Complaints

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

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  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  555 Broadway Chula Vista, CA 91910-5339

• 

  Bath & Body Works

  411 South County Center Way Saint Louis, MO 63129

• 

  Bath and Body Works

  6415 Labeaux Avenue NE Albertville, MN 55301

• 

  Bath and Body Works

  3902 13th Ave S Ste 5201 Fargo, ND 58103

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:05/28/2025

  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 received an e-mail after I placed an order on 5/16/25. The e-mail and order page on your website clearly showed that I intended to purchase 3 candles, 1 of which should have been free with a promotion you were doing. The shipment I received only contained one candle. I did the chat support and was told that I "only had one candle in my order" and that they "could not accept an e-mail as proof". I asked if the candles were buy one get one free that day and *** with the chat customer service told me that they were but I had only added 1 to my cart so I was not entitled to the free candle. I am appalled at the arbitrary change Bath and Body Works made to my order as this was clearly a bait and switch. I have been shopping at Bath & Body Works for years but this is truly unacceptable and downright illegal.

  Business Response

  Date: 06/04/2025

  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.
  

  Customer Answer

  Date: 06/16/2025

  Good morning,

  Please **** this complaint as the consumer is satisfied. Thank you.

• Initial Complaint

  Date:05/28/2025

  Type:Order 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 originally purchased four gift sets and several other items. One in particular was a bottle of body wash. I received my order and the top wasnt on the body wash and had spilled out. So i immediately contacted customer service and a replacement was sent. I pulled the gift sets out and three were ruined by the body wash. I tried unsuccessfully to get my issue resolved through the chat option. (Four times) Finally calling customer service I was refund around $24 even though the sets were $15 each. They would not send me replacement sets. I did receive the replacement bottle of body wash and surprise surprise, that one wasnt closed either. I didnt even bother contacting customer service again.

  Business Response

  Date: 06/03/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your contract dispute experience. We are pleased we were successful in finding a satisfactory resolution based on your contract dispute 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: 06/03/2025

  [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:05/25/2025

  Type:Sales and Advertising 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 logged in to my account to see why I did not get my Birthday Reward. I found that my account had been hacked. I changed the password and corrected all my information. I could not correct my date of birth that was changed by the hacker. I spoke to ***** (supervisor) ****** employee ID. This is what she provided to me. She refused to help me with my issue and refused to escalate the issue with corporate for a fraud investigation. My birthday is still wrong ahowing ******* when it should be May 23 and my rewards info is fully blown out. My email is *********************** ahe was extremely rude and dismissive.

  Business Response

  Date: 05/29/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your advertising experience. We are pleased we were successful in finding a satisfactory resolution based on your advertising 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: 05/29/2025

  [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,
  
  ****** ********

  Customer Answer

  Date: 06/16/2025

  Problem:
  Your website had a glitch causing me hours of stress. Then I finally was able to place the order and your online in store pickup inventory was incorrect so my order was cancelled. After multiple failed customer service attempts to fox the issue I was met with complete incompetence and nobody that understands or speaks proper English. I have no items. No refund. No means to correct the order. The coupon Ibused was erased from my account and removed from my order. This whole process has been painfully comical and chaotic!
  
  Desired Resolution:
  Other (requires explanation)
  select
  Desired Outcome:
  Someone needs to contact me ASAP to rectify this situation. I would suggest an overhaul of what your idea of customer service is if you want to remain in business.

  Business Response

  Date: 06/18/2025

  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: 06/18/2025

  [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:05/23/2025

  Type:Service or Repair 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 had ordered a package from bath and body works. It never got delivered. It was sent to me in an email that it was being returned because the address was apparently incorrect. I tried chatting with the company on their website since there is no customer service email available and I sat in the chat for 15 minutes and no one ever answered me. I have the correct address and simply wanted to provide it for the company to still be able to receive my package.

  Business Response

  Date: 05/28/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your 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: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Brandi *****

• Initial Complaint

  Date:05/22/2025

  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.

  The WORST customer service ever!!!!!! No one speaks clear English no accuracy in notes simply terrible!!!!!

