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

1,115 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:02/05/2025
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 placed an online order on 12.2.24 for Christmas gifts at Bath and Body works. The order was due to arrive in 1-2 weeks. I place several orders a year totally close to a thousand dollars, so I am very familiar with their order process. My order was shipped and never delivered. I reached out to bath and body works the week before Christmas because my order still had not arrived, they said they said that they would reship the items that were still available, but many holiday items were sold out. They issues a refund for the items that were sold out and said the rest would arrive by 12.23.24. They items did not arrive. I reached out again because I had to rush out and purchase all new Christmas gifts and spend another $300 on top of the $328 they had already charged me. They escalated the case for a refund. I never heard back. I called back two more times for them to tell me that it would need to be re-escalated. I still never heard back. On January 14, I received an email saying that a credit for $240.39 would be processed to my original form of payment, which was ****** using my debit card. ****** has continued to charge my account. I reached out on 2.5.25 to inquire why I am being charged since it should have been refunded, and they said they never received the 2nd refund for $240.39, but only the first refund of $70 for the items that were no longer available. It has been two months since I placed my order. The tracking shows that the package is lost. **** tracking 1ZRO63810334906650) I have not only been making payments on items I never received, but I had to spend more money during the holidays that I did not have to spare in order to replace the items that were lost and not replaced. My money was stolen for products never received or refunded. This is fraudulent business activity and I would like a full refund as soon as possible.
Customer Answer
Date: 02/10/2025

---------- Forwarded message ---------
From: ****** ***** <*******************************>
Date: Fri, Feb 7, 2025 at 5:06 PM
Subject: ID ********
To: <**********************************************************************************************>

Here is the email that I received regarding my refund. I have not received my refund. ******. reported as of 2/7 that they have not received the refund from *** in order to credit my account

My *** case number is 9284208.

Thank you,
****** ***** Rigolini
Business Response
Date: 02/12/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund or exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund or exchange concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/27/2025
I was told I would have my refund by 2/27. At this time, I still have not been refunded $240.39 that I am am due. I am being told I have to wait another 3-5 for a transaction ID to then go and investigate further with ******. I should not have to continue waiting if there is an issue on the backend. A refund should be resent and Bath and Body works should deal with the transaction issue.
Customer Answer
Date: 02/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22904165

I am rejecting this response because: I was told my refund would be processed by 2/27. It has not been processed. I am being told I have to wait another 3-5 days for a transaction ID so then I can investigate with ******. This is unacceptable. My money has been held sine the beginning of December. If they have an issue with the refund and ******, Bath and Body Works should be dealing with that. I should be refunded immediately and they can investigate the original refund. I am still being charged monthly for items I have never received after 3 months.
I was told I would have my refund by 2/27. At this time, I still have not been refunded $240.39 that I am am due. I am being told I have to wait another 3-5 for a transaction ID to then go and investigate further with ******. I should not have to continue waiting if there is an issue on the backend. A refund should be resent and Bath and Body works should deal with the transaction issue.

