The Smell of Bullshit, part 31: Lush really want to sort it out, honest

Well, well, well. After months of ignoring the valid complaints on the forum, Mark Constantine has appeared in a puff of smoke (and mirrors) and said

 

Over the next few weeks I’d like us all reach a few conclusions for the individuals here. Please may I ask that if you have a personal problem that lush has not resolved you write an e-mail to steve@lush.co.uk. Please mark it forum. I’m looking for dreadful reactions as in Jo-annes case, ex employees that are still bitter over the way they have been treated or any matter that is best dealt with one to one.
What’s brought this on? Perhaps it’s a genuine desire to sort things out and make things right. I’m tempted to bring out the O RLY owl again, but I don’t like to overuse him. Perhaps he’s realised that the number of people saying they will never shop at Lush again will make a significant dent in the Christmas market and the potential market for the new book about Cosmetics to Go. Perhaps he’s fielding enquiries from journalists who’ve heard that not all is rosy. Perhaps he’s realised that getting people to email their complaints privately is better for the business than having them visible to the public all over the forum. Perhaps he’s trying to ferret out the employees and ex-employees who have given information to this blog.
I don’t know which of those reasons, if any, it is, but I would bet my Origins mega-mushroom facial lotion that it’s more about damage control than any genuine desire to put things right and make amends. Why do I say that? Well, there’s no apology. There’s no apology at all for the breathtaking rudeness he has shown towards forum users on the forum, or the way he talked about customers in private. And there’s the reference to “bitter” ex-employees, which suggests to me that he still won’t accept any responsibility for how badly people have been treated and sees the people who are unhappy as having an attitude problem rather than a genuine grievance. And what is he going to do for ex-employees anyway? They are ex-employees. They’re not his employees any more. My advice to all of the employees and ex-employees who have complaints about the way Lush treats them is to ignore that post from Mark. I don’t believe he means well by it. If you still work for Lush and you have a problem, join USDAW and get help in dealing with it. If you’re an ex-employee and you feel there are still matters related to your Lush employment which could be resolved, do it properly with union and/or legal help. Don’t take Mark’s remarks today at face value; protect yourselves.
As for customer grumbles – Lush already have a customer care section, and a customer care section on the forum. If using those hasn’t made things better, what difference will emailing Steve make? It seems to me that this isn’t motivated by any real desire for change, it’s just about getting things out of the open and hidden from the world. If anyone does decide to email Lush as a result of this, you are welcome to copy the email to this blog (southside socialist at hotmail dot co dot uk) and you are welcome to copy us into any response you receive. We will publish unless you ask us not to, and of course we publish anonymously unless permission is given to use a name.
Further eye-opening reading – this thread, which includes this picture of the reaction one woman’s little boy had to a Lush product (picture used with the kind permission of his mother)
Photo of a little boy's reaction to Lush Fun

Reaction to Fun

Further things to think about – why Noriko soap is back, when it’s never sold well in the UK.
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3 thoughts on “The Smell of Bullshit, part 31: Lush really want to sort it out, honest

  1. What a wanker. Seriously. He has said some stupid things in the past but today shows the pinnacle of his idiocy. Coming out with

    “I do realise that no one else at lush has the motivation or courage to clean up”

    That really boils my piss. There were forum staff members who did JUST that and their efforts were never realised or appreciated. Then they vanished. I hope they have gone onto bigger and better things, you never deserved them.

    Constantine, you are an utter utter wanker. I believe you treat people like disposable diapers – cover them in shit then throw them on the garbage heap to rot and fester. You have no idea about the negative impact you make with your disregard for people. You have an attitude of “I’m all right Jack”. (How apt, on so many levels). Well shame on you. And then you said this:

    “Please may I ask that if you have a personal problem that lush has not resolved you write an e-mail to steve@lush.co.uk. Please mark it forum. I’m looking for dreadful reactions as in Jo-annes case, ex employees that are still bitter over the way they have been treated or any matter that is best dealt with one to one.”

    (abridged)

    They’re ‘bitter’? Well think about the part you play in that. I think you promise them the world, then throw them away when you get bored of them. It’s how you treated your loyal forum customers, why would staff be any different? And it’s interesting that you say with regard to ex-employees “over the way they have been treated” – is that an admission of something?

    Mark Constantine, you are beneath contempt and I think you are a vile human being. Good luck with your conscience, because one day you may just wake up and realise that all your smoke and mirrors will not even fool you any more.

  2. Grey wheelie bin, you are spot on, as usual.

    As a ‘bitter ex employee’ (tho not bitter at all, just sad I was treated so badly by such a ‘caring’ company) I can tell you that I already wrote to Mark to convey my thoughts about what happened to me and to ask for feedback as to how an individual could be treated so appallingly by his staff and company but, as was the case when I worked there for 7 years, I was totally ignored.

    Once again he is taking no responsibility for anything. If you are in charge the buck lies with you. If things go wrong in a company you have created it is ultimately your responsibility.

    I love the ‘if you have a personal problem – ie one that Mark should know about – email steve@lush’ (someone at head office) and he can read through everything, all the hurt that people have suffered at the hands of the products and the people they worked with, pass the emails around so everyone can have a good laugh and then only pass on what he thinks is relevant. So most of it won’t even reach Mark anyway.

    You are truly a wanker Mark, and to think I once thought you were one of the most inspirational people I had ever met. What a deluded fool I was!

  3. Pingback: The Smell of Bullshit, part 38: plus ça change, plus c’est la même chose | Mitherings from Morningside

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