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

  2300 Bernadette Dr # 516 Columbia, MO 65203

• 

  Bath & Body Works

  34 W County Ctr Saint Louis, MO 63131

• 

  Bath and Body Works

  3902 13th Ave S Ste 5201 Fargo, ND 58103

• 

  Bath & Body Works, Inc.

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

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:12/23/2022

  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 shopping in person with Bath and body Works for over 20 years. Before they had a decent return policy or you can return items even if they had been slightly used, I understand that you cannot return candles that have been more than half used at this point. In August, I decided to buy 12 candles as well as various other items, and spent a lot of money. I noticed last week that six of these 12 candles I hadn’t used more than once smelling them again I decided I didn’t like the smell of these candles these candles had barely been used i spent a total of $159 on these candles each priced at 26.50. I went into the bath and body works in the beverly center to return the candles. I was throughouly embarrassed and ashamed walking out after being accused of attempting to return used candles and the worker was very rude stating in their policies you cannot return used candles. I insisted that these had been used once only and even showed the proof by lifting the lids but in front of a huge line she embarrassed me and said we could not help and mentioned it had also been well over 30 days but in the past i’ve returned past 30 days and just got some credit instead. Then she basically accused me that i could have stolen the candles saying a lot of people who don’t have the receipt we don’t know they could’ve stole and the tone of her voice was condescending i feel as if everyone in line must’ve thought i was a thief?? I’m so disappointed and humiliated in this experience in the end i threw the candles out because i felt horrible about everything. i’m out $160 i wasn’t going to post on this website but after thrunking about it i’m really hurt by the experience especially after supporting BBW for so long… not sure i’ll be returning for the SAS.

  Business Response

  Date: 12/29/2022

  We are so very sorry we did not meet our customer service promise when our customer visited our store to exchange her candles. We certainly understand her disappointment and we have shared her experience with our store's leadership team to address with our associate.
  
  On 12/29, as an apology for our customer's experience, we processed a request for a $150 e-Gift Card to be sent to our customer's email within 3-5 business days.
  
  We spoke with our customer by email on 12/29/2022 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: 01/03/2023

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

• Initial Complaint

  Date:12/23/2022

  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.

  On 12/12/22 I purchased online from BBW 4 candles under the promotion B1G1 free. On my receipt that I attached it shows 2 candles with a price and 2 candles for free. On 12/22/22, the day I was supposed to receive my order, the candles had not been shipped and I received an email that said they canceled a candle and refunded me for 1/2 the cost of the candle. The item canceled by BBW was Cinnamon and Clove Buds candle that show on my receipt that I paid $26.50 plus tax. They refunded me $13.38 plus tax. I chatted with customer service on 12/23/22 and Emanuel said "When purchasing a Buy Items, Get Items Free promotion, your store receipt or invoice will show the unit price of each item pro-rated to reflect the promotion. This is to make it easier if you need to return or exchange your products. For example, if the promotion was Buy 1 Item, Get 1 Free, both products would show a 50% discount." They would not refund the full price even though BBW changed the price after I paid and checked out and my receipt shows a different price. I don't believe companies should be able to change prices on items after you order. I would like a full refund of the $26.50 plus tax. Transcript and receipts attached.

  Business Response

  Date: 01/02/2023

  We are so very sorry our customer's candle was cancelled from her order and there was a discrepancy in the amount of the refund issued. We certainly understand her disappointment and we have noted her feedback.
  
  On 12/28, we processed a refund in the amount of $7.52 for the shipping fee from her order and any applicable tax. Our customer should have received a confirmation email within 24 hours, and should expect the refund back to the original form of payment within 7 business days, but up to 30.
  Our records show that our customer's order was scanned as delivered by our carrier on 12/22.
  On 1/2, we processed a refund in the amount of $13.84 to cover the difference in pricing from what she was originally refunded for her candle. She should receive an additional confirmation email for this credit within 24 hours, and the refund to the original form of payment within 7 business days, but up to 30.
  
  We spoke with our customer by email on 1/2/2022 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: 01/03/2023

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

• Initial Complaint

  Date:12/23/2022

  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.

