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

  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:03/16/2025

  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 this order on 03/13/2025 for candles due to their sale and my granddaughter wanting some. I paid for next day delivery and got an email notification saying "your package has been delivered"I reached out to customer service a few hours later because *** told me to contact merchant and the first representative said they were going to send a reshipment WITH next day delivery. Come the following day I still have not received an email confirming my reshipment so I reach out two days later on 03/16/2025 and I was told "It has to be approved you need to wait another 48 hours" and before I could even ask any follow up questions, the agent disconnected the chat. I reached out again and got a different representative and they told me the same thing. I asked if there was any way I could have it expedited AS I DID PAY FOR NEXT DAY SHIPPING, or have my shipping refunded and she told me no. I asked for the reshipment request to be cancelled and just to be refunded my money for the order and she told me I couldn't. I asked for a supervisor and she told me to call and refused to transfer me to a supervisor. I am so unhappy with the way this company is handling this - I buy frequently in stores and decided to buy online so I can have it shipped to my granddaughter because we live far and this is the experience I have. Unprofessional and I am requesting a refund at this point, I do not want any product from this company.

  Business Response

  Date: 03/20/2025

  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:03/16/2025

  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.

  Un very disspointed in this product !! It burnt my counter !!! We could of passed on fire !!!

  Business Response

  Date: 03/23/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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:03/14/2025

  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.

  The company sent me what they called a "birthday reward" claiming that I could get an item for free as long as the value was $9.95 or less. But, when I tried to use the reward, they actually required me to buy something more because they claimed they can't place an order unless I am buying something (spending money).

  Business Response

  Date: 03/19/2025

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

• Initial Complaint

  Date:03/09/2025

  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.

  Today 02/16/2025 I made six purchases at 5:56am on line to be picked up at the ************************************. Perder numbers are:************** ************** ************** ************** ************** ************** At 11:57am I called the store and they told me that they were very busy and were barely starting to filled up online orders since the priority were the store customers and that there was going to be a big probability that my orders were to be cancelled partially or all of it. I asked to see if it was possible for them to send someone to filled mine up since I need the items for my daughters quinceanera. At this time I decided to contact the Bath and Body Works customer help line and spoke to ************* Agent *******, I explained the situation and asked if it was true that store customers are priority versus online customers who had already paid for the merchandise. ******* agree with me and guaranteed that orders were not going to be cancelled since the items were supposed to be taken out of inventory to filled the order prior to opening the store. At 1:18pm I received an email stating that three crucial items to the party were not filled from order ************** and at 2:32pm that order **************. I was in the store at 1:50pm and spoke to manager ******** in regards to the items cancelled to which she show no care to support my request stating that they had items on the back but that they were for other others that had priority over mine which doesnt make sense because according to ******* those items come out of inventory as soon as the orders are filled. Manager ******** at the time of our conversation was wearing one of the items I had ordered and I saw two other employees wearing them as well and I asked her when did she got it and she told me she got it today during her 15 minutes break. She stated that she was there at 10:30am in the store which means that her break was at 12:30pm which means she bought it 33 minutes after I ca

  Business Response

  Date: 03/14/2025

  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: 03/14/2025

  [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:03/07/2025

  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.

  I have 2 rewards that expire 3-11-25 and I tried to redeem them via customer service supervisor ***** today and she refused to apply the awards and honor the price of the 2 three wick candles that are prices ***** each. The rewards are for ***** each and it says nothing in terms that I would not be able to apply the rewards. Case number *******

  Business Response

  Date: 03/13/2025

  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: 03/24/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

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

  ******, ****** 23034679

  Bath & Body Works

  Mar 24, 2025 11:30 AM

  
  

• Initial Complaint

  Date:03/05/2025

  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 made an online purchase with Bath and Body Works on December 26th for 36 items. A few items arrived, but not all. I thought perhaps they were bad at tracking inventory and checked my credit card, but no refund. Eventually I looked online and found in my junk folder that they claimed the package had been damaged in transit. Now I needed to contact them to replace the order or get a refund. It had been more than month. I reached out to them January 31st.Not all of the items were available - and may have been if they had immediately replaced the order. The customer service agent was unwilling to replace out of stock items with similar options, and processed a refund for items no longer available. I received an email for a $17.17 refund -but it doesn't even tell me what items were refunded. More than a month later - the items have never arrived. I checked my email and had nothing other than the refund. I called again on 3/5/25 around 4pm Pacific. ** was the customer service agent I spoke to - he had a full record of my previous call. He noted that it showed the refund and it didn't have evidence of them letting me know that other items weren't available. He offered to replace the order - after also telling me there was no one else I could talk to and nothing else he could do for me. No one to note this egregious error to or the fact they had my pmt for over 2 months and hadn't gotten me the items. He was the only person I could talk to and that other people would hang up on me. Nothing more to be done. No remediation.He also implied I did receive my initial package... that he even had a blurry photo... which was absurd. After digging through my emails and entering the tracking info he had- it was clear the delivery he was referring to was for 1 item from the order - which he finally agreed ***** the end of the call he told me if I didn't receive a confirmation within 24 hours I need to call them back AGAIN to get a refund. I've wasted 90 min. on these calls.

