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

  2900 E College Ave State College, PA 16801

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

• 

  Bath & Body Works, Inc.

  1501 Ward Blvd Wilson, NC 27893-1503

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:12/02/2022

  Type:Sales and Advertising 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 just placed an order for $216.10 for 18 candles! The money was taken off my card, no confirmation email or anything. I called customer service and they stated they don’t see my order and there is nothing they can do. I spend $1,000s a year here and never had this bad of service! I just want my candles! I paid for 1 day shipping as well. There is nothing in my email and I’m the order section of the app! It’s crazy! I’m beyond frustrated.

  Business Response

  Date: 12/05/2022

  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 due to an error, our customer's order failed to process. Any charge our customer may see for this order is a pre-authorization hold that should drop within 3-7 business days. For an exact timeframe, we recommend she contacts her financial institution. 
  
  On 12/5/22, we promised to replace our customer's order honoring any sales, promotions, or coupons redeemed on her original order. 
  
  We spoke with the customer by phone on 12/5/2022 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:12/02/2022

  Type:Sales and Advertising 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.

  Bath and Body works has advertised the Big Candle Day event it allows you to stand in a virtual line and once you get in it doesn't show the price advertised and when you refresh it says that the timeframe has expired. I don't believe that they ever wanted customer to buy the products online and they want you to go into te store to sell you other products. If you visit Twitter there are thousands of other customers that have the same issue.

  Business Response

  Date: 12/05/2022

  We are so very sorry to hear about our customer's experience when shopping online during our Candle Day sale. We certainly understand her disappointment and we have noted her feedback. 
  
  As an apology for our customer's experience, we have completed a request for a $40 e-Gift Card to be sent to her. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  We spoke with the customer by phone on 12/2/2022 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:12/01/2022

  Type:Billing 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 been shopping at Bath and Body for many years spending hundreds of dollar especially around Christmas. Until Sept.18th of 2022 I was in the mall and saw that they had a small on some wall plugs on sales so I decided to pick up a few. I picked up four totaled $15.97. I mad me this purchase on my Valentine Gifts Card which had over $200 hundred dollars on it. A few day laterI went to purchase something on line from Amazon my order got kicked back saying the funds was not available on my gif ca so I went on line to check my balance and saw that Bath and Body works changed my card $ 235.16 on that day. I been calling them ever since that day but they refused to refund my balance. They pulled my receipt showing my purchase was $15.97 and I told them I can send them proof of my gift ca report this will show them the amount date and time but they say this will not help and the don’t have a e or fax for me to send this information. I think it’s really sad how people just take from other I want be doing my Christmas shopping from there this year. I just want everyone to make sure you are looking at your receipt for this want happy to you.

  Business Response

  Date: 12/06/2022

  We are so very sorry our customer's Visa Gift Card was used fraudulently. We certainly understand her disappointment and we have noted her feedback. 
  
  Since our customer's Visa Gift Card was used fraudulently, she will need to partner with her financial institution to dispute the charged. 
  
  As an apology for the inconvenience, we have processed a request for a $75 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. 
  
  We spoke with the customer by phone on 12/6/2022 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: 12/06/2022

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

• Initial Complaint

  Date:11/30/2022

  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 purchased a gift card from ******* for Bath and Body Works in the amount of $100. Tried to place an order on 10/3/2022 with the gift card in the amount of $75.22. The order was canceled within hours by BBW. Instead of them returning the funds to the original gift card they proceeded to issue their own gift card. This is not acceptable as I have spoken with ******* whom stated that the merchant needs to issue a refund to the original gift card in order for me to cancel the gift card.
  
  The store has kept the $75.22 and canceled the order. I have spoken with the store customer service as well as the purchaser(*******) of the original gift card. Who said the store has to return the funds back to the gift card which they are refusing to do.

  Business Response

  Date: 12/14/2022

  We are so very sorry to hear about our customer's experience with her gift card. We certainly understand her disappointment and we have noted her feedback. 
  
  We made three attempts to reach our customer by phone, but were unsuccessful. We were able to make contact with our customer once by email, but we were unable to make contact after our second attempt by email. 
   
  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:11/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been waiting for the arrival of my bath and body works package when I got an email informing me that my items had been returned. I was immediately confused as to how this was possible considering that I had never actually received my package. When I contacted Bath and Body Works customer service, they informed me that they could do nothing further for me because my shipment was damaged. I am frustrated because I purchased these hand soaps on a sale day, but they are no longer discounted. I also noticed that the company never refunded the shipping costs. After concerning these complaints, the customer service representative at Bath and Body Works, Natalie, advised me to enter my credit card information into my account, and she would reorder my items and honor the hand soap sale. Natalie disconnected from our chat after I entered my credit card information into the account and informed me that she was adding items to my cart. I am concerned that she may have added the incorrect items or charged my card without confirmation. I never received an email stating that a new order had been confirmed. In addition, I do not believe I should be charged for shipping again. I'd like to know what's going on with my order and whether my credit card is being charged again. I have attached images that include my order number as well as the amount that has been credited back to the initial payment, minus the cost of shipping. I am extremely dissatisfied with the way this situation was handled, please help me resolve it.

  Business Response

  Date: 12/08/2022

  We are so very sorry our customer's order was returned to sender and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 
  
  Our records show that on 11/29/22, we processed a refund for our customer's shipping fee in the amount of $7.59. 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. 
  
