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.

close

Find a Location

Bath & Body Works has 198 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/27/2022

  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 order from Bath and BodyWorks. I was advised that they had a satisfaction guarantee, However upon making the return in the store I was advised that they could not locate my order and that I had to pay to ship it back. I was not happy and asked as to why if they had all the information that I was not able to get the return processed in the store. I have been trying to get this taken care od but due to so many restriction of covid it was hard to do. I just want to return the items due to having an allergic reaction to something in the ingredients .I have tried and tried and I have decided to reach out to BBB and see if I can get this resolved . I have provided my order and there statement of satisfaction guarantee statement that they are not upholding

  Business Response

  Date: 07/27/2022

  We are so very sorry the customer was unable to return her orders in our store, and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback.

  On 7/27/2022, we forwarded her experience with our customer care team to our leadership team to be addressed and coached accordingly. We have also issued a $150 E-Gift Card to fully refund her for both of the orders she was unable to return in-store. She should expect to receive this E-Gift Card via email within 3-5 business days.

  We spoke with the customer by phone on 7/27/2022 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

  The consumer indicated by phone that the company resolved the complaint.

• Initial Complaint

  Date:07/23/2022

  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 was told my shipment would be delivered today 7/23/2022 it was in my city 3 days ago n not delivered now it's 20 minutes away in bolingbrook and they say they have no idea when it will be delivered even though the deliver was given for today

  Business Response

  Date: 07/27/2022

  We are so very sorry the customer's order did not arrive when expected, and we did not meet our customer service promise. We certainly understand her disappointment and we have noted her feedback.

  On 7/27/2022, we forwarded her experience with our customer care team to our leadership team to be addressed and coached accordingly. We have also issued a refund for her shipping and handling fee on her order. She should expect a confirmation email for that credit 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 spoke with the customer by phone on 7/27/2022 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:07/22/2022

  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 a order on 7/6/2022 which was to arrive in 7/11/2022 needless to say it never arrived. This company with there poor customer service didn’t have to e courtesy to call me just allowed me to wait for a delivery that was never going to arrive. I called on 7/13/2022 and spoke with a representative who was no help then asked for a Supervisor and was transferred only to find out stupid UPS damaged my order and sent it back and Bath and Bodywork’s never informed me. She then reordered my order only pudding me off even more because the items I originally ordered were no longer in stock so I had to settle for crap or a refund which is not what I wanted. I wanted what I ordered because I ordered it for a read. I was supposed to get expedited shipping on the reorder that was split into two others by the way and today is 7/22/2022 that never happened. When I received the emails on the second orders the first of the split order was to arrive on Friday 7/15/2022 and the second on Saturday 7/16/2022. I didn’t receive a order on Friday nor was I contacted by Bath and Body works with an explanation. I called on Saturday 7/16/2022 and was give a lame excuse by a Supervisor that they had until 9pm and again it never arrived. I was even more ****** and still ****** today with this so called business. I called on Sunday 7/17/2022 and was told both orders updated and would arrive Monday 7/18/2022. I called on Monday 7/18/2022 and was told that the order would arrive by 9pm which it never did. I want compensation for this poor customer service. I want what I ordered it you have to hand deliver it.

  Business Response

  Date: 06/08/2023

  Engaged, apologized, and resolved on 2/28.

• Initial Complaint

  Date:07/21/2022

  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 ordered some products from company and received an empty box with the exception of packing material and invoice. I want a refund of $100.60. here is invoice
  
  Bath & Body Works
  July 14, 2022.Payment
  - $100.60
  
  Paid with
  Bank of Southside VA Mastercard
  (MasterCard Debit Card x-****)
  You'll see "PAYPAL *BATHBODYWOR" on your card statement.
  $100.60
  on July 12, 2022
  Shipped to ************************** United States
  
  Status: Shipped
  Transaction ID
  *****************
  Seller info
  Bath & Body Works
  ###-###-####
  http://www.bathandbodyworks.com
  [email protected]
  Invoice ID
  *********95232
  Purchase details
  Poppy Hand Cream(Qty 2)
  $17.00
  Poppy Shower Gel(Qty 2)
  $29.00
  Poppy Moisturizing Body Wash
  Mix & Match Full-Size: Buy 3, Get 3 Free or Buy 2, Get 1 Free-$14.50
  $14.50
  Poppy Fine Fragrance Mist
  $17.50
  Poppy Daily Nourishing Body Lotion
  Mix & Match Full-Size: Buy 3, Get 3 Free or Buy 2, Get 1 Free-$15.50
  $15.50
  Poppy Ultimate Hydration Body Cream(Qty 2)
  Mix & Match Full-Size: Buy 3, Get 3 Free or Buy 2, Get 1 Free-$35.00
  $35.00
  Poppy Whipped Body Butter
  $19.50
  Poppy Eau de Parfum
  $44.50
  Amount$127.50
  Shipping$6.99
  Tax$8.07
  Total$142.56
  This payment
  $100.60
  Fee
  $0.00
  You paid$100.60

  Business Response

  Date: 08/02/2022

  We are so very sorry our customer received an empty box instead of her full order. We certainly understand her disappointment and we have noted her feedback.

