trainee manager

store manager

sales assistant

android developer

sales associate

Lush Cosmetics

I was with Lush for over a decade and worked across many departments. As with most employees, I joined and stayed so long because of my passion for the ethics and for the friends I made along the way.

Sadly, while I was fortunate to progress quite far, cracks continued to appear for me in terms of how things operate at the very top, and I'm struggling to repair the damage that has been done.

I do have respect and admiration for the company when I look back, but something has changed in recent years, and it feels like Lush is now beyond fixing. For a company so dedicated to caring about animals and the environment, there is such little care for its people, and such a reluctance to both listen to and do anything about this kind of feedback when it’s raised. 

The manipulative treatment I was on the receiving end of for many years (from more than one manager) was unsettling, mentally exhausting, and impossible to resolve.

More than once, I was offered a promotion and pay rise which was then retracted at the last minute, with no explanation when I asked for clarity, and a refusal to back things up in writing. One time, it was even suggested that I had "imagined" my promotion to try to squash the situation. (But I was still expected to take on the extra responsibilities). Another time, moments after having my promotion retracted, I was asked to train up the person who was given a similar promotion instead, so they knew how to do the job because I “knew how to do it best”. So they’ll gladly acknowledge that I have what it takes to be in a higher role, but will give the money and the title to one of their favourites who doesn’t have the skills because their face fits more than mine. You have to laugh or you’ll cry!

Many experts in their field are ignored because less skilled people in higher positions want to assert control. However, the experts are expected to sweep up the mess at top speed when the company realises they've made a mistake and need help. But the big shot. non-experts at the top will take the credit, and will push you out of the way however possible.

I have observed gaslighting and micro-aggressions, and been bullied twice. There is no solid HR structure in place to deal with this. When you do raise an issue with whoever it's relevant to raise it with, you can sometimes risk being marked as a problem. Also, the internal Lush gossip network is inescapable and what you say in privacy is rarely confidential.  

I’ve noticed a lot of competitiveness around status and control, specifically with those who want to be closer to the top.

The entire leadership group is lacking in diversity, and is lacking the bravery to challenge some of the outrageous, out of touch things being said in their meetings.

Shop floors (through no fault of the staff working there) have lost the ability to genuinely connect with customers because they’re being forced to have multiple intense interactions with the customers while their manager ogles in the background gathering feedback. This is not good customer service. Staff should be trusted to judge for themselves whether or not someone does or doesn’t want to be spoken to and to handle it naturally, rather than desperately. 

Lots of the highest paid and most powerful people are only in those positions because they're close friends with the CEO's family, which has a knock-on effect for those beneath them. Their power complex coupled with their lack of know-how causes chronic burnout and underlying resentment for their teams.  I was medically signed off work due to burnout myself, and upon my return, I was told by Lush that I “wasn’t burned out”, and instead was just “bad at time management”  - despite me single handedly doing the work of 3 people who had just quit with no thanks or support offered.

I believe everyone who works for Lush is attracted to the company for a meaningful reason, whether it's the ethical sourcing of ingredients, their activism and campaigns or their customer service. I think Lush breaks its employee's hearts because it's so confusing to try to understand why such an ethical, uplifting and seemingly caring company on the surface can also be a poorly run, toxic, uncaring and chaotic environment behind the scenes.  Lush refuses to listen to internal critique or act on suggestions for how to do things better, instead insisting that the antidote to low morale is to “work harder and sell more products”.

As I said earlier, I do admire the company and those who built it in many ways, and am grateful for the opportunities I was given (although those opportunities were sadly not financially matched to market value and came with a lot of mind games). It pains me to write bad review, but this is where we are. I’m hoping that posting it here will stimulate good change, given that raising it personally when I worked there did nothing. 

On the surface, you’d think it’s the dream company to work for, but there’s so much more to it than that. Had I written this review around ten years ago, it would have been different, believe me. But today, the only way I can possibly describe this place is heartbreaking, infuriating and sometimes, (I know this is a strong word) abusive.

