Lush.com Customer Service Issues

I have spent over an hour on the phone with your customer care team explaining my dissatisfaction with my recent order. The items I received were damaged and broken. The spray bottles leaked due to improper closure, resulting in damage to most of my bath bombs. I have already taken photos and sent them in for review. Despite this, I was asked to send back the damaged items or provide better pictures, which I find frustrating after already investing so much time into this issue. This $[redacted] order means a lot to me, and I expect better service. I would like a refund or replacement for the damaged products without having to jump through additional hoops. This is the second time Lush has made a mistake with my order, and I am extremely disappointed. I hope this matter can be resolved without further inconvenience on my part.

I recently received my online order from Lush and was disappointed to find that one of the bottles, the Pmum Rain Body Spray, had leaked out completely. This caused all the bath bombs and other products to be ruined. As someone who relies on online shopping due to being homebound, I am inconvenienced by this issue. This is the second time I have had problems with my online orders from Lush despite being a repeat customer. I am requesting credit for this order and would like to have all the items replaced without the expectation of me returning them unless UPS can collect them from my location. The situation is unacceptable, and the customer service provided has been subpar. I have photos of the wet box and products for reference.

During my recent visit to the Lush store on Magazine Street in New Orleans with my daughter, I was disappointed by the lack of warm welcome we received upon entering. Despite there being only three other customers in the store, we were not approached by any staff. Even though I worked at Lush in the past and appreciate their products and service, we were left unattended in the skincare section. I felt ignored, especially when an employee named Laura walked by us multiple times without acknowledging us. Despite only purchasing one item, I raised my concerns with the gentleman at the counter, who incorrectly claimed he had greeted us. This lack of attention to customers, regardless of race, was disheartening. I hope the store addresses these service issues promptly to ensure all customers receive the exceptional service Lush is known for.

Today, I experienced issues while trying to purchase items on sale that did not reflect the 50% discount. As I proceeded to check out, the 50% off items were selling out quickly despite showing available stock. Interestingly, all the discounted items sold out, leaving only full-priced items in my order. When I entered my credit card details, everything in my cart that was on sale was suddenly out of stock. I did not intend to buy items at full price, as I look forward to this annual sale by Lush. This year, something went wrong, and I feel disappointed as a customer. I usually don't have luck finding items in-store after they sell out online. I see online that there might be a restock, but I'm unsure if that will happen.