The Body Shop

In my opinion the new packaging design is ugly and crude. Whereas old packaging looked aesthetic in my bathroom and bedroom, now it is no pleasure to look at, so put away in cupboards!
I used to love Indian Night Jasmine eau de toilette so when ran out ordered the apparent new version (Wild Jasmine) - totally disappointed as lacks quality and depth of original fragrance.
What a shame, will now be very reticent about ordering, or asking for Body Shop products as presents from family and friends.
Also new website not as user friendly.
Christine, Essex

Horrible experience with this company! If you want to purchase an Advent and actually use it during the advent skip this company. If you don't want more stress to your Holiday season avoid The Body Shop at all costs! I would give negative stars and that really should be an option they don't even deserve one.

This Body Shop product was fun the first 12 days, but lost steam for me when the boxes for the remainder of Advent had repeat items (the only difference being different scents of the same items). I'm sure they would have had the stock to have added different things so that each day was more novel...

My friend visited the Exeter branch of The Bodyshop and left in tears due to how they were treated by staff and their manager. There was no compassion shown to try and help with my friends autism. Due to the staff interactions my friend became non-verbal. No effort was made to address my friends needs and they were made to feel so uncomfortable that they had to leave in tears. I never normally leave reviews but their conduct has moved me to do so. And want to raise this feedback so that others don't have to go through the same treatment. Bad customer service by any measure, but it is even more important that they should have the training to be able to provide appropriate service to those with conditions such as autism.

So irritating and annoying to deal with. Order was shipped with an item not included. Contacted customer service who told me to wait 72 hours for a response, and then there was no response. Contacted again and was told to wait another 72 hours. At this point, I will never get a refund or a replacement for my missing item in my order. Total scam.

I ordered the Share the Love Big Advent Calendar as a gift. However, the gift never arrived. I reached out to The Body Shop for a few days trying to track down my order. By the time they confirmed that the order was lost, the product was sold out and could not be replaced. The Body Shop did issue a refund. When they reached out to solicit a review I gladly obliged. However, my review was denied. Disappointed that they sugarcoat things and pick and choose which reviews they allow on their site.

I placed an order online with The Body Shop 2 weeks ago, Imand my order was supposed to arrive in 5-7 business days. It has been 14 days and I still don't have my product. When I check the FEDEX track your package link it shows that my package has been in pending Staus from day 1. I have contacted the Body Shop several times and have asked for them to help me. I've spoke to their customer service rep (if you could even call her that) Valentina and she has been of zero help to me! She keeps telling me that I need to be patient and wait. Meanwhile this company has my money and I don't have any of the products that I ordered. She refuses to try and locate my package or contact FedEx to see if the package has been lost. I've asked the Body Shop to refund my purchase since it's been 2 weeks and I haven't revived my order and they refuse. Never, Ever order from their website. They take your money and never you send you the product! Worst Company Ever!

My Mum and I have been using White Musk oil perfume for 30years. I can't wear any other perfume that is not an oil. We are both very disappointed in the new " Vegan bottles ". No Smell, No white musk scent, just smells like metho with a more expensive price!
My Mum's bottle has run out but I still have a little of the purple bottle and the bottle before that. So much scent in both bottles compared to the new one. I always get compliments when wearing white musk, but this new bottle doesn't even last, no aroma of musk at all.
We would of brought more bottles if we knew it was going to be discontinued.

So I have been buying the Hemp heavy duty moisturizer for years. Not only is it no longer available on their website but they sell something that looks just like it purposely to trick customers. I used to buy a 6.7 oz tub for about $20. Now they have a small tub that looks exactly the same in their advertising as the large tub for about $20. You think you are buying the product you always purchased but when it shows up its ONLY 1.7 0z! SO THEY F**K YOU OUT OF 5 oz of PRODUCT! Total scumbag move!

I went there and all the lip butter was not sealed and was on top of each other, I opened the non-tester as I thought it was a tester and was told to pay for it. Now if it was sealed I would understand. Or put in some way that u could tell its not a tester. Not even hydrating and feels old

So I just spent an hour putting items to redeem an offer I got in email tonight. I am based in the US but I could not place the order. Spoke to customer service and they told me that that it had expured. When i dug further i was told this was an offer for Canada and the US has an offer that does not cover my items. I love TBS products but I do not appreciate wasting time because they sent me the wrong ad.