As someone who loves to learn, I thoroughly enjoyed learning the extensive background into all products. I was required to know about sourcing,  ingredients used in and benefits of the ingredients in products. Being a Sales consultant at lush meant not only building a loyal customer base but forming meaningful relationships with every customer. Every customer gets a personal shopper experience. My tasks ran from in-depth skin and hair consultations, learning the science behind skin and hair, and tailoring to the individual, campaigning on a wide range different causes, bringing brand awareness into every conversation, bringing in extensions to lush like spa, hosting children's parties and giving five-star customer experience. Think of your job role at Lush, like becoming the fairy godmother to Lush.

If you love people, have a knack for listening to the needs of your customer then you will enjoy working for Lush. The people and products are the best things about Lush.

My favourite thing about working at Lush was to be able to take the time to get to know the customer on a personal level. Pampering the customer, making them feel special, important and have them open up about life and the simple gift of listening to them is rewarding to me. I loved skin consultations because I felt that they left the store not only with a new routine but also lighter and stress-free. I loved how personal it could be. I'd say this was one of the only reasons I stayed at Lush for as long as I did. I also love the ethics and working for a vegetarian company.

My dislikes about Lush was the staff turn over, which I think states more about the management than the job. When I first started, I had the best manager, but every year there was a new one. It can be unorganised, never knowing when you will be in next (rotas went up on Sunday for Monday). Some managers spoke to you like school children, and others were very pushy with pushing sales. Most of the time, there was no managerial presence on the shop floor.

When you have been there for many many years, you pretty much understand the job expectations, and when new managers would arrive, they treat all the staff as if they (the team) are brand new and know nothing about the job. You have reviews, but they are inconsistent and pointless as they do not use what they learn from the review. I had one manager and never once received a review, and she was there for about a year, another manager told me that they are irrelevant as they prefer to judge staff on what they see for themselves. She even said she was going to shred them and to me, that was vanishing all the progress that had been documented.

Lush is big on giving positive and "constructive" criticism on your shifts, which is fine (as long as it's not 10 pieces on a 4 hour shift), but my last manager inforced a new rule that all staff members had to perform the task on each other, this to me felt like management delegating a job they should be doing. I found that it deflated staff morale, one girl got so anxious she cried as she didn't like to tell people things they could have done better as she was new herself. 

I remember a time where I was the only member of staff who had been at Lush for a lengthy time; it was Christmas (so VERY busy), I was on shift with Three other members of staff, two of those staff members had only had two other shifts prior, and it was the others first shift. The manager stayed out the back office for the entire shift; I was expected to train staff, do consultations and be on the checkout. I was not a supervisor; I was just a standard sales assistant. Again staff turn over is a problem and it takes away just how much fun Lush can be.

PROS
- the job itself // I love helping people pick out the perfect products and forming connections with them.
- staff discount // 50% off
- living wage

CONS
- management
- disorganised & at times chaotic
- Pushy Sales (I always surpassed targets, but there was still more you could have done in the eyes of the manager who lives in the office).

I'd advise going in store, sitting down and having a consultation with a staff member. Check out the store before you apply for a job there, If I still had the first manager who gave me the job, I guarantee I'd still be working there.

Role as Temporary Sales Assistant over the Christmas period required a lot of intense effort on the shop floor immediately once the contract had started. I found there to be an unfair balance of work effort between certain core members of staff who would be seen chatting amongst other colleagues on the shop floor (this was extremely discouraged for temporary staff); often allowing themselves breaks in the back of store; and generally not approaching customers or, when doing so, giving a generic greeting. 

Management in the store was very inconsistent: there was a lack of uniformity between supervisors in terms of discipline and work ethic on the shop floor. For instance, one supervisor in particular walked around critiquing temporary members of staff for things like not sticking to an assigned area of the shop floor despite there being customers else where. Compared to this, other supervisors would be joking around and talking with colleagues as opposed to interacting with customers. In terms of training, a lack thereof was more fitting in the role of Christmas Temp - ingredient and product information was learned by staff independently in their free time via the website. One attempt by a core sales assistant was given to train me on the shop floor during a weekday, but this seemed very rushed and I am unsure as to which other temporary staff received this.

The environment on the shop floor consisted of many core sales assistants with a superiority complex constantly looking down at you and monitoring you on the shop floor. Despite this being the role of management, many sales assistants approached temporary staff for not interacting with customers enough, asking how we are finding the role, telling us what to do etc. 


