Poor Quality, High Prices, Bad Service (Lush)

Member Name: xiaying

Product:	Lush
Date:	05/03/03 (146 review reads)
Rating:

Advantages: There are None

Disadvantages: Poor Quality Control, Increases Prices Yearly, Terrible Customer Service

The service at Lush has deteriorated exponentially since I became a customer, seven years ago. During that time, they have increased their prices on some products over 200% and their customer service has declined proportionally. For example, some skin creams have gone from being $9.95 to $19.95 in three short years! What's more, the packaging has decreased in size, so that you get less and pay more. Their quality control also is inconsistent: for example, creams vary in texture, smell and effectiveness across different batches: I ordered one face cream that was so disgusting, I ended up throwing it away, and at $29.95 for 50ml, it wasn't cheap. As for the bath bombs, I've had some that have literally sunk to the bottom and not dissolved! Of course, why bother complaining when they never respond to complaints?
They also offer "free gifts" for orders totalling a certain amount, and yet they do not actually send them. I complained about one such incident, (after placing consecutive monthly orders totalling $75) and was told they could no longer fulfill that request. Their coupons for free items also do not seem to work. And their response to any requests is silence, even for such small things as being added to a mailing list (both myself and my sister experienced this).
Furthermore, if you are unlucky enough to require them to SHIP your products, your final bill will be increased by 25%, which is really ridiculous, especially considering that it takes two or more weeks for the cheapest rate (this is the one that adds up to 25% to your bill). So, for example, if you spend $60 US on products, they tack on another $20 US for shipping alone!.
Finally, they are the only retailer that seems to think it's okay to charge your card without ever letting you know--I've requested confirmation emails before and of no avail. Apparently, being "funky" and selling to Madonna is a good trade for being snooty at the st
ore, offering terrible online service and overall just being arrogant. They aren't the only game in town, and there are so many other stores that are HAPPY to receive customers' patronage. I never shop at Lush anymore. I would try Basin.com or BlissofVenice.com, companies with the same products that are happy to serve you, and cheaper, to boot.

Summary: