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 has 200 locations, listed below.

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  Bath & Body Works

  7 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Bath & Body Works

  2300 Bernadette Dr # 516 Columbia, MO 65203

• 

  Bath & Body Works

  34 W County Ctr Saint Louis, MO 63131

• 

  Bath & Body Works, Inc.

  615 N Berkeley Blvd Ste C Goldsboro, NC 27534-3462

• 

  Bath and Body Works

  1401 Paul Bunyan Dr NW # 95 Bemidji, MN 56601

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:01/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order on 7/01/23 at 20:30 under the name **** **** for a amount of QAR 183.00 on the app, money was deducted from my account yet the cart did not get empty & order did not go threw. It shows that a *********** have taken my money. I would like my products or my money back as I have sent a email,facebook & called to no avail.

  Business Response

  Date: 01/17/2023

  We are so very sorry our customer's order did not process and she was charged, and she was unable to reach a resolution with our international franchise partners. We certainly understand her disappointment and we have noted her feedback.
  
  Since our international locations are owned and operated by various franchise partners, our customer will need to speak with them directly for resolution in this matter. We have provided our customer with the contact information for our Customer Service Department for the Middle East by email.
  
  We made two attempts to reach our customer by email, as we were unable to contact our customer by phone as it is an international phone number. We were regretfully unable to make contact with our customer.
   
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

• Initial Complaint

  Date:01/08/2023

  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.

  I recently recieved a giftcard for Christmas, i specifically saved it to shop the semi annual sale something i wait all year for. I was so excited to use the pickup feature at my local bath and body works. I spent a decent amount of time picking out all my favorite mini handcreams and even some for friends and family. Placed my order and then a few hours later it was canceled. I understood store stock can get bought out quickly and products can sell out. So I chose a different location farther from my house and again placed a new order. A few hours later all but a few items of the ordered were canceled, again being out of stock. My options of anything in stock were very limited so I didn’t place another order. Today I went to purchase an order for shipping thinking that would be a better solution . Mind you every time they canceled my order they would send my giftcard back in fragments. I now have 4 giftcards in very small increments and cant even use them all in one transaction. I spent over an hour picking out products to place an online order and when I made it all the way to the “submit order “ screen almost everything said it was no longer available. Keep in mind these products say they are in stock on the bath and body works website. There are now no hand creams left on sale, I have had 4 orders canceled on me. And i now am left with 4 incredibly small giftcards. This has been such a frustrating experience and I hope bath and body works does better in the future. Don’t get your customers excited over products that say in stock only for them to not be available or canceled.

  Business Response

  Date: 01/17/2023

  We are so very sorry our customer's orders were cancelled due to low inventory, and her refunds were split into 3 small gift cards. We certainly understand her disappointment and we have noted her feedback.
  
  On 1/17, we placed a new order for our customer honoring the pricing from her two cancelled orders. She should receive a confirmation email for this order within 24 hours, and the shipment with standard delivery.
  Additionally, as an apology for her experience, we have processed a request for a $50 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 1/17/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 01/18/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:01/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE PLACED: 01/08/2023Order Number: *******************: $60.72I placed my order around 1145 central time and I immediately noticed that the address was incorrect because my iPhone has been having issues and I am in the pre process of getting it replaced. I attempted to find information on the faq’s of the mobile app on how to cancel or change the address. There was link that said click here to self cancel. When I followed the link I attempted to cancel and it would not allow me to cancel that it was a “short time” not specifically indicating or informing me as the consumer how long I had to cancel or make changes to the order. The mobile virtual assistant “******” gave me cust service number. Which I reached out to and went through the prompts and no cs rep answered but stayed on the line until I disconnected. Then I attempted at least 2 more times to cancel or change the address and it would not allow me until a different cs number was provided. When I reached out, the initial csr was not trained on what steps to take to change the address. I escalated to a per stating she was a supervisor but an independent contractor who doesn’t know what her rep id is. She then told me of the options which at this point was only to allow the order to be delivered to an incorrect address. Which I have no way of accessing and then they could reship the items. Which were on sale and will not be in stock. She stated that there was information on the site that informs the consumer of the exact time frame we have to cancel/change the order when I asked where that information was, she placed me on hold for over 5 mins and then read that on the site it says a “short window” but not the specific time. Which I stated I was aware but wanted the information that she had mentioned that it did specifically state the exact timeframe. She attempted to backtrack and stated she didn’t say that. Then proceeded to disconnect the call. Not certain she said what her Rep Id ****** or **** is.

