Lush Cosmetics White City — Attraction in London

Apparently 'trans rights' matter more than customer service

I was served at the till by someone who looked female, with black long hair, a black cap on, lots of piercings (or face gems?) and a black vest on which had a very visible ‘Trans rights now!’ badge on.

I wouldn’t have minded the badge if the service was actually good - but it wasn’t and so I’m mentioning the badge because now it feels aggressive and inappropriate.

I believe ‘black lives matter’, but am I going to be militant and wear a badge with this on my chest in a customer facing role?! Nope. Unprofessional of Lush staff to affront customers with this.

But the main issue is that I found the person serving me was very detached from the task at hand, not really providing any customer service, just robotically wrapping the soap, not at all friendly and instead passive aggressive when I wanted to double check the price, no proper eye contact, and just generally getting through the transaction like they were bored and had better things to do.

I’m a regular Lush customer (at other stores) and normally the service is so great that I end up buying loads. I think I had this in mind so again ended up buying a haul for my family as gifts … but I just found the customer service here lacking and removed from any kind of personal experience as though I was irrelevant. I also had my little one with me so expected some kindness shown towards my child at the till. But no.

At the till I found myself being super friendly and saying thank you a hundred times to make up for the fact that the person serving me just wasn’t that friendly at all … even my child was saying ‘thank you’ at the end of the transaction when really it should be the other way round… but all I remember getting was a ‘here you go’ with the individual looking the other way and then walking off.

In short the person just had a poor attitude towards customers and I don’t really know why they’re allowed to work at Lush with this bad attitude and affronting customers with their political messages.

How about some ‘customer rights now’!

I’m going to be honest that I’m not interested in revisiting this store after this experience. Who wants to be served by passive aggressive staff with a...

🔊JENNIFER APPRECIATION CENTURY 🔊

If I could, I’d give this place at least 12 stars 🌟 Wallah when I say my experience was magical I really mean it. I felt so bougie here and it’s all thanks to the angel I met - Jennifer ❤️ I’m a really nervous person in general, so I know someone is as beautiful inside, as she is on the outside when I’m actually having a conversation haha

Normally when I go to my local Lush, they’d offer to show the first item on the way into the shop. Thats why it honestly caught me off guard when she offered me a seat at the table. She then brought a paper and pen to discuss and make a note of the different scents I’m interested in. I was fasting and had 4 very heavy bags with me that day so there aren’t any words to describe how grateful I was. She then offered to even bring the items to me so I could watch my bags and actually sit for a bit 😫❤️

When it came to trying the products, she literally gave me the experience of a lifetime. She started by showing me the bath bomb I was interested in. She actually broke it in the water then mixed it for a WHILE to show what it would actually be like. For context, I’ve only ever seen my local branch shake the water for 1.3 seconds lmao.

When it came to trying the scrub, she literally took my hand, massaged it in, then rinsed my hand. She did the same for every product she brought to me. I thought this sort of experience would cost at least 1.34 million pounds?!

The best thing is, she actually knew what she was doing! I literally brought all the items she showed me especially then ones she said she loves 😌☝️

Wallah if I knew what she likes I’d literally be there today to show my appreciation. It always warms my heart when I see people with such a pure personality. My only regret was not asking to see her cat 😞

Jennifer, thank you so much for this amazing experience. May Allah bless your life and make everything easy for you. May Allah make whatever you wish to achieve easier than blinking. May Allah keep you protected and safe from every type of evil or harm. May Allah grant you the highest rank of jannatul firdous....

I had the most lovely experience today at LUSH White City! I went in hoping to buy a fragrance with the scent of Tonka, and thought I’d walk out with a handful of bath bombs as I’m usually easily distracted in a place like LUSH! As soon as I stepped into the store, the environment was instantly welcoming and comforting, and it smelled, of course, quintessentially LUSH. 🥰 I was then greeted by the über-friendly, incredibly helpful, and genuinely wonderful Cerys. Not only was she friendly, she made great personalized product recommendations based on my preferred fragrance top notes of tonka, black pepper, and vanilla. She escorted me over to the body sprays and introduced me to Twilight, which was PERFECT, and she provided some helpful tips on how to wear it “I just spritz it into my closet and it sort of perfumes everything in a really lovely way.” YES. 😍 Then we moved over to the perfume area where I was able to smell several different scents including Smell of Freedom, Vanillary, and Lord of Misrule… which was an instant winner. This is, hands down, one of my favourite fragrances I’ve ever purchased at LUSH (previously purchased Rentless in August 2021, RIP!) 😢 I was so upset because initially I was unable to find Rentless… because it was discontinued… but Cerys vowed to check the back for any remaining stock and came back with the Sample jar of the Rentless solid perfume, which I gratefully accepted whilst gushing! Cerys, you’re a superstar and the loveliest person! Thank you for all your recommendations, wonderful customer service, friendly demeanor and genuine product know-how that made for a truly unforgettable, fun and exciting LUSH experience I will recommend to all my friends and family. LUSH White City comes highly recommended by this happy Canadian in London!!!...