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

  3451 Harry S. Truman Blvd Saint Charles, MO 63301

• 

  Bath & Body Works

  8390 Tamarack Vlg Ste 506 Saint Paul, MN 55125

• 

  Bath and Body Works

  3377 E State St Hermitage, PA 16148

• 

  Bath & Body Works, Inc.

  1501 Ward Blvd Wilson, NC 27893-1503

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:06/18/2025

  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.

  I ordered a lot of items on June 12 for fathers day. I received my items pretty quickly however one of the items that said was shipped was missing. The items were for my son for Fathers Day. Since Fathers Day was over I called customer service and spoke to a *** on Monday June 16. He said he would refund me the item cost and send me a 20% off coupon for my next purchase. Today I see that I was refunded 5 cents ??!!! And no coupon. I called customer service again for the second time 18 minutes of waiting while someone checked the status of the order. They told me theyve shipped it. But why, my son is gone and Fathers Day is over. Then she placed me on hold and never came back. Then I called again tonight. ******************************************************** They placed me on hold to speak to supervisor. Honestly, Ive had to call 3 times and been on hold a total of over an hour and still no resolution. What happened to Bath and Body. Your online orders have become sloppy and I get missing or damaged items and the call center which used to be wonderful and quick is 3rd world. I want my money back. The full amount I paid. Im a big Bath and Body shopper and this experience has completely turned me off. Its not the amount that bothers me so much as you refund 5 cents which is insulting but your customer service is awful. **************

  Business Response

  Date: 06/25/2025

  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 Customer Care is available for direct support between 7a-11p EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon. 

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  Misleading Promotions and Unprofessional Staff I had one of the most frustrating and disappointing shopping experiences at the Bath & Body Works store in ************. I specifically asked the staff at the entrance to explain the ongoing promotion so I could properly use my coupon. I was clearly told that all hand soaps priced up to $8.95 were included in the $2.99 sale, with no mention of any exclusions based on location in the store.Based on that information, I filled my basket with 20 hand soaps. While shopping, another staff member who seemed to be a manager saw my basket and abruptly told me that not all soaps were part of the sale, and only certain shelves were included. At that point, I had no idea which soaps were from where, and no signage had been clear about the limitations or coupon details. I tried to pick 4 more soaps to bring my total to 24 (as allowed by my coupon), but the confusion had already ruined the ************* checkout, the cashiers had to go through all my items to separate what was on sale and what wasntsomething that could have been avoided with proper communication from the staff in the first place. Then, despite my coupon clearly stating a limit of 24 items, I was incorrectly told that only 20 soaps were allowed per customer and the cashier insisted that this was the case despite being told I have a 24-item limit. This was misleading, inconsistent, and frankly, *************** make matters worse, the tone and attitude from the cashiers were rude and dismissive, as if I was at fault for their team's ******************** and clarity. I had taken the time to commute to the store, acted politely, asked for clarification upfront, and shopped in good faith based on the information I was given. For the frustration, inconvenience, and time wasted, the store should have honored the sale price on the items I selected. Instead, I was misinformed, misled, and treated poorly by staff who clearly did not care.

  Customer Answer

  Date: 06/17/2025

  The receipt shows 20 soaps purchased, while the Bath & Body website on June 16th clearly advertised a 24-item deal, contrary to what the cashier kept insisting. When I later called the store to point out the mistake, she dismissively told me I could simply make multiple purchases.
  
  

  Customer Answer

  Date: 06/17/2025

  The receipt shows 20 soaps purchased, while the Bath & Body website on June 16th clearly advertised a 24-item deal, contrary to what the cashier kept insisting. When I later called the store to point out the mistake, she dismissively told me I could simply make multiple purchases.
  
  

  Customer Answer

  Date: 06/18/2025

  See attached receipt and screen shot of the promotion online. 

  Business Response

  Date: 06/24/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your sales experience. We are pleased we were successful in finding a satisfactory resolution based on your sales concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon.

• Initial Complaint

  Date:06/14/2025

  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.

  June 12 at 2:13pm I received an email from [email protected], stated we miss you, heres a special gift free item with any purchase up to $26.95 June 13 I walked to *************** to redeem my offer and was told it was already redeemed. Although I never redeemed it myself. I was told to call bath and body works customer service at ************** I called and talk to *** and was told my email was system error and they can offer 20% off my next order. I declined because it was not the same value I was transferred to supervisor ****, she refused to give me her ID number, she stated the email was a scam, enough though I get this coupons all the time, and shouldnt take it seriously and that 20% of all they can offer me.

  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 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 Customer Care is available for direct support between 7a-11p EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon. 
  
  

  Customer Answer

  Date: 06/27/2025

  [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,
  
  
  
  Shermaine Sewell

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  This has been going on since February or March. This is an IT/Website/APP issue. I noticed when I logged into the *** APP in February or March of this year my name appeared as random letters & all of my personal information had changed. I immediately thought I was hacked and was afraid someone had my personal and payment information. I contacted *** local store and they gave me the customer service line. I have literally called and spoken to multiple people and two supervisors over 10 phone calls since FEBRUARY OR MARCH of this year. They initially didnt know what was going on and continued saying they would escalate the issue, gave me several different case numbers, and said they would call me back. THEY NEVER CORRECTED THE ISSUE OR CALLED ME BACK!! Supervisor ****** on 6/3 stated she fixed my loyalty information in *** business system but did not fix the rewards program issue which is what I see on the website/app, stating she would escalate to IT and that she would personally call me back. I waited the days she told me to allow and called back bc again, SHE NEVER CALLED ME BACK!! Today I spoke to supervisor ** and like the rest of the representatives he too was INCOMPETENT. Supervisor JV was even more insulting bc when asked for corporates number, he gave me the number that I was currently speaking to him on. When I called him out he then admitted he didnt have corporates number & to call back to get another representative!! INSULTING & INCOMPETENT!!! Everything the **** told me to do I did it and NOTHING HAS WORKED!! I simply want my reward points w/ my correct information ADDED BACK & CORRECTED on the website/app/system OR I WILL NO LONGER BE SHOPPING WITH BBW!! It should not have taken almost SIX MONTHS for what seems like an IT ISSUE!! No I will not be creating another email or account for what the business fails to Fix. This is my last attempt to fix this issue or Im Just done with a business Ive been supporting for over 20 years!!!

  Business Response

  Date: 06/16/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your repair experience. We are pleased we were successful in finding a satisfactory resolution based on your repair concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon. 
  

• 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!!!