Trust Score 51/100 · 5 sources · 1,887 reviews · updated 16 Oct 2026
The Body Shop reviews
In short
Is The Body Shop legit?
The Body Shop scores 1.8 out of 5 on Trustpilot from 1,386 reviews, and 902 of them (65%) are one star. Sitejabber gives 2.1 from 44 reviews and Reviews.io gives 3.5 from 216. The App Store score of 1.4 from 210 reviews is driven mostly by language problems, and the Google score of 4.8 from 31 reviews covers a single store listing. Reviewers praise in-store staff and some products, and criticise online orders and support.
Trust Score 51/100 from 1,887 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 1,887
As of 16 Oct 2026 · How we score
AI summary
The Body Shop scores 1.8 out of 5 on Trustpilot from 1,386 reviews, and 902 of them (65%) are one star. Sitejabber gives 2.1 from 44 reviews and Reviews.io gives 3.5 from 216. The App Store score of 1.4 from 210 reviews is driven mostly by language problems, and the Google score of 4.8 from 31 reviews covers a single store listing. Reviewers praise in-store staff and some products, and criticise online orders and support.
- Store staff are the most praised point. Reviewers name helpful, friendly, well informed staff in UK stores and in other countries. Google rates the one store listing 4.8 from 31 reviews, with 27 five-star ratings. Trustpilot
- Some products get strong praise. Reviewers mention the shower gels, body butters, hemp hand cream, face masks and fragrances. Reviews.io shows 115 of 216 ratings (53%) at five stars. Trustpilot
- Reviewers value the vegan and cruelty free positioning. Several say they accept higher prices for ethical products and for gentler formulas on sensitive skin. Trustpilot
- Gift sets, offers and sales are liked. Reviewers mention gift sets at all price points and regular discounts. Google
- Support is hard to reach. Reviewers report unanswered emails, unanswered phone lines, long waits for chat replies and a chatbot or AI first point of contact. Trustpilot has 902 one-star reviews out of 1,386. Trustpilot
- Online orders arrive late, arrive incomplete or do not arrive. Reviewers describe waits of weeks, missing items and lost parcels. Many Trustpilot complaints come from Spanish-language orders. Trustpilot
- Reformulated or discontinued products upset long-term buyers. Reviewers name body butter, White Musk, a foot spray, a pore mask and a carrot moisturiser as changed or withdrawn. Trustpilot
- Prices are seen as too high for the quality. One Trustpilot reviewer says a shower gel is now £8.50 against about £5 a few years ago. Others report smaller sizes at similar prices. Trustpilot
- The mobile app often opens in Korean or another foreign language, even when the listing says USA. Reviewers say they cannot find a language setting and delete the app. This may be a regional app match rather than a UK app. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.8 / 5 | 1,386 | 16 Oct 2026 |
| App Store | 1.4 / 5 | 210 | 16 Oct 2026 |
| 4.8 / 5 | 31 | 16 Oct 2026 | |
| Sitejabber | 2.1 / 5 | 44 | 16 Oct 2026 |
| Reviews.io | 3.5 / 5 | 216 | 16 Oct 2026 |
Delivery, returns
and support
How is The Body Shop delivery?
Delivery reports are mixed. Some reviewers say orders arrived in about 4 to 5 days, including a UK order and an order to New Zealand. Others report waits of two weeks to a month, parcels marked as delivered but missing, damaged items and missing products. One reviewer reports problems with a postal gift card service. Several of the worst delivery complaints are about non-UK stores, such as Spain and Bulgaria.
How do The Body Shop returns work?
Reviewers report trouble getting refunds. Examples include a refused refund after an overcharge, a returned order with no money back a month later, a missing item with no refund, and a long return process after a skin reaction. One Sitejabber reviewer says they never had an issue with returns. The brand says its products are not sealed in order to reduce packaging.
How is The Body Shop customer support?
Support is the most common complaint. Reviewers report unanswered email, phone lines that are not picked up, and replies that take 3 to 4 days. Some dislike the AI chatbot as a first point of contact. A few reviewers report fast fixes, such as a gift card code sent the next morning. Staff in stores are rated much higher than online support.
How is The Body Shop quality?
Quality opinions are split. Fans praise shower gels, body butters, hemp hand cream and fragrances. Complaints centre on changed formulas, greasy textures, weak scent, half-full looking tubs, and skin reactions such as burning, rashes and breakouts. Long-term buyers often say products were better before the reformulation.
What customers say
about The Body Shop
The new body butter is really greasy and just like other inferior body butters on the market.
the staff in my local one (Shrewsbury) are always so lovely and really well informed, so it's one of my favourite shops to visit.
I placed an order on June 23. To this day, I have received nothing.
It's great that they have gift sets at all ranges of price. The staff was really nice and helpful.
My app won’t switch to US. I DELETED it, re downloaded it. Still says Korea.
I had no idea the butter formula changed, i used to buy it and love it.
Questions about
The Body Shop
Is The Body Shop legit?
Yes, it is an established beauty retailer with physical stores, and in-store service is praised. Trust is lower online. Trustpilot averages 1.8 from 1,386 reviews, with complaints about support and delivery. Reviews.io averages 3.5 from 216 reviews.
How long does The Body Shop delivery take?
Experiences vary. Some reviewers report arrival in about 4 to 5 days, including an order to New Zealand. Others report waits of 2 weeks to a month, lost parcels or missing items. Complaints are especially common for Spanish-language orders.
Can I return The Body Shop products?
Returns are possible, but several reviewers report slow or unanswered refund requests. The brand says its products are not sealed. The data has little detail on the official return window, so check the current policy before buying.
Does The Body Shop reply to bad reviews?
Partly. The brand replies to 15.5% of Trustpilot reviews, usually with a polite apology and a pointer to its support team. No replies were found on Google, Sitejabber or Reviews.io.
Is The Body Shop worth the price?
Opinions are split. Some reviewers say the ethical, vegan products justify paying more. Others say prices have risen, such as a shower gel at £8.50, while formulas have changed or sizes have shrunk. Many mention that regular sales help.
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