Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Bath & Body Works's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,112 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:09/26/2022
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.
BBW had a flash sale on line for buy 2 three wick candles get 2 free on Sun night September 25th The site was down all night long due to technical difficulties and I was unable to place an order. I was told they would honor the sale today .. but no they are not. This is terrible business. Please help resolve this very frustrating issue. Thank you
****** *****
Business Response
Date: 10/04/2022
We are so very sorry our customer experienced difficulty when attempting to place an order taking advantage of our Buy 2 Get 2 Free promotion on our 3-Wick Candles. We certainly understand her disappointment and we have noted her feedback.
On 10/4/2022, we have processed an order for two 3-Wick Candles of the customer's choice to be shipped to her at no cost as an apology for her experience. She should receive a confirmation email within 24 hours, and should expect the shipment within 2 business days.
We spoke with the customer by email 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 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.

Regards,

****** *****
Initial Complaint
Date:09/25/2022
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 placed an online order for 25 items with Bath & Body Works. The package arrived with damaged items. The packing quality was so poor, it resulted in some of the the items being damages. They were scents, so I could not tell which ones were damaged. However, the box was wet and you could smell the scents before you opened the box. Because I could not determine which item(s) were damaged, I immediately took the entire package to the Tinley Park store to return it.
The young lady did the return transaction and then she told me that she could not give me a paper receipt because her register was not printing receipts. I then asked her what was my refund amount. She said she had already closed the transaction out and she did not have that information and I should receive an email. I was totally upset, and expressed to the young lady to never do that to a customer. If she knew her register was not printing receipts she should inform them of that and let them decide if they want to wait on another register or just get an email. I couldn't believe she did that. Needless to say, when I got home and reviewed my email for the return transaction, the young lady had not credited me for one of the scent refills - Japaness Cherry Blossom. She only credit me for 1 and 2 were shipped. She credited me for 24 items and I purchased 25.
I called customer service right away to inform them of this mistake. The online customer service representative apologize for my inconvenience and experience and told me I had to call the store customer service representative since I returned the items in the store. I've been trying to contact the store customer service representative only to be placed on hold for 15 minute or longer each time. At this time, I have not be able to speak with a store customer service representative to get the credit for my item. I also expressed my disappointment that I missed out on that promotion because of a lack of care on their part.
Business Response
Date: 10/03/2022
We are so very sorry that the customer’s original order was damaged in transit, and that the store did not refund all of the returned items. We surely understand her disappointment and have shared her experience and feedback with our leadership team.
We have issued a refund for the omitted item as well as the shipping fee. This refund of $9.94 plus applicable sales tax will post to the original form of payment within 3-5 business days. We are also sending the customer a $50 electronic gift card for the previous inconvenience which she will receive in her email within the next 3-5 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: 10/03/2022
Better Business Bureau:

I accept the business's response to resolve this complaint
Initial Complaint
Date:09/23/2022
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’ve gone to the local Bath and Body works 3-4 times in the last several weeks during their business hours and the store is closed. No notifications on the website or at the store.
Business Response
Date: 10/10/2022
We are so very sorry to hear about our customer's experience with her local store being unexpectedly closed. We certainly understand her disappointment and we have noted her feedback.
We made three attempts via phone to contact the customer to speak with her further regarding her concerns, and one attempt to contact her via email, but our attempts were unsuccessful.
If our customer has any additional questions or concerns, she is welcome to contact our Store Relations Customer Care department at 1-800-395-1001 from 9:00AM to 7:00PM 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.
Customer Answer
Date: 10/12/2022
I have received no phone calls, voicemails, or emails from anyone- therefore I am rejecting this response because:
Business Response
Date: 10/13/2022
We are so very sorry to hear about our customer did not receive our previous attempts to contact her. We certainly understand her disappointment and we have noted her feedback.
We have forwarded her concerns to the store's leadership team so they are made aware of our customer's experience. We informed our customer that the store is currently open for business as of 10/13/2022. We have also issued a $45 E-Gift Card as an apology for her experience. She should expect to receive this E-Gift Card via email within 3-5 business days.
We spoke with the customer by phone on 10/13/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.
Customer Answer
Date: 10/14/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:09/21/2022
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 been having ongoing problems with ordering online since November 2021. I have emailed one of your supervisors name Ola Taha, who haven’t gotten my ongoing problems addressed and fixed with your technical team. I had to email her again on September 17, 4 days ago and she hasn’t replied back to my email. I will attach the email I sent her below. The first problem I had back in November 2021 is when I ordered online to pickup at my local store and paid, my pickup store changed to California and I live in Georgia, so I asked if they could transfer the order to the correct store I picked here in Georgia plus I was told it was a glitch. I was told no they couldn’t transfer my order and I had to cancel that order and reorder unfortunately. Then when placing an order I tried to increase the number for any item, most of the times it doesn’t allow me to do so, nothing happens, also when I tried to select to pickup in my local store on September 17 it just kept thinking with a white screen and a circle keep going around. The attachment clearly show these items were available to pickup in the store, but again all I see is a white screen and a circle that keeps moving for a long time. When these problems occur I miss out on the sales plus if I pay with PayPal I would need to make my purchase online. I have purchased a lot from you all and now because I keep having ongoing problems with no customer service provided to fix the problems it’s very disappointing and frustrating. I would like the company to fix whatever glitches my account has, so if I decide to order again I can do so. Also the company should be able to transfer orders to another store for this reason here. I would also like the company to provide a customer service training class to their employees because a customer shouldn’t be having ongoing problems for almost a year now. Bath Body Works customer service representatives should be more helpful, knowledgeable, and showing they care about your customers.
Business Response
Date: 09/25/2022
We are so very sorry the customer experienced technical difficulties with her My Bath & Body Works account and shopping bag. We certainly understand our customer’s disappointment and concern and have shared her experience with our leadership team and technology team.
We have reviewed the customer’s account and everything appears to be currently working as expected. We have noted a list of specific troubleshooting steps for the customer to take if she experiences these issues again and are prepared to walk her through them should the need arise in the future.
We spoke to the customer on the phone on 9/25/2022 to ensure we have resolved all of her concerns. She confirmed her account is allowing her to access her shopping bag, adjust the quantities of items in her shopping bag, and select the proper location for a store pickup order. We are sending her a $30 electronic gift card for the previous inconvenience, and she will receive this in her email within 3-5 business days. 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 programs 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 correct our actions. We appreciate the customer bringing this to our attention so that we can make things right and resolve any issues.

