Lush Customer Service.

I encountered a little problem while trying to review the Ma Bar for you all… it came out smelling like citrus and flowers!! Since it’s supposed to be a chocolate toffee scented bubble bar I was quite disappointed, and sent an e-mail to Lush asking if there was anything they could do for me.
I received what was very obviously a reply to my PERSONAL e-mail, not a form letter, which read thusly:
“Hi Caro,
Thank you for writing to us! I’m so sorry for the long delay in hearing from us. We’re experiencing very high volumes at the moment, and I do apologize for the long wait to hear back.
As for the Ma Bar from the Art of Bathing gift set, I have heard in some cases that some of the bath products will absorb fragrances of other items in gift sets since we only use minimal packaging in the sets. It sounds like what may have occurred was that the Ma Bar took on some of the floral scents of other bath products in the set in this case. I’m very sorry for the disappointment! I’d be happy to send you a fresh Ma Bar out if you would like? Would it be ok to send it to the same address as your recent order? Please let me know and I’d be glad to take care of that right away.
Thanks again and I look forward to hearing from you!
Kind regards,
Megan
Customer Care Representative”
Yes, I had to wait about 4 days for a response. The point is, this is personalized customer service, and they politely and promptly made things right. I can’t wait for the Ma Bar to come in! Thanks, Megan at customer service!