The Body Shop International Reviews 1,359

It’s actually quite sad to be writing such a negative review. I grew up loving the body shop and always loved spending pocket money as a kid on soap & lip balms but what has happened to this company!
My ordered of £100 + was delivered in a Royal Mail damaged bag! 3 products half full as they leaked everywhere, 2 missing. A replacement order was issued and promised next day delivery, 4 days later and nothing.
No updates or tracking and customer service just fob you off saying they have to email an internal team to investigate, they are doing everything to avoid refunding me…
It’s such a shame but I think my love of the body shop is done… the most unhelpful customer service team. So sad to think how fabulous this company once was….

Why do you always change or discontinue products!?
The vitamin c glow boosting moisturiser was amazing, had amazing reviews light, non greasy, gentle on sensitive skin, yet super moisturising- why change it?
The new formula is thick, greasy and gives me break outs which the old formula didn’t.

The shower gel range is the best and the only gel that does not dry out my skin especially the almond milk .Love their shampoos too and the wonderful hemp hand cream ...lasts a day.Love this ethical non cruelty company !

There is a lot of negative reviews for The Body Shop out there, people are quick to be offended these days. Our experience has been nothing but positive. We live in NZ, put an order in on the 25th of October and our package arrived on the 29th. Thank you Body Shop, will definitely order again.

Don’t expect customer service to reply to your email whatsoever. You will be completely ignored. It appears they have left the building. You won’t get help if anything goes wrong with your order or points (after the points fiasco when the company changed hands-again!)
I tried to order a new replacement copy of my membership card to no avail. I also tried to add points from my store purchase but was ignored entirely both times. Disgraceful and unacceptable. It makes me wonder if they will be shutting down.

Do not believe the NEXT DAY DELIVERY. Mine was promised but took 2 days. I waited in all day. I emailed Body Shop but they didn't bother to reply. Great customer service eh?

Everytime I go to any The Body Shop branch, I dread the amount of people/times they ask me if I need help to find anything. If you say "no thank you", they get either snappy or offended. Other times I have to be quite strong or they start filling my head with what I should buy. Most of the times I know what I want. Or I just want to enjoy my shopping, browsing.
They don't sell more, they just make me run away.

BUT, when the membership stopped for a bit, nothing was done to ease customers experience and loss of vouchers. The staff in store were condescending and lecturing, stating that an email was sent to everyone. So are they implying we customers are lying? And even if we missed the email!! Are we at school? or are we actually paying for their jobs!
I blame the company and the management, because there is obviously pressure on the staff.

I had a very disappointing experience at The Body Shop.
I had a skincare consultation in store and spent £94 on a personalised routine that was recommended to me by the store manager. I followed all the instructions given, including gradually introducing each product, but instead of helping, the products caused a painful breakout and inflamed my skin. I later learned from the staff this may have been a reaction to the ingredients.
I reached out to customer service via email and, after a lot of back-and-forth and eventually being ignored completely, I returned to the store (still within the 45-day return policy). At first, staff incorrectly told me I was outside the return window and had to check the policy themselves. I agreed to return and exchange some of the products, but they insisted I also return a free gift I had given away—something I wasn’t told I’d need.
The return process took nearly two hours. I was left standing in the store for long periods while the staff made repeated calls to the manager and dealt with till issues. I have fibromyalgia and am autistic, so this was physically painful and emotionally overwhelming. Although the staff member did apologise, the explanation given was simply that the tills weren’t working. In the end, I was issued a £45 refund onto a gift card, despite asking for it to go back to my original payment method. This was a refund for returned products—not a goodwill gesture—and I was offered nothing further despite the distress caused.
I’ve spent a lot of time and effort trying to resolve this, and it’s left me feeling extremely let down.
I have since filed a complaint via email and this has been ignored now for weeks.
Unfortunately the gift card can't even be used online and I don't want to risk going into the shop again.
I won’t be returning to the body shop ever again.

If I only could give zero star ;)

Be aware they are selling the expired products on a sale .
The customer service doesn’t exist.
I have bought the expired foundation that harmed my skin and contacted Customer service but no response even few months later.

