The Body Shop International Reviews 

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!

I've just bought a body butter, it says 200 ml. on the lid, but 25% of the content was empty, it's just 150 ml. only. The price was huge for just 150 ml., when it should be 200 ml. as estated on the lid. It's a scam

Absolute joke of a company , 14 days to process an order and incompetent lazy admin staff that can’t be bothered to reply and ask weird questions like what my date of birth is on the phone. Sound like they are in Brazil who are known to be horrible at admin and make everything super difficult to sort out. Have now sent two parcels ( charged me twice) and still they can’t read or answer a simple email refund request. What the hell has happened to this once great brand. Sell up to someone that has a clue what they are doing please! Get a uk admin team and bin off whoever these jokers are answering your emails. Incredibly unprofessional.

If I could give a zero rating I would.
Placed an order. However got a 404 error. Money was taken from my account, called the number listed on the website, after I never got a confirmation email, nor was my order showing on my body shop account/login. I got told I'd have my order in a week if not the hold on my credit card would be lifted. The hold was not lifted, still no order! Have tried to contact through support email, got told it was getting looked into 4 weeks ago. No contact since, I have sent follow up emails, no reply. Have messaged on Facebook, nothing!
Appalling! I'm about to take this higher up.

Edit 28/08: Managed to call the phone number listed last week after the generic reply below, with no action taken. Was advised they will pass it for someone to review. Got offered a "voucher" for the goods I never received while on the phone. Got told I would hear back about my query in 3 days. Well 3 days has been and gone and no contact made.

I have been trying to place an order for over an hour today and previously as well, get to checkout and there's no option to pay so I have ordered my items from another website and no trouble at all. I won't be using this site again

Ordered a range of items on 20/07/24 and tracking is saying Royal Mail are still waiting to receive order.
Sent an email (no reply) phones are not answered & no one available on chat !!
Beyond disappointed 😞

I placed an order 23 June in NZ. Queried non-delivery 3 July. Email received saying it was being looked into. After prompting, another email received saying they were having difficulty finding my order. Have email 3 times since then and never received a reply. Phone number disconnected ? Appalling ! I've been a customer of Body Shop as long as I can remember but never again

I ordered a few things from the online shop. Over two weeks later it hasn’t arrived. The online chat doesn’t seem to have anyone operating it and the phone lines are off for “maintenance”. I’ve sent two emails around a week apart and still haven’t heard anything back. I would love either the products I have ordered or my money back. Either way, avoid buying from their website. Sadly Amazon is much more reliable! Would boycott entirely if any other shampoo worked for my dandruff 🌨️

The worst store ever,they sell gift card and then when you buy something they don’t accept the gift card,never return to the body shop again they should be closed for ever!

I have bought the brand for over 40 years, wondered what had changed.
Poor customer service is the problem, staff seem disenchanted.
Won't be going there again

My order has not been delivered to me after over 10 days. I have put in 2 request forms but have not received a response. The first request was put in 5 days ago. The phone is not being answered after spending nearly an hour waiting and the live chat is not working. I have no other way to contact customer services to resolve the issue when on the tracking it says Royal Mail still haven’t received my order from the body shop end. This is very disappointing.

Can’t give zero stars!
My order hasn’t turned up. Emailed body shop 3 times with no response, I’ve called but been on hold for ages, the calls aren’t answered.
Also tried Royal Mail who are just as useless.
It’s not cheap, seems there’s no way to get my money back now. I will never shop with body shop again!

Placed my order and paid for express delivery early July and still received nothing. I have emailed a number of times but no response. I did get an email asking me to review the products ordered despite not receiving them. Live Chat does not work and redirects you to FAQ or email. Calling is also pointless, called a few times now and constantly on hold. Very disappointing service.

Really poor service. Placed an order last week, never received a confirmation email, no dispatch email, no communication at all. Online chat is constantly down despite being advertised as open. No one ever answers the phones- you’re left on hold for ages. Bank sent the money back to my account. Order arrived out of the blue- late might I add and now the money has gone out of my account. Really poor service. No wonder the company is in trouble if this is how you treat your customers.

I forgot I had a subscription active so they automatically ordered the product without me realising. I called support to cancel the order and they told me all the steps to fix the issue. A couple of days later, they contacted me again telling me the order was cancelled. The person on the call was extremely polite and the body shop promptly took all the right steps! In conclusion, I would trust the customer service and I will keep shopping here.