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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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 order 12/02/22 on candle day put in the correct information and everything now my products is being returned back to sender called bath and body works they stated my address is correct with them but usps states i need to update my address with sender this is a complete nightmare and very frustrating when i know i put everything down correct i need it by Christmas

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer's order was returned to sender. We certainly understand her disappointment and we have noted her feedback. 

      Our records show that our customer's order was fully refunded on 12/8/2022 in the amount of $29.11. She should have received a confirmation email for this refund within 24 hours, and the funds back to the original form of payment used for this order within 3-5 business days. 

      We made three attempts to contact our customer by phone, and once via email. We were unfortunately unable to reach 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:12/07/2022

      Type:Product Issues
      Status:
      Answered
      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.
      at the lexington kentucky store i went to exchange white pumpkin and chai body cream for bright christmas morning body cream only because i had accidentally bought two the week before and i was told that i couldn’t do a even exchange because white pumpkin and chai wasn’t on the floor so i had to buy it and not exchange. after checking out and leaving the the store i saw the white pumpkin chai body care items on the wall. if the line wasn’t so long i would’ve went back to inform the employee that it was still on the floor and that i should’ve been able to do an even exchange.

      Business Response

      Date: 12/21/2022

      We are so very sorry to hear about our customer's exchange experience when she visited our store. We certainly understand her disappointment and we have noted her feedback. 

      We made three attempts to reach our customer by phone, and three attempts by email. We were able to make contact with our customer via email, but were unfortunately unable to make further contact. 
       
      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:12/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order to be picked up in store. When I placed my order I used a coupon for a free item, and utilized the wallflower deal of the day where you buy a plug in get the wallflower free. Of course I receive a email stating that two of my items are not in stock and my coupon/deal is lost. Contacted customer service and of course they were not helpful. I am basically out of my coupon and Christmas plug in. It seems as of they need better inventory control. If I place an order and it states in stock for pick up that needs to be accurate information.

      Business Response

      Date: 12/12/2022

      We are so very sorry the items our customer used her coupons on were cancelled from her order due to being out of stock. We certainly understand her disappointment and we have noted her feedback. 

      On 12/9/22, we added 2 new rewards to our customer's rewards account to replace her cancelled offers. She should see these rewards added to her account within 72 hours. 
      In addition, we have sent our customer an offer for $10 off her next online order of $30 or more. She should receive this offer via email within 24-48 hours. 

      We spoke with the customer by phone on 12/9/2022 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:12/07/2022

      Type:Delivery Issues
      Status:
      Answered
      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 received an email stating that my package was delivered. It was not delivered. I called and was told that they could not help because the order was shown as delivered and I would have to call back another day.
      I spoke with a supervisor, Sam and told them that I was on the phone with them now to get this resolved and not calling another day. She said it was delivered. I said it was not and I would need her name for a police repost because if they said it was delivered and I don’t have it the package must have been stolen and I needed to report it. She refused to give me more information and I said I would further report this to the better business bureau. She then said I was threatening her because of the police report and BBB complaint. I told her I was not and I wanted her to apologize for stating that. When she refused to apologize and to help I stated that I would stop payment since I did not have the items. She told me that I was being a fraud for that because the order was delivered. I have 2 cameras in my door and porch and there is no evidence of anything being delivered.
      So now I am out of the items I ordered, out the money for the order, being mistreated by this person saying that I am threatening her and at a total standstill with the underhanded way this is being handled.
      If the items were delivered they were stolen
      If the items weren’t delivered, I have been lied
      In all cases I am receiving no help from the customer service and being told to keep calling back

      Business Response

      Date: 12/12/2022

      We are so very sorry our customer did not receive her order that was scanned as delivered, and we did not meet our customer service promise. We certainly understand her disappointment and we have forwarded her experience to our leadership team to investigate and coach the associate involved. 