This is the worst online shop selling cosmetics as the quality of products is very poor and there is no customer service!!!

The loyalty programe is still not functioning. If you buy anything you can't add the points on the till and have to contact customer service. Customer service (via chat) apologise and ask for a photo of the receipt and then say they will pass it onto the appropriate department. Weeks later the product is still not added to your account and neither are the points. This has now been going on for over 6 months. They say it's a technical error!!

Hello, BShop.

After a long absence I visited your store in Dudley to purchase an item of sentimental value. I found but with new label design. Equally good was the welcome of staff and approachability.

Better than a poplar branded shop in the mall.

Thank you

I have no issue with Body Shop products. The ones I buy are excellent. However, their customer service is abysmal. I recently placed an order on the basis that they were offering free next day delivery. I waited in all day next day and no order arrived. I texted them via Messenger and got no response - my text wasn't even opened (interestingly texting outwith their 9 - 5 hours elicited an automatic response). The following afternoon I received an email stating that Royal Mail would delivery my parcel the following afternoon - more than 72 hours after I placed my order. The Body Shop appear to operate on 72 hour, rather than 24 hour days.
I have emailed and texted again, complaining about the inconvenience and pointed out that when they accepted my order, they entered into a contract with me based on their promise of next working day delivery, but more than a week later I'm still waiting on a reply.
This actually puts me off purchasing from them in future.

Customer service has been shockingly bad these past few years.
Now it’s changed hands again and customer service has become suddenly non existent and they don’t even bother replying to emails at all!
I can’t even get a replacement clubcard sent out for my existing account. Nor can I get points added after I emailed a photo of my store receipt. Even though I’ve tried emailing and following it up three times and been ignored entirely. Anyone home?

Sent me a faulty body spray that wouldn't spray. Emailed them about it on the 20th Aug and STILL haven't had a response despite following up. I'd say the customer service is horrendous but there literally hasn't been any. Please sort yourselves out, this is extremely poor for such an established brand. No wonder you keep going bust.

I placed an order on the 26th August was told order confirmed, like others my old loyalty card was not on my account had to set up a new one on my account.
I haven’t received my order so I emailed them got an automated message no response from them.
I telephoned them today they cancelled my order and the discount code I was given, told to reorder with out a replacement discount code, no offer of a replacement order just cancelled order
Very poor service

Be careful when returning items! Returned an order that my partner had purchased as the items were unsuitable gifts. Included the returns form inside requesting a refund and kept proof of postage from the Post Office. Contacted them 8 days after they had received it and was told that refunds are not automatically issued when they receive a return! Apparently the customer has to make contact and ask for it. The web chat advisor demanded proof of postage which I did not have at the time. I went on the web chat the next day with my proof of postage. This advisor did not ask for it but did also confirm that refunds are not processed automatically! She did then send a refund confirmation email. We will wait and see how quickly the refund comes through! The T & C's for returns on the website do not state anywhere that customers have to make contact after a return is sent. We were loyal Body Shop customers but not any more.

I have been a loyal Body Shop customer for around 45 years. I made a number of purchases totally about £45 during the loyalty card ‘pause’. I was told in the store that the loyalty points would be added on to my card after the ‘pause’ as long as I kept the receipt. When I made another purchase, in the store, after the ‘pause’I was told the points from the ‘pause’ could not be added on and the I would have to contact customer services. I emailed only to be told the points would not be added back. I upped the complaint a number of times but to no avail. I actually think the responses from customer service are AI generated. I will no longer shop at The Body Shop. Very disappointing indeed.

Order no. GBEA34425754

Order 3 weeks ago, contacted them numerous times and was told technical issue and they would sort it.
Just been told to cancel my order and for me to order it again.
I’ve been shopping with them for years for my wife and now I’m walking away with no faith in the company. This was a £70 birthday present for my wife’s 30th

It’s worth it if you’re looking for ethical beauty products and don’t mind spending a little extra.

What has happened to Body Shop? It is just awful now, terrible customer service, constant calls to chase vouchers and lost points, apparently my loyalty card no longer has any information. The products have gone up i n price but the quality has gone down, shame on you Body shop!