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:12/16/2022

  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 had 14 candles I wanted to exchange that I purchased a few months ago. I originally got a little more 20, but I liked a couple. The others I didn't care for those scents at all. I did use one except I decided to gift that one to someone else, and swap the rest at the store. I bought these candles in early September at the store, and was guaranteed that, if for some reason I didn't like them, I could even exchange them for any other candles. Well, I tried to swap them out, and was told I could not since new policies were implemented after my purchase. Apparently, you can only exchange $250 worth every 90 days. For as long as I could remember, new items were given a 100% Happiness Guarantee! That is suddenly not the case any longer. I bought the candles before this policy even began. I feel like the store must have lied to me. Wouldn't they have known it was literally just about to change?! Why wouldn't they tell me this information rather than promising something they knew I couldn't do? I feel like I was used for a sale, and I'm really disappointed. These candles aren't cheap at all. They were about $16.50 each on a 10 off sale. You'd think because I got them before this policy started, I would be able to swap for something I truly loved rather than will be forced to give away. This is literally no different than if I just lost 200 in their parking lot. I just started college this year, and 200 is a lot for me to just give away.

  Business Response

  Date: 12/23/2022

  We are so very sorry to hear about our customer's experience with our updated return and exchange policy. 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 $300 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 12/23/2022 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:12/16/2022

  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 did a return into Bath & Body Works on 12/6/2022 around 6:00 pm I did a return for an online order that I placed back in September and one that I did in July. From what I thought my return was done successfully until I got home only to receive one email for a refund. My refund from my order in July was credited back to my account, but unfortunately my order from September was not showing pending for return or anything else. It actually has not shown anything. So I went back to the store which was an inconvenience, but I had to speak with a manager about what had transpired. If the manager Tracey ha not found my items that I had returned the previous day. I would have been SOL. Well at least that's what they would have thought because they have surveillance. The manager had to tell customer care what I returned so that they would give me my refund. Well after speaking with customer care for 3 more times I still don't have my refund. They said that they can not do returns after 90 days, but the return they credited was from July. iF that is your store policy everyone in the store should know that. And the manager Tracey and assist manager Michelle could have cared les because she told me to wait until customer care calls me back and that the most she could do was give me 25% off if I purchased something. Like why would I purchase something when Ya'll pretty much have my money and products. So why would I buy anything lady. then she went on to say that it was only still there because they have not threw out their non sellable items. Well they was brand new still in package and very sellable unless she's keeping it. How ever they have my 28 double pack wallflowers and my money. My order is the missing refund order, but they returned my other order which was ordered in July just fine. I have enclosed both orders that I returned, so that is not true that an order over 90 days can not be processed. I'm going to contact PayPal and reverse the entire transaction if they don't hurry and resolve this.

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer's return was not processed correctly and we did not meet our customer service promise when she visited our store for assistance We certainly understand her disappointment and we have forwarded her experience to our store's leadership team to be addressed in-store with our associates. 
  
  On 12/20, we processed a request for a $180 e-Gift Card to be sent to our customer to resolve her order concerns. Our records show this e-Gift Card was delivered to our customer's email on 12/20. 
  On 12/23, we processed a request for both an offer of 20% her next online order and an offer of free shipping on her next $40 order to be sent to her email within 24-48 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. 

• Initial Complaint

  Date:12/16/2022

  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 have been a customer for years. I have bought loads of products, including Christmas gifts for family and friends, i normally buy in the stores.
  I ordered 3 candles during the annual sale. My order number was ***************.
  On 12/15 I received a single candle.
  I did the online chat and was told I would receive the other 2 by 12/20. The assistant did not seem to know what they were doing so in caution I called Customer Service. After a 20 minute hold I was told I would not get the other 2 before 12/30. I informed the representative I did not want any of my order. These were all Christmas gifts. She told me she would cancel the entire order, refund me the entire amount, and send me a gift card. She said there was no reason to return the 1 candle I had received.
  Today, an email from Bath and Body informs me I have only canceled and been refunded the 2 candles I did not receive, and have been charged almost $20, for the 1 candle (haha) I did receive. I also did not gift the promised gift card.
  So, today, I call Customer Service, yet again, and speak with Richard, who yes!, tells me I have been charged for the one candle and I will not be getting the gift card. He stated I would only get it IF I accepted the other 2 candles AFTER Christmas! What????!!!!!!!
  
  So, to summarize:
  
  I am not getting my Christmas order and am going to try to get somewhere, I have 1 day off between now and Christmas, and replace these gifts.
  
  I have spent over an hour, between chat and Customer Service (which is useless) to finally get a refund for products I DID not receive.
  
  I was told initially I would get a gift card and could keep the 1 candle for my trouble, but now I have to return the one candle for the refund......So my packing tape, printer ink, gas taking it to ship, are ALL MY expenses.
  
  I did NOTHING wrong and am totally being penalized.
  
  I WILL NEVER SHOP AT BATH AND BODY WORKS AGAIN.
  I AM LODGING A COMPLAINT WITH THE BETTER BUSINESS BUREAU.
  
  This is absurd.

  Business Response

  Date: 12/22/2022

  We are so very sorry our customer's order was partially cancelled and returned to sender due to damage during transit 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. 
  
  Our records show that on 12/18/22, as an apology for our customer's experience, we sent her a $10 e-Gift Card. Our customer confirmed she received this e-Gift Card when we spoke with her on 12/22. 
  On 12/22, we processed a refund for the remainder of our customer's order in the amount of $7.62. 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. 
   
  We spoke with our customer by email 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: 12/28/2022

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

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order for 18 candles 12/2. Received emails saying order was received then another one saying order was confirmed and provided an estimated delivery between 12/8-12/16. One candle has finally shipped 12/10 but only a label created and nothing further. Laser ship tracking states the package had not even been received by laser ship and it’s been 6 days. Just a label created and slapped on while it sits at warehouse for a week. I was charged shipping for both orders. The other 17 candles have not been shipped and I cannot get a hold of anyone. Because all 18 candles were the same order, anytime I’ve called in told it was shipped due to one label being created for one of the 18 candles. I just want to know if I’ll ever receive my order, I paid $200 originally but now it’s $208.34 due to being charged double shipping. I just want my candles but can’t get any information and it’s past the estimated delivery date now.

  Business Response

  Date: 01/02/2023

  We are so very sorry
  our customer's order was delayed, and part of her order was lost in transit. We
  certainly understand her disappointment and we have noted her feedback.
  
  Our records show
  that our customer's order was sent in two shipments; one shipment was scanned
  as delivered on 12/20, but our customer's second shipment was regretfully lost
  in transit.
  On 12/29, we
  processed a refund in the amount of $10.69 for the item that was lost in
  transit. Our customer should have received a confirmation email within 24
  hours, and should expect the funds back to the original form of payment within
  3-5 business days.
  On 1/2, as an
  apology for our customer's experience, we have processed a request for a $20
  e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by email on 1/2/2022 to ensure we have resolved all
  of her concerns. The customer indicated that she is satisfied with the
  resolution provided and does consider this successfully resolved.
  
  When customers take
  time to write us, we can improve our service and prevent problems from
  happening in the future. Again, please accept our apologies. We take customer
  service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal
  customer.

  Customer Answer

  Date: 01/04/2023

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

• Initial Complaint

  Date:12/16/2022

  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.

  Placed order at Bath & Bodywork’s for my daughters b-day, never received it & refused refund!!
  -placed order 11/24/22
  -total $205.34
  -they committed to deliver within 7-10 days. I’m going on day 21 & still NOTHING!!
  -called 12/13 & was promised order would be expedited & delivered no later then 12/15….it’s 12/15 & NOTHING!! I needed this order for my daughters b-day on 12/16, so I was VERY clear when I called early morning 12/13 I needed by 12/15 otherwise I would no longer need it. I waited all day for delivery & again, NOTHING. I called customer service at 8:00pm & spent 1 hour & 49 minutes with a rep who tried helping & was told I could pick up my order at my local store in the morning. Great, inconvenient & stressful, however still grateful I would be able to pick up my items I paid for. After spending almost 2 hours with this representative, she put me on hold & came back to let me know I had to speak with a supervisor?? After attempting 3 times to transfer me, she hung up on me!! :(. Back to square 1. I called right back & started all over again, OMG! Spent another 2 hours & 44 minutes on the call!! The first hour & a half was just waiting for a supervisor!! The next hour was spent with him telling me there’s nothing he can do other then expedite my order due to a delay on Arizona??What?? Delay since 11/24??!!! I don’t think so. He said I could not pick up my order at the store either. He said the only thing I could do to have my items on time, is go to the store in the morning, SPEND MORE MONEY on THE SAME items THEY did NOT deliver?!! WHAT?!! He said that was the best he could do..oh, & offer me a 20% discount to REBUY the same items!!! SERIOUSLY?!!! 5 hours on a call with NO consideration for me as a customer. Utterly disgusting!! They took my money & gave me no items!! NO resolution and NO attempt to even try!
  WORST EXPERIENCE EVER!!!! Thanks for ruining my daughters 21st b-day surprise! :(

  Business Response

  Date: 01/02/2023

  We are so very sorry
  our customer's order was lost in transit and we did not meet our customer
  service promise. We certainly understand her disappointment and we have
  forwarded her experiences to our leadership team as coaching opportunities.
  
  Our records show
  that our customer's full was reshipped on 12/15 in two shipments. One shipment
  was scanned as delivered on 12/17, and the second shipment was scanned as
  delivered on 12/18.
  On 12/15,
  regretfully, there were items that were out of stock for re-shipment, and a
  refund was processed for those items in the amount of 18.92. Our customer
  should have received a confirmation email for this refund within 24 hours, and
  the funds back to the original form of payment within 3-5 business days.
  On 1/2, we processed
  a refund for the remainder of our customer's order in the amount of $186.42.
  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.
   
  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.

• Initial Complaint

  Date:12/15/2022

  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 purchased candles on 12/2/22 in the amount of $115.01… that price includes shipping fees as well. I have not received my order. My confirmation order email states I should receive my order approximately 12/7-12/15/22. I chatted online with the company to see where my order was… the response I received stated that my order has still not shipped yet. I tried to cancel my order for a refund and the response I received stated it is “too late” to cancel.

  Business Response

  Date: 12/30/2022

  We are so very sorry
  our customer's order was delivered late. We certainly understand her
  disappointment and we have noted her feedback.
  
  On 12/30, as an
  apology for the inconvenience, we processed a refund for 20% off and the $6.99
  shipping fee on our customer's order. She should receive a confirmation email
  for this credit 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 12/30/2022 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: 01/12/2023

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

• Initial Complaint

  Date:12/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Bath and Body Works 12/2/2022. I received confirmation stating that my order will be received and, “Processing time for packages may vary, but your goodies will still arrive by the Estimated Delivery Date below.” The dates provided were 12/7- 12/15/2022.
  I hadn’t received my order, nor heard anything from Bath and Body works by 12/15/2022, so I reached out for assistance. After being disconnected from their live chat and a customer service rep without resolution, I was finally able to escalate a call to a supervisor, Holly. It was confirmed that the packages had not shipped and was still in their warehouse. I asked for the order to be canceled since it was not shipped and they were unable to provide any type of time line. I expressed the package would likely be delivered when I was not home. She stated the most she could do was offer me a coupon, waive shipping, and $30 gift card. I advised this was not acceptable and she advised I should have planned for delays. She stated that I had no other options. This call ended at approx 2:45pm.
  I received an email 12/15/2022 at 4:07pm apologizing for the delay. It further stated, “If you would like to cancel your delayed items, contact us and we will be happy to help.”
  Since it seems like this was a change from when I last spoke with someone, I called and spoke with another rep, Natasha. Natasha confirmed that I don’t have the option to cancel and she was unsure why I received the email.
  
  Of note, on their website, they are still advertising that orders placed by 12/17/2022 will still be received by Christmas, but they are unable to tell me exactly when I will receive my package or even when it will ship.

  Business Response

  Date: 12/30/2022

  We are so very sorry
  our customer's order was delivered late and we did not meet our customer
  service promise. We certainly understand her disappointment and we have shared
  her experience with our leadership team as a coaching opportunity.
  
  Our records show
  that our customer's order was sent in two separate shipments that were both
  scanned as delivered on 12/29.
  On 12/18, we
  processed a full refund for our customer's order in the amount of $133.34.
  Since this refund was processed before our customer's order shipped, she was
  not charged for this order.
  On 12/30, 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.
  
  We spoke with our customer by email 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.

  Business Response

  Date: 12/30/2022

  We are so very sorry
  our customer's order was delivered late and we did not meet our customer
  service promise. We certainly understand her disappointment and we have shared
  her experience with our leadership team as a coaching opportunity.
  
  Our records show
  that our customer's order was sent in two separate shipments that were both
  scanned as delivered on 12/29.
  On 12/18, we
  processed a full refund for our customer's order in the amount of $133.34.
  Since this refund was processed before our customer's order shipped, she was
  not charged for this order.
  On 12/30, 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.
  
  We spoke with our customer by email 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.
  
