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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

    • 1,116 total complaints in the last 3 years.
    • 367 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2022

      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.
      I made a purchase on December 2nd and I’ve never received it..I’ve called customer service and the only pathetic answer is we will refund the deliver charge..You took my money and still have not refunded and I was told to call the company you CHOSE to use for delivery which it’s outrageous..I want my money pick as you can’t fulfill the promised delivery.Today is December 19th..Customer service is the worst..

      Business Response

      Date: 12/22/2022

      We are so very sorry our customer's order was not delivered within our promised timeframe 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 coach our associates. 

      On 12/22 we processed a refund for our customer's full order in the amount of $50.53. She should expect to receive a confirmation email within 24 hours, and the funds back to the original form of payment within 3-5 business days. 
      In addition, 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. She should expect to receive this e-Gift Card via email within 3-5 business days. 
       
      We spoke with our customer by phone on 12/22/2022 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:12/19/2022

      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.
      This store cancel part of my order when I did an in-store pickup. I had to place a new order since one of the items were “unavailable”. When I go pick up my order the associate said I know we told we didn't have what you originally ordered because we found it. So, I stated well the only reason i placed the second order because you email and text me saying part of your order was cancel. Instead of exchanging my item because they say didn’t have but had the item in the store. They wanted me me purchase the additional item when i wanted one candle not two. Its like the forcing me to spend more money in order to get what i originally ordered. The store manager then was making snide comments about me and didn’t realize my other family members were standing next to her when she stated this to other employees working that day. This happen on 12/16/2022 afternoon. The manager then proceeds to tell me call customer service and I stated I was doing that any way. The manager was upset because I walked over to her to help the girl at the register because she was new and didn’t even know what to do. I take that as she didn’t want do know work. This business here messes up your order just so they can charge you more money to get what you want. If needed i will contact a lawyer because at this point it’s similar to extortion. I have contacted customer service multiple times and no one was willing to assist me.

      Business Response

      Date: 12/23/2022

      We are so very sorry we did not meet our customer service promise when our customer visited our store on 12/16. We certainly understand her disappointment and we have forwarded her experience to our store's leadership team to be addressed in-store with our associate. 

      On 12/16, as a sincere apology for our customer's experience, we processed a request for a $30 e-Gift Card to be sent to our customer's email. Our records show this e-Gift Card was delivered to our customer's email on 12/17.  
       
      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:12/19/2022

      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 online order with Bath and body works on December 2nd they have charged me for my order but the product has not been shipped. I have called their customer service twice they can not supply a date that I will receive my order and would not let me speak to a supervisor.

      Business Response

      Date: 12/26/2022

      We are so very sorry our customer's order has not been shipped. We certainly understand her disappointment and we have noted her feedback. 

      As an apology for our customer's experience, we have 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 12/23/2022 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. 

      Customer Answer

      Date: 12/31/2022

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

    • Initial Complaint

      Date:12/19/2022

      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.
      The candles I ordered on December 2 are still not here, and it's now December 19. Have tried the live chat support and it is terrible. I was waiting in line indefinitely because there were 400 people ahead of me. You'd think that, given how long it takes to receive your goods, they'd offer free shipping by now.

      Business Response

      Date: 12/22/2022

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

      On 12/22, 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. She should expect this e-Gift Card via email within 3-5 business days. 
       
      We spoke with our customer by phone on 12/22/2022 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

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

    • Initial Complaint

      Date:12/18/2022

      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.
      Placed an order on 12/2/22 “candle day” sale for Bath and Body after waiting my turn online to shop this “big event”. My order for 16 candles was confirmed with an estimated delivery day of 12/7-12/25. Received an email on 12/2 that “items may take longer than usual due to high order volume” then nothing more. Called customer service on 12/14/22 to inquire as to the status of my order and was informed that “the warehouse that my order is coming from is behind on the orders and assured me that currently they were working on fulfilling 12/1/22 orders”. Shipping fee was refunded for my order. Today’s current date is 12/18/22 with Christmas a few days away (majority of order was Christmas gifts) and absolutely no addition information that Bath and Body has any intention to fulfill this order. Huge disappointment in the lack of customer service of this company in fulfilling on online order and appears to be a “bait and trap” sales tactic with no intention of following through to provide the “highly advertised” price. I’m sure that my next email from this company is that the majority of the candles ordered are “no longer available” since now we are 3 weeks out of original order date and order most likely will be altered and cancelled. I want this company to now follow through with the “price offered on the day of this sale that I can walk into a Bath and Body store at the current time and purchase my 16 candles for the price offered and “confirmed” but never fulfilled on 12/2/22.

      Business Response

      Date: 12/29/2022

      We are so very sorry
      our customer's order was delayed due to high order volume. We certainly
      understand her disappointment and we have noted her feedback.

      Our records show
      that our customer's order was sent in two separate shipments that were both
      scanned as delivered by our carrier on 12/28/22.
       
