The popular cosmetics retailer, Lush, is facing a wave of customer dissatisfaction due to significant delivery delays following its post-Christmas sale. Many customers who placed orders during the sale, anticipating discounted prices on Lush’s best-selling products, are still awaiting their deliveries, some for up to two weeks. Social media platforms have become a forum for customer complaints, with individuals expressing frustration over the lack of communication and the extended wait times. Some customers report having placed multiple orders without receiving confirmation or updates, while others have experienced issues with order numbers and unresponsive customer service. The widespread nature of the delays suggests a significant backlog in Lush’s fulfillment process.
Lush attributes the delivery delays to a confluence of factors, primarily an overwhelming surge in orders during the post-Christmas sale combined with disruptions to distribution networks caused by adverse weather conditions. The company emphasizes that its orders are hand-picked, packed, and dispatched, a process that, while contributing to the brand’s artisanal image, can be susceptible to delays under high-demand situations. Lush acknowledges the backlog and assures customers that its teams are working diligently to fulfill all outstanding orders as quickly as possible. While the company has committed to delivering all orders, it has been unable to provide a concrete timeline for delivery or a return to normal service.
This is not the first time Lush has encountered difficulties managing the high volume of orders during its annual post-Christmas sale. Last year, the company experienced a website crash that resulted in payments being processed for orders that could not be fulfilled. The resulting influx of customer complaints led to the temporary closure of Lush’s online chat and customer service helpline. Ultimately, Lush issued refunds and goodwill gift vouchers to affected customers as a gesture of apology. This recurring issue raises concerns about Lush’s ability to effectively scale its operations to meet the increased demand during peak sales periods.
Customers facing delivery delays have several options for recourse. If an order does not arrive by the agreed-upon date, or within 30 days if no specific date was selected, customers can file a claim against the retailer for a refund. Consumers also possess a 14-day cooling-off period during which they can cancel online or phone orders and receive a refund, regardless of whether there is an issue with the product. This right, however, does not apply to personalized items or electronic items where the packaging seal has been broken. It’s important to note that refunds for cancelled orders may only cover the cost of the cheapest delivery option, even if the customer initially paid for expedited shipping.
In cases of damaged goods, the retailer bears the responsibility of issuing a refund. To protect themselves, customers are advised to note “not examined” when signing for deliveries, especially if a thorough inspection isn’t immediately possible. Paying by credit card offers additional protection under the Consumer Rights Act, specifically Section 75, which can assist in reclaiming funds for faulty or undelivered goods. Debit card users can potentially utilize chargeback, a process that allows the bank to reverse a payment if there’s a problem with the transaction, such as non-delivery.
Despite the current delivery issues, Lush offers several avenues for savings. These include a reward program through the Lush app, free standard delivery for orders over £50, and a delivery pass for unlimited standard delivery for a year (though environmental considerations should be weighed). The “Bring It Back” scheme allows customers to exchange five clean, empty Lush black pots for a free fresh face mask. Additionally, Lush periodically holds sales, including the post-Christmas sale and the Freshness Sale, offering discounts on various products. Purchasing “naked” (packaging-free) products can also be more economical in the long run. Finally, subscribing to Lush’s email list provides updates on sales, new products, and other promotions.
