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

  2300 Bernadette Dr # 516 Columbia, MO 65203

• 

  Bath & Body Works

  34 W County Ctr Saint Louis, MO 63131

• 

  Bath and Body Works

  2900 E College Ave State College, PA 16801

• 

  Bath & Body Works, Inc.

  1620 E 10th St Roanoke Rapids, NC 27870-3199

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:08/20/2022

  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.

  I've contacted customer care multiple times and no one has been any help. My account doesn't allow me to sign up for the rewards program to due an error I keep receiving. I've made tons and tons of purchases and have missed out on points and free items others have enjoyed. This is unfair!!

  Business Response

  Date: 08/30/2022

  We are so very sorry our customer experienced difficulty when attempting to sign up for our Loyalty program. We certainly understand his disappointment and we have noted his feedback. 

  We have shared his feedback regarding our Loyalty program. As an apology for any inconvenience this may have caused, we have also issued an online-only coupon for 20% and free shipping if his order is $50 or more. This will be sent via email within 24-48 hours.

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

• Initial Complaint

  Date:08/19/2022

  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.

  About 2 weeks ago I made an online order using a 30 % off with free shipping code and used 2 of my rewards. That entire contents of the package was broken and damaged. Total was $48. I stated I wanted a refund and my rewards added back to my account. Imagine my surprise when I received an email saying the order has been reshipped. I asked for a REFUND!!! This is just one big headache. I want a resolution to this nightmare. Thank you

  Business Response

  Date: 10/04/2022

  We are so very sorry our customer's order arrived damaged and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback. 

  Our records show that the customer contacted our Customer Care team via chat on 8/22/2022. We issued a credit for$40.72, refunding her entire order. The customer should have received a confirmation email for this refund, and the funds should have been issued back to the original form of payment 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.

• Initial Complaint

  Date:08/19/2022

  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 purch. a $100 Bath and Body Works gift card on 06/25/2022 from the Fairfield Commons Mall in Beavercreek, Ohio. The pur***** was for a b-day gift. The gift card was placed in the mail on the same dt but was never rcvd by the recipient. There has been a lot of mail fraud in Ohio so I called Bath and Body Works at the # on the receipt (###-###-####) & was told by a representative that there was nothing that they cld do. On this phn call they were supplied with the gift card #. I hung up & called my bank, *****, & they advised me to try & resolve it thru the merchant. A couple of weeks went by & I received the gift card back in the mail as it was Returned to Sender. The envelope was sealed & the gift card was unused, as it was still in the gift wrap & the pin number was intact. The recipient's b-day had passed so I decided to keep the gift card & use it on myself. I went to Bath and Body Works on 08/13/2022 & when checking out, they advised me there was a $0 balance on the gift card. I said that was impossible because it had not been used. They advised me to contact the # on the card as there was nothing they could do in store. I had to use an alternate form of payment & I contacted the # on the back of the gift card (###-###-####), I spoke with a gentleman who advised that there is a $0 balance because the card was reported lost or stolen & the funds were transferred to an electronic gift card. I asked him where were the electronic funds sent? Because I never supplied Bath and Body Works with my email & was never advised that this was an option or that this would be done, he said I had to contact the Customer Relations dept (###-###-####). I called 2x: 1st time there was a long hold, 2nd time the rep hung up on me after I told my story. I waited & called again on 08/17/2022 & requested a mgr, I told the mgr my story & gave my email & phone # she said she would put in a request for me to receive an electronic gift via email, but I haven't received an email or call.

  Business Response

  Date: 08/30/2022

  We are so very sorry we did not meet our customer service promise when handling our customer's lost gift card concerns. We certainly understand her disappointment and we have noted her feedback.

  On 8/30/2022, we forwarded her experiences with our customer care team to our leadership team to be addressed and coached accordingly. We have issued a $130 E-Gift Card for her overall experience, as well as to replace the funds missing from her gift card. She should expect this E-Gift Card via email within 3-5 business days.

  We spoke with the customer by phone on 8/5/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved once she has received her E-Gift Card.

  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: 09/03/2022

  I have not received the promised gift card. I have checked my email daily (inbox and Spam). 
  

  Business Response

  Date: 09/19/2022

  We are so very sorry our customer did not receive her e-gift card as promised. We certainly understand her disappointment and we have noted her feedback. 

  We issued a $130 E-Gift Card to the customer on 9/8/2022. The customer should have received two separate emails containing a $100 and $30 E-Gift Card on that date.

  We spoke with the customer by 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 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: 09/20/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  Each time I shop at store and use my debit card, Bath and Body will start sending me emails. I always tell cashier I do not want emails; however, I still receive them, sometimes upto 5 a day. I tried to unscribe and change my email but they will not stop. I also tried calling company but recorded message gives website then disconnects call.

