Complaints

This profile includes complaints for Bath & Body Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  555 Broadway Chula Vista, CA 91910-5339

• 

  Bath & Body Works

  2300 Bernadette Dr # 516 Columbia, MO 65203

• 

  Bath & Body Works

  34 W County Ctr Saint Louis, MO 63131

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2025, I tried to purchase about $99.84 of merchandise at Bath and Body Works. I attempted to pay with two $50 gift cards, but due to an unknown issue, the transaction failed so they had to cancel the entire transaction. After checking, one gift card remained at $50, but the other showed only $0.16.The cashier and store manager did their best to assist and opened a support request with Corporate Customer Relations. As I needed the items urgently, I repurchased them using the $50 gift card, $0.16 from the other card, and my personal card.About a week later, Corporate Customer Relations notified me they could not refund the missing $49.84. Despite multiple calls with associates and supervisors around two weeks, I was repeatedly told nothing could be done. This response was unacceptable, as a customer had clearly lost money due to a processing error on their end.I want to emphasize that the store staffs handled the situation well, and I have no complaints about them. However, the attitude and service from Corporate Customer Relations were extremely disappointing. At no point did they show genuine concern or take responsibility. Their representatives offered no meaningful solutions and repeatedly cited company policy without any willingness to escalate or resolve the ******** is unacceptable for a reputable company to disregard a customers financial loss this way, especially when the issue originated from their system. The lack of accountability, poor communication, and dismissive attitude reflect serious problems in their corporate customer service.I have lost $49.84 and wasted two weeks trying to resolve this issue, causing stress and inconvenience. I am extremely dissatisfied with how this was handled and expect a company of this size to provide better care for its customers.I formally request an immediate refund of $49.84, a written apology from the company, and appropriate compensation for the time and mental distress caused by this matter.

  Business Response

  Date: 06/12/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund or exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund or exchange concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 
  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/26/25 I went to the B&BW - Traditions (***************************************************************************************************************) location to pick up (16) sixteen online orders and purchase 37 items. At the cash register the purchase transaction was 1st completed, and the said pickup orders were addressed - released and consolidated, after being collected from various location. I proceeded to ask the releasing cashier to go in order as I had the orders listed, however she denied and proceeded to release all the orders in the system. Consequently, approximately 6 to 8 large bags were created due to the high qty of picked up/purchased items. On 6/3/25 I was sorting my purchase at home and noticed all BUT the purchased items were in my possession. I telephoned the store the following morning and got ****, who recognized me after describing the above events and was very willing to assist at first. She mentioned that she remembered some items were put back on the shelf, as no one returned to claim them. However, when I explained that it was not a pickup order, but instead an $200 in-store purchase, her attitude turned dismissive and accusatory w/out any further leg work. She stated she was not the cashier that attended to my orders, but claimed she saw me leave with the bags. When asked how many bags I left with and or how many trips made to my car - she could not tell me. When asked for the Store Manager, I was told she was not available. I left my contact info for the said manager to return my call; I never got a call back. I am an avid shopper who spends $1ks each promotion, and was treated like trash, because B&BW does not know how to treat their customer. I offered receipt info to allow a proper investigation and was instead hurried off the phone and hung up on. I DO NOT need to be treated like a thief when I stole nothing. I am expecting a full REFUND or all 37 items that were never picked up.Receipt info:Trans.: 4106 Reg.: 003 Cashier: ******* Time stamp: 4:14p Store: ***** Till: 003

  Business Response

  Date: 06/11/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

• Initial Complaint

  Date:05/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/25 I placed an order online to pick up at their ********************* in ************ GA, Bath and Body sent me an email to pick up my order minus one of the spray mist I had paid for, I called their online customer service and was able to order another spray that was in stock, when I got to the store I could not pick up the order I placed separately, their customer service representative stated it was not ready , I angrily left the store called again to customer service online and was told by the representative that she would send me the spray via mail I was on my cell phone driving and the call was dropped their clerk never bothered by calling me back, called the online customer service representative again and this time ******* explained to me that it is their policy not to give me what I paid for until the store receives the online verification, so why was the previous customer service representative willing to mail me the spray mist? I felt that since it was their fault for not having the original spray the company should had made sure I was satisfied since they were the ones that didnt have the spray mist in the beginning, at this point just put my monies for the spray back on my debit card I am not going back to the store *********************

