Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,115 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/27/2025
Type:Delivery 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.
none delivery of full order, contacted online they gave a refund i dint want that i need the items replaced
Business Response
Date: 02/05/2025
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.
Initial Complaint
Date:01/27/2025
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.
Ticket number ******* is in regards to a Bath & Body Works gift card that should have had a balance of $50.94 on it but when I attempted to use it, I was told it had a zero balance. A portion of the gift card, number ***********************, had been used at the store at *********** in *******, **, at an earlier date, leaving an unused balance of $50.94 still available on the card. When I tried to use the balance to pay for a purchase, in November 2024, at the *********** store, I was told the balance was zero. I contacted Bath & Body Works customer service with 3 phone calls and 3 emails, explaining the sequence of events to a different care representatives each time. On 11/25/24, 2 replacement electronic gift cards were emailed to me, one for $5.00 and one for $50.00. I was advised to change the password on my Bath & Body Works app, which I did. The $5.00 electronic gift card was used without problem on 12/1/24 at the *********** store. I also used $7.51 of the $50.00 electronic gift card on that same date without issue. On 12/8/24, I attempted to use the remaining $42.49 at the ********, **, store and was told there was a zero balance on the card. The $50.00 electronic gift card number *******************, pin ****. I have contacted ******************** several time over the last month to have them replace the missing $42.49. (ticket *******). They are not able to tell me where the missing $42.49 went and are refusing to replace the amount. Two times I found the balance of gift cards missing after activating a gift card at their store. I am requesting they replace the missing $42.49 on my gift card.
Business Response
Date: 01/29/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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.
Customer Answer
Date: 02/01/2025
[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:01/24/2025
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.
order number ************* I absolutely regret placing an order on this website I should have went into a store it has been an absolute nightmare dealing with this company I placed an order for items for my father's birthday and I did not receive my package on the date of delivery I decided to wait a few more days to see if the package will turn up and I never received it I contacted Bath & Body Works and the chat representative assured me that they will refund me for the purchase and that I have to wait 3 to 5 business days for it to be approved and I will receive an email I never received an email so I decided to contact the chat back and the customer service is absolutely terrible I've received multiple different responses from different chat agents assuring me I will receive a refund within *************************************************************************************************** that they will deny my refund requests and that once the package is sent out it's not their problem despite the fact they were giving me false information that they were going to refund me I hope the Better Business Bureau can help me resolve this issue before I finally charge back to receive my lost funds
Customer Answer
Date: 02/02/2025
ive attach multiple screenshots and char agents telling me a refund was processed and it needed to be approved and that i will receive my refund absolutely disgusting customer service they lied to me on telling me i was gonna get my money back and when i followed up on email they ignored my emails
Business Response
Date: 02/04/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We have shared our decision regarding your recent order and provided you with your available options. At this time, we consider this matter closed. 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: 02/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22855705

I am rejecting this response because: the business never MADE ANY CONTACT WITH ME AND IM STILL OUT OF $300 and im still out of $300+ my number is ************ i will waiting to be called by bath and body works or email because i have not receive any contact

Regards,

***** Oj
Customer Answer
Date: 02/10/2025
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.
I'm in desperate need to contact somebody from this company I have already filed one Better Business Bureau claim which was unsuccessful the company stated that they have contacted me regarding my order issue which was a complete lie I was never contacted by anybody so I'm filing another claim and hoping I can reach somebody because I am in desperate need because I did not receive my package and I am out $300 And customer service is absolutely terrible the chat agents keep Disconnecting shots on me and the phone agents keep disconnecting phone calls for me I don't know why this is happening to me from this company I have provided my email and phone number I just want someone to contact me please from this Company and help me Resolve my issue I'm hoping the Better Business Bureau is able to reach out to somebody That can help me with my issue I am absolutely begging at this point I just want to be done fighting this order issue I've been going at it for almost a month now
Business Response
Date: 02/12/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We have shared our decision regarding your recent order and provided you with your available options. At this time, we consider this matter closed. 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:01/21/2025
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.
On December 27, 2024, my wife placed an order for 13 soaps and 21 Wallflowers Fragrance refills. However, when I opened the package, I see that numerous soap containers are cracked, one or more products appears to have leaked, and there is a piece of plumbing garbage in the package. I asked for replacements, but customer service refuses to substitute any out-of-stock soaps or refills for comparable ones, instead insisting on a refund. However, my wife specifically ordered during a sale, so a refund will net her fewer products than she ordered. You should allow my wife to submit a list of 13 soaps and 21 refills (that are in stock per the website) and send a replacement order with those substitutes. I will return the junk package as long as I am provided a return label.
Business Response
Date: 01/30/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your product experience. We are pleased we were successful in finding a satisfactory resolution based on your product 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: 01/31/2025
Better Business Bureau:

Bath & Body Works was in touch to provide an equivalent number of items (in scents that were availble) and actually provided those items cheaper than we paid in December. I am quite satisfied.
Regards,
*********
Initial Complaint
Date:01/21/2025
Type:Customer Service 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 am a huge fan of B&BW. I have spent a good amount of money in the last year (around $2K). My complaint is that I never receive any of their coupons in the mail. I have called CS, gotten put on the list several times and never get anything. My friends do. What do I need to do to be added to your mailing list?
Business Response
Date: 01/23/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your **************** experience. We are pleased we were successful in finding a satisfactory resolution based on your **************** 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: 01/23/2025
[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:01/21/2025
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.
November 21, 2024 I ordered 6 vanilla warm body lotion Item No: *********. Price *****. I received an email it was delivered. I checked my front porch. It was not there. I checked my doorbell video camera. It showed no delivery. I checked my delivery status on line. It always shows a picture of the package on the front porch. It said there was no picture available. I contacted the store by email many times no response. Order ************** Please send me a credit. Thank you.
Customer Answer
Date: 01/22/2025
Hello. Ive written them 4 times and they will not write me back. Is this company legit? They stole my money. I would like the money returned. The items were never received. The manager l carrier has no records. No pictures of the item delivered.
thank you for your help.
Customer Answer
Date: 01/22/2025
I just received a call from the company. I explained the situation and they apologize and they are resending my order. Thank you so much for reaching out to them so they could call me.
Business Response
Date: 01/23/2025
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: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22830463

