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 and Body Works

  2900 E College Ave State College, PA 16801

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:01/18/2025

  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. 

• Initial Complaint

  Date:01/17/2025

  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 was given a gift card in the amount of $44 on December 28, 2024. I uploaded the gift card to my wallet in the Bath and Body Works app on December 29, 2024. I tried to access my gift card on January 15, 2025, and it's not in my wallet. I contacted customer service today to resolve the issue, and they said there is no option to save the gift card, only to use it as a payment method upon checkout. They said the only way they could help me is if I have the gift card number, which I don't because I threw the gift card away when I uploaded it to my wallet, thinking my gift card was safe. I would like a replacement gift card sent to me, and I will spend it in store without uploading it anywhere online. The option to upload a gift card to wallet also needs to be removed from the app. When I searched on Reddit, I found that several other people had the same experience as me. Either that or a disclaimer that the gift card doesn't actually save and needs to be used immediately needs to be added.

  Business Response

  Date: 01/26/2025

  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: 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:01/17/2025

  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.

  I was supposed to receive these shipments two weeks ago, but I still have not received one of them to this date. I was told that I will be issued a refund but it has been over 2 weeks and I am just being told that I have to wait for an approval from some kind of team. I am tired of being ignored this way and not getting a resolution.

  Business Response

  Date: 01/21/2025

  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: 01/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22825943
  
  I am rejecting this response because: 

  Apologies, I have not received any emails from Bath and Body Works or I might have missed it. I have only receive my second shipment via laser ship and I have not received the ***** package.

  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/23/2025

  Documentation of proof of delivery is attached.  

• Initial Complaint

  Date:01/17/2025

  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.

  Placed an order online and immediately called when I noticed they didnt change my address. They told me they couldnt change the address or cancel the other and to call back when I got a shipping number. I did and still nothing. Order never received and they have yet to process my refund. Ive gotten 3 ticket numbers . One package was returned to sender . Other delivered but again the address was wrong

  Business Response

  Date: 01/21/2025

  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:01/16/2025

  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 find it necessary to address some unsettling concerns. I placed order ************** December 6, 2024 for $218.37 and have spoke to several customer service representatives that advised my two missing caramel and vanilla candles would be replaced. I received an email that the replacement order was canceled. I spent countless hours on the phone with agents attempting to get this issue resolved. Additionally, five of the cranberry pomegranate candles are defective. They self extinguished and burned unevenly. Ive paid for all of the candles and have not received two of the caramel and vanilla. I was advised because *** returned items per your return policy you wont provide any assistance for the defective and missing items. We just want you to love it! At Bath & Body Works, we offer our customers a 100% satisfaction guarantee. If youre not completely satisfied, you may return products purchased from us that are in new, gently used or defective condition (due to materials or craftsmanship) for a refund subject to the terms of the Return Policy.Please advise why I am being singled out and targeted because I have returned items based on your return policy. Please see the attached photos and advise how this will be resolved. I feel extremely devalued as a consumer and will not continue to patronize an organization or business that treats their consumers which such a little disregard.Either replace the missing and damaged items or issue a refund. Ive attempted to reach you via phone and have had several of your employees just disconnect the call and the email address you provide on your website **************************************** renders undeliverable.

  Business Response

  Date: 01/21/2025

  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:01/15/2025

  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 1/15/25 I received an email from Bath and Body which read that my order could not be delivered and it was going to be returned to their warehouse? I was astonished because I am a frequent buyer and a loyal customer, I called Bath and Body before their closing hours it was 10:50 PM, EST I was placed on hold for about 5 minutes then the phone was disconnected on their end, I called right back and they were closed. In my opinion I felt that by me making a call near their closing their customer service representative did not want to waste their time talking with me and they deliberately hung up. Their chat service also closed at 11 PM EST. I paid for my order with a gift card and the remainder with my debt card, I have to wait until the order that couldn’t be delivered on their end to be Returned. I want my gift card returned and my monies debited back into my checking account. Poor Service Disregard to the customer

  Business Response

  Date: 01/22/2025

  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 Customer Care 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: 01/22/2025

  I accept the business's response to resolve this complaint.Thank you Bath and Body, and the awesome People Advocate the BBB
  
  
  
  Regards,
  
  
  
  ********** *******

• Initial Complaint

  Date:01/15/2025

  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.