  Customer Answer

  Date: 05/30/2025

  Terrible customer service reps who lie on their Notes leave no notes. Tell me that I’m not cooperating because I won’t tell him what happened but I just got done telling people what happened and then there’s a supervisor that called me from the US who’s in charge of Customer Service who was so condescending and rude over talking me hottie and throughout the call that I recorded laughing at me and when I ask her why she was laughing at me she said it’s because I didn’t let her talk and I said I don’t know why that’s funny. You’re not as scheduled call today I’m at work and why would you find that funny if I’m interrupting you I’m interrupting you because I need to go to work and you’re over talking me. This is the worst customer service I’ve ever seen the US manager said I couldn’t talk to anyone better while she’s laughing and snickering at me I do have the call recording for your company to review. The foreign reps will not even write an accurate note down shame on you for hiring people and paying people they can’t do their jobs properly higher professional people, please and thank you you 

  Customer Answer

  Date: 05/30/2025

  Of all the Customer Service experiences I’ve ever had dealing with Bath And Body Works has been the worst over talking no notes called transferring the reps can’t speak English the reps hang up on you the reps over. Talk to you when you try to fill out a survey they refused to write down why I’m calling. I was calling to make sure someone wrote an accurate note. Whoever it was that called me this morning who was over talking me and laughing that was a manager no wonder we have these problems. Please do better than this please because I do love Bath And Body Works Foreign call centers need to go bye-bye 

  Terrible customer service reps who lie on their Notes leave no notes. Tell me that I’m not cooperating because I won’t tell him what happened but I just got done telling people what happened and then there’s a supervisor that called me from the US who’s in charge of Customer Service who was so condescending and rude over talking me hottie and throughout the call that I recorded laughing at me and when I ask her why she was laughing at me she said it’s because I didn’t let her talk and I said I don’t know why that’s funny. You’re not as scheduled call today I’m at work and why would you find that funny if I’m interrupting you I’m interrupting you because I need to go to work and you’re over talking me. This is the worst customer service I’ve ever seen the US manager said I couldn’t talk to anyone better while she’s laughing and snickering at me I do have the call recording for your company to review. The foreign reps will not even write an accurate note down shame on you for hiring people and paying people they can’t do their jobs properly higher professional people, please and thank you you 

  Customer Answer

  Date: 05/30/2025

  Of all the Customer Service experiences I’ve ever had dealing with Bath And Body Works has been the worst over talking no notes called transferring the reps can’t speak English the reps hang up on you the reps over. Talk to you when you try to fill out a survey they refused to write down why I’m calling. I was calling to make sure someone wrote an accurate note. Whoever it was that called me this morning who was over talking me and laughing that was a manager no wonder we have these problems. Please do better than this please because I do love Bath And Body Works Foreign call centers need to go bye-bye 
  
  Terrible customer service reps who lie on their Notes leave no notes. Tell me that I’m not cooperating because I won’t tell him what happened but I just got done telling people what happened and then there’s a supervisor that called me from the US who’s in charge of Customer Service who was so condescending and rude over talking me hottie and throughout the call that I recorded laughing at me and when I ask her why she was laughing at me she said it’s because I didn’t let her talk and I said I don’t know why that’s funny. You’re not as scheduled call today I’m at work and why would you find that funny if I’m interrupting you I’m interrupting you because I need to go to work and you’re over talking me. This is the worst customer service I’ve ever seen the US manager said I couldn’t talk to anyone better while she’s laughing and snickering at me I do have the call recording for your company to review. The foreign reps will not even write an accurate note down shame on you for hiring people and paying people they can’t do their jobs properly higher professional people, please and thank you you 

  Business Response

  Date: 06/17/2025

  We have attempted many times to support this customer however she is consistently making racially insensitive remarks, mocking the agents & supervisors, threatening agents, and using abusive and derogatory language. Due to this behavior, we have blocked the customer from contacting us. The customer contacted us 76 times 5/20-5/30 and refuses to provide the information needed to support with her concern.

  Customer Answer

  Date: 06/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23365424
  
  
  
  I am rejecting this response because: I simply have been asking the staff to fix my three accounts. I’ve asked them for three years now and they said they can’t fix them then I call and then they don’t get fixed. The staff tells me to call which I’m happy to do and then no one still fixes the three accounts. I don’t know how I could accept your answers as helpful. I don’t know if I’ve lost points. I’m not sure of anything, but I think if the staff are allowed to create the report, excuse me the profile for me then the same staff should be allowed to fix it when my email address is wrong or my phone number and/or my name it doesn’t make sense that they enter the data and then the data comes out wrong somehow and then they can’t fix it and then the Consumer has to call and fix it and then it’s still not fixed after the Consumer calls. I’m not sure what’s going on here.
  
