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Business Profile

Body Care

Bath & Body Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Body Care.

Complaints

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

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Bath & Body Works has 199 locations, listed below.

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    Customer Complaints Summary

    • 1,114 total complaints in the last 3 years.
    • 361 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 had four gift cards loaded in the B&BW app. I made a purchase in store today 5/3/2025 and used two gift cards leaving two $50 gift cards. I swiped the gift card balance screen in the app to see the updated balances (expecting to see two $50 and two $0) but all four gift cards disappeared. I called customer service and the representative immediately said this is a known glitch in the app as of the last month and to uninstall then reinstall the app then login again and the gift cards should reappear. They did not. I called customer service again and spoke to **** who was unaware of this issue. He eventually told me to uninstall and reinstall the app again, which I did but still no gift cards appeared. He told me that unless I had the physical gift cards, there is nothing that can be done. I explained I discarded the physical gift cards months ago when I loaded them in the app. I spoke to supervisor **** in ********, ** who said there is nothing that can be done, there is no physical address or email address that I can reach out to in order to escalate the issue and no tech support. Also he said there is no one else I could speak to unless I wanted to hang up and speak to a different customer service representative. I have been using the mobile app for years and have never had a problem with loading gift cards to the wallet but now I am out $100 with seemingly no recourse. This is a known issue with the app yet they are unwilling to research or replace the two $50 gift cards that disappeared form wallet in the app.

      Business Response

      Date: 05/05/2025

      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: 05/06/2025

      [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.


      I did receive a call from the corporate office of Bath and Body Works that resolved the issue to my satisfaction. She had reviewed the phone call and my account. There will be an educational opportunity for the representative I spoke with as well as the $100 in gift cards being reissued to me. The effort spent trying to figure out the problem and then when she couldnt figure it out either, issuing a replacement gift card, and the quick response made me very happy. 
      Regards,

      ***** ******

    • Initial Complaint

      Date:05/01/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Bought 2 candles that are defective and I to get my money back or exchange for 2 different candles.

      Business Response

      Date: 05/02/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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: 05/02/2025

      [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:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been going back and fourth with bath and body and ***** since 12/2024 regrading an order i placed and i did not receive because ***** delivered it the wrong door and was able to tell where they delivered it now bath and body works is stating they are unable to give me a refund because ***** said they delivered it and only have a picture of a package being placed at a door but there is no door number for the package i was trying to get the information for the package of where it was placed so i would be able to get my package but they could tell me. and when i finally spoke with someone last week they promise me that i would be getting a refund finally now i get email saying that you guys are unable to do anything regarding my package being missed by the company that you guys do business with for delivering packages.

      Business Response

      Date: 04/25/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your 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. 

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 went into the store today and I was treated with such disrespect. The staff was rude to me and didnt seem to want to engage with greeting me but did with everyone else. I was also overcharged for the room sprays that were suppose to be on sale today for $3.95.

      Customer Answer

      Date: 04/22/2025

      They ended up returning and redoing it for the correct price 

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 sister bought me a gift card from the Bath and Body Works store in ********* - store #***** on April 6. I added it to my store app. When I went to use it, the gift card was not loaded for some reason. The gift card had already been discarded. I called the customer service number (because my sister had the receipt) and they said nothing could be done, even though I had all the info on the receipt. I was then told by customer service to call the store she bought the ** from and see if they could give me the full gift card number from their computers because that is the only way they can give me credit. (If I had the gift card number I wouldn't have needed to call in the first place.) The store then told me they had no way to get that information and then gave me another number to call. That number won't even send me through to anyone unless I have a gift card number. It just keeps hanging up on me.This was a gift for my daughter's birthday who is 7, and we don't have $50 to just throw away. Finding this gift card number should be an easy fix with the receipt. I spent two hours on the phone trying to fix this - and it all resulted from a faulty loading situation on their app to begin with and no one can help **** looooooove Bath and Body Works and shop there all the time. I hate reporting this. But this is concerning - not being able to track down a gift card number from the store it was bought from? I just want this gift card given to us for what it was rightfully bought for. Maybe someone higher up can help us. I am including a pic of the receipt. The last four digits of the ** are 3930.

      Business Response

      Date: 04/23/2025

      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: 04/23/2025

      [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. They have gone above and beyond to fix the problem. Thank you for your help!

      Regards,

      **** ******

    • Initial Complaint

      Date:04/19/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had made a pick up order from bath and body works. I was not able to pick it up in time so they canceled it but never returned my money for the order. I made the order on December 10th. I reached out multiple times asking for a refund and have been straight up ignored.

