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

1,116 total complaints in the last 3 years.
367 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:01/03/2025
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 with Bath and Body. I was owed a reward for an item at a $16.95 value. It applied the reward to a $4.25 item when I already had a full priced item in my cart for $15.50. I contacted customer service - the gentlemen was unable to help me. I feel that they falsely advertise their rewards and coupons. Spent at least 30 minutes on the phone with customer service. I removed my $15.50 item as I was not getting it for free.Secondly, I placed my order and three of the items I ordered were not included in the order, the items that I most wanted, and viewed prior to submitting my final order. I spent over $100 to get free shipping. Once, again, contacted customer service and advised I had placed these three items in a seperate order could they please give me the free shipping for them. I was told NO, I advised I had placed my order less than 5 minutes before and they were not in the bag. I was once again told No, we cannot do that.Bath and Body is unable to EVER work with you on an order and I feel they provide false advertising on their rewards and coupons. Every time I place an order with *** it requires a customer service call, this time two, with no resolution. Too much stress to even deal with this company but I feel that they owe me an explanation as to why I have to go through this each time I try to place an order with them.
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 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: 01/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22762417

I am rejecting this response because: The issue has still not been resolved. I tried to place an order and the same thing happens each time, very frustrating and time consuming. They need to find a work around on their rewards and educate customer service on how to handle these type of calls.

Regards,

***** **********
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 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: 01/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22762417

I am rejecting this response because: It had nothing to do with delivery and Bath and Body knows this. It has to do with their rewards coupons and how they were applied. And until Bath and Body makes changes over their false rewards program I will not accept their response.

Regards,

***** **********
Initial Complaint
Date:01/03/2025
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 put an online order in on November 24th, 2024 and my total amount was $215.13. It is now January 3rd, 2024 and I have been continuously lied to over the phone in the 10 times I have called. These customer service agents just tell you what you want to hear and do not give a c*** A week after I ordered, my order was destroyed in transit and went back to the shipper on December 6th. As in destroyed, it never even made it to me. It made it to my town, but ***** shipped it back to shipper instead of delivering it. Which I understand cause it was destroyed. Since then, I continue to be lied to and Im done! Ive been told I will receive confirmation in 3-5 days at least 10 times now of my tracking of reshipment to me. I have received nothing. The next time I call, they tell me the same thing and then tell me they are sending a $70 gift card from them for the troubles to my email. That was also a lie. Everything everyone there has been telling me is an absolute lie. **************** and the way this business is run is absolutely horrible, especially for a person who is a regular customer. I can guarantee I wont be returning after this mess thats been going on for almost a month and half now. This is how you lose business. I want my items I ordered, and if you cant do that cause all I get is lies, at least give me money back, or Ill handle it the legal way of recovering it. From a long time customer, I am ashamed at how this ********************** runs business.
Business Response
Date: 01/13/2025
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: 01/15/2025
[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:01/03/2025
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 12/6/24 At 10 am I placed a candle order for B&BW candle day sale. Received an email saying it was going to be delivered when package was received it was not the right order it contained 6 small candles I immediately contacted customer service and explain to them and to have them reship the correct order which was to contain 20 large candles at the amount of 209$ well it turns out that 12 of the candles were sold out. After trying to come to an agreement with them I threw in the towel and requested a full refund . Said refund was supposed to be processed and received in 3-5 days after not receiving refund which was requested on 12/11/24 I believe I call to check the status of my refund and was told they didnt know what the issue was but would submit a new refund request. This was on 12/19 or 12/26 not sure but have not received it giving it a few extra days because of holiday holidays I again called today 1/2/25 and was told that it was not processed and that he would resubmit the refund request. Its been almost a month since order was placed and still I have no refund no candles no nothing from This company. I just want my 209$ refunded.
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 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: 01/15/2025
[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:01/02/2025
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 online order and some of my order was canceled. I was told that I could not grab other items for the price of the items that were canceled. I was told that I had to wait 3-5 business days for a refund. What is mind boggling is that the items that were canceled are still for sale in the store. I called customer service and was hung up on when I asked for a supervisor, when I called back I was told there were no supervisors available and that they would have someone call me back. (code for supervisor did not want to take the call). Companies should not be able to charge customers for services they can't provide or for item they can't provide and make them wait for refunds.
Business Response
Date: 01/13/2025
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:01/02/2025
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 bought ****** of candles 12/6/24 ,Fed Ex had them file claim it was all broken , items not available, I have called 12/14,12/19,12/20, 12/24, 12/26, 12/27, 1/3/2025 ticket# *******, 9227217,9126803 17450 spoke to SIki, **** and *** as of today no refund issued or started!
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 exchange experience 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:01/02/2025
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.
Ive been a loyal customer for three years, but my recent visit was disappointing. I tried to exchange fragrances that caused a severe allergic reaction for my family, but the staff was unhelpful and lacked empathy. They only offered a gift card instead of a proper replacement or refund. This was very frustrating, especially given my long-term loyalty.
Business Response
Date: 01/15/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the customer service 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:01/02/2025
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.
11/23/24 confirmation of order # ************. Email stating pick up order of 2 travel size hand sanitizers were ready for pick up ( didnt realize I had any pick up items so I got notification those two items were canceled due to me not going to get them - this is all good )11/27 email saying my items had been shipped. December 11 I called customer service explaining I did not receive order - he confirmed that there is no way to tell where it was after it gets to fed ex so he would put me on hold for 20 minutes as he checked all was in stock to reship. He said I would get a new tracking number in 3-5 days. Never got it, called customer service again on 12/19 spent an hour arguing with representative as the order had been canceled because over *********************************************************************************** for approval- I asked if anyone was going to tell me they canceled that and agent said no thats not how they do things - I begged to talk to someone who could get this approved and moving they said no you have to wait another 3-5 days for approval and then another 3-5 days if the items are in stock. On December 27th spent another hour arguing and asking to talk to someone in charge but bath and body works doesnt allow that. It is now Jan. 2nd and I am out my ****** along with the 2.95 soap deals that I purchased. I expect a phone call from an actual person in charge along and refund along with the products I ordered to compensate the worst customer service I have ever experienced anywhere and all my time that has been wasted talking but getting no where - what a terrible feeling that bath and body works doesnt allow their customers to talk to the people in charge.
Business Response
Date: 01/13/2025
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:01/01/2025
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.
Ordered 12 candles order # ************** on 12/07/2024 in the amount of $131.73. I have contacted the company regarding the quality. Most of the candles wax were falling out of the glass jars and two candles had ***** too close to the glass and caused the wrap that goes around the glass jars to start on fire. Fortunately we were in the room when this occurred and prevented a disaster from happening. Seems like Bath and Body has sacrificed quality of candles for their $9.95 sale. The sacrifice of quality almost led to a tragic incident for this customer
Business Response
Date: 01/09/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the Product 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: 01/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22755305

