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

  2300 Bernadette Dr # 516 Columbia, MO 65203

• 

  Bath & Body Works

  34 W County Ctr Saint Louis, MO 63131

• 

  Bath and Body Works

  3377 E State St Hermitage, PA 16148

• 

  Bath and Body Works

  2900 E College Ave State College, PA 16801

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:12/21/2022

  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.

  Hi, I placed 2 different orders and both orders were not received. Lasership claimed they delivered them but they did not. I have lived at this address for over 10 years and received hundreds of packages. None have ever claimed to be received but not delivered. I’m self employed and my dog barks every time someone delivers. I also know all of my neighbors so these packages were 1000% not delivered. I’ve had to spend hours on the phone to sort out both of these orders. Most of the candles were sold out and I had to argue with customer service about why I should receive replacement candles for the same price.As of now I’ve received one box with half of the candles through fedex. The candles were not wrapped properly and there was no fragile on box. When I opened the box there was glass everywhere. I have never had so much trouble with orders and I get that things happen but every order? This is just crazy. At this point you have lost a great customer. I would rather do without your products then spend all of this time trying to receive orders I paid for weeks ago and then receive damaged products.
  What are you going to do to retain me as a customer? At this point I’m super unhappy.

  Business Response

  Date: 12/30/2022

  We are so very sorry
  our customer's order arrived damaged. We certainly understand her
  disappointment and we have noted her feedback.
  
  On 12/16, we
  processed a refund in the amount of $54.59 for items that were unavailable for
  re-shipment. Our customer 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.
  On 12/16, we
  processed a reshipment for 5 items from our customer's order, which were
  scanned as delivered on 12/20.
  On 12/20, we
  processed an additional reshipment for 1 item from our customer's order, which
  was scanned as delivered on 12/22.
  
  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.

• Initial Complaint

  Date:12/21/2022

  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 put in an order on December 3rd and received confirmation. Shipping time was estimated between 2 to 7 business days which was well ahead of the holiday.
  
  As of now, December 21, I have yet to receive my order. I have reached out 5+ times and been told my order has been delivered, to wait two more days, etc. but shipping was never updated and I never received the package despite checking daily. I also signed up for package text alerts and never received one. I am waiting for a confirmation email for the reshipped order but likely will not receive this by the upcoming holiday. Having ordered over 20 days ago and with the site still advertising that there is time to receive orders before the holiday this week, this is extremely frustrating. This has been a terrible customer service experience, with the chat being down several times and receiving different information from people on the phones vs chat which should not be the case. The representative on the phones was also incredibly rude and consistently cut me off before I could even provide information (even trying to start stating my tracking number before I could which he didn’t even have access to—it was bizarre). I’ve loved this company but am really disappointed

  Business Response

  Date: 01/02/2023

  We are so very sorry our customer did not receive updates for her order 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 100% refund on her order, which will return to the original form of payment within 3-5 business days. We also advised she keep the 2 of her 5 candles that did arrive. In addition, we offered to place a new order with her, honoring the original sales pricing, plus an additional 20% off and free shipping for her inconvenience. Customer accepted offer, and new order was placed.
   
  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:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered three different orders totalling around $260 or so, I wasn't in a rush to get them but upon delivery the bottles had zero protection at all.. some of the spray caps came off and it only had one layer of bubble wrap UNDERNEATH the bottles, which gives no protection at all. This makes me feel extremely disappointed in ordering online from Bath & Body Works as I really expected more care to my orders.  I cannot find the third order # anywhere upon checking both my emails, but it was to the same address and was for around $50.
  
  This makes me hesitant to even shop in store after seeing how my items were delivered. :/

  Business Response

  Date: 12/29/2022

  We are so very sorry
  our customer's orders arrived damaged. We certainly understand her
  disappointment and we have noted her feedback.
  
  On 12/28, we
  processed full refunds for all three of our customer's orders. She should have
  received 3 separate confirmation emails within 24 hours, and should expect each
  credit back to the original form of payment used for her orders within 3-5
  business days.
  Additionally, as an
  apology for our customer's experience, we processed a request for a $25 e-Gift
  Card to be sent to her email within 3-5 business days.
   
  We were able to make
  contact with our customer by email on 12/28, but we were unable to make further
  contact to confirm whether our customer considers this matter 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:Customer Service 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.

