Complaints

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

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• 

  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  555 Broadway Chula Vista, CA 91910-5339

• 

  Bath & Body Works

  3451 Harry S. Truman Blvd Saint Charles, MO 63301

• 

  Bath and Body Works

  6415 Labeaux Avenue NE Albertville, MN 55301

• 

  Bath & Body Works

  8390 Tamarack Vlg Ste 506 Saint Paul, MN 55125

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:12/27/2022

  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 December 2nd, 2022 B&BW had their annual 3 wick candle sale for $9.95. I purchased 5 of them. By 12/15/2022 I had yet to receive them even though I got an email saying the order was processed and is being worked on. These were Christmas gifts. I got online and was told in a chat that the warehouse was behind and I should expect my delivery 12/23/2022. It is now 12/27/2022 and I have yet to get anything. HOWEVER, I did receive an email last night that part of the order was cancelled and the rest had finally shipped. EVEN though I was told previously that they were already shipped (all of them). I get on today to talk to someone named Kay and they told me there was an over abundance of orders for the 2 candles I ordered and therefore had to cancel my order. When I went online on Dec 2nd they were still in stock, I was able to purchase them. But because they were behind and filled OTHER orders....I get the shaft and my order gets cancelled....that's ridiculous. This Kay person tells me they will honor the sale and waive the shipping if i want to buy 2 new ones...and then proceeded to send me a "promotional" code for $10 off if I spend $30...are you kidding me? I want my 2 candles and I feel like B&BW should send me them for free because it was THEIR ERROR!!! If they weren't going to have enough they should have put them 'out of stock' on their website during the orders!

  Business Response

  Date: 12/30/2022

  We are so very sorry
  two of our customer's candles were cancelled from her order due to low
  inventory after she had already been told they had shipped. We certainly
  understand her disappointment and we have noted her feedback.
  
  On 12/30, as an
  apology for our customer's experience, we have processed a request for a $100
  e-Gift Card to be sent to her 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:12/26/2022

  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 attempted to get this issue rectified through bath and body works multiple times. I’ve been hung up on and promised calls back from supervisors to no avail. Online order $25.35. Still have not received my items and no refund has been given either.

  Business Response

  Date: 12/29/2022

  We are so very sorry our customer did not receive her order or refund and 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 request to have a $60 e-Gift Card sent to our customer. She should expect this e-Gift Card via email within 3-5 business days. This gift card is to cover the amount of her refund, since the original form of payment has been closed, and includes an additional $30 for her experience.
   
  We spoke with our customer by phone on 12/29/2022 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:12/26/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on 12/5/2022 for items I planned on using as Christmas gifts. I received the email that my order was received and I received an email on 12/12/2022that the order was shipped. The shipping information when I ordered said that shipping was 7-10 business days. I still have not received what I ordered and I continue to track the shipping thru Fedex and it continue to state awaiting carrier pickup. I tried to cancel the order and I am told that it is too far past the order date. I also found on the website that the item I have ordered is no longer in stock. I am extremely disappointed and just want my order cancelled and my money back. It is the day after Christmas and I have already had to purchase other gifts because of this.

  Business Response

  Date: 01/02/2023

  We are so very sorry our customer did not receive her order and she was not able to use the products for their intended gifting purpose. We certainly understand her disappointment and we have shared her experience with our leadership team and carrier partners.
  
  As an apology for our customer's experience, we processed a 100% refund for her lost order, which will return to the original form of payment within 3-5 business days. In addition, we processed a request to have a $50 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 1/02/2023 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.

  Customer Answer

  Date: 01/08/2023

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

• Initial Complaint

  Date:12/26/2022

  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.