  Business Response

  Date: 08/30/2022

  We are so very sorry our customer has been receiving our promotional emails in error after attempting to unsubscribe and has been unsuccessful in reaching our customer service team. We certainly understand her frustration and we have noted her feedback. 

  On 8/30/2022 we submitted a request to have you removed from our promotional email list. Please allow up to 7-10 business days for this request to fully process.

  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: 09/13/2022

  Via BBB Ticket:

  I purposely did not respond to the company's response to my complaint to the BBB because, I wanted to see if indeed Bath & Body would abide to their promise and commitment to cease the barrage of emails within 7-10 business days- and no, they have not.
  
  I continue to receive emails both day and night. Upto 3-5 emails per day. I received 3 emails on September 11, 2022.
  
  ****** **** *** *********** ******

  Business Response

  Date: 10/24/2022

  We are so very sorry our customer is still receiving our promotional emails. We certainly understand her disappointment and we have noted her feedback.
  
  On 10/21/2022, we submit a request to have our customer manually removed from all of our marketing lists. Please allow up to 7-10 business days for this request to be completed.
  
  We made three attempts to contact the customer via phone, and three attempts 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: 10/26/2022

  [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:08/17/2022

  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.

  On August 4th I placed an order worth $124.93. On August 6th I received an email that my order has been shipped, it also included a tracking number and a delivery by August 15th confirmation. As of today, August 17th, the package has still not been delivered. When I track the package via Bath & Body Works, it simply states “Awaiting Carrier Pickup” as it has stated since a day or two after the aforementioned shipping email. That status update never changed and so I used the tracking number to track the package via the company they used to ship my items. On their site it stated that the package is broken and to contact seller for more assistance. 1. Why did it necessitate for me to dig deeply in this matter to figure out what’s going on? 2. Why did bath & body works never update me or assist me with this? Furthermore, I contacted B&BW’s customer service to inquire on an explanation and a solution, the rep had no idea what was going on, told me that the package is awaiting courier pickup, and pushed no further until I demanded more information. I explained to him that the order is long delayed and what the update said from the shipping site and only then did he attempt to figure out the problem. After being on hold for 20 minutes, he only stated that he has no idea what happened but that they have reshipped my order to me and that I would receive an email in mere minutes with the confirmation and new tracking. I never received that email. It should also be know that this is my second time ordering at B&BW online and the second time with delivery issues. Id ask for a full refund at this point because such a successful company hasn’t figured out how to ship a package, but I refuse to not get what I ordered. I need the new email sent to me so that I can track the order and do their job again. And I don’t think it’s beyond them to find a measure to fix this for me and resolve these issues. Do better Bath & Body Works.

  Business Response

  Date: 10/04/2022

  We are so very sorry we did not meet our customer service promise, and our customer experienced difficulty attempting to track his order. We certainly understand his disappointment and we have shared his feedback.

  On 8/16/2022, our Customer Care team processed a re-shipment of the customer's order. Our records show that this order was delivered on 8/19/2022. We also processed a credit on 8/17/2022 in the amount of $2.55 for an item from his re-shipment that was out of stock. The customer should have received a confirmation email within 24 hours, and the credit to the original form of payment within 3-5 business days, but up to 30 business days.

  On 9/27/2022, as an apology for the experience our customer had, we issued a $50 E-Gift Card to be sent to the customer's email within 3-5 business days. Our records show that it was sent to the customer's email on 9/28/2022.

  We made three attempts to contact the customer via phone, and one attempt to contact him 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: 10/05/2022

  [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:08/15/2022

  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.

  I returned $334.24 of merchandise to Bath & Bodyworks at the Gulfview Mall in New Port Richey in Fl and received a merchandise card only to learn that $76 was the amount the cashier put on my card! I called customer service and corporate more than 6 times and was told I’d be receiving a new merchandise card in my email. Well, over 6 weeks now, I haven’t received anything and was told the last time I called that i would not get anything until I provide my return receipt when all info was already confirmed! I read about them scamming people but now it’s personal because it happened to me!!!

  Customer Answer

  Date: 08/17/2022

  Good afternoon,
  Please note that I am sending you the information of the original merchandise credit card I am referring to # **** **** **** **** *** and the pin is #****
  I was given 4 credits on the card $39.20, $106.49, $166.49 and $21.94  Total credit on card should have been $334.12.  I made one purchase using the credit for $71.57 on June 27, 2022.  There should be a credit owed to me for $262.55.  I called customer service and I called corporate, never once did I get a resolution.  There has not been one phone call to me from the company explaining why they have not sent me my merchandise card, tis has been going on for 2 months!!!!!!
  Sincerely,
  ******* *********

  Business Response

  Date: 08/30/2022

  We are so very sorry we did not replace our customer's merchandise credit as 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 $265 E-Gift Card as an apology for any inconvenience this has caused for 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 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.