One major flaw of the job was the constant focus on money and profit which was pushed onto sales assistants by management. It was clear the store did not carry a genuine care for customers as they make out and instead focused on high targets such as selling the most expensive gifts and filling customers' baskets. When supervisors gave staff store updates on conversion, overall targets and average sale, this was given on the shop floor whilst customers shopped around - this was unprofessional considering they would be telling you that you need to "make the most of every customer" and focus on average sales of around £20. Although businesses need to make targets, this was not reasonable considering some customers wanted to buy one product each visit. In regards to this, the pushiness of approaches that management required us to carry out was uncomfortable and, I found, unprofessional. In some cases it helped communication flow better between those customers who wanted to engage, however it came across forced and aggressive most of the time when many customers explained how they were just browsing.
 Members of staff were constantly keeping an eye on you instead of engaging with other customers and carrying out tasks - again this was extremely uncomfortable and off-putting. They would frequently come over and ask how certain interactions went and what each customer bought instead of caring how you found the job role. If the shop floor was quiet, sales assistants would come over and tell you not to stand still and ask why you weren't approaching customers. Simply greeting customers and asking how they are doing wasn't enough; management wanted you to pester customers which is unprofessional and absolutely unnecessary, especially considering the shop floor was overly staffed each day. One sales assistant was watching my every move and sent the supervisor over to me after I had greeted and approached two sets of customers and asked why I wasn't interacting with them after they had said they were doing fine and just browsing. 


Positives included:
 -high pay of £8.75 per hour, above minimum wage, for both temporary and core staff
-50% discount
-damaged products, fresh face masks for free
-somewhat lively shop atmosphere

I started working at Lush as a Sales Assistant in April 2019, advanced to temporary supervisor in November of the same year, and was offered a permanent supervisor contract after the seasonal period. I advanced to Trainee Manager in 2022 (Lush refers to Assistant Managers as Trainee Manager, assuming you'll move on to run your own store).

There was no "typical day" in the life as a Trainee Manager in a small store with a small team (12 people, up to 24 members of staff in the seasonal period). Some days I would be solely focused on administrative duties, either on my own or working alongside my manager; other days I'd be serving customers; some days I'd be "leading the shop floor", observing consultations to offer feedback and training. Most days for me were a mix of the above duties.  On most days, it felt like there wasn't enough time to get everything done - Lush Managers & Trainees are treated as owners of their own business. Whilst this gives a lot of freedom on how and when to do things, e.g. hiring and staff scheduling, events, VM, stock & range curation, it often felt like we were constantly battling to complete things by the deadlines.  

There was always so much to learn! Regular product launches mean new ingredients and ethics to learn about. Ethical campaigns taught us about new grassroots charities aiming to "Leave the world Lusher than we found it" and encouraged us to share our passion with customers. As a Trainee Manager, you'll learn everything you need to know to run your own Lush store: stock control; financial acumen (including budget and target setting); staff hiring, scheduling and training; events planning and hosting; in-store party hosting; H&S and business administration... the list goes on! Whilst I saw this as a positive and exciting opportunity, it's by no means an easy job. Be prepared to feel overwhelmed and underprepared for your first few months in the role.

My manager was incredibly supportive in all stages of my journey at Lush - the support you'll receive from your manager is dependent on who they are as a person, how big your team is, and how busy your store is. My manager cared wholeheartedly about my personal well-being and professional development and was supportive when I required time off for surgery and burnout-related time off.  I've made life-long friends in my manager and colleagues - again, dependent on your store, but my store truly felt like a family unit. I feel so grateful to have met so many beautiful people in my 6-year journey with Lush. 

Sounds great, right? So why leave?
Whilst I'm sure some autistic individuals can and do thrive in a career with Lush, eventually it got the better of me. After I required unpaid time off for job-related autistic burnout due to long-term masking of my autistic traits and overwhelm from the never-ending list of tasks to complete, I began to dread going into work - something I never thought would happen. Whilst my team and manager were incredibly supportive, I knew I wouldn't be able to recover whilst remaining in a workplace with such great social demands.

If you're looking for a career in a customer-led retail environment and want to put the work in, I'd recommend giving it a try.