  

  Customer Answer

  Date: 01/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/15/2022

  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 items in the amount of $114.25 online on 12/3/2022  with an estimated delivery date of 12/8 to 12/16. I called to inquire about the order not being shipped after 12/8 and I was told that my order was packed and getting ready to ship. As of today 12/15 I have not seen any shipping or tracking details in my account. I need to know when I will get my items and when my items will ship. Would like a refund.

  Business Response

  Date: 12/24/2022

  We are so very sorry our customer's order was not delivered within our promised delivery timeframe. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/18, we processed a full refund for our customer's order in the amount of $114.25. She should have received a confirmation email within 24 hours, and the funds will return to the original form of payment used for her order within 3-5 business days. 
  On 12/24, as an apology for our customer's experience, we 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 12/23/2022 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:12/15/2022

  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 an online order at bath body works wed December 14 for merry gift box 30.00
  And 7 hand soaps I was getting since they had a sale and I already was getting this shipped for a gift for work on Sunday . I chose expedited shipping which was 15.99 with a delivery date of Friday December 16. This is a xmas gift for a boss and had to have it this weekend. Box came and only the hand soaps in there . No merry box . Called the customer rep . She started by saying I don’t see it ordered . I said I was charged 73.90 to my PayPal yes it is . The. She said yeah I see that but it’s not on the order which don’t even make sense . I gave her my order number. She said I’ll issue a refund for the merry box kinda of rude about it . I said what about the expidted shipping cause I only got that to get the package in time and if I want to order it again I’m gonna be charged again for it . She said there’s nothing to be done for that rudely . I wouldn’t paid 16 dollars to have 2.95 hand washes shipped here . She said maybe just get it in the store . I said it’s not available or I would have got it there to begin with instead of shipping it . This is poor Customer service . I have always been a customer and never had an issue and if I did it was always fixed immediately by Bbw.

  Business Response

  Date: 12/27/2022

  We are so very sorry our customer did not receive the gift box set that was supposed to be included in her order, at the same time as she received her hand soaps. 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 involved.
  
  Our records show that on 12/15/22, we processed a refund for our customer's gift box set in the amount of $30 plus applicable sales tax.
  Additionally, our records show that our customer's order was shipped in two separate shipments; the first was scanned as delivered by our carrier on 12/15/22. The second package was scanned as delivered on 12/19/22.
  
  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:12/15/2022

  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.

  Good afternoon! On 12/2/2022 I purchased an online order (order number **************). I received confirmation that Bath and Body Works received my order and the email confirmation indicated the order would ship between 12/7/2022 - 12/15/2022. On 12/15/2022, I contacted Bath and Body Works via ###-###-####; I was on hold for about 15 minutes and employee ****** (phonetic) answered the phone. I provided my order number to ****** and she placed me on hold without informing me for about 8 minutes and never returned. I disconnected the call and called back. I waited for about 7 minutes and a female employee answered the phone (I do not recall the employee's name). I informed employee number 2 that I was disconnected after holding 15 minutes for ****** and I provided employee number 2 my phone number and employee number 2 assured me she would return my call if the call disconnected. Employee number 2 attempted to transfer me to the Resolution Team after informing me that Bath and Body Works is currently fulfilling order from 11/26/2022 and she could not provide me an estimated ship date. Employee number 2 didn't offer any resolutions. She transferred me and the call disconnected. Employee number 2 never called me back despite stating she would. I called back and was one hold for about 17 minutes and ****** answered the phone. I requested to speak with a supervisor at this point but ****** stated that the supervisor stated "Bath and Body Works is too busy at the moment." ****** offered a partial resolution but nothing was ever resolved. I attempted to chat and I was number 188 in the chat queue. ******* stated that she was unable to connect me to the manager and she would forward my feedback. I spend well over $300 annually with your company to receive second class customer service. Any time I have contacted customer service with this company, it has ALWAYS been horrible!! I am still without my $200.51 order. And I have lost a lot of my valuable time today.

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer's order was delayed and we did not meet our customer service promise when he contacted our customer care team for assistance. We certainly understand his disappointment and we have shared his experiences with our leadership team as coaching opportunities for our associates. 
  
  Our records show that our customer's order was split into two separate shipments that were delivered on 12/18 and 12/20. 
  We have refunded the $6.99 shipping fee on our customer's order as an apology for the inconvenience. He should receive a confirmation email for this credit 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 experiences, we have processed a request for a $50 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. 

  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,
  
  
  
  ******* ********