Regards,

****** *****
Business Response
Date: 03/03/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund or exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund or exchange concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:02/05/2025
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.
Ive tried 3 times to speak with customer service in the last 6 months in regarding adding gift card to my balance on line and it disappearing. The 3rd call they finally let me know that it was a technical issue and they would fix it. And return my money back to the gift card. It again had been since December since I called and still never got a call back or my money back. I have called repeatedly and all I get is someone will get back to you and I have yet to hear back. I put in multiple tickets and complaints with no resolution. So I decided to come here with hopes of someone actually caring. Its completely ridiculous . That a large company as this can not take responsibility and return my money or gift cards that I paid for .
Business Response
Date: 02/12/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:02/03/2025
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.
Dear Bath & Body Works Customer Service,I am writing as a long-time and loyal customer to express my frustration and dissatisfaction with my recent experience at your ***************** location (*****************************************).I had called the store ahead of time to confirm the exchange policy for candles, and the employee I spoke to assured me that I could make an even exchange. However, when my husband who was helping me with the exchange visited the store, he encountered significant difficulty. The manager, ***, was not only unhelpful but also treated him in a very unprofessional manner. Rather than assisting him with the exchange, she rushed and pressured him into making a return instead, despite his clear request to simply exchange the items. Her behavior was bullying, and he felt disrespected throughout the ************** is incredibly frustrating that we were misled by the information provided over the phone and subjected to such unprofessional treatment in-store. I believe the situation could have been handled more effectively and with more respect for your customers.I would appreciate it if you could look into this matter and address the unprofessional conduct of the manager. Additionally, I would like clarification on your exchange policy as I was initially told I could make an even exchange, only to be denied in person.Thank you for your time and attention to this matter.
Business Response
Date: 02/04/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your customer service experience. We are pleased we were successful in finding a satisfactory resolution based on your customer service concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/18/2025
Hello,
Bath and body works had reached out to me and apologize for the employees behavior.
B&BW will communicate with their district Managers to make sure it wont happen again to any customers and remind their employees of the return/exchange policies .
I am satisfied with the outcome. Thank you .
Initial Complaint
Date:02/02/2025
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.
Ordered products on Jan 10th. Received information that the order was returned to sender because it was damaged during shipping. Which means I never received any product, yet I paid for my order and was charged. I requested refund SEVERAL times from B&B Works yet they have YET to refund me KNOWING I DONT AND WONT RECEIVE MY ORDER. Tracking number proving order was never received: *** 1Z79E51AYW38967110
Customer Answer
Date: 02/04/2025

---------- Forwarded message ---------
From: ***** **** <*************************************>
Date: Mon, Feb 3, 2025 at 3:24 PM
Subject: 22889673
To: <**********************************************************************************************>