      On 12/9/22, we fully refunded our customer's order in the amount of $199.12. She should have received a confirmation email within 24 hours, and should receive the refund to the original form of payment used on her order within 3-5 business days. 
      In addition, on 12/10/22, as an apology for our customer's experience, we have also submitted 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 the customer by phone on 12/10/2022 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:12/07/2022

      Type:Product Issues
      Status:
      Resolved
      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 12 candles I need to return. I understand that they have a new policy that you can’t return more than $250 worth of items in a 90 day period that began in November. However, I purchased all of these items before that policy was an in effect and at the time of this purchase the policy was return any product at any time for any reason with no limitations. I understand since then they’ve implemented new policies however at my time of purchase I was promised I could return these candles for an even exchange in store and there were no limitations. When I went to the store yesterday because I had done another return a few months ago I was unable to return my products because of their new policies. When I bought these products the policy was not in place it was a limitless exchange with unused items. if they have since implemented a policy it shouldn’t affect orders that were made and purchase promises before that date. New policies cannot be retroactive to purchase is made prior to the date of that new policy. This was online orders and I tried to return them to the Warwick mall in Warwick ri.

      Business Response

      Date: 12/14/2022

      We are so very sorry to hear about our customer's experience with our updated return policy. We certainly understand her disappointment and we have noted her feedback. 

      On 12/9/2022, as a sincere apology for our customer's experience, we have processed a request for a $150 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 were able to make contact with our customer on 12/9/22, but unfortunately our call was disconnected before we could ensure our customer's concerns were resolved. We made three additional attempts to contact our customer by phone, and two attempts to contact her by email, but our attempts were unsuccessful. 
       
      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 did get a quick response from the business. I still don’t agree that they should be able to sell a product then retract the guarantee after the purchase has been made. I understand policies change in accordance to how that business has to implement changes for abuse of a guarantee. I just feel for purchases made prior to that change the original promise should be grandfathered in. However, the business did compensate me for the money I lost in not being able to return my products, so I am satisfied with the outcome. I will change my amount and buying habits with BBW, but feel they were fair in making things right on my previous purchase. 

    • Initial Complaint

      Date:12/07/2022

      Type:Product Issues
      Status:
      Answered
      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.
      nov 11.2022 ordered a bunch of plug in oils that was delivered to me damaged and messed up my table from the leaking box off the oil, it removed the paint off my very expensive dining table and cut my husband. i wanted to get a refund for this stuff i wasted my money on but SHAE E denied me a refund or a reshipment of $408.56.

      and the damage on my dining table which is now discontinued. i spent a lot of money on that table.

      Business Response

      Date: 12/21/2022

      We are so very sorry to hear about our customer's Wallflower experience. We certainly understand her disappointment and we have noted her feedback. 

      We made three attempts to contact our customer by phone, and once via email. We were unfortunately unable to reach our customer to discuss 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 appreciate the opportunity to amend our relationship with you as a loyal customer. 

    • Initial Complaint

      Date:12/06/2022

      Type:Delivery Issues
      Status:
      Answered
      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 placed two orders and they shipped them both with a sketchy carrier. The carrier never attempted to deliver none of the packages as per my doorbell camera but marked them refused. I contacted customer service on 12/05 told them refund me or ship using a different carrier. The supervisor and associate promised to send via two day shippping with a different carrier. They then proceeded to ship again with the same carrier who keeps lying about delivery attempts. I called their useless customer service today and they refused to do anything to rectify this situation. I've been using these products for over two decades and will no longer be shopping with bath and body under no circumstance. I'm also a fragrance influencer and will be letting my audience know. I waited forever for you people to ship. Spent an hour on the phone with customer service. You failed to honor our ratified verbal agreement. Now my money and products are gone.

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer did not receive her orders and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 

      We made three attempts to reach our customer by phone, and two attempts by email. We were able to make contact with our customer via email, but we were unfortunately 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:12/06/2022

