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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

    • 1,121 total complaints in the last 3 years.
    • 365 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:12/31/2022

      Type:Product 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.
      On December 2nd 2022 I visited a Bath and Body work’s location and spent around $120.00. Because I spent so much I received a reward because I’m a member of My Bath and Body rewards on their app. On December 16th 2022 I made an online order for 3 items. One of those items was a body spray that was free because of my rewards. I opted to pick my order up at the store. When I picked up my order the free item was not in the order. The reasoning was it was out of stock. I asked the worker when I would get my reward back and she stated it should only take 48-72 hours for my reward to show back up. It’s December 31st and I still don’t have my reward back. I called and they keep telling me they have no idea when it will go back in my account. It’s unfair to reward you for spending money and then take the reward away. I’d like my reward back. I really like shopping at BBW but I’m really not happy with them right now.

      Business Response

      Date: 01/06/2023

      We are so very sorry
      our customer reward item was cancelled from her order and her reward was not
      replaced. We certainly understand her disappointment and we have noted her
      feedback.

      On 1/4, we added
      1000 points to our customer's My Bath & Body Works Rewards account to
      trigger a new reward to replace the one that was used on the item that
      cancelled from her order.

      We spoke with our customer by phone on 1/6/2022 to ensure we have resolved all
      of her concerns. The customer indicated that she is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

      Customer Answer

      Date: 01/17/2023

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:12/31/2022

      Type:Product 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.
      Over the last 2-3 years I have probably spent over $1000 on your candles without complaint but, the car/auto air fresheners simply do not work. I have bought over a dozen this year or last including fragrance holders for myself and for stocking suffers for family and friends. The air fresheners do nothing but sit and...? They do nothing as directed in vents whether hot or cold air moving through. May I please be refunded for a dozen air fresheners and three holders?

      Business Response

      Date: 01/09/2023

      We are so very sorry
      to hear about our customer's poor experience with our Scentportable products.
      We certainly understand his disappointment and we have noted his feedback.

      On 1/6, as an
      apology for our customer's experience with his Scentportable products, we
      processed a request for a $50 e-Gift Card to be sent to his email within 3-5
      business days.

      We spoke with our customer by email on 1/6/2022 to ensure we have resolved all
      of his concerns. We made an additional attempt to contact our customer by email
      on 1/6, but we were unable to make further contact.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

      Customer Answer

      Date: 01/19/2023

      CASE CLOSED, CARD ISSUED, THANKS!

    • Initial Complaint

      Date:12/31/2022

      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.
      I have joined the bath & body rewards club and have the app. 4 times my information has been changed under my account under my email which is my name *****************@hotmail.com to the same 2 people in the rewards app (*** ******* and ****** *******) 2 times for *** and 2 times for ******. I also on the regular web account have had to change back my information under my email 4 times from *** *******. I have made multiple calls to call center assisting me. It is not a secure website. What is the point in earning purchase rewards if you continually get your account hacked. The thing these 2 women have in common are they both live near the cape girardeau missouri west park mall bath n body location which leafs me to believe there is something fraudulent going on with the rewards accounts in the stores. Both women have been listed by name and I screen shot their info multiple times. They either had to go online n change my account or something was done at store. This is not fair or secure and they have my info too I'm sure since I can see theirs.

      Business Response

      Date: 01/10/2023

      We are so very sorry
      our customer's rewards account information has been updated with customer
      information not belonging to her. We certainly understand her concerns and we
      have noted her feedback.

      On 1/10, we
      escalated this matter to our team that will ensure all of our customer's
      information in the store register system is correct. This should complete
      within 7-10 business days.
      Additionally, as an
      apology for the inconvenience, we have processed a request for a $40 e-Gift
      Card to be sent to her email within 3-5 business days.

      We spoke with our customer by phone on 1/10/2022 to ensure we have resolved all
      of her concerns. The customer indicated that she is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

    • Initial Complaint

      Date:12/30/2022

      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.
      Very rude unprofessional employee hired at bath at body works I called to place an order for candles I recently an email promotional code that offered 20% and free shipping I called to ask why the code didn't work the employee who refuse to give her name told me they didn't have a promotional offer as I questioned her abs asked for a supervisor she told me what I am not going to do is go back and forth with you is there anything else I asked her name she refused I asked for a supervisor she told me i was broke and begging for discount the conversation got extreme heated she called me ******* and she has a career and doesn't have to work etc she continued to provoke me and taunt me boasting how she permanently blocked me from placing orders I will never be able to place a other order and if I did it will be canceled I began to record the conversation which now I regret I didn't record the entire conversation I called back and asked for a supervisor a guy immediately transferred me to ****** who claimed she documented the entire thing and sent it up to be reviewed I truly feel had I been a ********* more would have been done to investigate the employee that took the call and talked to me very unprofessionally she knows she will not face any discipline that's why she did what she did and she knows the call was not recorded so she will never be traced I never threatened or disrespected that employee until she disrespected me the supervisor I told to didn't seem to care and pretend to be in shock about what I explained she got tired of me telling her what happened and disconnect the call bath and body hire low quality staff members that treat customers extremely poorly the agent that I got into an heated exchange with kept saying ******* ******** don't know if that was her name or her supervisor name but after I use this gift card I will not ever shop at bath and body again

