The Body Shop International Reviews 

Very slow delivery times even when they are on time. However like the last few reviewers my delivery (made 8.12.2024) is now only just being dispatched. (16.12.2024). They can't tell me when it will arrive still... Various excuses made, IT system problem according to the chat, Black Friday according to the phone - who did at least answer. But so expensive and so slow.

Looking at previous complaints they did say to another customer "Hello! ...We're really sorry to hear about the inconvenience you faced with your recent online shopping experience and the delay in receiving your order and in our response. Your feedback means a lot to us as we strive to improve our services continuously. Please know that we are taking your concerns very seriously and will address this issue promptly.."

Well it sounds like you have done nothing.

Is it called the Body Shop because only one body works there?

Really dislike that as soon as I walk through the door I have to ensure the list of offers. I like to browse around and see the offers for myself. It feels such a pushy sales technique that I am no longer comfortable shopping at the body shop. I know a number of other people that have all said the same thing and so no longer shop there. It is a real shame as I actually like a lot of the products but it makes me feel so uncomfortable that I am willing to forfeit having the products I like.

Don't order online. Ordered a week ago had confirmation and nothing else. Says delivery within 3 to 5 days ! Awful communication. Still waiting for parcel

The body shop discontinued their shops in northern Ireland, Soni decided to order online, giving that I had shopped there quite a few times in stores over the years.

All went as intended, payment made and order confirmation with order number.

That was on the 7th of December and it's now the 14th with still no update or progression of the order.

There's literally no way to contact them and waited for over 15/20mins on chat to no avail.

As many of you know, body shop was saved from administration and was acquired by an investment firm.

Seems to me that the investment company has realised body shop is a sinking ship and doing everything to reclaim losses by allowing an 'active' online shop whereby we all throw money at it and literally get nothing in return.

No updates, no progression, no contact, phone or chat..... Just buy imaginary products on a scam site and never see or hear from them again.

If you want to be a serious business, transparency and customer service is a must to grow your trust and brand, this is just scam written all over it.

So don't be like me and many other who have written a similar review and shop at a reputable store online

Terrible company. Ordered some creams for my wife a week ago and had email confirming the order. The order is still saying in progress. The payment was in pending until today when it was returned to my account but when I check my body shop account the order still says in progress. No communication from this company even though I sent two emails. Tried the online chat with no success.

I think this company is going under. Best not order online from this company unless you like playing the lottery.

I ordered 4 days ago and I still haven't received any updates, and from seeing other people's reviews it's the same for everyone. Shouldn't say it would take 3-5 working days then when it clearly doesn't if I don't receive my order in a few days I will be asking for a refund I'm disappointed and surprised by the service you can't even email them either.

Ordered over a week ago only because it said delivery would be 3-5 working days.
Order status is still “being processed”. Tried to ask for a dispatch date on the chat, ignored for 2 hours so gave up. Rang up instead and they did answer but of absolutely no help. Just told me it will be dispatched “soon”. Don't promise something you can’t deliver please. This will now arrive far too late for the recipient.

Ordered items still not despatched after a week.
Not replying to emails. After reading other reviews wish I had not ordered from them. Do not advise purchasing from Body Shop, seems like a scam set up

No updates about my order. Customer service not answering questions
Massive scam. I'm not recommending this company. Christmas gift order, I have little time left to find something I will open dispute in PayPal

Placed a large (expensive) order on 25th November. It was shipped the next day on 26th November but the tracking code still said “Royal Mail is expecting your parcel” one week later on 2nd December. I phoned the Body Shop and they told me they would send a replacement order. 2 days later I finally get an email to say the replacement order had been accepted and that I can expect my order to arrive in 3-5 working days and that I’ll get another email once shipped with a tracking number. 5 working days later on 12th December NO shipping email never mind expecting delivery today. They should have also upgraded my replacement order to next day delivery due to inconvenience…
Absolute joke, I ordered this 2.5 weeks ago and still don’t have it despite standard delivery being 3-5 working days.
Customer service convinced me on the phone yesterday that the order WILL be with me today but I obviously knew it wouldn’t be. Shock, no order arrived today so an absolute lie.
Terrible customer service and will NEVER shop with them again.

