Is thebodyshop.com Legit?

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!!!!

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.

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.

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?

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.

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.

Placed order on 4 December. No dispatch email sent. Emailed customer service four times. No reply. Shocking.

Information on website changed on my second log in from Free Delivery over £35 to Free Delivery over £40 ....HOWEVER ...in the check -out it still says free delivery over £35 ???. Very clunky ordering system on-line - not adding vouchers even after 3 attempts, not accepting address for 4 attempts, losing cart then suddenly merging the 2 orders later in process. I almost gave up but difficult for me to check to a shop

I needed The Body Shop customer service assistance twice. Twice I was met with nothing but disdain. First time I needed to ask then about a product content as my skin is sentitive, the assistant answered the information was patented so couldn't tell me! I explained to her I didn't need the formula, I simply needed to make sure the % Vit c is not too high, answer, NO. OK. Move on to this week, I received a £5 voucher from them for my birthday, went to use it, code isn't valid. Contact customer service, denies code is broken, tells me to clear cache, I do everything asked and voucher is broken, tells me something must be wrong with my computer to call 0800 to place an order? I asked them for an alternative code, NO, gotta call 0800 to place an order? Absolutely unhelpful and uncaring staff.

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

Absolute joke of a company , 14 days to process an order and incompetent lazy admin staff that can’t be bothered to reply and ask weird questions like what my date of birth is on the phone. Sound like they are in Brazil who are known to be horrible at admin and make everything super difficult to sort out. Have now sent two parcels ( charged me twice) and still they can’t read or answer a simple email refund request. What the hell has happened to this once great brand. Sell up to someone that has a clue what they are doing please! Get a uk admin team and bin off whoever these jokers are answering your emails. Incredibly unprofessional.

I placed an order 23 June in NZ. Queried non-delivery 3 July. Email received saying it was being looked into. After prompting, another email received saying they were having difficulty finding my order. Have email 3 times since then and never received a reply. Phone number disconnected ? Appalling ! I've been a customer of Body Shop as long as I can remember but never again

Body Shop have not sent me my order, instead they've sent me 3 items which I didn't order, clearly my order has been mixed up with someone else's. The live chat isn't online, the phones are not answered, complaints are not responded to, emails are not responded to, there is no other way to get in touch. Facebook messenger, no answer. What absolutely useless customer service from a once good retailer. How can I resolve this situation? You've had my money, now I'd like my products.

I have placed an order online more than 3 weeks ago, I got an email straight away to say it has been dispatched, but when I go to Royal Mail it says that it hasn't been given to them. I can't get thru to anyone and they are not answering emails. Absolutely shocking customer service.

Stole my money. Didn’t give me an order confirmation or anything but took the money from my account. I was on hold waiting for customer service for 1hr and the line was cut. So now they are just holding my money hostage and won’t even pick up a call. Live chat says offline even though I tried using it during operating hours. Absolutely horrible. Never again.

I forgot I had a subscription active so they automatically ordered the product without me realising. I called support to cancel the order and they told me all the steps to fix the issue. A couple of days later, they contacted me again telling me the order was cancelled. The person on the call was extremely polite and the body shop promptly took all the right steps! In conclusion, I would trust the customer service and I will keep shopping here.

I have been trying to place an order for over an hour today and previously as well, get to checkout and there's no option to pay so I have ordered my items from another website and no trouble at all. I won't be using this site again

My order has not been delivered to me after over 10 days. I have put in 2 request forms but have not received a response. The first request was put in 5 days ago. The phone is not being answered after spending nearly an hour waiting and the live chat is not working. I have no other way to contact customer services to resolve the issue when on the tracking it says Royal Mail still haven’t received my order from the body shop end. This is very disappointing.

Ordered a range of items on 20/07/24 and tracking is saying Royal Mail are still waiting to receive order.Sent an email (no reply) phones are not answered & no one available on chat !!Beyond disappointed 😞

“Massive Quality Reduction”

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 Service Value Shipping Returns Quality

“Bodyshop Staff”

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.

“White musk oil DISAPPOINTMENT!”

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.

“This company is going bankrupt and taking its customers w/ it!”

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! Tip for consumers:Serious decline in quality! Products used:NOTHING! Service Value Shipping Returns Quality

“TERRIBLE”

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 Service Value Shipping Returns Quality

“False advertising”

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. Service Value

“Lies & Poor business practices!”

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. Tip for consumers:Don’t use this site if you have any expectations of dealing with a professional service or expect to be treated as a valued customer. Service Shipping

“Just bought some lovely body butter from here”

Just bought some lovely body butter from here. Keep an eye out for the sales that they regularly have. You can quite often get free delivery on items too. Delivery is always quick and the items are well packed. Plus you can rest in the knowledge that no animals were harmed making these products :)

“Horrible.”

