Complaints

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

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  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  411 South County Center Way Saint Louis, MO 63129

• 

  Bath and Body Works

  3902 13th Ave S Ste 5201 Fargo, ND 58103

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

• 

  Bath & Body Works, Inc.

  1501 Ward Blvd Wilson, NC 27893-1503

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online purchase for pick up in store option. I arrived to the store and was told the candle I ordered was out of stock. I searched online for the candle and called customer service for assistance as I was having a problem ordering from the app which had not been working properly all week. The customer service representative kept telling me the candle was out of stock. I had to explain to her multiple times that the candle was out of stock online but in stock for store purchase. Finally after exactly 38 minutes of helping her understand she was able to assist. I tried to be patient as there appeared to be a language barrier. Once the representative completed the order she stated that she was emailing a $20 off coupon and free shipping for the inconvenience which I thought was generous until I received an email with a promo code for 20% off and free shipping with a $50 purchase. I tried calling back to get the name of the representative that I spoke with as her name was not on the email. The representative either miscommunicated or sent the incorrect coupon. This is very frustrating. This is the 3rd time that I’ve experienced an issue with Bath and Body Customer service within a timeframe of 2 months and it’s frustrating as I am a frequent customer and did not experience these issues until recently.

  Business Response

  Date: 10/20/2022

  We are so very sorry we did not meet our customer service promise when our customer contacted us. We certainly understand her disappointment and we have noted her feedback.
  
  On 10/18/2022, we shared our customer's experience with our customer care leadership team to be addressed. On 10/20/2022, we submitted a request for a $40 E-Gift Card to be sent to our customer's email. She should expect to receive this E-Gift Card via email within 3-5 business days.
  
  We spoke with the customer via email on 10/20/2022 to ensure we have resolved all of their concerns. The customer indicated that they are 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:09/09/2022

  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.

  My name is ******* *****, I ordered about 20 soaps while you were having your sale. I was just able to go to the post office today to pick it up and the postal worker said she came in a few days ago to the package LEAKING all over her post office, she had to clean it up and put the box in a trash bag… that’s RIDICULOUS. You put me in a situation where I felt bad for ordering it and making her deal with that! She should not have had to deal with that if you guys would have just taken more time to CARE how you’re packaging your items people have bought from you.
  
  Also, because of this careless act there are many bottle of soap that are EMPTY now! So thanks!
  
  My info:
  ******* *****
  ###-###-####
  ***********@gmail.com

  Business Response

  Date: 10/18/2022

  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.
  
  On 9/17/2022, our customer contacted our customer service team via phone. On 9/17, we processed a re-shipment of her order and placed an order, at no cost to our customer, for an alternative replacement for an item out of stock. Our records show that both of these packages were delivered on 9/22/2022.
  On 9/17 we also processed a refund for our customer's $6.99 shipping and handling fee; she should have received a confirmation email within 24 hours, and the credit issued back to the original form of payment 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.

• Initial Complaint

  Date:09/08/2022

  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.

  Hello so august 8th a refund was suppose to be processed for me today September 8th it makes a full month and I still have no refund I had a problem with a store purchase and a customer service rep told me she can process my refund I gave her my card number over the phone and I received an email saying my refund was processed and I haven’t received it yet I been calling numerous of times speaking to multiple reps a customer rep was suppose to give his manager my number I was suppose to receive a call back no call back as it’s not surprising because nobody ever contacts you back it’s frustrating because it was processed over the phone the people at the Las Vegas bath and body works messed up and now today makes a month It’s frustrating and I’m tired of having to call as well for my refund numerous of times nobody doing anything

  Business Response

  Date: 09/13/2022

  We are so very sorry our customer did not receive the refund for his purchase and we did not meet our customer service promise. We certainly understand his disappointment and we have noted his feedback. 

  We have issued a $70 E-Gift card to cover the refund, as well as an additional amount as an apology for the inconvenience. He should expect to receive this E-Gift Card via email within 3-5 business days.