On Sunday evening, 1st December, I placed an order for collection in store. The customer policy clearly states that parcels should be held for 7 days. However, we never received a notification to pick up the parcel. Before arriving at the store, we contacted the services team on Friday afternoon, who confirmed that we could collect the parcel, so I went to the store today to do so.

When I arrived at the store, a female member of staff told me the parcel had been sent back yesterday, Saturday, 7th December, because “the system said to.” She explained that there was nothing she could do, offering no further explanation or assistance, and admitted she did not know how long parcels should be held for in store and that I must have given a wrong email, which is why I never had an email to say it was ready for collection. I have a Bodyshop account, and had the email notification to say that the order had gone through, which I showed her. Regardless, her response seemed inconsistent with the stated policy, which suggests parcels should be held for 7 days, and should only be collected once notification had been sent to say it was ready for collection. Based on this policy, if the order had been processed on Monday, 2nd December, it should not have been returned until Monday, 9th December at the earliest.

Seeking further clarification, I returned to the store with my partner. We simply wanted to understand how we could resolve the issue, as the products were purchased during a Black Friday promotion, which is obviously no longer running. My partner asked if there was someone more senior we could speak to, but the staff member said there wasn’t anyone available. When pressed, she replied, “You don’t have to believe me if you don’t want,” which we found dismissive and unhelpful.

As it became clear we would not receive assistance, we decided to leave. While we were walking out, the staff member continued speaking and made another unnecessary comment, saying, “Now you know you’re wrong, you’re walking away.” I turned back, surprised and taken aback, but we had nothing else to say and so left.

I've never experienced customer service like this before, and was shocked by the experience, as I'd always received such good customer service from them.

I purchased the refill version of the shower gel in two flavours, wanting to be sustainable. I recently ran out and went to refill my two bottles, only to find that it was out of stock with no indication of when it would be available again. I was advised to check in one other branch which I did only to find that they too were out of stock! Mind you the new plastic versions of this same products are available making me wonder about the companie’s genuine intent of being sustainable. Very disappointing as I have now driven around and wasted time! I will no longer shop from this brand

Placed an order, got confirmation, a day later got email advising order despatached and should arrive on the 30th Nov. Order didn't arrive. Contacted Body Shop via chat on 4th dec and I was assured a replacement order will be placed right now. Nothing happened. Several contacts (call, chats, email) still as at 6th December I have no idea about the order, Previoulsy Royal mail tracker stated received at midlands centre, now tracking fails now as tracking id not recognise. Call centre experience very poor, could hardly understand the person, they didnt really resolve the issue kept putting me on hold. Overall very poor expeirience.

The worst customer service ever. Even though I have provided my full address, something went wrong on postage label from their side and Royal Mail did not even attempt my delivery stating as “address inaccessible”. They did not even apologise until the end of conversation. Only when I told them that was the worst conversation ever, they apologised (sounds inauthentic apology). No solution obtained from the so-called “customer service”. I’ll just wait for the parcel to automatically redirected back to warehouse.

I had a item missing but not bodyshops fault as the box was damaged in transport via courier so phoned customer service. NADA delt with the issue in minutes, she was really polite and apologetic. Great experience.

Worst shop and worst staff. Never again

I hope they finish going out of business soon. I returned a rancid pack of out of date products and now found they have disconnected their help phone number and their emails no longer are answered. The body shop is a scam...

The worst experience ordering online I've ever had.
- They sent me the wrong order
- They refused to send me my order until they received the wrong order back
- When the replacement was sent, items were missing
- When speaking to a representative it was insinuated that it was out of good will that they were sending the items out free of charge rather than you know... Delivering the items I paid for.

The amount for free delivery has recently changed to £40, but on the payment screen is still shown as £35. I used the help chat to query this as I was unaware of the change. I suggested they might like to update their payment screen to reflect this. I was told "it has been updated, but the change happened recently so it might take time to show". I see from earlier reviews on Trustpilot that someone had this exact problem a week ago. It doesn't take that long to update a website!
I've always felt that I don't always get value for money from The Body Shop. Products in my opinion are overpriced, they have been for some time, and keep going up. I desperately need to find alternatives for my skincare, because I soon won't be able to afford them

Really fed up with Body Shop. Free delivery over £35, but at check out tried to charge me. I have two vouchers but can’t use them both. Click on special offers and no longer available (so don’t have them on there as “don’t miss me”). I’ve had enough and will be changing the products I use to a company that actually does as it says…..