  Business Response

  Date: 06/05/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your delivery experience. We are pleased we were successful in finding a satisfactory resolution based on your delivery concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you BBB and Bath and Body
  Regards,
  
  ********** *******

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 5/19-Order Number: ************** that was said to be delivered. I contacted customer service and the representative said he confirmed it was delivered to the wrong house. We discussed options and decided a refund would be best at this time. I was told within 24 hrs I would receive the confirmation email for the refund and within 3-5 business days the refund would be back on my card. I waited 24 hrs & never received any info on the refund completion so I chatted in and was again til they would re submit the refund request and to wait another 24 hrs. 24 hrs again passed & I was once again given the same repeat info. I still have yet after 5 days received any sort of email confirmation of my refund being completed. I shop here ALL the time normally in store and have never had a problem like this. I was planning to go back to the store to replace my items once back in town but after this-I wont be. I dont know why Im being given the run around about getting my $200 refunded back.

  Business Response

  Date: 06/06/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  InnAoril 2025 I signed up for 2 scent-scriptions. I was notified about 10 days beforehand my order would be shipped soon. On May 20, 2025 AT 2:42 AM, when Im ASLEEP Bath & Body Works (conveniently for them) sent an email stating the order had shipped and there was a very small timeframe to cancel the order. Impossible to do WHEN YOU ARE ASLEEP. Thats issue one. I was NOT given the discount I was ENTITLED to for setting up scent-scripting however s previous email clearly showed the discount of $3.98. Thats issue two. I was charged tax on the full amount AND for shipping. In the state of *****, no tax can be charged on shipping, I already checked. Thats issue three. First the shipping cost was $5.99, then $6.99 however I was charged $10.99 gif two very small items! These changes to shipping costs were in one months time. Thats issue four. I contacted ***************** They DID NOT help. They would not transfer me to a supervisor. Thats issue five. So I was OVERRCHARGED and no one there seems to know how math works. I want my money back. I have cancelled both of my scent-scriptions obviously due to the bad business practices of sending important emails in the dead of night with a very short time in which to cancel. **************** denied me help and would not transfer me to a supervisor who could understand they took MY MONEY they were NOT entitled to!! And the fact I wasnt given the discount, charged too much for shipping and charged tax they werent entitled to. For products that amounted to $7.94 I was charged $24.80. Ive been a customer for DECADES. They should be ashamed, I know I am ashamed of them. Very disappointed. You NEVER s**** around with your customers money!!

  Customer Answer

  Date: 05/30/2025

  I already provided all this information. I attached them. I cannot attach an email, I took screen shots. I can FORWARD emails. Bath and Body has the order number, they can actually see all of my orders. They can clearly see exactly what I am talking about, that there was no discount given, there was too much tax charged and the shipping charges, which clearly shows they were charged to my credit card. I have provided all the information I have. Bath and Body has the exact same information. 

  Business Response

  Date: 06/04/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund or exchange experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th, 2024 I waited online for my turn to place an order for candles on bathandbodyworks.com. Once I had everything I wanted in my cart, I entered my payment information and submitted my order only to be met by an error message. Immediately I checked my bank account and the payment went through. Although I waited some time, I had not received an order confirmation. So I called *** customer care (screen shot provided below) and was advised to place another order. I expressed my concern that I would be double charged and was advised that the charge would drop as there was no order confirmation. So I placed another order, to which I did receive a confirmation ************** (**************). I waited several days, and neither of the pending charges had dropped. December 13th 2024 comes, and now both of the charges have posted. On December 24, 2024 I filed a claim with my bank, who immediately put ****** back in my account. On January 21st, 2025 the claim was denied and the money was taken back out of my account. On January 22nd, 2025, I filed a second claim and the money was put back in my account.February *********, ********** spoke with Bath and Body works who claimed that BOTH charges were valid (although there is only one order number) and ********** closed the claim.On February 24th 2025, ********** withdrew ****** back out of my bank account and sent a check to Bath and Body Works (ref # *****************). *** continues to take no accountability for the double charge or the money they were reimbursed from my bank despite my providing documentation. At this point, it is no longer a mistake but clear theft.

