The Body Shop International Reviews 1,359

In early December, I ordered a large toiletry set, a smaller toiletry set and a hand cream. It took over a week after ordering for it even to be dispatched and, when it eventually arrived, I was shocked to discover that my order was wrong. Instead of the three items I had ordered, I only received one body butter. The form that came with the order even had someone else's name on it, so they had clearly sent me someone else's order by mistake. I used the online contact form to complain about this and ask for a refund, but I have been waiting over a month for any response to this, despite getting an automated email to say my request had been received. Absolutely shocking service and I feel that I have been scammed because I spent a lot of money on products I did not receive. I had to spend more money on other toiletry sets the ones I did not receive were supposed to be Christmas presents. It is a shame as I used to really like some of the products, but I will never spend my money there again after the complete disregard for customer service I have experienced

Local shops closed so can only buy on-line. Received email to log into new site but it won't let my in, doesn't send the email to reset password, won't accept a new account sign up because it already has my details. One lost customer!

Used Cambridge shop no stock at all baskets with very little stock perfume for my daughter was very expensive hardly any stock a pale shadow of it s former self a sad shop with no customers will be going bust again soon I suspect

Review:
I had a terrible experience using The Body Shop's Edelweiss Liquid Peel, which claims to gently exfoliate and lift away pollutants for a fresh-faced glow. Unfortunately, it completely spoiled my skin after just one night of use.

Before purchasing, I performed a patch test on the back of my ear and hand as advised, and the sales representative assured me it was a safe and impressive product. However, despite these precautions, my skin reacted severely, leaving me extremely disappointed, especially since the brand markets itself as a natural and organic company.

This experience has made me lose trust in The Body Shop’s products, and I wouldn’t recommend them to anyone without extreme caution. I expected better quality and transparency from a brand of this reputation. I have my pictures of the damaged caused to my skin and suffered for more than 2 weeks now I bought this product on the 6 th of Dec 2024 and returned to the shop the very next day .am still suffering with just one day use of this product

I went to the body shop in Arndale Manchester on 23/11/24 for some soaps. I forgot my body shop membership card number. So one of the shop sales assistant (old one) served me and asked for my birthday to check my number. I typed in my DOB and name on my mobile to show her and told her not to say it out loud as I do mind privacy. She said it out loud 3 times at the til. I complained to their CS and got feedback from them, offered me £5 as a gesture of good will, which makes me laugh. £5 can’t buy even 1 thing from them. I just ignore them.
No wonder they got lot of complaints here. Not again what so ever!!!

Visited the Norwich store today. I understand it's closing but hoped you'd still be offered assistance. Asked if the staff member could recommend a range for someone who has allergies. 'No, I don't know all the ingredients on every item'. Well that wasn't what I asked. Then went to Lush and the customer service was excellent and I was supported to buy £35 of products. Will use Lush again.

I purchased a moisturiser online but picked it up from another store. I phone to say I would not be collecting the Online order and to release it for a refund. Nearly one month later, still no refund. I sent an online message and 2 weeks later this is still unanswered. I phoned a week ago to speak to someone at customer services who assured me that she had refunded it, still no refund. Body shop you can keep it, you obviously are in need of the money. I've spent more time and energy chasing this than it's worth.

This is my second disappointing experience, and the team really needs to take their services more seriously.

I placed an order and was given an expected delivery date, but the order was never delivered as promised. I followed up, and after a few days, I finally received it.

The second time I ordered, on December 22nd, using rewards and a payment card, I still haven’t received any email updates about the status of my order. I was told to contact the local store for collection, where I was informed that the item was low in stock and my order had been cancelled. To my surprise, I never received any notification about this.

Calling customer service was equally disappointing, as I no longer trust that I can get the stock for a re-order.

I really hope they improve their services and communication channels moving forward.

I bought this shampoo before COVID, and it was the best shampoo I’ve ever used. It completely got rid of my dandruff, and I was really satisfied. I bought several bottles and recommended it to all my friends to get it.

But last year, when I repurchased it, I was shocked. The shampoo had completely changed. My scalp started itching, and it was terrible. Such a shame, really.

Why do you change the formula when something is already good? You charge the same price but lower the quality.

I will never buy it again. So disappointing.

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Wrong price on sale items. Sale assistant took offence when I tried to point this out and moreorless waved me out the shop. No apology at all from them. Disgusting customer service!

Ordered on 13th December and said it would be delivered within 5 working days. Still hasn't been delivered. Will never order from them again

We went to the Body Shop. The staff were helpful but all the manager wandering about with a face like thunder was not very nice. The young lady behind the till looked so nervous and that was sad. Interestingly the perfume musk had a beautiful smell in-store but just opened it and it is not the same. I do know this as I worked for someone for several years who had a franchise of this company in the past and I had beautiful baskets from her Please be aware of this. The two stars are for the young woman who served us who deserved a medal working with the manager who was a woman incidentally and made her so uncomfortable.

Placed an order yesterday. Received no confirmation email. I can see payment, however, has been taken.
Customer service is via online chat. They cannot find my order after searching with my name and email address. Even though you have to provide those, plus phone number and address.
The non “customer service” person then asked for my name and full address so he might send to IT to do a deep dive. I refused. He would have access to my order through my name, number, email and address.

I agree with other reviews. Feels like a scam.

Very disappointing.

Ordered on the 28th November and still not received order. Christmas presents not received. Customer service was appalling as it took days for them to respond even after talking to some on the chat. They wanted to get back to me via email. Had to go back to them. When they said the replacement order would be sent within 3-5 days is took over a week for it to be sent.

Ordered some items for Christmas gifts on the 7th December promised 3-5 working days postage. No products received and no refund as yet so can't re buy presents. Poor customer service very disappointing

I don't know who is managing the body shop online but it's 100 percent a scam .

They're not processing or delivering just taking payments .

I got in touch with 2 different agents on the number provided on their site. I wish to cancel my order since they're not even processing the order just keeping it " in progress" agents were foreign and super scammy both of them told me being "dispacted today" and I called them 3 days apart so that's a lie. They're telling everyone " being dispatched today" when I tried to cancel since I paid for next day delievery and it's already been weeks they replied no refund till order arrives .. which works in their favour since they're not even sending the items.. I've.called my bank and reported them it's a huge scam

Ordered a Xmas gift set for my wife last week. Delivery stated as 3-5 days. A week later…nothing delivered and no emails. Sent them 2 emails and tried to contact them via webform. Eventually found their phone number and was answered after an hour by an off shore call centre and someone with poor English. Was told the item hadn’t yet been dispatched but promised to send it in next few days. I said no chance and asked them to cancel it. They refused saying it was too far down their process to be cancelled. I’ve since sent them another email cancelling the order. I’ve just now (after over a week) received an email saying the item is “out of stock”. What a joke. Their contact details are hard to find but their phone number is 0800 092 9090. Be prepared for a long wait on hold.

Placed an order on 27th November, notified it was out for delivery on the 5th December and the postman arrived with an empty box in a bag. Contacted The Body Shop the same day (and again this week) with photos and have had no response since, other than an automated email. No phone number I can find either.
Appalling customer service from such a well established company. Having shopped with them for years I will never use them again.

Ordered items on the 12/12/24 still no update got through to chat and was told it will be delivered today 19/12/24 still no order delivery as a first time customer doesn’t inspire a whole lot of confidence

A week has passed and still no word on where my order is, except that it left Malta. If I had known it would be shipped from Malta I would never have ordered from you. In addition to all this, customer service does not respond to emails. Avoid ordering from this site at all costs, they are not professional at all. This is my first time buying from this store, needless to say I will never make such a mistake again.