    • Initial Complaint

      Date:12/29/2022

      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.
      I usually shop at Bath and Bodyworks stores, but due to severe weather in my area, I decided to try out the online website in order to take advantage of the semi annual sale deals I had added several items to my cart and had some amazing deals on candles and when I decided to check out, I noticed that I was taken to an error page. I first assumed it was my Internet, but quickly realized it was the bath and Bodyworks website failing. I tried several times to check out and pay for my order, but each time I was taken to the same error page. I double checked my payment methods and all else, but everything was fine. since it was early morning, and I had stayed awake to take advantage of these deals I decided to try again tomorrow however, the next day I realized everything I added into my cart has been sold out no surprise there. there were so many things I had waited all year to buy, such as the coconut sandalwood candle and the mahogany teakwood candle at a low price. I also had a gorgeous, three wick floral candleholder that sold out as well. I’m super disappointed in my experience on the website and I think the website needs to be frequently checked so customers can check out without problems and have a fair opportunity to buy the items we waited so long for..

      Business Response

      Date: 01/06/2023

      We are so very sorry our customer has had a less than great experience trying to place her order online. We certainly understand her disappointment and we have shared her experience with our leadership team, and website management team. 

      As an apology for our customer's experience, we processed a request to have a $20 e-Gift Card sent to our customer. The customer has indicated she has already received this gift card.
       
      We spoke with our customer by email on 1/06/2023 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved. 

      When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

    • Initial Complaint

      Date:12/29/2022

      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.
      I used a $10 off coupon plus a gift card that the business canceled. I had to contact them about giving me my gift card back. At the time I also asked them to give me my $10 off coupon back. They told me it would take 72 hours. I went to spin said coupon, and spent half an hour in line. When I got to the front of the line, the coupon didn’t work. That’s after waiting half an hour to speak to a representative because at that point it was a matter of principle. So I contacted them again, and they told me that they would send me a coupon. They did. I just spent an hour in the store picking out my things, and I went to use the coupon and was told that I could not use it. There was no barcode to scan, they said. Then they said that I could place a BOPIS order and use it, which I tried to do but their website didn’t work. Then I contacted customer service for third time, and was told once again that within 72 hours I would have the coupon. I am at the mall now, this makes over two hours I’ve spent trying to use this **** coupon, they absolutely could have price adjusted and they saw that and they didn’t. Cannot stand a business that wastes my time

      Business Response

      Date: 01/09/2023

      We are so very sorry
      our customer's order cancelled and his $10 off coupon was lost, and we did not
      meet our customer service promise when he contacted us for assistance. We
      certainly understand his disappointment and we have shared his experiences with
      our leadership team as coaching opportunities for our agents.

      On 1/9, as an
      apology for our customer's experience, we have processed a request for a $50
      e-Gift Card to be sent to his email within 3-5 business days.

      We spoke with our customer by email on 1/9/2022 to ensure we have resolved all
      of his concerns. The customer indicated that he is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

    • Initial Complaint

      Date:12/29/2022

      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.
      had one the the worst shopping experiences with online shopping and customer service. I purchased 10 of the 3-wick candles on 12/7 during a sale. I spent $112 for candles that took 2 weeks to come. I pulled the tracking info and discovered that FedEx was returning them for damages. I contacted customer service and was told that the candle fragrances that I ordered were out of stock and they could only replace the 1 that is still on stock. It was also explained that I could not do an exchange for other fragrances to substitute. I was also informed that I would have to spend another $112 for candles eventhough I never received my merchandise that I order at the beginning of the month (for christmas gifts) and would also have to pay $15 for expedited shipping! I explained that it was not a not business practice and that I was not the one that damaged them. I just wanted them to make this entire mess to be a positive experience. I also have not received any type of refund for the previous order that was damaged and never received.

      Business Response

      Date: 01/02/2023

      We are so very sorry
      our customer's order was damaged in transit and returned to sender and we did
      not meet our customer service promise when she contacted us for assistance. We
      certainly understand her disappointment and we have forwarded her experiences
      to our leadership team as coaching opportunities.

