Not so "Lush"

dizzyb23

Sorry if someone else has posted the same thing but Lush have been messing customers around recently.
I put in a large order over Xmas and have only just received my order or should I say a couple of items. The rest of it has failed to materialise. The communications from Lush UK has been awful.

It appears that i'm not the only one this has happened to either. I have emailed Lush directly for a full explanation and hopefully a refund. I certainly won't be buying online again.

brokeinyorkshire

I ordered from them at Christmas and received my order with no problems.

marliepanda

I guess by over Christmas you mean the mean the insane boxing day sale they're still working through...

thespiderspeed

brokeinyorkshire wrote: »

I ordered from them at Christmas and received my order with no problems.

You are very lucky then. I placed an order in the Boxing Day Sale and have just received it yesterday.

Their Boxing Day Sale was plagued with problems on the day, as the website kept crashing. To place an order you had to keep refreshing the screen and if you received an order number, then had a several hour wait until you got your confirmation email and you knew it had gone through correctly.

Lush were slow to respond to people over the issues and there have been many complaints/queries on their facebook page about orders.

When people complained that their orders was still "processing" after nearly 2 weeks, the reply was a generic response "we received an unprecedented number of orders and are working our way through it". No indication of when to expect your order.

In the end they sent out a generic email explaining that due to the computer issues, it allowed people to order products that were no longer in stock and instead of cancelling they were remaking the out of stock products. Which let's face it whilst a nice decision, if they had cancelled everyone's order, it would have been an customer/business disaster.

I've finally got my order yesterday, the box had ripped apart and had been taped back together. Packaging contents was still falling out, so I am lucky that I got my full order.

Whilst I was happy to wait for my items, I think the whole situation was rather pathetic and I don't think I will order online anymore.