  Business Response

  Date: 01/10/2023

  We are so very sorry we did not meet our customer service promise when our customer contacted us for assistance with her order that had the incorrect shipping address. We certainly understand her disappointment and we have shared her experiences with our leadership team as coaching opportunities for our agents.
  
  Our records show that our customer's order was fully refunded on 1/9. Since her order was sent in two shipments, and the shipment containing a majority of her order had not shipped yet, she was not charged for those items. For the $12.95 that was refunded, she should have received a confirmation email within 24 hours, and should expect the funds back to the original payment method within 3-5 business days.
  Om 1/10, we placed a new order for our customer, honoring the pricing from her original order.
  
  We spoke with our customer by phone on 1/10/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

• Initial Complaint

  Date:01/07/2023

  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 purchased B&BW's annual Christmas Box this year as it went on sale. I purchased this because I'm on a budgeted income and I could actually make 3 gifts from it. I received tracking that it shipped but I never received. I showed the product in stock online but after speaking with several representatives I was notified 3 days before Christmas that the product wasn't available.. and I ordered this Dec. 8th. I've literally spoke to at least 8-10 representatives assuring me that the refund was processed. I have still not received my product or my money. You'd think a company this large would treat their loyal customers with more respect and retention. You'd think they'd use better couriers to ship also. I want my money or my product and it's the same song as dance every time I call. I just spoke to someone who once again assured me it was in the process of being returned. My banks seems to disagree also.. They see nothing being credited back. Just what they deducted for the initial order.

  Business Response

  Date: 01/18/2023

  We are so very sorry our customer did not receive her order, and we did not meet our customer service promise when she contacted us for assistance. We certainly understand her disappointment and we have shared her experiences with our leadership team as coaching opportunities for our agents.
  
  On 1/13, we processed a full refund for our customer's order in the amount of $46.89. She should have received a confirmation email for this refund within 24 hours, and should receive the funds back to the original method of payment within 3-5 business days, up to 30.
  

  On 1/18, as an apology for our customer's experience, we processed a request for a $50 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by email on 1/18/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

• Initial Complaint

  Date:01/07/2023

  Type:Billing 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 purchased 2 orders both of which I requested to pickup at store. I later noticed that I was charged 19.99 for shipping and boxes arrived at my home. Upon looking at receipts I noticed i was charged. I have attempted multiple times to contact customer service as well as the actual store in person, and I'm told to take it up with the online customer service. I've tried 5 different times and I always placed on hold for over am hpur each time. The matter is not resolved , my time is valuable and it's not acceptable to have to wait so long. I'm requesting shipping refund

  Business Response

  Date: 01/11/2023

  We are so very sorry we did not meet our customer service promise when our customer contacted our customer care team for assistance with her order on numerous occasions. We certainly understand her disappointment and we have shared her experiences with our leadership team as coaching opportunities.
  
  Our records show that on 1/7, we processed a refund in the amount of $20.91 for our customer's shipping fee. She should have received a confirmation email within 24 hours, and the funds back to the original method of payment used for her order within 3-5 business days.
  

  On 1/11, as an apology for our customer's experience, we processed a request for a $30 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 1/11/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

• Initial Complaint

  Date:01/07/2023

  Type:Billing 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.

