The Body Shop International Reviews 1,359

And, hopefully the last update
Royal Mail have emailed with estimated delivery date - Monday 23rd

The end of this sorry saga seems near.

Happy Christmas all.

Further update

In fairness to Body Shop, I've learned that it's the bank which times pending transactions out.

And to put icing kn the cake, I've had a mail from BS telling me that it's 'time to get excited' as the order's ready for shipping.

Time to get excited? What? Any excitement there was died over a week ago when Body Shop's Customer so-called Service was shown for what it is - awful!

Update as at 20 December 2024.

I had received an email which offered apologies and a commitment to pass my concerns up the line. My response to that apology is as follows:

"Until yesterday, a payment for £46.00 was showing as pending payment to Body Shop, in my bank account. On checking today, that pending payment has disappeared! I was told that it probably disappeared because Body Shop cancelled the payment. Is this so and if so, the fact that I had not been told of that cancellation speaks volumes!"

I placed an order on line on 13 December 2024 and that order requested home delivery. It prompted an auto acknowledgement.

Here we are, six days, two chaser emails and one chaser phone call later, and still no sign of when I might expect delivery. The money's still not been taken from my bank account. Silence! Is Body Shop's really interested on meeting its customer's needs?

Yes, Body Shop's in recovery mode but if the treatment I'm receiving is typical of other customers, will it ever recover?

Update 19 December 2024......

Following a telecon with Body Shop and its follow up email confirming next steps:

"Thanks for your mail and yes, it confirms the total lack of any concrete proposals!

"I'm sorry, but I feel that I have to say that this recent experience with The Body Shop has been one of the worst I've experienced with any retailer. Please pass that message up the line to whomsoever is responsible for both corporate image and customer relations. Am I wrong to have expected positive outcomes from my recent conversations with Body Shop?

"As I am uncertain what to expect of Body Shop, following recent conversations, I can but wait and see what transpires. There lies a big message for Body Shop!"

I trust that Body Shop see and take note of this, my experience

Sad to have had a bad experience as I do like the Body Shop products. Placed order on 7 December and received immediate confirmation. No follow up progress on delivery. Used the contact form online over a week later to request update and received an automated response. Luckily as I had an account I also checked progress online. It was finally dispatched after my online contact, but still no actual update or response from the Body Shop. Poor customer service and looks like others have had a similar experience.

Ordered online. Card Auth taken and got order confirmation email, delivery 3-5 days. Then nothing.....

No card payment actually taken although Auth is still sitting there. No despatch email. Can't get beyond bot on help chat.

Clearly unable to fulfil orders. Nothing going beyond automated stage.

A responsible company would stop the radio ads, update the website with info and apology, and stop further orders.....

...but that's not what we are dealing with here.

Massively disappointed as this order was on behalf of my elderly dad as a loving gift to my elderly mum.

Body shop. You should have stayed shut!!!!

I’ve had the same problem with online ordering as mentioned by many people here in the reviews. Placed it on the 11th of December, today is the 18th and still it hasn’t been dispatched. I tried contacting the customer service with no luck. Checked out as guest so I have no way of cancelling my order, the payment is still pending on my bank account so they haven’t even processed it. You’d really think that wouldn’t happen with a brand that’s been around for so long and used to have a decent reputation. Needless to say I won’t be purchasing from them again. Very disappointed!

Only part of our order from Black Friday was received but we contacted the online chat to explain this. They were very good and sent out the replacements very quickly. Very good customer service. Thankyou.

As a loyal customer i am disgusted with customer service and delivery ordered on the 9th December still nothing no reply from emails
Absolutely terrible company now
Will not use again

Ordered my goods 1 Dec, received email on 8 Dec saying my order had been dispatched. It's now 17 Dec & I still haven't received it. Email said 3-5 working day, I think that time has passed!
When I track my parcel on the Royal Mail tracking service it says they are expecting the parcel, the same message since 8 Dec.
I emailed The Body Shop twice and still no reply.
I too have been a customer of The Body Shop for many years but the customer service is so bad I won't use it again.
I don't hold out much luck for receiving this parcel, which is a gift for someone.
I'm receiving their usual promotional emails but they can't be bothered to reply to my two emails.
Catherine T Jones

Update
I have since spoken to someone called Lamis on the live chat after waiting a long time for a reply on ther. They were very apologetic and said they were extremely busy and that they would order my goods again and I'd receive them before Christmas. I don't have a lot of confidence in that happening but we'll see. They took payment when I placed my order so that was 1 Dec! and it's now 18 Dec!
All the emails I've sent to The Body Shop have now made their way back to me as 'delivery failed'
CT Jones

UPDATE 19 December
I have now been on the live chat for over 4 hours. I'm going about my business and keep checking live chat but nothing from it.
Delivery status still the same from 8 December, Royal Mail is expecting it!
CT Jones

ANOTHER UPDATE FOR ANYONE INTERESTED
I just had a tel conversation 19/12/2004 with a woman called Mayar from The Body Shop who has re-ordered my items to be delivered express delivery. Mayar also confirmed this order via email. Keeping fingers crossed the parcel actually arrives. I hope everyone else has some luck in getting their items.
CT Jones

21 DECEMBER
Parcel arrived today! Only 21 days after I ordered it!
It is though, thanks to Mayar that I received it at all. Thank you Mayar!

