I give this company 5 stars with the quality of the cotton candy-it is absolutely delicious, which is why I kept ordering from them even after all the issues.
I was so happy to find this company as I love cotton candy but I do not love artificial food coloring, and they offer dye free. I first ordered from Lush Cotton Candy on 8/25/23. After not hearing anything from them, I emailed them to cancel the order and refund me on 9/3/23. The next day I received an apologetic email from Valerie Richey (the CEO) stating she was busy with a local fair and a refund. I tried again and ordered from them on 11/9/23. On 11/13/23, I decided to be proactive and email them asking them about a shipping date since I had not heard anything (again). I received a response the next day saying it would be shipped tomorrow (15th). On 11/16/23 I checked the tracking number and it did not work, it said the number was incorrect. Luckily I did receive the order on 11/18/23 and it was very delicious! So much so that I did another order on 11/20/23. I received an email on 11/29/23 stating the order was on the way. (I had decided to just wait it out considering it was the Holidays, I did not expect it to be quick). On 12/4/23 I still had not received the order so I checked the tracking and it said a label for the order had been created but the item had not been received for shipping. I emailed asking about the order and explaining what the tracking had said. I never received a response, but I got the order on 12/7/23. Delicious again. Whenever you make an order, they send you a promo code for a future purchase, I had not used them so far, but on 12/11/23 I placed an order and used the promo code which was for "buy 2, get 1 free". I ordered 2 bags each of my favorite flavors I had tried. So, 6 bags total. It was $41.31, including $13 in shipping (crazy considering it weighs nothing-it's cotton candy) and $13 off with my promo. On 12/17/23 I got an email saying my shipment was on the way. It showed 2 of each flavor had been shipped. I received the order on 12/20/23 and it was missing 3 bags. I only received 1 each of each flavor. I emailed them that day with screenshots of my order, the shipping email and a picture of what was in the box. Valerie emailed me back that day apologizing and saying it was her mistake and she would ship the rest of my order the next day (12/21/23). I told her no worries and I love her cotton candy. On 12/22/23 I had heard nothing so I reached out again asking her not to forget me (I had hoped to get the order before Christmas). I received no response. I emailed again on 12/28/23 asking about the order and Valerie apologized again and blamed it on her staff, saying she had asked someone else to take care of it and "good help is so hard to find"...she asked if I still wanted the order or a refund. 2 of the 3 bags I was owed were free (from the promo) and I wanted to order so I told her I looked forward to receiving the order. I heard nothing back. I emailed again on 1/3/24 and asked about the order (again). On 1/5/24 I received a response from Valerie stating "I will look into it and get a back to you this afternoon." Okay. I reminded her (again) about the circumstances around my order and I got no response.
On 1/8/24 I called them and it went to voicemail, so I left a message with the order number and all the information and asked if they were ever going to send the order. I have never gotten an email or phone call from them. I did receive a refund from them for $27.16 via Paypal on 1/10/24. So, I would not order from this company if you actually want the product you pay for without a lot of issues. It is a shame because their product is so good and I would have ordered from them many more times.
Luckily, I went on Etsy and found some other dye free cotton candy. I ordered it on 1/5/24, They shipped it on 1/8/24, I received my order on 1/10/24. And it came from SC (I live in WA and Lush is located in WA).
So, I recommend them if you can get their cotton candy locally, I would not order anything to be shipped from them. read more