The Body Shop International Reviews 

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!

Ordered on 13th December and said it would be delivered within 5 working days. Still hasn't been delivered. Will never order from them again

We went to the Body Shop. The staff were helpful but all the manager wandering about with a face like thunder was not very nice. The young lady behind the till looked so nervous and that was sad. Interestingly the perfume musk had a beautiful smell in-store but just opened it and it is not the same. I do know this as I worked for someone for several years who had a franchise of this company in the past and I had beautiful baskets from her Please be aware of this. The two stars are for the young woman who served us who deserved a medal working with the manager who was a woman incidentally and made her so uncomfortable.

Placed an order yesterday. Received no confirmation email. I can see payment, however, has been taken.
Customer service is via online chat. They cannot find my order after searching with my name and email address. Even though you have to provide those, plus phone number and address.
The non “customer service” person then asked for my name and full address so he might send to IT to do a deep dive. I refused. He would have access to my order through my name, number, email and address.

I agree with other reviews. Feels like a scam.

Very disappointing.

Ordered on the 28th November and still not received order. Christmas presents not received. Customer service was appalling as it took days for them to respond even after talking to some on the chat. They wanted to get back to me via email. Had to go back to them. When they said the replacement order would be sent within 3-5 days is took over a week for it to be sent.

Ordered some items for Christmas gifts on the 7th December promised 3-5 working days postage. No products received and no refund as yet so can't re buy presents. Poor customer service very disappointing

I don't know who is managing the body shop online but it's 100 percent a scam .

They're not processing or delivering just taking payments .

I got in touch with 2 different agents on the number provided on their site. I wish to cancel my order since they're not even processing the order just keeping it " in progress" agents were foreign and super scammy both of them told me being "dispacted today" and I called them 3 days apart so that's a lie. They're telling everyone " being dispatched today" when I tried to cancel since I paid for next day delievery and it's already been weeks they replied no refund till order arrives .. which works in their favour since they're not even sending the items.. I've.called my bank and reported them it's a huge scam

Ordered a Xmas gift set for my wife last week. Delivery stated as 3-5 days. A week later…nothing delivered and no emails. Sent them 2 emails and tried to contact them via webform. Eventually found their phone number and was answered after an hour by an off shore call centre and someone with poor English. Was told the item hadn’t yet been dispatched but promised to send it in next few days. I said no chance and asked them to cancel it. They refused saying it was too far down their process to be cancelled. I’ve since sent them another email cancelling the order. I’ve just now (after over a week) received an email saying the item is “out of stock”. What a joke. Their contact details are hard to find but their phone number is 0800 092 9090. Be prepared for a long wait on hold.

Placed an order on 27th November, notified it was out for delivery on the 5th December and the postman arrived with an empty box in a bag. Contacted The Body Shop the same day (and again this week) with photos and have had no response since, other than an automated email. No phone number I can find either.
Appalling customer service from such a well established company. Having shopped with them for years I will never use them again.

Ordered items on the 12/12/24 still no update got through to chat and was told it will be delivered today 19/12/24 still no order delivery as a first time customer doesn’t inspire a whole lot of confidence

A week has passed and still no word on where my order is, except that it left Malta. If I had known it would be shipped from Malta I would never have ordered from you. In addition to all this, customer service does not respond to emails. Avoid ordering from this site at all costs, they are not professional at all. This is my first time buying from this store, needless to say I will never make such a mistake again.

And, hopefully the last update
Royal Mail have emailed with estimated delivery date - Monday 23rd

The end of this sorry saga seems near.

Happy Christmas all.

Further update

In fairness to Body Shop, I've learned that it's the bank which times pending transactions out.

And to put icing kn the cake, I've had a mail from BS telling me that it's 'time to get excited' as the order's ready for shipping.

Time to get excited? What? Any excitement there was died over a week ago when Body Shop's Customer so-called Service was shown for what it is - awful!

Update as at 20 December 2024.

I had received an email which offered apologies and a commitment to pass my concerns up the line. My response to that apology is as follows:

"Until yesterday, a payment for £46.00 was showing as pending payment to Body Shop, in my bank account. On checking today, that pending payment has disappeared! I was told that it probably disappeared because Body Shop cancelled the payment. Is this so and if so, the fact that I had not been told of that cancellation speaks volumes!"

I placed an order on line on 13 December 2024 and that order requested home delivery. It prompted an auto acknowledgement.

Here we are, six days, two chaser emails and one chaser phone call later, and still no sign of when I might expect delivery. The money's still not been taken from my bank account. Silence! Is Body Shop's really interested on meeting its customer's needs?

Yes, Body Shop's in recovery mode but if the treatment I'm receiving is typical of other customers, will it ever recover?

Update 19 December 2024......