This obviously only applies to to store that i worked in, but it was miserable, i was there for about 5 months, over the Christmas period which is the busiest time of year.
The management team, very biased and had obvious favourites, they were very blunt and often unkind to the rest of us. They claimed to be supportive, caring and open but once during a rough shift at work i started crying and was taken aside by the assistant manager and told that i needed to change my attitude and that was the reason i was finding it hard.
There is also a system in place that is supposed to help everyone improve at their job, which i found to be very hurtful and unhelpful. It involves what they call 'feedback', so for every single interaction you have with any customer, you will always get pulled aside afterwards and told one good thing you did and then one bad thing (i asked it they could do it the other way around, finish on a positive note, but they said no, they had to give you the negative comment last so it would be the main thing you remembered!?) Yes this sounds simple enough, but to be honest a lot of the time it was very unfair and over the top, it was impossible to ever do right by them, there was always something wrong with everything you did, the constant criticism was soul crushing (I finished every shift feeling awful about myself and often cried on the way home). It was also often about things that really shouldn't matter, and that weren't worthy of the level of criticism they were given. All the the rules and regulations were very strict and many unnecessary.
It also bothered me that no matter what the customer said or did, you were not to leave them alone, you had to force products on them even if they obviously didn't want it. It was often very uncomfortable and embarrassing. It was also made clear that you were not to spend much time on those who looked like they didn't have the money to spend or were just in for one or two bath bombs, as it was considered a 'waste of time' and you would be actively to criticised for doing so. The aim was to spend the most time and effort on those who had the most money and were likely to buy the most. Which in my opinion is disgusting and i hated doing so. 
For example i was once showing a child (maybe 5/6 years old) a bath bomb demonstration at the sink when her mother left the shop without any explanation and then proceeded to make a phone call some distance away. Whilst the girl was alone in the shop i stayed with her and entertained her at the sinks, not wanting to just leave her by herself. After 5 or so minutes the mum came back in and took the child without buying anything or making any conversation. I was then approached by a manger and told off for 'wasting time' on someone who obviously wasn't going to buy anything, and that she 'wasn't my problem'. This was incredibly unfair as i don't think it would have been at all safe for to just let her wander around on her own, anything could have happened.
Anyway, overall it sucked, and nobody that works there stays very long, they all leave sooner or later. Thats why they are constantly recruiting. They can never get anyone to stay long enough to build up a proper team.

What is the best part of working at the company?
The people you meet everyday always makes for a different experience. You’re given high level training and they really push you to achieve what you want to achieve within the company.  They enhance your skills new and old. You get a lot of hands on experience with expectations of 5* customer service and are always pushed to do better. (In a positive way). The work environment is always friendly and you can fall in love with retail because this isn’t just retail, it’s a whole experience you’re providing people with. You get pretty amazing benefits, especially if working in a spa store. There’s always something you can get involved with behind the scenes no matter what position you hold. 

What is the most stressful part about working at the company?
You deal with a fluctuation of busy periods. When extremely busy, you hardly can have time for yourself. There’s no full time contracts for floor staff and the pay even though it’s a little bit above average, it nowhere near covers half of what we do. It doesn’t seem like everyone can progress to roles they want unless they continue to apply and apply and apply, while others stroll easily into positions despite being there less time than you have. All the usual stress of retail and rude customers (on the odd occasion of course). Most stores aren’t disabled friendly for staff or customers so that makes it hard to do your job or enjoy a trip to another store. There’s no CCTV footage so anyone can steal and we aren’t allowed to outright ask someone if they’ve taken something they shouldn’t have. We can opt to confront shop lifters ourselves or tell management but we can’t physically do anything to stop anyone from stealing or have evidence if anything major were to disappear. 

What is the work environment and culture like at the company?
From my experience, it’s pretty chill and friendly. Everyone is there to help everyone. I’ve made more friends from working at LUSH than I ever did in school/uni. The working culture can be seen as pressured but that’s because we’re working in a top performing shop on the local high street and people expect a certain level of service from us. Sometimes it feels like management have favourites and they seem to progress further in the company / receive more hours, but overall I think you’ll find things like that in most places. We have a lot of targets to meet and with the current state of living it’s just not feasible to attain.  

