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Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Body Care.

Complaints

This profile includes complaints for Bath & Body Works's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bath & Body Works has 198 locations, listed below.

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    Customer Complaints Summary

    • 1,115 total complaints in the last 3 years.
    • 368 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • 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 placed an order on 12/2/2022

      On 12/10/2022 I called to be advised the box was already picked and labeled

      On 12/12/2022 called again - to be told it’s not shipped

      12/13/2022 - called again and spoke to a “*****” mgr and the item still has not shipped and I told them to cancel the items again and they continue to refuse to stop the package as it hasn’t been shipped. Then ***** advised me my bank is lying and stating that it’s a pending transaction however it shows posed on 12/5/2022 for 113.68

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer's order did not ship within our promised timeframe and we did not meet our customer service promise. We certainly understand her disappointment and have shared her experience with our leadership team to be addressed with our associates. 

      On 12/16.22, we processed a full refund for our customer's order in the amount of $113.68. Since her order was refunded before it shipped, she will not be charged once her order ships. 
      In addition, as an apology for our customer's experience, we have processed a request for a $50 e-Gift Card to be sent to her email. She should expect to receive this e-Gift Card via email within 3-5 business days. 

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

      [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.
      On December 12th 2022 Bath and Body works offered a promotion for 3 wick candles, buy 2 get 2 free. I choose 4 items and purchased. I choose the option to pick the items up at a local store. Today I received an email that my order had been canceled due the location not having the items. I was not given the option to choose other items or opt for delivery instead. Now the promotion is over and I can't get the items for the same price anymore. This isn't right.

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer's order was cancelled due to low inventory. We certainly understand her disappointment and have shared her feedback. 

      We promised to honor the Buy 2 Get 2 Free customer on a new order for our customer. She may contact us at any time to place this order. 
      In addition, we have also sent her an offer for $10 off her next $30 order. She should receive this offer via email within 24-48 hours. 

      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: 01/05/2023

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

    • Initial Complaint

      Date:12/13/2022

      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.
      On December 2, 2022, I purchased 9 candles online from Bath and Body Works for their 9.95 sale as Christmas presents. My shipping date was December 7-15. I received two emails the week of December 5 that my order was confirmed, but due to fulfillment issues, they're delayed. However, my credit card was charged. On December 12, I reached out through Facebook messenger and was told there was a delay, all orders are having a 6-15 business day processing and shipping turn around. On December 13, I requested my order be canceled since the items will not arrive on time and way past the shipping arrival date of December 15. I was told their policy is no, orders cannot be canceled; that I'd need to wait for it to ship and could return at the store. I explained that was an unfair policy considering my item hasn't even been packed to ship and I should not have to through the difficulty of making a trip to return items that could easily be stopped now.

      Business Response

      Date: 12/21/2022

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

      Our records show that our customer's order was fully refunded in the amount of $102.94 on 12/16/22. Since her order was refunded before it shipped, she will not be charged once her order ships. 
      In addition, on 12/20/22, as an apology for our customer's experience, we processed a request for a $ e-Gift Card to be sent to her email. Please allow up to 3-5 business days for this e-Gift Card to be sent via email. 

      We spoke with our customer by phone on 12/20/2022 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:12/13/2022

      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.
      I have spent over $500.00 within the last 2 months and have obtained many rewards. I noticed that I had 4 rewards that valued 16.50 each of free products. These were available on 12/9 and as of today 12/13 I have 1 available. I would like to know what happened to the 3. I haven’t shopped or used them. How did they disappear? I feel that I earned those and I had time to use, but they are unavailable. I called customer service and after being on hold for 30 mins the rep hung up on me tonight. I would like my rewards refunded to me. Thanks

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer has 3 rewards missing from her account and we did not meet our customer service promise. We certainly understand her disappointment and have shared her feedback. 

      On 12/16/22, we added 3 new rewards to our customer's account to replace her missing rewards. We ask that she allows up to 72 hours for these rewards to reflect in her account. 