I paid through ******* I originally opened a complaint through ****** to be refunded. Bath and Body Works just keeps sending me a copy of the proof of delivery to a shipping dock. As if it was delivered to me in order to keep from refunding me. You may want to contact ****** to see the correspondence from me to them and vice versa.
Business Response
Date: 02/11/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the delivery experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Initial Complaint
Date:02/01/2025
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 order was placed on Jan 5th, 2025 and was for the amount of $847. The amount of disrespect that this store has shown is a first for me! Just to outline how little care they have shown for my order, I first received an email on Jan 13th that my order has arrived. Upon further inspection, this was not true. I not only checked my cameras to confirm this but when I contacted ********* they advised me to contact Bath and Body Works. I first called on Jan 20th, yet was advised to wait 2 extra business days, and I obliged. Upon not hearing back, I later contacted on chat where I was offered a reshipment, however due to my unpleasant experience I requested a refund. An agent by the name of **** told me the credit is already processed and I will hear with final confirmation in 48 hours(I have attached a screenshot). Just today, after giving me the run around for 2 weeks, I was told that it's not Bath and Body Works responsibility to deal with what happens with my order once the carrier delivers it. What Bath and Body works fails to understand is that even the delivery photograph PROVES it was not delivered to me as the photo is of an address that does not belong to me!This is deliberate disrespect at this point, and corrective action is warranted.
Business Response
Date: 02/11/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund or exchange experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week. Please contact us at your earliest convenience at ************ and we would be happy to support with any outstanding concerns.
Initial Complaint
Date:01/31/2025
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 made a purchase at *********** on 12/6/24 at 10:38am for a total of $118.12. The till locked up & they had me move to another register to complete the transaction. I was reluctant to swipe my card a 2nd time because I had already swiped it when it locked up. However, ***** the store manager insisted the charge would not be double charged since the register had locked up and the transaction never went through. Then when I got my credit card statement it was charged 2x as you can see. I called ***** at *********** *************) and spoke to her. She stated that it is just unbelievable that it would have charged 2x. She will send it to her accounting manager, and they will call me back. I have never received a call back from them, but did notice that on 12/26/24 the charge was credited back to my card. Only to find out today that it appears again as a charge on my card again. To be clear, I did make a purchase at *********** for some shower gels and lotions for the total of $118.12 purchase, which I have attached the copy of the receipt. I only made one purchase for this amount, not 2 purchases, but was charged twice on the credit card.I have again today called ***** at *********** asking for a manager, she stated she is a manager, as well as *****, however, ***** was not available. She stated she couldn't give out phone numbers or contact information for upper management to check into this further.
Customer Answer
Date: 01/31/2025
Thank you for responding, however, Bath & Body Works finally resolved the issue today.
Customer Answer
Date: 01/31/2025
I have attached the correspondence from Bath & Body Works that this should be resolved.
Initial Complaint
Date:01/30/2025
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 ordered a box of sweetheart cherry wallflowers and 5 hand soaps. The hand soap was everywhere, coating all the bottles, I was able to clean those up no problem.BUT the oil scents I purchased with the scent holder, ruined my dresser.I placed the box on my BRAND NEW dresser on Thursday night, Sunday morning I went to open the box and noticed a big ring on my dresser. After further examination, I realized the oils had leaked through the plastic wrap, then through the box The oils literally ate the top coat of paint off of my dresser I realize that IF I had opened the box and left the oils open on my dresser than I would be the one to blame, BUT THE PACKAGE WAS NOT EVEN OPEN YET. I attached a photo of the box where you can clearly see the oils leaked thru the box and onto my dresser.. I also attached a photo of the circle where the top coat of my dresser is clearly no longer there..I have been shopping with bath and body works for 15 years, I have spent a lot of money with you guys and I am extremely dissatisfied with my recent experience. I do not think Bobs furniture will replace my dresser, and it was not a cheap one!!!!
Business Response
Date: 02/11/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your product experience. We are pleased we were successful in finding a satisfactory resolution based on your product concern. We take your concern seriously and have we have escalated it to our resolution management team for additional review and follow up. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Initial Complaint
Date:01/30/2025
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.
Order # **************. On January 29, I placed an online order of 31 items to be picked up at the ************, store. Today, I received a notification that 30 of my 31 items were cancel. 30 items cancelled its just unacceptable!! What a waste of my time. Why would a company advertise products they dont have available. To top this off, the items are out of stock online, so there is no way to repurchase at sales price.
Business Response
Date: 02/02/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your delivery experience. We are pleased we were successful in finding a satisfactory resolution based on your delivery concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/03/2025
[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:01/27/2025
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.
Bath and body works had a promotion on line, January 2/3, 2025 that wall flowers and hand soaps 2.99 for 24 hours with a discount code. I went to order but it wouldnt let me enter the code so I couldnt order. I was out of country an unable to call, but I did send an email with no response I called today and they would not honour the special. The attendant admitted they had numerous issues with the code and received many calls and chats. I informed her I was out of country and was not able to call.. this is not the first time Ive had issues with these flash sale codes.i would like bath and body works to honour the sale for me. And as customer service recovery, to cover the shipping.
Business Response
Date: 02/02/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your advertising experience. We are pleased we were successful in finding a satisfactory resolution based on your advertising concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 02/13/2025
[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:01/27/2025
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 been a very loyal customer to this ********************** for years. They have become increasingly fraudulent over the years with their coupon policies. I got two coupons in the mail-one for a free "mini" item up to $9.95, and one for 20% off a purchase. When I went to use the one for a free item (no purchase required), the associate scanned it and said it had "already been used". She then tried to KEEP the coupon, and when I asked for it back she said that this "happens all the time" and that I can either try to use it online or contact customer service for another coupon/code. If this truly, "happens all the time", why hasn't something been done about it?! I had no problem using it online, EXCEPT the fact that the website does not allow customers to check out with an order that is $0, meaning I would be FORCED to buy something, which is at the very least false advertisement on their end as the coupon says FREE item, not FREE item with purchase. What is worse is that my 13 year old daughter who is special needs, had taken her time to pick out an item she really wanted only to be humiliated when we had to leave the store empty handed without her body wash. This company needs to either change the wording on their coupon to make a purchase required to get the free mini, or fix their website to support checking out with orders of $0. I even had an online chat with customer service about this and they were of no help either. I did end up using the coupon online and of course had to buy something in order to get my FREE item and I want a refund because their coupons should work in store so my child could have gotten her body wash free, like the coupon said it should be. It is the sheer principle of fairness that led me to file this complaint against this company.
Business Response
Date: 01/29/2025
Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund or exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund or exchange concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon.
Customer Answer
Date: 01/30/2025
[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,

******** *********

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Bath & Body Works is NOT a BBB Accredited Business.