  
  
  Regards,
  
  
  
  Lise Zlomke

  Customer Answer

  Date: 06/26/2025

  Here’s the situation large Corporate America loves to put fingers of blame on the public. I did not start out yelling and screaming at anyone. I started out three years ago asking them to correct their database then they told me that I had to call then I did call and I got no help in fact who knows where my points went because they had three different accounts then they started being disrespectful to me, but they’re not gonna tell the Better Business Bureau that of course I cussed after complained after complaint and no one ever even helping me I simply wanted one account with my points. I didn’t wanna deal with rude reps at the corporate number or the regular number to Bath And Body Works. I simply wanted one account with my points. God knows if I’ve lost points. No one really cares pointing finger About their customer service reps with terrible attitude is not gonna fix anything. All I wanted was one account with my points that’s not asking too much. I should not have to deal with layer and layer and layer of bureaucracy and unhealthy people on the phone to simply get my points account correct my goodness stop pointing fingers and correct your employees conduct that’s it and please don’t make the public call your corporate number and your other 800 number if the reps are going to be unprofessional and rude all it did was cause a waste of time on my part and your Companies part and the Better Business Bureau please correct your errors thank you respectfully Lisa

• Initial Complaint

  Date:05/21/2025

  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 cannot believe the absolute nonsense I am dealing with! I placed my order on 05/18/2025, and you had the audacity to give me a shipping window from Thursday 05/22/25 to Thursday 05/29/25. A whole week? Really? Thats excessive, unnecessary, and frankly, ridiculous. Its been three days, and my order still hasnt shippedwhat kind of incompetence is this? Theres no reason for my items to be sitting around doing nothing for three whole days. Then I reach out to your pathetic customer service yesterday, and today I get an email saying my new estimated delivery date is Thursday 05/29/2025. Are you serious? Thats unacceptable! You dont need to stretch out the shipping just because you can. I have a problem with how youre doing this out of pure spite because I complained. You told me I could get it as early as tomorrow, 05/22/2025, but now you expect me to accept the latest date? Dont tell me that. This is a two-way street, and right now, youre clearly not respecting that.This is outright bs. These are gifts I need for people Im seeing this weekend, and I just want you to do your job and ship it already! Its no secret that ************ shipping sucksjust ****** it. Get your act together, update your protocols, and start appreciating your customers. Its not that hard!

  Business Response

  Date: 05/27/2025

  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: 05/27/2025

  I wanted to clarify that a satisfactory resolution was not achieved. I did receive my items in a timely manner, although that was only possible after raising concerns. It appears that ***'s shipping practices may still be inconsistent, as indicated by my research. I expect that this issue may persist in the future, but I am glad I received my items promptly this time.

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/21/2025

  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.

  My wallflower mutated and became a fire hazard, as I could smell burning. Bath & Body Works refuses to admit manufacturing errors for known issues with Wallflowers. Some people werent so lucky and had their walls go up in flames. My dresser was damaged by the Wallflower exploding.

  Customer Answer

  Date: 05/21/2025

  ******** **** with ********* ******* lied that there needs to be 12 inches of clearance around the Bath and Body Works Wallflower, when this is stated nowhere. On their website it clearly says 12 inches of clearance ABOVE the wallflower is needed. They refuse to take responsibility of my wallflower mutating and almost causing a fire.
  

  Customer Answer

  Date: 05/30/2025

  For clarification, my wallflower mutated and Bath and Body Works refuses to admit fault. Other consumers have had the same issues. My TikTok video almost has a million views showing the issue: ***********************************

  Business Response

  Date: 06/03/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your product experience. We are pleased we were successful in finding a satisfactory resolution based on your product concern. We take your concern seriously and have we have escalated it to our resolution management team for additional review and follow up. For any future inquiries, Bath & Body Works ************* 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:05/20/2025

  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.

  Ordered 14 products that cost around $120 on May 17. I just received the product today, May 20, and the packaging is terrible. The cushioning air pillows they put didnt help, most of it deflated. Perfumes werent capped on, had scratches in them, and some of it leaked. The box looked like it went through a lot.

  Business Response

  Date: 05/27/2025

  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.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I hope this message finds you well. I am writing to inform you that I accept the business response regarding my recent complaint about the packaging of your products.
  
  While I appreciate your effort for reaching out, I would like to clarify that I am no longer interested in pursuing that option. My primary concern is ensuring that products are packed properly for shipment. During my experience, the perfume bottles werent capped properly, there wasnt enough cushion to protect the items, and there was leakage of perfumes, which could have been avoided with improved packaging practices.
  
  I hope my feedback will help in enhancing the quality of service for future orders. Thank you for your attention to this matter.
  
