Review Time
The service has the MOST friendly and helpful staff! They are very informative. I really enjoy shopping here. There’s a fantastic selection for all skin and hair care needs. The fragrances are delightful, and the lotions are wonderfully smooth. Plus, it's Canadian!
I ordered the 2025 Advent Calendar and it was damaged in the shipping. I reached out to them and they offered me a $10 gift card which just happened to be the difference between what I paid and the current sale price. I'm not able to get to the store due to working two jobs. They offered to refund me and still give me the $10 but I would have to pay the shipping costs to send it back which is way more than $10. I was so happy their online store was back but the customer service is seriously lacking so sadly I will never order from them again and now I'm stuck with a damaged product Today I heard back again from the company after voicing how their offer to rectify the situation made me feel like it was a slap to the face and they have now made me whole. They went above and beyond what I was expecting. I will continue supporting them and I've changed my star rating.
I had a very disappointing experience at The Body Shop in Metrocentre.I had a skincare consultation in store and spent £94 on a personalised routine that was recommended to me by the store manager. I followed all the instructions given, including gradually introducing each product, but instead of helping, the products caused a painful breakout and inflamed my skin. I later learned from the staff this may have been a reaction to the ingredients.I reached out to customer service via email and, after a lot of back-and-forth and eventually being ignored, I returned to the store on 16th June (still within the 45-day return policy). At first, staff incorrectly told me I was outside the return window and had to check the policy themselves. I agreed to return and exchange some of the products, but they insisted I also return a free gift I had given away—something I wasn’t told I’d need.The return process took nearly two hours. I was left standing in the store for long periods while the staff made repeated calls to the manager and dealt with till issues. I have fibromyalgia and am autistic, so this was physically painful and emotionally overwhelming. Although the staff member was kind and did apologise, the explanation given was simply that the tills weren’t working. In the end, I was issued a £45 refund onto a gift card, despite asking for it to go back to my original payment method. This was a refund for returned products—not a goodwill gesture—and I was offered nothing further despite the distress caused.I’ve spent a lot of time and effort trying to resolve this, and it’s left me feeling extremely let down. I won’t be returning to the body shop again.
Their products are of poor quality. I tried 2 shampoos, a soap, and 2 shower gels. The soap was acceptable for washing hands, all the others were way below avarage quality. I would like to mention one of the shampoos (with shea), which was the worst shampoo I ever tried in my life. It made my hair oily, limp, lifeless, thin. I first thought it was because the weather is changing, I used it for like 6 hair washes, always with the same horrible result. Never in my life did my hair look so bad. Then when I changed to another shampoo (from another producer) surprise, surprise my hair looked good again. I will never buy anything from them again.
My elderly Mum has used their vitamin E cream for 25+ years, but since shop closures she has no store near her. So, we went online and there was a 3 for 2 offer. Mid order a ‘Pop Up’ said 15% off first order for my email address (standard marketing trade off). NO mention ANYWHERE of ‘cannot be used in conjunction with other offers’ etc so I obliged. Ordered 2 pots to get 3rd free + £3.49 del less 15% discount. My Mum paid a total of £34.09. Parcel arrived with only 2 pots of cream enclosed.When I challenged Thebodyshop they said I applied for a 15% discount and their T&Cs say offers cannot be used in conjunction with any others. The Pop Up gave no indication of this or offered me a choice. Thebodyshop said I should have ordered 3 pots to get the third free, but my Mum would only have received two pots as ‘I applied for’ a 15% discount. What !!!!!How dumb do they think we are!!! At £18 each, the free pot was worth £18 whereas with this First Order (give us your email) Pop Up 15% my Mum’s saving after delivery costs was ONLY £5.40. Who would choose to save LESS.Nothing of what their c/service staff said was helpful. They just kept reverting back to a script.
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