ComplaintsforBath & Body Works

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for in-store pick up on 6/13 for over $75 . I git a text the vert day that part of my order could not be filled due to n availability and I would get a refund for the items not filled. I placed another order on of $35 on 6/14 for another in store pick up . Again I git text saying part of the order could not be filled . I did not pick up any of the second order and the whole order was canceled. Today is 6/27 and I have not received any of my refunds . I charted with customer service and also called. First they have all my refund amounts wrong and second they keep telling me to go wait for it to post in my account .

  Business response

  07/08/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund/exchange experience you have shared. We attempted to reach you via phone on three tries and via email with no success. Bath & Body Works Customer Care 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

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To Whom IT May ******** I would like to file a complaint to have my items that I ordered from Bath and Body Works on June 3rd,2024 with a order number of:00474224046314 in the amount of ******. I have recieved Confirmation and Shipping email from Bath and Body Work stating that the 19 items that I ordered were confirmed and delivered; however I have not received the merchandise within the estimated delivery date of June 6th,2024- June 12th,2024. On June 20th,2024 I spoke with a Customer Representative in reference to my purchase. The **************** Representative stated that my order was canceled. I asked if I could speak with a Supervisor or Manger regarding the my order, accept I was not transferred. Today (June 26th,2024), I called Bath and Body Works to inquire about my order once more for redelivery, or a store credit. The **************** Representative stated that i will recieve a refund in 3-5 business. Thereafter I asked to speak with a Supervisor or Manager to ask about if the items can be redelivered as opposed to having a refund. The **************** Representative stated that I couldn't speak with a Supervisor or Manger and reassured me that I will recieve a refund. I would prefer to have the items that I ordered delivered. I have also requested to pick the items up the nearest store, however I was not offered a resolution. I have attached a screenshot from my Bath and Body Works Account below.

  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 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. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Twice in the last year I have placed orders online and I receive an order confirmation email but the order never processes. I submit the order number, my name, and email address and the system is unable to locate. For the first order about a year ago, I had used a coupon (about 25% off) and since the order didn’t go through, I asked via customer service chat if I could still use that coupon code. I was told “no” and that I would receive a new code via email. I did receive a code but it was for 20% off, not 25% off. The latest order I am experiencing the same thing but now I actually have money taken out of my bank account. I contacted customer service and chatted with “*****” who asked for my order number multiple times to the point that I provided “*****” a screen shot. He said he couldn’t find my order, I asked if this issue could be escalated to a higher team, and he replied “I am unable to resolve your issue” and abruptly ended the chat.

  Customer response

  06/27/2024

  
  ******** ******** *********************
  Attachments
  Jun 26, 2024, 8:29 AM (1 day ago)
  to Disputeresolution
  
  Adding supporting documents

  Business response

  07/08/2024

  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.

  Customer response

  07/10/2024

  [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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A long story: On June 9, they had a 25% sale and I tried to make a purchase of about $55.xx paid with 2 gift cards ($17.90 and $35.00) and credit card (for the remaining). However, an error message showed that the payment method needed to be rechecked. I tried again, but it wasn't successful. Hence, NO ORDER NUMBER WAS PROVIDED. Then, I realized my 2 gift cards' balance were all deducted. I called in the next day, and they said that the new e-gift card will be issued in the next 72 hours, so I waited. Until June 19, I checked the email and nothing was there. They DID NOT SEND ANY NEW GIFT CARD LIKE THEY TOLD. Hence, I made a call again, provided them the gift cards' numbers I used for the purchase AGAIN. They made the request of refund, and guess what, they told me to wait for another 72 hours AGAIN. I'm getting to lose my patience at this point because the semi-annual sale is about to end, and a lot of items are almost sold out. On June 24, after waiting like 72 hours, I called and provided them my ticket number they gave me last time, and they responded "We didn't see any refund request from the ticket you provided". ???!!!!! And of course, the staff was limited of what they can do. They made ANOTHER request AGAIN, and TOLD ME TO WAIT FOR 72 HRS AGAIN!!!!!! I SAID I DON'T WANT TO WAIT NO MORE, AND ASK HIM IF ANY OTHER RESOLUTION CAN BE DONE. HE SAID IT'S THE ONLY WAY. AND MAYBE IF POSSIBLE, JUST WAIT FOR ONE MORE DAY IF I AM RECEIVING MY REFUND. On June 25, I had to call in again. Same situation happened again. Nothing can be done without WAITING AND WAITING. And I'm getting FED UP WITH YOUR SYSTEM SO CRAZY, BATH AND BODY WORKS! I ONLY WANT MY REFUND BEFORE JUL 1 TO CATCH UP THE SEMI-ANNUAL SALE. I WANT NOTHING ELSE. YOU ARE WASTING MY TIME FOR THIS SIMPLE, YET UNRESOLVED ISSUE! THANKS.