What is a typical day like for you at the company?
You go in, get checked in for the day (you find out what your monetary target is for the shop that day, what we’re focusing on for products/ knowledge etc, you aim to serve as many customers as you can in a seamless manner. You discuss products, demo them in the sinks, on the skin or through experience/ photos/ social media. You sit down with customers and talk and find out what they’re after. You typically will only work 4/5/7.5/8 hours a day. When you finish you get checked out, report any wastage (products you’ve used to demo) and go home.

Typical day at work would look like constant approaching customers 24/7, and approaching them a second or third time (if workers tell you to). Demoing bathbombs, shower products, skin products etc. you will get training for product knowledge.

Management are ok, the head manager is very sweet, overall upbeat and also some of the assistant managers, they gave me feedback during work which I found useful. However most of the supervisors are very passive aggressive and they had made my experience horrible. It would be the 3rd shift at the job and one of the supervisors would just communicate to me weirdly as if I’m alien, and not answer my questions clearly and make it VERY hard for me to understand them if I needed help or wanted to approach customers. It would be very clear because they would almost communicate to other workers they favourited more and when I would talk they would be straight faced and blunt. I tried to develop a work relationship with this supervisor but they just weren’t having it so I backed off and prayed that they weren’t in my other shifts to come. Another one was also very very passive aggressive and again just had quite a superiority complex, they would tell me what to do constantly, tell me to approach loudly next to customers and scare them away because then they would realise that they are being approached at and ask me not to approach them during their shop. Also telling me to approach customers when I already have and I would explain and they would respond with “oh ok” - in a very passive aggressive tone. You also get followed around the store by these supervisors and I’ve noticed that this has happened to me and another worker for no given reason at all, they take their time to come to the back of the store and ‘work’ but really they are just seeing what I’m doing with customers 24/7 and it’s quite weird and also puts a lot of pressure.All but one supervisor was amazing to me, they have helped me so much with my journey and really educated on products, helped me during the most busiest days and I really thank them, the best supervisor, even worker in the store. 

Job was stressful, I do not recommend this job to people with full time education + doing hard subjects or degrees. It’s simply just not worth having more stress. Superiority complex is out of this world and the seasonal sales assistant  can get along with other permanent workers so long as they are basically extroverted and ‘relatable’, I had to really fake it till I made it but with more effort. I’ve even had other past workers from years back come to the store and while I would talk to them, they would tell me how bad it was for them as a seasonal and it made me want to leave the job more.

The ONLY good thing about the job is the pay and discounts, maybe that’s to make up for all of the stress. 

And the worst thing is superiority complex, rude, passive aggressive supervisors that made my days of working an absolute nightmare. I would actually not recommend this job to anyone 

The living wage really glorifies what the job actually entails. I've worked at two different locations so I have mixed experiences. I started working for this company because of the strong ethical belief system they expressed which slowly went down the drain. The career and growth opportunities went along with that. It was a great place to work if you were a creative individual and each store had sectors to get involved in events, charities and social media but this died out just before the pandemic. Management lost any interest in these things (in my experience) and became solely focused on making a profit, even if it was at the expense of the retail team. HR shut down social media without care for employees that had dedicated their own personal time and efforts to it, with no apologies and a weak excuse that social media is 'toxic' and doesn't fit with Lush values. 

The work environment is temperamental and not stable if you are not a keyholder or higher up. You'll make the most money at Christmas and probably need to start looking for a second job by the time February rolls around due to the dramatic decrease in hours due to the lack of footfall which obviously is out of management's control. If this job is not the main priority in your life (schooling on the side, ect) you'll be made to feel like you're not doing enough. Incentives are awful and just free products are offered to you despite getting 50% off all year round. 

There are favourites (not rare in retail) but in my case and other former Lush employees that I know, it's made very clear to you and can cause you to feel isolated. The criticism is not fair 90% of the time, if you're just a sales assistant it'll entirely fall onto you. I'm sure the change in Lush culture caused a lot of this, as I'm sure management members that have worked there for a long time also fell out of love with the company. Staff turnover is low which can be a good indicator that the staff are happy but means any kind of promotion is highly unlikely.

You'll pick up extra work that is outside of what's expected of you in your contract and receive no gratification.  The job can be gruelling but there are also aspects that make it worth it, connections with customers and other staff members. I worked at Lush for a number of years and only recently left due to the growing tiresome of the classic cliques and lack of valuation of staff. 