Following a telecon with Body Shop and its follow up email confirming next steps:

"Thanks for your mail and yes, it confirms the total lack of any concrete proposals!

"I'm sorry, but I feel that I have to say that this recent experience with The Body Shop has been one of the worst I've experienced with any retailer. Please pass that message up the line to whomsoever is responsible for both corporate image and customer relations. Am I wrong to have expected positive outcomes from my recent conversations with Body Shop?

"As I am uncertain what to expect of Body Shop, following recent conversations, I can but wait and see what transpires. There lies a big message for Body Shop!"

I trust that Body Shop see and take note of this, my experience

Sad to have had a bad experience as I do like the Body Shop products. Placed order on 7 December and received immediate confirmation. No follow up progress on delivery. Used the contact form online over a week later to request update and received an automated response. Luckily as I had an account I also checked progress online. It was finally dispatched after my online contact, but still no actual update or response from the Body Shop. Poor customer service and looks like others have had a similar experience.

Ordered online. Card Auth taken and got order confirmation email, delivery 3-5 days. Then nothing.....

No card payment actually taken although Auth is still sitting there. No despatch email. Can't get beyond bot on help chat.

Clearly unable to fulfil orders. Nothing going beyond automated stage.

A responsible company would stop the radio ads, update the website with info and apology, and stop further orders.....

...but that's not what we are dealing with here.

Massively disappointed as this order was on behalf of my elderly dad as a loving gift to my elderly mum.

Body shop. You should have stayed shut!!!!

I’ve had the same problem with online ordering as mentioned by many people here in the reviews. Placed it on the 11th of December, today is the 18th and still it hasn’t been dispatched. I tried contacting the customer service with no luck. Checked out as guest so I have no way of cancelling my order, the payment is still pending on my bank account so they haven’t even processed it. You’d really think that wouldn’t happen with a brand that’s been around for so long and used to have a decent reputation. Needless to say I won’t be purchasing from them again. Very disappointed!

Only part of our order from Black Friday was received but we contacted the online chat to explain this. They were very good and sent out the replacements very quickly. Very good customer service. Thankyou.

As a loyal customer i am disgusted with customer service and delivery ordered on the 9th December still nothing no reply from emails
Absolutely terrible company now
Will not use again

Ordered my goods 1 Dec, received email on 8 Dec saying my order had been dispatched. It's now 17 Dec & I still haven't received it. Email said 3-5 working day, I think that time has passed!
When I track my parcel on the Royal Mail tracking service it says they are expecting the parcel, the same message since 8 Dec.
I emailed The Body Shop twice and still no reply.
I too have been a customer of The Body Shop for many years but the customer service is so bad I won't use it again.
I don't hold out much luck for receiving this parcel, which is a gift for someone.
I'm receiving their usual promotional emails but they can't be bothered to reply to my two emails.
Catherine T Jones

Update
I have since spoken to someone called Lamis on the live chat after waiting a long time for a reply on ther. They were very apologetic and said they were extremely busy and that they would order my goods again and I'd receive them before Christmas. I don't have a lot of confidence in that happening but we'll see. They took payment when I placed my order so that was 1 Dec! and it's now 18 Dec!
All the emails I've sent to The Body Shop have now made their way back to me as 'delivery failed'
CT Jones

UPDATE 19 December
I have now been on the live chat for over 4 hours. I'm going about my business and keep checking live chat but nothing from it.
Delivery status still the same from 8 December, Royal Mail is expecting it!
CT Jones

ANOTHER UPDATE FOR ANYONE INTERESTED
I just had a tel conversation 19/12/2004 with a woman called Mayar from The Body Shop who has re-ordered my items to be delivered express delivery. Mayar also confirmed this order via email. Keeping fingers crossed the parcel actually arrives. I hope everyone else has some luck in getting their items.
CT Jones

21 DECEMBER
Parcel arrived today! Only 21 days after I ordered it!
It is though, thanks to Mayar that I received it at all. Thank you Mayar!

Good luck to everyone waiting for a parcel from The Body Shop.

Catherine T Jones

This company is obviously in some kind of difficulty. I have ordered from them online for years and they’ve been great. However, I placed an order on the 1st December. It wasn’t until the 7th that I’d had an email to say the order had been dispatched. On the 14th I checked the tracking and Royal Mail still haven’t received the package and it still says the same today (17th). My attempts to contact The Body Shop have had no response. I see other people have left similar reviews. Surely it can’t just be Christmas overload?!! It’s now been 17 days awaiting a 3 to 5 day delivery. Hoping my order will come soon with an apology!

DON'T ORDER ONLINE. THEY TOOK MONEY ONE WEEK AGO AND GONE. NO ANSWER EMAIL OR PHONE. THIS IS A SCAM!