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 & Body Works, Inc.

  1501 Ward Blvd Wilson, NC 27893-1503

• 

  Bath & Body Works, Inc.

  861 Washington Square Mall Washington, NC 27889-3530

• 

  Bath & Body Works, Inc.

  1058 W Club Blvd Durham, NC 27701-1104

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:10/11/2022

  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 have had problems getting the actual value for my purchases and stalking after shopping by their back room and manager ****. My receipts show only half what I paid ($111.00) and my birthday gift from my account was stolen twice and it's like harassment getting the clerks to understand that's thievery. They are never courteous anymore unless they're dealing with violent perps. Plus, contamination of the clean products I purchased is an issue. I am the original designer of the fragrances and this treatment is stupid. I want my money back for all the products I have (20) from this store because it's rude and racist.

  Business Response

  Date: 10/18/2022

  We are so very sorry we did not meet our customer service promise during our customer's visits to her local Bath & Body Works Store. We certainly understand her disappointment and we have noted her feedback.
  
  On 10/12/2022, we forwarded our customer's experience to the store's leadership team to be addressed in-store. On 10/18/2022, we requested to have a $200 check mailed to our customer to cover the value of her return. Please allow 14-21 business days for this check to be delivered to the address provided by our customer.
  
  We spoke with the customer via email on 10/18/2022 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 once she receives the check.
  
  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.
  We are so very sorry to hear about the experience our customer had with when her order arrived damaged. We certainly understand her disappointment and we have noted her feedback.

• Initial Complaint

  Date:10/10/2022

  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.

  Order #**************
  
  The deliver driver associated with Lasership, Narvar, and Bath and Body Works elected to pull into my driveway to deliver my package, as opposed to parking in the street where all other delivery drivers park. I live in a neighborhood and there is ample parking on the street.
  
  Unfortunately his decision led to a car accident between he and I in my driveway. There were no major damages to either car; however, I wanted to bring this to your attention so the issue could be rectified. I am also 14 weeks pregnant, so it startled me quite a bit.
  
  Ring camera footage: https://ring.com/******************************************

  Business Response

  Date: 10/12/2022

  We are so very sorry our customer's experience with the delivery driver. We certainly understand her disappointment and we have noted her feedback. 

  On 10/12/2022, we have forwarded our customer's experience to our carrier partners so they are made aware of her experience and can review this incident further.

  We spoke with the customer by phone on 10/12/2022 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.

• Initial Complaint

  Date:10/08/2022

  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 returned some items on 9/14/22 and received a gift card for $244.99 for my returns. Then when I tried to use my gift card on 10/5/22 I couldn't use my gift card because it showed that I had a zero balance. I NEVER used my gift card. I called bath and body works that day and they said that I would receive an email. I got an email saying that they will not reissue the missing balance. I tried emailing again and have not received an answer as to what happened to my gift card balance. I never used my gift card but my balance is zero! It was a total of $244.99 that they will not give back to me! I shop at bath and body works all the time and have for many years. I want answers as to what happened to my money. Bath and body works cannot take back my items AND keep my money!

  Business Response

  Date: 10/11/2022

  We are so very sorry our customer's gift card was devalued in error. We certainly understand her disappointment and we have noted her feedback. 

  On 10/11/2022, we processed a request to have a $250 Electronic Gift Card sent to our customer's email. She should expect to receive this Electronic Gift Card via email within 3-5 business days.

  We spoke with the customer by phone on 10/11/2022 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: 10/15/2022

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

• Initial Complaint

  Date:10/07/2022

  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 came into bath and body works to return some items. I called prior to make sure it was ok. I even spoke with two managers who said I could return my items for store credit. Considering the exchange policy changed in September. I finally get to the store and the sales lady handled me with such disrespect. She didn't acknowledge me nor even look at my brand new full bottles of lotion. She told me "no they are old scents So anything else doesn't matter" Which is why i called ahead to make sure it wouldn't be a problem. She then ignores me as I'm explaining I called and was told I'm fine. These bottles are brand new even if they aren't the newest scent. The whole experience was embarrassing and left a bad taste with me for bath and body works. I'm a loyal customer for years. This lady treated me with disgust like I couldn't afford items in the store. Made me feel like I didn't belong. The customer service was terrible. It's unfortunate to see the employees don't communicate with each other. I end up leaving because I didnt feel like a customer. I'm not sure if I want to continue. Shopping with you guys or recommend sending people there. Definitely not to be treated anyway. When I really stood by this company as a whole.
  Keep in mind this was my first time ever. Returning any items to your stores because I'm always a highly satisfied customer.