      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

      [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:12/13/2022

      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.
      They had sales for the Christmas season give estimated delivery dates. Unable to full full those dates but charge for shipping. Customer serve reps are rude and unhelpful unable to get a resolution and expect the customer to be understanding of holiday times. If they can’t handle order volumes then they should say realistic expectations. It and been pending shipment since dec 2nd and unable to help. Or have any direct answers

      Business Response

      Date: 12/21/2022

      We are so very sorry to hear about our customer's online order experience. We certainly understand her disappointment and we have shared her experiences with our leadership team to address with our associates. 

      Our records show that on 12/13/22, we processed a refund for our customer's full order in the amount of $197.25. Since this refund was processed before our customer's order shipped, she was not charged once her order had shipped. 
       
      We spoke with our customer by phone on 12/19/2022 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:12/13/2022

      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.
      On 12/2/22 I created an online order for a purchase. I wanted to cancel this order but when I contacted the online chat I was notified that I could not cancel the order; but instead would have to do a return once the merchandise was received. On 12/13 I took the merchandise to the retail store and attempted to complete a return, I was then told since online orders do not provide a receipt (no receipt in the box) my only recourse was to receive a gift card. I requested a manager and the GM happened to be there at the Monroe, NC store. Both advised only a gift card could be offered. THIS IS NOT IN THE FAQS or return policy. The store then stated that there is nothing they could do and referred me to call customer service. I contact customer service at 4:45P EST on 12/13 the rep was unhelpful and kept trying to transfer me to store services since I wanted to complete the return in-store. I advised that I would complete the return however necessary to get my refund to my original form of payment. After 20 minutes of refusing to transfer me to a supervisor the rep hung up on me. When I called back, I requested a manager immediately; one actually answered the call. I advised them of the situation. They advised that to get a refund to my original form of payment I would have to return to a retail store, call the customer service and they can talk to the store rep to process the refund. 1 - Why is this NOT published in the FAQs? 2 - Why didn't the retail rep advise me of this process while I was in-store?

      I think it is ridiculous that I now have to go BACK to the retail store, call customer service, wait on hold for a ridiculous amount of time just to get a refund. I am well within the 90 day return period. All I am requesting is to return these items and get a refund back to my ORIGINAL FORM of payment.

      Business Response

      Date: 12/21/2022

      We are so very sorry we did not meet our customer service promise when our customer visited our store to return her order as well as when she contacted our customer care team for assistance. We certainly understand her disappointment and we have hared her experiences with our leadership team to be addressed with our associates. 

      As an apology for our customer's experience, we have fully refunded her order in the amount of $60.57. She should expect to receive a confirmation email within 24 hours, and the refund back to the original form of payment within 3-5 business days. 

      We spoke with the 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. 

      Business Response

      Date: 12/21/2022

      We are so very sorry we did not meet our customer service promise when our customer visited our store to return her order as well as when she contacted our customer care team for assistance. We certainly understand her disappointment and we have hared her experiences with our leadership team to be addressed with our associates. 

      As an apology for our customer's experience, we have fully refunded her order in the amount of $60.57. She should expect to receive a confirmation email within 24 hours, and the refund back to the original form of payment within 3-5 business days. 

      We spoke with the customer by phone on 12/21/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved. 
       
      When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

      Customer Answer

      Date: 12/27/2022

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

      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:12/13/2022

      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.
      Transaction Date : June 16, 2022
      Order Number : **** **** **** **
      Account Order : *********************
      Amount Paid : USD703.96
      Expectations: All items in order to be delivered, and should there be any delayed/exception/undelivered/unsuccessful fulfilment of orders, business should automatically refund into my credit card or arranged for replacement accordingly. No email notifications were sent to me on the status of these 2 tracking orders, that i keep on waiting until recently.
      Dispute: Request for refund amount USD546.26 for 2 undelivered tracking orders with status 'delivery exception'.
      Tracking numbers are:
      1) ***** ************ 2) ***** ************ 
      I have contacted the business several time both via chat and call requesting for refund of the undelivered orders but was recently informed by ***** via tele-conversation on 09/12/2022 (under ticket number *******) that the corporate customer relations have rejected my request of the refund.

