Customer Service- Something to write about! (Lush in general)

Name: ukusa

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Product:	Lush in general
Date:	08/04/05 (321 review reads)
Rating:

Advantages: Quick, Friendly service

Disadvantages: none

When it comes to customer service, I feel that sometimes people in general feel as if they really don’t have a right to complain if things are off a bit. I find this is true with a lot of my British friends. If something goes wrong, they always say, “Ukusa will sort it out! She knows how because she is American!” I always groan inwardly, smile and say, “Oh, sure. What’s the problem?” Eventually, the problem is sorted out. Sometimes, it just takes me opening my mouth and my southern American accent come out and they don’t really understand me and agree to anything and everything I want!

So, as you can see I do value customer service. I deal with LUSH about every two months. My lovely husband will take me there to stock up on whatever my little heart desires and he tucks in a few things for himself.

We have shopped a LUSH stores across England and even one in Canada and have found that the customer service has always been outstanding. The sales people were always eager to help in anyway. If you wanted to know more about a product, they could explain. If you wanted an item for a certain reason, they had a suggestion. Do you want labels on things? Yep, done quick and easy and no fuss. They have always been friendly and with a smile- Even during the Christmas rush!

Well, when we came back last weekend with a load of LUSH items I was a happy camper and so was my husband as he had bagged his favourite shower gel “Narcotick”! But, to his surprise, he noticed that the bottle had been double labelled. Now, I know that is not a real problem as far as problems go. However, one label was in English and the other in Italian. He was also a bit concerned that it didn’t look like the last batch he had gotten.

It was then that I decided to write the following email on Wednesday evening. I used their email address from the LUSH.com website.

To Whom It May Concern:

First, I would like to tell you that I really love your products. As a matter of fact, both my husband and I make our way to the Leeds Lush store about every 2 months to stock up on our bathing needs. We love the smells and appreciate that the items are hand made.

However, I did want to tell you about our most recent trip to the Leeds Lush store. We had made a large purchase of assorted bath bombs, bubble bath bars, soaps and shower gels. My husband picked up a bottle of his favourite shower gel, Narcotic. He didn't take the time to smell in the store because he has used it for over a year. However, once getting home and putting away the items he noticed that the bottle was doubled labelled. He decided to pull away first the little green sticker by the person who "made" it and then the top label that said "Narcotic". Underneath these labels was two similar labels. But, these were not in English and the large label said "Illegale". Upon opening the gel and taking a smell, my husband realised that it didn't smell the same.

I am a bit concerned about this. Why was the bottle "relabelled"? It is not the easiest for us to make our way into Leeds for a few weeks yet and my husband has decided to go ahead and use the product. If it had been others, they would have been VERY upset with the relabel and mislabel.

I felt that I should bring this practice to your attention if you did not know about it before or to warn you to be more careful to relabel correctly.

Regards,

UKUSA

On Thursday morning I received this email from LUSH.

Dear Ukusa

Thank you for your email. We are pleased to hear what a fan of Lush you and your husband are. However we are very sorry to learn that you have been anything less than fully satisfied with your recent purchase of our 'Narcotick' shower gel. Please accept our apologies for any disappointment experienced.

We would like to assure you that we do not have a policy of relabeling. Our products are hand made here in Poole and then labeled (by hand) for whichever country they are being distributed. We have notified the manufacturing site of your experience. It may just of been human error and will do our best to make certain the same situation does not reoccur.

With regards the difference in smell. As the products are made by hand there may be variations from batch to batch. However it should not affect the quality of the product. If you have any of the batch details please advise so we may check a bottle from the same batch and pass the information onto our Head Formulator.

Thank you for taking the time to write and for bringing this matter to our attention. All customer feedback is taken very seriously and will be held on file for future reference and to form part of our continuous product monitoring procedure. We do hope this experience does not put you off using Lush in the future. For this reason and as a gesture of goodwill we have sent a replacement bottle of 'Narcotick' which we are sure you will enjoy using.

regards

Lady from Lush

WOW, I was shocked at the quickness of the return of the email. I really liked that the email was a personal email and not a form letter. It was helpful, informative and I get another bottle of shower gel which will make my husband happy. Now that is what I call customer service!

Companies want to know the good and bad about their service. It is great to review products on here but sometimes we just need to let them know how we feel as well!

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