Lush Cosmetics Union Square N.Y. — Local services in New York

Dear Helen Ambrosen,

I hope this message finds you well and in good spirits. I wanted to take a moment to share some detailed feedback and recognition for three outstanding members of your staff at the 14th Street Union Square location in New York City.

Stephanie is truly an exceptional individual. She radiates warmth, professionalism, and confidence. Her style is impeccable and unique, but more importantly, her presence brings a sense of calm, peace, and joy to those around her. She is extremely knowledgeable about your products and takes the time to carefully listen to customers, ensuring her recommendations are thoughtful and tailored to their needs.

What stands out most is her leadership. I have observed the way she interacts with colleagues, and it is clear she leads by example—with patience, respect, and care. She connects with customers on a deeper level by personalizing their experience, often sharing authentic stories that make her relatable and approachable. As someone with a background in Human Resources/Recruiting, I believe that team members like Stephanie are rare and invaluable. I hope she is recognized and celebrated within the LUSH organization for the positivity and professionalism she consistently brings.

Lucas - I had the pleasure of meeting Lucas a week before my birthday on August 17. From the moment I entered the store, he provided a warm, professional, and uplifting experience. His mannerisms and customer service skills immediately stood out. He reintroduced me to existing products, explained the new product line, and even offered one of the best hand scrubs and massages I’ve ever received in-store.

Beyond product knowledge, Lucas has a natural ability to make customers feel seen and appreciated. On that particular day, his thoughtful compliments and genuine interactions lifted my spirits tremendously. We also had a meaningful conversation about sustainability, education, and travel—topics that reflect both his professionalism and his depth as a person. Lucas represents the brand exceptionally well, and I hope he is recognized for his outstanding customer engagement.

Karely - I met her on August 28th, and I was so impressed to learn that it was only her fifth day on the job. Her professionalism and warmth made her seem like a seasoned team member. Carly has a bright personality, a welcoming smile, and an eagerness to help that instantly put me at ease. She confidently guided me through a product trial, offered thoughtful recommendations, and provided excellent service.

We also had a wonderful conversation about career goals and personal interests, which made the interaction feel authentic and personable. I even noticed her attention to detail while wrapping products—her skill and care were remarkable. Carly is a natural talent and a true gem. In these early days of her employment, I hope she receives encouragement, recognition, and the support she needs to thrive.

I want to take a moment to also thank you, as an organization, for creating a safe, welcoming environment. Returning to New York City after several years abroad has been challenging, and the city often feels overwhelming. However, visiting this store has been a source of comfort and positivity. Your team consistently provides not only excellent customer service but also a space where customers can feel seen, valued, and cared for.

Please extend my gratitude and recognition to Stephanie, Lucas, and Carly for their extraordinary service. Their professionalism, warmth, and dedication reflect beautifully on your brand.

Thank you again for all that you do, and I wish you and your team a wonderful weekend.

Warm...

Since similar experiences have happened three times and none changes have been made after communicating with on-site staff and online customer support, I’m afraid I’d say this is one of the worst Lush stores I’ve ever been to during my 8 year’s shopping with Lush all over the world:

1. Whichever Lush store I’ve been to, even if there’s no customer in the store, all the staff members either re-allocating the shelves or checking inventory. And whenever they see me coming into the store, at least one of them would happily greet me and ask me how I am doing and is there anything they could help. Not this one at the Union Square; at least once in the last two months when I stepped into the store, I saw people on their phones and they just let me look around without saying anything. As a long time shopper, I may not need much help for sure but I always appreciate the warm and welcoming atmosphere. That’s not how I feel at the Union Square location;

2. Whenever I ask about products, whether it’s about ingredients, quantity in stock or when something will be released, all the other Lush staff members may not always know the answer, but they always reply with something like, “I’m not sure but let me double check…” Not at this location. I was asking about the Sponge Bob collaboration and the special paper bags the other day and the male staff member just shrugged and said “I don’t know.” Whatever I was looking for was however on his back and took me no time to locate them when the male staff member walked away;

3. I don’t know about Lush’s detailed sample distribution policy. But again, while I always for one or two samples, all the other stores are always happy to accommodate. Some of them are even happy to give me up to five without me asking for them. The Union Square location though, only allows one and one at a time. When asked, they never want to specify whether that’s the corporate, region or the store policy;

4. Although it’s not a real membership program, Lush records customers’ contact information and purchase history. Receipts can be sent electronically via the system too. When I provide my contact information at the Union Square location though, the staff members were like, that’s useless.

Although there are some staff members (eg. two amazing and passionate black ladies) at this location, this Union Square is way below the Lush standards I’m used to. When I first encountered this, I thought it’s a NYC thing but after visiting locations at Herald Square, Upper West Side and Columbus Circle, I realize that this is the Union Square thing. With their products’ increasing price and decreasing quality, it’s saddening to see amazing locations like Philadelphia and Herald Square location have to be closed down while Union Square location continues to exist. I’m not sure but I suspect the sub-par services I’ve got here is because I’m not white. No matter how long it’s gonna take, I’ll start shopping at other...

I am writing this in regards to my overall experience at the Lush store.

I have been using the same moisturizer for over 5 years by Lush. The moisturizer is great It is the only product that I use as I find that all the other products the brand has,soaps lotions etc, though they smell good and are aesthetically pleasing, they are not suitable for my skin.

However I will no longer continue to shop at Lush because I have been profiled and now mistreated on my last 3 visits. The union sq location used to be my go to as it is the closest to my home. However since the store crossed the street to a new location I have not felt comfortable shopping there. I have been followed and watched. I feel as if I am being profiled.

If you are wondering, yes I am a black. Im not sure what the change has been in the company or maybe at this location specifically but now its is very problematic for me to shop there.

I went there today and this time I brought my family with me because some had either been there once and wanted to fo again and others had not been at all. There was a personnel at this location with blond hair and she was most rude. She did not acknowledge me when I had questions on the behalf of those who I was with. Then this where it gets even more problematic, when it was time to check out of the store she slammed yes slammed my card on the table even though I gave it to her in her hand. She was well aware that I handed my card to her and when I waited for her to pick it up and hand it to me she deliberately slid my card across the counter closer to me for me to pick it up. Even my younger sibling asked me if “did that lady have an attitude?”

This is not first, second or third time that I have felt discriminated while shopping at Lush but it will be the last as I wont be returning. I have heard of other people of color , black people talking about these experiences because when people ask me what I use on my skin I would mention my moisturizer. And I have heard about unpleasant shopping experiences.

This is unfortunate because this store is all over New York City and in such a diverse city where there are all walks of life I should be treated just as fairly with decency as the next person. I will have to search for a new product.

It is safe to say I will not be returning...