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

  3451 Harry S. Truman Blvd Saint Charles, MO 63301

• 

  Bath & Body Works

  8390 Tamarack Vlg Ste 506 Saint Paul, MN 55125

• 

  Bath and Body Works

  3377 E State St Hermitage, PA 16148

• 

  Bath & Body Works, Inc.

  861 Washington Square Mall Washington, NC 27889-3530

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:11/26/2022

  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 11/16/22 I placed an order for several items, equaling the total of $49.12. They were supposed to be delivered on 11/25, but were delayed. Fine, whatever…I only paid $7 for shipping but today I was outside with my husband and daughter putting up Christmas decorations and I got a notification that my package was delivered by FedEx. It was not, because I was standing right there! It wasn’t even delivered to a neighbor, as I didn’t see a FedEx truck on my block. So, I called Bath & Body Works to notify them and either get the package re-shipped or have a refund issued, but the customer service agent kept saying I have to “wait for my package to be delivered.” She was treating this as a case of the package being late or delayed, when that was not the case. It was delivered, but not to me and my Ring camera will show evidence that my package was not delivered to me. The customer service agent did not even look at the tracking, she just kept being dismissive and repeating that I had to wait and treating it like a delayed or temporarily lost package incident. Very frustrating, so I told her I’d just dispute it with my credit card company and then she had the audacity to threaten me and say I wouldn’t be “allowed” to shop online anymore. Wow, after that I don’t want to shop with Bath & Body Works AT ALL anymore. I also want my money back for the lost package. Will absolutely never be doing business with this company again and I’m a longtime customer who spends a lot of my hard-earned money with them. Never again.

  Business Response

  Date: 12/01/2022

  We are so very sorry our customer did not receive her order 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. 
  
  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.  
  On 11/30/22, we refunded our customer's full order in the amount of $49.12. She should have received a confirmation email within 24 hours notifying her. She should expect to see the refund post to the original form of payment used on her order within 3-5 business days, but up to 30 business days. 
  
  We made three attempts to contact the customer via phone, and one attempt to contact her via 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: 12/19/2022

  I am rejecting this response because: it has been almost a month and I still have not received this refund, all I received was an email stating that I will be getting a refund, but there has been no credit to my original form of payment! Bath & Body Works clearly is not taking my complaint seriously because they continue to give me the runaround every time I speak with customer service. They blamed my bank and so I spoke with my bank and as I suspected, they have nothing to do with this. They highly recommended that I just dispute the charge, as there is no reason for a refund to take this long…unless it wasn’t issued. So I believe I am being lied to and this refund was never issued, as there is no issue with my bank. There has been money going in and out of my account without issue. The issue here is Bath & Body Works.
  

  Business Response

  Date: 12/23/2022

  We are so very sorry our customer has not received the refund we processed for her order. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/13, as an apology for our customer's experience, we processed a request for a $100 e-Gift Card to be sent to our customer's email. Our records show this e-Gift Card was delivered to our customer's email on 12/16. 
  On 12/21, we processed a request for a check in the amount of $49.12 to resolve our customer's refund concerns. This check will be mailed to our customer within 14-21 business days. 
   
  We made contact with our customer by email on 12/21. We were unable to make additional contact with our customer to confirm resolution satisfaction. 
  
  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:11/26/2022

  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.

  Bath and body works has a Buy 3 and get 3 free products. I bought 6 items and the other 6 were not free. I talked to 2 employees why I'm being charged for the other 6 if it's buy 3 get 3 free and they said technically its not free! Because If you decide to return one of the items back you can get some value of it which is half of the price. So I told them it is not buy 3 and get 3 free. And they said no! Literally a scam the store is running. Bought 6 items and my other 6 items were supposed to be free but 2 employees kept insisted its not free and that's a scam. Bath and body works really needs to do something a about their buy 3 and get 3 free cause I was still charged for my other 6 items that supposedly were free after buying 6.

  Business Response

  Date: 11/28/2022

  We are so very sorry to hear about our customer's experience with our Buy 3 Get 3 Free promotion. We certainly understand her disappointment and we have noted her feedback. 
  
  As an apology for our customer's experience, on 11/28/22, we processed a request for a $25 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 11/28/2022 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:11/26/2022

  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.

