The Body Shop International Reviews 1,359

Things have really gone downhill since the changeover. My points are now split between in-store and online, and I can’t use them together—which makes no sense. There’s no click-and-collect option anymore, and the delivery charges are ridiculous. It’s honestly more hassle than it’s worth. Much easier to just shop elsewhere now.

Over priced and delivery charges an utter rip off. This once iconic store has declined to a point that I shall not be purchasing anything more from them.

Used them for years but today had difficulty accessing my account and my frequent user account. No discount and when i tried to make a complaint that failed as well. Spent 20 minutes on an order that cost me too much. Poor. What has happened to this company?

The private equity owners of The Body Shop appear intent on driving the once-iconic brand into decline. Their "rewards" program is limited to in-store use, excluding online purchases - a puzzling decision given that most physical locations have been closed, forcing many customers to travel long distances to redeem their benefits. This approach not only seems short-sighted but also alienates a loyal customer base, many of whom are choosing to abandon the brand entirely. Unfortunately, the combination of greed and poor strategy is accelerating The Body Shop’s fall from grace.

Please can we give No Stars???!??
Received email stating free delivery over £40. When I ordered it was now £45. I emailed customer service who ignored the photo of the email, my order was £44.
I have no Bodyshop within miles. U had to order online. Useless!!

I do like the products, but, since they closed our local shop, I now have to buy online, and the whole website is faulty and won't accept voucher codes that they email to you. So, you have to contact customer services, and they are beyond useless. The staff in the shops used to be lovely, but the online staff who deal with customers are just a waste of time. Avoid!

I ordered the same amount of shower gel I always order 10 and some other items and when my order never arrived I called up to be told that the system flagged me and now my account was permanently blocked. I've been ordering the same items for 15 years with the same frequency. The customer service were no help and that's the end, I'm no longer a customer as the stores have mostly closed

'The Body Shop Rescuing Hand Protector Hemp for repairing ultra-dry hands 96H Heavy-duty Moisture Vegan': tried the sampler in-store and as it appeared to soothe the dry, chapped skin on my knuckles, my daughter bought me a tube (cost around £15) as a gift. After a few days of using it, an area of the skin where I was applying the moisturiser was becoming sore and inflamed. I discontinued use. Upon checking the ingredients I noticed it contains talc. Given awareness of the 'nocebo' effect, that talc is listed as an 'ocular irritant'*, plus the news around how contaminated talc may be implicated in some cancers, my belief is an ethical company would take the step of removing talc from all moisturising products and would alert consumers to the potential dangers of their products (or perhaps take the step of recalling products containing talc).

I let the customer service team know of the problem I had experienced. I was offered a £15 Body Shop voucher but this is of no value to me partly because there isn't a nearby store but also because I have lost faith in this company's ethic.

*I mention this because of the foreseeable risk that someone may apply hand cream and subsequently touch a finger to an eye.

I placed order GBEZ36348170 in the amount of £104.60 on the 26th November 2024, however, delivery of my order was not received, and the tracking states it was returned to sender on 3rd December 2024.

I sent an email on the 31st December 2024 as I still had not received my refund, I received an email from The Body Shop confirming receipt of my email with Reference number: 3159176.

I sent 2 further emails as I had not received any response on the 17th and 20th January but still no response.

I had to contact the Body Shop via telephone on the 22nd January and spoke to Estefania Hany within The Body Shop Customer Care Team, she sent me an email confirming that the order had been refunded, with the following reference number 3159176.

I sent another email on the 4th February due to the fact the refund remains non-existent!!! Once again, I was ignored and no response has been received, this is now the 20th February and yet again contacted Ahmed Sobhym from The Body Shop Customer Care Team. Ahmed confirmed the refund has been processed but still no refund has been received, again with another email reference number 3176482. All the Customer Services Representatives constantly repeat that if I have not received my refund, it is down to the bank, which is utter fabrication and absolutely ludicrous!!!!!

I have stated that a complaint has to be raised, and referred to the Owner, Mike Jatania who I believe is an Indian Businessman who has purchased/saved The Body Shop from Administration.

I have had to refer this financial theft by The Body Shop to my bank and they are chasing the refund, and up to today the 4th March, NO REFUND HAS BEEN RECEIVED!!!!!

Utterly horrific service, and not the reputation of a saved business from the brink of collapse!!!!!

In December, I bought over £50 worth of products online and used £5 voucher I had received from a big spend in November. I returned some of the products in store and my till receipt showed a refund of the value of the returned goods. On returning home a confirmation email said I had been part refunded cash only but the rest would be 422 points credited to my account. This meant I needed to buy something I didn't want to get the £5 voucher back and I don't plan in buying anything as have enough products of this type to last me a few years, which means I would lose the points. I would rather have had enough points refunded for a voucher if they were going to do it this way, but it's automated.

It makes no sense why they split the cost of each product bought when using a voucher when it was a reward voucher with no minimum spend so the product I didn't return would have covered this. It would be understandable to split the refund for a discount code used but not a reward given then taken away.

So if buying in store always use the voucher on a product separately then pay for the rest in case of returning products.

I emailed them questionning this refund and it took two months for them to respond (after a reminder). After they explained, I then replied that those points they supposed to have refunded me didn't even show in my a/c and I don't accept what they did so would close my account so not to bother. This is part of their reply "... we'll have to add the points back, since we're not able to refund the rest of the amount to your PayPal account because it's deducted from the voucher". That confused me because I thought I had already been refunded to Paypal so wondered if I had got it wrong (& I had been refunded after checking, but initially replied to tell them just to credit them). This was three weeks ago.