  Business Response

  Date: 06/05/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your advertising experience. We are pleased we were successful in finding a satisfactory resolution based on your advertising concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 06/05/2025

  Hello,

   

  Bath and body works did reach out to me via phone call on June 3, 2025 and reported to have found the double charge. Finally, theyve accepted fault and stated they will be reimbursing me via check that I should be receiving in the mail in the next few weeks. They also offered me a gift card for my troubles. Although I am highly disappointed to have had to taken it to the level of reporting this to the bbb, I am extremely grateful that I was able to do so. Thank you for your help, bbb!!!

• Initial Complaint

  Date:05/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an e-mail after I placed an order on 5/16/25. The e-mail and order page on your website clearly showed that I intended to purchase 3 candles, 1 of which should have been free with a promotion you were doing. The shipment I received only contained one candle. I did the chat support and was told that I "only had one candle in my order" and that they "could not accept an e-mail as proof". I asked if the candles were buy one get one free that day and *** with the chat customer service told me that they were but I had only added 1 to my cart so I was not entitled to the free candle. I am appalled at the arbitrary change Bath and Body Works made to my order as this was clearly a bait and switch. I have been shopping at Bath & Body Works for years but this is truly unacceptable and downright illegal.

  Business Response

  Date: 06/04/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the delivery experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
  

  Customer Answer

  Date: 06/16/2025

  Good morning,

  Please **** this complaint as the consumer is satisfied. Thank you.

• Initial Complaint

  Date:05/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased four gift sets and several other items. One in particular was a bottle of body wash. I received my order and the top wasnt on the body wash and had spilled out. So i immediately contacted customer service and a replacement was sent. I pulled the gift sets out and three were ruined by the body wash. I tried unsuccessfully to get my issue resolved through the chat option. (Four times) Finally calling customer service I was refund around $24 even though the sets were $15 each. They would not send me replacement sets. I did receive the replacement bottle of body wash and surprise surprise, that one wasnt closed either. I didnt even bother contacting customer service again.

  Business Response

  Date: 06/03/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your contract dispute experience. We are pleased we were successful in finding a satisfactory resolution based on your contract dispute concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I logged in to my account to see why I did not get my Birthday Reward. I found that my account had been hacked. I changed the password and corrected all my information. I could not correct my date of birth that was changed by the hacker. I spoke to ***** (supervisor) ****** employee ID. This is what she provided to me. She refused to help me with my issue and refused to escalate the issue with corporate for a fraud investigation. My birthday is still wrong ahowing ******* when it should be May 23 and my rewards info is fully blown out. My email is *********************** ahe was extremely rude and dismissive.

  Business Response

  Date: 05/29/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your advertising experience. We are pleased we were successful in finding a satisfactory resolution based on your advertising concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 06/16/2025

  Problem:
  Your website had a glitch causing me hours of stress. Then I finally was able to place the order and your online in store pickup inventory was incorrect so my order was cancelled. After multiple failed customer service attempts to fox the issue I was met with complete incompetence and nobody that understands or speaks proper English. I have no items. No refund. No means to correct the order. The coupon Ibused was erased from my account and removed from my order. This whole process has been painfully comical and chaotic!
  
  Desired Resolution:
  Other (requires explanation)
  select
  Desired Outcome:
  Someone needs to contact me ASAP to rectify this situation. I would suggest an overhaul of what your idea of customer service is if you want to remain in business.

  Business Response

  Date: 06/18/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your customer service experience. We are pleased we were successful in finding a satisfactory resolution based on your customer service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a package from bath and body works. It never got delivered. It was sent to me in an email that it was being returned because the address was apparently incorrect. I tried chatting with the company on their website since there is no customer service email available and I sat in the chat for 15 minutes and no one ever answered me. I have the correct address and simply wanted to provide it for the company to still be able to receive my package.

  Business Response

  Date: 05/28/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer Answer

  Date: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Brandi *****