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

  555 Broadway Chula Vista, CA 91910-5339

• 

  Bath & Body Works

  411 South County Center Way Saint Louis, MO 63129

• 

  Bath & Body Works, Inc.

  1027 Spring Ln Sanford, NC 27330-3459

• 

  Bath & Body Works, Inc.

  714 Greenville Blvd SE Greenville, NC 27858-5141

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:12/15/2022

  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.

  I placed an order on 12/2 at Bath and Body Works online during their candle sale. I did not receive this order until 12/14, which is pretty appalling. But to add insult to injury, one of the candles (Fresh Winter Air) that I received is loose and damaged. Customer service has been pretty terrible the last few times I have contacted them, so I am filing this complaint instead.
  
  Additionally, I asked a representative how to share my loves list, to which she responded that it is not possible to do so. Why in the world do you even have this feature for customers, if you don't also add the simple step of making the list shareable??? Practically every other site does this and this saves a lot of headache for people during the holidays. This really negates the concept of a wish list and is frustrating. Why waste time building this out then? Lastly, I found the representative to be very inappropriate during the chat. I was clearly an upset consumer and they continued to send me smiley face emojis, which is really nauseating and not demonstrating any concept of understanding at all.

  Business Response

  Date: 12/27/2022

  We are so very sorry
  our customer's order was delivered late, her Fresh Winter Air 3-Wick Candle
  arrived damaged, and we did not meet our customer service promise when our
  customer contacted us for assistance with her Love It List. We certainly
  understand her disappointment and we have shared her experience as a coaching
  opportunity for our associate.
  
  On 12/26/22, we
  processed a refund for the Fresh Winter Air 3-Wick Candle that arrived damaged
  in our customer's order. Additionally, as an apology for the inconvenience, we
  have also processed a refund for 20% off our customer's order and the shipping
  fee. Our customer should expect a confirmation email within 24 hours and the
  funds back to the original form of payment within 3-5 business days.
  
  We made three attempted 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.

  Customer Answer

  Date: 09/25/2024

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

   

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  Complaint Type:
  Product Issues
  Problem:
  I recently received several hand soaps that I ordered on 9/9. The scents are mostly ok but the flannel scent is abhorrent. Even after washing my hands, it was still strongly smelling and that is super unappealing. I contacted customer service via chat. 1 person was sort of helpful, but did not process this properly and the next person was brusque, blew me off and ended the chat before I could even push back. I expect: a refund for this soap as it was not as described, as well as the shipping and sales tax refunded. If you are going to charge customers for shipping fees, then you are going to refund them if items do not work out. Also, it goes without saying that sales tax is refunded it it was charged. I am unsure why there is consistently an issue with your company when it comes to solving very simple issues.
  
  Desired Resolution / Outcome
  Refund
  
  

  
  

• 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 placed an order of 9 candles on 12/2, for a total of $94.38. This was during their Candle Day event. I was given an estimated delivery date of 12/7-12/15. I have NOT received any shipping details or confirmation that these have shipped, and today is 12/15. I have spoken with multiple customer service agents who have all assured me that my order is being processed and I’ve been told different dates to expect my order. According to Bath and Body Works’ profile on Facebook and Twitter, there are hundreds of us who are all waiting in limbo for our orders to ship. Most of us bought these candles as Christmas gifts and now most likely will not have them before Christmas. Bath and Body Works continues to advertise online orders placed now will get here by Christmas when they still haven’t fulfilled orders back from 12/2. I would like a REAL update on where my order is and when it will be delivered or at least shipped out of their warehouse.

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer's order was not delivered within our promised shipping timeframe. We certainly understand her disappointment and we have noted her feedback. 
  
  Our records show that our customer's order was delivered on 12/17. We were able to confirm with our customer that she did receive her order. 
   
  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: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.

  So I need to be contacted by the business today and no later I have emailed four times with formal corporate complaint. I have called and filed corporate complaint as well. No one has reached out to me. I ordered two of the merriest boxes ever because they need to be here before Christmas. I’ve selected overnight shipping so that they would be sent the next day. It took two weeks for them to be marked as delivered and they’re still not here. I called several times over the course of waiting for these packages at first I was told get tickets there overnight they will be to you tomorrow then I was told you didn’t actually get charged for overnight so we will not be able to send them to you overnight. I said well it’s fine go ahead and charge me because that’s what I selected and she said no we can’t do that. Wait for them to come in now it’s saying delivered and I haven’t received them. I need a full immediate refund and this needs to be addressed and compensated ASAP.

