The Body Shop International Reviews 1,359

I’m so sorry to write this as I have such fond memories of shopping in the Body shop. Really bad customer service. I was over charged in one of their London branches and called customer service to help. They said that I would need to go back to the store to rectify this. The store is incredibly far from where I live and it would be a total inconvenience to go all the way to resolve this and incur travel costs etc. I thought the Body shop would have done so much better. I probably won’t be returning as the experience was so poor.

Poor customer service!!!!!
Stilling money from people selling gift card what you can’t use for weeks now online and not being informed about it !!!!! Asked for a refund has been ignored several times !!!!!! Looks like have to call bank for a charge back !!!!!!

On 18th July, I informed the body shop that the shampoo, conditioner and face peel did not arrive with my order. I asked for these items to be sent out and confirmed that I had received my free gift set.

I was told this would be actioned. I've had no updates or notification that this was on its way to me so I contacted you again, very unhappy on 24th July and asked for my money back. Still no response.

The customer service is less than satisfactory and appalling. I've never experienced such a poor service.

Avoid these thieves at all costs, one star is generous.

If I could give half a star or none I would and I’ll never ever buy anything from here again, nightmare!! If you need to return anything prepare yourself to get very very stressed! 😳 NIGHTMARE !!

I love the bars of soap 🧼 and the body shop currently has an offer of 4 for the price of 3 on the bars of soap and mini handcreams.

GBEA34405047 - great thanks

Order placed on 08/07/25. No updates whatsoever.
Come on BodyShop, up your game!

Received email saying I had early access to their sale as a loyal customer. Ordered products which came to £91. Imagine my surprise when I looked a week later and the same products I ordered would have cost me £25 less! Queried this with the company but they just gave me a weak excuse that sometimes products get discounted more. Well what’s the point in giving me early access? And obviously loyal customers aren’t valued when you charge them more.
UPDATE: after sending numerous emails with no response, I persevered and after a number of emails telling me they couldn’t refund the difference I paid they eventually crumbled when I ask them to forward the query to the boss. Got my refund in price difference but so disappointed I wouldn’t recommend.

Me and my friends went in the o2 arena store and were greeted by a member of staff and was told that they have a promotion whrein you buy items worth more than £10 and you get a free spin and a free product. Got exited and bought £20 worth of soap products. Upon paying, my friend had his chance of spinning and was instructed to spin first before paying by the same staff. Another member of the staff (I am guessing the manager) openned the till to allow us to pay, I was encouraged to be a member too which I did, this manager was also a bit rude as her colleague was explaining to a customer about her freebie outloudly she said "that is not an essential oil" me and the other customer were shocked by her attitude. She then asked this colleague to finish the transaction as they swap tills, I then asked if I am not doing the spin and again this manager said that No because this has to be done before the transaction and it is too late now. How am I to know that as a customer? When the first 2 people who were in line had been guided properly on what to do? I felt like I don't matter and even if I contest she could not be bothered, no apologies but straightfaced bitchy attitude. I think she could benefit from a refresher course in customer service.

I ordered some products from the Body Shop and the parcel arrived damaged. The packaging was inadequate.
When handling the product it got onto my hands and the glass in it cut my hand.
I have been in touch with the body shop online chat and complained about the damaged products. The person I was talking, Menna Abdelaziz, basically called me a liar even though I sent photographic evidence of the breakage and damage. She refused to give me a full refund for the products.
I’m not sure why their Customer Service is so poor when there are so many products on the market now that are as good, if not better than body shop products. I particularly like Boots Soap & Glory Body Butter which I will probably be buying in future instead of body shop products as Boots has a very reliable delivery and customer service.

It is hardly surprising that this establishment has received a one-star review. Yesterday, we purchased eight hand creams at the Oxford Street London branch. While the sales assistants were courteous and helpful, the individual operating the till—a slight young man with unkempt blond hair and a dismissive tone—was astonishingly rude. His arrogant demeanour effectively ensured that we will not be returning to this store.

