ComplaintsforBath & Body Works

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/18/2024 I went to spend the 100 dollar gift card that I had just put on my account the week before, and it was drained. I contacted customer support to see if they could do anything to help me. The first person was rude and told me people like me shouldn't be waisting their time and I needed to find a new way to scam people. So I tired again and got a new person they promised to help but they haven't done anything to get my 100 dollars back. I have copies of theses messages also. On top of everything else my cart would not even load so I could check out during yalls sell. It's really becoming ridiculous that a major company like bath and body works will scam their hard working customers out of their money, FOR NO REASON... I have been ordering with bath and body works for years and never have I had a problem like this and to be accused of being a scammer on top of being scammed is wrong on so many levels.

  Business response

  07/26/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your gift card experience. We are pleased we were successful in finding a satisfactory resolution based on your gift card concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon.

  Customer response

  07/26/2024

  [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.]
  Thank you so very much ms.********. she worked everything out for me and went the extra mile. I really appreciate it and am so very thankful she was the one to help me . 
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Misleading process online to make multiple purchases unintentionally. I tried making a purchase and got an error message that the transaction was unable to be process and that I would not charged. I then processed the purchase again and went thru, but they still process the first failed attempt order and charged me for it. This was misleading and when I tried to correct the issue, customer services refused to.

  Business response

  07/23/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your selling practices experience. We are pleased we were successful in finding a satisfactory resolution based on your selling practices concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  07/23/2024

  [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

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a giftcard in order to make an online order. I went to pay for my order, entered my giftcard information and selected apply. I used a credit card to pay the reminding balance. When I received the order confirmation 15 minutes later, the whole total had been charged to my credit card. Within 30 minutes of purchase, I contacted customer service asking to cancel or change the payment method. They said they couldnt do anything so Im stuck with a giftcard I dont want and I paid out of pocket for the order.

  Business response

  07/17/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your 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 response

  07/17/2024

  [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 am very pleased with the promptness and thoughtfulness of this businesss response and would absolutely shop with them again after this response. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On several occasions, I have purchased BBW Hydrating Body cream over several years. There is no "use by" date listed on the product. Fast forward, I go to use one and it is basically like mushy water. Then come to find out almost all that I have in my home are mushy like the one I tried. I went to exchange them at the store and even though the carry the SAME scent, she would not exchange it for the same item because the packaging was not the same as their current packaging. Mind you they update their packaging regularly. The store mgr. then proceeds to tell me on average they have a two year shelf life, and she has never seen this happen before. I call BS. Basically even if I bought one 6 months ago, she would not offer any compensation. We go back and forth and she tells me there will be no refund for any of the scents that have been discontinued even though they were all brand new and have not been used even once. According to their return/exchange policy, unused items are eligible for return or exchange even without a receipt. If they will not offer me a store credit for this unusable cream, I want to exchange them for a comparable item.

  Business response

  07/18/2024

  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. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  07/25/2024

  [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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 4, 5th I’ve been trying to purchase items from the website and it keeps declining the order and saying it’s unusual activity. Even spoke with customer service and wasted 20 mins to place an order that declined. I don’t know what’s unusual about the transaction to them, but it’s frustrating. I’m not gonna mess with y’all anymore. Just know that - I’ll never forget the discrimination I’ve received. I’m pretty sure they think someone with my name can’t afford hundreds of dollars worth of items but that’s just the ignorant mentality folks have unfortunately.

  Business response

  07/15/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your service concern. For any future inquiries, Bath & Body Works Customer Care 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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order was placed for 25 palo santo vanilla candles on 6-14-24.Tracking was sent and credit card charged on 6-18-24.Item has never been shipped. Just the label has been created. *** Tracking number: 1ZR063810324160448.I called and asked for a refund and they denied me. Told me they could not reship or provide a refund even while admitting they see that the package has not moved.This is absolutely insane behavior and clear theft from the company seeing that the item clearly has not ever left their hands or and made it to me.They claim they can't refund me because my account has been "flagged". This is completely unjust. If you compare the volume of what I buy to the times I have called in with issues, well it is very miniscule. This company chooses to package things horribly and takes no responsibility or make any changes to rectify that. So of course they are going to get a lot of complaints of damage. Go look at any of their social feedback pages showing the way they "throw" stuff in a box to ship to their "valued customers". I eat A LOT of loss that I NEVER claimed due to this behavior and yet I am punished and made to feel like a thief when I do call in with issues of missing packages and such. When you can CLEARLY see that a package has NEVER shipped, whether your account is so called "flagged" or not you should give the customer back their money. It is not theirs to keep. TRACKING IS PROOF!Give me my money back BBW!