  Business Response

  Date: 12/30/2022

  We are so very sorry
  we provided incorrect timeframes to our customer and did not meet our customer
  service promise. We certainly understand her disappointment and we have
  investigated and addressed her experience with our associate.
  
  On 12/30, as an apology for our customer's experience, we loaded
  two gift cards in the amount of $250 each for our customer to retrieve from her
  local Bath & Body Works store.
  Additionally, we
  have processed a request for an offer for 20% off our customer's next store
  purchase to be sent to her email. She should receive this offer within 24-48
  hours.
   
  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

   They were very nice in making things better 
  
  I accept the business's response to resolve this complaint.
  
  

• 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 ordered three candles during the online event on 12/02/2022. I am still waiting on my delivery. When I check the status, it says "exception", Had I know it would take this long, I would have picked them up instead.

  Business Response

  Date: 12/26/2022

  We are so very sorry our customer's order was delivered late. We certainly understand her disappointment and we have noted her feedback. 
  
  Our records show our customer's order was scanned as delivered on 12/16/22. 
  On 12/26/22, as an apology for the inconvenience, we processed a refund for 20% off her 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 form of payment used for her order 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. 

• 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.

  DATE PLACED: 12/01/2022
  Order Number: ************** Total: $72.44
  
  I placed an order on 12/1/22 for the online candle sale. I was supposed to receive an email with associated tracking for delivery about 12 – 15–22. I have now called customer service on 3 occasions and have been told 3 different things about where my purchase is currently located. On Monday, I was told that it was waiting for pick up by the delivery service. On Tuesday I was told that it was not waiting for pick up, and on Wednesday, I was told that they were unsure of what it would be delivered to me. I did request a refund for shipping which was $6.95, I was assured that would be processed, but that has not been processed yet. Now my candles will not be to be in town for Christmas, and I will be forced to go purchase other Christmas presents last minute. Absolutely unacceptable!

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer did not receive updates for her order, and we did not meet our customer service promise when she contacted our customer care team for assistance. We certainly understand her disappointment and we have noted her feedback. 
  
  As an apology for our customer's experience, we processed a full refund for her order in the amount of $61.81. She should receive a confirmation email for this refund within 24 hours and the funds back to the original form of payment within 7 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:12/15/2022

  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 several items online to be shipped to my daughter before Dec 15th. I purchased them online on Dec 9th. I was promised they would arrive on Dec 14th. by the barely English speaking person on the phone who's name was NOT "Sam". When Dec 14th came and I had received no shipping notification, I asked what happened through chat. I was told it was shipping that day and "watch for the tracking number". It never did. I contacted yet another "Paul" who said it was shipping today (the 15th) and, again, it never did because they had trouble finding the order! I requested a cancellation and a refund which "Paul" said "We can't because it's being processed" How is it being processed when they claim they can't find the order? I want the lying to stop, I want my items shipped and an apology. NOW because these are so late in shipping, they will arrive at her house after she leaves for out of town and most likely, the package will be stolen.

  Business Response

  Date: 12/27/2022

  We are so very sorry
  our customer's order was not delivered within the timeframe he expected, and we
  did not meet our customer service promise when he contacted us for assistance.
  We certainly understand his disappointment and we have shared his experiences
  to be addressed with our associates.
  
  Our records show
  that our customer's order was scanned as delivered on 12/20/22. As an apology
  for the difficulties our customer experience with this order, we have processed
  a full refund for his order in the amount of $51.07.
  
  We spoke with our customer by email on 12/276/2022 to ensure we have resolved
  all of his concerns.
  
  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:12/14/2022

  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.

  Order placed on 12/2. Estimated delivery between 12/7-12/15. today is 12/14 and item STILL not shipped and no emails or any information. Called cust service and received a disgusting attitude from an employee. This is unacceptable to be waiting this long for a few candles a week before the holiday.

  Business Response

  Date: 12/22/2022

  We are so very sorry our customer has not received updates for her order and we did not meet our customer service promise when she contacted our customer care team for assistance. We certainly understand her disappointment and we have shared her experience with our leadership team to coach the associate involved. 
  
