Current Alerts For This Business

Pattern of Complaint:

Pattern of Complaint:
As of May 14 , 2024 BBB files indicate that this business has a pattern of complaints concerning the following issues:

Product Issue:

Consumer complained that they received poor products.

The customer stated the product was not up to standards advertised by the business.

Refund / Exchange Issues:

Consumers are having trouble receiving their refunds from the company after going through their process.

The company did not clearly articulate the refund requirements and processes to the consumer for them to be aware of how and why they can or can not receive a refund.

Service Issues:

Consumers expressed being pushed to sign agreements without fully understanding the product and difficulty in canceling their agreements.

Customers expressed payment issues.

Customer Service Issues:

Consumers are experiencing no follow-up or contact from business for a long period of time.

Products and contracts aren’t explained properly to consumers at initial consultation.

Billing and Collection Issues:

Credit report corrections required due to lack of customer service.

Lack of understanding on loan products due to improper explanations.

We offered LUSH Handmade Cosmetics. the opportunity to address the above identified patterns. We did not receive their response.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
19/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had purchased several items from the company and needed to return 2 items. I initially paid for shipping for the items to be delivered. **************** says items must be sent back to ****** in order to be exchanged at my expense. The return shipping exceeds the items' costs. This is absolutely ridiculous and a terrible policy.
Business response
19/12/2024
Hi *******,

Thank you for reaching out. Weve sent you an email regarding your concern and would be happy to discuss this further. Please feel free to reply to the email or let us know if you have any additional questions.

Thanks again,
Initial Complaint
07/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order S5020357 shows it was delivered however I have not received it. **** has ignored every single email I have sent requesting help. This was a large order and I am out a lot of money and no product to show for it - its theft at this point.
Business response
08/08/2024
Hi *****,
Thank you for reaching out regarding your order. We understand your concern and are here to help.
We want to clarify that we only have record of one email from you, which we responded to promptly. Upon receiving your initial inquiry, we immediately started an investigation with *** regarding the delivery of your order.
We apologize for any frustration this situation has caused. Please know that we take these matters very seriously and are committed to resolving this for you as quickly as possible.
To ensure we have the correct information, could you please confirm the email address you used to send the previous emails?
Thank you for your patience and understanding. We will keep you updated on the progress of the investigation.
Customer response
08/08/2024

Complaint: 22107916

It was from the exact same email address, ****************************

Sincerely,

*****************
Business response
08/08/2024
Hello *****,
Thank you for confirming.
After double-checking our records we can confirm we only received one email from you regarding your lost order on August 7th.
Nonetheless, our team has responded and has initiated a lost package claim as per our policy when orders do not arrive. The lost package claim can take up to 1-8 business days once initiated. Once the lost package claim with the carrier has been completed, our team will reach out and move forward with a resolution.
Thank you,
Initial Complaint
29/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I attempted to make purchase with free shipping on the site it repeated states something went wrong. I called lush the customer Support informed me that it was an issue with my bank. I contacted the back and they confirmed there was no issue on their end. I called lush only to be told call back tomorrow with an automated voice message. I called the store about the issue and the employee hung up on me after I requested help
Business response
30/07/2024
Hi ***********,
It looks like you have reached out today and we were able to get this sorted out for you. We apologize that the previous agent handled the situation poorly and will work to ensure better handling in the future. We're sorry for the inconvenience you've experienced while attempting to make this purchase. Please let us know if you have any questions and we will be more than happy to assist!
Customer response
30/07/2024

Complaint: 22054395

I am rejecting this response because:
It took me two day to make and order and then somehow my account had to be reset. Thats beyond inconvenient.
Sincerely,

****************************
Business response
31/07/2024
Thank you for your patience, and we apologize for the inconvenience youve experienced. It seems we didnt have visibility on the payment attempts, which made it challenging to identify the issue. We appreciate you working with us to troubleshoot, and we understand how frustrating this must have been.
When you first reached out, we suggested calling back if the issue persisted, which you did. We were able to reset your account successfully, as the password reset function wasn't appearing for you. Sometimes our password emails might mistakenly end up in junk or spam folders but, weve also escalated this to our tech team to prevent future issues.
We value your feedback and are glad we could get this resolved when you spoke to an agent yesterday. If you need any further assistance, please dont hesitate to reach out.
Initial Complaint
16/02/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Current Alerts For This Business

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary