The Body Shop International Reviews 1,359

On the 26/10/25 I bought a mango pre-packed mango box of 5 items in the Worthing. Sussex shop.
I wrapped and gave it to my 13 year old GD for a Christmas gift.
When she opened the packaging at Christmas the box was completely empty.
I went into the shop with the empty box, they apologised &replaced the 5 items that should have been in the box but did not even offer a small gift /token for the inconvenience & disappointment/ etc.
I thought this was terrible customer service, for this reason I shall never shop there again.

Customer service: 0/5

Placed an order for a certain amount to get a complimentary gift. The gift was never sent. Would not have ordered that much if it wasn't for the free gift.

No explanation from them, no apology. Customer service does not answer emails AT ALL.

What is customer service doing? Not buying again online - will never get a reply to help resolve the issue.

These reviews terrified me as I’d seen them AFTER my order.

However I had a positive experience with Bodyshop (UK order)

I placed my order online on 17 December. I ordered a number of things on full price and a few on sale and my order qualified for free shipping.

My order arrived using Royal Mail on 22 December. Packed well and just brilliant.

Perhaps things are now better?! Thank you.

I ordered in early October, Canpar was supposed to deliver them. Not one notice, not one call, not a text, absolutely zero reaching out!! In mid December , well past the delivery date, I finally received notice from the body shop that it was shipped!!!? I get stuff from China faster. Absolutely terrible service! I had to get products here because the stores don't have half of their products, as they are grossly under stocked. The stores just have gross cheap novelty garbage now and more than half the products stink, for example the Blue Bell handcream absolutely reeks as bad as the service. There's a lot of actual natural alternatives out there that are proven and much less expensive I will be going elsewhere in the future

Brought 2 advent calendars in the Black Friday sale. The items didn't arrive, contacted them 9 days after I ordered and they said there was a "technical issue" ... I think technical issue means they never sent it. I got an email saying it had been sent, with no tracking number. One of the calendars have now sold out, meaning I won't get it, I was looking forward to opening it because I've been kinda depressed recently and wanted something to cheer me up. They sent a "replacement" for the one that is still in stock but has yet to arrive also. So yeah, not great.

I ordered a perfume from The Body Shop Canada website several weeks ago to ensure it would arrive in time as a gift.

Unfortunately, the package has been stuck in transit. It was originally shipped from Ontario, sent to Quebec, stayed there for a while, returned to Ontario, and was then sent back to Quebec, where it still remains.

Despite multiple attempts to speak with a customer service representative, I have only received automated AI email responses.
I am trying to obtain a refund since the gift is no longer needed; the person it was intended for has already returned home. To date, there has been no meaningful response and no refund, just repeated apologies for delays and generic automated messages.

I genuinely love The Body Shop’s products, but the lack of customer service has been extremely disappointing. Based on this experience,

I can understand why the business is struggling. Customer service would rate a negative 10 out of 10. Please do better.

I placed an order 10 days ago and have received nothing and my account doesn't even tell me if it has been shipped yet. Customer service is based outside of UK and cannot get you a royal mail tracking number. Bad service.

I choose delivery 3-5 working days. When I type at 6 day what's going on they just told me that deliver will be today or tomorrow. Unlucky royal mail decide to change the hour of delivery from 7:30 pm to between 1 and 3 pm. Of course I wasn't home so my delivery got postponed for the next day. The body shop decided to give me 5£ to spend as a voucher in their store.i love the products from then but customer service is just a joke. I will not recommend anyone to place order via online store.

AVOID shopping online! They don't deliver your order and the customer service in trying to obtain a refund is largely non existent. Extremely poor retailer. Appalling customer service. Very difficult to get refund. AVOID AT ALL COSTS.

YET Again! I tried to give tue bodyshop another chance in the hopes that they would have improved, but yet again they let me down.

They took my money, but never sent my items

Every time i place an order, they do this. Never again, this has been 4 years running!

Poor service! Even worse customer service. Took me 10 attempts for her to understand the order number. She had no clue what she was doing. I have to wait for my order which hasn’t been delivered for 10 days but can’t call back until tomorrow to get a refund! Unbelievable! Never ordered from them before and never will again. AWFUL

I've used The Bodyshop for a while and never had any issues with them until recently.

An Advent calendar was purchased for my partner as a Christmas gift, and I also asked if they would be in the black friday sales. My local branch said they wouldn't be, and if I wanted delivery of the item before the 1st of December, I'd need to make the purchase soon.

As soon as the sales started, the advent calendar was discounted by £40.00, it's a round trip of 30 miles to my closest branch, I contacted the customer service to see if they would refund the difference, because I feel I was mis-sold an item and pressured to order before Dec 1st deadline. The customer service promised me twice that a manager would call me, both times failed to make any call or follow up with the query.

I feel I was mis-sold this item at its original price, and they could have easily rectified this given the money spent with them over the years

Bought the advent calendar for my mother. Paid the express shipment rate. It’s been a week now and haven’t received yet.

Worst experience never. They never dispatched the order. I constantly chasing them..
Please stay away from them ..if you want peace of mind Its my fault I didn't check the reviews before ordering

Online order sent to the wrong address. Impossible to get hold of. Eventually responded to my email. They haven’t send a correct replacement. No means of replying to their email so I have to start the process all over again. They haven’t responded to my DM on Facebook. Just painful customer service.

Staff must be on commission or something. I have 2 local shops and staff are so overwhelmingly in your face constantly trying to sale products. Just let customers look and browse, if we need something we will ask. Obviously prices are stupid high as well, for example £14 for sleep lavender shower gel but in the sale and outlet it goes down to £4. Never buy anything full price from this shop.

i purchased 2 gift from the website they looked a reasonable present for £15 pounds each when i got them hey looked like something off cheep website you pay £5 max for they have gone down hill drastically

also look at the feed back no replies from the company

stay away they are trying to make money before they close they are selling absolute rubbish

I ordered the vitamin E cleanser on 30/10/25, a week went by and it never came and hadn't heard from any courier so I emailed to chase and was told a replacement would be sent so I "don't need to worry" and "it's all taken care of". except another week goes by and still, nothing, so I email again and am told ANOTHER replacement will be sent on 2 day delivery, which surprise surprise NEVER came and it's now 28/11/25 and I've requested a refund. The man I emailed was polite but that's literally the only "good" thing I can say, everything else has been awful and there's been no apology! Just "yep your refunds coming" oh yeah cheers for that! I'm just glad I only ordered one item, I was planning to switch all my products to bodyshop but now never going there again

Shout out to Natalie the manager at Bayshore Mall, Ottawa. She listened to my sad story of having my large Coconut Body Butter bag stolen in the store on Sunday morning. I am 75 years old and on a pension. It was a significant loss for me. Young servers weren't able to help me, but manager Natalie saw I was genuine and very upset at the loss of my daughter’s Christmas present and graciously handed me a replacement product.

Zero if I could
Ordered online in Canada
They shipped the wrong package but charged me with the more expensive one
Unable to talk to a « human agent » as AI answers keep coming on…was willing to keep that package but asked for a refund…for the difference in price…cannot reach nobody, or they just ignore me…it is so disgusting…