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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 198 locations, listed below.

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    Customer Complaints Summary

    • 1,114 total complaints in the last 3 years.
    • 366 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:12/23/2022

      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.
      The cap to the room spray is razor sharp and sliced through my thumb. I'm fine, but want the company to be aware so they can make adjustments.

      Business Response

      Date: 12/30/2022

      We are so very sorry
      to hear about our customer's experience with the lid on her Spiced Apple Toddy
      Concentrated Room Spray. We certainly understand her disappointment and we have
      shared her feedback.

      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.

    • Initial Complaint

      Date:12/22/2022

      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.
      2 of my items arrived by mail destroyed. One was a large candle that was broken and one of the hand soaps was busted open all over my other items.

      Business Response

      Date: 12/28/2022

      We are so very sorry
      our customer received two damaged items in their order. We certainly understand
      their disappointment and we have noted their feedback.

      On 12/27 we
      processed a refund in the amount of $31.13 for the items that arrived damaged
      in our customer's order. Our customer should have received a confirmation email
      within 24 hours, and should expect the funds back to the original form of
      payment used for their order within 7 business days, but up to 30.

      We spoke with our customer by phone on 12/27/2022 to ensure we have resolved
      all of their concerns. The customer indicated that they are 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:12/22/2022

      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.
      On Candle Day (December 2) I placed an order on line at Bath & Body.com. Long story short I wasted hours on hold via phone and via chat, including speaking to about 20 different people and supervisors to just be conveniently disconnected from the conversations over and over again. I was guaranteed several times delivery before Christmas and it is now December 22 and still no candles. I am extremely disappointed in Bath and Bodyworks for being unprofessional, not fulfilling their guaranteed delivery for Christmas and not compensating me for my time and trouble. Now it is December 22 $130 later and no gifts for the people I purchased candles for! And still receiving emails stating order now and get by Christmas. After this I may very well cancel my credit card with them. I would be not surprised if they go out of business within the next few years after reading all the reports made by customers to the Better Business Bureau. Bath & Body needs to do better!

      Business Response

      Date: 12/29/2022

      We are so very sorry
      our customer's order was not delivered before Christmas, and we did not meet
      our customer service promise. We certainly understand her disappointment and we
      have shared her experiences with our leadership team to be addressed.

      On 12/22, we
      processed a full refund for our customer's order; since this was processed
      before our customer's order shipped, she was not charged when her items shipped
      on 12/27 and 12/23. Our records show that our customer's order was split into
      two shipments that were delivered on 12/28 and 12/29.
      Additionally, on
      12/29, as an apology for our customer's experience, we processed a request for
      a $75 e-Gift Card to be sent to her email within 3-5 business days.

      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.

    • Initial Complaint

      Date:12/22/2022

      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 placed an on the app order, during a sale on December 3, 2022. I payed with Apple Pay/l as I always do with all online shopping, and never had an issue, till now. There is absolutely nothing I can do on Apple Pay only on Bbw side. I have reached out several times and nothing has changed. I got a confirmation email with an order number that doesn't exist. My money was taken but my order does not exist? How is that possible? If I look up my order number from my confirmation email with bbw on their website it says error. I log into my account that I know I was logged into during the transaction and there is no history of any transactions, or orders, or no points accumulated on my account. My money was withdrawn from my bank account, but seems nonexistent on bbw. Order number fails, invoice number fails. I don't understand. Then my confirmation email says will be delivered by the 7-16of December, but I cannot locate anything to do with the order. Money is taken, order doesn't exist. No response, live chat queue. Please help. Very disappointing during this time.

      Business Response

      Date: 12/30/2022

      We are so very sorry
      our customer's order was delayed and delivered late. We certainly understand
      her disappointment and we have noted her feedback.

      Our records show
      that our customer's order was scanned as delivered on 12/30/22. As an apology
      for her experience, we 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 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: 01/16/2023

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

    • Initial Complaint

      Date:12/22/2022

      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.
      On 12/20/2022 I placed an order online for pick up at the local store. It has been 48 hours and the order is not ready and with bad weather coming in I will not be able to pick it up. I had hoped to pick it up the next day. I spent 45 minutes on the phone with a rep at the 800 line to cancel my order. I was told they couldn't find my order number so it doesn't exist even though I was looking at my order number on my confirmation email. I was told even though I was charged $68.48 and the money is taken out of my account that my order doesn't exist. How is that possible. After 45 minutes of being put on hold multiple times, choppy conversation they then hung up on me.

      Business Response

      Date: 12/30/2022

      We are so very sorry
      our customer 's order failed to process to fulfillment, and we did not meet our
      customer service promise when she contacted us for assistance. We certainly
      understand her disappointment and we have shared her feedback.

      On 12/30, as an
      apology for our customer's experience, we have processed a request for a $30
      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.

    • Initial Complaint

      Date:12/21/2022

      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 er the last 30 days I have spent over $400 on over 60 products from Bath, and Body works online store in multiple different orders and have received 1. I have contacted customer service numerous times sometimes multiple times throughout the day and have received no help whatsoever. I have only been told that they are still working on orders from December 1st and cannot help me. The products that I ordered are still being sold online. I have now had different dates come and go of when my products should have been to me yet customer service keeps on asking me to wait another week. My credit cards have pending charges and no one is giving me answers and when I have tried to cancel an order they will tell me that I can't and I have to return it to the store. Recently they changed their return policy and it has become an insane headache. This company is promising products by a very specific date and not delivering in that window.