  11/26/2022 - On the Bath and Body Works website shopping after I was informed by a family member of their VIP rewards. I have been a long time huge fan of B&BW and love shopping their stores. After logging on and loading my cart with $124 worth of merchandise I signed up for the VIP as I was looking forward to the $10 savings and I clearly was spending well over the $30 minimum. Upon checkout I was surprised that my cart was not showing the discount or that I had not received any communication via email or anything on how to use my savings. I contacted support via live chat and was connected with ********. As I was trying to explain the situation I found this rep to be very argumentative and after becoming very frustrated I asked for a manager which normally I never do but this rep was not helpful or kind in any way, they came off very rude and rather condescending. I did not feel like a valued shopper, I felt like they cared less and I have never been so shocked as B&BW is generally such a warm and welcoming experience. I felt the "fine print" on the discount came off a bit misleading - why would I want to wait 3 to 12 days for a discount that was offered for signing up if I am online shopping now? By then the promos I was using would be gone and most likely half the products. This black Friday weekend should have been a positive experience and I was greatly disappointed, on top of this the rep actually disconnected me, when I went back through live chat this rep did the same thing a second time. Talk about POOR customer service. They cant talk or work to resolve an issue with a long time customer who felt confused by an offer and ultimately just wanted to BUY $100+ worth of items?! Instead they just disconnected me, twice by the same rep. This is not how I wanted to spend by Saturday but I just feel so undervalued and am shocked by this unsettling experience. Although I love the products I feel like nothing more than a # and I don't know that I will be back again.

  Business Response

  Date: 11/30/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us for assistance with her My Bath & Body Works Rewards welcome offer. We certainly understand her disappointment and we have noted her feedback. 
  
  On 11/30/22, as an apology for our customer's experience, we processed a request for a $40 e-Gift Card to be sent to our customer. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  We spoke with the customer by email on 11/30/2022 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:11/26/2022

  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.

  After waiting in line for over an hour in store at the Tampa Premium outlet location in Wesley chapel, we find out the machine do not take gift cards and i did not have cash nor wish to pay in cash when I had a gift card to use, so we had to leave behind our 12 items, this made my daughter upset as half of the items where for her Christmas present. I then came home and tried to recreate what I had in my basket in an order except online it would not allow me to process my welcome reward with the 20% off like it had done in the store so I called up customer service. He places the order for me but ends up selecting store pick up for a store in San Antonio for 11 items when I had asked if they were shipping to me and verified my address in Florida he said yes but the email came through and I essentially paid $7 shipping for one item and now have 11 going to a store in Texas that I cant pick up , his solution was to have me do another order but I had no more gift cards and again the point of not paying in store was to not use cash or another payment method when I had a gift card. So after 45 min on the phone I was left with nothing , an order going to Texas store and one item coming to my home that I dont want without the others. HE left me no way to get my gift card balance back to redo this at that moment , i have to wait lord knows how long to get back my gift card, and then miss out on all the sale items. This is second time I placed an order over the phone and it was totally screwed up, but what makes this one worse is losing that gift card balance and the amount of waisted time in one day.

  Business Response

  Date: 11/29/2022

  We are so very sorry our customer's order was incorrectly processed and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 
  
  On 11/29/2022, we processed a replacement order to be shipped to our customer.  
  
  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. She should expect to receive this e-Gift Card via email within 3-5 business days. 
  
  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: 11/29/2022

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

• Initial Complaint

  Date:11/20/2022

  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.

  SOMETHING IS WRONGGGGGG with my rewards account!!! I have been trying to get it resolved for almost 7 months! I'm not getting new rewards generated! Early this year, BBW lifted the cap. Before you'd max out to 50/year. Welp... ever since then, something has been seriously wrong with my account! I'm trying to stay a faithful customer, but my spending has dropped way off. I spent nearly 50k last year vs this year. I can't seem to get help for anything regarding this loyalty account. It's doing this thing where my points counter moves, but the new reward will not generate. What it does is it changes the expiration/number to the existing. I realized as my orders were shipping, my numbers were not going up. This was when they were at $75. The orders themselves often qualified for a reward on its own... maybe 2. Anyways, I just happened to catch it one day as a rep was trying to assist me. The counter moves, the rewards in my wallet change. The number of them does not, unless to go down as they are used/redeemed. I've got 250+ in store receipts, countless online orders, and I have 3 rewards in my wallet. I'm afraid to use them bc they only swap to the new as they are earned. It is the oddest thing. I was told before months ago, I was owed 30k points. By now, I'm probably owed 50 rewards, but BBW won't help. I already don't get coupons. Black Friday is tomorrow, and my 1st year with not ONE mailer. To think I'm not even earning on the money I'm spending is gut wrenching. No one knows what the issue is... why the counter moves, and my old rewards are replaced with new info. You'd think someone with my spending would be cherished for their loyalty. It's so hard to get help. No one understands what I'm saying, or the issue. I hardly do, but I have seen it happening so I know what it's doing just not why. I have am entire group with tens of 1ks of people dedicated to this company, but it's becoming increasingly hard to stay with them considering all their changes lately. HELP.

