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

  411 South County Center Way Saint Louis, MO 63129

• 

  Bath and Body Works

  6415 Labeaux Avenue NE Albertville, MN 55301

• 

  Bath and Body Works

  3377 E State St Hermitage, PA 16148

• 

  Bath & Body Works, Inc.

  1620 E 10th St Roanoke Rapids, NC 27870-3199

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:12/13/2022

  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 an order online with Bath and body works for $108.21 on November 26th 2022. I had to speak to customer service four times before order even processed. On December 10th the email stated that the order shipped. The second email states that an item in the amount of $13.33 was no longer available and that the new total is $94.88. I was just feeling grateful that the order was finally on it's way. That morning my husband said that the bank account had $11.00 in it. The $108.21 has been taken out of my account by bath and body works twice. It's the account being used for Christmas shopping. It's very upsetting. I spoke 2 times to customer service representatives about my account being refunded, but see no correspondence , no email. Neither charge(including the $13.33 for out of stock wallflower) have dropped off. As if I wasn't feeling like I got beat enough, my order still hasn't left It's original location yet. Yes, it's December 13th. I placed this order 17 days ago. Total of 6 calls over the course of the past 10 days. I have been nothing but kind, patient , and understanding with customer service representatives. At this point I have to take this avenue. I am extremely annoyed at this point. It has taken up too much time, I want the money I'm owed back so I can finish my holiday shopping and get my order here. Immediately.

  Business Response

  Date: 12/21/2022

  We are so very sorry our customer was charged incorrectly for her order. We certainly understand her disappointment and we have noted her feedback. 
  
  As an apology for our customer's experience, we have created a request for a $40 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 the 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. 

• Initial Complaint

  Date:12/12/2022

  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 12/01 I purchased items at bath and body works all my items came damaged and someone took broke off the nutcracker of one of the plug ins and put it back. I called for a replacement they did send me a replacement but one of the plug ins I received was not damaged but looked like they’re not putting the products in properly plus the box was open. I had did a investigation with the post office and they are looking in to it but now since I have received a second replacement of one of my plug ins I feel that someone at bath and body is not packing them right or deliberately sabotaging the products I have another shipment coming in and if this happens again I want a full refund the items are coming in by the 15 but they should still be held accountable for the first order because this was unacceptable. I hope they packaged the other replacement right because if not it will be going back but I want answers on why this is happening none of my other boxes are coming in this way just bath and body.

  Business Response

  Date: 12/21/2022

  We are so very sorry our customer's order arrived damaged and her reshipment was not packaged properly. We certainly understand her disappointment and we have noted her feedback. 
  
  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 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: 01/05/2023

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:12/12/2022

  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.

  When I initially called on 12/12 at 7:15 pm for order number **************. The representative I spoke with was rude. I asked to speak with a supervisor, she just placed the hold music in my ear. I deserve better customer service. She only said yo me well the money is back in your account. I know that, but didn’t give me the best customer service. And why would I go to the store to purchase the candles at a higher price. I feel this order should be replaced with equivalent candles or the same candles.

  Business Response

  Date: 12/28/2022

  We are so very sorry our customer has had to contact again, regarding an issue with a different order.  
   
  We spoke with our customer by phone on 12/28/2022 to ensure we have resolved all of her concerns. The customer expressed she did in fact receive her replacement candle this afternoon, however, she still has not received the addition 20% and shipping credit processed on 12/21/2022. We were able to forward the credit confirmation to the customers preferred email and she received it within a couple moments. We advised today was the 4th business day since her credit had been processed, and informed her that the method of payment used on the order usually takes around 7 business days to reflect. The customer indicated that she will continue to monitor her statement for the credit and 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: 12/29/2022

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

• Initial Complaint

  Date:12/12/2022

  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.

  On 12/1/22 I entered the line to purchase candles online for the early access candle sale the company offers every single year. EARLY access for members order processed roughly about 9:30 ish ….one hour and 30 minutes into the sell Order Number ************** this morning I get a notification that they cancelled at 17 of my candles and shipped one to me…one single candle and the total for that one candle was nearly 20 dollars after shipping and handling of a customer orders 18 candles personally as a business order I wouldn’t even insult the customer sending one. Also if you have a early access sale that I had to wait in line an hour for to not get anything but one single candle is even more insulting…what was the system for what was the wait for i literally ordered the first day an hour later she I have a family member who ordered the same exact candles after me give or take and her order arrived today she literally ordered at the very end of the sale and how is it today I can put these sane cancelled candles in my cart with no problem for an order of this size on a one day annual sale you’d think the company would even allow a customer who had to wait to purchase in a queue the ability to chose additional fragrances if need be not just cancel the order if looking at my profile you can clearly see how much I buy these candles often times weekly. This was very wrong on so many levels!!

