Lush Cosmetics San Luis Obispo — Attraction in San Luis Obispo

I didn’t ask her name but one of the staffs who is fairly “new” working at LUSH in San Luis Obispo has no sympathy for customers’ situation at all. She shouldn’t work there.

I purchased a product a while back at LUSH in San Luis Obispo and the product became moldy or extremely oily before it’s expired. I reached out to Chat Customer Support asking for exchange, however, they were unable provide the resolution as I did not have the receipt. Then I was advised to bring it to the Store for exchange instead without receipt. I was aware that the product was about to be expired. The chat support told me it’s ok to bring it to the store even after it’s expired. I specifically asked the question especially because I don’t often drive to San Luis Obispo where the store is located. If they told me to bring before it’s expired, I would have.

I brought it to the store today after few months after I communicated with the chat support and explained the situation to one of the employees. The product was being decomposed into fluid and solid parts, so it all looked watery and the amount seems to be less. Soon after she opened the container, she gave me an unpleasant look and said “I mean, this has been used. It’s almost gone” as if I was trying to be malicious.

It’s a facial hydration cream that cost me around $30, fairly inexpensive. I reported it as I felt LUSH should be aware that there is a defect product, which possibly might have had other customers affected. I would want to know if I were the business owner who sells products used for face.

Long story short, the staff whom I spoked to handled very unprofessionally and ended up saying “here, this is the replacement product. You can have it” without showing sympathy for my situation whatsoever. She pushed me to take the replacement product and left. As mentioned earlier about the quality control, it’s not the resolution I want especially she seems completely upset. So, I said to her, “You do not seem to agree with my claim at all and treats me like I am trying to get more free products” and she said “Yeah, now you seem that way”. Once she saw me I grabbed the replacement, she walked out to the back office and never returned.

When I walked to the cashier to pay other products while holding the replacement, another staff asked me what to do with the replacement product I had in my hand. I explained the situation, then she advised me no exchange is possible once the expiration date is passed as their system won’t allow them to do so, which is way more constructive reason that what the first staff said. So basically they won’t accept exchange once it’s expired, which is not what I was advised during the online chat. She also mentioned the staff I initially spoke to is fairly new to the LUSH… OK, again I am having trouble understanding why she did not even ask others for help while she was talking to me but took off without saying anything instead.

I decided not to take the replacement product, and they took the defect product that I had from me.

I love LUSH. I order online, and always buy products every time I find a store while visiting different locations (LA, SF, San Diego, etc). Staffs are always super nice and friendly. They also take really good care of my two girls ( 4 and 7 yo) and they love LUSH bath bombs because of the outstanding customer service. I really did not expected to be treated as if I am trying to cause a scene.

This is the worst experience and I hope it will be the first and last for me. I will never go to the San Luis Obispo...

My daughter and I went into Lush, it was mothers day and my birthday, we looked around for quite a while, but what is the most important thing about this visit is Susan she is a manager for Lush and a very caring person, I have never in all my year's of shopping had a sales manager take care of my daughter and myself the way she did. The product that Lush sell's can speak for itself, but she is one of a kind she listened to what we were talking about and helped us find exactly what we needed. In the end because of what I do for a living and the fact that we are moving out of state and because of who this amazing yong lady is, she has a heart and the love of what she does. As we were checking out she walks around from behind the counter and hands me a very beautiful box full of products and she is that it was for me because of the job I have that I needed to take care of myself. Susan you are an amazing person and please don't let this world change who you are.

Thank you for being such an amazing...

Lush is great but let me provide a review related to a specific employee. Caroline was really kind. I came in yesterday because I was trying to find a way to incentivize myself to take a shower/bath. My mom died a couple days ago and it's been hard to do anything. Caroline asked me how my day was, I couldn't bring myself to say why it was so bad but just that it was not good and I was hoping to find a way to encourage self care. Caroline listened to what I didn't say and showed me around the shop, describing different bath bombs and such. She wasn't over the top bubbly- instead she was soft and kind. When I was checking out she gave me a special soap with a note wishing me wellness and healing. I can't express how this small act of kindness impacted me. I was in a haze of pain and sadness- still am- but for a brief minute I got a moment of pause. Thank you for that. Caroline is a great employee and...