To ignore Lush staff member to her face?

[OrangeMangoSmoothie]

I love Lush, unfortunately as anyone who's ever been knows, the staff can be a bit overwhelming. Grabbing your arms to rub products on, pouncing the second you're through the door, etc.

And as much as i love Lush, i'm also autistic and really bad with people and communication. I normally order online but if something is new i'd prefer to smell it first.

I went in today to browse the new halloween range and had very obvious headphones on with my back to staff. I kinda thought this would deter them but one popped up in front of my face (literally) as if to mouth something to me and gestured to the products.

Sometimes things like that happen, for example on public transport, or if im in someone's way and i can potentially take off my headphones and say sorry/no/excuse me. But i panicked because of how insanely close she was and recoiled then turned and moved. She then followed me a little bit (i had my head facing down) and she bent over to ask again, i think she said "can i help you with anything" but i still had noise cancelling headphones and music playing. I kept my head down and meandered a little then darted out the door.

I know on reflection that this was a bit rude on my part and i feel bad now for not answering but i wasn't capable. Was she BU to continue trying to get my attention? It felt like overkill and very intrusive. Im not sure if im overreacting because i need the space. Im used to people realising i "cant hear" them and leaving me be.

Im too embarrassed to wear anything like a badge saying i'm disabled and it would probably attract staff to want to "help" me more if i did. Does anyone have any advice on how to seem less rude when im not able to speak? Did this lady take it too far?

I will gently remind people that nobody actually has to go in Lush. It’s not A&E or a fascist dictatorship that frogmarched you in off the streets. There are many, many other places you can buy soap and be ignored.

Problem is, it works on losers like me. Making it successfull!

I remember feeling trapped at the till thinking I really don't want these things but I can't let these lovely staff down who have gone to so much trouble....

@adaline

You said that turning around and walking out "says more about" the customer than it does about you.

If someone is harassing me, and I decide to leave a shop because of that (which has happened to me), that is not bloody rude, and I don't need an "excuse" to choose not to give my custom to a business that thinks this is an acceptable way to treat potential customers.

Or do you think that's an acceptable way to treat a fellow human being who is JUST DOING THEIR JOB?

Yes, I think that "turning around and walking out" of somewhere that you're being harassed and pushed into "buying additional items" is absolutely acceptable. Even more so having had this insight into the attitude that you actually have towards customers.

I'm assertive enough not to be distressed by it, but many, many people on this thread have explained how distressing it is to them, if they have disabilities or anxiety.

But you couldn't make it more obvious that you really don't give a shit about how it makes anyone else feel.

There are many, many other places you can buy soap and be ignored.

Heaven!

If someone is harassing me,

Is saying hello to someone as they walk in the door harassment, then?

Because that's what I'm referring to. Not pushy sales techniques, not being harassed after you've made it lear you don't want to talk, but simply saying "hello" or "good morning" and smiling.

I don't like being harassed by sales assistants but I'm not going to ignore one who just smiles and greets me as I enter!

But you couldn't make it more obvious that you really don't give a shit about how it makes anyone else feel.

If someone is offended by me saying "Hello" or "Can I help you with anything today?" then that's their problem, not mine I'm afraid. I'm far from pushy but equally part of my job is to greet people and ask if they need help. I'm not going to stop doing my job just because it might offend someone.

It says they're bloody rude. There is no excuse for shoving your hand in someone's face when all they've done is say "good morning" or "can I help you?".

But that wasn't the case. This was the second time the assistant did it. They didn't take no for an answer the first time. That is completely out of order.

No you weren't rude, I'd react the same way. It's why I shop online.

I'm far from pushy but equally part of my job is to greet people and ask if they need help. I'm not going to stop doing my job just because it might offend someone.

There's a difference between a simple greeting and being a persistent nuisance, following customers around, trying to touch them, trying to engage them, even after they've made it crystal clear they don't want your "help".

But that wasn't the case. This was the second time the assistant did it. They didn't take no for an answer the first time. That is completely out of order.

The discussion has somewhat moved on from the OP, though. I'm not saying the sales assistant in the OP wasn't rude and pushy.

But posters have responded saying they put their hand in people's faces, or just turn around and leave when they just say hello or ask if they can help. In what world isn't that rude and unnecessary?

All you have to do is say I'd like to browse on my own please and smile. Job done. They don't need to know anything about you

Hah - have you ever been into a branch of Lush? You could go in dressed in barbed wire and some muppet would still insist on following you persistently and behaving in a way which would constitute harrassment anywhere else.