  Business Response

  Date: 12/14/2022

  We are so very sorry our about our customer's experience with her online order. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/13/22, we processed a full refund for our customer's order in the amount of $18.11. She should receive a confirmation email within 24 hours, and the refund back to the original form of payment used on her order within 3-5 business days. 
  In addition, we have also replaced our customer's order honoring any sales, promotions, or coupons redeemed on her original order. 
   
  We spoke with the customer by phone on 12/13/2022 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:12/10/2022

  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.

  We orders from bath and body works for the $4.35 on select items with a code. We added everything to the cart and it said sub total 104, 6.99 for shipping and 6.49 for taxes when hitting confirm order it said the total was 299.45. It charged our card 299 and a recipt emailed says 299. When we called the first time it said the charge on their side says $117 and offerd to cancle but ited take 4-5 buisness days which means we miss out on the deal. So we waited a day and called back and proceeded to be put on a infinite hold for escalation.

  Business Response

  Date: 12/21/2022

  We are so very sorry to hear about our customer's online ordering experience. We certainly understand their disappointment and we have noted their feedback. 
   
  We made three attempts to contact our customer by phone, and three attempts by email. We were able to make contact once by email, but we were unable to make further contact to resolve our customer's 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:12/10/2022

  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 Oct. 21st I went to the bath and body works located @ Governer's square mall in Clarksville TN. NEVER again will I go back here!!!! First off the employees there are so freaking rude, they were rude enough it brought tears to my eyes and 2 year old said mommy whats wrong don't you cry. My daughter had a pretty bad cough however with her only being 2 years old her and I both had on masks all though her cough was just a lingering cough (she was no longer sick or contaigous) I was asking the worker questions about prices and what not. So when I was ready to check out she is the one who was checking us out she was using an insane amount of hand santitizer repeatetdly and she said in a digust type of way " I really wish people would keep their sick ass kids home instead of spreading around viruses" 1st of all she isn't the or a dr show she had no right to be "diagnosing" my child with anything and 2nd my daughter was no longer sick only a lingering cough! I was so embarrassed i litterally cried!!! I spent $197 that day on 3 of my body sprays the pumps will not work to spray and several candles wouldnt stay lit!! I am a long time customer (just not of this exact location) and to be honest I don't ever want to shoop with this company atleast until this issue has been made right! This is wrong on soooo many levels. I would had shopped online but for some reason none of my codes would work and it kept saying my cart was empty when infact it was not!

  Business Response

  Date: 12/13/2022

  We are so very sorry we did not meet our customer service promise when our customer visited our Governer's Square Mall location on 10/21/22. We certainly understand her disappointment and we have forwarded her experience to the store's leadership team to be addressed in-store. 
  
  On 12/13/2022, as an apology for our customer's experience, we have processed a request for a $50 e-Gift Card to be sent to our customer's email. She should expect to receive this e-Gift Card via email within 3-5 business days. 
   
  We spoke with the customer by phone on 12/13/2022 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: 12/14/2022

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

• Initial Complaint

  Date:12/10/2022

  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 and confirmation and it was never received. I need my gifts. This is unacceptable.

  Business Response

  Date: 12/14/2022

  We are so very sorry our customer did not receive her order. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/14/22, we replaced our customer's order honoring all sales, promotions, and coupons redeemed on her original order that failed to process. 
   
  We spoke with the customer by phone on 12/14/2022 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: 12/15/2022

  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. They had an issue with lots of orders, but corrected it and gave a price break for the inconvenience. 
  

  Regards,
  
  
  
  ******* ***********

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 19/Nov and received a confirmation email with an order number (**************). Three days later I received an email indicating that the order had been cancelled and that we were not charged for any of the items. However, I paid with $60 from a B&BW gift card, which was taken from that gift card. Additionally, the points we used for a free reward in the order were also deducted.
  
  I spent an hour on 9/Dec on chat (at around 5pm EST) with two people on customer service chat (******* & ******** ******) who basically closed the chat without solving the problem. They both claimed that they could not find the order, despite us having an email from Bath and Body Works with the confirmation details (which I shared as a snapshot in the chat). I asked to speak with a supervisor (twice) and both times the chat was terminated at that time, though one of the times they asked me for my phone number so that the supervisor would call (which of course never happened). One of them claimed that the details of my concern were noted in my account, but that was not the case when my wife called.
  
