The Body Shop International Reviews 

The loyalty programe is still not functioning. If you buy anything you can't add the points on the till and have to contact customer service. Customer service (via chat) apologise and ask for a photo of the receipt and then say they will pass it onto the appropriate department. Weeks later the product is still not added to your account and neither are the points. This has now been going on for over 6 months. They say it's a technical error!!

Hello, BShop.

After a long absence I visited your store in Dudley to purchase an item of sentimental value. I found but with new label design. Equally good was the welcome of staff and approachability.

Better than a poplar branded shop in the mall.

Thank you

I have no issue with Body Shop products. The ones I buy are excellent. However, their customer service is abysmal. I recently placed an order on the basis that they were offering free next day delivery. I waited in all day next day and no order arrived. I texted them via Messenger and got no response - my text wasn't even opened (interestingly texting outwith their 9 - 5 hours elicited an automatic response). The following afternoon I received an email stating that Royal Mail would delivery my parcel the following afternoon - more than 72 hours after I placed my order. The Body Shop appear to operate on 72 hour, rather than 24 hour days.
I have emailed and texted again, complaining about the inconvenience and pointed out that when they accepted my order, they entered into a contract with me based on their promise of next working day delivery, but more than a week later I'm still waiting on a reply.
This actually puts me off purchasing from them in future.

Customer service has been shockingly bad these past few years.
Now it’s changed hands again and customer service has become suddenly non existent and they don’t even bother replying to emails at all!
I can’t even get a replacement clubcard sent out for my existing account. Nor can I get points added after I emailed a photo of my store receipt. Even though I’ve tried emailing and following it up three times and been ignored entirely. Anyone home?

Sent me a faulty body spray that wouldn't spray. Emailed them about it on the 20th Aug and STILL haven't had a response despite following up. I'd say the customer service is horrendous but there literally hasn't been any. Please sort yourselves out, this is extremely poor for such an established brand. No wonder you keep going bust.

I placed an order on the 26th August was told order confirmed, like others my old loyalty card was not on my account had to set up a new one on my account.
I haven’t received my order so I emailed them got an automated message no response from them.
I telephoned them today they cancelled my order and the discount code I was given, told to reorder with out a replacement discount code, no offer of a replacement order just cancelled order
Very poor service

Be careful when returning items! Returned an order that my partner had purchased as the items were unsuitable gifts. Included the returns form inside requesting a refund and kept proof of postage from the Post Office. Contacted them 8 days after they had received it and was told that refunds are not automatically issued when they receive a return! Apparently the customer has to make contact and ask for it. The web chat advisor demanded proof of postage which I did not have at the time. I went on the web chat the next day with my proof of postage. This advisor did not ask for it but did also confirm that refunds are not processed automatically! She did then send a refund confirmation email. We will wait and see how quickly the refund comes through! The T & C's for returns on the website do not state anywhere that customers have to make contact after a return is sent. We were loyal Body Shop customers but not any more.

I have been a loyal Body Shop customer for around 45 years. I made a number of purchases totally about £45 during the loyalty card ‘pause’. I was told in the store that the loyalty points would be added on to my card after the ‘pause’ as long as I kept the receipt. When I made another purchase, in the store, after the ‘pause’I was told the points from the ‘pause’ could not be added on and the I would have to contact customer services. I emailed only to be told the points would not be added back. I upped the complaint a number of times but to no avail. I actually think the responses from customer service are AI generated. I will no longer shop at The Body Shop. Very disappointing indeed.

Order no. GBEA34425754

Order 3 weeks ago, contacted them numerous times and was told technical issue and they would sort it.
Just been told to cancel my order and for me to order it again.
I’ve been shopping with them for years for my wife and now I’m walking away with no faith in the company. This was a £70 birthday present for my wife’s 30th

It’s worth it if you’re looking for ethical beauty products and don’t mind spending a little extra.

What has happened to Body Shop? It is just awful now, terrible customer service, constant calls to chase vouchers and lost points, apparently my loyalty card no longer has any information. The products have gone up i n price but the quality has gone down, shame on you Body shop!

I’m so sorry to write this as I have such fond memories of shopping in the Body shop. Really bad customer service. I was over charged in one of their London branches and called customer service to help. They said that I would need to go back to the store to rectify this. The store is incredibly far from where I live and it would be a total inconvenience to go all the way to resolve this and incur travel costs etc. I thought the Body shop would have done so much better. I probably won’t be returning as the experience was so poor.

Poor customer service!!!!!
Stilling money from people selling gift card what you can’t use for weeks now online and not being informed about it !!!!! Asked for a refund has been ignored several times !!!!!! Looks like have to call bank for a charge back !!!!!!

On 18th July, I informed the body shop that the shampoo, conditioner and face peel did not arrive with my order. I asked for these items to be sent out and confirmed that I had received my free gift set.

I was told this would be actioned. I've had no updates or notification that this was on its way to me so I contacted you again, very unhappy on 24th July and asked for my money back. Still no response.

The customer service is less than satisfactory and appalling. I've never experienced such a poor service.

Avoid these thieves at all costs, one star is generous.

If I could give half a star or none I would and I’ll never ever buy anything from here again, nightmare!! If you need to return anything prepare yourself to get very very stressed! 😳 NIGHTMARE !!

I love the bars of soap 🧼 and the body shop currently has an offer of 4 for the price of 3 on the bars of soap and mini handcreams.

GBEA34405047 - great thanks

Order placed on 08/07/25. No updates whatsoever.
Come on BodyShop, up your game!

Received email saying I had early access to their sale as a loyal customer. Ordered products which came to £91. Imagine my surprise when I looked a week later and the same products I ordered would have cost me £25 less! Queried this with the company but they just gave me a weak excuse that sometimes products get discounted more. Well what’s the point in giving me early access? And obviously loyal customers aren’t valued when you charge them more.
UPDATE: after sending numerous emails with no response, I persevered and after a number of emails telling me they couldn’t refund the difference I paid they eventually crumbled when I ask them to forward the query to the boss. Got my refund in price difference but so disappointed I wouldn’t recommend.

Me and my friends went in the o2 arena store and were greeted by a member of staff and was told that they have a promotion whrein you buy items worth more than £10 and you get a free spin and a free product. Got exited and bought £20 worth of soap products. Upon paying, my friend had his chance of spinning and was instructed to spin first before paying by the same staff. Another member of the staff (I am guessing the manager) openned the till to allow us to pay, I was encouraged to be a member too which I did, this manager was also a bit rude as her colleague was explaining to a customer about her freebie outloudly she said "that is not an essential oil" me and the other customer were shocked by her attitude. She then asked this colleague to finish the transaction as they swap tills, I then asked if I am not doing the spin and again this manager said that No because this has to be done before the transaction and it is too late now. How am I to know that as a customer? When the first 2 people who were in line had been guided properly on what to do? I felt like I don't matter and even if I contest she could not be bothered, no apologies but straightfaced bitchy attitude. I think she could benefit from a refresher course in customer service.