The Body Shop Reviews 391

"I am extremely disappointed with my experience. I paid $66 for shipping, yet I had to email daily just to get a tracking number. The package was left in a common mail room without any notification, leaving it at risk of theft. When I contacted support, they claimed the driver 'couldn't access' the building—which is a lie, considering the package was inside the mail room. They refused a refund or replacement despite their clear lack of protocol. My address and phone number were clearly listed, yet no one called. Unacceptable service for the price paid."

Your commercial with the old man in green underwear is the worst ad I have ever seen . Made me puke my coffee . Will never step in your shop again if you keep that style

***BRAINTREE VILLAGE OUTLET***

Carolyn give me some really good advice on what eye creams and moisturiser would be best for my skin type. I’ve walked out a really happy customer, first time here and definitely not my last!

love the scents and the body butters are very nourishing for the skin
range can be very pricey though

An assistant in Westfield Penrith Body Shop showed poor customer service . She was collapsing boxes at the check out while there was a queue of three customers waiting.

The Body Shop has the BEST, FRIENDLIEST staff!!! Very helpful and informative. I love shopping at the Body Shop. Great selection for all skin and hair care. Deliciously scented fragrances. Silky smooth lotions. And Canadian!

I ordered the 2025 Advent Calendar and it was damaged in the shipping. I reached out to them and they offered me a $10 gift card which just happened to be the difference between what I paid and the current sale price. I'm not able to get to the store due to working two jobs. They offered to refund me and still give me the $10 but I would have to pay the shipping costs to send it back which is way more than $10. I was so happy their online store was back but the customer service is seriously lacking so sadly I will never order from them again and now I'm stuck with a damaged product

Today I heard back again from the company after voicing how their offer to rectify the situation made me feel like it was a slap to the face and they have now made me whole. They went above and beyond what I was expecting. I will continue supporting them and I've changed my star rating.

I had a very disappointing experience at The Body Shop in Metrocentre.
I had a skincare consultation in store and spent £94 on a personalised routine that was recommended to me by the store manager. I followed all the instructions given, including gradually introducing each product, but instead of helping, the products caused a painful breakout and inflamed my skin. I later learned from the staff this may have been a reaction to the ingredients.
I reached out to customer service via email and, after a lot of back-and-forth and eventually being ignored, I returned to the store on 16th June (still within the 45-day return policy). At first, staff incorrectly told me I was outside the return window and had to check the policy themselves. I agreed to return and exchange some of the products, but they insisted I also return a free gift I had given away—something I wasn’t told I’d need.
The return process took nearly two hours. I was left standing in the store for long periods while the staff made repeated calls to the manager and dealt with till issues. I have fibromyalgia and am autistic, so this was physically painful and emotionally overwhelming. Although the staff member was kind and did apologise, the explanation given was simply that the tills weren’t working. In the end, I was issued a £45 refund onto a gift card, despite asking for it to go back to my original payment method. This was a refund for returned products—not a goodwill gesture—and I was offered nothing further despite the distress caused.
I’ve spent a lot of time and effort trying to resolve this, and it’s left me feeling extremely let down. I won’t be returning to the body shop again.

Their products are of poor quality. I tried 2 shampoos, a soap, and 2 shower gels. The soap was acceptable for washing hands, all the others were way below avarage quality. I would like to mention one of the shampoos (with shea), which was the worst shampoo I ever tried in my life. It made my hair oily, limp, lifeless, thin. I first thought it was because the weather is changing, I used it for like 6 hair washes, always with the same horrible result. Never in my life did my hair look so bad. Then when I changed to another shampoo (from another producer) surprise, surprise my hair looked good again. I will never buy anything from them again.