I had no idea the butter formula changed, i used to buy it and love it.
I ordered on line and received it recently.
What a huuuge disappointment. It smells awful, less hydrating... what a pity!
How could they make such a mess, i wonder...

Everytime I make a purchase at the Body Shop, I usually regret it. Most of their products have an overwhelming amount of fragrance and its very artificial instead of natural.
I do really like some of their body butters and how moisturizing they are for my dry skin but most of them contain an off putting scent. They also have an amazing assortment of face masks and body scrubs. All their products are cruelty free and vegan.
I have never had had an issue making returns, whether they are from an online or in store purchase. It just has to be within their 45 day policy.
If you love products with strong fragrances then you will enjoy many of their products. They have great sales and coupons as well!

I bought moisturizer cream for my family who will be traveling abroad. I expected the items to arrive on time. NOT EVEN CLOSE. Items ordered on 11/4/2021. Seller advertised 3-7 day shipment. As of now 11/20/2021, items still not received and continually getting delayed. Customer service representatives are useless, refused to change shipment, resend item, or issue refund. Obnoxious repetition of "I am sorry" and "I understand" by the customer service representative on the phone resulted in zero change in this transaction. As of now, item continued to get delayed. No help. I'm demanding a full refund for this transaction.

Update: it's been 3 weeks after my order, the items have been shipped by mistake back to the "warehouse." Per the manager, an investigation has to be completed. No refund will be issued prior to that. This is the fourth time I made a phone call trying to deal with this messed up company. I got my refund after threatening to report fraud to my credit card company.

Ordered an advent calendar from them (Box of wonders). It was in stock and they took my money immediately. The day after I got an email from them to say it had been shipped - 'prepare to be excited' the email said. A week later, no delivery, but another email asking how my delivery was. A bit odd. I tried to contact them, their online chat was not working, no phone number, so I had to email them (at the address provided on their website). No response after 2 days. Eventually I managed to get in touch with them by online Chat. The 'advisor' told me it's out of stock. Yes, I know - but it wasn't when I ordered it, and you'd taken my money and told me it had been shipped. Well, apparently it had not been shipped and it is common for them to send this email before shipping! I mean, that's poor service to start with, but then to not communicate to you that it's out of stock and not being shipped is even worse.
To add insult to injury, when I asked for a refund they said that will take up to 5 days! Are they sending the refund on a camel? They seemed to have no problem using the modern, instant banking system when taking my money.

Avoid like the plague, unless you want to enter a lottery of whether you actually receive your order, and having to spend unnecessary hours trying to resolve it.

Edit - 6 days later and I have still not received a refund from The Body Shop. They are truly a company to be avoided. I will now have to start a paypal resolution to get my money back.

Some products can be on the high end for pricing; however they have sales regularly. If you wait for sales 40-70% off sometimes with free shipping you can get some fantastic deals.
I have never waited more than a week for items to be delivered, including boxing day sale which was their busy time. Never been disappointed in quality of products I received.
Favorite is the body butters, love the soft, subtle scent of coconut body butter and the Strawberry Body Butter. Fragrance lasts all day but not overbearing and skin is noticeably softer to touch. Husband loves the hemp lotion as he works outside all winter and it really heals and protects his skin from winter chapping and cracks.

I can't speak to their products as I placed an order and due to a technical issue with their site, was not delivered to the correct address. Customer service was unapologetic and offered no resolution as is their "policy". I was treated like a liar and a criminal. I felt if they were not going to replace the $100 order at no cost, the least they could have done was offer a discount off another order. I will NEVER shop Body Shop.

If there were zero stars that is what they would get. Horrible customer service from two of the people working there. After how they treated me, I'm never going back there. As I was in the store, the team lead working there was busy talking and texting on her watch as I requested help multiple times. When she came, she would talk to me with so much disrespect and later on gossip with the other person working there, I'm assuming an assistant manager or someone in a higher position based on the way they were talking. As a customer, that treatment made me feel horrible. The gossiping could be clearly about me, as there was so much loud laughter. When the other person came to help me, she said, "I don't know if you heard, but as I said"... and so on. She was so rude and self-entitled because nobody should be spoken to like that. This trip has given me a whole new perspective about this store, since I should feel included and so on, however, thanks to those two I felt the opposite and even worst. These types of people shouldn't be working in customer service BECAUSE of all the bullying... The way they treat other members is disgusting. I can't believe after reading all these reviews, they haven't done anything about it. HR needs to do something.