  We spoke with the customer by phone on 9/13/2022 to ensure we have resolved all of his concerns. The customer indicated that he 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: 09/19/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. I did receive the bbw email gift card but I guess they sending something extra but I’m very happy 
  

• Initial Complaint

  Date:09/08/2022

  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 Online With Bath&Body Works And They Still Have Not Shipped My Order It's Been 3-7 Business Day I Called Them And Still Have Not Shipped My Order They Are Trying To Keep My Order Form Them Selfes I Want A Refund Now And I Will Contact My Lawyer And It Will Go To Court And I Will Win The Case So Bath&Body Works Want To Scrwe Me Over Watch Out Because I'm Taken Legal Action

  Business Response

  Date: 10/18/2022

  We are so very sorry our customer's order did not ship as quickly as they hoped. We certainly understand their disappointment and we have noted their feedback.
  
  Our records show that the customer's order shipped on 9/8/2022 and was delivered on 9/13/2022.
  
  We spoke with the customer via email on 9/28/2022 to ensure we have resolved all of their concerns. The customer indicated that they are 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:09/03/2022

  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 made an in store purchase and was charged twice for the same items since June and I haven't been able to get a refund since then. Customer service isn't helping.

  Business Response

  Date: 09/13/2022

  We are so very sorry our customer was charged twice on her in-store purchase and we did not meet our customer service promise. We certainly understand their disappointment and we have noted their feedback. 

  We have issued a $60 E-Gift card to cover the refund, as well as an additional amount as an apology for the inconvenience. She should expect to receive this E-Gift Card via email within 3-5 business days.

  We spoke with the customer by phone on 9/13/2022 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.

• Initial Complaint

  Date:09/02/2022

  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 had multiple issues with the local Bath and Body Works location in Manhattan Kansas. These issues all involve the store manager Jenny, who has made multiple misleading statements about policies that are ethically questionable at best. She isn’t consistent in what she claims is store policy and on the date of 9/02/2022 informed my daughter and myself as I was on the phone during the conversation that her store began the company wide policy change about exchanges early and attempted to charge for brand new candles to be exchanged. I would like to understand how one store as Jenny stated has a completely different timeline of when an exchange policy starts than what a large company has stated all over their company websites. Attempting to collect money by making a fraudulent claim about a policy seems very unethical and I’m concerned how a manager can attempt to start and stop policies depending on who the customer is as my family members didn’t have this same policy forced upon them when they visited the store earlier to exchange similar merchandise. Has the policy changed at this store early as the manager claimed and is collecting money based on policies not yet in effect something that is allowed and common practice at this business? I’d like clarity on this as it feels like a scam that was being pulled to obtain money with fraudulent claims by a store manager.

  Business Response

  Date: 10/21/2022

  We are so very sorry we did not meet our customer service promise when our customer visited one of our store locations to make an exchange. We certainly understand her disappointment and we have noted her feedback.
  
  On 10/18/2022, we shared her experience with the store's leadership team to be addressed in-store.
  On 10/21/2022, as an apology for her experience, we submitted a request for a $40 E-Gift Card to be sent to her email. She should expect to receive this E-Gift Card via email within 3-5 business days.
  
  We 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:08/28/2022

  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.

  So i went in store to get the deal of buy 3 get 3 free of full size items. i bought 3 and when i was buying the girl said it’s not going to show it’s free but it’s going to show the discount so i said okay. after purchasing, i went home and looked at the receipt and it showed that one of the items was charged full price. i called and they said they couldn’t do anything about it. i told them i can give them the transaction number so they can check it and they said i have to come in and return all the items. i don’t want to return the items. i wanted my money from the item they charged full price. My transaction number is **** and the store number is ***** and the cashier number is *******.

  Business Response

  Date: 10/19/2022

  We are so very sorry our customer was charged incorrectly on her in-store purchase. We certainly understand her disappointment and we have noted her feedback.
  
  On 10.19.2022, as an apology for our customer's experience we submitted a request to have a $50 E-Gift issued to her. She should expect to receive this E-Gift Card via email within 3-5 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.

  Business Response

  Date: 10/19/2022

  We are so very sorry our customer was charged incorrectly on her in-store purchase. We certainly understand her disappointment and we have noted her feedback.
  
  On 10.19.2022, as an apology for our customer's experience we submitted a request to have a $50 E-Gift issued to her. She should expect to receive this E-Gift Card via email within 3-5 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.