  Business Response

  Date: 03/14/2025

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

• Initial Complaint

  Date:03/03/2025

  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 on January 1, 2025 and received an email that I would receive 2 gift cards. One gift card in the amount of $17.96 and the other for $36.43. Since January 1st, I have called and spoke with 4 representatives all advising me to wait 5-15 business days to receive the gift cards. Most recently on 2/14/25, I spoke with *****(4th representative)who assured me to wait another 5 days and I would receive the gift cards. It is now March 3rd and the gift cards were never received. I have been more than patient with waiting. As a result, not only do I want my gift cards sent to me IMMEDIATELY, I want to be compensated for waiting 2 months and the horrible customer service provided. Absolutely ridiculous!

  Business Response

  Date: 03/13/2025

  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:03/03/2025

  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.

  Im a longtime rewards member of Bath and Body Works, the company has always met my expectations and needs with excellence and quality until yesterday. I visited the ************************ location as I often frequent looking for a gift idea and use the birthday reward. I arrived in store for the Disney Princess ***** body cream which was on sale for $5.95 and then added lip gloss, and with the sale I add more creams. Princess ***** was completely out however the other princesses were fully stocked which was odd. However, I had assistance from a floor associate who was extremely knowledgeable and helpful and guided me with sale items. As went towards checkout I noticed the soaps were on sale and grabbed 5 for $27, it wasnt until I got to the register that I got the worst customer experience EVER. The associates name was ***** she was very dry and made me feel uncomfortable or welcome with my purchase. As she totaled out my purchases I noticed they rang at the non sale rate and brought it to her attention, she was not happy about that to say it nicely. So I asked to take the body wash off, at that point the items still did not register at the sale price and I asked her again she says I told you that they were not the sale item only the moisturizers! The associate in the front of the store assisted me with the body creams so rather than argue and hold up the long line, I asked to remove them and pay for my items. I paid in cash and she toss the money causing it fall on the counter and then she tried to play it off. I called the customer service number the guy who took the call Im positive it will not go any further than him. Im so upset and will search elsewhere for my body care needs. I was prepared to spend $80 which is my average with the exception of candle day, and only sent $9 and didnt get the gift card I wouldnt subject my friends or family to that

  Business Response

  Date: 03/11/2025

  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: 03/31/2025

  The matter was resolved quickly and met my expectations and more. I thank both agencies for helping me get a resolution 

• Initial Complaint

  Date:03/03/2025

  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.

  On February `7, ******************************** the amount of $152.70 for Bath and Body Works products. The promised delivery date window was 2/21/2025 - 2/26/2025. On 2/21/2025 I receive a shipping confirmation and ***** tracking number. That pickup was never made and ***** showed they were still awaiting the package. I called *** customer service on 2/25/2025 and they promised a replacement order but I never received a confirmation email so I called again on 2/26/2025 and they confirmed the replacement order was in process. On 3/1/2025 I called again and they said there was a problem with the replacement order and they promised an expedited replacement order and assured me I would receive an email confirmation with 24 hours; this was an emphatic promise because I expressed doubts. On 3/3/2025 I contact *** again because I had not received the confirmation and I was told the replacement had not been approved and I would have to wait an additional 72 hours. It has now been 14 days since I placed and paid for the order and I have no product, no confirmation of a shipment, and not no tracking information. I have sent and email to their customer service and asked the online chat agents to have a responsible manager call me with no response. I need immediate resolution.

  Business Response

  Date: 03/06/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 03/07/2025

  [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:02/28/2025

  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 am a frequent loyal customer ,I had a $16.95 free item I never redeemed ,I contacted the customer service online chat and the agent was rude and kept saying I already used it when I know I didnt use it.I had like 3 rewards I never ******** Im going to miss the $5.95 sale on my other 3 items because I cant utilize my $16.95 coupon for my candle so I just rather not buy anything

  Business Response

  Date: 03/05/2025

  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: 03/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23005499
  
  I am rejecting this response because: 
  Im a frequent customer for ******************** I just put in a complaint about the same exact issue but this time the issue has escalated tremendously because I came into the store and spoke with a Manager by the Name of ***** and she was extremely unhelpful and bluntly said nothing she could do. So the issue is when utilizing my promotions online the pottal is saying Ive already used my coupons but I have not. I came in the Conroe location because of the issue and ***** literally turned a what should have been 5 to 10 min experience to an entire hour or more because she stated for the sake items I had to order online and then allow them to pull the order which I felt she could have addressed the issue then and there also my coupon of 25% would not work so I had to utilize my $20 gift card that I feel I didnt have to ****** so irritated with the entire customer service of ********************** when ***** had an opportunity to make it right she actually made not only me but my entire family wont be shopping here anymore and Ive spent thousands of dislikes here!
  
  Regards,
  
  ****** Jazzy ******

  Business Response

  Date: 03/14/2025

  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.