      Type:Product Issues
      Status:
      Resolved
      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 11/11/22, I placed an online order. I received my items, but I did not like one of them, so I took it to a store to exchange it for the same item in a different scent on 11/27/22. When I got to the cashier to check-out, the cashier told me she couldn't exchange the item & that she would have to refund me for the first item ($11.44), & then I would have to pay for the second item ($15.07). She informed me that since I bought the first item at a lower promotional price, I would have to pay the difference for the second item which was at a different promotional price, even though it was an identical item aside from the scent, & both had the same ticket price ($26.50). I was basically being penalized for trying to exchange an item that was discounted differently that day. When I questioned this, the cashier said, "It's only like $3," which was extremely rude & insensitive, as she has no idea about my financial situation or what the difference in a few dollars means to me or my family. I called customer service immediately after this & was told that they would refund the difference & the cashier did not handle the situation appropriately. I waited 6 business days and still did not see the refund on my account. I called again on 12/5/22 & was told to wait another day for the refund. I waited another day & called again on 12/6/22. After being put on hold for 10 minutes, the call was disconnected. I called again, and the representative I spoke with again told me to wait another day and call back. When I asked to speak to a supervisor, the call was disconnected. I then tried chatting online, and the representative told me should could not help me with "an in-store" return, which is not what I was asking about. She then told me I had to call, & she abruptly ended the chat. I called back again & was told yet again that I need to wait another day & to call back if I still don't see the refund. This is absolutely atrocious customer service, & I still don't have my refund.

      Business Response

      Date: 12/12/2022

      We are so very sorry we did not meet our customer service promise when our customer visited our store to exchange her items, and when she contacted our customer care team for assistance. We certainly understand her disappointment and we have shared her experiences with our leadership team to coach the associates involved. 

      On 12/8/22, we refunded our customer's shipping fee in the amount of $7.57. She should have received a confirmation email within 24 hours, and the funds will post to the original form of payment used on her order within 3-5 business days. In addition, we have sent our customer an online offer for 20% off and free shipping on her next order of $50 or more. This offer will be emailed to her within 24-48 hours. 

      On 12/12/22, we processed a request for a $25 e-Gift Card to be sent to our customer as an apology for her experiences. She should expect this e-Gift Card via email within 3-5 business days. 
       
      We spoke with the customer by phone on 12/12/2022 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: 12/13/2022

      I accept the business's response to resolve this complaint, and I appreciate them addressing all of my concerns fully and following up with the representatives I encountered.

    • Initial Complaint

      Date:12/05/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 November 11/24. Received an email 11/25 that my order has been shipped. When I click the option to track my package it states "Awaiting Carrier Pickup". I've called customer support several times over the past 3 days and received a different response each time. This is utterly ridiculous! Thr customer service is poor and a waste of time.

      Business Response

      Date: 12/08/2022

      We are so very sorry our customer's order was delivered to the wrong address. We certainly understand her disappointment and we have noted her feedback. 

      On 12/7/22, we issued a refund for our customer's full order in the amount of $211.04. She should have received a confirmation email within 24 hours, and the refund back to the original form of payment used for her order within 3-5 business days. 
      We have replaced our customer's order by placing new orders honoring the original sale pricing from her initial order.  
      In addition, we have also sent our customer an offer for 20% off her next in-store purchase, which will be sent to her email within 24-48 business hours. 

      We spoke with the customer by phone on 12/7/2022 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: 12/09/2022

      Better Business Bureau:

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

    • Initial Complaint

      Date:12/05/2022

      Type:Billing Issues
      Status:
      Resolved
      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 am so very upset! On all days this happened on candle day!!! I tried making an online order due to my child being sick with rsv so we really can't go anywhere. However when I go to check and enter the candle day code it would not allow me to get the candle day discount. This is horrible. And not to mention the last order I got of candles were all broken and I cut myself!!!

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer experienced difficulties placing her order. We certainly understand her disappointment and we have noted her feedback. 

      On 12/19/22, we replaced our customer's order by placing two new orders honoring any sales, promotions, or coupons redeemed on her original order. 
      In addition, we have also sent her an offer for 20% off her next order, which will be emailed to her within 24-48 hours. 
       
       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. 

      Business Response

      Date: 12/21/2022

      We are so very sorry our customer experienced difficulties placing her order. We certainly understand her disappointment and we have noted her feedback. 

      On 12/19/22, we replaced our customer's order by placing two new orders honoring any sales, promotions, or coupons redeemed on her original order. 
      In addition, we have also sent her an offer for 20% off her next order, which will be emailed to her within 24-48 hours. 
       
       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. 

      Customer Answer

      Date: 12/27/2022

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


      Customer Answer

      Date: 12/27/2022

      Thanks for making this right! 

      Better Business Bureau:



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


      Regards,



      ***** ****

    Bath & Body Works is NOT a BBB Accredited Business.

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