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 has 198 locations, listed below.

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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:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned items to Bath & Body Works and was told I would be refunded $207.28. To date, I have only received $77.28. The company claims that I received the remaining $130 refund on April 29, 2025, but I have not. I have reviewed my bank records, and it was never deposited.Despite multiple emails and calls and providing evidence, I continue to receive template replies with no actual resolution. I have repeatedly asked to speak to a manager and been ignored. This has been ongoing for over two weeks and has caused extreme inconvenience and distress.I am seeking the full refund of $130, a formal apology, and compensation for the mishandling and mental stress caused.

  Business Response

  Date: 05/19/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with bath and body works on March 9th,2025, when I placed the order after I entered my credit card information it came up system error and brought me back to their home page. I tried to place an order again and the same thing happened so I waited a couple hours and tried again which worded this time and I received a confirmation number saying my order was finally placed. A few days later I noticed my **** was charged 3 separate times for the orders. I called bath and body works and was told by 2 separate employees that the only way I wouldnt have to pay the shipping to return the 2 orders I did not authorize to be charged on my **** was to decline them at ****** post and I would receive my full refund. I have made 9 phone calls to them trying to receive my credits but as of today I am still out $299 because I returned the 2 orders which were never confirmed on my end and not authorized to be charged. The last 3 times I have called I have been told that they would manually put through my refund of $299 but 2 days later each time I get an email saying my refund has been declined because I returned them, I tell them that thats what their employees have told me to do since I live 4 hours away from the nearest location. I am paying interest on my credit card every month waiting for my refund and I am very unhappy with their customer service. I told them that I would have waited to have a friend bring them back to the store for me but their employees advised me to refuse delivery of them and I would receive my full credit for the 2 orders charged to my card. They are refusing to credit my card back for the 2 orders charged to my card because they were returned only on the advice of their employees, if I knew this would be the trouble I would have had I would have given them to someone I knew travelling to ************* who could return them for me but their employees told me not to worry and that I would receive my credit by not accepting the orders

  Business Response

  Date: 05/16/2025

  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:05/04/2025

  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.

  The items were delivered by ***** but when I retrieved the package, I discovered it had been severely damaged, with a large corner of the box torn open and extensive liquid damage. I immediately contacted *** and was assured that a replacement shipment would be sent. I received notification indicating that the replacement shipment had suffered further damage and was being returned to your warehouse. I was told that I needed to manually re-add the items to my cart and would be assisted with processing. Given the delay, I informed the agent, that I would no longer need the original items and would have to purchase replacements elsewhere, as they would not arrive in time for Mothers Day. **** assured me a refund would be processed in 3-5 business days, which was not ideal, but I agreed. When the refund was not processed in the agreed time frame, I contacted customer service again only to be told that my $188.06 refund had been denied because it exceeded $150 a policy that was never communicated. I was given a case number and instructed to call back to finalize the issue. When I called back, informed me that the refund had been canceled, and the previous agents solution was incorrect. He offered to issue an instant $150 refund, with the remaining $38.06 pending approval by your back office. After being placed on hold, a different representative took over and again confirmed that I would need to wait 3-5 days for the refund to be approved additional 3-5 days for the funds to reflect in my account. This was simply unacceptable. I was offered a 20% off coupon for my inconvenience but given my decision not to place further orders due to the poor experience, I declined. The representative then offered to sign me up for additional promotions, providing me with a combined 40% off coupon for in-store and online purchases along with a full refund. She assured me I would receive confirmation of the refund and coupons within 24 hours. STILL NOTHING

  Business Response

  Date: 05/06/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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:05/03/2025