If you're passionate about the ethics behind the products then this is a perk and makes the job more enjoyable. I loved working with a staff that became my friends and when I had the chance to do creative things that made everything almost worth it.  If Lush became what it was five years ago, then I'd consider going back. 


I was so disappointed that Lush is a big company. However, they treat people and the environment badly. 

First, working at the ballistic department as a part-time production assistant is a terrible job. They claim to give you a higher salary than other companies, but you need to meet the target (the target is extremely high that it doesn't match your hourly salary). If you don't hit your target, the manager will take you to the room, question you, and accuse you of not hitting it. They assume that after six weeks you can produce more than 200 bath bombs within 3 hours (waiting for instruction (they assign you a working table and every day you make different items), 15 mins break time (no paid), and reserving 20-30 mins for cleaning, so basically you can only work for 3 hours and you need to hit the target). 

Second, the department has terrible management. They don't have the same guidance. Each trainer has their own standard or way of making bath bombs, which makes new people very confused. Also, the equipment is often not well prepared, so we need to solve the problem on our own (such as no scale available, no calculator, no buckets under the table, etc.). There is even equipment available, but many of them are broken...

Third, as a production assistant, one of the job duties they have not mentioned in advance, you need to clean up the place you work, including taking out garbage, hoovering, and cleaning the floor. Basically, they ask you to do whatever you can during working hours, and some are asked to do the cleaning for the whole shift.

Fourth, they don't provide you with uniform, you need to dress yourself. However, the workplace is dusty and full of powder and glitter, and you go home with dirty clothes every day. You better have some old clothes to wear, otherwise, glitter and powder will ruin your clothes. They provide you with so-called protection, which is just a typical medical mask that doesn't block dust. Some people need to buy the 3M mask by themselves. This company really doesn't care about the health of its employees.

Lastly, their brand value doesn't include the environment. Also, because they insist the bath bomb production is handmade, they use a lot of water and generate a lot of water waste. Every time making bath bombs, production assistants need to clean the buckets and working tables, causing a lot of water waste. Management requires them to dry buckets and working tables with paper cloths, creating a lot of waste. In fact, people who buy bath bombs or create bath bombs are harming the environment and taxing the planet. 

After working here, I don't buy Lush products anymore. I don't want to buy a brand that harms the environment and exploits employees.




Proceed with caution.
Lush are a brilliant company to work for, they genuinely do make a difference to grassroots charities, small independent farmers etc and they are extremely innovative. I believe in their products and the beautiful ingredients, and when you get to help a customer and it makes a difference, it’s a wonderful feeling. 

BUT, your experience will vary vastly, depending on the management of the store. 

The Hull store is run by 2 family members & their best friends as Supervisors. 
It is not a nice environment to be in. There is a culture of bullying, micro-managing, constant belittlement and a general lack of mutual respect. They are not interested in what you can offer, it is more what you can do for them. Once something better comes along, that’s it, you’re done. 

Persistent sickness with the managers, often for long periods too - but obviously you can’t be ill. 

I feel a lot of opportunities that were available to employees were not passed onto staff, and on the very rare occasion that they were, you were made to jump through 1000 hoops to be possibly considered, with it being taken away from you in the last instance.

Late night trainings - to be expected - but honestly, they are such a pantomime at this store when they don’t need to be.
Most of the training could be done in your own time if you take your job seriously - which really, you do need to to do it any justice. 

They didn’t seem to understand that not all staff members are students / young adults with no commitments - or how inconvenient late trainings are - or especially them being last minute. (Not all of us have on tap childcare).
If it suits them, then it suits EVERYONE. Obviously. No room to move on that. 

Other stores appear to have really involved and engaged staff & management - it’s not us and them - which in a way, it should be to a point, but unfortunately this store is not one of those.
You will not be celebrated at this particular store, and if you are, there will be ulterior motive, unfortunately. 

By all means, apply and have the experience, because if you can drown out the management here, it’s a lovely job - Stressful at Xmas - and a bit repetitive - some customers zone out / shut down when you have to shove ‘Turkish rose oil’ down their throats - also note that management don’t always practise what they preach - but it’s an experience. 

I wouldn’t hesitate to go back - just absolutely not to this store. 

The interview process at this store  is usually a good indicator of what is to come.  Rigorous, but for all of the wrong reasons.

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