Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,106 total complaints in the last 3 years.
362 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/11/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**************** said it cannot be honored. Mentioned it was emailed to me from them and they said no, they will not honor.
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 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: 04/17/2025
[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:04/07/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unfortunately when I order online, my items often arrive damaged. This is an ongoing occurrence despite numerous calls to customer service. After receiving order, **************, I called customer service to report those items that were damaged and subsequently received a refund. Unfortunately, however, the associate had a difficult time with the calculations and had I not double checked and completed the calculations alongside the representative, I would not have received the full refund. After nearly 30 minutes on the phone, the representative offered a 20% discount for future use, but never emailed it to me. I drove to my local *** store to make a purchase (because I did not want to risk doing so online again) and when I was ready to check out, I realized the discount never arrived. The store associate would not honor the promised discount and rather directed me back to online customer care. I have now been on the phone for over 25 minutes waiting for a supervisor. The associate has simply left me on the phone and has never returned to check in or to ensure transfer so I am hanging up and reaching out to BBB for advocacy and escalation. I have been beyond inconvenienced and am requesting *** to offer a full refund, store credit, and a larger discount to account for these ongoing issues and experiences. I also urge them to package their items more securely and to work with their shipping carriers to better handle customer packages. Furthermore, their customer service representatives should be provided better training in customer care and should also provide more efficient assistance and access to escalations. Finally, there appears to be an error with my rewards account as it continues to say that I am 1 point from earning a reward despite purchases that I have continued to make. Perhaps there is a glitch in their app? But it has been months!I am so disappointed in ***.Can someone local in the ** call me to discuss at the phone number provided above?
Business Response
Date: 04/09/2025
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:04/05/2025
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 visited the store located at ******************************************************************************. A sales associate approached me to advise of the sales that day including $3.50 wallflowers. The associate saw that I had coupons in my hand and told me that I could use my 25 percent off coupon on the wallflowers as well as in addition to the 40 percent off store wide sale. After selecting 12 wallflowers and other items I approached the counter to checkout. Once the cashier provided my total she stated that she did not see the coupons and had to start over which left me with two separate receipts. As I walked away from the counter and looked at the receipts I noticed all of the wallflowers were on one receipt and the remaining items were on a second receipt. I asked a sales associate in the store to look at the receipts and explain why the wallflowers were on a separate receipt and did not include the additional 25 percent off. The sales associate advised that I could not use it on the wallflowers. I could not find the associate that initially told me I could so I left. I called several other stores in the area and each store provided a different response which leads to me writing this complaint. I purchased the wallflowers based on the sales associate advising I could use the 25 percent coupon as well. I expected to pay $31.56 plus tax for the 12 wallflowers. I would like for a member of management from the corporate office to provide the correct response.
Business Response
Date: 04/07/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your selling practices experience. We are pleased we were successful in finding a satisfactory resolution based on your selling practices 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:04/03/2025
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.
Ordering online products and getting damaged products in EVERY BOX. This isn't just just some plastic or paper. This is glass and oils shattered and seeping all throughout the box. They do not package their oils candles ect properly. I have now received at LEAST 4 packages damaged. I have called to inquire with the usual apologies and more products were shipped replacements and still the products were again damaged. This is not only a hazard for people with highly sensitive allergies and or potentially getting cut by the glass that was not properly packed. I have photos with proof. My email is ********************** my phone number is ************ - these order numbers are as follows *************** *************** *************** all three are damaged and nothing is getting accomplished.
Business Response
Date: 04/07/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 04/17/2025
[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:03/30/2025
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 placed an order for candles and body mist in December I used 7 rewards and paid the difference the body mist I purchased was online and I was dissatisfied with majority of them I gifted the ones I didn't want and kept the ones I liked I did report this to bath and body the quality of the body mist they didn't care it actually resulting in me requesting the rewards account be closed after using the body mist if they accidentally fall of placing them in my tote or purse the sprayer came off about 5 I am unable to use the body mist after trying to find an alternative way j reported to bath and body I talked to a representative name ***** that gave a fake reference number and said he replaced the items I didn't receive confirmation I called back spoke to a second representative name **** she game a reference number and claim she replaced the items after hours of no confirmation I called again and requested a supervisor ***** eventually answered the call he was very rude as I explained he seemed disinterested and as I finished he asked a question that had nothing to do with what I said i then stated clearly you wasn't listening he then make a sarcastic comment he was rude and did not help kept asking questions i told him I didn't have access to the order and did not receive anything from the two prior representative I talked to I ended the calls I will try my absolute best to not shop with this company again I was lied to twice regarding the damaged defective body spray learning ****** I will shop with a company that value their customers and are honest with them all they had to say was they was not going to replace the items instead lie and act as if they would
Customer Answer
Date: 03/31/2025
As I mentioned I reported 5-6 body mist spraying top coming off leaving me unable to use the body spray I talked to a male who apologize told ne to discard the broken body mist and he will replace them I never got a order number called back a woman did the same and I never got a order number talked to a supervisor who was unprofessional and rude and acted as if the previous representative left no notes or replaced the orders I am seeking to have the stuff replaced the account closed out I will not ever ever purchase another item from bath and body I want the broken bottles replaced
Customer Answer
Date: 04/01/2025
I need the items replaced I am confused I provided clarity yesterday in the complaint and I send clarity it seems the bbb us working to help businesses take advantage of their customers
Customer Answer
Date: 04/01/2025
Proof of purchase
Customer Answer
Date: 04/01/2025
Please forward this communication/complaint to a supervisor I have clarified why I filed the complaint and the resolution I had to search for the confirmation order and I keep getting notifications asking for additional information Bbb is working hard to help this company take advantage of customers I reached out to the ********************** three times directly and was not assisted
Business Response
Date: 04/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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:03/29/2025
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.
Placed an order for in-store pickup. The order went through just fine. Later, I receive an email stating that some of the items will be picked up on store, and other items will be shipped. They charged me for the shipping without my consent. When I called to cancel the order, I was told that I would take 30 days to get my money back. So they changed how I would get the items without my consent, stole my money, and are now holding it hostage for several weeks. I want my money back now! Bath and Body Works has no right to change things up on me or charge me for shipping without consent OR keep my money for 30 days (they stole it immediately, why cant they give it back in a timely fashion?)
Business Response
Date: 04/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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:03/26/2025
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.
For some reason my package was returned to sender. I contacted bath and body works and was told a replacement would be mailed out and I would get an email about it in 24 hrs. Received nothing so waited a bit and reached out again and was told the same thing. Again nothing. Reached out once again and requested a refund this time and was told it was all set but again never received the refund or anything from them.Order was placed Dec 20, 2024
Business Response
Date: 04/02/2025
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 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: 04/02/2025
[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:03/26/2025
Type:Billing 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 on Sunday at 9:20pm 3/23/25. I needed to cancel because I was paying with my Apple Pay card and some how on my Apple Pay account I got charged with my credit card on file. I chat to cancel immediately after I placed the order and was told I couldnt cancel at all. I chatted to 2-3 agents because I kept trying to explain I had read I had 15 minutes to cancel and still I couldnt cancel . I was very upset that I wasnt allowed to cancel within the 15 minutes and all I wanted to do was pay with another payment method. It is on their website and I took a screenshot of bathing & body stated about cancellation of an order.
Business Response
Date: 03/28/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your billing experience. We are pleased we were successful in finding a satisfactory resolution based on your billing 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: 03/28/2025
[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,

