Lush Fresh Handmade Cosmetics 4+

This app isn’t what I expected, however, I ended up loving it more than what I WAS expecting! I love that there are bath meditations/sound baths and that the app has transitioned to more of an “experience” app (although some may not agree with me). I can shop for my products online just fine. But I love that this app caters to your well-being and not just consumerism. Again, if I want to buy a LUSH product, I can just go to their website! This is an awesome app and I really enjoyed my latest bath listening to “Lakes”. I loved the Irish twist on it that transported me Ireland itself. So relaxing!

If I had one critique, it would be that the shopping portion is not user friendly. As someone with an IT degree, I would recommend changing the shipping tab to have a full menu of categories and more photos on the home page of the tab.

Hi there!
Thank you for this wonderful review! We're so glad that you are enjoying all of the features the app has to offer.
I will certainly pass on your suggestion over to our App Team to look into :)

Each time Lush updates its app I have to brace myself because it keeps getting worse. They’re completely focused on visual dazzle dazzle in the app and not ease of use. I’m a regular Lush customer but it’s a real drag ordering from this app. They’ve completely removed categories so now you have to know the exact product you want if you want to order it. You can’t browse by categories like face, lip, bath, body bar, perfume, etc. They even used to have a category by preferred scents (floral, green, etc) which I loved but they predictably did away with (because anything that’s convenient has to go!) Plus, I used to like to browse certain products, put it in my basket and come back to it a day or two later and it would still be there. Now it’s gone if you don’t buy it on the spot! I put multiple items in my basket which I probably would have purchased (I’ve already done several orders this way) - but I now can’t remember what I put in there and of course I certainly can’t search it by category! They also did away with a wishlist so I can’t refer to a list of my faves to keep track (because of course that would be convenient - so let’s do away with it!) I can assure the company that I’ll be doing a lot LESS ordering with this app. (And I’ve placed multiple orders at hundreds of dollars at a pop - so you’ve lost my business at least.)

Hi there. Thank you for taking the time to review the app. I'm sorry to hear you're having such a bad time with it. I will make sure this feedback is passed on to our App team.

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.

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.