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Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Body Care.

Complaints

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

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Bath & Body Works has 199 locations, listed below.

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    Customer Complaints Summary

    • 1,122 total complaints in the last 3 years.
    • 367 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      [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:


      Bath and Body Works called me yesterday and we settled the complaint before they were even notified that I contacted BBB. I accept the business's response to resolve this complaint.


      Regards,



      *** ******

      Business Response

      Date: 09/15/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are delighted that you gave us the opportunity to
      understand your online ordering and customer care experience. We are pleased we
      were successful in finding a satisfactory resolution based on your lost order
      concerns. For any future inquiries, Bath & Body Works Customer Care is
      available for direct support between 6a-2a EST, 7 days a week at ************.
      We look forward to shopping with you again soon. 

    • Initial Complaint

      Date:09/12/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      * * ******* *************************
      Sat, Sep 23, 12:20 PM (3 days ago)
      to Better

      The problem has been solved. Thank you. ***********************

      Business Response

      Date: 09/15/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are delighted that you gave us the opportunity to
      understand your rewards account experience. We are pleased we were successful
      in finding a satisfactory resolution based on your account deletion concerns.
      For any future inquiries, Bath & Body Works Customer Care is available for
      direct support between 6a-2a EST, 7 days a week at 800-756-5005. We look
      forward to shopping with you again soon. 

    • Initial Complaint

      Date:09/12/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 20591970



      I am rejecting this response because: I am still waiting on a call back from ******** with Bath & Body Works Corporate Customer Care. I do not want the 1-800 Customer Care line to deal with this issue because they were unsuccessful at resolving the issue the several times I reached out to them previously. Please have ******** get in touch with me directly. 


      Thank you,



      ****** ********* cards again. It took me quite a bit of time to hunt down the gift card information in my email, which never should have had to happen if the app was functioning properly in the first place.

      Please assist me in recovering the gift card credit that is owed to me. Thank you!

      Business Response

      Date: 09/18/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are so sorry to hear about the missing gift card
      experience you have shared. We attempted to reach you via phone on three tries
      and via email with no success. Bath & Body Works Customer Care is available
      for direct support between 6a-2a EST, 7 days a week. Please contact us at your
      earliest convenience at 800-756-5005 and we would be happy to support with any
      outstanding concerns. 

      Business Response

      Date: 09/21/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are delighted that you gave us the opportunity to
      understand your gift card and account experience. We are pleased we were
      successful in finding a satisfactory resolution based on your missing gift card
      concerns. For any future inquiries, Bath & Body Works Customer Care is
      available for direct support between 6a-2a EST, 7 days a week at 800-756-5005.
      We look forward to shopping with you again soon. 

      Customer Answer

      Date: 09/22/2023

      [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.

      Thank you,



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

    • Initial Complaint

      Date:09/10/2023

      Type:Product Issues
      Status:
      Answered
      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 bought a candle from bath and body works in Lenox ma within the last month and i was using it today and it blew apart while lit. Luckily it was on my stove and didn’t shatter completely so no fire was started

      Business Response

      Date: 09/15/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are so sorry to hear about the candle experience you
      have shared. We attempted to reach you via phone on three tries and via email
      with no success. Bath & Body Works Customer Care is available for direct
      support between 6a-2a EST, 7 days a week. Please contact us at your earliest
      convenience at 800-756-5005 and we would be happy to support with any
      outstanding concerns. 

    • Initial Complaint

      Date:09/10/2023

      Type:Product Issues
      Status:
      Answered
      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 company doesn’t stand behind their products. I do not have buyers remorse but I bought a candle to treat myself and they are not cheap and it burned half way down and won’t stay lit. I tried bringing back to a store in Moosic Pennsylvania and was told there’s nothing she can do and wouldn’t swap it out. How ridiculous is it to say if it was a little over half way she could do it. Like being told oh your candle is 50% burned but if it was 49% burned I could give you a new one. I just wanted an exchange it won’t stay lit the flames keep going out within seconds

      Business Response

      Date: 09/19/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are so sorry to hear about the candle and exchange
      experience you have shared. We attempted to reach you via phone on three tries
      and via email with no success. Bath & Body Works Customer Care is available
      for direct support between 6a-2a EST, 7 days a week. Please contact us at your
      earliest convenience at 800-756-5005 and we would be happy to support with any
      outstanding concerns. 

    • Initial Complaint

      Date:09/08/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 08/16/2023 I received an email stating that a reward I received (earning points by purchasing items) was due to expired on 08/18/2023. I went to the appt ordered a car freshener and a shower gel (as part of the reward) which was an item value $16.95. The following day I placed another order on which I spent $12.69. I received both emails that my orders were ready for pick up at The Loop location in Kissimmee, Fl 34741. When I arrived to the location I noticed the item I choose as my reward was not in the bag, I asked the associate and she stated that they didnt have that fragance, I told her that it was part of a reward that I wanted to choose another fragance but she said it was not possible and that there was as nothing they can do, that I needed to wait for the reward to show on my account or to call customer service to see if they can assist me. I called a couple of times with no luck on getting my issue resolved just getting the round around. I want the reward I earned with points as It is not my issue the store didnt have the item even though the app shows the item was available. Right now I have another reward which I earned this month, so, don’t try to make it look that is that one.

      Business Response

      Date: 09/14/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are delighted that you gave us the opportunity to
      understand your missing reward experience. We are pleased we were successful in
      finding a satisfactory resolution missing reward concerns. For any future
      inquiries, Bath & Body Works Customer Care is available for direct support
      between 6a-2a EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon. 

    • Initial Complaint

      Date:09/06/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 accept the business's response to resolve this complaint.



      Regards,


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

    • Initial Complaint

      Date:09/05/2023

      Type:Product Issues
      Status:
      Answered
      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.
      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 20560885



      I am rejecting this response because: I have contacted ***** back via phone after receiving an email that they have not been able to get into contact with me. I have received 3 calls from B&BW all of which I tried calling back within 20-30 min of time but there was no answer. After receiving the email ***** provided a direct phone number which I called and received no answer. I left a voicemail stating when I can be reached since it seems I have not been able to get in contact. After receiving this message today I have also replied via email that I can be reached via email if phone is not working out. I expect a response from them sometime soon.



      Regards,



      ******* ****** not honor my price adjustment. After much difficulty I was able to do a return and repurchase but this should have been completely avoidable if they honored their sales and return policy.

      Business Response

      Date: 09/12/2023

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the price adjustment experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works Customer Care is available for direct support between 6a-2a EST, 7 days a week. Please contact us at your earliest convenience at 800-756-5005 and we would be happy to support with any outstanding concerns.

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Bath and body has taken multiple orders from me and continues to hold my money without attempting to smdisclose why or how the will supply the material goods to me. Every time I have placed an order they take the money and then do not refund it.

      Business Response

      Date: 09/12/2023

      Thank you for reaching Bath & Body Works via the
      Better Business Bureau. We are so sorry to hear about the online ordering
      experiences you have shared. We attempted to reach you via phone on three tries
      and via email with no success. Bath & Body Works Customer Care is available
      for direct support between 6a-2a EST, 7 days a week. Please contact us at your
      earliest convenience at 800-756-5005 and we would be happy to support with any
      outstanding concerns. 

    Bath & Body Works is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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