  False advertising. Manager POV refused to give advertisement price. Over 10 bottles of the champagne cream was in the 4.95 box. Was told and lied to by the manager. Refused to give me the price. Claime customers put it there. I find it extremely unrealistic that would be the case. I should have been given the price and if he takes out of box for future customers that is his problem not mine. You are losing a lifelong customer and risking other customers because of 4 dollars and me talking to others about my experience with your company

  Business Response

  Date: 01/13/2023

  We are so very sorry we did not meet our customer service promise when our customer visited one of our stores. We certainly understand his disappointment and we have shared his experience with our store's leadership team to be addressed in-store with our associate.
  
  On 1/12, as an apology for our customer's experience, we processed a request for a $30 e-Gift Card to be sent to his email. Our records show this e-Gift Card was sent today, 1/13. Our customer confirmed he received this  e-Gift Card.
  On 1/13, as an apology for our customer's experience, we processed a request for an additional $30 e-Gift Card to be sent to his email within 3-5 business days.
  
  We spoke with our customer by phone on 1/13/2022 to ensure we have resolved all of his concerns. The customer indicated that he is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

• Initial Complaint

  Date:01/06/2023

  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.

  On December 26 I order items from Bath and Body Works. They were clearance items. The items were shipped a few days later. I hadn’t received my package and checked the tracking with Lasership and it showed the items were damaged and returned to the company. I had to call to try to get a refund and was told all of my items were able to be reshipped. A few days later I still had no confirmation on my order or the refund. I was told it was being processed. I. January 6th I called again. Someone was kind enough to process my refund and reship my items. I was suppose to receive my items today and yet again it says the box was damaged. My items are being sent back.

  Business Response

  Date: 01/12/2023

  We are so very sorry our customer's order was damaged in transit and we did not meet our customer service promise. We certainly understand her disappointment and we have shared her experiences with our leadership team as coaching opportunities. We have also shared her feedback regarding her experiences with her orders being delivered by Lasership.
  
  Our records show that a re-shipment was processed for 8 out of the 12 items from our customer's order. This re-shipment was split into three separate shipments. The first was scanned as delivered by our carrier on 1/8, the second was scanned as delivered by our carrier on 1/9. Regretfully, the third shipment was also damaged in transit.
  

  On 1/4 and 1/7, we processed two separate refunds which amounted to her full order total, $44.11. She should have received two separate confirmation emails and two new e-Gift Cards in the amounts of $18.61 and $25.50.
  On 1/12, as an apology for our customer's experience, we processed a request for a $50 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 1/12/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 01/23/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:01/06/2023

  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.

  I placed my Order on 12/26/2022. My order was scheduled for delivery on 01/05/2023. When my order arrived the entire package was damaged. The soap foam top cap were popped off and residue was left all over the items. Nothing was secure and some of wax were coming off the plug ins. It's almost like my items were just thrown in the box and someone constantly was shaking the box. I should've rejected the package, but my the porch was wet and due to rain and I thought the bottom of box was wet was due to the rain. After opening I realized that my entire order was damaged. It smelled like a Bath and Body works aroma. Besides my candles that were package appropriately in the box. This purchase wasn't for me, it was for a gift and the items were not presentable at all. I spoke with the representative and at first he suggested "I need to wipe down my items with water and bleach" to remove the residue. After going back and forth he forced me to do a re delivery even though I was trying to do a store credit. I told him that I did not feel comfortable having my items reshipped and also they were not going to arrive in the amount of time. He proceeded with the replacement order and reassured me that everything will be reshipped. 2 days has passed and only two items have shipped back. I received 2 separate emails stating the some items from my orders were canceled due to not having in stock. The representative didn't even process the correct replacement items. I called back and explained the situation to a diffrent person and they told me that there was nothing they can do since a replacement order has been reshipped. I tried to explain that there was a mess up, but they were no help. This whole process has been stressful. I just wanted my money back in the first place. Please help me. I can't get my items reshipped due items being out of stock. This has been the worse experience ever dealing with customer service.

  Business Response

  Date: 01/11/2023

  We are so very sorry our customer's order arrived damaged and we did not meet our customer service promise when he contacted us for assistance. We certainly understand his disappointment and we have shared his experiences with our leadership team as coaching opportunities for our agents.
  
