Lush Cosmetics Newbury Street — Local services in Boston

1st Clarifying Point: Lush's product line is amazing! Buy it religiously. Service is USUALLY is top notch as well. HOWEVER, THIS location (since they moved here from down the street) is lacking in the service dept.

I asked questions but the team members were short in answers and not very engaging. Usually, you are happy to be lulled into a chat that will upsell the heck out of you. Trust me, it hurts so good to leave smelling so great. Giggle just NOT here because they... just... aren't... interested.

I gave up and waited in the checkout line patiently to ask if they had two sets ($50 each), they agreed to get them from the back. I stepped aside because it looked like they were going to get it. Instead, they left me to wait 20minutes while they cashed out other people! I checked back in and another 10ish minutes later I only get 1 of the sets because they had other customers. You mean, unlike me? The girl TRYING to spend $100+ in this place who can't get cashed out? How much of a sale does it take to be taken seriously? She asked if I didn't mind waiting while they get the other one... Wait? What?! You me like the last time? I cashed out with the one they had and gave up on restocking on some of my favs (which was close to $70 in additional product).

I do not, I repeat DO NOT have this experience at other Lush stores... ever. Even when they were up the street it was different BUT it also looked like new staff too. I was so disappointed to be treated like this at this one. Store loss $130+ because they couldn't be...

A much-delayed review, but one I couldn’t skip because one amazing staff member completely turned my day around.

I was walking down Newbury Street with 0 intention of shopping at Lush. It was my last day in the U.S. after living in Boston for five years, and I was incredibly stressed and not in the right headspace at all. But when I spotted that the Lord of Misrule soap was back, I decided to pop in for a quick impulse buy.

That’s when I met Nani.

From the moment she approached me, her kindness and warmth were undeniable. I asked if I could get a couple of samples, and she went above and beyond, not only taking the time to figure out what would work best for my skin, but also offering gentle encouragement and genuine care in the process.

That brief interaction with Nani completely changed the trajectory of my day.

I’m writing this to let the Lush team on Newbury Street know how lucky they are to have such a wonderful, compassionate person on their staff. I truly hope Nani is recognized and appreciated, because she made a lasting impact on me.

Thank you, Nani! You ended my five-year Boston chapter with warmth and a smile I didn’t expect to...

Came to return a couple items, then bought a bath bomb (value less than what I return). The associate who check me out with my bath bomb was super nice. She even gifted me another bath bomb. Totally made my day.

The associate who did my return prior to purchase, however, was mean. She tried to get me do an exchange, and I basically explained to her I didn’t plan to buy anything with equal amount of return value today. When she saw the other associate gifted me the bath bomb, as soon as I turned around, she walked up to her co-worker and asked if I was gifted something. She then told her co-worker that I came for a return. As to I should not be gifted anything because I came to return.

Been a Lush customer for ages and spent thousands of dollars on Lush throughout. Each order has been no less than $300 everytime. I didn’t think I would experience something like...