      I have also contacted ***** today date 10/12/2022 with regards to this issue and i was informed that the Shipper (Bath and Body Works) has not and must contact carrier (*****) on this matter for claim purposes and that i am entitled for the refund as the packages were damaged handling under carrier.

      The recent tele-conversation with ***** on 09/12/22, she promised that she would call ***** and update me on the refund request as I told her that it is not right and not fair for me paying for orders that were solely never delivered due to damaged in carrier handling. In fact, those exception/damaged orders are claimable and should have been automatically refunded to my credit card account without me needing to contact the bussiness/shipper and the carrier. Until today, I have not receive any updates from ***** on this and to my disappointment, the business did not even call ***** on this issue.
      Therefore, i need assistance on this matter so that the refund request of USD546.26 is approved and credited back into my credit card.

      Business Response

      Date: 12/22/2022

      We are so very sorry our customer's orders were not refunded when they were damaged in transit and returned to sender. We certainly understand her disappointment and we have noted her feedback. 

      We have processed a request for a $550 e-Gift Card to be sent to our customer to resolve her order concerns. She should expect to receive 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. 

      Business Response

      Date: 12/22/2022

      We are so very sorry our customer's orders were not refunded when they were damaged in transit and returned to sender. We certainly understand her disappointment and we have noted her feedback. 

      We have processed a request for a $550 e-Gift Card to be sent to our customer to resolve her order concerns. She should expect to receive 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: 12/28/2022

      [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.

       

      Thank you so much for all the assistance given.



      Regards,



      ****** *********

      Customer Answer

      Date: 12/28/2022

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

      Thank you so much for all the assistance given.

    • Initial Complaint

      Date:12/13/2022

      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 ordered an 18 count of candles on candle day and received my order. The problem was that when I received my order and open my package, there was broken glass everywhere 90% of my candles were broken. This was due to poor, packaging, and layering all the candles on top of each other with no preventative measures. I contacted the business and they agreed to send me a full refund. After not getting a confirmation email in regards to my refund I called again and they informed me that the previous representative did not Complete my refund properly but that it was now taken care of and I was going to again receive my refund. I still have not received a confirmation email nor my refund for this order. Every time I tried to call they keep telling me that they have issued the refund but there’s no evidence of the refund via email or returned to my account. The initial representative also promised a $50 gift card due to the inconvenience. And when I called back and spoke to the second representative, she said there was no information on the gift card and that it was not notated in my account. Now not only do I have a box of broken glass but I’ve also missed out on the sell for this particular day that only happens once a year. I’ve also had to encounter rude and incompetent customer service My order number is **************

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer's order arrived damaged 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 experience with our leadership team to coach our associates. 

      As an apology for our customer's experience, we have processed a request for a $50 e-Gift Card to be sent to her email. She should expect to receive this e-Gift Card via email within 3-5 business days. 
       
      We spoke with our customer by phone on 12/15/2022 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: 12/21/2022

      We are so very sorry our customer's order arrived damaged 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 experience with our leadership team to coach our associates. 

      As an apology for our customer's experience, we have processed a request for a $50 e-Gift Card to be sent to her email. She should expect to receive this e-Gift Card via email within 3-5 business days. 
       
      We spoke with our customer by phone on 12/15/2022 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

      Better Business Bureau:

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

      Customer Answer

      Date: 12/28/2022

      [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:12/13/2022

      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 placed 3 separate orders on 12/01/2022. I attempted to make all 3 of these purchases via PayPal. As I was attempting to place all 3 orders, I was constantly taken to an error page. I repeated the process of trying to process the orders until I received confirmation that they had been placed successfully. To my surprise, when I checked my bank account, I had been charged 13 times. numerous times by PayPal, and 3 times by Bath & Body Works for the 3 full transaction amounts. With a one time call to PayPal, they immediately rectified the issue on their end and advised that I would need to contact BBW directly to have reimbursement processed through them for the full amounts they wrongfully processed. I have since wasted HOURS of my time and have spoken to 4 plus customer service reps and have not received one reimbursement almost 2 weeks later. I have only received 2 of my orders and every single time I speak to someone at BBW, I am told a different story as to what is going on. In the future, I will be making my candle purchases elsewhere. BBW has become very proud of their candles over the years and other companies have equal if not better quality for the same price and less to no hassle. Time is money and BBW has wasted enough of mine. I will continue to pursue getting my entire order fulfilled as well as the full reimbursement that is owed to me. This has been nothing short of a nightmare in an already stressful season. Thanks for the headache BBW!