  Customer response

  06/26/2024

  My name is *** * **. My account email with bathandbodyworks regarding to my complaint is ********************

  Customer response

  06/27/2024

  ***** *** *** via Dispute Resolution - Shared Inbox ***************************************
  Jun 26, 2024, 4:56 PM (18 hours ago)
  to disputeresolution
  
  Dear BBB,
  
  I would like to confirm that I have received a satisfactory resolution from Bath and Body Works on June 26. I would also want to give a thank to all the support BBB provided as well as the appropriate solution from BBW. Thank you so much again.

  Business response

  07/02/2024

  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

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number *********26156 was marked as damaged by UPS. I contacted customer service to resolve my issue and arranged to have 4 items resent and 9 items refunded. Upon refund, the total refund amount (15.92+15.92+4.25+tax) was not properly refunded. I called back again to see why, and was told the amount would be adjusted, but it was not adjusted correctly. I would just like my full refund.

  Business response

  07/01/2024

  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

  07/01/2024

  [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

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I’m going to try and make a long story short.

  I’m starting to think it’s the store and back office and retail personnel have no connection. If Im personally in store don’t push me to call customer service because the worker can’t think outside the box and dependency on a computer is crazy.

  I went to the store Father’s Day 2024 to pick up an online order. This is how I make most purchases and I’ve been shopping with this company over 25 years. Also when I place online orders for Instore pick up. I want to be in the store less than 5 mins.

  Order #************ was placed in 6/14. I realized I had a 10 dollars off 40.00 coupon. I said in store the adjustment can be made. I get there I’m told let her cancel my online order and I can re-buy the stuff and use my coupon. We attempt to do that but my coupon isn’t scanning they said I used it already. I said no I didn’t provide the date. She couldn’t after going back and fourth and it’s Father’s Day so I’m busy this was suppose to be a quick pick up. She goes I can’t do anything.

  I was trying to get out the mall in 30 mins so I didn’t have to pay parking. They took so long and didn’t know WTH was going on I said ring my stuff up you’re a mgr and incompetent, she did that. I asked for the receipt for items returned. She couldn’t provide that, I said did I get points for the items I rebought she didn’t know, and I paid for parking due to all the time spent in the store.

  I want a price adjustment and I want to know what’s going on with the lack of service in store. What’s going to be done for the inconvenience. I can go into more details on the phone. I’m disgusted

  Business response

  07/02/2024

  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

  07/03/2024

  [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

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was shopping for Christmas December 16,2023 and needed a refund.I was told to come back in 3/5 business days if I didn't want a gift card. I waited but when I returned the employee could give me my refund.Per their instructions I returned to this store in the ********* Mall 3 times until they finally called customer service and I was given a ticket number for the refund.After waiting I have called numerous times and have constantly been told it would be done.Seeing that they couldn't I filed a dispute with my bank and was given a provisional credit.My bank took the credit back after being told that Bath and Bodyworks would give my refund back.I spoke with several representatives and supervisors and waited patiently doing everything they asked. Other than me calling they've only emailed me twice to find out what was going on. A month and a half ago they finally stated they would mail it to me within 14/21 days. I've waited to no avail. I have called at least once a week and nothing happens other than being told the same thing. It's the same run around they gave me before. This company has shown that they do not care for their customers. It shouldn't be this difficult to receive a refund. I expect to be treated the same as I was when I was spending my money. However, I have been shown how small the customer really is & once the money is spent the refund is not important to them.

  Customer response

  06/19/2024

  These are my receipts that they requested and stated that they would give me a refund.

  Business response

  06/28/2024

  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 available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  07/09/2024

  '***********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Jul 5, 2024, 12:16 PM (4 days ago)
  to ********************************************************
  
  My apologies for not responding. However, I agreed with the decision to mail my refund. I have not responded because I have been told this before. My decision was to wait until that actually happened. While I know this may be unusual, due to the circumstances that I've been told this several times I have found it important to wait until Bath and Bodyworks makes good on their promise. Because they have told me several times it would be taken care of and they have apologized to me, as the customer I have been made to feel really small. Once I physically receive my refund in hand will I actually believe them. They did email a gift card for my inconvenience. I appreciate that but will not use it because I'll no longer shop with them. I didn't agree to a gift card in the beginning because I wanted my money back. As I do appreciate the gesture receiving my refund is what is important and what I am waiting for. 
  