  This has to do with order # ************** placed on 1/4/2025. I placed an order that totaled $46.58 per email sent from them as a receipt. This ordered had tow rewards applied - a birthday reward and another reward. On 1/8 they charged my credit card 11.74 then on 1/11/2025 they charged my credit card for 46.58 - it looks like they removed my rewards for some reason and I want my rewards applied - I want the 11.74 credited to my credit card. I tried to resolve the issue with their online chat today (1/15), but that was worthless. I can return all the merchandise for a full refund it they prefer.

  Business Response

  Date: 01/21/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your order experience. We are pleased we were successful in finding a satisfactory resolution based on your order concern. For any future inquiries, Bath & Body Works Customer Care 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: 01/21/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/13/2025

  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.

  Subject: Urgent: Missing Order and Refund Request Dear Bath & Body Works Customer Service,I hope this message finds you well. I am reaching out regarding my recent order, Order Number: **************, placed on December 27, 2024. Unfortunately, I never received my package, and I am extremely disappointed with the service Ive encountered while trying to resolve this issue.When tracking the shipment via ****** the tracking image shows a picture of an envelope placed in front of a door with no identifiable label. Clearly, this cannot be my order, as my purchase consisted of four candlesitems far too large to fit inside an envelope. Despite making multiple attempts to contact customer service (approximately 20 calls), I have yet to receive my promised refund.The experience Ive had with your customer service team has been highly frustrating and disheartening:I was hung up on multiple times when requesting to speak with a manager.I was treated rudely and unprofessionally despite calmly explaining my situation.I was promised a refund that has yet to be ************ payment was made using both a credit card and a gift card, and I am now requesting that my total of $47.69 be refunded, preferably in the form of a gift card so that I can choose whether or not to continue shopping with your company in the ********* a long-term customer, I have always valued ******************** for its quality products and service. However, this experience has been far from what *** come to expect. I sincerely hope that this matter can be resolved promptly and amicably.Please review my case, process my refund as soon as possible, and confirm when the refund has been issued. I appreciate your immediate attention to this matter and look forward to your swift response.Thank you,****** ***** ******************** **************************************************

  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 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: 01/24/2025

  [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,
  
  ****** K *****

• Initial Complaint

  Date:01/13/2025

  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 made a order on 12/6/24 when the candles were on sale for $9.99 buying them for xmas presents.I purchased 22 of them? My order was over $200.00 I kept waiting and waiting, had to go buy other xmas gifts as my order still had not arrived.Called Dec 26, the girl kept me on hold and told me she had just put in replacement order for me to ship overnight.. STILL did not get my candles..I have called SEVERAL times each time being told that the refund is being processed. I would like my refund back in my acct.I am still waiting and I am very unhappy with the customer service I have received.This is over $200 that has been tied up with you people. I have lived in my home for 30 years and have never had this happen. My house is a single family home.I am hoping to hear back from someone today. This has gone on for much to long. I have been doing business for many years and not so sure about the future now.Thank You,**** ********* Customer Service Representative Fenwal Controls *****************************

  Business Response

  Date: 01/22/2025

  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.

  Customer Answer

  Date: 01/23/2025

  This issue has been resolved, I received the full refund...

   

  Thank-you

  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.

  This issue has been resolved, I received the full refund...
  
   
  
  Thank-you
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:01/11/2025

  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.

  I placed an order on candle day, the order number is **************. It was supposed to be delivered on 12/16-12/20 and they were Christmas gifts as well. Unfortunately, I have not received my order the first package does not have a delivery picture or anything that says where it was left and the second delivery has a picture that is not my home or looks around my area. I have tried reaching out to customer service and they tell me that they will launch a tracker and I keep having trouble getting in contact. It has almost been a month since it was supposed to be here and still no resolution :(

  Business Response

  Date: 01/17/2025

  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.