  Placed an order on Dec 2, 2022. Order was supposed to be delivered by Dec 15th, plenty of time for Christmas. Called spoke to customer service was told issue with the warehouse. Called customer service again Dec 20 th spoke to a customer service rep then a supervisor, was told the 3rd party they use for shipping label machine was broken asked if they could ship to a different address and was told order was shipped and would arrive by Dec 23rd. I spent 2 hours total of my time on hood waiting for resolution. Didn’t receive my order but I know several people who placed online order after me and they received their order. Still haven’t received my order, called today Dec 26th spoke with Albert who advised my order was still at the warehouse. REALLY!! This order was Christmas gifts and I was lied too and the supervisor could’ve updated the address and I most likely would’ve received the order on Dec 23. Very disappointed in Bath and Body Works

  Business Response

  Date: 01/02/2023

  We are so very sorry
  our customer's order was delayed and lost in transit, 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.
  
  On 12/31, we
  processed a refund for our customer's shipping fee in the amount of $7.44. She
  should have received a confirmation email within 24 hours, and the funds back
  to the original form of payment within 7 business days, but up to 30 business
  days.
  Additionally, as an
  apology for our customer's experience, we processed a request for a $100 e-Gift
  Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by email 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:12/26/2022

  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 am unhappy with my recent purchase and experience with bathandbodyworks.com due to never receiving an item that was ordered, lack of detailed receipt on purchase, and poor customer service experience thereafter. On 11/29/22 I placed an order via the bath and body works mobile app for 10 items. Most of the items were discounted already due to a sale that was being promoted. I used a reward promo code from my mobile app to receive a free item (up to $16 I believe) when I spend so much money. The order (no. ************) was placed on 11/29/22 for $51.89 paid via ******. I received the order on 12/7/22. The package I received contained 9 of the 10 items that I ordered. The Dogwood Pedestal candle holder (item no. *********, originally $15.95) was not received. This item was also the free item I ordered with my promo code. I contacted customer service by phone at ###-###-#### on 12/7/22 to request the item be shipped. The representative was nice, but kept placing me on hold for most of the call. The hold experience was unsatisfactory as there was just complete silence from the other line and hold times greater than 10 minutes. The representative said he has placed the order for the Dogwood Pedestal to be sent to me and that I would receive an email with the tracking number when it ships. There was no other confirmation number he could give me. I never received an email with tracking info nor have I yet to receive the item. I called again on 12/26/22 to request the status of my item. After very long holding times, the representative said that the item is out of stock and there is no refund to be issued. I requested to speak to a supervisor and after placing me on hold again the call hung up. I am not satisfied with being promised a free item for spending XX money and never receiving the item. I am also unsatisfied with the lack of detailed billing. I cannot find any record on my receipts for exact discounts on the items or the details of the promo code I used.

  Business Response

  Date: 12/28/2022

  We are so very sorry
  our customer was missing the Dogwood Pedestal candle holder from her order, 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 for our
  agents.
  
  On 12/28, we added
  2,000 points to our customer's rewards account to replace the rewards that were
  redeemed on the items that were missing from her order.
  Additionally, as an
  apology for her experience, we have processed a request for a $50 e-Gift Card
  to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 12/28/2022 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: 12/29/2022

  [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. I was contacted by the business on 12/28/2022 about my complaint. I received an apology and was told that my reward for a free item would be restored as the item I ordered is out of stock. Further, and very generously, the business offered to give me an additional reward for the trouble and a $50 gift card. I have received the 2 rewards but not yet the gift card. I am satisfied with the resolution and appreciate the time the business took to correct the situation. 
  

  Regards,
  
  ******* *********

• Initial Complaint

  Date:12/26/2022

  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.

  Placed an order on 12/1/22 ($199.12) during the Candle Day sale. My order arrived( 12/13/22) through Lasership both Tracking numbers are being marked as delivered. (*************** *** ***************)
  - ***************: Had 1 one candle inside ( Wildberry spritzer)
  - ***************: The invoice and order inside belonged to someone else. (************ is THEIR order #)
  Both boxes had my correct information and tracking number on the shipping label outside of the box. I have been on the phone or via CS chat every day from 12/13/22 to 12/16/22 trying to rectify the situation. Every day I was told something different. 12/13 & 12/14 I was told that they would reship my order and to be on the lookout for an email confirming my reshipment order. Email never received. 12/15 CS rep informed me that some of the candles were now out of stock. That is when I asked for a refund. CS rep told me that for some reason it will not allow my Refund to go through I was then transferred to a manager . She stated that she would refund me the full amount and that I was good to go, just watch for an email confirming the refund. 12/16 AM: email was never received CS rep informed me that it had not been put through and that they would put it in manually. 12/16 PM: Again, no email was received. The last time I spoke with CS rep informed me that I would hear from upper management/Corporate within 48hrs about a decision on if my refund would be approved or not. I am missing 17 candles still, and have not heard anything further from BBW about issues with my order.
  I have offered to send in pictures as proof of what I have. To which they declined. All they keep saying is well it says both of your packages have been delivered. And the picture that the delivery service uploaded for proof of delivery shows two boxes. Yes, two small boxes. I have never experienced any issues with online ordering until now, and I will not be ordering online again from this company.

