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

  411 South County Center Way Saint Louis, MO 63129

• 

  Bath and Body Works

  3902 13th Ave S Ste 5201 Fargo, ND 58103

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

• 

  Bath & Body Works, Inc.

  1501 Ward Blvd Wilson, NC 27893-1503

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: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.

  My sister bought me a gift card from the Bath and Body Works store in ********* - store #***** on April 6. I added it to my store app. When I went to use it, the gift card was not loaded for some reason. The gift card had already been discarded. I called the customer service number (because my sister had the receipt) and they said nothing could be done, even though I had all the info on the receipt. I was then told by customer service to call the store she bought the ** from and see if they could give me the full gift card number from their computers because that is the only way they can give me credit. (If I had the gift card number I wouldn't have needed to call in the first place.) The store then told me they had no way to get that information and then gave me another number to call. That number won't even send me through to anyone unless I have a gift card number. It just keeps hanging up on me.This was a gift for my daughter's birthday who is 7, and we don't have $50 to just throw away. Finding this gift card number should be an easy fix with the receipt. I spent two hours on the phone trying to fix this - and it all resulted from a faulty loading situation on their app to begin with and no one can help **** looooooove Bath and Body Works and shop there all the time. I hate reporting this. But this is concerning - not being able to track down a gift card number from the store it was bought from? I just want this gift card given to us for what it was rightfully bought for. Maybe someone higher up can help us. I am including a pic of the receipt. The last four digits of the ** are 3930.

  Business Response

  Date: 04/23/2025

  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: 04/23/2025

  [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. They have gone above and beyond to fix the problem. Thank you for your help!
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising 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 had made a pick up order from bath and body works. I was not able to pick it up in time so they canceled it but never returned my money for the order. I made the order on December 10th. I reached out multiple times asking for a refund and have been straight up ignored.

  Business Response

  Date: 04/28/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the advertising 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:04/18/2025

  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 online for a total of $84.09. After receiving and opening the box, I found that none of the items were packaged. All items appeared to have been thrown into the box. The Wallflowers fragrance refills were all leaking, so much so that everything was covered in oil, including the Wallflowers Plugs I had also ordered, which were also not packaged at all - They were just thrown in the box loosely with the leaking refill bottles. There was so much oil that it had leaked through the box, leaving a mess and also staining my hands blue from the blue ink printed on the outside of the box itself. I can't use plugs that are covered in oil, and the refill bottles were not even full! I contacted customer service via their online chat, and was told by one person that she couldn't help me. She then stopped responding at all. The next day I contacted another person via the online chat service, and was told that they "no longer offer refunds or replacements," and that since the package itself was delivered by a third party service, Bath and Body Works was no longer responsible for any damage of the items. But they so obviously are - Had they correctly packaged the items in the box, none of this would have happened. It's just ridiculous.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/18/2025

  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 purchase a wallflower plug in refill in the scent Comfort:Vanilla Pachouli. I went home and changed the old fragrance to the new bulb, as I usually do. Only this time, upon plugging in the wallflower the item exploded and cause a severe laceration to my right index finger resulting in injury. I am seeking to have this incident publicized and a warning label created to alert of this likelihood of happening. I am also seeking damages from the company and have already began the process with Bath and Body Works Legal Team.

  Business Response

  Date: 04/21/2025

  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:04/18/2025

  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 placed an online order. The delivery address was not correct. Based on their instructions i had to wait for the confirmation email to cancel. I held onto my phone and as soon as i got that email *. **** my chat with their customer care *** (as directed). When the *** connected i explains, gave him the order # and detail and was told it was too late to cancel! They then directed me to the shipping company once the items are in transit! Is there not a minimum amount of time to cancel a transaction anymore? I did exactly what they directed and they still refused. There is no way my order is even close to being in process at this point and could not be cancelled/ deleted!

  Business Response

  Date: 04/23/2025

  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: 04/23/2025

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

• Initial Complaint

  Date:04/16/2025

  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 placed an order with Bath & Body Works (Order #**************), which was marked as delivered. However, when I received the package, it was completely empty. The box was sealed, undamaged, and untampered with, indicating that this was not a theft or carrier issueit was clearly a fulfillment error, where the item was never packed in the first place.I contacted customer service immediately, explained the situation, and even submitted photos showing the empty interior and the intact exterior of the package. Despite this, my request for a refund was denied with a generic response stating the package was delivered and that anything beyond that is out of their control. This completely ignores the actual issuethat nothing was shipped inside the box.I also stated clearly in my communication that I did not want a replacement, as I will be traveling for the next month and unable to receive it. A refund was the most logical and appropriate solution.I find it very disappointing that a reputable company like Bath & Body Works would dismiss clear evidence of a mistake on their end. I am not asking for anything unreasonableonly a refund for a product I never received due to an internal error. I hope this can be resolved promptly and fairly.