  Then my wife called B&BW customer service. The first person terminated the call after 14 minutes and the second person did the same after 58 minutes, after indicating that she would return the money to our gift card and send the items. In the last step of that process, the call was discontinued
  
  In summary, B&BW has our purchase, $60 of our money, a product that we should have received with our rewards points, and 3 hours of our time wasted today on chat and calls with customer service that closes chats or hangs up on us.
  
  How is it possible that body and body works sends a confirmation email with an order number and nobody can locate that order, especially if a gift card has been charged for it AND reward points have been taken from the account for an item. And, 4 different people in customer service terminate the conversation abruptly without solving the problem?

  Business Response

  Date: 12/14/2022

  We are so very sorry our customer's order did not fully process and we did not meet our customer service promise when our customer contacted our customer care team for assistance. We certainly understand his disappointment and we have shared his experience. 
  
  On 12/14/22, we replacing our customer's order honoring any sales, promotions, or coupons redeemed on his original order. 
  In addition, as a sincere apology for our customer's experience, we have also processed a request for a $45 e-Gift Card to be sent to his email. He should expect to receive this e-Gift Card via email within 3-5 business days.  
  We have also processed a request for an offer for 20% off his next in-store purchase. He should expect to receive this offer by email within 24-48 hours. 
  
  We spoke with the customer by phone on 12/14/2022 to ensure we have resolved all of his concerns. The customer indicated that he is satisfied with the resolution provided and does consider this successfully resolved. 
   
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer. 

• Initial Complaint

  Date:12/09/2022

  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 on the app order, during a sale on November 21st, 2022. I payed with PayPal as I always do with all online shopping, and never had an issue, till now. There is absolutely nothing I can do on PayPal's side, only on Bbw side. I have reached out several times and nothing has changed. I got a confirmation email with an order number that doesn't exist. My money was taken but my order does not exist? How is that possible? There must be a bug on the BBW google app. If I look up my order number from my confirmation email with bbw on their website it says error. I log into my account that I know I was logged into during the transaction and there is no history of any transactions, or orders, or no points accumulated on my account. The order is still "pending" on PayPal, but when I try to resolve there it won't let me even open a ticket with them and says must work out with merchant, which is nearly impossible. My money was withdrawn from my bank account, pending on Paypal but seems nonexistent on bbw. Order number fails, invoice number fails. I don't understand. Then my confirmation email says will be delivered by the 1st of December, but I cannot locate anything to do with the order. Money is taken, order doesn't exist.

  Business Response

  Date: 12/14/2022

  We are so very sorry our customer's order did not fully process. We certainly understand her disappointment and we have noted her feedback. 
  
  Our records show that on 11/21/22, an error prevented our customer's order from processing to fulfillment. Any charge that our customer sees for this order is a pre-authorization hold, which typically drop within 7 business days, but can take up to 30 business days based on the form of payment the customer used. 
  
  On 12/13/22, as an apology for our customer's experience, we processed a request for a $40 e-Gift Card to be sent to our customer's email. She should expect this e-Gift Card via email within 3-5 business days. 
  In addition, we have processed a request for an offer to be emailed to our customer for 20% off and free shipping on her next online order of $50 or more. She should expect this offer via email within 24-48 hours. 
  
  We spoke with the customer by phone on 12/13/2022 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: 12/15/2022

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

• Initial Complaint

  Date:12/08/2022

  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.

  BBB website had significant challenges while trying to purchase gifts for Christmas. On numerous occasions, I had to re-log in, re-select the items initially, and then re-fill out the information to check out. I had added the blanket promotion to the order each time. The blanket is free for $45 orders or more. I placed an order for $75. In the final order that I was able to place, the blanket was no longer in the basket, and so I contacted customer service online. After waiting in the queue for about an hour to an hour and a half, the service rep stated "can't help you" and then logged off. There is nowhere to be able to address the matter, and the promotion is only available from 8pm to midnight.

  Business Response

  Date: 12/15/2022

  We are so very sorry to hear about our customer's experience when attempting to place her online order and our failure to meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/14/22, we made contact with our customer's spouse by phone and were advised that our customer is not interesting in speaking with us to discuss and resolve her 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 invite our customer to reach back out at her earliest convenience so we can make this right.