  How do you drop the ball and not deliver the goods and then tell a customer that they cannot cancel?!!!! This is robbery. Your supervisor ***** in customer service sucks!!!! I will NEVER patronize a company who holds myMoney until you get your crap straight. Then you wanna send $30 gift card.. No!!!!! Give me my money . I don’t and won’t want anything from this company ever again!!!!!!!

  Business Response

  Date: 12/27/2022

  We are so very sorry
  we did not meet our customer service promise when our customer contacted us to
  cancel her order. We certainly understand her disappointment and we have shared
  her experience with our leadership team to address with our associate.
  
  Our records show
  that on 12/20/22, we were able to successfully cancel our customer's
  order.
   
  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.

• Initial Complaint

  Date:12/20/2022

  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 made two online orders from here. It was during candle day, I made a purchase on 12/2 and 12/3. Spent about $38 for each order. (6 candles= $79). The first order said delivered but I checked and never received it. I waited in line for customer service but it took forever so i decided to call. I called and explained the situation on how I never received the package. The person put me on hold but then hung up. I waited on the phone for 8+ minutes for an answer and when i finally get one they wont assist me. So I decided to wait in line on the online service again and got someone to assist me. I explained that the address I sent it to sometimes can be hard for delivery people to find which is why I asked if it can be sent to an alternative address instead since they stated they can send out another set of candles again. They have also to claim that they will refund me the money since some of the candles I chose were out of stock. I agreed. So I was refunded only $21. When ai have paid $38 for 3 candles. I have now checked my bank account today and I am now charged again $21 on my account with no awareness this would happen. So basically I got charged $79 for both online orders INCLUDING the $21 making a total of $100. Mind you, I have only received 3 candles so far. The situation is ridiculous because I thought it was already resolved, so what was the point of telling me I was going to get refunded for this when I got charged again after the “refund”. I am sick of calling and waiting and waiting in line for customer service online. I won’t even get the rest of the candles on time for Christmas when I initially made the order on 12/2-12/3. Now my credit card account is charged $100 and this will also affect my credit score as I was not aware this charge will be happening.

  Business Response

  Date: 12/27/2022

  We are so very sorry our customer did not receive her order and was overcharged. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/27, we processed a full refund for our customer's order in the amount of $17.57. 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. 
  

  Additionally. we placed a new order for a replacement candle honoring the original pricing from her order and free shipping. 
   
  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. 

• Initial Complaint

  Date:12/20/2022

  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 placed an online order on 11/20 for $94.37. The original order never arrived so I contacted Bath & body works customer service. They offered to send me a replacement shipment but were unable to resend all of the items from my original order due to stock so I was partially refunded for the items they were unable to reship. On 12/19 I returned 5 items from my replacement order (which I paid for on my initial order that didn’t arrive) to a Bath and Body works store and after I got home I noticed there was an email from Bath & Body works stating they had received my return and I was going to be credited $0. I attempted to contact customer service through chat on 12/20 and after explaining the situation to a very rude customer service representative named *******, she closed the chat without resolving my issue. I am seeking a refund of $20.90 + tax for the 5 items I returned to a Bath and Body works store on 12/19 from my original order #**************.

  Business Response

  Date: 12/28/2022

  We are so very sorry
  our customer was not refunded for his online return in-store 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 experience with
  our leadership team to coach our associate.
  
  On 12/24, we
  processed a refund in the amount of $21.83 for the items that our customer
  returned in-store that were not refunded. He 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 12/28, we
  processed an additional refund in the amount of $3.24 for an item that was not
  refunded on the initial credit. He should expect a confirmation email within 24
  hours, and the funds back to the original form of payment within 3-5 business
  days.
  Additionally, as an
  apology for our customer's experience, we processed a request for a $25 e-Gift
  Card to be sent to our customer's email within 3-5 business days.
  
  We spoke with our customer by email on 12/28/2022 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.

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

• Initial Complaint

  Date:12/20/2022

  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.

