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

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.

Initial Complaint
Date:02/27/2025
Type:Service or Repair 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 went to the store around 6:15pm, I went in to buy a gift. The Disney Princess collection. I also went in to purchase soap because they were in my app for 3.95. I went to register and I took everything out the lady ringing me up asked if I was doing the buy 3/1 free and I said yes. I then started to ask about the 3.95 and before I could get the question out she said No I looked and she said sorry what were you going to ask. I responded with are these soaps apart of the 3.95, she called someone and asked and they said that promotion is over. I looked at my app again and Im showing her the offer and the manager ****** says (as she passes by) its eastern time.What irritates me about this store is the service is terrible. Every time I have ever come into the store ****** is running around merchandising your store, but never helps clients. She always seems rushed and doesnt take the time to help. I called in to get her name to write this complaint and when you ask for a manger normally it is an indication that something could be wrong. She didnt even bother to ask if something was wrong or if there was something she could help with. It would have cost her nothing to politely explain to me that the offer expired eastern time which is ridiculous, but still and even if it did, I was there on the same day its not like I went in on a different day. The customer service is just horrible!
Business Response
Date: 03/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 03/11/2025
[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:02/27/2025
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'm extremely frustrated and disappointed with the service I've received from Bath & Body Works. My package was supposed to be delivered weeks ago and the tracking information shows that it was delivered, but I NEVER RECEIVED IT.I previously reached out to your chat support team and was assured that I would be refunded for the missing package. However, it's been weeks and I STILL HAVEN'T SEEN A REFUND.I'm extremely dissatisfied with the lack of follow-through and communication from your team. I'm requesting immediate assistance with a refund for my missing package. I would appreciate it if you could look into this matter urgently and provide a refund as soon as possible.Please let me know what steps I need to take next to resolve this issue. I hope that you will take my complaint seriously and take immediate action to correct this situation.
Business Response
Date: 03/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund or exchange experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Initial Complaint
Date:02/22/2025
Type:Service or Repair 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 been shopping B&BW for years as well as a rewards member. I buy all my candles, wallflowers, hand soap ect. from B&BW only.I am extremely disappointed and do not know about supporting B&BW with my business. When the ****** collection was to come out I was excited as a ****** fan & was on the presale for members on Feb 11th & 12th but to no avail items I wanted were not available they sold out ? But I still had the Feb 16th public sale to get the items I wanted. I was up at 6 am to buy online but wasnt able to get on the site it was froze up and continued to freeze up. I am disabled and do not drive I got my daughter to bring me to the B&BW local before they opened and we waited in a line. As we got in there was people grabbing multiples of items and I did not end up with any of the items I was there for. The problem I have with this is many in store spoke off how they will resell the items. If youre not gonna put out enough product then put a limit per person! As these people are selling items that cost $15 for now $50+! I was extremely upset I couldnt get the few items from the ****** collection I wanted. Especially hard when your in a wheelchair and people are pushing and doing anything necessary to get these items. I was there for the gold mirror, 2 belle hand sanitizer holders, the Cinderella carriage candle holder , and the castle candle holder. I got not one of these items. When asking the employees if more would be in they said probably not. I really cant say that I want to continue to shop with a company that supports/ condones this behavior. Why advertise this collection then not put enough product out? Very bad business and I being disabled and the money I have well I just dont want to contribute to a company that cares so little about me. I was a devoted customer but I am definitely looking now to change that. I think when a business becomes so big that the customers become so small and mean so little well then I leave and go elsewhere!
Business Response
Date: 02/27/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:02/21/2025
Type:Service or Repair 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.
This could have been a total house fire with a complete loss. I have attached images to show the candle. We have been customers for years and have never had a major issue. This is complete neglect on their part for not producing a safe product. I will be reaching out to everyone and anyone. This needs to be addressed before someone gets hurt or a fire. We had to wait to move it and by then it had started to melt as well as the breaking of the glass and hole in the side. I burnt my hand because my first instinct was to grab it. I called the customer care and they told me there was not an email I could email my concern and to call back tomorrow. This will definitely not be overlooked.
Business Response
Date: 03/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the repair experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Customer Answer
Date: 03/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22975640

I am rejecting this response because:

