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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.
    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2024

      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.
      I visited a bed and body works in ****** *******. the items i purchased were supposed to be on sale since they were all on the ***** table. When i got to the register one of the items was *****. The sale person told me I had to get another one. I told her it was on the ***** table. I called and email the company on 12/28 and the issue has not been resolved spoke to Ivy

      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 selling practices 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:12/30/2024

      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.
      Purchared 24 candles on 12/6/24 and still have not received my items!

      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 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:12/30/2024

      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.
      Went to ********************************* at **************************** in *************. Purchase a Black Chamomile body butter which is on sale for 50% off. This is a limited item that will not come back. I received 3 coupons from an item for free up to $16.95. When I tried to use the coupon on this item, I was told the coupon could not be accepted because the original price was over $16.95. This did not make any sense because the reduced price they are selling the product to anyone is $8.95, thus qualifying for the coupon. I had to come out of pocket and purchase the item because its sold out everywhere else and the inventory online does not reflect what the stores have and it would be impractical to drive to all the stores in the area. The item should have been free. Anyway, it sounds like bait and switch to me and Im done. This reminded me why I stopped shopping at ********************************* for over 16 years. This year was the first time I purchased anything from the store and frankly, I will never buy anything from this brand and its parent brands as long as I am breathinglifetime band. BBB can also take their bate and switch coupons and shove it where the sun dont shine. Im done!

      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 selling practices 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:12/30/2024

      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.
      Early this morning I logged onto Bath and Body works online site to shop their 75% off Annual sale. I purchased $ ****** worth of items after my discount . After my order, I had realized I needed to cancel my order due to unforeseen circumstances . I immediately got onto my bank website and saw they already withdrew the funds for the order. I contacted ****** and they said it was *** that must cancel and return my money. I contacted *** immediately . I spent an what felt like forever going around and around with a robot called ****** that completely surprised me that even a robot could be so hostile, rude, mean, and show complete lack of customer service skills and professionalism when politely asked to please cancel my order - her response was sorry I cannot do that for that reason when I selected other reason out of the choices given, a flat no the second time and multiple times attempted to disconnect me after I selected answers she did not agree with. I simply just wanted to cancel my order because it was wrong payment choice and change mind either one would fit . Now after debating with ****** I begged for an agent and the agent came onto the chat box and told me sorry your order has already been filled and shipped. Are you serious ? I responded . He says yes. ! I said my order was just placed how in the world is that possible and he or she said it is already released and shipped and I cannot refund you your money. This is the worse experience I have EVER HAD with a business and I have been a customer of *** since they opened . I am so disappointed in you ***. Every girl including my young niece went there! They cant believe your behavior .wo much money spent in store , online , even searched out your products on ****, Poshmark and mercari to have them and this is the thanks I get as a customer ??? I fully believe you lied to me. Now I was told you have to return them to a local store to get your money if you want it and the agent hung up !!!! So so rude

      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 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: 01/29/2025

      [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:12/28/2024

      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 ordered $216 of stuff. I wanted to change the credit card. They told me they would cancel the first order and redo the order on the second card. The process to cancel the first order didnt work. I ended up with two orders and two charges to my bank. Since it was their fault the order wasnt canceled, I did not want to pay shipping to return it. A representative said I could keep and give it away for Christmas and he would refund the $216. I never got the $216 credit. Now they are saying I have to return the items to get the $216. I already gave them away. Ive spent 7 hours on the phone related to this topic. I want $216 refunded

      Customer Answer

      Date: 01/09/2025

      From: '**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      Date: Wed, Jan 8, 2025 at 8:04 PM
      Subject: ******* issue resolved they issued credit for $216
      To: <**********************************************************************************************>


      Inline image

      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 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: 01/10/2025

