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

1,114 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.

Initial Complaint
Date:12/20/2024
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.
Had an order but for some reason it didnt register my address. It had a different address. I contacted them and they said only option is to cancel. Few days later part of my order shipped. Contacted them again and was told Id get a refund and ship to correct address. I didnt get a full refund and once again shipped to the wrong address. I have contacted them numerous times. One agent we lost chat connection. Another agent didnt understand and told me to call back tomorrow when item is back in stock. He hung up on me after 20 minutes. I called back and a different agent said they cant send a replacement because of the system. I can only get my refund. It wasnt my fault the issue wasnt resolved yet Im penalized for their mistake. Very frustrating and waste of time. You cant even email them. Chat and call are the only options.
Business Response
Date: 01/01/2025
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:12/20/2024
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.
Bath and Body Works *********** states the following:What is your return policy?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.Attempted to return several wallflower plug in that simply stopped working after only using them during the holidays. Spoke to *** on December 20, 2024 via chat on Bath and Body Works website. I was advised Bath and Body Works has a 90 day return policy. *** would not send me a link where this 90 day return policy is listed after asking him for it numerous times. He kept on ***eating to offer me 20% of my next purchase. I was unable to get these useless and broken from barely any use wallflower plug ins returned.I want to return for refund or a ***lacement.
Business Response
Date: 01/03/2025
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: 01/16/2025
The business Bath and Body Works has addressed the issue directly with me via phone and the issue at hand has been resolved to my satisfaction. Thank you.
Customer Answer
Date: 01/16/2025
The business Bath and Body Works has addressed the issue directly with me via phone and the issue at hand has been resolved to my satisfaction. Thank you.
Initial Complaint
Date:12/20/2024
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.
Bought some candles on 12/06/24 they arrived broken, contacted bath and body works the same day they told me they would give me a refund for my order total ****** and I would get a email confirmation within *********************************************** the refund request is approved but please allow 24/48 hours to receive the refund and now its December 20th still waiting on my refund. I keep getting the same answers they processed the refund and have got nothing!
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 refund 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:12/19/2024
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.
Went to a local bath and body works store on December 13th in *********** and was mailed coupons I brought with, I was charged for the free body care item u was supposed to receive and they took my physical coupon a gave to them, they were rude and not helpful, I called customer service sat on the phone for almost two hours they said they would email me a $20 gift card as an apology, never got it, called back they said there was nothing they can do. You just lost me as a customer freaking ridiculous and unprofessional, unhelpful and if this how you treat customers your business won't be around much longer.
Business Response
Date: 01/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund or exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund or exchange concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:12/19/2024
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 Dec 6 I placed an order ************** for $197 and the order came and the glass was busted and your company said they would replace my order then i call andbit is cancelled so they will reship and yet again today on Dec 19 same thing now they dont have any candles and keep getting a rinaround these were gifts
Business Response
Date: 01/01/2025
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: 01/02/2025
[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:12/19/2024
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.
Made purchase on 12/7. Attempts to checkout that errored on companys side resulted in multiple pending charges on my card. After several attempts, the purchase was completed. I called the next business day to cancel my order and was told it couldnt be done because it was already packed and going to be shipped. That was almost two weeks ago. Since then, the charge has left and then reappeared twice. A shipping label was created and never used. Ive spent an hour on hold, there is NO customer service email address to use, the chat bot makes you wait before it may or may not connect you to a person. I connected to a person and they said there was an issue fulfilling the order and then immediately changed the chat status to email chat is no longer available. No update on what that means- no ability to get a refund for an order they arent fulfilling???? How is this ethical to reverse and recharge charges multiple times, not fulfill my order, not communicate with me on what that means and now Im out money and no ability to get help unless I can wait on hold for another hour for a candle company to help me.
Business Response
Date: 01/03/2025
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:12/19/2024
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 December 7 was to be ship and delivered by December 19 th I called why order never came and they have counter addicted, three different phone calls first call. The order was gonna be delivered on the 19th. I called yesterday to get verification. They said the order was out of stock. One item could be shipped, but they never offered to send me an email. Let me know that and refund my money I had to call sit on hold for 30 minutes to get someone to place a refund for the two out of stock items. They couldnt tell me were out of stock three days ago. These were all Christmas presents. I was unable to drive to the store because my car is in the shop. This was the poorest customer service there is no explanation on where my order is at or the process of the order so I knew what was going on. I still have not received my refund. Its been two business days. I see nothing about a refund online. I called them back this afternoon at 12 noon on December 19 and they are saying now that the order shows refunded but they dont see how it was refunded and they said two items are on backorder. One item was re-shipped but they dont know where its at. This is the poorest customer service Ive ever seen in my life I wanna be refunded the $39.28. They owe me. They need to be held responsible for the poor customer service. They are supplying to people like myself that spends thousands and thousands of dollars at their store every year. My order number is00474245088744 I am not sure of the exact amount of the order because Bath and body Works when they found out I was reporting this they deleted my order off their website
Business Response
Date: 01/01/2025
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: 01/13/2025