  Business Response

  Date: 01/02/2023

  We are so very sorry
  our customer did not receive her full order, 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.
  
  On 12/24, we
  processed a full refund for our customer's order in the amount of $199.12. She
  should have received a confirmation email for this refund and the credit back
  to the original form of payment used for her order within 3-5 business days.
  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 our customer's email within 3-5 business days.
  Additionally, we are
  happy to replace our customer's order honoring any sales, promotions, or coupon
  offers that were originally redeemed at any time that is convenience for her!
  
  We spoke with our customer by email 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.

  Customer Answer

  Date: 01/05/2023

  [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.
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/25/2022

  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.

  Order was placed online on 11/25/22 for 38 items, with an order number. On 12/8/22 my order was delivered to the wrong address in another state entirely. The delivery photo was a location that had snow on the porch it was delivered to, and my address has seen no snow to date. I contacted Customer Service via their 800 number and was advised the order would be reshipped to me at no charge. When this order was delivered it only contained half of my order. I again contacted customer service who advised me that the original customer service rep had made a mistake and not "included the second page" of my order in the reshipment. And per their customer service policy it could not be reshipped again as the system "would not allow it". I asked to speak with a supervisor, who promptly refused to speak with me at all costs, I was informed that the supervisor's name was John W. Mr. W offered to reship my order at my expense, meaning I would have to pay for the entire order again in order to receive the half that was missing. I, of course, refused to do so. After several back and forth attempts between the customer service rep and this "supervisor" I was offered free shipping on the replacement order, a gift card for less than the value of my missing order, and express shipping if I placed the order again, and paid full price for it. All of which I said no to. I demanded to speak with a supervisor at this point, I received a phone call from someone named "Randy" to whom I explained the situation. I was promised that I would receive my order via express shipping at no cost. I was also informed I would receive an email confirmation and my order within 2 business days. This of course never happened and after a week, I contacted "Randy" again via phone at 937-815-0251.and left another voicemail. Another call and voicemail was left on 12/14/22. These calls have to date remained unreturned.

  Business Response

  Date: 01/02/2023

  We are so very sorry our customer did not receive her order and only received a partial replacement order. 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 100% refund on her order. She should receive this refund of $88.16, back to the original form of payment, within 3-5 business days. In addition, we requested to have a $100 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 1/02/2023 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:12/25/2022

  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.

  Ordered from the candle sale 12/2. Never shipped. $80 in Christmas gifts. I kept getting emails
  Oh well eventually ship.
  Never did. On 12/20 it was clear they had no intention of shipping . I called to request a cancellation of my order and a refund.
  Was on hold 2 hours. Person finally answered. Said they couldn’t cancel because it was with shipping. I said I don’t care just cancel there is no way it will arrive. She simply said no and hung up.
  Next day email said they aren’t shipping until maybe 12/30. Here we are at Christmas.
  I have neither the items I ordered or my money.
  I’ve tried several times to get them in the phone but no success.
  
  Customer service is atrocious.
  
  Would NEVER buy from bath and body works again. Total Scam. They don’t ship your items and don’t refund and don’t care

  Business Response

  Date: 01/09/2023

  We are so very sorry our customers order did not deliver within the promised time frame, and 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. 

