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.

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• 

  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  555 Broadway Chula Vista, CA 91910-5339

• 

  Bath and Body Works

  2900 E College Ave State College, PA 16801

• 

  Bath & Body Works, Inc.

  320 Jacksonville Mall Jacksonville, NC 28546-7316

• 

  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: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,
  
  ******** *********

• Initial Complaint

  Date:01/27/2025

  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.

  none delivery of full order, contacted online they gave a refund i dint want that i need the items replaced

  Business Response

  Date: 02/05/2025

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

  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.

  Ticket number ******* is in regards to a Bath & Body Works gift card that should have had a balance of $50.94 on it but when I attempted to use it, I was told it had a zero balance. A portion of the gift card, number ***********************, had been used at the store at *********** in *******, **, at an earlier date, leaving an unused balance of $50.94 still available on the card. When I tried to use the balance to pay for a purchase, in November 2024, at the *********** store, I was told the balance was zero. I contacted Bath & Body Works customer service with 3 phone calls and 3 emails, explaining the sequence of events to a different care representatives each time. On 11/25/24, 2 replacement electronic gift cards were emailed to me, one for $5.00 and one for $50.00. I was advised to change the password on my Bath & Body Works app, which I did. The $5.00 electronic gift card was used without problem on 12/1/24 at the *********** store. I also used $7.51 of the $50.00 electronic gift card on that same date without issue. On 12/8/24, I attempted to use the remaining $42.49 at the ********, **, store and was told there was a zero balance on the card. The $50.00 electronic gift card number *******************, pin ****. I have contacted ******************** several time over the last month to have them replace the missing $42.49. (ticket *******). They are not able to tell me where the missing $42.49 went and are refusing to replace the amount. Two times I found the balance of gift cards missing after activating a gift card at their store. I am requesting they replace the missing $42.49 on my gift card.

  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: 02/01/2025

  [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:01/24/2025

  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.

  order number ************* I absolutely regret placing an order on this website I should have went into a store it has been an absolute nightmare dealing with this company I placed an order for items for my father's birthday and I did not receive my package on the date of delivery I decided to wait a few more days to see if the package will turn up and I never received it I contacted Bath & Body Works and the chat representative assured me that they will refund me for the purchase and that I have to wait 3 to 5 business days for it to be approved and I will receive an email I never received an email so I decided to contact the chat back and the customer service is absolutely terrible I've received multiple different responses from different chat agents assuring me I will receive a refund within *************************************************************************************************** that they will deny my refund requests and that once the package is sent out it's not their problem despite the fact they were giving me false information that they were going to refund me I hope the Better Business Bureau can help me resolve this issue before I finally charge back to receive my lost funds

  Customer Answer

  Date: 02/02/2025

  ive attach multiple screenshots and char agents telling me a refund was processed and it needed to be approved and that i will receive my refund absolutely disgusting customer service they lied to me on telling me i was gonna get my money back and when i followed up on email they ignored my emails 

  Business Response

  Date: 02/04/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We have shared our decision regarding your recent order and provided you with your available options. At this time, we consider this matter closed. 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: 02/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22855705
  
  I am rejecting this response because:  the business never MADE ANY CONTACT WITH ME AND IM STILL OUT OF $300 and im still out of $300+ my number is ************ i will waiting to be called by bath and body works or email because i have not receive any contact 
  
  Regards,
  
  ***** Oj

  Customer Answer

  Date: 02/10/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  I'm in desperate need to contact somebody from this company I have already filed one Better Business Bureau claim which was unsuccessful the company stated that they have contacted me regarding my order issue which was a complete lie I was never contacted by anybody so I'm filing another claim and hoping I can reach somebody because I am in desperate need because I did not receive my package and I am out $300 And customer service is absolutely terrible the chat agents keep Disconnecting shots on me and the phone agents keep disconnecting phone calls for me I don't know why this is happening to me from this company I have provided my email and phone number I just want someone to contact me please from this Company and help me Resolve my issue I'm hoping the Better Business Bureau is able to reach out to somebody That can help me with my issue I am absolutely begging at this point I just want to be done fighting this order issue I've been going at it for almost a month now

  Business Response

  Date: 02/12/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We have shared our decision regarding your recent order and provided you with your available options. At this time, we consider this matter closed. 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.