**** ******** <************************>
2:35 PM (42 minutes ago)
to Better

Yes its Bern resolved and thank you for your assistance
Initial Complaint
Date:12/19/2024
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.
At 12am 12/19/2024 I made a purchase online using the app. To have my order picked up at store and the app cliched a few times changing my order from pick at store to online without my approval after checkout screen. When I I saw that this order details were off through the app and looked for it in my gmail account. But noticed it went to my ******* shipped to my old address and was being shipped. Used the chat feature and the ** chat said I could no longer cancel my order that is still in pre authorization and has not been shipped. I also reached out at 7am pacific time on 12/19/2024 but they were unable to cancel because there system is not built to cancel orders through them. I contacted my bank to dispute charges and let them know I would not be able to receive this order and why would a company make it difficult to correct an issue before product waste due to app error and changing preference at check out instead to pick up at store.
Business Response
Date: 01/02/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your delivery experience. We are pleased we were successful in finding a satisfactory resolution based on your delivery concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:12/18/2024
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 am writing to formally address an issue with my recent order, #**************, which I have not received in its entirety. The order was shipped in two separate shipments, and both are missing.The first shipment, handled by ***, has been marked as lost in transit according to *** tracking and confirmation. The second shipment, delivered via ****** includes a delivery photo that only shows the shipping label and not the actual package contents. I can confidently state that I have not received either shipment, resulting in my entire order being missing.
When I reached out to your customer service team for assistance, I was met with unprofessional and dismissive behavior. The representatives I interacted with were not only unwilling to help resolve the issue but were also disrespectful, which only added to my frustration as a loyal customer. I have a recording of the interaction, which highlights the unacceptable treatment I received.

Business Response
Date: 12/29/2024
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: 12/30/2024
[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:12/17/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 9/2024 I couldnt log into my rewards account so I called customer support. Someone hacked into my account by changing my email address and stole my 4 rewards. I was told to create a new account on the app and the previous account would be deactivated. After making several calls to customer support my 4 rewards were reinstated. Now I continue to have technical issues with the account and when entering my phone number or scanning my member ID barcode the employees say the system says Im not a member. Ive called customer care several times and the problem still is unresolved and Im not receiving points for each purchase. When I call customer care the ***resentatives are rude. I had to call 3 times on 12/15/24 because i requested a supervisor and the 2 rude **** I spoke with refused to let me speak to one and just muted me. When I called back the 3rd time I got a *** who allowed me to speak with the supervisor *****. Went to the store 12/17 and the same issue with my account. Called customer support and the 1st **** was rude and raised her voice at me and muted me so I hung up and called back. The 2nd ****** I spoke with tried to assist but unable to do so. He did say ***** did put in a ticket for the account to be looked at by the back office team which Ive heard before. First of all the customer service **** need better training and if the calls are recorded manatees to listen at how they speak to customers. I am so tired of calling in to customer service and get no resolution to the issue. I always receive coupons but havent since November. I called via support on candle day and was told a lie that she would send me a 10 off 40 so I can shop on candle day but I never received. I called back hours later and a different *** sent me a code for 10 off 30 online purchase after I clearly told him I shop in store. So needless to say *** missed out on the $100 I usually spend on candle day. *** clearly do not value my business and me as a customer.
Business Response
Date: 12/31/2024
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.
Customer Answer
Date: 01/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22700827

I am rejecting this response because: I received an email from ******** from *** corporate customer relations on 12/27 informing me she had attempted to call me. I do recall receiving a call from an unknown number that day but typically do not answer calls from unknown callers. I responded to her on 12/27 at 10:15pm to give her my availability for call back ( see below); however, I havent received any other responses from her. I only recall 1 phone attempt and 1 email from corporate.
My response on 12/27:
"Hi ********,
Thanks for reaching out to me and I apologize for missing your call. Im available everyday this week from 12:00 noon (EST)-5:00 pm. I look forward to speaking with you soon.

Thanks
********"
Regards,
******** ****
Business Response
Date: 01/16/2025
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 eight tries and via email three times 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: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22700827

I am rejecting this response because: I have made several attempts to contact ******** in the corporate office. Ive left messages on her voicemail and emailed her and she no longer responds. I feel like Im being avoided at this point. I just wont shop there anymore as it is apparent that my concerns doesnt matter.

Regards,

******** ****
Business Response
Date: 01/30/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 01/30/2025
[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,

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

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Bath & Body Works is NOT a BBB Accredited Business.