Lush Cosmetics Bay Street — Attraction in Emeryville

Hesitating to give this place any lower because we already lost the Lush at Fisherman’s Wharf 🪦.

This is my backup Lush. I go there when my local store is soldout. I used to buy both Kitchen boxes here when they were carried in-store and had a generally positive experience with the team. Not the case at all today.

Idk who was working the night of 11/6 but your zones/circles of energy were a -12. I’m the person who comes in to buy an entire range at a time bc I love Lush that much. I called ahead asking if they could assemble a basket for me (this location is weird for saying no when every other Lush does it). Did not even mention click&collect online as an option.

I arrive: they don’t demo or show me anything. Little evidence of Product Knowledge. I’m left basically to fend for myself. Ask if I have all a range (they say yes). They stay at the counter instead of walking around to show me stuff :/. Bc their bath bombs are so disorganized I would have missed out on 3-4 cute Halloween ones.

The selection at the store is v limited (no special fresh face masks, no valkyries, no Worry Monster, or red maple lip jelly). The baskets dirty w bath bomb dust. The counters scuffed and scratchy. When I was trying to check out an employee inhaled one of my snow fairy scrubees 🤮 so I returned it. Please do that with a tester but not something I was hoping to use all over. Then another employee leaned over my stuff and did this weird “huh” cough/wheeze thing 🤢. The susty girl in me usually loves the naked packaging. But this was too much so I put another ruined snow fairy scrubee back. 💔 They clearly did not want me to live my lushest life.

Not a single ROAK or sample offered. There was one other person there and they treated me like they were so inconvenienced and rushed when they acknowledged me at all.

The SF or Valley Fair Lushes...

If I could rate it 10 stars I would!! Absolutely incredible customer service and products as well! I was so excited to be shopping at Lush yesterday last night (2-15-2023) that I did not remember their names, but one of the ladies has beautiful wavy red hair and the other had pretty ravenous black hair and both treated me like I was shopping in London as a wealthy private guest! I was treated very kindly, considerately, lovingly, and the best products were suggested for me based on real authentic recommendations, they provide great sample, they just treated me perfectly and I can honestly say this has been my best shopping experience to date! I really appreciated the unexpected samples and will be going back to purchase the full sizes of them as they smell and are very lovely. Thank you so much!! I love Lush and all the talent that they hire because these customer service reps are all about the customers and provide an experience that cannot be matched. It was very easy to spend my cash here and I felt honored to do so. I purchased a lot of products, literally everything smells lovely, and I will be going back to purchase even more products just to have this amazing experience all over again. Thank you ladies for your excellence, you've got me back hooked on Lush! Lushing for...

I had a really rough week at work last week things were very busy and chaotic. I stopped at the lush store on Bay Street one night when it was raining and Amy helped me out and gave me great customer service without smothering me and giving me too much attention. She gave me great recommendations and noticed the scent profiles I liked then told me about upcoming mother's Day products that would match that profile. She was kind, thoughtful, and very helpful, I don't know what she's being paid but she should be paid more because she has great customer service skills! She also never misgendered me even though she didn't know that I used they/them pronouns. I appreciate that type of attention to detail.

It's interactions like this that make me want to come back to this location specifically. While I don't remember the names of other people I've interacted with at this location before, I do remember that great customer service without being overly attentive has been something I consistently noticed. Amy also gave me a sample of the deep sleep massage bar that was similar to some of the products I was getting. I ended up loving it and plan to buy more when my sample runs out. I can see why she's the store manager she does...