  Yahoo Mail: Search, Organize, Conquer

  Customer response

  07/09/2024

  Thank you for your response. Again I apologize for waiting to send my response. I am still waiting to receive my refund. I was told it may take 14 to 21 business days so I am again being patient. Hopefully this time I will receive it. 

  Customer response

  07/16/2024

  Thank you BBB for helping me with this complaint. Since December of 2023 I was unsuccessful in receiving my refund. After countless unsuccessful calls, rude customer service and being given ridiculous excuses I finally received my refund via regular mail. Although I don't plan on being a customer because of my treatment and the way this was handled I am very pleased that this is finally over. Thank you again and I will say Thank you to Bath and Bodyworks. None of this should have happened but in the future I hope no other customers have this type of experience with this company. It shouldn't have come to having an outside entity to help resolve a matter this company should provide to its customers. It has only made me feel very small and that they only care about the money I spend with them. Again so that I won't get upset again I want to thank you again for helping me get my refund. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My concern is what is happening to your company??? There are store issues that need to be addressed., that goes nowhere when you speak with a store associate. When you call to customer service, you do not reach a ****** ****** representative anymore. Also, you cannot be transferred to anyone in the ****** ******. Everyone that answers is ********, which I am sure that the company has now outsourced a different group to handle calls for the company.. When a customer is angry about an experience or a situation, they certainly don’t want to deal with someone that is not in the ****** ****** that does not understand their concern properly. As well as someone that cannot speak clear English and that you have to repeat yourself over and over for someone to understand with no resolution ever being made. I have experienced issues and concerns that I would like to address with someone and again he does not escalate if you try to attempt to speak to the store about a certain situation.

  Business response

  06/28/2024

  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 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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initiated a purchase for $63.59 via the website on April 13, 2024, and my payment method was Paypal. The funds were immediately drafted from my account and held pending. The order was never processed by this company. I have made several phone calls since April 13th and have been given various reasons and expectations, but there has been no resolution to release the hold on the funds. I have spoken to a Paypal representative, who directed me to the merchant since they are holding the funds. I have two ticket numbers, and each time, I am told, "Please allow 5-7 business days; rest assured this will be handled." It is now June 14, 2024. My order was never processed, I just want the pending hold to be released.

  Business response

  06/27/2024

  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. 

  Business response

  06/27/2024

  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

  07/01/2024

  [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,
  
  ****** ********

  Customer response

  07/01/2024

  [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

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Warning! Do not expect any type of customer service from Bath and Body Works, they will tell you to use the chat or call and both have HORRIBLE CUSTOMER SERVICE! I ordered a very large order on June 5th during the semi-annual sale, and it was the worst experience. My order was damaged and was supposed to arrive in two packages. The first package came with the fragrance spray arriving with no top, just thrown in the box. The second box I was notified from *** that my box was damaged during delivery. I contacted this company via chat hoping it would be a fast fix to my problem wrong!!! The chat agent **** told me to wait for the damaged box to arrive, even though I called *** and they had already returned to sender! He said it would be there in 24 hours and he could guarantee that…I asked if I could confirm with his supervisor that I would receive my package, he also completely ignored the fact that I had a damaged bottle of fragrance and also needed a replace for that one. I told him I needed to speak with a manager and instead of him transferring me he ended the chat abruptly! I was able to get a couple screenshots before leaving, but I was appalled!!! Shame on you BBW!!! I called customer service hoping for a better experience and I could not even understand the young lady *****, *** ******* *** ********….and after being put on hold for 20 minutes I was finally transferred to ***, what a terrible supervisor…he does not care about the customer, over talked me, didn’t empathize with my situation, just a complete ****! I eventually just asked for a refund!!! I had no choice way too many incompetent people playing with my money!! Make it right BBW!!! Train your employees on the phones and online like you do the store employees!!! By far the worst BBE experience! I am pissed I look forward to the semi-annual sale every year and sadly couldn’t be apart of it because of your trash customer service!!

  Business response

  06/24/2024

  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 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

  06/29/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Bath and Body Works called me and I spoke with ********, she was amazing. She listened to my grievances, and retained a customer. All employees should be caring like ********. I thank her for taking the time to call me. 
  
  Regards,
  
  ******* ******

*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. ↩