  Business Response

  Date: 11/23/2022

  We are so very sorry to hear about our customer's experience with the My Bath & Body Works Rewards Program. We certainly understand her disappointment and we have noted her feedback. 
  
  On 11/23/2022, as an apology for our customer's experience, we processed a request for a $100 e-Gift Card to be sent to our customer. This e-Gift Card will be sent via email within 3-5 business days. 
  We have added 4 purchases that were missing from our customer's rewards account; she should see the 1200 points earned for these purchases applied to her account within 72 hours. 
  
  We spoke with the customer by phone on 11/23/2022 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:11/20/2022

  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.

  Bath and body Works uses known carcinogens, and endocrine disruptors, allergens, and other toxins in all of their products. We have purchased so much of their products unbeknownst to us until recently. We have done our research and looked up all the ingredients… And we are startled to find out how horrible and dangerous their products are.We would like a full refund on everything we have purchased!

  Business Response

  Date: 11/28/2022

  We are so very sorry to hear about our customer's experience. We certainly understand her disappointment and we have noted her feedback. 
  
  We made three attempts to contact our customer via phone, and one attempt to contact her via email, but our attempts were unsuccessful. 
  
  In order to properly address our customer's concerns, we must speak with her directly. We ask that our customer contacts us directly at 1-800-756-5005. We are here Sunday through Saturday 8:00AM to 10:00PM EST. 
   
  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:11/20/2022

  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.

  This is about an incident that happened at the Valley Fair Mall in West Valley, UT around 2:45 on 11/19/22. A very nice lady saw that my shopping bag was full and offered to take it up to the registers so I could grab more without holding so many soaps. I waited in the long line the size of the store to pay and when I told the cashier (I'm pretty sure that she was the manager but I didn't get her name) that I had another bag up there that was mine she asked what was in it and I remembered that I had all soaps except for one forever red mist. So she found one bag that had all random body care and wallflowers plugs and a forever red so she said "ok here's your bag". I told her that wasn't my bag because none of those other items were what I had. She said "well this is your forever red is it not?! Then this is your bag!" She was very rude about it and I told her "no because nothing else was what I grabbed I only grabbed soaps and the forever red". And she kept repeating that it was mine because there was a forever red in the bag. Then she told me to go look through other bags behind the counter to see if one of them was mine but then yelled at me to stop looking because she realized that they were for another customer. Then she said "well then go grab the soaps that were in it" in a very rude tone. And I couldn't remember all the soaps because I was shopping with my husband and we were just grabbing whatever we both smelled and liked and weren't paying much attention to all that we grabbed. So I wasn't able to get everything that I originally had plus it was so busy and crowded because of the soap sale that I couldn't get to all of the soaps that I wanted and some of them were all gone. She was very rude and didn't apologize for their mistake and I almost walked out without buying anything. I ended up spending almost $100 but regretted buying anything because of such an awful experience.

  Business Response

  Date: 11/23/2022

  We are so very sorry we did not meet our customer service promise when our customer visited one of our store locations. We certainly understand her disappointment and we have noted her feedback. 
  
  We have forwarded our customer's experience to the store's leadership team, who will address the matter with the associate. We will make every effort to prevent an experience like hers from happening in the future. 
  As an apology for our customer's experience, on 11/23, 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 11/23/2022 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: 12/05/2022

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

• Initial Complaint

  Date:11/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into my local BBW store today to exchange 3 shower gels that I didn't like .. tried to exchange for
  3 shower gels that I wanted. The associate refused. No reason given. She's new. I'm disappointed and disgusted with the way I was treated. They were the EXACT same price. Please resolve this very frustrating issue.

