Lush Cosmetics Fashion Show Mall — Local services in Paradise

On December 24,2024, the Eve of Christmas, I endured the most horrific shopping 🛍 experience I've ever encountered at Lush Cosmetics.

DISCLAIMER: I am fully aware that not everybody is a racist or prejudice. However, I'm not an idiot and know when I'm being racially profiled.

I walked in the store, noticed the floor associates were preoccupied with assisting other customers on the floor and behind the cashregister. I walked over to the bath soaps section smelled the rainbow fragrance soap and proceeded to place it in the brown lush mini-bag. Before I could finish getting the product in the bag, a sales associate practically jumps on my back, asking me if she could take my personal belongings and put them behind the counter. I replied, "No, thank you." She immediately asked me the same question again. I replied, "I'm on a mission, no thank you." Please note there's a couple that's directly beside me with personal bags as well.

Being that my education and career background is social work, I've unfortunately developed certain traits, such as becoming overly observant of my surroundings. I watch the sales associate walk over to her lead and report back to with updates, informing her that she asked me for my belongings.

As I'm standing near the bath soaps, the team lead approaches me asking if I'm making a purchase, I confirmed yes, she retrieves the handheld card reader. I asked if there was a manager on duty I could speak to. The team lead responded, "Both of the managers on duty are on lunch, I'm the team lead, I can assist you." I expressed to the lead that, "I was made to feel very uncomfortable by the sales associate that approached me asking to take my personal belongings and hold them behind the counter."

The lead stated, "That’s a Lush Cosmetics policy." I expressed, "I've shopped at numerous Lush Cosmetics stores both locally and nationwide, never have I ever been asked for my personal belongings to be taken and held behind the cashregister." I also expressed that if it's store policy why was I the only customer to be asked that question?" "There was a couple standing directly beside me holding their personal belongings when the sales associate approached me asking for my belongings and she didn't approach them at all." I asked the team lead why was I being singled out?"

The sales associate who questioned me, was standing nearby and stated, "I didn't ask them because your bag is bigger than their's." I looked back at the team lead and expressed that I'm being racially profiled. The team lead begins yelling while talking over me, "I'm not racist, I'm not racist!" At this time other guests in the store are honing in at the team lead yelling loudly, drawing unwanted attention to the situation. I asked the team lead, "why are you yelling at me? You asked me if there a anything you could assist me with, as I'm attempting to tell you what the issue is you're aggressively yelling at me."

As the team lead is continuing to yell at me, I proceeded to walk off and headed towards the cash register station to ask another sales associate for the name of the manager and team lead. I observed the team lead go in the back office. Moments after the manager George walks out and...

Part 2 George asked what's wrong. I began to tell him about my experience, he cuts me off to tell me about a Lush Cosmetics policy that had absolutely nothing to do with my experience or what I'm attempting to convey to him. I asked George, "If that's company policy, then why was I the only person asked for my belongings to be held?" I expressed that's a form of racism and I'm uncomfortable shopping here because I'm being racially profiled.

George puts his hands in the air motioning while yelling at me, "I'm brown and I'm a person of color and I'm not racist!"

It was at this point I realized it was evident that my thoughts, feelings and experience was completely minimized and I wasn't being supported.😔 I put the product down as George continued yelling at me and expressed I don't want to make a purchase from any store that racially profiles their customers and mistreates them and left the store.

Shortly after leaving the store I realized I failed to retain the managers name which prompted me to call the store. A sales associate answered, as I requested the information she recognized me as immediately became apologetic for the situation.

I also contacted another local Lush Cosmetics store to inquire about the policy where employees are to ask if they can retrieve and hold customers' belongings while shopping. When presenting the information to Mac the assistant manager she confirmed that there is no current policy in place at any Lush Cosmetics stores where an employee is to ask for a customers belongings and hold them behind the cashregister. Additionally I them shared the experience with her and she was completely mortified. Mac Encouragement me to contact Lush Cosmetics for a formal statement.

In conclusion, I'm still disappointed and upset with this entire situation and to add insult to injury, I still don't have the products I initially went to the...

Noelle is amazing!- coming back because of her! I went into lush trying to inspire my bf to shop here, I met Noelle, she works at the store and really knows about everything in the store and she genuinely loves her job and was able to help me find the exact smells I've been Searching for! She also showed me the limited time body powder, (and I came back the next day to buy it!!!♥️) I was so happy to see Noelle there again (because she was so amazing at helping me find what I was looking for the first time and did again the second time.) Everyone there is so kind, but Noelle is very Knowledgeable with all the products and what smells can mix. It made my experience to the mall very fun, and I ended up loving all the products I got from lush and plan to get more!...