  On 1/5, we processed a refund in the amount of $14.53 for the items that arrived damaged from our customer's order. He should have received a confirmation email within 24 hours, and the funds back to the original method of payment within 3-5 business days.
  On 1/11, we processed a refund for the remainder of our customer's order in the amount of $77.08. He should receive a confirmation email for this credit within 24 hours, and the funds back to the original method of payment within 3-5 business days.
  Additionally, as an apology for our customer's experience, we have processed a request for a $30 e-Gift Card to be sent to his email within 3-5 business days.
  
  We spoke with our customer by phone on 1/11/2022 to ensure we have resolved all of his concerns. The customer indicated that he is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 01/13/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:01/06/2023

  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.

  I was expected to receive my order around 2 months ago, it's been way too long time and I did not receive anything whatsoever. I also checked with my neighbors and around my house but still nothing whatsoever. I contacted the customer support over call for this, they told me that they would be refunding me. I waited for a week, and I called them again and they told me that my case would now be escalated. Now, well, it's been one month and I did not receive any updates from the customer service whatsoever. I am super unhappy with this treatment. It was my first order with Bath&Body Works. I would prefer some kind of a resolution please.

  Business Response

  Date: 01/13/2023

  We are so very sorry our customer's order was lost in transit, and we did not meet our customer service promise when he contacted us for assistance. We certainly understand his disappointment and we have shared his experiences with our leadership team as coaching opportunities for our agents.
  
  On 1/13, we processed a full refund for our customer's order in the amount of $556.71. He should receive a confirmation email within 24 hours, and the funds back to the original method of payment within 7 business days, but up to 30.
  
  We spoke with our customer's sibling, whom was speaking on behalf of our customer, by phone on 1/13/2022 to ensure we have resolved all of their concerns. The customer indicated that they are satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Business Response

  Date: 01/13/2023

  We are so very sorry our customer's order was lost in transit, and we did not meet our customer service promise when he contacted us for assistance. We certainly understand his disappointment and we have shared his experiences with our leadership team as coaching opportunities for our agents.
  
  On 1/13, we processed a full refund for our customer's order in the amount of $556.71. He should receive a confirmation email within 24 hours, and the funds back to the original method of payment within 7 business days, but up to 30.
  
  We spoke with our customer's sibling, whom was speaking on behalf of our customer, by phone on 1/13/2022 to ensure we have resolved all of their concerns. The customer indicated that they are satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 01/17/2023

  I accept the business's response to resolve this complaint.
  

  Customer Answer

  Date: 01/17/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:01/06/2023

  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.

  I placed an order at bathandbodyworks.com on 12/26/22. It shipped from New Jersey on 12/28, it went to Ohio, I live in Pa and it went back to New Jersey. It left New Jersey on 12/31/22 and I have no idea where it is now the last update says going to Pittsburgh. I can’t get any help as to where my package is or why it’s bouncing back to New Jersey. It’s so frustrating.

  Business Response

  Date: 01/09/2023

  We are so very sorry our customer's order was not delivered, and her tracking information was not clear. We certainly understand her disappointment and we have noted her feedback.
  
  On 1/6, we processed a reshipment of our customer's full order. Our records show that part of the reshipment was cancelled on 1/6 due to low inventory. Our records show the remainder of this reshipment was scanned as delivered on 1/9.
  On 1/9, as an apology for the inconvenience, we have processed a full refund for our customer's order in the amount of $47.86. She should receive a confirmation email for this refund within 24 hours, and the funds back to the original form of payment within 3-5 business days.
  
  We spoke with our customer by phone on 1/9/2022 to ensure we have resolved all of her concerns. The customer indicated that she is satisfied with the resolution provided and does consider this successfully resolved.
  
  When customers take time to write us, we can improve our service and prevent problems from happening in the future. Again, please accept our apologies. We take customer service seriously at BathandBodyWorks.com and appreciate the opportunity to amend our relationship with you as a loyal customer.

  Customer Answer

  Date: 01/10/2023

  I accept the business's response to resolve this complaint.