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

  6415 Labeaux Avenue NE Albertville, MN 55301

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

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:12/18/2022

  Type:Customer Service 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.

  Trying to cancel my order as per their policy regarding 30 minutes to cancel. As stated on their policy, you can cancel via Live Chat. While trying that, I waited 30 mins on live chat only to be told to contact their phone services. While trying their phone services, the automated voice recording stated market orders cannot be cancelled via phone. When asked via live chat, they stated "there is nothing they can do".
  
  Horrible customer service, and lack of customer empathy.
  
  Case #*******

  Business Response

  Date: 12/22/2022

  We are so very sorry we were unable to cancel our customer's order and we did not meet our customer service promise when our customer contacted us for assistance. We certainly understand their disappointment and we have shared their experience with our leadership team to coach the associates involved. 
  
  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 our customer. They 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 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. 

  Customer Answer

  Date: 12/27/2022

  [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:12/18/2022

  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 an online order in the amount of $243.55 on 11/21/22 and still hadn't received my order on 12/15/22 so I contacted them via chat and was told they had an issue with the courier so my order was never delivered. Rather than contact me and let me know, they did nothing at all. So now I'm being told that the items I ordered, some are no longer in stock and they refunded me $13 I was upset but I accepted that. But then I got an email only showing that 8 of the 26 items were being reshipped to me so I contacted them again via chat and at that time was told I'm now losing yet more items that are now out of stock and I'll be refunded another $52. I kept telling this person to cancel my entire order and they just kept on as if I'd I never said anything at all. Eventually they tell me my order already shipped out. When I finally mention corporate to them they delete the entire conversation and my call is dropped. Luckily I screen shot everything as it happened. So I then call up there and the lady I spoke with then confirms that my first chat was correct and that only 3 items were out of stock. When I told her about the chat right before I called her, she gave me the corporate email address and phone number to contact about that. I then emailed the corporate office and sent my screen shots and told my story, to which I still have yet to even receive a confirmation email saying they received my complaint. So many women spend so much money there, yet they treat us this way. It's truly disgusting. If they paid attention they'd see that I spend a lot of money there almost monthly. I don't deserve this treatment. Do better and be better. You make too much money off people like me to be acting this unconcerned.

  Business Response

  Date: 12/23/2022

  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 to coach our associates. 
  
  On 12/23, we processed a refund in the amount of $13.98 for a missing item from our customer's order, as well as the $6.99 shipping fee. She should receive a confirmation email for this credit within 24 hours and the funds back to the original form of payment within 7 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 our customer's 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: 12/27/2022

  [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:12/18/2022

  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.

  Online transaction Nov 28 2022
  System malfunctioned
  Called immediately to cancel
  Asked to call back in couple of days
  Called back was told wait till it goes through then we can cancel and refund
  Called back two more times.
  Never received a e-mail, refund, or call.
  Requesting your help.
  DATE PLACED: 11/28/2022
   Total: $14.29

  Business Response

  Date: 12/27/2022

  We are so very sorry
  our customer was unable to cancel her order. We certainly understand her
  disappointment and we have noted her feedback.
  
  On 12/23, as an
  apology for our customer's experience, we processed a request for a $30 e-Gift
  Card to be sent to our customer's email within 3-5 business days.
  On 12/27, we
  processed a full refund for our customer's order in the amount of $14.93. 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.
  
  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: 12/28/2022

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

• Initial Complaint

  Date:12/18/2022

  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.

  Original date of transaction 11/05/22
  Order number ************** Order of wallflower scents and plugs
  
  Order wasn’t received after waiting 3 weeks, and transport history unavailable, so I contacted them by chat on 11/27. The rep said it was lost so she immediately reissued the order but had to refund me for one scent that was no longer in stock. She checked my shipping address and verified all my information.
  Now, to today when I have been waiting another 3 weeks for the order and the transport history shows attempted delivery and then returned to sender. I never have received an attempt or anything. I see an email that says my order was successfully returned and a refund was just issued. I contacted customer service again through chat. I asked what the shipping address was and she said the street name was missing from the address and that was why it was returned. She said I could make another order if I wanted but nothing they could do. I just want my order. And for my troubles and issues she offered no recoupment or resolution other than resending, charging me the original cost. I asked if they would be sending it for free. She said no they don’t do that, and that I had to call to escalate the problem. I called and was on hold for 30 minutes while a man from a different country read through the notes and finally realized the problem I told him at the beginning- that my street was missing. He then asked for my credit card number for shipping. I said no way was I paying to ship an order they messed up twice now. I’ve waited over a month and 1/2 for an order and believe it should be sent to me now at no cost of my own for my troubles of spending hours trying to come to a resolution of a problem I didn’t create.