  Customer Answer

  Date: 09/01/2022

  
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.  I have received $265 in merchandise credit in good faith from Bath and Bodyworks, however; I have not tried to utilize the credit yet and hope the correct amount is actually what displays on the merchandise credit this time. It should not have taken almost 3 months to give me what was mine to begin with. I hope in the future, they pay attention to what their employees are doing!

  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: Sunday 7/30/2022 at 3:11 pm (show on the receipt)
  Trans: ****
  Store: *****
  Reg: 004
  lill: 1004
  Cashier: *******
  Loyalty ID: ***********
  
  I bought 6 Cologne at 2800 N Main St Space 267, Santa Ana, CA 92705. There were total 3 cashers. 1st one, after she scanned and said my total is $120.xx. I said I don't think so. there are something wrong. One Cologne is $39.95 and you guy have promotion today buy 3 get 3 free. Also, I I have 30% off in my Bath&Body Work App. I used calculator in my cel phone to show her. $39.95 x 3 = $119.85. $119.85 - 30% = $83.895. She said plus Tax. I said Is Tax almost $40 for almost $84? She said "Yes" that is the system shows. I didn't agree and she call the second cashier. The second one said the same as the 1st one. I used calculator and showed the 2nd cashier and she have the same response as the 1st cashier "the system shows, I don't know". Then they called the 3rd cashier, this lady's name is ***** (if I am not wrong), I think she is supervisor/manager. She did something with the system ans said $177.xx.I say no and said buy 3 get 3 free and I have 30%. after she scan my 30% barcode and said $155.xx. I say no one more time. She did something again and said $120.xx. I showed her the Calculator again and she keep going said $120.xx DO YOU TAKE IT OR NOT? No that's not right. she did something again and again. Finally she said $90.62. I said year this is correct. you guy did wrong and event didn't say SORRY. She said DO YOU TAKE IT NOR NOT? again. Then I paid and got out the store.
  I don't understanding what kind of bad service they gave me. I have been feeling really down since that day.
  Now I would want they have to write a sorry letter to me and give me full 6 cologne complementary.
  
  Also, 30% off barcode will be expired on 8/20/2022 but somehow it's gone from my app. Please advise.
  I don't have scan to upload the receipt. Please see all information on the top that I got from the receipt.
  
  Thanks. 

  Business Response

  Date: 08/31/2022

  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 issued a $130 E-Gift card as an apology for her in-store experience. She should expect to receive this E-Gift card via email within 3-5 business days. We have also issued an in-store only coupon for 20% off, which will be sent via email within 24-48 business hours. 

  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.

• Initial Complaint

  Date:08/08/2022

  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 received an email today stating that Bath & Body works received my order. I did not place an order. I logged into my account to see that an order was placed on my account. It was my name and email address that was used. However the Ship To address was not mine. I called to cancel the order and reverse the charge. I was told they couldn't do anything because the order was sent to the warehouse. I called twice, spoke to different people and was told the same thing by a manager. All they said is if your card is charged you'll have to file a fraudulent charge with them. This is absurd that I'm telling them it's a fraudulent order on my account and they won't even cancel it. From the time I received the email, saw the email, and called...only about an hour of time passed. Something needs done.

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have place two orders through Bath and Body Works. Both orders have been well over $100. I order several candles every year and am a regular to this business that is in my local mall. Twice I have recieved candles where the outside glass has been broken. The first time I assumed it was due to the delivery company and let it go. This time my candle was packaged in a small cardboard box and then packaged inside a large cardboard box for shipping. Upon opening the small cardboard box I sustained a laceration to my finger due to the fact the glass jar to my candle was broken inside the cardboard box. This tells me that there is a high chance it wasn't broken during delivery as it was packaged well. It seems that it had been broken where ever it was in storage. I am becoming extremely frustrated with having to worry about ordering something that is going to arrive broken. It would be different if this was the first time but it isn't. This has now happened to me twice.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Bath and Body Works stating there was a sale today (07/27/22)only. When I clicked on the link in the email it then stated the sale was tomorrow (07/28/22) only. I chatted with a women from Bath and body works and she refused to honor the sale for tomorrow 07/28/22. I then called the corporate number and the women told me I didn't know what I was looking at. I have a screen shot of the screen showing the sale being for tomorrow.

  Business Response

  Date: 08/05/2022

  We are so very sorry our customer received an email for a promotion that included the incorrect date, and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback.

  On 8/5/2022, we forwarded her experiences with our customer care team to our leadership team to be addressed and coached accordingly. We have issued a $25 E-Gift Card for her experiences, which she should expect via email within 3-5 business days. We have also issued an online-only coupon for 20% and free shipping if her order is $50 or more. This will be sent via email within 24-48 hours.

  We spoke with the customer by phone on 8/5/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.

  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 08/05/2022

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