  On 12/7/22, as an apology for our customer's experience, we have processed a request for a $30 EGC 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 made three attempts to reach our customer by phone, and twice via email. We were able to make contact with our customer on the 2nd email attempt, but we were unable to confirm with our customer if 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:11/29/2022

  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 purchased ten items from bath and body online. When I received the order there were only two items in the package. I called customer service only to be put on hold for 29 minutes and the second call is now at 22 minutes but the recording has stopped so I am assuming I am disconnected again!
  
  I would like the balance of the order or a credit to my account. I guess there is no way to speak to anyone and I just wasted an hour of my valuable time.

  Business Response

  Date: 12/02/2022

  We are so very sorry our customer did not receive her full order and for the long hold times when contacting our customer care team. We certainly understand her disappointment and we have noted her feedback. 
  
  Our records show that our customer's order was split into two shipments that were delivered on 11/29/2022 and 11/30/2022. Our customer confirmed that she has received her full order at this time. 
  
  As an apology for our customer's experience when attempting to contact our customer care team, we have processed a refund on her order for 20% off and the shipping & handling fee. She should receive a confirmation email for this refund within 24 hours. Once she receives this confirmation email, she should expect the credit back to the original form of payment used on her order within 3-5 business days. 
  
  We spoke with the customer by phone on 12/2/2022 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: 12/04/2022

  [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:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two online orders for pickup at my local store on 11/28/2022. I received confirmation that they both were ready for pickup later that night. I went to pickup the order the next day and they gave me one of the orders, but couldn’t locate the other. They spent over 30 mins looking for it. Meanwhile other people were coming and picking up their orders. They ended up having to redo my order while I continued to wait. Finally after 45-50 mins I received the second order. My time is valuable and it felt like I was being ignored and disrespected. It honestly would have been faster to just grab items myself. Very disappointing. I requested a regional or district manager’s contact information because the store manager was the one helping me and was told I couldn’t have the information.

  Business Response

  Date: 12/02/2022

  We are so very sorry we did not meet our customer service promise when our customer visited one of our stores to pick up her order. We certainly understand her disappointment and we have shared her experience with our store's leadership team to address this with the associate. 
  
  As an apology for our customer's experience, we processed a request for a $40 e-Gift Card to be sent to our customer. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  We spoke with the customer by phone on 12/2/2022 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:11/29/2022

  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 the morning of November 29th I placed an online order that was to be a buy online pickup in store order for my local store. I used a coupon for a free body care product up to a $17.50 value with my purchase; however, my order was canceled because supposedly the store did not have the items in stock. I then reached out to customer service where I spoke with a woman by the name of ******* ******. I simply asked to have my coupon back since I was no longer going to be receiving products. She refused to honor my request and would only offer to give me a $10 off of $30 purchase coupon instead. This is totally unacceptable. There is no way a $10 off of $30 coupon is in any way comparable to a free product coupon up to a $17.50 value, and I demand that something be done about it immediately!

  Business Response

  Date: 12/01/2022

  We are so very sorry our customer's order was cancelled 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 12/1/22, as an apology for our customer's experience, we have processed a request for a $40 e-Gift Card to be sent to her. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  We spoke with the customer by phone on 12/1/2022 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: 12/01/2022

  [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:11/29/2022

  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.

  Tried to place a simple order online and apply coupons which were within the date range. Called customer service several times and chatted with an online customer service rep - all of this got me nowhere. I repeatedly asked to speak with a supervisor - none were available. At one point, I was promised a call back. That call never came.
  Again this morning, I've been on the phone for 12 minutes again... a supervisor was supposedly "willing to take my call".
  Horrible customer service!!!

  Business Response

  Date: 11/29/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us for assistance using her coupons on her online order. We certainly understand her disappointment and we have noted her feedback. 
  
  At Bath & Body Works, we take customer service issues seriously. We have shared our customer's experience to our leadership team, who will address the matter with the associates and coach accordingly.  
  
  Our records show that on 11/28/2022, we submitted a credit of $10.35 to honor our customer's coupon. On 11/29/2022, as an apology for our customer's experience, we refunded the remainder of our customer's order in the amount of $43.88.  
  Since our customer's order has not yet shipped, any charge she sees for her order is a pre-authorization hold, which typically drops within 3-5 business days of placing her order. Once her order ships, she will not be charged. 
   
  We spoke with the customer by phone on 11/29/2022 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: 11/30/2022

  
  I accept the business's response to resolve this complaint as long as the promised credits are received. As of now, the full charge is still pending on my credit card.

  Thank you.

  
  

• Initial Complaint

  Date:11/26/2022

  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.

  This customer charged me twice for $100.66 , at a time I am very limited in my I come and make rational choices for Christmas shopping. I could not pay my gas bill because it got denied due to them charging me twice. I called and they offered no assistance, spoke to 2 different poeple, both had no answer. They just say to wait 5-7 business days for the "charge to fall off". I never authorized this charge and certainly could not afford it at this time. Thanks a lot bath and body works. You should tell poeple they will he charged twice and have to wait a week for the second fee to go back to you!!! It's unfair that someone who struggles pay to pay has to be punished because of you , "system generated charge". However, if you did tell poeple they would not he making the purchase!! Awful to do, and there customer service was less then helpful.

  Business Response

  Date: 12/01/2022

  We are so very sorry our customer was charged twice for her online order. We certainly understand her disappointment and we have noted her feedback. 
  
  Our customer confirmed that the duplicate charge of $100.66 dropped from her account on 11/30/2022. 
   
  On 12/1/22, as an apology for our customer's experience, we processed a request for a $40 e-Gift card to be sent to her. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  We spoke with the customer by phone on 12/1/2022 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.