  Customer response

  07/09/2024

  Franklin from Bath & Body Works called on July 4th.  

  He stated they had refunded me for the candles (and I did get that refund). 

  He asked me about the other order that was damaged and being shipped back to them a total of 14 perfumes  (9 luminous and 5 clementine).  The tracking proves this  1Z6515WR1317287853.

  He told me that they were refunded me $107.82 for ******** and $54.90 for **********.  For a total of $162.72.

  That has NOT happened.  They have NOT refunded me for this open claim.

  Please help.

  Business response

  07/12/2024

  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. 

  Customer response

  07/18/2024

  [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 and they did finally refund me but that was with MUCH aggravation! Bath & Body Works can't not help their customers with packages that have never shipped out, or packages that are returned to sender and have never even been in the hands of the customer.  That is not legal or ethical.  This communication barrier that you have created with your customers in which they are forced to file a complaint here is not right. 
  
  Regards,
  
  *******************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into your retail store located in ************, ********* WI on June 30th, between the hours of 11:00am and 12 noon. I have two complaints. One with your Caucasian employee, who I believe was a manager, and the other with the African-American cashier during the time frame listed, I did not retrieve their names. I asked the employee/manager to accommodate a discount for lavender booster beads. I had the last bottle in the store. The bottle was opened, wouldn't close, and the bottle wasn't full. The manager just looked at me and walked off. My tote was heavy, so I asked the cashier if I could set my items down, while I went back for some room spray. The cashier's manners were abysmal. She replied, "Do what you want to do." I asked her if she could watch my items and I smiled, but she looked at me crazy and replied again, "Do what you want to do." I went back to the register with my other items, and my items came to approximately $88. I asked the cashier for a discount again, since I had the last bottle, which was opened, wouldn't close, and some of the scent beads missing, the cashier blew her breath like I was wasting her time. She used her walkie-talkie to ask for the discount, but after waiting, no one responded. The same Caucasian employee I asked earlier for the discount came to the desk to take the next customer. I was ignored, with no acknowledgement. I told the cashier to forget it. I left my items, walked out, and made my purchase online. I did make a comment to the door ******* regarding my experience. I would like a response from a corporate officer in acknowledgement of my complaint.

  Business response

  07/03/2024

  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.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order from Bath and Body Works online on 6/21/24. I was sent an email on 6/23/24 that it was on the way with a *** tracking number. It should have been delivered 6/28/24 but suddenly the box was being switched to **** and would be delivered by them. Well *** tracking said **** had the package and *** didnt anymore and **** says they dont have it so I contact customer service. A ***** spoke to me through customer service and after checking why the box was missing, he preceded to tell me that it was a technical error and that it was never even sent out? Seriously? So Bath and Body Works stole my money then kept it for over a week and now say it will take a week to refund me. He said all items are out of stock. I will never shop there again and would let everyone know NOT to shop there because they steal money and never send a product.

  Business response

  07/12/2024

  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.

  Customer response

  07/12/2024

  [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. I was refunded and I dont want to order anything which is what they are calling about. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received White Citrus Cream in an 8 ounce tube in February as a gift. On June 27th I tried to use the cream and it was all watery like m**k, not a cream. I tried to get an even exchange at the store in ************, **. and they told me I could get another for a discount, I would have to pay about $7. I don't think I should have to pay for something that isn't my fault. I am a senior on a budget, I believe it is unfair.

  Business response

  07/15/2024

  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 Customer Care is ava**able for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  07/15/2024

  [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

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had just placed a large order of their Semi Annual Sale items and then I got an email notifying me of price drops. Almost all the items I had just bought had decreased in price and my order hasn't even shipped yet. Their website says they do price adjustments within 14 days and to contact them for the difference. I did an online chat with three separate people who would say my order wasn't eligible and then end the chat so that I couldn't respond to them and the chat would disappear. The first person I asked to cancel my order since I had just ordered the day before and it hasn't shipped yet but she said I couldn't cancel. The difference in sale price came to $46.19 which I would like credited since they state they do price adjustments.

  Business response

  07/03/2024

  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/exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund/exchange concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  07/05/2024

  [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. Thank you for helping get this resolved, the rep who took care of me was very kind and understanding.
  
  Regards,
  
  Rachel Jordan

*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. ↩