The Body Shop International Reviews 1,359

Placed a large (expensive) order on 25th November. It was shipped the next day on 26th November but the tracking code still said “Royal Mail is expecting your parcel” one week later on 2nd December. I phoned the Body Shop and they told me they would send a replacement order. 2 days later I finally get an email to say the replacement order had been accepted and that I can expect my order to arrive in 3-5 working days and that I’ll get another email once shipped with a tracking number. 5 working days later on 12th December NO shipping email never mind expecting delivery today. They should have also upgraded my replacement order to next day delivery due to inconvenience…
Absolute joke, I ordered this 2.5 weeks ago and still don’t have it despite standard delivery being 3-5 working days.
Customer service convinced me on the phone yesterday that the order WILL be with me today but I obviously knew it wouldn’t be. Shock, no order arrived today so an absolute lie.
Terrible customer service and will NEVER shop with them again.

Placed order on 4 December. No dispatch email sent. Emailed customer service four times. No reply. Shocking.

On Sunday evening, 1st December, I placed an order for collection in store. The customer policy clearly states that parcels should be held for 7 days. However, we never received a notification to pick up the parcel. Before arriving at the store, we contacted the services team on Friday afternoon, who confirmed that we could collect the parcel, so I went to the store today to do so.

When I arrived at the store, a female member of staff told me the parcel had been sent back yesterday, Saturday, 7th December, because “the system said to.” She explained that there was nothing she could do, offering no further explanation or assistance, and admitted she did not know how long parcels should be held for in store and that I must have given a wrong email, which is why I never had an email to say it was ready for collection. I have a Bodyshop account, and had the email notification to say that the order had gone through, which I showed her. Regardless, her response seemed inconsistent with the stated policy, which suggests parcels should be held for 7 days, and should only be collected once notification had been sent to say it was ready for collection. Based on this policy, if the order had been processed on Monday, 2nd December, it should not have been returned until Monday, 9th December at the earliest.

Seeking further clarification, I returned to the store with my partner. We simply wanted to understand how we could resolve the issue, as the products were purchased during a Black Friday promotion, which is obviously no longer running. My partner asked if there was someone more senior we could speak to, but the staff member said there wasn’t anyone available. When pressed, she replied, “You don’t have to believe me if you don’t want,” which we found dismissive and unhelpful.

As it became clear we would not receive assistance, we decided to leave. While we were walking out, the staff member continued speaking and made another unnecessary comment, saying, “Now you know you’re wrong, you’re walking away.” I turned back, surprised and taken aback, but we had nothing else to say and so left.

I've never experienced customer service like this before, and was shocked by the experience, as I'd always received such good customer service from them.

I purchased the refill version of the shower gel in two flavours, wanting to be sustainable. I recently ran out and went to refill my two bottles, only to find that it was out of stock with no indication of when it would be available again. I was advised to check in one other branch which I did only to find that they too were out of stock! Mind you the new plastic versions of this same products are available making me wonder about the companie’s genuine intent of being sustainable. Very disappointing as I have now driven around and wasted time! I will no longer shop from this brand

Placed an order, got confirmation, a day later got email advising order despatached and should arrive on the 30th Nov. Order didn't arrive. Contacted Body Shop via chat on 4th dec and I was assured a replacement order will be placed right now. Nothing happened. Several contacts (call, chats, email) still as at 6th December I have no idea about the order, Previoulsy Royal mail tracker stated received at midlands centre, now tracking fails now as tracking id not recognise. Call centre experience very poor, could hardly understand the person, they didnt really resolve the issue kept putting me on hold. Overall very poor expeirience.

The worst customer service ever. Even though I have provided my full address, something went wrong on postage label from their side and Royal Mail did not even attempt my delivery stating as “address inaccessible”. They did not even apologise until the end of conversation. Only when I told them that was the worst conversation ever, they apologised (sounds inauthentic apology). No solution obtained from the so-called “customer service”. I’ll just wait for the parcel to automatically redirected back to warehouse.

I had a item missing but not bodyshops fault as the box was damaged in transport via courier so phoned customer service. NADA delt with the issue in minutes, she was really polite and apologetic. Great experience.

Worst shop and worst staff. Never again

I hope they finish going out of business soon. I returned a rancid pack of out of date products and now found they have disconnected their help phone number and their emails no longer are answered. The body shop is a scam...