*************************
Initial Complaint
Date:03/24/2025
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 online order on March 9 (#**************) in the amount of $149.43. I received part of my order and was charged $6.32 on March 12. On March 14 I was charged the remaining $143.11 and told the package was to be delivered by March 17. On March 23, after having still not received the package, I checked the tracking ****** ************) where it showed it was returned to the warehouse (presumably as it is the same city/state as it's origin) marked as Exception. I contacted Bath and Body Works via there online messaging and was told I was refunded $134.74. When I asked why I wasn't receiving the full $143.11 I was told company policy states they will not refund taxes (in this case, $8.46). I asked how that is right considering this was something that through no fault of my own. It was their shipping carrier who returned the package without even attempting delivery. Now, I'm expected to pay taxes on goods I never received? The agent tried telling me that if I purchased something, they could apply codes to make up the difference. However, no matter what I did I needed to pay out of pocket because he even stated they are only refunding the shipping and taxes of my new purchase. How is it legal for a company to retain taxed on something that was never received by the customer? I kept asking if I could just get a merchandise credit or code in the amount of the taxes that I previously paid and he refused.
Business Response
Date: 03/28/2025
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: 03/28/2025
[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,

**** ******
Initial Complaint
Date:03/19/2025
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 have contacted Bath & Body Works by phone, e-mail & online chat for a gift card that is not being accepted online. I've spent hours trying to get them to help me with the card and after contacting them I still do not have access to the money that is left on this gift card. At this point I just want the money. Why should I give ***** my business when they have caused me so much in my time to try to use the balance on the gift card. I can't access the money to use on the card because they are trying to keep it. It is criminal to steal money from people who purchase gift cards from a company.
Business Response
Date: 03/21/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 03/28/2025
[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,

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

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Bath & Body Works is NOT a BBB Accredited Business.