• Initial Complaint

  Date:08/28/2022

  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 have a complain about my recent visit to my local BBW store. This occurred at the Capital City Mall in Camp Hill, PA. I had 3 wallflower plugs that did not work, I put a new wallflower scent in and they were not giving off any smell. They were junk. So I went to my local BBW stores yesterday to exchange the 3 blubs for different ones. I literally stood in line for 30 MINUTES!!! And they only had 2 associates working the registers, and didn’t have anyone else to check people out. And the one associate there I am not a fan of, her name is ****** and she is not only strict but rips people off. Unfortunately she checked me out and said if I did not exchange my original bulbs for the same ones then she would have to charge me more! And I'd have to pay the difference. I was sick of waiting and told her do whatever. So there was a difference of over $16.00 I had to pay for !! Which I did not want to pay, so I ended up wasting my 25% off paper coupon that I just got in the mail! My bulbs were not fancy and were nightlights, but the associate insisted I pay the price difference. . I am furious I do not have my 25% off coupon anymore thanks to this associate, when I exchange my bulbs its an EVEN exchange, I do not pay a price difference. Ever! This issue does not happen when i exchange my bubs at other locations. Plus I always get 20% off coupons in the mail and now I just lost the 25% off one thanks to that ignorant associate

  Business Response

  Date: 10/20/2022

  We are so very sorry to hear that we did not meet our customer service promise when our customer visited one of our stores to make an exchange. We certainly understand her disappointment and we have noted her feedback.
  
  We have shared our customer's experience with our store's leadership team to be addressed in-store. On 10/19/2022, as an apology for her experience, we requested for a $50 E-Gift Card to be sent to our customer's email. Our records show that this E-Gift Card was delivered to our customer's email on 10/19/2022.
  
  
  We spoke with the customer via email on 10/19/2022 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 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:08/28/2022

  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 on 8/12/22, it said that the order was received. It had been 16 days and there has been no update on my order; when I check my order number and carrier, it says my order has been in transit since the 16th. I have tried to contact customer services but no one answered. I am afraid my order has been lost. The order number is **************.

  Business Response

  Date: 10/04/2022

  We are so very sorry our customer did not receive her order, and was unable to reach our Customer Care Team. We certainly understand her disappointment and we have noted her feedback. 

  On 9/27/2022, we processed a re-shipment of the in-stock items from the customer's order. She should have received a confirmation email within 24 hours. Our records show this shipment was delivered on 9/29/2022. As an apology for her experience, we also issued a credit of $7.48 to refund her shipping fee. This credit should process to the original form of payment within 7 business days, but may take up to 30 business days.
  On 10/4/2022, we processed an order, at no cost to the customer, for an alternative fragrance for the item that was out of stock on her order. She should expect a confirmation email within 24 hours, and her 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.

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair 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 walked in store with 2 other friends to purchase items for my husband gift basket I was putting together for our anniversary. While checking out with my items the cashier ( ******* or ****** ) unsure of name he refused to allow me to write it down . ******* asked me for my email I advised him I didn’t want to sign up for rewards I was ok with just checking out . ******* told me that I was foolish and who wouldn’t want to receive free stuff . That rubbed me the wrong way but I continued with checking out when he then asked for my phone number . Well instead of answering him I hit the skip button on the screen while I was finishing up payment process. When my receipt started to come out he shook his head smacked his lips ripped off my Receipt and shoved it in the bag and pushed bag towards me and walked away . I stopped him to ask how come he’s so up set because I choose not to be apart of the rewards program ? And how come he’s treating me this way with such horrible customer service… He smiled and said ur right u don’t have to be apart of program . And when I asked to speak to his manager and smile and giggled and started he was the manager . I then stated ur a manager acting in such a way I would like a refund for this purchase. He then snatched Receipt out of my hands ! And when I snatched it back to take a picture he began to tell me to leave the store . To make it as if I was the one who caused the problem! I then asked for a pen to write his name down he told me after getting pen that I wasn’t aloud to use any of his items ! Gave me my refund and walked away … horrible experience! Cashier ****** watched the whole thing apologizing for his actions after he left .

  Business Response

  Date: 08/30/2022

  We are so very sorry we did not meet our customer service promise during our customer's visit to one of our store locations. We certainly understand her disappointment and we have noted her feedback. 

  On 8/17/2022, we spoke with the customer via phone and forwarded her experience to our store's leadership team to be addressed in-store. On 8/30/2022, we spoke with the customer via phone to address any additional concerns she had. We have also issued a $50 E-Gift Card as an apology for her experience, which she should expect via email within 3-5 business days.

  We spoke with the customer by phone on 8/30/2022 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.