I boycott them now for exactly the same reason. When I say "no thanks I'm just browsing" I expect that to be respected.

There's a difference between a simple greeting and being a persistent nuisance, following customers around, trying to touch them, trying to engage them, even after they've made it crystal clear they don't want your "help".

Where have I said I follow people around and touch them?!

Anyway I'm hiding this thread now. There's a real lack of understanding about what shop assistants are required to do and as usual anyone attempting to explain gets bashed and told they're rude, or deserving of a hand in their face, or being ignored or blanked.

Because it's not as though sales assistants are just normal people doing a job that they need to pay the bills, is it?

The problem I have with Lush is if you ask for help often it transpires they have no idea what they’re talking about. Last time I went in, I wanted to try a balm style cleanser. I started asking about the type of oil that was in a lot of them, explaining that I had acne and needed non-comedogenic stuff. They were all dumbstruck. Completely pointless interaction.
I imagine it’d be similar if people ask about allergens.
They know what smells nice, but not what actually matters.

YANBU OP. I agree with a PP- a quick email to head office might help if you feel up to it.

@adaline You said that you fail if you don't (1) greet customers within 30 seconds and (2) attempt to sell them additional items that they didn't want.

If someone is offended by me saying "Hello" or "Can I help you with anything today?" then that's their problem, not mine I'm afraid. I'm far from pushy but equally part of my job is to greet people and ask if they need help. I'm not going to stop doing my job just because it might offend someone.

Your company clearly excels at diversity training too, given your really in-depth understanding of disability there.

Even the OP explains clearly that she's autistic and how this sort of harassment is very distressing to her, others have said similar, but your interpretation of this is that she is "choosing to be offended".

No wonder the high street is dying on its arse really, is it?

Both my teen dd’s Have ASD and love lush, the staff have been really good in the past with showing my dd’s Different products and showing them how bath bombs are made, I personally hate the place, hate being punched on and hate their products (I get thrush just walking through their door).

Or do you think that's an acceptable way to treat a fellow human being who is JUST DOING THEIR JOB?

Precisely. I mentioned that I didn't feel OP was rude in the initial scenario - I just saw an autistic person trying to escape (been there), but these suggestions of putting up hands in the faces of fellow humans are just disappointing.

Lush workers are doing their job. They have to do it. Some are good at it some are bad at it. But it's what they have to do.

Reading about the "kissing" stunt with the picture of the man kissing that poor woman's breast made me feel physically sick. I've been sexually assaulted at work twice and I cannot imagine how traumatic it must have been for those "kissing models" to have to offer their bodies to the general public like that, especially once the drunken abusive ones came out. This is the level of obligation that some people have at work. Be kind.

(I am not sure I will be chatting to my local Lush's lovely staff much any more after reading that thb )

Oh OP you did absolutely nothing wrong in this situation. The assistant was very rude and you gave a normal response to such rudeness.

I have noticed Lush have got much worse at doing this. Five or six years ago they were just friendly, now I find their shops are generally too overstaffed and very keen to pounce.

I don't have autism but I find it too much. DD loves it but I have noticed that their tactics actually make me spend less time in there than I used to. DD is usually targeted as she is too bloody sociable and she wants to try everything - but she isn't the one with the money - I am.

I've also noticed their prices have vastly increased. Memo to their HQ - lose some of the overenthusiastic sales assistants placed at every five steps throughout the door and maybe reflect that in the price of your products (ie. start being realistic about prices again - £10 for a bath bomb is just stupid). Otherwise I might stop going all together.

You weren't rude OP. I wear headphones almost everywhere as I find shops quite over stimulating and overwhelming. Headphones give a pretty clear statement that you're not there to engage.

A member of staff in lush followed me around and stood in front of me gesturing to remove my headphones. Once I took one out I was accosted with a barrage of questions about what I wanted and would I like to try x/y/z. I said no thank you, just looking and put the headphone back in. No less than 2 minutes later she was back again, standing in front of me talking at me. I had no idea what she was saying as i was listening to music. Removed headphone, again, to hear a hard sell on something. Same happened for a third time. This was all in 15 mins max. WTF?

I turned around and walked out. It was too much and I won't tolerate being harassed, I've been polite and given a simple response to initial contact. After that, if I need assistance, I shall search someone out.

I'd definitely email them op. Maybe if we all did they might listen.