Thankyou Beth for your help I went in for some stuff for my daughters birthday and had a really nice experience bought what my daughter wanted and came out with a free gift too Beth was so helpful and friendly

My elderly Mum has used their vitamin E cream for 25+ years, but since shop closures she has no store near her. So, we went online and there was a 3 for 2 offer. Mid order a ‘Pop Up’ said 15% off first order for my email address (standard marketing trade off). NO mention ANYWHERE of ‘cannot be used in conjunction with other offers’ etc so I obliged. Ordered 2 pots to get 3rd free + £3.49 del less 15% discount. My Mum paid a total of £34.09. Parcel arrived with only 2 pots of cream enclosed.
When I challenged Thebodyshop they said I applied for a 15% discount and their T&Cs say offers cannot be used in conjunction with any others. The Pop Up gave no indication of this or offered me a choice. Thebodyshop said I should have ordered 3 pots to get the third free, but my Mum would only have received two pots as ‘I applied for’ a 15% discount. What !!!!!
How dumb do they think we are!!! At £18 each, the free pot was worth £18 whereas with this First Order (give us your email) Pop Up 15% my Mum’s saving after delivery costs was ONLY £5.40. Who would choose to save LESS.
Nothing of what their c/service staff said was helpful. They just kept reverting back to a script.

I have been struggling with dry hair and scalp for years. I decided to try the Jamaican shampoo and leave in conditioner
I cannot believe it!! my hair is soft, easy to manage and restored it's natural oil.

Wrong price on sale items. Sale assistant took offence when I tried to point this out and moreorless waved me out the shop. No apology at all from them. Disgusting customer service!

Asked the staff twice about a price and reassured twice that the gift bag was 50 p . I was in a hurry and got home to realise I'd been charged £2. Not happy about the dishonesty.

I heard the body shop is going out of business and I can see why. I bought several of their crayons for eye and lip and discovered when I got them home that one colour in particular smells … taste and goes on clumpy and dry because they are selling products that have expired at full price. I went back to get a fresher one and they were adamant that that was the natural smell of the product. A man served me so he has no idea of how ransid makeup smells esp lipsticks after their shelf life . Tge product smells exactly like stale nuts or stale cooking oil which I assume was the problem because he did say it’s the oil. He refused to exchange it or reimburse me for the product . It was 38 dollars plus I bought 4. If they treat their customers like this that’s probably contributes to their problem in sales . They basically sold me a product that I had no idea was expired and cannot use and are not prepared to do anything for me. Buyer beware . This is stealing from a customer . I did hear the body shop is owned by Koreans and this gentlemen was Korean with a very matter of fact style. I felt robbed and manipulated . Please know what you are buying and check the shelf life on these products because clearly there selling stale products at full price probably because they are going out of business

Emailed their customer services with a specific question, response was standard letter 'thank you for your comments, we will forward this to our marketing department, blah blah'. Still waiting to hear from their marketing department when I sent a similar email 3 years ago. Absolutely terrible customer service, and I still haven't had an answer as to why they changed the smell of White Musk and still call it White Musk (which is an awful heavy flowery smell) like those terrible room plug-ins.

Edit: Apparently my review will be sent to their info at bodyshop. Already done that, before coming here.

Placed and ordered which includes an advert for a £30 face cream if the order was over a certain value. Value of the order was met but the code didn't apply when I checked out. I contacted the customer service to be told it didn't apply but no t and c's were shown on the advert. They didn't honour the offer and after 2 weeks of emails which were far of the mark they offered a £5 gift voucher! This company used to give great customer service so truly disappointed.

I made an online order for 2 x 3 lots of hand cream. They was advertised as 3 for 2, but once the payment went through I noticed that I had paid for all 6 hand creams, instead of 4. I therefore sent an email explaining they had basically over charged me £14 & I would like a refund, I also called them and was told it would be sorted. I received an email reply today, saying that the only way they could give me a refund, was via a giftcard. I said this was not acceptable and I wanted a refund of the over charge that they had made, but was told, it was either a gift card or I could cancel the order and get a complete refund. I have taken this option and will not be ordering again. This feels almost like a scam, overcharge and then give you a gift card that has to be spent with them!

Do not buy in store!! Cheaper to buy online. Which is a shame, as the high street stores will end up closing, but unfortunately I won't be back.

Quick backstory, when I was in my early 20s
I had experienced a rather large bowel movement and was required to use my Margaret Thatcher themed toilet brush. As I was thrusting maggie deep down the u-bend, I felt a twinge in my elbow. The point is, the name of the shop led me to believe I could purchase a new limb but I was mislead. Picked up some lovely shampoo though.