Lush Cosmetics Westfarms Mall — Local services in Farmington

I had a really negative experience dealing with this store.

The staff is not clear online return policies and doesn’t work well with customer care. The staff did not listen to what I was saying and though I came in prepared, the staff wasn’t—and it resulted in a huge hassle and waste of my time. I won’t shop at this store again. The store responded to my review with generic excuses, but the truth is, the only reason I got a refund from customer care was because I called them myself, 3 TIMES. If there is a problem with "the system", they should have let me know that before I left the store without my refund and a receipt, and furthermore, a manager should have been more involved with the entire transaction. I still have the voicemail from associate, Princess, stating that I needed to come back to the store (over an hour away from were I live!) to get a refund for the products I had already returned. In the future, if I plan on treating myself to $200 of perfume, I will do it at a shop that actually treats its customers...

I gave you 5 stars because I love lush. But this is my least favorite location. I travel for over an hour to visit and it seems to be the least friendly, least helpful location. Girls usually gather behind the register, talking to each other or on their phones. nobody ever walks up and asks if we need any help. I have a lot of questions and seems like no one is ever around... and when I do call for help it's like I'm bothering them. I said excuse me across the store and the girl just looked up and wasn't even trying to walk over until i said umm could you come over. I needed samples and had to bring stuff to the register myself 🤣since no one was helping out. Just very different from any other location where I'm amazed how helpful people are. Maybe something to work on and adress. It was like 3 different times I went and felt the...

I came into the store the other day to get a bath bomb. Originally that was all I was going to get so the second I walked in there I grabbed the bomb that I wanted and put it in the little bag that they provide. I looked around the store and decided to take a look at the bubble bars. I walked over by them and I swear the girl by the register sprinted over by the door and just stood right next to me. she didn't say a word or ask if i needed help she just stood there. It made me very uncomfortable. I didn't realize I looked like the type of person to steal a $4 bath bomb. It's not my fault that you guys put the bubble bars by the door. It sucks this was the only lush near me but I wont be coming back. I guess I'll just have to shop online or find another place to...