  Our records show that our customer's order placed on 12/2/22 was scanned as delivered by our carrier on 12/28/22. The customer was also fully refunded for her order, by our customer service team on 12/26/2022. In addition, we spoke with our customer via email on 1/03/2023, and processed a $100 e-Gift Card request, which was sent on 1/04/2023. 
  
  We made two additional attempts to contact our customer by email, to ensure she received her gift card. We were unfortunately unable to make contact with our customer. 
  
  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:12/23/2022

  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 have been shopping in person with Bath and body Works for over 20 years. Before they had a decent return policy or you can return items even if they had been slightly used, I understand that you cannot return candles that have been more than half used at this point. In August, I decided to buy 12 candles as well as various other items, and spent a lot of money. I noticed last week that six of these 12 candles I hadn’t used more than once smelling them again I decided I didn’t like the smell of these candles these candles had barely been used
  i spent a total of $159 on these candles each priced at 26.50. I went into the bath and body works in the beverly center to return the candles. I was throughouly embarrassed and ashamed walking out after being accused of attempting to return used candles and the worker was very rude stating in their policies you cannot return used candles. I insisted that these had been used once only and even showed the proof by lifting the lids but in front of a huge line she embarrassed me and said we could not help and mentioned it had also been well over 30 days but in the past i’ve returned past 30 days and just got some credit instead. Then she basically accused me that i could have stolen the candles saying a lot of people who don’t have the receipt we don’t know they could’ve stole and the tone of her voice was condescending i feel as if everyone in line must’ve thought i was a thief?? I’m so disappointed and humiliated in this experience in the end i threw the candles out because i felt horrible about everything. i’m out $160 i wasn’t going to post on this website but after thrunking about it i’m really hurt by the experience especially after supporting BBW for so long… not sure i’ll be returning for the SAS.

  Business Response

  Date: 12/29/2022

  We are so very sorry
  we did not meet our customer service promise when our customer visited our
  store to exchange her candles. We certainly understand her disappointment and
  we have shared her experience with our store's leadership team to address with
  our associate.
  
  On 12/29, as an
  apology for our customer's experience, we processed a request for a $150 e-Gift
  Card to be sent to our customer's email within 3-5 business days.
  
  We spoke with our customer by email on 12/29/2022 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:12/23/2022

  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.

  On 12/12/22 I purchased online from BBW 4 candles under the promotion B1G1 free. On my receipt that I attached it shows 2 candles with a price and 2 candles for free. On 12/22/22, the day I was supposed to receive my order, the candles had not been shipped and I received an email that said they canceled a candle and refunded me for 1/2 the cost of the candle. The item canceled by BBW was Cinnamon and Clove Buds candle that show on my receipt that I paid $26.50 plus tax. They refunded me $13.38 plus tax. I chatted with customer service on 12/23/22 and Emanuel said "When purchasing a Buy Items, Get Items Free promotion, your store receipt or invoice will show the unit price of each item pro-rated to reflect the promotion. This is to make it easier if you need to return or exchange your products. For example, if the promotion was Buy 1 Item, Get 1 Free, both products would show a 50% discount." They would not refund the full price even though BBW changed the price after I paid and checked out and my receipt shows a different price. I don't believe companies should be able to change prices on items after you order. I would like a full refund of the $26.50 plus tax. Transcript and receipts attached.

  Business Response

  Date: 01/02/2023

  We are so very sorry
  our customer's candle was cancelled from her order and there was a discrepancy
  in the amount of the refund issued. We certainly understand her disappointment
  and we have noted her feedback.
  
  On 12/28, we
  processed a refund in the amount of $7.52 for the shipping fee from her order
  and any applicable tax. Our customer should have received a confirmation email
  within 24 hours, and should expect the refund back to the original form of
  payment within 7 business days, but up to 30.
  Our records show
  that our customer's order was scanned as delivered by our carrier on 12/22.
  On 1/2, we processed
  a refund in the amount of $13.84 to cover the difference in pricing from what
  she was originally refunded for her candle. She should receive an additional
  confirmation email for this credit within 24 hours, and the refund to the original
  form of payment within 7 business days, but up to 30.
  
  We spoke with our customer by email on 1/2/2022 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.