on plastic packaging.

Thumbnail of user kimh1605
1 review
4 helpful votes
January 26th, 2023

I placed an order at the beginning of January. Called January 16 and was told by a Lush representative that the order had been sent out. It had not been sent out. It just shipped out of Canada on the 24 of January. At no point did anyone send an email or contact me that the order was delayed. In person purchases are recommended as I love these products but I will not be ordering online again. I do see that the website shows order delays now. But it did not say this when I ordered my products.

Tip for consumers:
Purchase in store only.

Products used:
Conditioners, shampoos, soaps, bath bombs

Service
Value
Shipping
Quality
Thumbnail of user ronim46
1 review
1 helpful vote
October 11th, 2023

I bought a lot of different things from them and all of them were bad for my and my friends skin!

Products used:
Almost every thing they got

Service
Value
Shipping
Quality
Thumbnail of user gianaa2
15 reviews
170 helpful votes
December 7th, 2023

I love their products! I love shower gels, they hold the fragrance very well. And the main thing is that it is a vegan product. I recommend!

Thumbnail of user aaroncnha
1 review
2 helpful votes
August 16th, 2023

I found a dead bird in my bathbomb. Never shopping at this overpriced trashy store again. This product is safe for kids?! I read reviews that this stuff is made in sweatshops. I believe it.

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