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.
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