  Business Response

  Date: 10/10/2022

  We are so very sorry we did not meet our customer service promise when our customer visited our store to make an exchange. We certainly understand her disappointment and we have noted her feedback. 

  On 10/10/2022, we forwarded her experience to the store's leadership team to be addressed in-store. We have also processed an order for replacement items at no cost to her. She should expect to receive a confirmation email within 24 hours, and the shipment within 3-7 business days of receiving this confirmation email. 

  We spoke with the customer by phone on 10/10/2022 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.

  Customer Answer

  Date: 10/10/2022

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

• Initial Complaint

  Date:10/06/2022

  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 went into the Bath & Body Works in Arbor Place Mall on Monday October 3, 2022 and made a purchase totaling $32.08 when I got home and looked in my email and on my bank account I noticed I had been charged twice for my one transaction I immediately contacted the store who claimed it was my bank so I called my card company and they said it was the store and if the store only meant to charge me once the second charge would drop off after midnight it didn't so I called the Bath & Body Works customer service number and was told that it's been happening to customers since Sunday but that the second charge should drop off by Friday if it didn't call back well I was looking at my account and it not only didn't drop off it went through charging me twice and is holding money on my card to charge me a third time for the one transaction I have bills to pay that I can not because Bath & Body Works has charged me more than they were supposed to and every time I call to have it fixed they send me to a different number that isn't open yet to get it fixed so they are wrongfully taking my money and stressing me out because I have bills to pay with that money and I'm missing sleep to try to get the problem fixed before I have to go to work so in effect they are costing me my time to sleep and the ability to pay my bills in the timely manner I am accustomed to because they are taking and holding money that I would use for that by double charging me with an attempt to triple that charge should I be expected an unexpected fourth charge added to that

  Business Response

  Date: 10/11/2022

  We are so very sorry our customer was charged three times for her in-store purchase. We certainly understand her disappointment and we have noted her feedback. 

  On 10/11/2022 our team was able to confirm the duplicate charge of $32.08. We have issued a credit card refund, which should post to our customer's account within 7-10 business days. As an apology for her experience, we have also processed a request to have a $50 Electronic Gift Card sent via email within 3-5 business days.

  We spoke with the customer by phone on 10/11/2022 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: 10/16/2022

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

• Initial Complaint

  Date:10/02/2022

  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.

  The plugin I purchased from this company began leaking fragrance oil
  Into the actual wall outlet. If I hadn't noticed, this could have caused a fire in my residence. I have reached out to the company but have not received a response regarding this issue. I will not be using this item any further due to the fire hazard and all of the oils I purchased that are used in it. I want a full refund for the wall plug in and 15 fragrances.
  I would also like Corporate to contact me regarding their acknowledgement of the fire hazard regarding their product. I hope to prevent other customers from fire damage or worse.

  Business Response

  Date: 10/20/2022

  We are so very sorry to hear about our customer's experience with her Wallflower plugin. We certainly understand her disappointment and we have noted her feedback.
  
  On 10/11/2022, we requested a $40 E-Gift Card to be issued to our customer to refund her for her Wallflower plugin. Our records show that this E-Gift Card was sent to our customer's email on 10/12/2022. We also requested a pre-paid label to be mailed to our customer for her to mail the impacted Wallflower plugin to our Quality Assurance team. She should expect to receive this pre-paid label in the mail within 10-14 business days.
  
  We spoke with the customer via phone on 10/11/2022 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 once she receives the check.
  
  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: 10/21/2022

  [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:09/30/2022

  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 placed an order two weeks ago that never arrived. I was really excited because I've never ordered from here but I've heard great things.
  
  I've called several times about my order not arriving and been given the run around all week.
  
  Supposedly I had to wait until today, 9/30 in order to get a refund. So I called and spoke to a rep about an hour ago and was told I'd get an email confirming my refund in 3 to 5 minutes.
  
  It's now been over an hour. I'm tired of this place and their lies. All I'm asking for is the money back for an order they didn't deliver.
  
  It shouldn't be this much trouble. There is no need for this type of action to be necessary.

  Business Response

  Date: 10/06/2022

  We are so sorry that the customer’s order was lost and we did not issue the refund within the timeframe promised to the customer . We certainly understand our customer’s disappointment and have shared their feedback with our leadership team.
  

  The customer received a partial refund within 3-5 business days of 9/30.  We have also issued a refund for the remaining $17.26.  The customer will receive a confirmation email of this refund within 24 hours and the funds will post to the original form of payment within 3-5 business days.
  

  We spoke to the customer on the phone on 10/6.  The customer indicated that he received the first part of his refund and is awaiting the second part. The customer indicated that he is satisfied with the resolution provided and does consider this successfully resolved.
  