      Our records show
      that on 12/17, we processed a refund for our customer's full order in the
      amount of $112.88. She should have received a confirmation email within 24
      hours, and the refund was processed onto a new e-Gift Card sent to her email on
      12/18.
      On 12/31, as an
      apology for our customer's experience, we processed a request for a $50 e-Gift
      Card to be sent to her email within 3-5 business days.
      Additionally, on
      12/31, we placed a new order for our customer honoring the sale pricing from
      her original order.

      We spoke with our customer by phone on 12/31/2022 to ensure we have resolved
      all of her concerns. The customer indicated that she is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

    • Initial Complaint

      Date:12/28/2022

      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.
      I love the sales that Bath & Body Works has at the end of the year for the holiday season. On December 14th, I placed order in the amount of $54.56 for body care products that I was going to give as gifts. I received the confirmation email as usual, then later received the stating my items have been shipped. The date for delivery was due a day or two before Christmas. As the delivery date got closer, I tracked the order and tracking number only to find out the delivery date had changed to December 28th – I could deal with that, the bad part was that there was a note stating the order was being returned to sender! Why?! I called and spoke with a young lady who did provide me a refund on my shipping costs but told me to wait until 12/30 to see what was going on with the delivery. On 12/28, when I click on the tracking number, I see that the item has been delivered on 12/28 at 1:56 pm at Dock in Louisville, KY! I live in Chicago! I end up contacting customer service twice only to be given two conflicting responses regarding my order. The first rep tells me, the items are out of stock, and the second rep tells me the items will be shipped to me. I try to give companies the benefit of the doubt because I know things happen, but after this experience, I don’t know if I’ll remain a customer of B&BW because I felt that the representatives didn’t completely understand the issue and they seemed to be frustrated and that came across to me as being a little short-tempered. I'm extremely hurt and frustrated with the customer support I received today. This is not the B&BW I have dealt with in the past.

      Business Response

      Date: 12/30/2022

      We are so very sorry our customer did not receive updates for her order and the package was returned to sender. We did not meet our customer service promise when she contacted our customer care team for assistance. We certainly understand her disappointment and we have shared her experience with our leadership team to coach the associate(s) involved. 

      As an apology for our customer's experience, we processed a replacement order for her honoring the original sales pricing plus a free item. In addition, we have processed a request to have a $40 e-Gift Card sent to our customer. She should expect this e-Gift Card via email within 3-5 business days.  
      We spoke with our customer by phone on 12/30/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved. 

      When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

      Customer Answer

      Date: 01/03/2023

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:12/28/2022

      Type:Product 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.
      On Saturday 12/18/2022, between 10:30 and 12:30, I went in this store to purchase a $50.00 gift card. They took my debit card and the transaction was approved but they were not able to issue me a gift card because there system was having technical issues. They tried several times on multiple registers but still could not issue me a gift card. They assured me my bank account would not be charged but on 12/20/2022 my bank account was charged $50.00 by this store: Bath And Body Works 54, Merchant Category Code ****. I went back to the store last Saturday and spoke to two of the managers about it. They tried to go through their journals but could not find it.

      Business Response

      Date: 12/29/2022

      We are so very sorry
      our customer was charged $50 in error. We certainly understand his
      disappointment and we have noted his feedback.

      Since our records
      show the transaction was not completed, we advised our customer to dispute the
      $50 charge with his financial institution. On 12/29, as an apology for the
      inconvenience, we processed a request for a $50 e-Gift Card to be sent to our
      customer's email within 3-5 business days.

      We spoke with our customer by phone on 12/29/2022 to ensure we have resolved
      all of his concerns. Our customer indicated that he is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

      Customer Answer

      Date: 01/03/2023

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:12/28/2022

      Type:Delivery 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.
      Ordered 350.00 dollars worth of candles on Candle Day Dec2nd 2022 money taken out of my account got an invoice number still no candles as of Dec 27th called customer service got told no order was placed even though the order was placed on their website still no candles and no resolution

      Business Response

      Date: 01/02/2023

      We are so very sorry
      our customer's order was delivered late, and her second order was lost in
      transit. We certainly understand her disappointment and we have noted her
      feedback.

      On 12/31, as an
      apology for our customer's experience, we have processed a request for a $40
      e-Gift Card to be sent to her email within 3-5 business days.
      On 1/2, we processed
      a full refund for our customer's order in the amount of $165.61. She should
      receive a confirmation email for this refund within 24 hours, and the funds
      back to the original form of payment within 3-5 business days.

      We spoke with our customer by phone on 12/31/2022 to ensure we have resolved
      all of her concerns. The customer indicated that she is satisfied with the
      resolution provided and does consider this successfully resolved.

      When customers take
      time to write us, we can improve our service and prevent problems from
      happening in the future. Again, please accept our apologies. We take customer
      service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
      customer.

    Bath & Body Works is NOT a BBB Accredited Business.

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