      We made three
      attempts to contact our customer by phone, and once 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.

    • Initial Complaint

      Date:12/18/2022

      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 absolutely love bath and body works. However, today I went to the store located in Sebring Florida and left absolutely saddened and embarrassed. I unknowingly bought a product with the “try me” sticker still in tact. My sister pointed it out to me and I went to the store the same day to TRY to exchange it for the SAME product without the sticker. The cashier was very rude and made me feel so unwelcome and uncomfortable. Time and time again she implied that I stole the product and was trying to get merchandise for free. I attempted several times to show her me receipt but she continuously implied that I was trying to return a stolen item which I most certainly was not trying to do. This encounter left me very embarrassed and disheartened. I shop there all the time and expected much better that being implicated as a thief. I love your company and will shop there again, but please Better train the employees to me more open minded in situations such as this one.

      Business Response

      Date: 12/29/2022

      We are so very sorry
      to hear about our customer's experience in our store. We certainly understand
      her disappointment and we have noted her feedback.

      We made one attempt to contact our customer by phone, which was ringing as
      "busy", and three attempts 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.

    • Initial Complaint

      Date:12/18/2022

      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 recently purchased 24 hand soaps through an online sale using the promo code MERRYDEALS and the company is refusing the honor my order and cancelled it without notifying and is colluding in false advertising of promotional sales

      Business Response

      Date: 01/04/2023

      We are so very sorry our customer did not receive updates for his order and did not receive his replacement order. We certainly understand his disappointment and we have shared his experience with our leadership team and carrier partners. 

      As an apology for our customer's experience, we processed a replacement order for 22 of his 24 original hand soaps, this order is expected to be delivered within 2 business days. In addition, we refunded the customers entire order for his time and experience.  
      We spoke with our customer by phone on 1/04/2023 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: 01/06/2023


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

      this is now resolved 

    • Initial Complaint

      Date:12/18/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company charged my card 2 times for an order. Caused my account to go negative. I do not recommend ordering online as they charge you multiple times. I am a single mother and every dollar affects me. I just want this resolved as I now paid double for 1 order.

      Business Response

      Date: 12/23/2022

      We are so very sorry our customer has received multiple charges for her order and we certainly understand her disappointment. We have shared her experience with our leadership team to follow up. 

      As an apology for our customer's experience, we have processed a 100% refund for her order. She should expect this refund within 3-5 business days, back to the original form of payment. We also sent a request for a $60 e-Gift Card to go to her email due to overdraft concerns when she received the 2 charges. She should expect this e-Gift Card via 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:12/18/2022

      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 with Bath and Bodywork’s on December 2 with the thought that my order would be received between 12/8/22-12/16/22 as that is what they quoted. The 15th I received an email they were behind but I would receive my order by “December 23rd at the latest”. Now it is the 19th and still has not shipped and I’m being told they don’t know when I will receive my Christmas gifts. However, they continued sending email blasts up until the 17th guaranteeing that if you order by the 17th you will receive your order by Christmas Eve. So they can’t fulfill their orders from 2 1/2 weeks prior but are promising people they will receive their items by Christmas if ordered by the 17th? Greed at its finest! Don’t make empty promises just so you can make an extra buck

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer's order has not shipped within our promised timeframe. We certainly understand her disappointment and we have noted her feedback. 

      On 12/21, as an apology for the inconvenience, we processed a refund for 20% off as well as the $6.99 shipping fee on our customer's order. Since our customer's order has not yet shipped, she will see the adjustment reflect on her confirmation email once her order ships. 
      In addition, we have also processed a request for a $20 e-Gift Card to be sent to our customer. This e-Gift Card will be sent via email within 3-5 business days. 
       
      We spoke with our customer by phone on 12/21/2022 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

      BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

      ###-###-####****** ******* ********Bath & Body WorksJan 5, 2023 12:11 PM

    • Initial Complaint

      Date:12/18/2022

      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.
      On 12/10/22, I placed an online order in the amount of $86 for products that were expected to be shipped out by 12/15/22 and to arrive by 12/22/22. Yesterday, I spent over an hour on chat waiting to speak to an agent who assured me the order was processed and ready to be placed with a courier for delivery. I checked over and over yesterday and today and it has never been processed nor shipped. I was assured the order would be expedited by the chat agent; and it never was. As a result, I have to wait to send out my family’s Christmas presents and everything is going to be late - due to the false promises of this company and for such a high dollar amount order. They do not take any consideration whatsoever for their customers otherwise this would have been resolved after the hour spent on chat yesterday.

      Business Response

      Date: 12/23/2022

      We are so very sorry our customers order arrived late 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 an additional 20% and the shipping and handling fee from her order refunded. She should expect this refund within 3-5 business days. We also offered to send a 20% off coupon code to her email for a discount on her next order. This coupon code will arrive via email within 48 hours. 
      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. 

    Bath & Body Works is NOT a BBB Accredited Business.

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