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Business Profile

Cosmetics Sales

Lush Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

Customer Complaints Summary

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

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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.

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Complaint type

  • Initial Complaint

    Date:12/30/2022

    Type:Delivery Issues
    Status:
    Answered
    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 done business with LUSH Cosmetics two times now via online orders through their website for in-person pickup at their Bridgeport store location. The first time, 2 years ago, there was no stated timeframe that the order needed to be picked ** in. However, after 3 days I reached out to the store to let them know I was delayed in picking it up and would be there to pick it ** in 2 days. At this time, the retail clerk was incredibly combative and told me that they would not hold my order for me and that it had already been canceled due to their three day hold policy (I later found out, when complaining to corporate, that it was supposed to have been FOUR days, not the three that the store canceled it after). This was the first instance in which they refused to provide an order to me, despite having already paid for the order, within the timeframe that they are required to allow. I then placed another order late evening on 12/28/22. I received a timestamped email from the store confirming my order on 12/29/22 at 10:59AM PST stating that my order was ready for pickup and would be held for FOUR DAYS before being canceled and refunded, if not picked up. However, today, 12/30/22 at 3:26AM PST (less than 24 hours from the first email), I received a follow up email that I had TWO days to pick up my order before it would be canceled. I was appalled that for the second time it would seem that the Bridgeport location was openly violating the 4 day guarantee I had been given on the LUSH website, as well as in my order confirmation from the store itself less than 24 hours prior. When I reached out to LUSH customer service, the representative I spoke with, *****, via live chat informed me that the store manager can choose to do things differently than guaranteed, and that there was no promise that they would be able to request the manager to adhere to the guarantee they had given me. There was no desire to update the guarantees to be accurate, or express any concern.

    Business Response

    Date: 01/24/2023

    Hello, 

     

    We're so sorry to here about your recent ***************.

     

    We want our customers to have a great shopping experience online and at our stores and we apologize that this wasn't the case here. 

     

    We're more than happy to look further into this for you and follow-up with you directly via email. We will reach out to you shortly.

     

    Thank you, 

     

Lush Cosmetics is NOT a BBB Accredited Business.

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