I’m bored and just watched Emma Blackery’s video on why she has fallen out of love with Lush, and instead of commenting on her video I decided I’d make a post with my response on my blog.
So, here it is:
I still love Lush and really enjoy buying their products – but they have definitely changed a lot (over the past 3 years particularly).
It’s still an exciting store, but is just so insanely popular now – you’d have to turn up at 10am on a Wednesday or some similar time for the store to actually be remotely calm and comfortable to go shopping around in! The staff also drive me nuts (I know that isn’t their fault) and their approach to customers has always been a problem, but has definitely become a LOT more aggressive than before.
I do still like a lot of their old – school products – like Coalface for example, but don’t honestly go in to buy any of my old time favourites that they do still sell. As a customer, I feel like I’m just constantly being bombarded with new products, so the really high quality, older products take a back seat and aren’t really noticed so much, which is really sad!
I think everybody just went a bit nuts over Lush and all at the same time, and that “boom” has really changed the company and the customer’s experience of the company. I think they just need to cut back on their releases (e.g. releasing maybe 5 new lipsticks versus FORTY, under 10 releases for each season, maybe only 10 new permanent line items each year etc,) so that old products could be discontinued at a much less noticeable rate (and so that only old products that people don’t really care about would be discontinued).
I know Lush is supposed to be an innovative company but I don’t think there is anything boring about keeping around the products that people love and that work.
I am still interested in some of their products that they sell at the moment – I’d really like to find a nice lipstick from their new range for example, but beyond that I’m personally just trying to get through my stash and only purchase anything from there either on the rare occasion that they release something that does excite me, or on the rare occasion that I run out of one of my daily Lush essentials.
I think I *could* get back into the company more passionately once I work my way through my stash entirely, but with all the new products that they are constantly releasing I do feel that it would be difficult for me to do. I’m the type of person who likes to try a bit of everything to find their ultimate favourite product from each category (shampoo, conditioner, shower gel etc,) and then to stick to that product! That’s something that’s become almost impossible to do with Lush…
For example, I had ALMOST worked my way through all of their cleansers – and now they have 6 new solid ones?! You can’t even get samples of those things, and it’s hard to truly know how something works until you take it home and really trial it.
I think to really enjoy Lush you have to be using their products religiously every single day, because otherwise you will just become overloaded with products to use up and with new products to try.
Definitely isn’t the company for a customer who’s trying to find their perfect product through trial and error and is fairly bad at consistently using products.
So, that’s what I have to say about falling out of love with Lush!
Again, I DO still love Lush, and Lush is still my favourite store by far. I’d honestly be happy if they just reduced how many new products they release at a time, and if they cut back on their amount of products by maybe 50% or so. They just have WAY too much going on!
It’s hard for a customer to become loyal and in love with and attached to a product when the product lines keeps changing. That just sends customers a very confused message.
What do you guys think about Lush? Have any of you guys fallen out of love with the company? Feel free to leave a comment on your opinions below 🙂