      Business Response

      Date: 12/22/2022

      We are so very sorry our customer has had a less than great experience placing her order and we did not meet our customer service promise when she contacted our customer care team for assistance. We certainly understand her disappointment and we have shared her experience with our leadership team to coach the associate(s) involved. 

      As an apology for our customer's experience, we processed a request to have a $100 e-Gift Card sent to our customer. She should expect this e-Gift Card via email within 3-5 business days. We have also submitted a full refund for the third order the customer placed. We have also submitted two Authorization Drop requests with our Back Office team, to have the first two orders, she is still seeing pending charges for, removed. Any charges our customer may see for these orders are pre-authorization holds that should drop within 7 business days, but up to 30 business days based on the form of payment used for her orders. 
      We spoke with our customer by phone on 12/22/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved. 

      When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

      Customer Answer

      Date: 01/03/2023

      I am rejecting this response because: I did not state that I am satisfied with my concerns because I am not, and I have yet to receive the gift card that they stated they would send.

      Business Response

      Date: 01/09/2023

      We are so very sorry our customer was not satisfied with our initial response to the Better Business Bureau. We certainly understand her disappointment and will ensure correct measures and accurate information is shared consistently. 

      Our records show that our customer's orders placed on 12/01/22 were scanned as delivered by our carrier partners on 12/08/2022, 12/10/22, and 12/17/2022. The customer was also fully refunded for all three orders, by our customer service team on 12/05/2022, 12/14/2022, and 12/22/2022. In addition, we spoke with our customer via email on 1/06/2023, and confirmed she did receive a $100 e-Gift Card request, which was sent on 12/22/2022, and resent on 1/03/2023. 

      We made three additional attempts to contact our customer by phone, and once by email to ensure her concerns were fully address and resolved. 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:12/13/2022

      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 purchased a sizeable purchase from Bath and Body Works on 12/5/22. I received a shipment confirmation indicating my items had been delivered on 12/11/22. I did not receive a package on that day but read the Bath and Body Works policy which said to wait another two business days.

      I then used their “convenient” chat option to speak to a representative. I spoke with a customer care representative who blatantly told me that my order is “above her limit” and I have to call customer service.

      I work 16 hour shifts at a hospital and I’m not able to contact Bath and Body Works via their phone hours. I spent 284 dollars and now I’m just supposed to be told that my order is “over the limit” to handle?

      I want a refund on my purchase, which I have not and did not receive. This company clearly doesn’t make it easy to communicate a complication and also doesn’t have the basic guidelines in place for efficient customer servicing skills.

      Also, the fact I had to attempt to call customer service by phone when I have laryngitis and the flu is also ridiculous as I have to currently strain to speak. When calling in hold time was over an hour which again I’m unable to do working as a healthcare professional.

      If not, I’ll have to file a dispute with my credit card company and it’s ridiculous I can’t get a representative who can handle my order.

      Order number: ************** 

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer did not receive her order that was marked delivered, 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. 

      On 12/15, we processed a refund for our customer's full order in the amount of $284.05. She should have received a confirmation email within 24 hours and the refund to be issued back to the original form of payment used on her order within 3-5 business days. 
      In addition, we have also sent our customer an offer for 20% off her next in-store purchase, which should be emailed to her within 24-48 hours. We have also processed a request for a $40 e-Gift Card to be sent to her email as an apology for her experience. Please allow 3-5 business days for this e-Gift Card to be sent via email. 
       
      We spoke with our customer by phone on 12/15/2022 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. 

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