Trust Score 75/100 · 6 sources · 27,896 reviews · updated 16 Oct 2026
Lush reviews
In short
Is Lush legit?
Lush ratings split sharply by source. The App Store shows 4.7 from 20,261 ratings and the Oxford Street spa listing on Google shows 4.7 from 5,132 reviews. Google Play shows 2.23 from 2,278 reviews (58% one star), Trustpilot 2.6 from only 14 reviews, and Sitejabber 3.01 from 201 reviews. Customers praise the products and shop staff, and most complaints are about the app.
Trust Score 75/100 from 27,896 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 27,896
As of 16 Oct 2026 · How we score
AI summary
Lush ratings split sharply by source. The App Store shows 4.7 from 20,261 ratings and the Oxford Street spa listing on Google shows 4.7 from 5,132 reviews. Google Play shows 2.23 from 2,278 reviews (58% one star), Trustpilot 2.6 from only 14 reviews, and Sitejabber 3.01 from 201 reviews. Customers praise the products and shop staff, and most complaints are about the app.
- Customers report loving the products, especially the scents, bath bombs, shampoo bars and face masks. Many describe long-term loyalty. Trustpilot
- Shop staff are described as friendly, knowledgeable and generous with samples. 6 of the 10 reviews.io reviews are five star, and many mention in-store service. Sitejabber
- The Lush Spa on Oxford Street scores 4.7 from 5,132 Google reviews, with 84% giving five stars. Customers describe the treatments as relaxing and unhurried. This is a store listing, not the online shop. Google
- Some customers with sensitive skin say the products do not irritate. Others value the ethical, natural and cruelty free approach. App Store
- Several customers report fast shipping and well packed orders, including fragile bath bombs arriving intact. Trustpilot
- The app is the biggest complaint. Customers report freezing at payment, failed sign-in, lost carts and wishlists, slow loading and confusing navigation. On Google Play, 1,321 of 2,278 reviews (58%) are one star. Google Play
- Apple Pay, Google Pay and other payment methods are reported as failing in the app. Some customers say this has gone on for a long time. App Store
- Rewards, joining discounts and the in-store QR code are reported as not working. Customers say the app discount promised on the website or in store did not appear. Google Play
- Some customers report damaged or poorly wrapped items, late delivery or missing orders. The reports include a broken advent calendar and bath bombs left in heavy rain. Trustpilot
- A few reviews say products are too expensive or the scents too strong. Several one-star reviews, mostly on Sitejabber, object to the brand's political stance rather than to products or service. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.6 / 5 | 14 | 16 Oct 2026 |
| App Store | 4.7 / 5 | 20,261 | 16 Oct 2026 |
| Google Play | 2.2 / 5 | 2,278 | 16 Oct 2026 |
| 4.7 / 5 | 5,132 | 16 Oct 2026 | |
| Sitejabber | 3.0 / 5 | 201 | 16 Oct 2026 |
| Reviews.io | 3.8 / 5 | 10 | 16 Oct 2026 |
Delivery, returns
and support
How is Lush delivery?
Reviews give no clear delivery times. Some customers report fast shipping and good packaging. Others report slow delivery, parcels left in the rain, a lost order, a missing product and tracking that never updated. One customer said an order went to the wrong address and the in-app support link errored.
How do Lush returns work?
Data on returns is thin. One Sitejabber customer says they were asked to post back a damaged advent calendar at their own expense. One Trustpilot customer got a quick refund for a missing item. An App Store reviewer says they were told to return and repurchase to get missing in-store points.
How is Lush customer support?
Experience is mixed. Shop staff are widely praised. Online, some customers report friendly replies and quick refunds, while others report unanswered emails or a customer service link in the app that errors or shows a page not found.
How is Lush quality?
Product quality is mostly praised, including scent, skin feel and gentleness. Complaints include products that arrive broken or unwrapped, scents that are too strong, a shampoo bar that dried hair, a bath bomb that turned hair pink, and some sellers' claims of cheap products. A few call products expensive.
What customers say
about Lush
The ingredients are so fresh and do not irritate like other bath bombs, for those of us, whose bodies are more sensitive. The smells are all so good.
won't let me pay, returns vague error about the page not working for secure checkout.
All the bath bombs and bubble bars are not wrapped and they bounce around each box they come in, chipping and breaking.
I wrote to customer service and I got a very friendly reply and a quick refund.
The music, fragrances and heated bed made it such an all round pampering experience. 100% recommend.
I love shopping in Lush, the staff in the shops are always happy to help and talk through the products.
Questions about
Lush
Is Lush legit?
Customers describe Lush as a real brand with genuine products. One Sitejabber reviewer notes original products without counterfeits. Ratings differ by source: 4.7 on the App Store from 20,261 ratings, 3.01 on Sitejabber and 2.6 on Trustpilot from only 14 reviews. Most complaints concern the app, not product authenticity.
How long does Lush delivery take?
Reviews give no firm delivery times. Some customers report fast shipping, while others report delays, lost orders or tracking that never updated.
Can I return Lush products?
The reviews say little about return policy. One customer was asked to post back a damaged advent calendar at their own cost. Another got a quick refund for a missing item. Check Lush's own return terms before buying.
Does Lush reply to bad reviews?
Rarely. The reply rate is 9.1% on Google Play and 0% on Trustpilot, Google, Sitejabber and reviews.io. Google Play replies come from the app team and promise fixes or tickets.
Is the Lush app any good?
Opinions are split. The App Store shows 4.7 from 20,261 ratings, but Google Play shows 2.23 with 58% one star. Customers like wishlists, points and filters. Many report freezing at checkout, failed sign-in, Apple Pay problems and rewards that do not work. Some say the website is the better option.
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