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Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Body Care.

Complaints

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

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Bath & Body Works has 198 locations, listed below.

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    Customer Complaints Summary

    • 1,116 total complaints in the last 3 years.
    • 366 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Case #******* My mother in law purchased a $100 gift card to give to my daughter on Christmas. The purchase was made on 10/30/24 at ********************************. My daughter received the gift on 12/25/24. We went to use the gift card on 12/26/24 at the Commerce, ** location, but the gift card showed a $0 balance. The store manager called customer service with me, and they said they would email one in 3-5 business days. I did not receive it so I let the store manager know and I called back on 1/2/25. They told me they would expedite the process, and I would receive within 48 hours. I did not. The store called again on 1/7/25 and 1/9/25. The store manager, *****, was told I would get it within 48 hours (on 1/9/25). I called back on 1/11/25 and spoke to ***. She claimed that all of the previous agents I spoke with did the process incorrectly, and I would need to wait 3-5 business days to receive the (now $115 for my troubles) card via email. I demanded to speak to a supervisor to which *** continually claimed was unavailable. She came back on the line 4 times to tell me I wouldnt be able to speak with a supervisor. I do not have time to keep calling and staying on the line over an hour to deal with this situation.

      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 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: 01/17/2025

      [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:01/10/2025

      Type:Product Issues
      Status:
      Resolved
      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 10/27/24 I placed order # **************.

      On 10/31/24 I received what was supposed to be my order, but the items (several candles and wallflowers-mostly balsam scented, and a candle holder) were clearly someone else’s order as the items were not what I ordered. That night, I called and the CS rep said she would initiate a replacement order. During that call the rep said she had to enter every item individually, which she commented was time consuming, but that my entire order would arrive soon. I received the replacement order, but it still was missing almost half of the items ordered. When I initiated a chat the CS rep said she could only refund me for the items not received and I’d have to reorder the items. I countered that would penalize me as the items would cost me more since the sale was over. She suggested that I wait until the Thanksgiving sales to reorder the missing items, and I replied that was weeks away and didn't seem like a reasonable solution. She stated a refund was the only option. I did not receive any credit/refund.


      On Nov 11, I initiated another chat and this time with ******* who told me she had reordered the missing items, and they would be sent to me. While ******* was courteous and sounded helpful, I still haven’t received those items.

      The missing items from Order # ************** are:

      Whiskey Reserve Body Wash, Bourbon Body Wash, Pretty as Peach Body Wash, the Metallic Brass Wallflower Scent control, Christmas Kitchen Foaming Hand Soap, Snowy Peach Berry Foaming Hand Soap, Spiced Apple Toddy Wallflower, Winter Candle Apple Wallflower, Strawberry Snowflakes Foaming Hand Soap. 

      Business Response

      Date: 01/16/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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 ###-###-####. 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. 



      Regards,



      ******** ******

    • Initial Complaint

      Date:01/09/2025

      Type:Product Issues
      Status:
      Answered
      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 December 8th for 17 items. I only received 1 candle. I've contacted customer service twice via chat and asked for a replacement... nothing ever arrived. Today I contacted customer service yet again asking for a refund due to the undelivered order containing Christmas gifts that are no longer needed. I was told I asked for a replacement and went inactive when I most certainly didn't. Now I'm being told I have to wait for the replacements (that I asked to be refunded) to be delivered and nothing more can be done until after January 20th. I'm extremely upset and frustrated with the lousy customer service. I want my money back. I'm done waiting for a replacement (I've been assured twice would ship) and I'm beyond fed up with contacting customer service and getting the same run around. I was assured twice that my order would ship, the second attempt contacting customer service I was told that my order was delivered when it wasn't. Ive been told that I cant get a refund. Ive also been told by customer service that several of the products in my order were out of stock and that I would be refunded for those items while the in stock items would ship... none of that ever happened. I was told that I received everything but 1 item which isnt accurate. Its been a hassle trying to get anything accomplished with customer service. I've always loved ******************** products and I'm to the point I have no interest in purchasing from this company again. Something more needs to be done.

      Business Response

      Date: 01/21/2025

      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:01/08/2025

      Type:Delivery Issues
      Status:
      Answered
      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 12/6/24, I ordered 18 candles from Bath and Body Works (total amount $197.91).

      On 12/10/24, I received 1 candle (Strawberry Daiquiri), however have yet to receive the other 17 candles which were ordered and paid for.After reviewing the tracking # (************) on the ***** website, I observed my package appeared to be stuck in PA since 12/9/24.

      On 12/19/24, I contacted ***** to file a claim regarding not receiving my package (case # C-174034161).

      However, on December 24, 2024, I received an email back from ***** stating they are unable to approve my claim, and I needed to provide written authorization from the shipper waiving their right to pursue a claim on this shipment.

      On 12/24/24, I then contacted customer service at ********************** to address my concern of not receiving the additional 17 candles (claim # *******). I was told I would receive an email within 3-5 business days. After not receiving an email, I followed up with several other phone calls to address my concerns of not receiving my candles.

      On 1/6/25 another claim was put in (claim # *******) addressing my frustration of not receiving my candles. I spoke with a supervisor by the name of ****, who was dismissive and not helpful. At 7:04 pm on 1/6/25, I received an email from ****** H (Bath and Body Works Corporate Customer Relations) stating, at this time, the reshipment has been denied. Due to them receiving a photo from the carrier as proof that your package was properly delivered on 12/10/24 at 2:54 pm.