I am rejecting this response because:
Hello. Ive written them 4 times and they will not write me back. Is this company legit? They stole my money. I would like the money returned. The items were never received. The manager l carrier has no records. No pictures of the item delivered.

thank you for your help.
I just received a call from the company. I explained the situation and they apologize and they are resending my order. Thank you so much for reaching out to them so they could call me.

Regards,

****** ******
Customer Answer
Date: 01/24/2025
Hello. I wrote yesterday and said that we did resolve the solution. The problem has been resolved and they are sending me my order. Please add to your records thank you so much.
Initial Complaint
Date:01/20/2025
Type:Customer Service 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.
Upon having a very poor store experience, I contacted Bath and Body Works ***************** I called to complain and was told I would be issued a 20 percent off in store coupon. They said it may take ***** hours. Enter a couple days later when I have not received the coupon, I contact them again. I am given the same story, you will get it. Now after 4 separate attempts, and given the run around several times I fear this company may be acting somewhat fraudulently. I checked my email several times and continue to receive emails from all other businesses including the main Bath and Body Works. Yet I have no coupon. I wasted hours on the phone at this point.
Business Response
Date: 01/24/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 01/24/2025
The company has resolved my complaint.
Customer Answer
Date: 01/27/2025
[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,

***** ********
Initial Complaint
Date:01/20/2025
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 December 23, 2025 I contacted Bath & body Works about two items that Id purchased in a haul of other items- one candle - that did not burn all the way down on one of the ***** and a body moisturizer for the shower in which the label was peeling a metal like material or substance from its label after being used in that call I was told I would receive a 40$ E gift card at the time I called back several days later only one card he been sent for 20$ and nothing else the Worker on the phone tried to convince me that they had my incorrect email address for bath and body works account , which is ******************************** he sent over 2 -20$ E gift cards I was already out so I stopped by to use them now on the email after he sent them it said 20$ after using the security code and opening both the gift cards. I realized there was a zero balance on each gift card, which I screenshot it notonly that but both the gift cards read the exact same barcode like the exact same gift card code so they werent even two separate gift cards the same sent twice with a zero balance, which prompted me to have to call back explaining the situation again and to speak to a manager/supervisor who assured me that I would receive a $50 E gift card for my troubles and that he would escalate this to customer service which dealtwith the gift cards. They couldnt explain to me why this happened or how this happened. None of it made sense. Ive yet to receive any E cards with a $50 balance the two gift cards I received previously that had allegedly $20 balances on them rang up zero at the store andafter I was the one to open them, I seen them on that phone called. They question me like someone else couldve received the gift cards or that somebody couldve broken into my account, but thats not possible. I My husband are the only ones with that account information and he doesnt shop at **** and Bodyworks unless I request him to go buy something. Also hes the driver in our family
Business Response
Date: 01/23/2025
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:01/19/2025
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.
6/10/2024 I placed an order during the semi annual sale. Upon receiving my order, which was being used for birthday presents, a baby shower, and Christmas presents, the box was SOAKED in perfumes. I had to immediately take it to the trash can and dispose of it and wasnt even able to bring it inside because it was dripping and smelled so bad. I immediately contacted bath and body works but due to the amount, $417.66, I had to speak with a supervisor. Supervisor emailed and called me. After sending the requested pictures, the supervisor stopped responding. I attempted to reach out multiple times. I even attempted new representatives. Which now all have said that its after the return window.. even though they were contacted well within the window. They stopped responding when i provided information that I had been trying to resolve this. Still no resolution and Im quite frustrated that its been drug out this long. I just want my money back.
Business Response
Date: 01/30/2025
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:01/18/2025
Type:Customer Service 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 am agitated with Bath I am frustrated with Bath and Body Works and their customer service. I never had any issues until this past December. I contacted customer service and explained that I had used my rewards on an order for store pick-up. However, I could not reach the store to pick up my order and asked if my rewards could be returned to my account. I frequently shop with Bath and Body Works and have screenshots to support my claims.Most companies email you a transcript of your chat, which is another shortcoming of their customer service department. The representative assured me that my rewards would automatically be credited back to my account, but I knew from previous experience that this was unlikely, as it was the second time Id faced this issue where my rewards were not automatically returned. I find it puzzling that I seem to have more knowledge than their staff.Sure enough, I did not receive my rewards. Moving on to January, I reached out again and provided all the necessary information. It appears that Bath and Body Works is either unable to look at their notes or hasnt properly documented them in their system. Im tired of having to send my order numbers repeatedly. I was told my points would be back in the system within 72 hours, but once again, that did not ************, I contacted them again, and the associate I spoke with barely understood me, as it seemed English was not his first language. I decided to hang up, especially since they asked me to provide all my information again! I wasnt going to spend another 30 minutes dealing with customer service, so I think its time to involve the Better Business Bureau. I expect my rewards to be restored within the next 24 hours, or I will cease shopping with Bath and Body Works. If you check my About page, youll see that I havent purchased anything from you since.
Business Response
Date: 01/24/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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.

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Bath & Body Works is NOT a BBB Accredited Business.