Customer Answer
Date: 09/26/2022
Better Business Bureau:

I accept the business's response to resolve this complaint.
Initial Complaint
Date:09/20/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Online I ordered several items from Bath& Body; their Customer Service Representative placed the order and informed me that all my items could be picked up at my local Bath &Body Store in the Fayetteville Pavilion , Fayetteville GA , within 24 hours I was informed that some of my items weren't available for pick up, therefore I felt it was unnecessary to travel to pick up "some items" , Due to being inconvenient Bath& Body stated that they were sending me a Gift Card when I called to inquire about the Gift Card I was told " Your Gift Card was in the Mail" that was about 2 weeks ago and the only thing I received per email was a $10.00 Promotional Credit, which I haven't used. Bath& Body needs to follow up and send the gift as I was promised
Business Response
Date: 09/22/2022
We are so very sorry our customer did not receive her gift card she was promised and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback.
We have issued a $40 E-Gift card as an apology for her experience. She should expect to receive this E-Gift card via email within 3-5 business days.
We spoke with the customer by phone on 9/22/2022 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: 09/22/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:09/20/2022
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.
Bath & Body Works continues to send me advertising. I spoke with a customer service rep in October 2017 and requested to be put on their do-not-mail list at that time. I received additional mail in November 2018 and early 2019, and filled out the "How to be removed from our mailing list" form on their website in December 2019. I received another advertisement again today, September 2022. It is clear that Bath & Body Works does not respect Do-Not-Mail requests. Regardless, I'm submitting another request to delete a mailing address in their website today, at https://customercare.bathandbodyworks.com/hc/en-us/requests/new.
Business Response
Date: 09/22/2022
We are so very sorry you are still receiving our direct mail offers, *******. We certainly understand your disappointment and we have noted your feedback.
On 9/22/2022, we have submitted a request to have you removed from our direct mailing list. We ask that you allow 60-90 days to stop receiving our mailers, as they are pre-printed ahead of time. If you receive any coupons within that period, we ask that you discard these offers; using any coupons received in the mail will re-add you to our mailing list.
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: 10/02/2022
I accept the business's response to resolve this complaint, only because I cannot reject it with cause within the required amount of time. I have no faith that the company filling out the same form as I have been for years will change whether I receive mailings, but I will wait for the next advertisement to arrive before I report again.
Initial Complaint
Date:09/19/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/19/22, I joined the rewards program with bath and body works @ the Brooklyn location on 86th street. Approx a week or so later, while using the app, I noticed someone else name came up with my account. I deleted the app & went directly to the website & the same name appeared. I was able to see the name and phone # for someone that was not me, which is a breach in security polices for bath and bodywork’s , so notified customer service & they assured me that they would resolve the problem. I also attempted to change the name that’s was appearing by editing & I still received an email with the persons name. A week or so later, I try to log into my account & now I can no longer see anything. When I call customer service, they say they can see it on their end and they don’t know why I cannot see it. This is an inconvenience because I don’t know my points, I don’t know my rewards nor can I get my rewards.I was told someone would contact me &. Was given a complaint #****** with no follow up. This issue needs to be resolved. I’m worried that if I had someones first and last name and number, someone can also have my first and last name and number . This is unacceptable & needs to be resolved ASAP
Business Response
Date: 09/22/2022
We are so very sorry the customer experienced difficulties accessing her My Bath & Body Works account and saw a name other than her own when signing in. We certainly understand our customer’s disappointment and concern and have shared her experience with our leadership team and technology team.
We have fixed the account so that she is able to login and access her rewards and points. She will also only see her own name. We are also sending the customer a $25 electronic gift card for the inconvenience that will arrive in her email within 3-5 business days.
We spoke to the customer on the phone on 9/22/2022 to ensure we have resolved all of her concerns. She confirmed that she is now able to login to her account and sees the correct name displayed. 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 programs 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 correct our actions. We appreciate the customer bringing this to our attention so that we can make things right and resolve any issues.