      [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:12/28/2024

      Type:Customer Service 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.
      PLACED AN ORDER ONLINE FOR A BIRTHDAY GIFT AND THE ORDER WAS RETURNED ON CHRISTMAS DAY CHRISTMAS EVE I WENT TO THE STORE (****************) ST. ***** MO AND STOOD IN LINE FOR OVER 30 MIN. I CALLED THE STORE AND ASKED THEM TO PLEASE NOT RETURN THE GIFT I WILL PICK IT UP THE DAY AFTER CHRISTMAS. WHEN I CALLED THE STORE ABOUT THE **** BEING CANCELLED THE STORE CLERK SAID WELL ITS NOTHING I CAN DO. WHEN I ASKED TO SPEAK TO A MGR OR CAN SHE PROVIDE ME WITH CORP OFFICE NUMBER SHE SAID WE ARE VERY BUSY I DONT HAVE THE NUMBER AND THE STORE MGR CAN'T COME TO THE PHONE. AS SHE PROCEEDED TO HANG UP THE PHONE SHE SAID WHAT A - A WORK I CANT USE. ON 12/27 AND 12/28 I CONTACTED CUSTOMER SERVICE *********** AND EXPLAIN TO THEM WHAT HAPPEN THEY OFFERED ME A ***** E GIFT CARD FOR INCONVIENCE OF STORE. AFTER SEVERAL ATTEMPTS WITH CUSTOMER SERVICE AND BEING ON HOLD FOR OVER AN HOUR AND TRANSFERRED TO SEVERAL *** THEY FINALLY SAID I HAVE TO WAIT ANOTHER 72 HOURS. I AM TRULY UPSET AND I WOULD LIKE A CALL FROM CORP OFFICE

      Business Response

      Date: 01/10/2025

      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:12/28/2024

      Type:Delivery 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 purchased 18 candles on 12/6/24 that Bath and body works shipped out and should have arrived on 12/13/24 since the package made it FedEx *** **** the moving stopped I informed bath and works of on 12/16/24 and was advised to wait until 12/19/24 I did on the 19th I called and spoke with several representatives who all disconnected the calls after placing me on hold on my sixth call and promised me a full refund with a confirmation email that was to follow there has been no communication today is the 29th of December and I was just advised that they need more time this is a inconvenience to myself and my family and bath and body works should be ashamed the customer service is and has been horrible.

      Business Response

      Date: 01/08/2025

      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: 01/21/2025

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



      Regards,



      ****** ****

    • Initial Complaint

      Date:12/27/2024

      Type:Customer Service 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.
      ok i had odered candles and they never arrived so they were reshipped so when i got them i opened the box and every candle was broken so i am stuck with a box full of broken glass and 2 cut up hands. i have call multiple times and was told i would need to speak with the safety department and they transfered me to some medical alert number. this was the 2nd time i called bc the 1st time i called i was told i would get a refund and the managers would be reaching out and that never happen so i called this 2nd time and i was told there was not even record of me calling. they did finaly issue a refund but i have 2 cut up hands this is wrong

      Business Response

      Date: 01/06/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the customer services 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:12/27/2024

      Type:Customer Service 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.
      My 11 year old son, ******** **** made an online purchase via Bath and Body Works website on December 23rd using his Greenlight Debit Card. I was notified from ********** regarding the purchase and immediately called and canceled the purchase and was told that it was canceled successfully. The company shipped the item anyways upon calling to speak to a supervisor I was hung up on 4 times and then once I believed I was speaking with a supervisor I was hung up on again.

      Business Response

      Date: 01/07/2025

      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:12/26/2024

      Type:Customer Service 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.
      The customer service for online orders is horrible. I placed an order through the app and noticed that the incorrect address was listed on the confirmation. I immediately called the customer service line to try to quickly modify the shipping address only to sit on the phone with a girl who did not any answers to my questions and sat the there in silence for half of the call trying to find answer. Eventually, I was hung up on. I proceeded to call back. By the time I got a man on the phone, he told me too much time has passed and I cannot change or cancel the order. Excuse me what? I literally just placed the order. This is unacceptable. I have spent so much money with bath and body works over the last 20 years. I will never spend another dollar unless this is resolved.

      Business Response

      Date: 01/06/2025

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

    Bath & Body Works is NOT a BBB Accredited Business.

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