  Business Response

  Date: 11/25/2022

  We are so very sorry our customer's exchange was denied when she visited one of our store locations. We certainly understand her disappointment and we have noted her feedback. 
  
  On 11/25/22, as an apology for our customer's experience with our updated return policy, we have processed a request for a $45 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 email on 11/25/2022 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: 11/28/2022

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

• Initial Complaint

  Date:11/17/2022

  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 online due to being disabled. I tried to get a refund several hours after purchasing due to different sale. I called and the girl stated that she would honor the sale without refunding and repurchasing. The two orders in question - one was handled and I was told on a recorded line that that I would in fact get the correction for the other order not yet shipped - They lied to me numerous times, and if their company listens to the call recordings they will understand. There is also a chat as of today 11-17-2022. I was treated rudely, lied to, and I want what was promised to me during a mutual and verbal agreement that was recorded. Thank you!

  Business Response

  Date: 11/30/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us for assistance with her orders. We certainly understand her disappointment and we have noted her feedback. 
  
  We have reviewed and followed up with our customer to address 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. 

  Customer Answer

  Date: 11/30/2022

  
  I am rejecting this response because: 

  They never once contacted me since, and this was never addressed and made correct. This letter is misleading, and unfair. I am still waiting for it to be corrected. 1/2 was, but I am still waiting on the 2nd order of candles to be reshipped as promised cia the recorded line on approximately 11-10-2022. 
  
  

  Business Response

  Date: 12/14/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us for assistance with her order. We certainly understand her disappointment and we have noted her feedback. 
  
  On 12/8/2022, we issued a full refund for our customer's order in the amount of $55.90. She should have received a confirmation email for this refund within 24 hours, and the funds back to the original form of payment used on her order within 3-5 business days. 
  
  We made three attempts to reach our customer by phone, and twice 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. 

• Initial Complaint

  Date:11/15/2022

  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 11/13/2022 I was placing a online order to the Bath&Body Works. While ordering, I saw that some of the products I want are not available in the Ahwatukee store, the one I preferred. The store in the Chandler Mall had items I wanted to purchase, and I change the pickup store. I purchased seven Body Lotions for the promotional price. When I went to the store to pick up the order I heard that they cancelled 3 Body Lotions ( 1 A THOUSAND WISHES & 2 EUCALYPTUS SPEARMINT). The lady at the register explained to me that they did not have those two items when they packed my order, but to wait the second, she will grab the lotion for me. She came back with the one lotion, A Thousand Wishes, and charged me with the same promotional price as I order online. I asked if I can pick up my two Eucalyptus Spearmint once they have it in the store and she said No, they cannot do that. I asked to speak with the manager.
  
  The manager of the store told me that was a promotion that day only, that they cannot give me a rain check, and that they cannot honor the price once item is available in the store again. I tried to explain to her there is no difference between the item they give me today-it was available when I ordered, it was not available when they prepared my order, and today when I went to the store that item is available again, and they gave me the lotion for the promotional price. Why they cannot do the same for the two lotions once they receive it again?
  
  The manager did not understand, or did not want to understand, a paradox by telling me that it was impossible for her to do exactly what she did at that moment. In the impossibility of explaining something that was obvious, I returned the lotion that they first canceled and then gave me at a promotional price. I don't want to participate in their game "now we can do it, but now we can't". They should be ashamed of the way how they treat the customers!

  Business Response

  Date: 11/18/2022

  We are so very sorry we did not meet our customer service promise when our customer visited our store to pick up her Buy Online Pick Up In Store order. We certainly understand her disappointment and we have noted her feedback. 
  
  At Bath & Body Works, we take customer service issues seriously. We have forwarded our customer's experience to the store's leadership team, who will address the matter with the associate. We will make every effort to prevent an experience like hers from happening in the future. 
  
  On 11/18/2022, we honored the $3.95 Body Lotion promotion on a new order for our customer. As an apology for her experience, we sent an offer for 20% off her next in-store purchase. This offer will be sent via email within 24-48 business hours. 
  
  We spoke with the customer by phone on 11/18/2022 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: 12/03/2022

  [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,
  
  
  
  ******** *****