Customer Answer
Date: 09/22/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:09/18/2022
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.
On 9/18/2022, at 7:24 I contacted customer service at Bath and Body Works because I was having trouble ordering in the app. Dawn told me that she would place the order for me. I was ordering 3 wallflowers and two plugins. I had 1 coupon for one free item and so I was going to get one or the plug-in for 16.50 free. The wallflowers were on sale for 2.95 with an online coupon. Dawn told me that the wallflowers I wanted were not available for pick up in store. After she tried putting the third in, I told her I find it hard to believe that none of these are available in store and she then realized she was reading it wrong and was looking at the auto order and she had to go back to the ones I wanted and put them in….a lot of time was wasted because she didn’t read correctly. Then I gave her my promo codes and she said I couldn’t use two codes together, so I told her I would just take off one of the plugins and use it seperate. She then said she charged my order and I would get and email. I told her I received an email for the plug-in that was supposed to be done separate with a coupon and this didn’t have a coupon. Also, I didn’t get the order she said she placed, she told me it was the same order number. There is only one item on the receipt. She told me I should l go to the store and fix it. I told her I could not do this tonight. She said she knew that she ordered it and I asked to talk to her supervisor. She said I had to wait and then told me later that she couldn’t wait and I couldn’t talk to her. At this point she offered me a coupon that was less then the coupon I had so I didn’t really want it. I wanted to talk to her boss and she told me that they could not call me back. At this point it was an 1 hour and 5 minutes and I needed to go and she told me I had a choice of coupons and I just said to just send it to me. My order that I have is wrong and it applied the wrong free item and I don’t have the items she said she charged me for.
Business Response
Date: 09/19/2022
We are so very sorry the customer experienced a multitude of issues while attempting to place an order and we did not meet our customer service promise when she contacted our Customer Care team. We certainly understand our customer’s disappointment and have shared her experience with our customer care leadership team.
We have placed an order for the items in question and honored all of the sales and promotions the customer was attempting to use previously. We are also sending her a free wallflower plug. She will receive the confirmation emails within 24 hours, and the product should arrive on 9/22. In addition, we are sending a $50 electronic gift card that will be emailed to the customer within 3-5 business days. On 9/19/2022, we forwarded her experiences with our customer care team to our leadership team to be addressed and coached accordingly
We spoke to the customer on the phone on 9/19/2022 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 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 correct our actions. We appreciate the customer bringing this to our attention so that we can make things right and improve.
Initial Complaint
Date:09/18/2022
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 have always bought every lotion and shower gel but this time my skin was severely affected by both of these products and of course i stopped using them.

I cleaned my body with the shower gel and after getting out of the shower i noticed these dry circular spots in my arm, I didn’t think it was a big deal so I continued my routine and applied a body lotion but these spots started burning and getting red.

I have never had any problem with your products but I believe something happened with these products (which i bought the same day) and I would like a replacement for these products that I bought (please so they won’t burn my skin)
Business Response
Date: 09/20/2022
We are so very sorry to hear about the experience our customer shared. We certainly understand her disappointment and we have noted her feedback.

We have placed an order at no cost to the customer to replace her shower gel and body cream. She should expect a confirmation email within 24 hours, and the shipment within 3-7 business days of receiving the confirmation email.
To ensure her experience is documented appropriately, we transferred her to our Resolutions department to speak with them directly.

We spoke with the customer by phone on 9/20/2022 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:09/14/2022
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 went into my closest BBW store today 9-14-2022 to exchange a body care set i bought on line. I just wanted to exchange item for item. I HAD MY RECEIPTS! The associate charged me for the fine fragrance mist and the body cream. I want my money refunded or a gift card issued. This should not have happened and I'm really very upset about it. Thank you
****** *****
Business Response
Date: 10/04/2022
We are so very sorry about our customer's experience with our updated return policy. We certainly understand her disappointment and we have noted their feedback.
Our Customer Care team spoke with the customer via phone on 9/15/2022 regarding her experience with our updated return policy, and she was issued a $15 E-Gift Card as an apology for her experience. Our records show that it was sent to the customer's email on 9/16/2022. On 10/4/2022 we issued an additional $35 E-Gift Card as an apology for her experience. She should expect to receive this E-Gift Card via email within 3-5 business days.
We spoke with the customer by email 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 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.

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Bath & Body Works is NOT a BBB Accredited Business.