We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Body Care

Lush Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Body Care.

Complaints

This profile includes complaints for Lush Cosmetics's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lush Cosmetics has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Lush Cosmetics

      2116 Union St San Francisco, CA 94123-4004

    • Lush Cosmetics

      240 Powell Street San Francisco, CA 94102-2206

    • Lush Cosmetics

      240 Powell St San Francisco, CA 94102-2206

    • Lush Cosmetics

      5665 Bay St. Emeryville, CA 94608

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2025

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against Lush due to their refusal to issue a full refund for a damaged order despite substantial evidence provided.
      I placed an order for bath bombs from 1/19/25 which I received on 1/25/25 . Upon opening the package, I discovered that a significant portion of the items were damaged and unsuitable for use. Within 48 hours of receiving the order, I promptly contacted the company via email three times and provided 39 photos clearly documenting the extent of the damage.

      Despite this, the company took two weeks to selectively decide what they deemed eligible for a refund rather than basing their decision on the clear evidence I provided. Their response has been unacceptable, as these items were intended as gifts, and I cannot distribute damaged products.

      I have requested a full refund and offered to return all the items, yet they have failed to resolve the issue appropriately. Given their refusal to uphold fair business practices, I am seeking BBB intervention to ensure that Lush issues a prepaid return label and refunds my purchase in full. If the matter is not resolved, I will be disputing the charge with my credit card company and escalating the complaint to the Attorney General.

      I appreciate your time in reviewing this complaint and look forward to your assistance in resolving this matter.

    • Initial Complaint

      Date:04/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I am emailing to report an issue with my order *********. My order still has not arrived, please advise;

      I have spoken with **** and they still do not want to help.

      Please advise as I would want a resolution to my issue as I have looked for it everywhere and have not found it;

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, I am emailing to follow up regarding my return with Lush Cosmetics. I have returned my merchandise, but **** refuses to refund me. I am asking for help because **** is not helping and even did not want to issue a return label at first. If I do not receive any help with my damaged item, then I will have to chargeback, as that is my only option. Please help with my issue. The number of the order P2078*7864 (the star is a 4), I just would like some help

    • Initial Complaint

      Date:09/10/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I am following up regarding my order that came last week in transit. My order came completely destroyed, and they told me that they would give me a resolution for the order when I showed them pictures of the damage. However, they are not giving me a resolution for my order which was damage, even though I sent photos of each item. I would just like a resolution because my order was destroyed entirely for this order P207847864

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have never done business with this company. Never ordered product all of a sudden the started charging my credit card. I have not received any product. I dont even recognize the website. Nor would I ever do any type of business with them. I have searched my email account and I have no emails from them. Not sure how they have my information. The credit card that the charges appeared on is not used often. My credit card company alerted me right. Away.

    Lush Cosmetics is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited 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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    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.