      Business Response

      Date: 04/28/2025

      Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the advertising 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:04/18/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online for a total of $84.09. After receiving and opening the box, I found that none of the items were packaged. All items appeared to have been thrown into the box. The Wallflowers fragrance refills were all leaking, so much so that everything was covered in oil, including the Wallflowers Plugs I had also ordered, which were also not packaged at all - They were just thrown in the box loosely with the leaking refill bottles. There was so much oil that it had leaked through the box, leaving a mess and also staining my hands blue from the blue ink printed on the outside of the box itself. I can't use plugs that are covered in oil, and the refill bottles were not even full! I contacted customer service via their online chat, and was told by one person that she couldn't help me. She then stopped responding at all. The next day I contacted another person via the online chat service, and was told that they "no longer offer refunds or replacements," and that since the package itself was delivered by a third party service, Bath and Body Works was no longer responsible for any damage of the items. But they so obviously are - Had they correctly packaged the items in the box, none of this would have happened. It's just ridiculous.

      Business Response

      Date: 04/25/2025

      Tell us why here...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:04/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 purchase a wallflower plug in refill in the scent Comfort:Vanilla Pachouli. I went home and changed the old fragrance to the new bulb, as I usually do. Only this time, upon plugging in the wallflower the item exploded and cause a severe laceration to my right index finger resulting in injury. I am seeking to have this incident publicized and a warning label created to alert of this likelihood of happening. I am also seeking damages from the company and have already began the process with Bath and Body Works Legal Team.

      Business Response

      Date: 04/21/2025

      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:04/18/2025

      Type:Delivery Issues
      Status:
      Resolved
      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. The delivery address was not correct. Based on their instructions i had to wait for the confirmation email to cancel. I held onto my phone and as soon as i got that email *. **** my chat with their customer care *** (as directed). When the *** connected i explains, gave him the order # and detail and was told it was too late to cancel! They then directed me to the shipping company once the items are in transit! Is there not a minimum amount of time to cancel a transaction anymore? I did exactly what they directed and they still refused. There is no way my order is even close to being in process at this point and could not be cancelled/ deleted!

      Business Response

      Date: 04/23/2025

      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: 04/23/2025

      [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:04/16/2025

      Type:Product Issues
      Status:
      Resolved
      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 with Bath & Body Works (Order #**************), which was marked as delivered. However, when I received the package, it was completely empty. The box was sealed, undamaged, and untampered with, indicating that this was not a theft or carrier issueit was clearly a fulfillment error, where the item was never packed in the first place.I contacted customer service immediately, explained the situation, and even submitted photos showing the empty interior and the intact exterior of the package. Despite this, my request for a refund was denied with a generic response stating the package was delivered and that anything beyond that is out of their control. This completely ignores the actual issuethat nothing was shipped inside the box.I also stated clearly in my communication that I did not want a replacement, as I will be traveling for the next month and unable to receive it. A refund was the most logical and appropriate solution.I find it very disappointing that a reputable company like Bath & Body Works would dismiss clear evidence of a mistake on their end. I am not asking for anything unreasonableonly a refund for a product I never received due to an internal error. I hope this can be resolved promptly and fairly.

      Business Response

      Date: 04/21/2025

      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. 

      Customer Answer

      Date: 04/23/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23213993

      I am rejecting this response because: 

      They claim I was credited but nothing has happened yet. Please see attachment and confirm refund. 


      Regards,

      *** Ladrae

      Business Response

      Date: 04/25/2025

      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: 04/25/2025

      [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,

      *** Ladrae

      Customer Answer

      Date: 04/29/2025

      Dear Bath & Body Works Customer Care Team, I am writing to follow up regarding the refund of $228.32 associated with my order #**************. Although I received an email on April 21, 2025, confirming that the refund was issued to my original form of payment, the funds have still not posted to my account. I initially filed a dispute with my bank regarding this transaction, but I withdrew the dispute after receiving your confirmation that the refund had been processed. However, despite repeated reassurances from your team that the refund was completed, I can confirm that it has not been received on my end. Given the circumstances, I am respectfully requesting that Bath & Body Works re-examine this matter more thoroughly, including confirming the transaction reference number, payment processor confirmation, and whether the refund may have been misapplied. I appreciate your immediate attention to this issue and your assistance in helping to resolve it. I look forward to your prompt reply.

      Customer Answer

      Date: 04/29/2025

      This is my bank confirming that *** did not process the refund, see the screenshots attached and please make sure they re-do it. I withdrew my dispute. 

      Business Response

      Date: 05/06/2025

      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. 

      Customer Answer

      Date: 05/06/2025

      [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.

      They are sending me a check. 


      Regards,

      *** Ladrae

    Bath & Body Works is NOT a BBB Accredited Business.

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