LUSH - Important News - UPDATED

sarahg1969

I'm not so keen on all the gushing "oh, poor Lush" comments on FB. Would these people be so luvvy if it had been Tesco's or Debenham's site that had been hacked?

mistymaz

I got an email from LUSH too. I rang my bank as soon as i got the email and cancelled my card (just to be safe). Luckily there hasn't been any money taken out of the account.

What annoyed me even more was LUSH didn't even apologise in the email for having are details at risk! Not one single sorry! pfft. And why it took them so long to work out they were hacked is beyond me.

pretzelnut

Many websites face several attacks a day, these hackers never give up.

Im not sure how the whole process works, but it may take a while for merchants to realise, I mean the hackers aren't going to leave a post it note saying what they've done are they?

Look how long its taken some people to realise they have had money taken from their cards. A few people have only checked their accounts because of this email. If they hadn't read it they probably wouldn't have noticed yet, if at all.

shopaholic232

I had placed an order with lush on monday using my bank card, im really worried about this and also have made payments for credit cards ect using my card so if i block the card i will be getting 12.00 charges, its not really good enough, Lush have not done much to help customers either

Rhi2

how nice of them to send me an email!(sarcasm) would have been non the wiser if i hadn't of by chance read this ! ... bloody heck! x

postingalwaysposting

Anyone who hasn't recieved an email from Lush and want to know when their last order was call 01202 668545 or e-mail[EMAIL="orders@lush.co.uk"] orders@lush.co.uk[/EMAIL]. They will be able to access your account and tell you when youu last purchased and on what card, visa/master etc and the last 4 digits.

Thanskfully I check my debit/credit card transactuions daily so I don't believe I have a problem, but I feel for those who do. It does make me feel a little more insecure about using my cards online, maybe something like a prepayment card maybe useful?

ChristinaGYoung

Issyc wrote: »

I know it was meant tongue in cheek but very inappropriate for a professional Company.

Lush have never done anything in the way of a professional company that is what makes them unique. Their customer service has been second to none for me over the time I have been a customer of theirs and this won't stop me buying again even though I have been affected.

It is explained on their official forum that they were made aware by some customer posts on xmas day on the forum and took the site down to fix the issue. When they thought it was fixed about 48 hrs later it went back up. Since then they have been monitoring it and when the hackers tried again they took the site down and made their announcements. They are working with the banks, police and other necessary people to resolve this.

I feel that they have made it abundantly clear they regret this happening and to be honest they have done a hell of a lot more than Amazon (I have actual experience of Amazon's dealing with card fraud and it is awful!) and other major companies would do. Ok so there hasn't been an actual "we are sorry" but until their investigation is finished I don't want one. I would rather have a proper, frank report of what happened with an apology when they can give it.

GemJar_2

ChristinaGYoung wrote: »

Lush have never done anything in the way of a professional company that is what makes them unique. Their customer service has been second to none for me over the time I have been a customer of theirs and this won't stop me buying again even though I have been affected.

It is explained on their official forum that they were made aware by some customer posts on xmas day on the forum and took the site down to fix the issue. When they thought it was fixed about 48 hrs later it went back up. Since then they have been monitoring it and when the hackers tried again they took the site down and made their announcements. They are working with the banks, police and other necessary people to resolve this.

I feel that they have made it abundantly clear they regret this happening and to be honest they have done a hell of a lot more than Amazon (I have actual experience of Amazon's dealing with card fraud and it is awful!) and other major companies would do. Ok so there hasn't been an actual "we are sorry" but until their investigation is finished I don't want one. I would rather have a proper, frank report of what happened with an apology when they can give it.

It seems you may work for lush, so, I have a question for you. On the website it says that you know that you are still being targeted by hackers after '24 hour security monitering', so, does that mean between 4th Oct 2010 and 20th Jan 2011 there was no security monitering in place to protect customers details? Conveniant that it was just over the christmas period.

Personally, I'm disgusted with lush and won't be buying from them again, in store, on the phone or online.

autumngirl

ChristinaGYoung wrote: »

Lush have never done anything in the way of a professional company that is what makes them unique. Their customer service has been second to none for me over the time I have been a customer of theirs and this won't stop me buying again even though I have been affected.

It is explained on their official forum that they were made aware by some customer posts on xmas day on the forum and took the site down to fix the issue. When they thought it was fixed about 48 hrs later it went back up. Since then they have been monitoring it and when the hackers tried again they took the site down and made their announcements. They are working with the banks, police and other necessary people to resolve this.

I feel that they have made it abundantly clear they regret this happening and to be honest they have done a hell of a lot more than Amazon (I have actual experience of Amazon's dealing with card fraud and it is awful!) and other major companies would do. Ok so there hasn't been an actual "we are sorry" but until their investigation is finished I don't want one. I would rather have a proper, frank report of what happened with an apology when they can give it.

It's possible to be "unique" and still operate in a professional manner, you know?!!!

I don't care how edgy, free-spirited, boundary-pushing etc a business is, if you're providing a service for paying Customers then the bottom line is that you have a duty of care to your customers and that means you should apologise properly, as soon as something goes wrong, regardless of whether or not you understand exactly what's happened. And when the poop hits the fan, a cute video is insensitive and inappropriate!

Their Facebook page certainly makes interesting reading tonight. Lots of naive people on there who are desperately trying to step in and replace the noticeably absent Lush officials.

zenseeker

Christ! It's not the companies fault that hackers got in, and it's not unusual for the problem to take weeks to come to light, hackers are a sophistcated bunch and operate silently. The Lush FB pages aren't generally managed by 'officials', the most senior people I've seen on there are mail order dept staff, who right now are somewhat busy and unable to post every 5 minutes, but they have certainly been present.

If, like me, you have been a victim, calm down, phone the bank and let the card protection do it's job. If you don't have card protection, well, this is exactly why you shouldn't use unprotected cards online, best to phone in orders as details aren't stored. I am sure that Lush will do everything they can to help, they have exceptional customer service, but that said they can only do so much.

The video is hardly offensive, just an attempt to lighten a dark situation, try a smile once in a while, won't crack your face.