  Business Response

  Date: 04/21/2025

  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. 

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23213993
  
  I am rejecting this response because: 

  They claim I was credited but nothing has happened yet. Please see attachment and confirm refund. 

  
  Regards,
  
  *** Ladrae

  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 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: 04/25/2025

  [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,
  
  *** Ladrae

  Customer Answer

  Date: 04/29/2025

  Dear Bath & Body Works Customer Care Team, I am writing to follow up regarding the refund of $228.32 associated with my order #**************. Although I received an email on April 21, 2025, confirming that the refund was issued to my original form of payment, the funds have still not posted to my account. I initially filed a dispute with my bank regarding this transaction, but I withdrew the dispute after receiving your confirmation that the refund had been processed. However, despite repeated reassurances from your team that the refund was completed, I can confirm that it has not been received on my end. Given the circumstances, I am respectfully requesting that Bath & Body Works re-examine this matter more thoroughly, including confirming the transaction reference number, payment processor confirmation, and whether the refund may have been misapplied. I appreciate your immediate attention to this issue and your assistance in helping to resolve it. I look forward to your prompt reply.

  Customer Answer

  Date: 04/29/2025

  This is my bank confirming that *** did not process the refund, see the screenshots attached and please make sure they re-do it. I withdrew my dispute. 

  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 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. 

  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.

  They are sending me a check. 

  
  Regards,
  
  *** Ladrae

• Initial Complaint

  Date:04/14/2025

  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.

  For as long as I have been a member of their rewards program as well as a consumer. We have been allowed to utilize the coupons on any item within the store. The coupon itself when you read the fine print does not exclude any product or promotion that it cant be combined. Yesterday I patronized the store listed and was told upon check out that I could not use the 25% coupon on the wallflowers or hand soap because they were already marked down to their lowest. When I went to question this the cashier informed me her manager specifically said the coupons cant be used. However I went to another bath and body works and the coupon was accepted. I couldve saved money on my initial purpose but instead was told an outright lie. So because of this I had to put back intended items to purchase due to not being able to utilize the coupon.

  Business Response

  Date: 04/16/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 04/16/2025

  [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:04/12/2025

  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.

  The order shipped was incomplete and missing 3 items. I have reached out to the seller, and they have denied any type of recourse, only showing that the package was delivered. Yes, it was delivered but missing 3 items. I disputed the transaction with the payment company, but it shows the package was delivered (albeit incomplete), therefore there is no recourse available to me.

  Business Response

  Date: 04/17/2025

  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 two tries and via email two 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: 04/18/2025

  [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. They have refunded me for the items missing from my order and I see this as an acceptable response.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/12/2025

  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.

  This is regarding order ID **************. I was supposed to get my order days ago however I havent actually received it. I reviewed the ***** tracking and the photo in there is NOT my porch. I reached out about this 3 times and both times was promised a refund within ***** hours. This was promised 3 different times and I have screenshots. I reached out 2 days after the first time and was told the refund was processed and it would apply within ***** hours. Its been 2 days and still no refund. Can you please look into this and resolve this now? I have been promised refunds 2 different times.

  Business Response

  Date: 04/20/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the repair 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: 04/23/2025

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

• Initial Complaint

  Date:04/11/2025

  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 received 3 items. I have fragrance sensitivities to them, and they're irritating. I contacted them on chat, and they told me to call. I called, and the agent transferred me, and I was on hold for 25+ minutes, and it didn't look like anyone was answering. It looked like they weren't answering on purpose. Then I chatted again and told them about the issue, and "***" the chat agent said he'll refund the amount. He claimed he refunded it. Then I checked the 2 payment methods, *** gift card and a **** prepaid card, and there was NO REFUND or pending refund. It looked like "***" LIED about a refund to get a good review. I regret I gave him a good review, and I'd give him 1 stars on all counts. I chatted again, and the agent wasn't helpful; she just said again to call. Then I called again, and I was on hold forever again, and it looked like the agents just didn't want to answer. I'm never going to buy from *** again because their products are subpar, and their agents over chat and phone are lying, sketchy, never answer over the phone, pretend to transfer and never answer, and lie about a refund to get a good review. *** should get terminated for lying, too.

  Customer Answer

  Date: 04/14/2025

  My last name is ****. 

  I'd also like to add in in my complaint:

  I've contacted them about this, and they just said to call their toll-free customer service number. As I've written in the complaint, they don't answer their phone line, and I was on hold twice for a long time, and the first phone agent lied about transferring, knowing that he was putting me on hold forever, with no one answering. 

  The behavior of the agents and chat agent "***" was very unethical, and have severely worsened my view of Bath & Body Works. It doesn't matter how good or average their products are if they hire chat and phone agents who lie, especially "***," who lied about refunding to get a good review, and didn't refund. That's like punching the customer down. 

  I won't buy from Bath and Body Works again. 

  Business Response

  Date: 04/17/2025

  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.