Lush Cosmetics Highland Village

Reviews

• AM

  Angeliqué Sky Muñiz

  Aug 27, 2026
  1.0
  I don’t know if it’s because I came on a bad day, but a worker, who I believe to be the manager was rude. Her coworkers seemed to be hostile, and when I asked for help, the lady in a headscarf told me to wait and never came back for assistance. I love Lush, but this makes me not want to come back to this specific store.
• MB

  Mary Bell

  Aug 13, 2026
  1.0
  I’ve been shopping at Lush for a long time and have always been familiar with the brand, its products, and the overall experience I’ve come to expect when shopping there. Unfortunately, my most recent experience was extremely disappointing, particularly because of the customer service I received. I came into the store because I was genuinely interested in trying a particular product before committing to purchasing it. I asked for a sample, as I have done when shopping at Lush previously, but the employee did not provide me with a proper sample of the product I specifically asked for. Instead, I was given an extremely small amount that was not an appropriate sample and did not allow me to actually try the product properly or determine whether it was something I wanted to purchase. What made the situation even more frustrating was the way the employee communicated with me. The customer service came across as rude, dismissive, and unnecessarily difficult. Rather than making the shopping experience pleasant or simply explaining the actual store policies, I was told things that did not appear to be accurate regarding what I could and could not do as a customer. For example, I was told that I could not check out without using my rewards program, which is not my understanding of how the program works. I was also told that I could not receive a sample of a product I wanted to try unless I tried the product in the store first. Again, this is not consistent with my previous experiences shopping at Lush or my understanding of the company’s sampling practices. I have been a loyal Lush customer for a long time, so I found it especially disappointing to have an employee present these things as strict rules rather than properly assisting me. If these are not actually Lush policies, then this is a serious training issue. Employees should be properly educated on the company’s policies and procedures before communicating rules to customers, particularly when those rules directly affect the customer’s ability to shop, receive samples, use rewards, or make purchasing decisions. Customers should not have to argue with an employee or question whether they are being given accurate information when they are simply trying to purchase products. If there are specific policies regarding samples or the rewards program, they should be clearly communicated and consistently enforced. If there aren’t, employees should not be making up rules or presenting personal preferences as company policy. At that point, I was so frustrated by the interaction that I simply purchased the items I had already decided to buy and left. I did not feel comfortable continuing to shop or asking questions because the interaction had already become unnecessarily unpleasant. What is particularly disappointing is that this could have been such a simple interaction. I was interested in a product, wanted to try it before purchasing it, and expected basic customer service and accurate information. Instead, I left feeling dismissed and frustrated. I hope management takes this feedback seriously and uses it as an opportunity to properly educate and train employees on Lush’s policies, procedures, rewards program, and sampling practices. Customer service matters, especially for a brand that relies so heavily on customers being excited about and discovering its products. I have continued shopping at Lush for years because I genuinely like the products, but experiences like this make me reconsider where I spend my money. I should not have to question whether an employee is giving me accurate information or deal with unnecessary attitude when I’m simply trying to shop. This was one of the worst customer service experiences I’ve had at Lush, and unfortunately, it completely overshadowed the fact that I otherwise enjoy the brand.
• JB

  Jamie Mayden (The Turd Buckets)

  Jul 27, 2026
  5.0
  Absolutely loved this store. Everything smells so good.I love the quality ingredients.And the staff was so friendly and helpful!! Going above and beyond, to answer all of our questions.
• AC

  Ashley Cadjew

  Jul 3, 2026
  5.0
  The staff were all lovely, friendly, and helpful.
• M

  mika !

  Jun 4, 2026
  5.0
  Best lush location i’ve been to! thank you so much Starr and Robert for your excellent customer service!!! I had purchased a couple items, spent some time looking around and they gave me samples and a gift! I will definitely be back at this location🫶🫶🫶

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