  As an apology for our customer's experience, we processed a request to have a $40 e-Gift Card sent to our customer. She should expect this e-Gift Card via email 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: 12/27/2022

  [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:12/14/2022

  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 made 2 orders online due to my disability. Going in store with a power wheelchair is difficult & stressful. I placed 1 order 11/29 & 2nd order 12/2. I received my 1st order on 12/5. My 2nd order states delivery between 12/7-12/15. I contacted Bath & Body Works chat 3 days ago. They told me my shipment was all ready to be shipped out of their processing center. However today is 12/14 & my order still hasn’t been shipped. I spent nearly $100.00 on Christmas gifts for my loved ones. I have had similar issues on previous orders as well. Making me doubt this store’s ability to handle orders & shipping efficiently. There are also TONS of complaints online about other angry BBW customers. It’s actually concerning. They really need to figure out why they keep running into the same problems over and over again.

  Business Response

  Date: 12/21/2022

  We are so very sorry our customer's order did not ship within our promised timeframe. We certainly understand her disappointment and have shared her feedback. 

  On 12/16/22, we processed a refund for our customer's $6.99 shipping fee. Since this refund was processed before our customer's order shipped, she will see the adjustment on her shipment confirmation email. 
  In addition, as an apology for our customer's experience, we have processed a request for a $30 e-Gift Card to be sent to her email. She should expect to receive this e-Gift Card via email within 3-5 business days. 

  We spoke with our customer by phone on 12/16/2022 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

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

• Initial Complaint

  Date:12/14/2022

  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 did an on line order with this company on December 10, 2022 paying shipping cost to get the items in 3- 7 days. I was given an estimated delivery date of December 15,2022. When I called on the 14th to check on the delivery date I was told that the package had not even been shipped and that it would be shipped possibly by the 21st and that I would just have to wait until I received a tracking number. I asked to speak to a manager for a refund because I needed the package for a gift exchange on the 17th. I was told that the managers were busy and that I couldn’t talk to them because they were only going to tell me that I would have to wait on the tracking number. I asked could I please speak to a manager and I was put on hold for 45 minutes and the phone was hung up. I called 3 different times with the same results, each times I was put on hold and 40 minutes later hung up on. I even tried to file a complaint and the representative told me the manager said she wasn’t going to talk to me , I would have to just wait on the package and it will have a return label if I wanted a refund.

  Business Response

  Date: 12/23/2022

  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 when she contacted us for assistance. We certainly understand her disappointment and we have noted her feedback. 
  
  Our customer confirmed that she received her full order on 12/20/22. As an apology for her experience, we are sending her an offer for 20% off her next in-store purchase. She should expect to receive this offer by email within 24-48 business 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. 

  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:12/14/2022

  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.

  My order was place on 11/24 and was a total of $252.76. I received ONE (starlit nights) item. JUST ONE from that entire order. I called customer service and they showed delivered. He also gave me a random shipping number that was like 20 numbers long and said if it doesn't arrive by the 12th call back!
  
  I show returned to sender due to damaged packaging. As I see it you have $252.76 of MY MONEY and I have 1 soap... NOT A FAIR TRADE! When will my order of 42 items arrive?? This had Christmas presents in it! Christmas is 10 days away!
  
  I AM SO DISAPPOINTED RIGHT NOW! How are you going to fix this? Make me trust this company again!

  Business Response

  Date: 12/24/2022

  We are so very sorry our customer did not receive her order. We certainly understand her disappointment and we have noted her feedback. 
  
  We have processed a full refund for our customer's order in the amount of $252.76. She should expect a confirmation email for this credit within 24 hours and the funds within 7 business days, but up to 30 business days based on the payment method used. 
  On 12/22, we placed two orders honoring the promotion pricing from her original order. 
  In addition, as an apology for our customer's experience, we have processed a request for a $30 e-Gift Card to be sent to our customer's email within 3-5 business days. An additional gift card was loaded in-store for $40 to allow our customer to purchase items that were unavailable on our website. 
   
  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: 12/27/2022

  I accept the business's response to resolve this complaint. Stephanie was so accommodating and she really worked gard to ensure we got what we ordered and at the discounted Black Friday rate! She stayed with us until we were satisfied!! The only thing is that I wish I didn't have to contact the BBB to actually get something done!