Lol at the PP on page one who suggested saying ‘I’m fine thanks’ or ‘I don’t need any help’ would solve the problem. Clearly they’ve never been in a Lush.

I adore Lush’s products but I don’t go in anymore unless I’m out wearing my big over ear headphones as it’s just become unbearable. Every single time I’ve been in over the past few years it has been awful. Every staff member you come across is so pushy and invasive trying to talk to you and rub stuff on you, and even when you say you don’t need help the next assistant is along shortly to repeat the whole interaction. I’m not exaggerating when I say on some visits it’s taken a forceful ‘I just want to browse alone thanks’ with five or six assistants before I’ve been able to actually just browse. I don’t have anxiety and I’m not on the autistic spectrum, I just can’t be fucked with the constant hassling. It’s awkward and distracting and customers shouldn’t have to go through it to browse toiletries. I don’t find it hard to assert myself, it’s just irritating and there are plenty of other shops where you can go in and look at things in peace and approach someone if you need advice.

I wish they’d implement some kind of system where you whack a sticker on when you walk in if you want to be left alone or something, or get back to how they used to be a decade ago where they would say hello but then leave you to approach them. I walk past my local Lush a couple of times per week and even though I’d love to go in and browse and buy stuff I have the same thought process every time that it’s just not worth it. And judging by this thread I’m not the only one. They’ve lost hundreds in sales from me (yes, I know they’re not bothered) because i will only go in if I have visible headphones as I can say ‘i don’t need help thanks!’ while not removing them, which usually means I can browse in peace. I’d leave immediately though if an assistant tried to get me to remove them to try sell something.

I feel for the people on the sales floor, it’s shit. I really miss the old Lush. I’d say it’s a shame the higher ups never read threads like these but I’m sure on balance they make more sales from people being so pushy as people feel awkward walking away empty handed after a hand massage is thrust upon them than they’d make toning it down a bit so others like me who are sick of it start going in again.

A few weeks after my mum passed away the mother’s day range was launched in Lush, I love their soaps and bath bombs and went in to grab a few bits when I was cornered by a member of staff whose first sentence was in regards to the new Mother’s Day range and how she would recommend x for my mum for mother’s day.

She was mortified when I told her that my mum had recently passed away due to cancer.

I also find them really irritating in store in other ways, even if you ask them to leave you alone they still try and make conversation with you.
I’ve often wondered how much business they’re losing because of it, I don’t go in now- I cba to beat the staff away.

I hate this. At least with Curry's, who are almost as bad at this, you are usually purchasing a product based on reliability and function rather than something based on your senses, so you can go home and buy online if you feel hounded out of the shop. Somewhere like Lush and the Body Shop, they just must be losing sales left, right and centre.

It was like this for me in Pandora the other day. I nipped in to browse for a charm... The hassle I got made me walk out..

Same with Hi St travel agent chains (sorry Thomas Cook). Many times we used to go in to browse and pick up a few brochures. You were pounced on straight away. Completely unnecessary. It's not as if they could add anything, as a few times we'd ask for a specific brochure not on display and then they'd just shrug and say they didn't have any. So what's the point of them pestering you if all they have is on the shelves anyway?

I don't think she was rude - lots of shoppers wear headphones, and so if it's her job to engage customers then she has to get in their eyeline to do it.

I also don't think you were rude - as you say, it wasn't that you chose not to answer her, it was that you couldn't.

Ultimately, there are going to be lots of small misunderstandings like this in life. There doesn't have to be a "goody" and a "baddy" every time, many times it's just crossed wires with no ill intend, and is not worth dwelling on.

Yes you were rude to her. I think you should complain to Lush instead of being standoffish to staff because managers dont believe staff when they say its too much hard sel

I'm gonna try and get my big girl pants on and email them, but less to write a complaint and more make an obvious point that Lush isn't disabilty-friendly (for some). Thank you for your reply, but i can't do it instead of being standoffish, unfortunately i couldn't change that.

I really think using a disability to excuse just answering someone right at the start is poor form. IMO.

This is the only reply on the whole thread (and i've read them all) that i have a problem with I physically couldn't talk and i think your comment is in poor taste and form. I hope that isn't what you expect from any disabled people you may know in the real world. What you've said, to me, equates saying "using a wheelchair as an excuse for not just getting up and moving is poor form".

All you have to do is say I'd like to browse on my own please and smile. Job done. They don't need to know anything about you.

I wish i could Sometimes i can manage which is a great day for me, the personal space thing caught me off-guard but thank you for your reply