  Regards,
  Ciara ********* ******

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Unfortunately, my experience has been quite disappointing and has led to significant issues within my home.Over the past year, I have encountered multiple problems with several Wallflower plugins that I purchased. Specifically, I have noticed that they frequently leak oil, and the Wallflowers tend to go bad in less than a year. This has resulted in a sticky, messy residue that has caused damage to my carpets and stripped the paint from my walls and window *****. Additionally, I have serious concerns regarding safety, as I have experienced a spark from an outlet connected to these plugins.Currently, I have 5-7 faulty Wallflower plugins that are unusable, as well as up to 20 unopened boxes of plugin refills that I no longer feel safe using due to the fire hazards they pose to my home. I am deeply disappointed that Bath & Body Works has refused to take these products back or offer any form of refund or store credit, despite being aware of the ongoing issues with these items.Given the widespread nature of this problem, I find it concerning that the company does not seem to acknowledge or address the potential risks associated with its products. I believe this situation constitutes a breach of implied warranty and reflects poorly on the companys commitment to customer safety and satisfaction.While I would appreciate the opportunity to exchange these faulty products for candles or some other alternative, I must emphasize that I can no longer keep the Wallflower plugins in my home due to the significant safety risks they pose, particularly concerning my pets.I hope that Bath & Body Works will reconsider its position and address this matter appropriately. I would appreciate a prompt response regarding how you intend to resolve this issue. If this matter is not satisfactorily resolved, I may have to consider further options, including legal action to protect my rights as a consumer.Thank you for your attention to this matter.

  Customer Answer

  Date: 05/16/2025

  I currently have 8 defective Wallflower plugins, which have leaked oil and caused various problems. These issues have resulted in 1 damaged light socket, 1 window sill with stripped paint, 1 oil-damaged throw rug, and an oil-damaged spot in my carpeting. I have serious concerns regarding safety, particularly as I have noticed a spark from the damaged light socket associated with these plugins. Moreover, I have 21 unopened boxes of plugin refills that I no longer feel comfortable using due to the potential fire hazards they pose. I am disappointed that Bath & Body Works has refused to accept these products for a return or offer any form of refund or store credit, despite being aware of the ongoing issues with these items. Given the widespread nature of this problem, I believe this situation constitutes a breach of implied warranty and reflects poorly on the company's commitment to customer safety and satisfaction. While I would appreciate the opportunity to exchange these faulty products for candles or another alternative, I must stress that I can no longer keep the Wallflower plugins in my home due to the significant risks they pose. I hope that Bath & Body Works will reconsider its position and address this matter. I would appreciate a prompt response regarding how you intend to resolve this issue. If this matter is not satisfactorily resolved, I may have to explore further options, including legal action to protect my rights as a consumer. 

  Business Response

  Date: 05/27/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the warranty 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: 05/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23334904
  
  I am rejecting this response because: I asked the business to correspond with me via email and the business rejected that. They haven't done anything to resolve my complaint and due to my work hours I haven't been able to call in during the constrained hours they've laid out for me.

  Still, this company has out the burden on me to rightsize and rectify THEIR wrong. 

  
  Regards,
  
  *** ******

• Initial Complaint

  Date:05/15/2025

  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 Mothers Day, I spent over 10 hours trying to complete a large purchase on Bath & Body Works' website during a Buy 3, Get 3 Free sale with a 20% discount. I used multiple devices and browsers, cleared cache/history, and still received constant error messages. I purchased gift cards in advance and was trying to order around $260$275 worth of items, including gifts for my mom and sisters.I contacted customer service, explained the issue, and provided screenshots as proof. An agent eventually offered me $100 off my current cart, but the order total was $481.99 significantly higher than what it should have been if the system had worked during the original sale. Several items were also out of stock by the time they responded.I asked to receive the original promotion, since the error was not my fault. I offered screenshots, timestamps, and even suggested speaking with a supervisor. Ive been a loyal customer for years, consistently placing high-value orders. This situation left me without gifts for my family on a meaningful holiday and with unused gift cards.All Im asking is to receive the pricing and discounts I would have had if the site hadnt malfunctioned. I feel ignored and disappointed by the lack of fair resolution, and I hope the BBB can help. Ive included a chat transcript of me and the agents conversation as well as a screenshot of what would come up when I would try to finalize the purchase.

  Customer Answer

  Date: 05/21/2025

  I have the emails. Im trying to forward them to you.

  Business Response

  Date: 05/22/2025

  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.

  Customer Answer

  Date: 05/23/2025

  [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,
  
  ******* ******