  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 had four gift cards loaded in the B&BW app. I made a purchase in store today 5/3/2025 and used two gift cards leaving two $50 gift cards. I swiped the gift card balance screen in the app to see the updated balances (expecting to see two $50 and two $0) but all four gift cards disappeared. I called customer service and the representative immediately said this is a known glitch in the app as of the last month and to uninstall then reinstall the app then login again and the gift cards should reappear. They did not. I called customer service again and spoke to **** who was unaware of this issue. He eventually told me to uninstall and reinstall the app again, which I did but still no gift cards appeared. He told me that unless I had the physical gift cards, there is nothing that can be done. I explained I discarded the physical gift cards months ago when I loaded them in the app. I spoke to supervisor **** in ********, ** who said there is nothing that can be done, there is no physical address or email address that I can reach out to in order to escalate the issue and no tech support. Also he said there is no one else I could speak to unless I wanted to hang up and speak to a different customer service representative. I have been using the mobile app for years and have never had a problem with loading gift cards to the wallet but now I am out $100 with seemingly no recourse. This is a known issue with the app yet they are unwilling to research or replace the two $50 gift cards that disappeared form wallet in the app.

  Business Response

  Date: 05/05/2025

  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: 05/06/2025

  [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.

  
  I did receive a call from the corporate office of Bath and Body Works that resolved the issue to my satisfaction. She had reviewed the phone call and my account. There will be an educational opportunity for the representative I spoke with as well as the $100 in gift cards being reissued to me. The effort spent trying to figure out the problem and then when she couldnt figure it out either, issuing a replacement gift card, and the quick response made me very happy. 
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration and seek assistance regarding an ongoing issue with my order.Since this past Monday, I have been trying to contact both your **************** and your chat line without success. I initially visited the **********, ***** store, where I encountered an associate who seemed quite frustrated with the process of locating my account. Unfortunately, she informed me that I would need to leave the store and return another day for assistance.Following that, I reached out to your **************** team but encountered the same issue. Despite the amount being withdrawn from my bank account and possessing a confirmation number, representatives were unable to locate my order. When I asked if I could send a picture of my confirmation, I was advised that the only way to do so was through the chat option.Since Tuesday, I have spent HOURS each night waiting to speak with someone via the chat feature, but no one ever responds after the automated system, Violet, gathers my ************** this point, I am beyond frustrated and urgently request an immediate resolution. I would greatly appreciate it if my order could be disbursed and mailed to me as soon as possible.Thank you for your attention to this matter. I look forward to your prompt ************* regards,********* ******?************ ***************** Order#: **************

  Business Response

  Date: 05/08/2025

  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 service experience concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

• Initial Complaint

  Date:05/01/2025

  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.

  Bought 2 candles that are defective and I to get my money back or exchange for 2 different candles.

  Business Response

  Date: 05/02/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 05/02/2025

  [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:04/30/2025

  Type:Service or Repair 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 made sure to add my gift card and make sure it was applied. 25 was to be charged to the gift card and *********************************** the day, my debit card was charged ***** and when I contacted them, it was "too late" to cancel and refund the order even though it took them two days since to ship it. I asked what I should do and the agent suggested a stop payment. What an awful business practice. I feel like this is a trap and they're doing it on purpose

  Business Response

  Date: 05/06/2025

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

• Initial Complaint

  Date:04/24/2025

  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.

  Trying to get a replacement gift card. Called three times to customer service and I feel they say the same thing, called three times in three weeks for a replacement gift card of 25 dollars. Very sad

  Business Response

  Date: 04/28/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been going back and fourth with bath and body and ***** since 12/2024 regrading an order i placed and i did not receive because ***** delivered it the wrong door and was able to tell where they delivered it now bath and body works is stating they are unable to give me a refund because ***** said they delivered it and only have a picture of a package being placed at a door but there is no door number for the package i was trying to get the information for the package of where it was placed so i would be able to get my package but they could tell me. and when i finally spoke with someone last week they promise me that i would be getting a refund finally now i get email saying that you guys are unable to do anything regarding my package being missed by the company that you guys do business with for delivering packages.

  Business Response

  Date: 04/25/2025

  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. 

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the store today and I was treated with such disrespect. The staff was rude to me and didnt seem to want to engage with greeting me but did with everyone else. I was also overcharged for the room sprays that were suppose to be on sale today for $3.95.

  Customer Answer

  Date: 04/22/2025

  They ended up returning and redoing it for the correct price