Leave a Review Lush Fresh Handmade Cosmetics
New app
I dislike the new app. I cannot pull up my old orders. Apple Pay has failed and I missed out on the toil and trouble perfume. Lush has gone down hill. It makes me sad. Instead of really finding me one or sending something in compensation - they just said, oops. Sorry. Then it let me at toil & trouble perfume AGAIN to my cart. Let me check out. Only for it to be out of order?! I will never order from lush again not only for this reason but because prices have gone so far up and they’re taken lanolin out of the best of products. They’ve always sent me broken stuff. Customer care told me to reach out to stores when the perfume was an online only promotion. Obviously customer care has gone down. I’m so upset. So disappointed. The quality of the products has become more for aesthetics and less for quality - especially bath bombs. I’m so upset. I know this started as an app review but Lush has lost me as a customer. I will find dupes or something else for way cheaper and way better. Bring back the good stuff. The good bath oils that were round. Bring back more moisturizing in the bath bombs instead of fragrance and color. It’s so upsetting.Show lessdevildoll.x3
Developer Response
Hi there. Thank you for sharing your feedback about the app and our products. We're sorry to see you having this experience. We have worked a lot on the app and the experience should be much smoother now. The app runs on a different system than before so all of the old accounts couldn't come over, which is why you are not able to view old orders from the previous app and website. I will also pass your feedback on regarding our products and Customer Care support too.Not a fan of the new app
The new app is horrible it’s so complicated when it really didn’t need to be then I keep getting emails saying I get early access to exclusive products if I use the app but then those products are not on the app 😑 I would like the old app back it was much more functionalgreeeneyedbabe
Developer Response
Thank you for your feedback. This has been passed over to our app team to look intoWon’t be using the app until shopping features improve
I love Lush products and have been a customer for around ten years. The new app is visually appealing but is super difficult to actually shop. Products don’t have any descriptions, there are no categories to search for products, you can’t order to pick up in store, and the cart and wishlist are super glitchy. Sometimes I get errors and sometimes it works. My cart had 26 items and then all of a sudden it was empty. The old app with the white logo worked way better. The new app is basically useless and until the shopping experience is drastically improved, I won’t be using it at all. I wish these issues were fixed before they cut the old app off. :(Show lessthe.kuno1
Developer Response
Hi there, thank you for taking the time to share your feedback with us. We're sorry to hear you aren't enjoying the app as much as the old one. I will certainly pass over your suggestions regarding search categories and pick up in store. If you are still experiencing glitches, please email screenshots to wecare@lush.co.uk and our app team can look into them for you.Very Limited Functionality
Disappointed that I cannot use this app to shop for pick up at my local store location. The search function works very well but browsing is not user friendly because the app does not follow conventional online shopping structure.
I love lush and hope that they can give this app a decent redesign(and keep previous accounts unlike last time)Show lessfrogyerr
Developer Response
Thank you for your feedback on the new app. I'll pass this over to the app team to look into.Working now…
Didn’t work the first time I downloaded it so I deleted the app and re-installed it and now it’s working.GenerationPlaylist
Developer Response
Hi there! We're glad to hear you managed to get the app working.New App
I have had the Lush app on my phone for years, but I have deleted the new one. It is no longer user friendly and I hate that I can’t check availability in local stores.BareMusicLife
Developer Response
Thank you for your feedback. I will pass this over to our app team. We're sorry to hear you find the new app not very user friendly.Idiots
The app was broken for a few weeks (none of the pages would load) so I went to write a review. But first I decided to delete and reinstall the app, just in case that solved the problem. It solved the problem. Assuming lush updated their app, why did I have to find out this way?Psige
Developer Response
Thanks for the feedback. We recently released a brand new app which is different to the old one so this may be why you weren't aware of the new update. I will pass this feedback on for you.What happened to the old app
I literally spent a good 45 minutes trying to place an order using gift certificates and just gave up. This site is not user friendly AT ALL. I even tried using the chat to help and sat there waiting for someone to answer and nothing.
Plus all our data and orders were not transferred over to the new app.
Please bring back the old appShow lesstickledpink4u
Developer Response
Hi there. We're sorry to hear of the issues you had using the app. I have passed this feedback on to our App team.Love the products, but buggy app
Really love the convenience of being able to buy Lush products. I’ve had the app for years, but I hadn’t used it in a few months. I came back to a lot of changes. For one thing my wishlist was blank.
Second, when I tried to re-enter my info (because for some odd reason all of my personal info including my address was gone) I kept getting an error message that read “Data couldn’t be read because it isn’t in the correct format” and the error message popped it no matter what I did or changed. So I tried to log out and log back in hoping that would solve the issue but when I tried to log back in I got the SAME error message. So now I can’t get back into my Lush account on the app 🙃 it seems like there needs to be some work done to make it more intuitive and user friendly.Show lessRay_P323
Developer Response
Hi there. Thanks for taking the time to review our app. I'm sorry to hear you are experiencing these issues. If possible, can you send screenshots of the issue to customercare@lush.com and the tech team can take a look at what is going on for you.Clunky & glitchy
Hate the new app. Order history and wish list is gone. Cant pick a store to pick up my order. Only option is shipping. Can’t click the menu buttons without having to back out of wherever you are at the moment. Overall terrible experience, awful app and clunky way to add to the wish list. Please fix it. Deleting now.Show lessBunny-Ann
Developer Response
Thank you for taking the time to share your feedback. I will pass this over to our app team.
