Lush Cosmetics Crossgates Mall 1 Crossgates Mall Road, Albany, NY 12203

"I rarely leave low reviews, but after being a LUSH customer for over 12 years and visiting many locations all over the country, I have to say I was really disappointed with the service at the Crossgates shop. A Saturday afternoon is likely the busiest day of the week, but this particular Saturday was not very busy and I couldn’t believe how all three reps could be so lax while working at LUSH. I’m used to LUSH reps being very attentive when customers walk in, sometimes too much so, but at this location when I walked in, the three employees gave me a glance then went back to a conversation. Eventually one came over to see if I needed anything, but immediately turned around when I said I was set. When I went to checkout, neither of the clerks knew what shampoo bar I picked up. Fortunately the one they thought I got was the same price as the one I actually got, so I didn’t say anything. However when I mentioned I had a LUSH account for points, I gave my name and spelled it multiple times and after the second misspelling they said oh well, I’m not in the system, and asked if I wanted to open an account for points…but I insisted I had an account already, and I’ve had it for years. I assume it was the manager who stopped by and said the computer system was “whacky.” Again, still offered no solution. I wasn’t in the mood to continue so I decided to forgo my points. Wasn’t offered any free samples of anything, even though the person who went before me in line got several without asking. I hate to say anything bad about LUSH locations, maybe I just caught with a bad shift on a Saturday, but I left pretty annoyed…and for all the $ I drop at LUSH, I would still really like credit for purchases."

"The staff is very friendly and knowledgeable which always makes for a positive retail experience. Kristi and Alicia did a fantastic job helping me and bouncing between each customer in the shop to make sure we were all having a pleasant shopping experience."

"There’s a curiosity I have in the store that makes me wonder how to sparkle in the bathtub."

"Terrible service. I’m a frequent Lush customer and for once I had time to go to a physical location instead of ordering online. Although I had hoped to browse to see new items, since the bath bombs are seasonal, the clerk chose to follow my partner and I around the store. Once she showed him one item she took the item to the counter, asked us if she could recommend something behind her, and when we declined she physically followed us to the register. The store was completely empty and small so the level of surveillance she kept on us could have been accomplished in a more shopper friendly way. I bought much less than I planned to because she was so desperate for us to leave. They also said they would email me a receipt (I have a Lush account, of course) but they didn’t, which means the incident will be harder to report. It was a bad and rude experience and totally different than other Lush stores I’ve been to. Update: I finally got my receipt and I was charged for 3 gift sets instead of three bars of $8 soap! I paid $66 for three bars of Honey I washed the Kids. I will be calling customer service to get a refund. Very disappointed!"

"This store is (and smells) AMAZING! Had a great experience today with my daughter! I have never seen such pretty soaps and beautiful bath bombs. The customer service from The employees Fran and Alicia was absolutely fantastic!!! I definitely will be returning."