Regards,

******** *******
Customer Answer
Date: 03/03/2025
Hello. I have tried several times to call and email. I am either on hold for up to 25 minutes before I end the call or I do not get a response from my emails which I have sent in the attachments. My favorite response that I did receive was to be at my phone at 2 so someone could call me. Didnt ask what a convenient time for me would be. I am working at that time in a factory and if Im not working then I am taking of my father who is on hospice. Again the candle could have caused a fire and what would I have done with my helpless dad. He is hes bound and can not move or communicate. I actually just thought of that scenario and it makes me sick.
Im a simply asking for respect and just tell me how you want pan on resolving this and then we can go from there.
Sincerely
******** Stevens
Business Response
Date: 03/10/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the repair experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Initial Complaint
Date:02/17/2025
Type:Service or Repair 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 relocated last year in 2024 and updated and changed my address to continue receiving postal mailings and coupons. Nothing has been sent to my new home, but I was receiving one every month prior to moving.
Business Response
Date: 02/20/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your Guarantee Or Warranty experience. We are pleased we were successful in finding a satisfactory resolution based on your Guarantee Or Warranty concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:02/17/2025
Type:Service or Repair 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 uploaded 2, $50 gift cards into the bath and body works app and the amount vanished. I contacted the company and they told me that there was nothing they can do. Now I am down $100. They offered no solution. If there is no safeguard on their app, it needs taken down.
Business Response
Date: 02/20/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:02/16/2025
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 ordered items online. 5 hrs prior to the store opening knowing the product is popular. At 4 pm I got an email to pick up my order only to find out they did not products. The employee stated they were busy and sold all the product in store before they could pull my order.I purchased the product prior to these people she told me they get to the orders when they can and if I wanted product I could have come in I purchased online to ensure I received it Only to be told I was not going to get it because they sold it
Customer Answer
Date: 02/19/2025

******* ******* <*********************************>
Feb 18, 2025, 3:18 PM (19 hours ago)
to disputeresolution

22949670.

Here the receipt of purchase
I was told at 4 pm when I got email that I could pick up order
Multiple item were not there because they were busy and didnt pick they order and sold them in store so item then was sold out
Sent from my iPhone

Begin forwarded message:

From: Bath & Body H32**3632383430303131H <********************************************************************>
Date: February 16, 2025 at 6:52:16 AM MST
To: *********************************
Subject: Received! We'll start working on your pickup order (00474253453337).

Bath & Body H32**3632383430303131H
Order Number
00474253453337
Order Date 2/16/25
Progress Thanks for your order!
Hi *******,
Well start putting it all togetherbut hold tight for a moment.

Well email you when your order is ready for pickup.

Questions? Visit our ************* page.

Progress
icon 19 item(s) being picked up
Surprise Marketplace
**********************************************************
85374, *************
Todays Hours: 11AM-null
******* ******* will pick up this order.
icon
Is this a gift?
See an associate for free (!) cello wrap and ribbon.

Your order cant be changed at this time.

Your Items
icon Picking Up at Surprise Marketplace: 19 Item(s)
Light-up Carriage Pedestal 3-Wick Candle Holder
Light-up Carriage Pedestal
3-Wick Candle Holder
Item No: 028013640
QTY 1 $99.95
Light-up Castle Cloche 3-Wick Candle Holder
Light-up Castle Cloche
3-Wick Candle Holder
Item No: 028013642
QTY 1 $59.95
Belle Diamond Shimmer Mist
Belle
Diamond Shimmer Mist
4.9 fl oz / 146 mL
Item No: 028009581
QTY 1 $17.95
***** ******* Shimmer Mist
Tiana
Diamond Shimmer Mist
4.9 fl oz / 146 mL
Item No: 028009580
QTY 1 $17.95
Ariel Ultimate Hydration Body Cream
Ariel
Ultimate Hydration Body Cream
8 oz / 226 g
Item No: 028009570
QTY 1 Free
Belle Coin Purse
Belle
Coin Purse
Item No: 028014030
QTY 1 Free
Light-up Tiana&#**;s Place PocketBac Holder
Light-up ******* Place
PocketBac Holder
Item No: 028013717
QTY 1 $14.95
Ariel PocketBac Holder
Ariel
PocketBac Holder
Item No: 028013719
QTY 1 $9.95
Belle Lip Gloss
Belle
Lip Gloss
0.47 oz / 14 mL
Item No: 028009763
QTY 2 $17.90
Tiana Lip Gloss
Tiana
Lip Gloss
0.47 oz / 14 mL
Item No: 028009762
QTY 2 $17.90
Tiana Lip Gloss
Tiana
Lip Gloss
0.47 oz / 14 mL
Item No: 028009762
QTY 1 Free
Ariel Lip Gloss
Ariel
Lip Gloss
0.47 oz / 14 mL
Item No: 028009764
QTY 2 $17.90
Belle PocketBac Hand Sanitizer
Belle
PocketBac Hand Sanitizer
1 fl oz / 29 mL
Item No: 028009942
QTY 1 $1.95
Tiana PocketBac Hand Sanitizer
Tiana
PocketBac Hand Sanitizer
1 fl oz / 29 mL
Item No: 028009941
QTY 1 $1.95
Ariel PocketBac Hand Sanitizer
Ariel
PocketBac Hand Sanitizer
1 fl oz / 29 mL
Item No: 028009943
QTY 2 $3.90
Not seeing everything in your order? Find complete details here
Pickup Information
An authorization hold has been placed on your card. Your account will be charged at the time of pickup.
To pick up your order, you'll need to bring a valid government-issued ID or the email saying that your order's ready for pickup.
Once your order is ready, well hold it for 5 days.
Returns: Refunds will be issued back onto the original payment method. If you paid by gift card, a new e-gift card will be emailed to you within 24 hours. (See full return policy.)
Billing
Bill To
******* *******
*****************
Surprise, AZ 85387
*************
Payment Method
Credit Card
$307.88
Payment Summary
Merchandise Subtotal $282.20 USD
Order Pickup - Surprise Marketplace FREE
Sales Tax $25.68 USD
Order Total (USD) $307.88

