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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 199 locations, listed below.

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    Customer Complaints Summary

    • 1,123 total complaints in the last 3 years.
    • 368 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: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. 

    • Initial Complaint

      Date:12/24/2024

      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.
      I order from Bath and Body works on 12/6 at 7am. I have not received my order. I called the customer service number (12/15) to inform them the package havent moved ******* since 12/7 and 4:43pm. The agent told me that he was going to resend my order since it havent moved and that I will receive an email in 24 hours. I never received the email. So I called back on 12/18 and spoke to another agent and he informed me my account read that a replacement order was ever enter into the system. I asked for a full refund I spent 30 minutes on the phone with him. He gave me a file number ******* and to me I should receive an email in 24 hours. I called back today to check on my refund and I was informed that they dont have a record of a refund. I asked to speak to a supervisor and I was told it wasnt a supervisor on site today due to it being Christmas Eve. The lady stated that she was going to place another refund on my account and I will receive an email in 24 hours. I dont believe it! I believe that they are holding my money to see if the package will show up. I need that money to get new for because my order didnt come.

      Business Response

      Date: 01/08/2025

      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.

      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 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:12/23/2024

      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.
      They had a sale going on for $4.95 all body care. Upon adding everything to my cart on 12/13/24, the code GOFORIT would not work. I started chatting with *** for help adding the code. After trying a few different failed attempts, she told me to place the order & that a refund in the amount of $335.72 would be initiated and to look out for an email confirming the refund. The said email never came through. I gave it a few days since she said it would take 3-5 business days. I called customer service on 12/18/24 to get an update & make sure I didn't fall through the cracks. The woman I spoke to was ******* me off the phone stating that everything was in ********* still had 2 business days left to expect my refund. $335.72 might not be a lot of money to some but it makes a huge difference on my bank account. Since waiting for the refund, I had bills come through & ended up with $256 worth of overdraft fees, leaving my bank account at (-$558). I called today 12/23/24 and spoke to a lady that informed me my refund status still showed "Opened" due to a "system error". They should have caught any "system error" when I called on 12/18/24. They informed me today that she manually processed my refund & to wait another 3-5 days. I spent $492.02 for my order with the promise they would be refunding me $335.72 within the next 3-5 business days & did not follow through. Even if/when the $335.72 refund comes through, I still end up losing most of what I should have saved in the beginning. Still waiting on any email confirming my refund. Not to mention all 3 of my ***** Clause Cocktail' wallflower refills leaked all over the box during shipping.

      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 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:12/23/2024

      Type:Billing 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 12/6/24 (Candle Day) I placed an order through the B&BW app for 24 candles. The order was inadvertently placed twice and I was charged twice for this order. I received confirmation of both orders at 6:39AM (EST). When I realized the app had placed the order twice, I immediately called B&BW to cancel one of the orders based on the fact the website says you have up to 15 minutes to cancel an order once placed... I spoke with a representative at 6:48AM. The representative proceeded to tell me that she could not cancel the order and I would have to return the items in-store once they arrived. When I told her this was not really a possibility for me for various reasons, I asked to speak with a supervisor and was told she was a supervisor. She ended up telling me she had noted the account that once the items shipped I would call back and B&BW would process a full refund (her name was ****).I called back and the refund was requested... on 12/16/24 I received an email stating the refund was denied but they had refunded 7.47 for shipping charges (this resolution would have been satisfactory had I not been given different information previously). I called back on 12/18/24 and again spoke with a supervisor, ****** and explained the situation. After looking at the account, he told me he was going to go ahead and process a refund for the full amount of the order in real time. After spending time on hold while he processed this refund, he told me I would receive an email confirmation of the refund within an hour after hanging up. When I had not received an email confirmation, I called back on 12/23 to check the status and was told there was nothing that could be done by the supervisor I spoke with (I don't have her name). She proceeded to just give me the option of returning in store... again... if this was the only solution I could accept it had I not been told different information on numerous previous calls. I am seeking the refund I was promised for weeks.

      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 billing or collection experience. We are pleased we were successful in finding a satisfactory resolution based on your billing or collection 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:12/23/2024

      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.
      Contacted customer service 11/29/24 regarding fraudulent activity on a gift card. I had a remaining balance of $11.78. I have contacted customer service 7 times. I have found out several other people have had same problem with gift cards. Also promised discount coupon and $10 off coupon. I have received nothing.

      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: 01/01/2025

      [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:12/22/2024

      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.
      Bath and Body Works selling open and used items. It's unhygienic and safety issue.Multiple orders and multiple items compare then I came on my conclusion. Talked to store manager and she said that I have to return or exchange product. I said to her when I order online and pickup from her store then why she not gave unopened item. She really unprofessionally and siad where ever you want to complaints go ahed and do. They don't care. Please take some action health and safety point of view. They can not risk or play with our health.********************************** ****************

      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:12/22/2024

      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 placed a online order 12/1/24 for $189 and package arrived completely damaged on 12/8/24 I contacted them sent pictures of the damaged package as it was Christmas gifts and they assured me it would be replaced. I never received anything from them and for the past two weeks Ive spoken with 8 different associates who keep telling me the same that a supervisor will issue my refund but I have never received a refund or replacement. So basically they took my money and didnt make good on the product or my refund. I cant seem to get a supervisor on the phone and each attempt I get placed on hold only to be hung up on after waiting on hold for over a hour. This has happened at least three times! I need help with this please!

      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: 01/05/2025

      [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:12/22/2024

      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 purchased 24 candles on Candle Day. My order was split into 3 separate deliveries. The first box contained someone elses damaged order. I contacted *** to get a return label to ship them back to the company, since they were not mine. The associate via chat went to process a reshipment, but of course they were out of most of my order. She was only able to replace 3 candles and one candle holder. She said she would have to refund me for the unavailable items. I took screenshots of our chat confirming this. Box 1 and 2 arrived the same day.(Waited days and no refund was received.)Box 2- I was missing:The Perfect Christmas Winter Candy Apple Tis the season.Lavender Vanilla (broken)Box 3-Arrived perfectly (one candle)After a few days, I contacted *** again about my refund, and that agent also said they were processing my refund. Again, no refund was in my account.I reached out yet again (3rd time) and was told it would have to be escalated for approval, and they would email me within a few days (what?) That email never came. I reached out again and was told the same thing. No email again. I reached out AGAIN, and was told the same thing about being escalated and they would email me, and of course they didnt. Thats why Im here filing a complaint. I even went on social media to see if others were having the same experience, and they absolutely were. Ive attached those screenshots as well. **** sum it up, I was supposed to be refunded for 15 candles, that were out of stock, and one broken. PHOTOS ATTACHED.***, please reach out to me by email. I like to have things in writing.

      Business Response

      Date: 01/02/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund or exchange experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.

      Customer Answer

      Date: 01/03/2025

      Thank you *** for understanding and fixing my issue.

      Better Business Bureau:

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

      Regards,

      ***** *****

    Bath & Body Works is NOT a BBB Accredited Business.

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