Update : New Review and update on 1/3/13 on the Lush in Indianapolis Indiana. Please read Lush Update.
Lush Fresh Handmade Cosmetics has some of the best beauty and bath products in the industry, carrying some of my favorite products; I write about them often. My toes were tingling in early December, waiting for the opening of their newest Indianapolis store, in the Fashion Mall at Keystone.
Having shopped at numerous Lush stores, visions of favorites danced in my head. The bath bombs are incredible and a true treat. The caramel and toffee fizz of Vanilla Fountain, Sex Bomb and Fizzbanger with Apple Cinnamon were all waiting down the mall hallway. My list was headed up by Oatfix fresh face mask with banana for my dry skin; then I added a few more goodies.
I walked in smiling, but the store was almost empty. Only a few things in stock, and nothing on my happy list. I walked around and read the labels holding the empty places of things that had once existed. Understanding they just opened, I assumed they were low on stock or “something.” I walked down to Nordstrom café for some caffeine encouragement.
One week later, cold weather was coming and I really needed a Fizzbanger for a warm bath. Off to the Simon Mall with a smile — only to be disappointed again. No product. Really? The plates were empty and windows were bare. Customers were complaining about the lack of product. How can a company run like this?
So today I went back for round three. A firm believer in never giving up, I especially never give up on my favorites… and again the store was bare.My happy meter had run out. I asked to speak with a manager and found out they don’t have one. “Really, are you sure no one is in charge?” Well, this could explain a few things; just saying.
The young lady who talked with me was a “key holder” (some kind of super-employee) and I explained my three visits and no products. Apparently they have had a “hard time” getting deliveries and the company has not been sending things in as needed. She was expecting product at 5pm; it was already 7pm and nothing had arrived.
She was very nice and put me on a product “waiting list.” That’s a long list of people in hope of getting some product at Lush in Indianapolis. I too am now listed: Robyne, Bath Bombs, and a number to call. Getting a bath bomb is like winning the lottery unless I order online. But then, why would they need the stores?
They are losing money and disappointing customers . We consumers have a choice in where and with whom we spend our money. This is true more than ever in this soft economy where many stores are willing to provide incentives.
Lush has disappointed Indianapolis. I saw about 60 people on the list and met many others who wanted to spend their money on Lush products.So, instead of enjoying a Friends With Benefits Massage Bar (a chocolate and marigold bath bar) on this snowy Friday night, I am writing a sad review of what I once considered to be a great company with super service.