      Business Response

      Date: 12/30/2022

      We are so very sorry
      our customer's order was delayed and a majority of the items in her order were
      cancelled due to low inventory. We certainly understand her disappointment and
      we have noted her feedback.

      On 12/30, we
      processed a full refund for our customer's order in the amount of $17.96. She
      should receive a confirmation email within 24 hours, and the refund back to the
      original form of payment used for her order within 3-5 business days.
      Additionally, as an
      apology for our customer's 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 12/30/2022 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:12/21/2022

      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 placed an order for approximately $140 on 12/02/2022. Its been three weeks and I have not received my items. On 12/19/2020, I was received an email stating that my items shipped. On 12/20/2022, the items were returned to B&BW without any notice to my. I contacted the carrier and they said since the items were damaged B&BW requested that the items be returned to the sender. No one ever reached out to or refunded my money.

      I have called and chatted with BB&W for many hours and have been hunged up on twice by reps.I finally reached someone who apologized and said they would overnight my items and waive shipping. The items have not shipped.

      I purchased those items as Christmas gifts, and it's been three weeks and I have not received anything, and I cannot reach anyone to resolve this issue. Multiple charges have been placed on my card and I have not received what I paid for. I've been a customer supporting this business since the 90s and am a rewards member. After this experience, I will no longer support Bath and Body works. This has been my worst retail experience. I tried to call corporate to no avail.

      Business Response

      Date: 12/29/2022

      We are so very sorry
      our customer's order was returned to sender and we did not meet our customer
      service promise. We certainly understand her disappointment and we have shared
      her experiences with our leadership team as coaching opportunities for our agents.

      On 12/20, we
      processed a reshipment for 6 of our customer's candles, which were scanned as
      delivered on 12/21. Additionally, we processed a refund in the amount of $63.29
      for the candles that were out of stock for reshipment. Our customer should have
      received a confirmation email within 24 hours, and the funds back to the
      original form of payment within 3-5 business days.
      On 12/21, as an
      apology for the inconvenience, we processed a request for a $40 e-Gift Card to
      be sent to our customer's email within 3-5 business days. Our records show it
      was sent to our customer on 12/23.

      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

      Consumer left a message on BBB voice mail on 12/27/22, stating that B&BW reached out to her and resolved her complaint.

    • Initial Complaint

      Date:12/21/2022

      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 was so excited for the biggest sale of the year and bought a ton of candles for Christmas. Everyone in my family loves candles so I made it a point to stay up and be the first in line for the virtual sale. I processed my order on Dec 2nd with an expected delivery date between Dec 7-15th. It’s now Dec 21st, no candles and I have to catch a flight in the morning to go see family empty handed. I’ve even called to fulfill the order with a local store & the store manager only tells me that customer service still has yet to send the order to their store location. After all the money I’ve spent throughout the year, I never expected this experience. This company has now lost a patron of over 10 years.

      Business Response

      Date: 12/29/2022

      We are so very sorry
      our customer did not receive her order. We certainly understand her
      disappointment and we have noted her feedback.

      On 12/29, we
      processed a refund for our customer's full order in the amount of $165.61. She
      should receive a confirmation email within 24 hours, and the funds back to the
      original form of payment used for her order within 3-5 business days, but up to
      30.

      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. A representative called to ensure that everything was handled to my satisfaction. I was able to retrieve the items from a local store location and I’m very pleased with the way the store clerks handled the matter, as well as the online representatives I spoke with.

    • Initial Complaint

      Date:12/21/2022

      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.
      ordered candles on line on 12/02/2022. shipping cost was $6.99. estimated ship date was Wed. 12/07/2022-Thursday 12/15/2022. Total price was $79.72. I called on 12/19/2022 and was told the system was down and my order could no be traced, Called again on 12/21/2022 was on hold for 9min. and the call was disconnected. called back on 12/21/2022 to cancel order and was placed on hold until the call was disconnected.

      Business Response

      Date: 01/02/2023

      We are so very sorry
      our customer's order was delayed 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 a full refund was processed for our customer's order on 12/23. Since this
      request was processed before our customer's order shipped, she was not charged
      when her order shipped on 12/23.
      Additionally, our
      records show that our customer's order was scanned as delivered by our carrier
      on 12/24.

      We made three attempts to contact our customer by phone, and one attempt to
      contact her by email. Regretfully, we were 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.

      Customer Answer

      Date: 01/04/2023



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

    • Initial Complaint

      Date:12/21/2022

      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.
      My issue was resolved thanks to aniyah through chat services but just want to make a huge complain about your agent that was on the phone. I spent a whole hour with him because unprofessional putting me on hold and telling me he couldn't help me at all. I ordered a candle package that never arrived and he was literally of no help. He even cursed at me and threatened me. If you don't believe me go back at check the audio
      My number is ************ i called on dec 21st in the afternoon. I need you guys to do something about this agent and maybe re train him. Sending you an upload of the time I spent on the phone. This is ridiculous don't have sales if you guys cant abide by your promise and not send out orders

      Business Response

      Date: 12/27/2022

      We are so very sorry
      our customer's order was lost 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 our associate.

      On 12/27, 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.

      We spoke with our customer by phone on 12/27/2022 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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