Business Response
Date: 02/20/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your delivery experience. We are pleased we were successful in finding a satisfactory resolution based on your delivery concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/20/2025
[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:02/14/2025
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.
-said my card was refunded for an order on the 5th it wasnt. Have repeatedly asked for replacement. We get nowhere and keep magically getting disconnected.
Business Response
Date: 02/23/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Initial Complaint
Date:02/11/2025
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 ordered 24 foaming hand soaps on sale for $2.99 each on December 27, 2024. They were to be delivered by January 8, 2025. I received notice from ***** that something went wrong with my order and item were sent back to Bath & Body Works for reshipment. I never heard from Bath & Body Works. I kept waiting and waiting for my order. I finally called on January 31, 2025 - was told they would send me all but four items (which were out of stock). The order never came. I called again on February 8, 2025, was told the order would be overnight expressed. Never received. I called again on February 11, ******************************************************************************************************* their place. The only option was to receive a refund. I explained I just needed to receive hand soaps for that price and ****, the person on the phone, kept repeating that he could not do that. A refund was my only option. I feel totally ripped off. I should be able to get 24 hand soaps for $2.99 a piece. It is not my fault Bath and Body Works messed up. Bath and Body Works should make things right and allow their customers to get the price they were promised at the time of purchase. This is wrong. These items were for gifts for special people and now they can no longer get their gift. I don't believe I will be shopping at Bath and Body Works in the future. I will be looking for other soap products soon.
Business Response
Date: 02/16/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your customer service experience. We are pleased we were successful in finding a satisfactory resolution based on your customer service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/18/2025
I am so happy with how Bath and Body Works responded to my complaint. Within 24 hours ******** responded to me via both a phone call and an email message. I spoke with ******** on the following day and she was so kind and understanding. She apologized for what had happened with my order and went over and beyond to make things right. I am truly impressed with how Bath and Body Works handled the situation. I felt bad writing a complaint with the BBB (have never done it before), but I got my situation with my order resolved. I told ******** I wish I could have reached out to her directly and she made note of it.
Thank you Bath and Body Works (mostly ********) for making things right. I will continue to do business with you for sure. By the way, the workers at my parents' assisted living home LOVED their hand soaps and felt appreciated. Yay!

Better Business Bureau:

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

Regards,

**** ******
Initial Complaint
Date:02/09/2025
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 1/12/25 I placed an order with Bath & Body Works (Order # **************) for $193.90 USD. I received two items that shipped separately from the main order, leaving the remaining order of $180.97 USD. I absolutely NEVER received the remaining shipment of $180.97 USD. I never received any shipping information on the remaining shipment. I called customer support and was told that the package was sent out and delivered. My husband and I immediately scanned our property to no avail. I called customer care back and explained the problem once again and the representative was very nice and said that its okay, these things happen, it was most likely stolen and that he would replace the shipment. He then proceeded to write up a ticket for the re-shipment. I was told to check my email in the next week for the shipping information. A week later, I received a very cold email from the corporate office stating that once the shipment is delivered, the company is not responsible for theft and my request was DENIED! I immediately called customer care and after an hour of back and forth, the company told me that I would not get my money back OR a re-shipment of the products that I ordered. I was told that their shipments do not carry insurance. I asked what to do and I was told that NOTHING CAN BE DONE! So the company doesnt care about their loyal customers and cheated me out of my money. I opened a dispute with my bank, in which I was told that Bath & body Works was fighting against me aggressively. I lost my dispute and was told by my bank that the company might have some sort of policy to not take responsibility against theft. I was NOT aware of any policy at the time of purchase as I have spent thousands of dollars with this company over the years and always purchase with confidence. The company has a legal responsibility to inform their customers that they are NOT RESPONSIBLE for stolen shipments, and WILL TURN their backs on loyal customers who fall victim to theft!
Business Response
Date: 02/13/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/14/2025
[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,

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

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Bath & Body Works is NOT a BBB Accredited Business.