Leave a Review Lush Fresh Handmade Cosmetics
Shockingly bad
The Lush “black” app (especially compared to the former “white” app) is shockingly bad. I find it extremely difficult to navigate, items and collections are not put in straightforward groupings, and you just end up randomly scrolling hoping to find what you need. There is a search function but you don’t always know what you are looking for or the system doesn’t guide you well.
It is very unusable and frankly I’m disappointed that they removed the other app as it worked well. I’m also confused why they removed the ability to have a signed in account, save your favorite products, or easily find products in the “new” category. I guess I’ll be moving to exclusively using the website at this point, which is a shame considering they had a nice workable app already. I’m also concerned that with these changes they will decide to make similar switch-ups to the website - at which point I’d likely stop all online shopping. That would be loss of at least 1 larger order a month. I know I’m not alone in this thinking.Show lessHmfischy
Developer Response
Hi there! Thank you for the feedback on the app. User Accounts are coming very soon to the North American app so keep your eyes out for a future update for that. I will also pass on your feedback regarding the User Experience as our app team are always looking at ways to improve the app. Thanks again for taking the time to share your feedback.Old one was superior
Awful compared to the old version. Categories are missing, so if you don’t know exactly what you’re looking for, good luck. I used to enjoy browsing and buying. Not anymore. Very sleek app, looks good, not user-friendly or functional.FrustratedBathbomb
Developer Response
Hi there, thank you for your feedback! We're always looking to improve the user experience of our app so I will pass this on to our App team to look into.Unable to select pick up/ship
Visually pleasing app but drawbacks are can’t create favorites list, can’t select store location or pick up vs shipping, doesn’t show number of items in stock at location (so yesterday an item was in stock every size on older app, today I clinked on every size and simply got ‘system error’ instead of out of stock or select in stock at a store nearby or online option), and the shopping cart empties after a few hours…(but I can’t create a list of favorites or “save for later”, so I have to start over each time), I haven’t gotten to the checkout yet to see the ease of functionality yet. I’m a huge fan of Lush so I hope they work out the bugs of this App.Show lessTikihi
Developer Response
Hi there! Thank you for take the time to review our app. I'll certainly pass this feedback over to the App team to look intoAesthetic look but hard to shop
The app looks great and is pleasing to scroll around on but there’s no way to shop categories or new products without searching for the exact product. There’s also no way (that I’ve found) to choose to pick up in a store. You have to go to the lush website. It’s just an overall disappointment from the old lush app.Show lessUr fave student!!
Change is not beneficial
I enjoyed using the previous app, where it listed all the different categories and then you could see all the options for face, body, hair, etc. Now you have to specifically know what you are looking for. Also where did the log in go to save my information instead of checking out as a guest? Not liking the new app so far :(Show lessJ2005M
Long time customer, why would I check out as guest?
I’m sorry Lush but you’re really off the mark in this app. The basic need of this app is to have shopping that I can easily complete, which I was able to do with the other app (white icon), very simply and not have to remember logins, or retype my address etc and payment details. You are literally introducing friction to purchasing with this app which will have impact on your revenue. There’s no point producing a bunch of content that is primary demands stimulation, if you don’t make it easy for people to actually purchase the product from their phone.
Having two apps where you get rid of the one that was working fine, smacks of having ‘big company-itis’ and shipping pet projects, instead of doing the right thing for customers and your bottom line.
My experience as a long time customer who loves Lush products and ethos has been tainted because I have had numerous problems with the kitchen subscription box (not being able to change my address after I moved - multiple months of issues), so that is another commerce system fail, and now this app issue means I will just spend less with you. Thanks - it’s been wild.Show lessNatural Dodecagon
Developer Response
Hi there, Thank you for your feedback. We are making improvements to this app and your feedback will help our app team do this. If you have any specific examples of the App issues you've been facing, please email them with screenshots to wecare@lush.co.uk and one of our team can pass it over to our App team.A LUSH dud.
This app is worse than its predecessor which admittedly worked out decently well enough— you can’t browse through LUSH products and have to know what you want in order to search for it. Removing categories of products (bath/shower/body/face/fragrance) in lieu of a “naked product scanner” means we can no longer shop with ease. This is a far cry from a pleasant shopping experience, let alone feeling luxury.
I would love to know why LUSH makes it more difficult for customers to want to remain customers, and this new app is a reflection of that.Show lessTaudet3791
Developer Response
Hi there, thank you for your feedback. We are always looking to improve our user experience on the app so I will certainly pass this over to our app team to look at.Packaging needs to be better
I mainly get the Lush products for my daughters. Only complaint is I wish there packaging was a little better. I do very large orders for them on their birthdays and Christmas so I get very disappointed when the bath bombs come broken up and crumbled in the box. It happens often, more then one item too. And the closest store option is over 2 hours away. Otherwise they love Lush product.Show lessLater Date
Developer Response
Hi there, thanks for the review! I'm sorry to hear you've had some issues with your orders. Please contact our Customer Care team and they can take a look into that for you.Too buggy to function
I'm disappointed in this app, especially because they seem to have earlier access to new products and stuff. As others have mentioned, the lack of categories to look through makes browsing the product catalog nearly impossible. I also am having an issue where after going to one of the categories off the main page (with the "Shop the Collection" button), and then after returning to the main page, the button to go to any other category doesn't work at all. You have to restart the app, which clears your cart, which is another issue. I would love a wishlist option as well, especially if the cart won't remember things you put in it for any amount of time. Please make this functional!!Show lessbeedav94
Developer Response
Hi there, thank you for your feedback on the app. I'm sorry to hear you're having issues with the navigation and the Shop Collection button stops working after you return to the home page. I will pass this feedback onto our App team so they can take a look.No menu and pointless scrolling??
Why is there no hamburger menu? I want to be able to look at all the bath bombs. Not only shop by collections. I feel like I’m missing out on products and nothing is accessible compared to the previous app experience. I’d also like to be able to log in and see my account info like previous purchases etc. shopping by category is important to me enjoying my shopping experience. Hoping for a major update soon.Show lesschloe20189
Developer Response
Hi there, thank you for the feedback. User Accounts are coming soon to the North American app :D I will pass on your feedback to our App Team regarding the navigation.