  When customers take time to write to us, we can improve our service and prevent problems from happening in the future. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to connect with our customers.
  

  
  

• Initial Complaint

  Date:09/28/2022

  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.

  There points system expires after 90 days.
  
  And once you are in the store to pay, you cannot access account information from their mobile phone app…. To use your rewards. This happens every time, I doubt it is coincidence.
  
  
  And workers do not try to help to get info from there system either.
  
  Not vary good customer relations if you ask me?
  
  I will not return.

  Business Response

  Date: 10/10/2022

  We are so very sorry our customer's experience with our Rewards Program. We certainly understand her disappointment and we have noted her feedback. 

  On 10/6/2022, as an apology for her experience, we reissued two new rewards to our customer's Rewards account. They should have been loaded into the wallet second of her Rewards App within 72 hours. These Rewards are valid for 90 days from the date of issuance.

  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.

• Initial Complaint

  Date:09/28/2022

  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 made a purchase from their website during their annual clearance sale. I never received my order so called customer service and they said the entire shipment was damaged and could not be replaced with the specific items so they would let me pick replacements for same price as I paid. When I called back with my choices, I was told that whoever told me that was wrong and I could not get replacements of equal value because the scents were no longer available. So I would have to pay more to get them. Sounds like bait and switch. I asked for my money back. But I think they should have stood by what I was told my their employee. After waiting for my package a couple weeks, of course none of the scents would still be available. I'm reluctant to ever do business with this company again.

  Business Response

  Date: 10/04/2022

  We are so very sorry that the customer was not offered replacement items and was given a refund instead when her order was lost. We surely understand her disappointment and have shared her experience and feedback with our customer care leadership team.
  

  We are sending the customer a $100 electronic gift card to go toward repurchasing the desired items. This will arrive in the customer’s email within 3-5 business days. We will also be coaching the agents the customer spoke to about improving notation so we can make sure we follow through with what we have promised our customers.
  

  We have spoken with the customer by phone on 10/4/2022 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 to 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: 10/05/2022

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

• Initial Complaint

  Date:09/26/2022

  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 August 25th my daughter made a 60$ purchase at Bath and Body Works in the Tacoma Mall. Due to the advertised sales and being 11 she didn't realize she had spent 60$ until she was paying. She paid half cash half debit card. As soon as she walked away she realized her mistake. Right on the receipt it says 100% money back. So she turned right around and asked to refund her purchase. The cashier gave her the 30$ cash back, but said her card wouldn't work for the other 30$, and gave her a gift card. My daughter said no I need my money, but the cashier refused telling her she could not put it back on her card. My daughter called me, and I came and told them no, she needs her money back. After 30min of waiting I gave them all my info, and was told I would get a refund in 5 to 7 days. I did not. So I called customer service and was told it would be another week. I waited, again no refund. I called again and was told it would be another week. I waited, Still no refund. I called again and was told they could not process my refund because the cashier gave them the wrong receipt number. They would mail me a check in 2 to 4 weeks, But would send a 50$ gift card for my trouble. Its been another week. No gift card, no check. I called and they can not give me a confirmation number, will not send me to a store to be refunded, and will not let me speak to a manager or anyone who can process the refund, or give me any kind of confirmation I will receive my refund. Its been 5 weeks. I'm supposed to just believe I'll be refunded in another 4. This is absolutely ridiculous. I should have been refunded day 1. I'm being lied to and put off. I have been beyond patient, and now I'm getting angry. What can I do to get my money back? I've already called 5 times, its been 5 weeks. I've even asked to speak with the same person I delt with before but I'm told they aren't there. Please help.

  Business Response

  Date: 10/03/2022

  We are so very sorry that the customer has not yet received her full refund and promised electronic gift card. We surely understand her disappointment and have shared her experience and feedback with our customer care leadership team.
  

  We are sending the promised $50 electronic gift card, and the customer will receive it in her email within 3-5 business days.  We are also sending the $29.01 check for the missing refund and it will arrive in the mail within 14-21 business days.  
  

  We have spoken with the customer by phone on 10/3/2022 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 to 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: 10/18/2022

  Via BBB Ticket:

  Thank you for your help, I did finally receive my daughters refund check on
  the 14th of Oct. I was told no less than three times that the issue was
  because my daughter was under age, so they could not refund her card, or
  later, issue her a check. Even though she was the one they charged to begin
  with. Yet when I finally received the refund, only after writing the BBB,
  it was written to my daughter. So after two months my daughter finally has
  her money back. It is very sad, we used to shop here so often, but now just
  the sight of the store puts us in an awful mood. So thank you for helping
  us get this resolved. I truly believe without your intervention this never
  would have happened.
  Thank You,
  ******* ****