  Business Response

  Date: 12/23/2022

  We are so very sorry to hear about our customer's experience with her online orders. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/23 we placed a new order for our customer honoring any sales, promotions, or coupons redeemed on her original order. 
  In addition, as an apology for our customer's experience, we processed a request for a $45 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: 12/28/2022

  I accept the business's response to resolve this complaint. They contacted me and were able to help me. 
  

• Initial Complaint

  Date:12/18/2022

  Type:Billing 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.

  On Decmber 9, 2022, I placed an order that cost a total of $50.08. This was during the two day sale in which the items were $4.95 a piece. I put in the wrong email when the order was submitted so I have no way of tracking it. However, the money was not taken out of my account. So, i redid the order on December 15, 2022 during the buy 3 get 3 free sale. This cost me a total of $47.83. However, I noticed when i was charged for this order, I was also charged for the previous order submitted a week prior. I called customer service but they could not resolve the issue. I am concerned that I am being charged for both and will not receive both because I am unable to track the first and because the transaction occurred a week after being placed.

  Business Response

  Date: 12/26/2022

  We are so very sorry our customer did not receive tracking information for his orders. We certainly understand his disappointment and we have noted his feedback. 
  
  Our records show that our customer's order placed on 12/9/22 was scanned as delivered by our carrier on 12/20/22.  
  In addition, our records show that our customer's order placed on 12/15/22 was scanned as delivered by our carrier on 12/22/22. 
  
  We made three attempted 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. 

• Initial Complaint

  Date:12/17/2022

  Type:Billing 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 made a purchase online and authorized a charge of $50.08. Bath & Bodyworks placed an authorization on the funds. Bath & Bodyworks then charged me an additional $50.08 and I haven't received anything after being charged double. I reached out to Bath & Bodyworks customer service. I spoke with an unknown women 1st. She couldn't resolve my issue and transfered me to a gentleman by the name of Devin. Devin informed me that he was going to tell me the exact same thing the previously lady did. I infored him that i didn't need to here it a 2nd time. Devin the cold transfered me to Sofiane who informed me that Devin violated 1 of B&BW policies...no cold transfers. I requested to speak to a supervisor but none were available. I requested a corporate email and he wasn't aware of one. They acknowledged the double charge but did nothing to resolve it. Bath & Bodyworks put blame on my financial institution but i explained that they are NOT affiliated in any way with Bath & Bodyworks. I ordered through the Bath & Bodyworks website, paid to complete the order. I did NOT check any box or sign on any line authorizing bath & bodyworks to receive anymore than the price for order. I only want the double charge refunded...I only placed 1 order and only authorized 1 charge to my account. I'd like to report this as fraud/theft.

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer was charged twice for his online order and we did not meet our customer service promise. We certainly understand his disappointment and we have shared his experiences with our leadership team to coach our assocites. 
  
  On 12/23, as an apology for our customer's experience, we processed a request for a $20 e-Gift Card to be sent to his email within 3-5 business days. 
   
  We spoke with our customer by phone on 12/23/2022 to ensure we have resolved all of his concerns. The customer indicated that he is satisfied with the resolution provided and does consider this successfully resolved. 
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

• Initial Complaint

  Date:12/17/2022

  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.

  This company always has sells and once you place your order online you think your order is being fulfilled since they send you your confirmation email and then a follow up your order is processing email and then a third one. This place has horrible customer service and lies basically to generate sells. THEY CANCEL YOUR ORDER THIS CLOSE TO CHRISTMAS AFTER BEING CONFIRMED THREE TIMES! MY DAUGHTER ASKED FOR ONE THING THIS CHRISTMAS AND AFTER THE SALE POPPED UP I WAS ABLE YO MAKE IT HAPPEN BY PURCHASING 10 items. It seems like anyone who has ordered 10 things on any of crappy sales you people cancel them at the last minute leaving us looking stupid and now not being able to afford or even purchase 10 items at regular price. CUSTOMER SERVICE IS A JOKE AND PRETENDS THEY DONT SEE IT CANCELLED.