Been buying your products since first store opened in Ohio. Last order opened top. Everything is waxy hard. Has scent thank you put on skin as I cannot afford to throw out. No softness nothing. Has scent but waxy substance not going to soften skin. Never again. I was a 35 yr customer. It was nice. Not now. Rita Cooke

“Overly scented products”

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! Service Value Shipping Returns Quality

“Expect 1 month+ shipment time and Zero customer service”

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. Tip for consumers:any online shopper Products used:never received

“Don't bother - you'll be lucky to receive your order and customer service is non existent”

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. Tip for consumers:Communication from this company is abysmal. Refund for non-shipped goods not issued, despite them saying it was (then again, they said the item was shipped when it wasn't, so outright lying seems to be a company policy). Paypal resolution started. Products used:None as items were not delivered

“Good quality; lots of sales”

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.

“Horrible customer service”

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. Tip for consumers:Double triple check the delivery address Shipping

“Horrible Customer Service”

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. Service Value Shipping Returns Quality

“Did not honor online promotion.”

On 11/19 there was an online promotion on their body butters list $12 with 40% off with free shipping. At check out it clearly stated that I qualified for free shipping + 40%off. When I entered the discount code for some reason it did go through, I figured I would just call customer service and they would put my purchase through however that was not the case. When speaking to the manager at customer service she basically called me a liar. She said the price couldn't have been stated as such and refused to honour the promotion. Although I love TBS butters they will not be getting my business anymore for the way I was treated.

“Excellent product”

I have already tried this products by the brand and I am really really satisfied by what they offer this product do not match to any products offered by other brands would definitely like to try their other product range by the body shop. Their products are just amazing and I am in love with their brand Tip for consumers:Must try products Products used:Moringa and rose body yogurt Service Value Shipping Returns Quality

“Horrible customer service”

I purchased 3 of the same items at one time. After using one of the items, I went to use a second one and the product was defective. Would not pump. They refused to replace the item saying it was purchased too long ago. I told them I purchase 3 at a time to save shipping. They did not care. Want me to pay to return it. This is a $30 item. Products used:cosmetics Service Returns

“Vitamin C Moisturiser - Such a good addition to my skin care products!”

I bought Body shop's Vitamin C Glow boosting Moisturiser and I'm very happy with the purchase. I use it on my face whenever I feel like my skin is looking a bit dull or tired. The moisturiser gives it a nice glow, with a fresh, dewy look. In the winter months I have noted that I need to also use a bit of natural oil before applying the Vitamin C Moisturiser, as I feel that my skin needs just that little bit more moisture than the product provides. All in all I think it's a worth while purchase and definitely one I plan on always having in my skin care cupboard. Service Value Shipping Quality

“Fantastic Products!”

My husband purchased The Body Shop's Vitamin E skin care kit for me for Christmas. I haven't stopped using their products since. The toner and the night cream are my new holy grain moisterizer and cleanser. Since then I've ordered from their website many times. One time I ordered the full size Vineyard Peach body butter (along with the Green Candied Apple body butter). Everyone online raved about the amazing peach scent so of course I had to get it! When it arrived I smelled it and it smelled more like sage than peaches. I went to my closest Body Shop store and asked if I could exchange it. All they had to do was look up my order on the computer and said yep we'd be happy to make the exchange. I grabbed the Morninga Body Butter and was out of there in 5 minutes! Great customer service, so helpful and easy to work with. Not to mention the scents are to die for and their skincare products are fantastic!

“Never arrived and wouldn't let me post a review”

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. Products used:None. Never arrived.

“Cool! I love its shampoo”

I bought ginger anti-dandruff shampoo from The body shop. The saleswomen recommended for me since it is good for dry hair. Even though it cannot treat hair loss, it made me comfortable after cleaning.

“Amazing skin care range. Love their sheet mask”

They have an amazing skin care range products. All the products are very much beneficial for the skin and does not harm the skin at all. Love their sheet mask. Prices are high but worth the money products. Overall, nice experience.

“Best beauty brand”

Each product you try is to die for.like the edelweiss range for sensitive skin. Its a must and it suits all skin types like all my sisters use this same range. Go for it guys Service Value Shipping Returns Quality

“Exceptional Results”

I had an exceptional experience at the body shop on state street Kourtni the CSR was extremely knowledgeable about an oil called moringa I been dealing with a rash abound two years nothing help the doctors gave me the try me bottle they had on display work very good stop itching Kourtni explain the back ground on the oil I very grateful for an awesome staff Crystal was pleasant Keep up the6 outstanding work Service Value