There are some highly overrated products but there are some gems too.
I've been their customer for about 7 years; quite a loyal one, there's a bunch of products I always buy when I run out and there are other things I purchase as treats when I have some extra cash. I shop in Lush UK.
1. Customer service - I'm a regular customer at my local store and the manager recognises me, we always have good chats about products but he realises I know my stuff and doesn't try to push me to try or buy stuff I wouldn't like. The guy before him though, always tried to sell me weird stuff like strange-smalling solid deodorants even though I was already a regular back then and would always mostly buy skincare and bath things. Maybe the changed the policy over the time. I know though that some of my friends go to the same branch and do experience a full-on pushy service so maybe my example is just an exception.
2. Tried and tested products I buy:
Ultrabland face cleanser. I have a dry skin so a creamy cleansing balm leaves my skin clean but soft and moisturised.
Handy Gurugu hand cream. It's rich, made with lovely butters and oils. I use it on my hands, rub into the cuticles and also use as a night treatment for my feet. I've purchased countless pots of it, always repurchase for myself and buy as presents for family and friends. Even boyfriend likes to use it.
Fresh face masks. They're not everyones cup of tea, I get that, but I like to always have one in my fridge. Also, because I'm a regular, I always manage to collect a few empty pots (you can exchange 5 washed black tubs for a free face mask) so I don't have to spend physical money on them. My favourite one is the Oatifix, I sometimes get Ayesha, and every time I manage to go to the Oxford St branch in London I get Man in the Mushroom Mask which is gorgeous. Also like Don't Look at Me (a bit more exfoliating) and the Dark Prince (also exfoliating and cleansing, only available in Oxford St store).
3. Every now and then:
Bath products. Their prices went right up over the years, some of bath bombs (ballistics, whichever you want to call them) are £3.95 or 4.95 even - that's a lot for a one-off treat me thinks! I don't tend to try and break them down into smaller bits and get a few uses out of them, like some of you described. If I decide to use one, I want the full experience. I also find some of the more seasonal products, like the Xmas ones, are less packed with essentail oils and other ingredients so the baths are weaker in colour and don't smell as much as I would like them too. Not really a great value for money then, are they?
I quite like the bubble bars though, they're usually more concentrated and depending on size, you can get 3-4 baths out of each if you cut them in smaller pieces.
Hair products. I like some of the treatments and masks, but you have to use quite a lot for each treatment and my hair is quite long so I often only get about 3 uses out of a pot. Solid shampoos, good for travelling, they're nicely scented and cleanse the hair rather well. However most of them contain Sodium Lauryl Sulfate, which is quite strong and stripping detergent (also used in washing-up liquids) which can be very drying the scalp. That's why I wouldn't use a shampoo bar everytime I wash my hair, I only use it every 3-4 washes so it helps me avoid product build-up on my hair and scalp. For every day shampoo I use something less scented and with more gentle detergents.
On the topic of Sodium Lauryl Sulfate, quite some of the Lush shower gels also contain it, that's why I only buy them in Xmas sale, because if I'm buying something that contains it I'd rather not overpay and any showergel form let's say Boots has it too. One of Lush most popular product, Snow Fairy, it's mostly Sodium Lauryl Sulfate and and some synthetic fragrance - dunno know what is the fuss all about. Some of the gels have also slightly gentler detergents which I believe counteract the stripping Sodium Lauryl Sulfate a bit but why not go further and try and use only gentle ones? The gels a pricey enough so I feel like as customers we deserve better ingredients.
Solid soap - I buy them just to wash hands. I try to avoid byuing liquid hand washes and having to throw away an empty bottle every two weeks. Lush soaps have just a little paper as the packaging so they're better for the environment.
I also buy the scrubs, lip scrubs, body moisturisers, shower creams, shaving smoothies every once in a while but can live without them or use cheaper products from a pharmacy.
Hope it's not too long of a post and would be happy to answer any Lush questions if there are any