  Business Response

  Date: 12/26/2022

  We are so very sorry our customer's order was cancelled due to low inventory and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/26, as an apology for our customer's experience, we have processed a request for a $20 e-Gift Card to be sent to our customer's email within 3-5 business days. 
   
  We spoke with our customer by email on 12/26/2022 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. 

  Customer Answer

  Date: 01/05/2023

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

• Initial Complaint

  Date:12/17/2022

  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 placed an order at bath and body works on the 8th of December but not before checking if the shipping provided would have my products delivered before Christmas. Upon reading their website, it states that it takes 3-7 business days with standard shipping so I proceeded with the order. Almost immediately, I got an order confirmation, along with an estimated delivery date of Dec 14 -21. I was ok with that, until I realized that days had passed and I was unable to get any information on the order. It was as if I was left in the dark. I reached out to find out when will my order be shipped on 12/15 and was told that they are working on orders from 12/7 and mine would be soon. Later that day, I received an email stating that my email is “about to be shipped”, really? Who does that? A true honest business would send an email stating that it has been shipped. Anyway 2 days after getting that email here I am being informed that my order has not yet been shipped. I asked if they had any idea of when my order would be shipped and they were unable to give me an answer, stating that it is the Holidays and they have a backlog. Newsflash, Christmas is not a phenomenon, the rush and the flood of orders should have been anticipated. They are not a new business. Yet they harass me with emails about buying products and getting them before Christmas. How about focusing on current orders and quit being so greedy and deceptive. Here it is 9 days later and no one can tell me anything but insists on making lame excuses about it being the Holidays like it came out of nowhere. My thing is, if you are unable to do such things be forthright and inform customers prior to their order, but this behavior is just downright unacceptable. A classic case of overpromise and under-deliver.

  Business Response

  Date: 12/22/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us for an update on her order. We certainly understand her disappointment and we have shared her experiences with our leadership team who will coach our associates. 
  
  On 12/22, we processed a refund for our customer's $6.99 shipping fee. She should receive a confirmation email for this refund within 24 hours, and the funds back to the original form of payment used on her order within 3-5 business days. 
  In addition, as an apology for our customer's experience, we have processed a request for a $25 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:12/16/2022

  Type:Product 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 placed a order online on December the 4th for soap and a few other gift sets for teachers gift. I needed these gifts before December 16th because that was the last day of school. I called on December the 13th and was told they had a unusual high volume and they apologized. I requested that they cancel the order but they advised me they were unable to cancel any orders I would have to take back to the store once I received it. They offered me a 25 dollars gift card. Later that day (December 13th) I received an email stating my order shipped. Today is December the 16th and my order is still showing awaiting carrier pick up. I called customer service and all they tell me to wait till Monday and call back. I ask for a manager and waited over an hour. She picked up and then the call releases. My kids were unable to take the gifts purchased for teachers gifts. The customer service bath and body works offers is horrible.

  Business Response

  Date: 12/21/2022

  We are so very sorry our customer's order was not delivered within the timeframe she expected, and we did not meet our customer service promise. We certainly understand her disappointment and we have shared her experience with our leadership team to be addressed with our associate. 
  
  On 12/21, as an apology for our customer's experience, we processed a refund for $25 off her order as well as the $6.99 shipping fee. She should expect to receive a confirmation email within 24 hours, and the funds back to the original form of payment used on her order 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. 

• Initial Complaint

  Date:12/16/2022

  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 called the store at Hamilton place mall in Chattanooga Tennessee to complain about not getting my order in time for Christmas (my order says delayed still apparently) they tell me I can come up to the store to pick my order up. I drive 30 minutes out of the way to pick m to order up and the manager tells me I can’t do it after I had already spoken with another manager that told me I could come and get them in store. She was rude the entire time and acted bothered. She told me to cancel my order and buy them again in the store. (The sale price was over at that point as well) I told her the money wouldn’t be on my card right then for me to do that and asked her if I drove up here for no reason. She told me yes! And walked away!!!! I was so mad, and extremely disappointed because my kids really wanted those gifts for Christmas!

  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 pick up her order. 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 $50 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.