      On 1/6/25, at 8:13 pm, I responded to ******** email informing him, his information was inaccurate and again reiterated I only received 1 candle on 12/10 and am still missing 17 candles. I have yet to receive a response back. I further included that if you looked on both the Bath and Body Works website under my order history and put in my tracking order # on the ***** website, you'd see my candles have not been delivered.I have attached all correspondence and emails.

      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 & customer service 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:01/07/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Online Order **************...placed today, 01-07-2025, Tuesday. Total $57.09 including expedited 2 Day Shipping.Rec'd email approx. 6:00 pm, stating my package was delivered. Package not here. No delivery photo...B&BW account says that ***** delivered package at approx. 7:30 pm, 90 minutes after email from B&BW. Also, account info states somebody I never heard of signed for package...FedEx Tracking Number ************.

      Business Response

      Date: 01/21/2025

      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.

    • Initial Complaint

      Date:01/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      My brother purchased a gift card for my daughter on 12/21/24 for $75. On 12/26/24 she attempted to use it for her purchase at the semi annual sale. We had uploaded the card to my account and were able to see it was for $75. When we went to pay the card would not go through. Then the gift card balance went to $0 on the account. The manager at the store advised to call customer service. I have called 4x and have got no where! Constantly being told that Ill receive an email within 72 hours! Still no email! Still no solution! Still nothing! I have the receipt from when the gift card was purchased. I have 2 ticket numbers from customer service but no resolutions! My daughter has now missed the semi annual sale and is disappointed! Whenever I call I get empty apologies, no one really wants to help and there is never a supervisor available!

      Customer Answer

      Date: 01/13/2025

      ****** **** <*******************************>
      Attachments
      1:08 PM (2 hours ago)
      to disputeresolution

      Received a $75 gift card from Bath and Body Works on 01/08/25. Uploaded to my online account on 01/09/25. Attempted to use it on 01/13/25 and is showing a zero balance again! Called and no one is able to help me AGAIN!

      Sent from my iPhone

      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 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: 01/17/2025

      [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:01/07/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Hello, I am located in **** and I received a gift card with a value of $100 on 8/20/2024. This card was purchased by a friend on 8/19/2024 and gifted to me as a birthday gift. I did not scratch off or attempt to use my gift card until 12/25/2024. When I found that there was a zero balance I called the bath and body works customer support line. I was told that the card was used in full on 10/21/2024 at the store number *****. I further investigated this matter to find that this store is located miles away from me in ****************, **. So I followed up with a report and they refused to do anything.

      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 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 ************* 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:01/07/2025

      Type:Product Issues
      Status:
      Resolved
      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 bought a car air freshener and a clip for my car and the product damageded the inside of my car horrible bad. Product is very sticky once it comes into contact with anything

      Business Response

      Date: 01/10/2025

      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. We take your concern seriously and have we have escalated it to our resolution management team for additional review and follow up. 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

      BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed 


    • Initial Complaint

      Date:01/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      My order was placed online on 11/23/24, my order number was #*************. The order total was $179.88 after taxes. My method of payment was Discover $129.88, + $40 gift card and a $10 gift card. I had to pick up part of the order in store and the rest was being shipped to me. I never received the remainder of the order which was equal to $123.61. I contacted ************* on 12/7/24, 12/12, 12/26, 12/31 & 1/04/25 the scheduled date that I was to receive the shipment was 11/27/24 but the package was returned to the shipper ***** rather than being delivered to me due to damage. I have never received the package, and was told that I would receive a refund and an email on each occasion of calling customer care. I have verified my email address with them on multiple occasions. Confirmation numbers: 12/12/24 *******, 12/26/24 9196363, 1/*************.

      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 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: 01/28/2025

      [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,

      ***** ******

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Answered
      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 an in-store purchase on 11/23/2024 as a Christmas gift for a friend. I later found out my friend wanted something else so, I decided to return this unopened/ unused Bath & Body Works purchase as I didn't need it. I'd previous purchased a lot of wildflower scents for myself during a sale before Thanksgiving. I took the unused/unopened merchandise in the same bag (which I'd also left the receipt into the store). I was shocked to discover something had spilled on the receipt as I was instore standing in a very long line. I was told the person I got couldn't do a refund but if I went back through the other line that person working that register could do a cash refund (even with the spot being on the receipt). I went and stood in the other line before having to leave because of my elderly mother. We had been in the store so long, it was just too much for her and I made the choice to leave. So, just before Christmas I again went into a Bath & Body Works store to attempt the return... again with the receipt in hand. The lady was VERY rude about the damage to the receipt and said, there was no way I could get a refund. I was even agreeable to a gift card. (By the way I suspect one of the wildflower fragrance refills oil was the reason for the damaged receipt as I'd never taken the receipt out of the bag until my first refund attempt). I was ok with a gift card even to the very rude lady but she only agreed to give me the lowest price of each item instead of the amount I'd actually paid. I even pointed out the prices are readable on the receipt, this was so unfair but she didn't care and said that was all she would do. I even ask couldn't she look up the transaction from all the other information on the receipt? NO, she said. As I had already stood again in a long line and had many people behind me, I felt embarrassed and disgusted so, I just decided to take the bag and leave. 2 - 45 minute trips to my nearest store

      Customer Answer

      Date: 01/13/2025

      REF: 22777264

      I still have not received any response from Bath&Body Works. What should I do next?

       

      Thank you,

      ****** Hunt 

      Business Response

      Date: 01/15/2025

      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. 

    Bath & Body Works is NOT a BBB Accredited Business.

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