This individual clearly lacks the aptitude and professionalism required for a customer-facing role. If any manager of this branch happens to read this, I would strongly recommend that this staff member be either urgently retrained or immediately dismissed.
Regrettably, he deserves a rating of zero

Most overpriced shop, ever!!!! Bodybutter £19!!!!!!!! Shampoo £11.90!!!! So sad, only profits in mind, you lost me.

I’ve ordered numerous body shop orders & being vegan & having sensitive skin I’m quite limited to where I buy from & yes it’s not what it once was & the products are unfortunately limited which frustrates me, however my orders arrive extremely quickly & are very rarely if ever wrong the price point is an issue however I’m happy to pay more for ethically sourced products than don’t harm the environment or harm animals & you can’t have quality products at a low price not in today’s sales market anyway. I stopped buying when L’Oréal bought the brand however it’s now changed hands & they don’t own it anymore..

Afraid to say I echo other people's comments here - their online offering just isn't fit for purpose.

1st order placed - slow delivery and they delivered completely the wrong order.
Spent 20 minutes with customer service (who was lovely btw) who arranged a refund (which took 5 days !), then asked me to reorder, as their systems don't allow them to process a reorder themselves.

I reordered the items (I'm no quitter). The 2nd delivery is better - but missing an item. I used the help chat again (same lovely customer service person - how many people do they employ ?) with of course the same outcome - I was refunded and have to reorder !

Just awful. Given the online competition, why would I go through the process for a 3rd time ?

Ref: GBEA34310381

DO NOT WORK FOR THIS COMPANY OR BUY THEIR PRODUCTS!!!!
I am an ex worker of the body shop and working there was one of my worst experiences. The management were the rudest people I’ve met. They kept me on probation for 7 months so that they wouldn’t have to pay holiday pay. Their ethos as a company is about protecting the planet by ‘recycling’- none of the staff actually recycle the products or anything the way they are supposed to and they throw away products FULL out of pure laziness. The product quality is ridiculous also- we get free products to try every few months so we can recommend them to people. The liquid peel is FAKE- the white stuff that comes out is just the product, trust me. Their shea butter is from Ghana, but the workers are not being paid fairly. As a worker, you also are only able to do 4hr shifts per day as they don’t want to pay you for a break. Please take my advice and stay FAR away from this company. Lush is a far better alternative.

What a shame. What has happened to this company? Ever since they’ve changed hands it’s been awful. No reward points whilst they switch over.. not my problem. Was emailed a code for free express delivery, claims it is valid until 12th June but completely misleading as it expired at midnight so was unable to use it this afternoon. The t&cs page brought up a broken link so, how am I meant to know? The customer service wouldn’t honour the code, despite me being a very regular and loyal customer for many years.
I had a basket of over £45 until I applied my 10% student discount, which then took me under so I was then also not eligible for free delivery any more and again, just no flexibility. How disappointing, I think that’s my sign to shop elsewhere!

I have been a faithful Body Shop customer for many years. When my daughter was 16 I paid for a makeover for her and bought all the products. My grandaughter is about to turn 16 and I called a local shop to ask if it was still possible to do this. I was assured it was and booked to go with her yesterday. Though I spent £90+ I felt hugely disappointed. This was not a makeover. Most products we needed were unavailable. The shop was understaffed and finally, when I went to present my Body Shop card I was told I couldn't use it because the system wasn't working. I feel this is an opportunity missed. People like me who have stuck with Body Shop and pointed children and grandchildren to some of the great products could help continue the success but this experience was awful.

The Body Shop LYBC Rewards is currently on hold so any purchases made will not show on my account. I made a pucrhase in store for 96.00 and was advised by the sales advisor to conact customer services for them to manually add the purchase to my account. I contacted customer services who told me that any purchases made in May will not be added. If I had known this I would not have made this purchase. I feel it is unfair that as a loyal customer I should lose out because they are updating their rewards program.

I was down in Gloucester town, popped in to see if I could find any products as I have sentive skin and have other issues, staff member named rose, very helpful and kind, helped me find what I needed, and was friendly and wonderful to chat to while she helped and showed me how to work the products.

Rashika was a model example of customer service.she was informative and friendly without being overbearing and pushy.She was knowledgeable about the products and able to give good recommendations. I am a customer service trainer and Rashika ticked all the boxes. Well done