I was in the store last week and had an extremely dissatisfactory and disappointing customer service experience. I wanted to exchanged the foundation I purchased the week prior for another shade that would be a better color match and was unable to do so. The store only offered credit for the amount I purchased towards the "new purchase" and since I used a loyalty discount on the original foundation, I owed the store money for the transaction. I was also not notified about their inability to do a straight exchange until payment and I tried to reason that this was the exact same product just in a different shade with the exact same retail value. The representative, who I assumed was a shift supervisor/lead or something of the sort was called to help since the associate at the till didn't know how to do the exchange, said something along the lines of "Yes, I understand, but the coupon you used is a one-time use". An exchange especially for the same product is not the same as new purchase, and if it needs to be imputed in your POS as such, that can be overridden. I ended up just asking for a refund, which I received, and rightly so, cause I barely used the product and had the receipt. It's nice of the Body Shop to issue loyalty discounts, but poor front line customer service experiences like these negate my impression of the company. For foundation, the shade needs to match the wearer like clothing needs to fit the wearer. Almost all clothing stores have a policy that let customers do a size exchange without penalizing them to pay more regardless if prices have fluctuated or if a discount was used. Most specialty cosmetics companies will also let their customers do a foundation shade exchange without asking them to pay more. Also, because of the current situation, customers can't try the foundation properly in the store because our masks cover up half our face and there is also the issue of oxidation with foundation and how it appears in different lighting situations, so it's something you need to take home and try and I was penalized for my purchase. I ended up losing my "one-time use loyalty credit", had a poor customer service experience, wasted my time in the original purchase, exchange and commuting in the cold winter weather and am still on the lookout of a new bottle of foundation that I will purchase elsewhere with a fair return/exchange policy. I'd advise others not to purchase foundation from The Body Shop if customers aren't even allowed to do a shade exchage. I also quite deterred to make other purchases at The Body Shop, particularly at this location, because of the customer service and return policy. There was time that the Body Shop honored a one-to-one exchange especially if there was a legitimate reason. After that incident, I had a pleasant or fair customer service experience at the large clothing store across the hall who was able to do a size exchage without penalizing the customer. Maybe The Body Shop at Market Mall should take notes.

The body shop offered a great experience. The staff were kind on initial greeting and constantly trying to help. This will keep me coming back in the future. Price per product is moderate to expensive; low cost options exist when you combine coupons with rotating sales. Today, they had a 25% in store discount that I could combine with a 10 dollar off coupon. A constructive feedback is the small store size. While it houses a wide range of products ranging from Hair, beauty, skin care, and massage oils. It still comes short of not feeling congested as 5 workers are usually on-site combine that with a few customers and it feels busy. Great store and fun shop none the less. As a result, I am giving 4/5 stars.

Worst customer service ever with this store and their HQ location in Toronto. Lady wouldn't give us our online order only to message us 10 minutes later after we left to tell us it's ready for pick up even though we could visually see our items there in the store. My wife is 6 months pregnant and she drove in winter storm just to surprise me on my birthday. The Body Shop had another idea! Called Toronto to cancel order, they refused, asked to speak with a manager the sales person literally said : the manager doesn't want to pick up the phone Amazing isn't it? It's 2022 people!!

I like the variety of bath products on display. You can smell the store as you walk by, and it has a way to draw you in. So many of the products smell so good and are pleasant and luxurious to use. The staff are also very good and willing to help with whatever you need. They are pleasant to deal with, I have never had a negative experience here. Sure it's pricey, but it's worth it as a treat.

I went there today in search of some satsuma soap and body wash. The lady who helped me, Hailey was a total gem. She was on top of all of the deals and I gladly took her recommendations. It was a lovely experience ; she should get a raise. I left the mall very satisfied and with exactly what I came in for and more. Thank you!!

Very poor customer service. I did not get their names but I am going to find their head office email to talk to someone. They did not even let me explain any thing to them. And thair answer to my question was no. They did not say sorry for treating me like this. Very poor Customer service. I am not going there any more.

Staff at this location were very pushy and rude, not wanting to ring me up unless I bought more items for their "2 items or more for 20% off" sale. Ended up not buying anything. Bath and body works has similar products for less and they'll let you buy what you want.

Came in this evening after 2 specific products. I didn’t get the gentleman’s name who helped me, but he was awesome! Helped me find the specific formula i was after in a moisturizer. Will always come back to location with how great and friendly he was!

Extremely conciencious about hygiene. Tracked number of customers in the store. You took a bag at the front door and put your own items in it. On check out you received the same bag back.

I bought a Strawberry body butter, brought it home, tried it. And hated the new scent. Disgusting. They kindly offered to exchange or refund it for me. Excellent customer service!

I like this shop,firs-really good smell of products , amazing lady with white hair-she helps to find everything that you need.And products-all natural, it's important …

It was ok, clean and well organized, the staff were not as helpful as other locations, however they both seemed new, so that may have been why.

Had a great experience shopping at this store. Thank you Lindsey. Very personable, customer oriented and professional service I got from you!

Got some great deals today! Just love the mens face wash and shaving cream. Thanks for the great products. Ps my wife loves you guys

Customer service has really kicked the bucket here, new management, new staff! I’ll start shopping at Rocky Mountain for products.

Came in looking for a specific perfume and the associate Dylan was super friendly and helpful! As were the other staff!

Products are cruelty free and the air is not full of multiple odours like others similar stores.

There is a wide range of body care products here, and thr costumer service is very fine.

Friendly and helpful staff. Great sales on product

Good stop for a treat yourself item at the mall

Today if you buy 2, you can get 1 for free.

Pleasant staff, nice selection of products

Great customer service and products

Girls are very helpful and patient

Great deals and awesome products.

The staff Deborah was very nice

Very helpful and friendly staff

Me encantan sus productos

I love there product's

Always something new

Typical Body Shop.

service very goos

Amazing service!

Like the sales

Awesome staff!

Great service

Nice service