  We have issued a full refund for her entire order back on 7/28/2022. A separate email confirmation should have been received regarding this credit. This credit should post to the original form of payment within 7 business days from being issued. 

  We spoke with the customer via Live Chat on 07/28/2022 regarding her order. We also attempted to contact the customer via phone on 07/27/2022 and 08/02/2022 to ensure we have resolved all of her concerns, but we were unable to reach her.

  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:07/19/2022

  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 July 13, 2022 I received an email confirming my order, #**************. However, I did not place this order. Someone else placed it fraudulently in my name, using my email address.
  
  This is something that has happened to me with multiple companies over the last year—someone is using my name and email address to make accounts at companies and place orders, having them delivered to an address that is not mine (a different mailing address every time). Each time it happens, I call the company and ask them to cancel the order, and they do, because it was made fraudulently. They are not using my credit card, thankfully. But while this is not a financial crime, it is a crime of identity theft. The other companies have always done the right thing, but not Bath & Body Works.
  
  I contacted Bath & Body Works by email and phone after receiving the order confirmation. My email to their customer care bounced. In my phone call, I was told that Bath & Body Works will not cancel this order. They advised me to change my password. I explained that I do not have a password (or an account), as the account was made fraudulently. I asked to speak to their fraud department and they said they do not have one. I received notification that the item has shipped, which means that, for the first time, the fraudster has been successful at using my identity to receive goods.
  
  I would like Bath & Body Works to cancel this fraudulent account and not ship any further orders to this person pretending to be me.
  
  Thank you for any help you can provide in this matter. 

  Customer Answer

  Date: 08/03/2022

  Hello, I filed a complaint against a company with the BBB on 7/19/22 (complaint ID 17589091). On 7/29/22, I received a
  letter from the BBB saying that the business did not respond so the BBB closed my complaint. But the BBB’s own website
  says that it gets a complaint to a business within 2 days and gives a business 14 days to respond, then contacts them
  again, and that complaints are generally closed in 30 days. Why would the BBB close my case after only giving the
  business a week to respond? The business has not resolved the issue. Would you please reopen my case? Thank you.

  Customer Answer

  Date: 08/03/2022

  Hello,
  
  Thanks so much for the quick reply. I ended up speaking with Bath & Body Works, and while they would not close the account that was created fraudulently, they agreed to not allowing any more orders to be processed without contacting me. So I think it’s fine to re-close this BBB case.
  
  Thank you for your help with this—they would not have agreed to this had they not been contacted by the BBB.
  
  Best,
  *****

• Initial Complaint

  Date:07/16/2022

  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 placed an order for the Strawberry Pound Cake Fragrance Mist on July 15th (#**************). On July 16th I awoke to my order being cancelled by the company. I then contacted the company via phone to find out why my order was cancelled. They weren't able to give me a logical explanation as to why. The first explanation was that maybe the item was out of stock, that was false. The 2nd explanation was that the billing address was incorrect, that was false. The 3rd explanation was that the name on the card didn't match, that was false. The 4th & final explanation was that there was a block in the system on my account. I wasn't notified of this by the company, no contact was made & if this was the case, why was I still able to place an order & have money taken out of my account? I then requested to speak to a manager & waited nearly 15 minutes only to be rudely hung up on as I began to explain the issue. I called back, explained the issue & requested a replacement of my item because the issue was solely a technical issue from the company's website. I was only offered to place my order AGAIN, having my card charged TWICE and running the risk of my order being CANCELLED yet again! I kindly rejected that offer for that very reason. I am contacting now requesting that my item is replaced yet again. I placed 2 separate orders on 06/25 (#**************) which were cancelled w/no reasonable explanation. 07/16 makes the 3rd cancelled order. I am disappointed that I've had such a frustrating/tumultuous online experience with a major establishment such as Bath & Body Works. In the age of technology all website/app based merchant relations should be as convenient/efficient as possible. I shopped this Semi Annual Sale from beginning to end & I do not appreciate the way I am being treated as a loyal customer.

  Business Response

  Date: 08/05/2022

  We are so very sorry that the customer’s recent orders were cancelled. We surely understand her disappointment and have noted her feedback.

  
  We have attempted to contact the customer on July 27, August 2 and August 3, 2022. We do wish to speak with the customer directly to resolve her concerns and assist with replacing her order. We invite the customer to contact us directly at 1.800.756.5005 for support. 

  
  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:07/14/2022

  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 bought some candles probably about 4 months ago when I was in vacation and I went to store to exchange for them to tell me without a receipt they could only give a partial refund. I didn’t pay y’all partially. I only wanted to exchange the candles, I didn’t want refund and she said she had to do it that way.