The worst experience ordering online I've ever had.
- They sent me the wrong order
- They refused to send me my order until they received the wrong order back
- When the replacement was sent, items were missing
- When speaking to a representative it was insinuated that it was out of good will that they were sending the items out free of charge rather than you know... Delivering the items I paid for.

The amount for free delivery has recently changed to £40, but on the payment screen is still shown as £35. I used the help chat to query this as I was unaware of the change. I suggested they might like to update their payment screen to reflect this. I was told "it has been updated, but the change happened recently so it might take time to show". I see from earlier reviews on Trustpilot that someone had this exact problem a week ago. It doesn't take that long to update a website!
I've always felt that I don't always get value for money from The Body Shop. Products in my opinion are overpriced, they have been for some time, and keep going up. I desperately need to find alternatives for my skincare, because I soon won't be able to afford them

Really fed up with Body Shop. Free delivery over £35, but at check out tried to charge me. I have two vouchers but can’t use them both. Click on special offers and no longer available (so don’t have them on there as “don’t miss me”). I’ve had enough and will be changing the products I use to a company that actually does as it says…..

I needed The Body Shop customer service assistance twice. Twice I was met with nothing but disdain. First time I needed to ask then about a product content as my skin is sentitive, the assistant answered the information was patented so couldn't tell me! I explained to her I didn't need the formula, I simply needed to make sure the % Vit c is not too high, answer, NO. OK. Move on to this week, I received a £5 voucher from them for my birthday, went to use it, code isn't valid. Contact customer service, denies code is broken, tells me to clear cache, I do everything asked and voucher is broken, tells me something must be wrong with my computer to call 0800 to place an order? I asked them for an alternative code, NO, gotta call 0800 to place an order? Absolutely unhelpful and uncaring staff.

Information on website changed on my second log in from Free Delivery over £35 to Free Delivery over £40 ....HOWEVER ...in the check -out it still says free delivery over £35 ???.
Very clunky ordering system on-line - not adding vouchers even after 3 attempts, not accepting address for 4 attempts, losing cart then suddenly merging the 2 orders later in process. I almost gave up but difficult for me to check to a shop

I don't normally write reviews but the service was so appallingly bad from this company that I felt I needed to.

I ordered two items for collection from a local Body Shop store and had to contact them today as I hadn't collected either and had received an email, saying that I had. I told the customer service assistant who answered my live chat message that I hadn't collected either item and they said they would check with the store and email me later. Okay, fine. Except the store are still claiming that I collected one of the items (and aren't willing to admit that they obviously made a mistake and possibly gave my order to the wrong person) so now when I have to message The Body Shop customer service department again about this, they're saying I collected it and are refusing to refund for this one remaining item.

Despite me asking for a refund numerous times on the live chat when I had to contact them again (because I haven't received either item in my order), the customer service advisor just ignores me and keeps saying on a loop that they're going to refer my case for investigation again (which I don't have much confidence in cause it seems like they're not willing to admit that they possibly made a mistake). So I'm probably going to have to contact my bank for a refund because as it stands, I haven't yet received a refund for either item.

Customer service at this company is very poor. I would never order from this company again.

awful expereince, their logistics company is shockingly bad.. they send me a tracking code but never send the items then make you jump through hoops via live chat and emails they never reply to.

Will never use their online shopping again! no wonder their going out of business!

Oh my goodness - My advice is DON'T ORDER FROM BODY SHOP ONLINE - I placed an order a MONTH ago!! Since then, I have had to jump through hoops to try to get to speak to someone. A week after speaking to someone, my order has arrived and it's WRONG. I ordered 3 of the same product and have got 2 and then a totally random other thing thrown in. Arrgghhh - I absolutely give up. I'm gutted, because I love Body Shop products and have been buying them for decades, but since having to close all their shops in the UK, they obvs haven't got the money to pay for a decent distribution company or appropriately paid customer services.

Royal Mail delivered my order worth £100 to the wrong address and The Body Shop have not responded to my request for help. Very disappointed with their lack of customer care after 40 years of shopping at The Body Shop I'm now done with them.

I visit the Warrington store often and I wanted to thank all staff who are extremely polite, professional and customer service focused. I would like to say a special thank you to Sammy. She is very welcoming and warming, who makes you you feel at ease. She is very polite, professional and respectful young lady. Excellent communication at all times and nothing is too much trouble. Thank you for for your wonderful service and pride in your service - Sarah

Attempted to purchase a voucher from the local store.
Money was taken from my account and the store were unable to give me a voucher.
I was assured that the money would be back in my account within 2 working days.
It isn't!