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Lush Brilliant customer service

They are already famous for it but thought Id share my experience.

I bought a pot of lemony Flutter cuticle butter which looked like it had not settled well or was maybe contaminated. I emailed CS for advice because it may have just been the avocado oil settling on the surface.

The next day I got a really lovely email from them asking for me to post it to them and they would examine it, replace it, and give me a freebie to cover my postage.

This morning I recieved a nice big parcel with my new perfect lemony Flutter, Olive branch shower gel, a bath ballistic and a huge chunk of soap! All wrapped up as only lush do, in brown paper, string and sealing wax. The packer had even drawn a heart on the box.

I love that flippin company!:j
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Comments

  • Awww, how lovely. Lush ARE lush!! :D
  • bottomsup
    bottomsup Posts: 108 Forumite
    I had a similar experience with a bath bubble bar that had mould on it - I rang them and they were lovely. I sent it back and they agreed it was a bit of mould, sent me a replacement with some lovely freebies.
    I rang back to let them know I had received it and to lodge a call praising them for their great customer service.
  • cyclingyorkie
    cyclingyorkie Posts: 4,234 Forumite
    1,000 Posts Combo Breaker
    really pleased for you!

    My only moan about Lush was that they haven't accepted my daughter for her work experience - and she was desperate to go there! Floods of tears last night!
    :jFlylady and proud of it:j
  • I love Lush!

    Our local one has had to put a big (very ploite!) notice in the window saying there are no job opps and they don't accept CVs - apparently they are beseiged by people wanting to work there!
  • really pleased for you!

    My only moan about Lush was that they haven't accepted my daughter for her work experience - and she was desperate to go there! Floods of tears last night!I love Lush!

    Our local one has had to put a big (very ploite!) notice in the window saying there are no job opps and they don't accept CVs - apparently they are beseiged by people wanting to work there!



    Thanks for the Heads up. My 5 and 6 year olds want to be Lush ladies when they grow up. Better prepare them for disapointment. :rotfl:
  • Wish I'd got a response like that to my complaint - a bath bomb stained my bath and I didn't even get an acknowledgement let alone an apology :(
  • Hwyl1956
    Hwyl1956 Posts: 16 Forumite
    Thanks for the Heads up. My 5 and 6 year olds want to be Lush ladies when they grow up. Better prepare them for disapointment. :rotfl:

    Even better, encourage them to start their *own* Lush! :j

    The owner Mark Constantine had gut-wrenching failure with his first company Cosmetics to Go, but later started Lush which eventually got him a re-start in his first love, perfumes/cosmetics, called Be Never Too Busy To Be Beautiful.

    I love Lush too but sometimes get sick of the proselytising.... though they are the only company I know of who suspend their delivery charges at Chrimbo... yayy Lush!
    'Beauty fades; dumb is forever.' - Judge Judy Sheindlin:rotfl:
  • Halloway
    Halloway Posts: 1,612 Forumite
    Am I the only one who thinks their products are horrendously over-priced?
  • Claire_Bear
    Claire_Bear Posts: 1,372 Forumite
    They are expensive, but I think they're worth the money as an occasional treat. I've tried cheap bath bombs for instance which were OK for everyday use, but you feel nice and pampered and special with Lush stuff. I love birthdays and Christmas because I get loads of the stuff as presents :j
    D'you know, in 900 years of space and time, I've never met anyone who wasn't important
    The Doctor
    Taste The Rainbow :heartsmil
  • hummingb
    hummingb Posts: 15 Forumite
    Wish I'd got a response like that to my complaint - a bath bomb stained my bath and I didn't even get an acknowledgement let alone an apology :(

    I know how you feel, I emailed them once and never got a reply.

    I think my email might of gone in there spam folder or something!
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