  This concern occurred on an online order that I placed December 2, 2022. I placed and order for 10 candles during the $10 candle sale. Laser delivered my candles to the rental office about 7:00 a.m. before the office was opened. The office no longer takes packages there. Usually packages are delivered to residents’ front door. When I called Bath & Bodywork’s over the phone, I was told that 3 of my candles were no longer in stock and could not be back ordered but my remaining 6 candles will be redelivered. Five days went by and I notice that I had not received an email displaying that my order was redelivered. I called the customer service number and was told by the representative that my order was placed but, I should call back the upcoming Monday to get the tracking information. I called back on Tuesday at about 4:15 p.m. ( today to be exact). I waited for 20 minutes for someone to pickup the phone. Finally when the music stopped and someone picked up the representative would not speak. I stay in silence for about 10 mins and the representative finally spoke but hung up as soon as introduced myself. I called back for about 5 hours before someone called me back. During the 5 hours I was being hung up in over and over again. When an agent by the name Tracy started looking through my account notes and stated that no one actually sent my order out. She then proceeded to tell me that 4 more candles were no longer in stock and I would have to settle for 2 candles out of my 10 candle purchase. When I asked to speak to a manager Tracy placed me on multiple long holds. Each time she would come back to check on me, she said everything and before I was able to get a word in, placed me on another extremely long hold.

  Business Response

  Date: 12/24/2022

  We are so very sorry our customer did not receive 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 shared her experiences with our leadership team as coaching opportunities for our associates. 
  
  On 12/23, we processed a full refund for our customer's order in the amount of $103.54. She should have received a confirmation email for this credit and should expect the funds back to the original form of payment within 3-5 business days. 
  In addition, we placed a new order for our customer honoring the promotional pricing she received on her original order.  
  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 12/23/2022 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:12/20/2022

  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.

  I purchased six candles at their annual candle day sale (spending $71) on 12/2/2022. The items were purchased online and I was told the items would arrive between 12/8-12/15. It is now 12/20 and the items have yet to be shipped. I reached out to customer service and they pretty much told me there was nothing they could do and they were working on it. These items were Christmas gifts I had planned to give on 12/18. It appears from the the business Facebook comments and Twitter comments this is happening to almost all customers. And the customers who are receiving their packages are receiving them broken.

  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.
  
  Our records show
  that our customer's order was returned to sender and a full refund was
  processed for her order on 12/23. She should have received a confirmation email
  for this credit within 24 hours and the credit back to the original form of
  payment used for her order within 3-5 business days.
  On 12/28, 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, our
  customer contacted our live chat team on 12/28, and we processed a replacement
  order honoring any sales, promotions, or offers redeemed on her original order.
  
  We were able to make contact with our customer by email on 12/28, but we were
  unable to make further contact to confirm whether our customer considers this
  matter 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:12/20/2022

  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 ordered candles from Bath and Body Works on Dec. 2, 2022. To date, the candles have not been delivered and when I contacted them they said they don’t have an estimated ship or arrival date. Yet every day, I get another email from them advertising candles. How can they be allowed to solicit business for more candles when they can’t even fill the orders they have? This is not right and they should be help accountable.

  Business Response

  Date: 12/26/2022

  We are so very sorry our customer's order has been delayed and has not yet shipped. We certainly understand her disappointment and we have shared her feedback. 
  
  Our records show that on 12/21, our customer's order was fully refunded in the amount of $71.36. Once our customer's order ships, she will not be charged for this order, and she is welcome to keep her order at no cost to her. 
  In addition, on 12/26, as an apology for our customer's experience, we have processed a request for a $125 e-Gift Card to be sent to her email within 3-5 business days. 
   
  We spoke with our customer by phone on 12/26/2022 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:12/20/2022

  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 ordered items from bath and body works and was told that it would be delivered. Lasership handled the package and said my my order was delivered. That is not true I was home all day and I didn’t receive my order. I’m not looking for my money back I would just like my items delivered to my apartment door. Lasership said I signed for the package but they never brought my items or anything to sign.

  Business Response

  Date: 01/06/2023

  We are so very sorry our customer did not receive her order. We certainly understand her disappointment and we have shared her experience with our leadership team, and carrier partners. 
  
  Our records show that our customers order was replaced with 2 business day shipping on 1/05/23, she should expect this order to arrive no later than Tuesday, January 10th.
  
  We made three additional attempts to contact our customer by phone, and once by email. 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.

  Customer Answer

  Date: 01/13/2023

  Thank you for all of your help  I finally received my package from bath and body works today , thankGos also to the fed ex guy who went the extra mile to check to see my location, bath and body works had my address as a pizza place, I am great full, any orders through bath and body I will go to my local store,