Good luck to everyone waiting for a parcel from The Body Shop.

Catherine T Jones

This company is obviously in some kind of difficulty. I have ordered from them online for years and they’ve been great. However, I placed an order on the 1st December. It wasn’t until the 7th that I’d had an email to say the order had been dispatched. On the 14th I checked the tracking and Royal Mail still haven’t received the package and it still says the same today (17th). My attempts to contact The Body Shop have had no response. I see other people have left similar reviews. Surely it can’t just be Christmas overload?!! It’s now been 17 days awaiting a 3 to 5 day delivery. Hoping my order will come soon with an apology!

DON'T ORDER ONLINE. THEY TOOK MONEY ONE WEEK AGO AND GONE. NO ANSWER EMAIL OR PHONE. THIS IS A SCAM!

Very slow delivery times even when they are on time. However like the last few reviewers my delivery (made 8.12.2024) is now only just being dispatched. (16.12.2024). They can't tell me when it will arrive still... Various excuses made, IT system problem according to the chat, Black Friday according to the phone - who did at least answer. But so expensive and so slow.

Looking at previous complaints they did say to another customer "Hello! ...We're really sorry to hear about the inconvenience you faced with your recent online shopping experience and the delay in receiving your order and in our response. Your feedback means a lot to us as we strive to improve our services continuously. Please know that we are taking your concerns very seriously and will address this issue promptly.."

Well it sounds like you have done nothing.

Is it called the Body Shop because only one body works there?

Really dislike that as soon as I walk through the door I have to ensure the list of offers. I like to browse around and see the offers for myself. It feels such a pushy sales technique that I am no longer comfortable shopping at the body shop. I know a number of other people that have all said the same thing and so no longer shop there. It is a real shame as I actually like a lot of the products but it makes me feel so uncomfortable that I am willing to forfeit having the products I like.

Don't order online. Ordered a week ago had confirmation and nothing else. Says delivery within 3 to 5 days ! Awful communication. Still waiting for parcel

The body shop discontinued their shops in northern Ireland, Soni decided to order online, giving that I had shopped there quite a few times in stores over the years.

All went as intended, payment made and order confirmation with order number.

That was on the 7th of December and it's now the 14th with still no update or progression of the order.

There's literally no way to contact them and waited for over 15/20mins on chat to no avail.

As many of you know, body shop was saved from administration and was acquired by an investment firm.

Seems to me that the investment company has realised body shop is a sinking ship and doing everything to reclaim losses by allowing an 'active' online shop whereby we all throw money at it and literally get nothing in return.

No updates, no progression, no contact, phone or chat..... Just buy imaginary products on a scam site and never see or hear from them again.

If you want to be a serious business, transparency and customer service is a must to grow your trust and brand, this is just scam written all over it.

So don't be like me and many other who have written a similar review and shop at a reputable store online

Terrible company. Ordered some creams for my wife a week ago and had email confirming the order. The order is still saying in progress. The payment was in pending until today when it was returned to my account but when I check my body shop account the order still says in progress. No communication from this company even though I sent two emails. Tried the online chat with no success.

I think this company is going under. Best not order online from this company unless you like playing the lottery.

Have been a loyal customer to The Body Shop for many years.
They now maintain they are all organic, natural products so many lines have been taken off sale.
The Brown Black Mascara no longer available.
Foundations keeps changing codes so order the wrong colour then have to take back and exchange, the girls in the shop helpful but have no idea why products keep changing. Bought a new foundation yesterday it now comes with out the container which you have to buy separately!!
Ordered online this week collected from my local store still kept getting reminders to collect my order?
BodyShop what is going on you can not read reviews online or even write a review, appalling Customer Services you are sadly failing your customers, do you care it seems not!

I ordered 4 days ago and I still haven't received any updates, and from seeing other people's reviews it's the same for everyone. Shouldn't say it would take 3-5 working days then when it clearly doesn't if I don't receive my order in a few days I will be asking for a refund I'm disappointed and surprised by the service you can't even email them either.

Ordered over a week ago only because it said delivery would be 3-5 working days.
Order status is still “being processed”. Tried to ask for a dispatch date on the chat, ignored for 2 hours so gave up. Rang up instead and they did answer but of absolutely no help. Just told me it will be dispatched “soon”. Don't promise something you can’t deliver please. This will now arrive far too late for the recipient.

Ordered items still not despatched after a week.
Not replying to emails. After reading other reviews wish I had not ordered from them. Do not advise purchasing from Body Shop, seems like a scam set up

Poor customer service, online order still not dispatched one week later.

No updates about my order. Customer service not answering questions
Massive scam. I'm not recommending this company. Christmas gift order, I have little time left to find something I will open dispute in PayPal