I am rejecting this response because: I have not received any phone calls or emails from this company. I have reviewed my emails and incoming calls with no correspondence from this company.

Regards,

***** *****
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 product experience you have shared. We attempted to reach you via phone on eight tries 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:12/30/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in an order last 12/14. Up to now I have not received my order. I cannot get a hold of customer service. The chat option does not connect to a live agent. I even sent an email to their instagram account, still no answer. I need to know whats going on and why have I not received my order yet! Really bad experience and very disappointed.
Customer Answer
Date: 12/30/2024
Hi there,

My full name is ***** *****. If you need anything else, please let me know. Thank you
Business Response
Date: 01/13/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the service 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
***** <****************************************>
12:21 PM (54 minutes ago)
to disputeresolution

Hello,

I was able to communicate with the business and they have resolved my complaints, and Im satisfied with the outcome.

Thank you,

***** *****

Sent from my iPhone

Begin forwarded message:
Initial Complaint
Date:12/30/2024
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.
Over the past few days, I have experienced repeated cancellations of my 4 pickup orders, which I find highly disappointing. Each time, I was unable to utilize the coupons associated with these orders, including a $10 off $30 coupon and a birthday coupon. The original value of my birthday coupon was $9.95, but it was later increased to $16.95 because my order was canceled. Despite this, all of my orders, including the one that was promised to be placed on my behalf, were canceled once again.After these cancellations, I was informed that I could make my purchase in-store and that I would still be able to redeem my coupons, including the $16.95 birthday coupon and the $10 off $30 coupon, in the form of a gift card. However, after making my in-store purchase, I have not yet received the promised gift card worth $10, and I am still unable to redeem my coupons. I have attached the receipt from my in-store purchase for your reference.Given the inconvenience and repeated issues Ive faced, I kindly request the following:A gift card worth $16.95 to compensate for the canceled orders and my unfulfilled birthday coupon. along with 10$ gift card for my in store purchase.I would highly appreciate it if they can give me a gift card. worth *****.bath and body gave me ticket number ******* In-Store Purchase Order #: ******************** 12/27/2024 Online pick up order which where cancelled. Date Placed: 12/27/2024 Order Number: ************** Date Placed: 12/26/2024 Order Number: ************** Date Placed: 12/24/2024 Order Number: ************** Date Placed: 12/23/2024 Order Number: ************** I am a tourist from *****. I wasn't expecting such bad service in ***.
Business Response
Date: 01/13/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the customer service 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.

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Bath & Body Works is NOT a BBB Accredited Business.