Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am disputing the fact that the Body Shop located at ******************************************************** refused to take my gift certificate of $40.00 when I bought products in their store. The reason I was given is that they are in the process of being bought out. A gift certificate is like cash. Please help me to resolve this issue. ******* *****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Paid for product and I have never received. I have reached out to customer service with no respnse

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went into the body Shop Saturday March 9th. Wanted to use a gift card that I had gotten for Christmas. They refused to take it. I called a ************** also was told by them. Nope they are in the process of going bankrupt, and I cannot use my gift card. Why are they still taking people's money than?!

  Business response

  03/21/2024

  Hi There,

  Thank you for reaching out!

  Please be advised that on March 1, 2024, The Body Shop ****** Limited (the Company) filed a Notice of Intention to Make a Proposal (***) pursuant to Section 50.4(1) of the Bankruptcy and Insolvency Act (******).
   
  As part of the *** process, and until further notice, the **** program has been made void along with any rewards and the Company will no longer be honoring gift cards, meaning that cannot be issued or used online or in store. 
   
  I'm truly sorry that we've reached this point, especially considering your years of loyalty as our customer. Unfortunately, this situation is beyond our control and completely out of our hands.
   
  I do apologize for any inconvenience this may have caused you.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 11/23/23 I placed an online order (order# USEZ32337227 Took 2 weeks to receive it during those 2 weeks I was ignored by The Body Shop customer care people multiple times I was told they will email me with shipment updates and ETA for the package and not once they contacted me. I ended up constantly calling them during those close they claimed that the item i ordered only the packaging was changed but the formula and the scent stayed the same that I'll be pleased with it and if for whatever reason I don't like it I can return it. During those 2 weeks I learned that The Body Shop store location next to me (walking distance where for years I used to by the item from the store) was permanently closed without a disclaimer on their website since I started to consider canceling the order since it was taking too long to deliver + the near by location was gone in case I need to return it. ******* on the phone reassured me that the product hasn't changed and if for whatever reason I don't like it I need to call them back and they CAN arrange FREE shipping back. So I've called multiple times trying to get FREE Label to ship it back and now I'm told the the formula was changed! There is no free shipping back! I asked for a supervisor was never given one. **** said I'll get a call back NOBODY EVER CALLED! 2 calls to get a supervisor + an email about the issue Ref# ******* complete ignorance!!! NOBODY EVER CALLED NEITHER EMAILED BACK! Regular reps refuse to provide Free Shipping label as I was promised! No near by store to return it. I want my money back!!! **** can have their poor quality product back to themselves at their expense not mine! FALSE PROMISES! LIES ABOUT THE PRODUCT BEING THE SAME. I rep ******** the formula was changed!' NOT WHAT I WAS TOLD BEFORE by ANOTHER REP. **** said they CAN ARRANGE FREE SHIPPING BACK now they Can't! Lies, lies, lies!! So far all together 5 calls were maid myself! Still being ignored a supervisor never called on all open cases!!!

  Business response

  01/03/2024

  Hi *****,

  Thank you for reaching out. I hope you are doing well.
   
  First of all, I would like to thank you for bringing this to my attention, as every feedback matters and it will help us improve and figure out potential issues. 
   
  Id like to assure you that this kind of feedback is taken very seriously. We always strive to improve, and listening to our customers is a key part of the process. 
   
  Your observation will be noted, and we will make sure that it doesnt happen again in the future.
   
  We are truly sorry for the unpleasant experience this  may have caused, and we certainly appreciate you taking the time to reach out to us and share your concerns with us.
   
  Please know that it wasn't our intention at all to cause any inconvenience regarding this.
   
  After checking the case, Im more than glad to inform you've been refunded the costs in the amount of $36.21 on December 19th and the funds should have already been back to your account!

  Thank you for your patience and understanding and have a wonderful day!
  
