The Body Shop International Reviews 

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…

It’s actually quite sad to be writing such a negative review. I grew up loving the body shop and always loved spending pocket money as a kid on soap & lip balms but what has happened to this company!
My ordered of £100 + was delivered in a Royal Mail damaged bag! 3 products half full as they leaked everywhere, 2 missing. A replacement order was issued and promised next day delivery, 4 days later and nothing.
No updates or tracking and customer service just fob you off saying they have to email an internal team to investigate, they are doing everything to avoid refunding me…
It’s such a shame but I think my love of the body shop is done… the most unhelpful customer service team. So sad to think how fabulous this company once was….

Why do you always change or discontinue products!?
The vitamin c glow boosting moisturiser was amazing, had amazing reviews light, non greasy, gentle on sensitive skin, yet super moisturising- why change it?
The new formula is thick, greasy and gives me break outs which the old formula didn’t.

The shower gel range is the best and the only gel that does not dry out my skin especially the almond milk .Love their shampoos too and the wonderful hemp hand cream ...lasts a day.Love this ethical non cruelty company !

There is a lot of negative reviews for The Body Shop out there, people are quick to be offended these days. Our experience has been nothing but positive. We live in NZ, put an order in on the 25th of October and our package arrived on the 29th. Thank you Body Shop, will definitely order again.

Don’t expect customer service to reply to your email whatsoever. You will be completely ignored. It appears they have left the building. You won’t get help if anything goes wrong with your order or points (after the points fiasco when the company changed hands-again!)
I tried to order a new replacement copy of my membership card to no avail. I also tried to add points from my store purchase but was ignored entirely both times. Disgraceful and unacceptable. It makes me wonder if they will be shutting down.

Do not believe the NEXT DAY DELIVERY. Mine was promised but took 2 days. I waited in all day. I emailed Body Shop but they didn't bother to reply. Great customer service eh?

Everytime I go to any The Body Shop branch, I dread the amount of people/times they ask me if I need help to find anything. If you say "no thank you", they get either snappy or offended. Other times I have to be quite strong or they start filling my head with what I should buy. Most of the times I know what I want. Or I just want to enjoy my shopping, browsing.
They don't sell more, they just make me run away.

BUT, when the membership stopped for a bit, nothing was done to ease customers experience and loss of vouchers. The staff in store were condescending and lecturing, stating that an email was sent to everyone. So are they implying we customers are lying? And even if we missed the email!! Are we at school? or are we actually paying for their jobs!
I blame the company and the management, because there is obviously pressure on the staff.

I had a very disappointing experience at The Body Shop.
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 completely, I returned to the store (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 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 have since filed a complaint via email and this has been ignored now for weeks.
Unfortunately the gift card can't even be used online and I don't want to risk going into the shop again.
I won’t be returning to the body shop ever again.

If I only could give zero star ;)

Be aware they are selling the expired products on a sale .
The customer service doesn’t exist.
I have bought the expired foundation that harmed my skin and contacted Customer service but no response even few months later.

This is the worst online shop selling cosmetics as the quality of products is very poor and there is no customer service!!!