Yesterday I tried to check if they had been rewarded because I was visiting an out of town shopping centre which I rarely vist where my only Body Shop is, but the website is being reviewed, which meant customers couldn't use their points or check their points online.

Once in store, I was told I don't have any points.

If I had known in store when I first took products back that I would be part refunded in points, losing most of my voucher, I would have kept one of the lower value products so would have benefited from the voucher. The sales assistants in stores don't know this and was told it would be cash before I went ahead with the refund.

I was told in store to ring Body Shop customer services but that's it now with Body Shop. I hate ringing any customer services as it can get stressful and not worth the hassle now.

They need to distinguish between rewards given and discount codes used when refunding as they are two separate things.

I'm fed up of points and rewards for many stores. They entice you to buy then it can get messy and end up spending money on things just to benefit from the reward. I'm going to stop signing up to these types of things as it makes things simpler - not just Body Shop, but they are the worst for things getting complicated and especially when you visit stores and there's all these offers on and online offers. I prefer shops now to keep things simple.

Date of experience is when I reminded Body Shop by email that they hadn't replied to my contact in December.

I today visited The Body Shop Taunton with my child to spend his birthday gift card. The Staff Member was very kind and Welcomed us to the store. She answered every question of my child’s and it made me very happy. A great job to The Body Shop.

Buy online as they closed our shop. Before placing latest order I had to re register due to new website which was okay but I couldn’t apply my reward.However, ordered three items on the 3 for 2 offer but have charged me for all 3 (extra £14). Cannot get through to them at all. The contact form doesn’t have appropriate category and phoning them the message is so garbled cannot understand it. You are about to lose a customer Body Shop.

Went to check my vouchers online and now you can only check instore?? Someone is working hard to sink this company faster and it's working.

I have been a customer since its inception, never an issue. I have £10.00 in vouchers which you cannot use on the website. My local Body Shop does not have the products I want in store. My vouchers are about to expire. Body shop cannot be contacted by telephone or email. There AI is as much use as a wet blanket. I have written to the Registered Office. No answer. The new owners have no idea on customer service.

Love the products, always have. I made a order online and was given a free gift. When they emailed the order confirmation, I'd been charged for the gift! It was less than a tenner so not worth my time asking for a refund - they probably knew I wouldn't bother with a refund when they RIPPED ME OFF.

I had to return 5 products, but they claim they only received 1. I asked them to prove it with video footage because this is a lie—I sent back all 5 items. I have sent them numerous emails, but they are not responding, and instead of refunding the price of all 5 products, they only refunded 1, meaning they have effectively stolen my money.
They have done similar things before, and their customer service is never helpful. Even if they respond, you won’t get an actual answer to your question or any real assistance.

Placed an order which was delivered quickly albeit in a box that had only a tenuous relationship with any parcel tape to keep it from coming open.
On unpacking I discovered that although the invoice listed all the correct items, one item was not in the box and instead I had been sent some sort of face wash which I did not want.
Contacted customer services who offered a refund but were unable to send the item I required, advising me instead to re-order through the website. They offered to send a gift card to cover the cost of postage.
No wonder they're in dire straits if they can't even fulfill a simple customer order or rectify problems satisfactorily.
I'm so exasperated I shall be returning all the items for a full refund and will only shop with the Body Shop in future in the - increasingly unlikely - event that I can visit an actual store.
Disappointing.

*EDIT* In fact, worryingly, the unwanted product wasn't even made by Body Shop, it's a Yepoda face wash, they're a Korean company from what I can figure. The items arrived in a Body Shop branded box and there was an invoice inside. The customer number on the invoice was recognised by Customer Services so pretty convinced I used the genuine website. So how does that work???

WOW can not believe I'm reading all these bad reviews 😪 I have never had a problem with any of the shops I have visted or my online orders or my bodyshop reps always been brilliant service....just been to the otley shop and the young girl in there was absolutely spot on 🥰 very friendly and helpful even got some samples to try ( THANK YOU ) Donna

A week ago I received an email from the Body shop ,telling me my subscription order would soon be delivered. I called the body shop to say I have not set up a subscription , nor have I placed an order . Nada told me they were having problems with their new website but she would email them to cancel the order and ‘subscription ‘ . Three days later all this was repeated after I received another email exactly the same as first one . I contacted them again and was told I would definitely not receive the order .

Today 28th Jan 2025 I received another email to say order is on the way . I phoned again and was told to contact Royal Mail to ask them not to deliver it . After half hour of waiting for Royal Mail to answer they told me Body Shop should know that they can’t intercept mail .

By this time I was furious. I contacted my bank who advised me to cancel my card to prevent this happening in future due to body shop having set me up with subscription that I did not authorise.

My bank advised me to contact Body shop to tell them I will not accept the items and find out how long they will take to refund me . I did this and body shop rep said that once I refused items I would have to keep calling them to see if it had been returned to them and only then will I get a refund .In turn my bank have said that I should let them know if there is a problem and they will take up this dispute with the Body shop . This is what I will do.
The body shop used to be excellent, now it is a complete shambles , taking money without authorisation from me and I doubt I’m the only one .I would advise any one NOT TO USE THEM . There is no head office to contact anymore . All you get are people who don’t know what they’re talking about

What a saga setting up a new account for online shopping since they changed their website. I have also now been made aware that Love Your Body Club points and rewards is now exclusively in store and no longer for online purchases.