  

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 2 items one was Macabody Gain Booster and Vanilla Getmebody Gain Syrup I purchased it a month ago and haven't heard are they haven't responded to emails

• Initial Complaint

  12/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I received an advertisement from the Body Shop on December 19th stating that if I made a purchase of $70, I would get free 2 day express shipping in order to get my gifts before Christmas. I wanted to take advantage of this offer, so I placed an order. My order contained Christmas gifts, so it was important that I get the order before Christmas. My order total was $102.13. In the cart, I received a notification that I qualified for the free express shipping, so I knew I qualified for the offer. Upon checkout, there was only one shipping option available, ground shipping. I figured there must have been a system glitch, because the cart had told me I qualified for the free express shipping. I immediately called the body shop upon placing my order to make sure all was ok. I was informed that my order was placed with ground shipping. After some back and forth, I was informed that the only thing they could think of was that maybe there was something considered hazardous preventing me from being able to get express shipping. But they were not able to tell me what it was for me to remove it from the order. However, they assured me since it was the 19th and their shipping was fast, they were confident I would still get my order before Christmas. As a reassurance I was offered a full refund if my order did not arrive by Christmas. I thought that was a generous offer and agreed to it, as we had spent a lot of time on the phone, and they seemed very confident I would get the order on time. Especially if they were offering a full refund on a $100 order. I asked the representative to make sure he noted the agreement in my account, which he did. I did not have my order by Christmas eve and was informed by Fedex that I would not get it until end of day on December 26th. So I called Body Shop to have them refund the order as promised. They refused to fulfill their promise. I didn’t receive the order until December 29th and Body Shop still refused to fulfill their promise.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered Ginger Shampoo like I usually have done for yrs.; I washed my hair with it & strange thing my hair didn't stay clean for 2 days. I tried it again & same thing, plus my hair wasn't shiny & the smell of the shampoo was not a ginger smell like it always was. I called the company & I speaking to a man from Serbia. I said to him there is something wrong with this shampoo; my hair is not clean, & the smell of the shampoo is not the same. I ask, did you change the formula? He said, unfortunately yes, it is now vegan. I did not realize this when I bought it again. It's like they took the rug out from under us. I asked for my money back....he said you can only have it back if you return the product. I said to him it will cost me between 11.00 - 15.00 probably to mail back, can you send me a label to send back for free? He said NO. Can I speak to a supervisor? I say. He says, NO we are working from home. I said to him, if I pay for shipping back to you, then I'm paying twice, as the shampoo is 14.00, and then you give me credit back to my card, I'm still out the money and it makes no sense. He agreed but there is nothing I can do he said. They need to stand behind their products! I want my money back without paying for shipping back to them. I've been a customer for years! ORDER NUMBER ORDER DATE ************  Saturday, November 26, 2022 ORDER STATUS Placed PRODUCT QTY PRICE img Ginger Scalp Care Shampoo 8.4 FL OZ 1 $14.00

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Placed order and 1 of the items came broken, I have sent three messages and heard nothing back.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to make a purchase at the merchant's website but my 1 credit card was declined for no apparent reason. The website instructed me to contact my bank and the bank said that no transaction was attempted by the merchant and also confirmed that all the info I entered in the merchant's website was correct. I also attempted 2 other forms of payment with no success, and for the other 2 the website did not even allow me to enter payment information, it just kicked me out! I contacted the merchant and was told to wait 72 hours to re-attempt. I tried again after 72 hours and, without even entering payment information, The website kicked me out several times. Called the business to place an order by phone but, even though the system prompted me to press #2 to place an order, I was told by the representative that she was unable to place an order because she did not have access to placing orders. My question "why is she answering the call prompted to place an order"? I contacted chat and was told that because my previous payments did not go through that now the system "recognized me" and that I now have to wait 7 days to attempt again. My issues are: 1) the company provides a false sense of ease to place order whilst that is not the case. There is no warning whatsoever as to mistakes leading to customers being banned from the business for up to 7 days 2) the business bans access to purchase of products without the customer even entering any form of payment. This is borderline discriminative as not only customers are not allowed to per say make a mistake with 1 payment form; but also are required to have more than 1 card as the system May decline 1 for no valid reason 3) the customer service representatives provide vague information about rejection and make customers feel guilty for their own internal error The company must inform customers ahead of time as to when this errors can occur and how to avoid them 3) the business offers false phone order option

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