  The cap to the room spray is razor sharp and sliced through my thumb. I'm fine, but want the company to be aware so they can make adjustments.

  Business Response

  Date: 12/30/2022

  We are so very sorry to hear about our customer's experience with the lid on her Spiced Apple Toddy Concentrated Room Spray. We certainly understand her disappointment and we have shared her feedback.
  
  We spoke with our customer by phone on 12/30/2022 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:12/22/2022

  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.

  2 of my items arrived by mail destroyed. One was a large candle that was broken and one of the hand soaps was busted open all over my other items.

  Business Response

  Date: 12/28/2022

  We are so very sorry our customer received two damaged items in their order. We certainly understand their disappointment and we have noted their feedback.
  
  On 12/27 we processed a refund in the amount of $31.13 for the items that arrived damaged in our customer's order. Our customer should have received a confirmation email within 24 hours, and should expect the funds back to the original form of payment used for their order within 7 business days, but up to 30.
  
  We spoke with our customer by phone on 12/27/2022 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.

• Initial Complaint

  Date:12/22/2022

  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.

  On Candle Day (December 2) I placed an order on line at Bath & Body.com. Long story short I wasted hours on hold via phone and via chat, including speaking to about 20 different people and supervisors to just be conveniently disconnected from the conversations over and over again. I was guaranteed several times delivery before Christmas and it is now December 22 and still no candles. I am extremely disappointed in Bath and Bodyworks for being unprofessional, not fulfilling their guaranteed delivery for Christmas and not compensating me for my time and trouble. Now it is December 22 $130 later and no gifts for the people I purchased candles for! And still receiving emails stating order now and get by Christmas. After this I may very well cancel my credit card with them. I would be not surprised if they go out of business within the next few years after reading all the reports made by customers to the Better Business Bureau. Bath & Body needs to do better!

  Business Response

  Date: 12/29/2022

  We are so very sorry our customer's order was not delivered before Christmas, and we did not meet our customer service promise. We certainly understand her disappointment and we have shared her experiences with our leadership team to be addressed.
  
  On 12/22, we processed a full refund for our customer's order; since this was processed before our customer's order shipped, she was not charged when her items shipped on 12/27 and 12/23. Our records show that our customer's order was split into two shipments that were delivered on 12/28 and 12/29.
  Additionally, on 12/29, as an apology for our customer's experience, we processed a request for a $75 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 12/29/2022 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:12/22/2022

  Type:Customer Service 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 on the app order, during a sale on December 3, 2022. I payed with Apple Pay/l as I always do with all online shopping, and never had an issue, till now. There is absolutely nothing I can do on Apple Pay only on Bbw side. I have reached out several times and nothing has changed. I got a confirmation email with an order number that doesn't exist. My money was taken but my order does not exist? How is that possible? If I look up my order number from my confirmation email with bbw on their website it says error. I log into my account that I know I was logged into during the transaction and there is no history of any transactions, or orders, or no points accumulated on my account. My money was withdrawn from my bank account, but seems nonexistent on bbw. Order number fails, invoice number fails. I don't understand. Then my confirmation email says will be delivered by the 7-16of December, but I cannot locate anything to do with the order. Money is taken, order doesn't exist. No response, live chat queue. Please help. Very disappointing during this time.

  Business Response

  Date: 12/30/2022

  We are so very sorry our customer's order was delayed and delivered late. We certainly understand her disappointment and we have noted her feedback.
  
  Our records show that our customer's order was scanned as delivered on 12/30/22. As an apology for her experience, we processed a request for a $40 e-Gift Card to be sent to her email within 3-5 business days.
  
  We spoke with our customer by phone on 12/30/2022 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: 01/16/2023

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

• Initial Complaint

  Date:12/22/2022

  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.

  On 12/20/2022 I placed an order online for pick up at the local store. It has been 48 hours and the order is not ready and with bad weather coming in I will not be able to pick it up. I had hoped to pick it up the next day. I spent 45 minutes on the phone with a rep at the 800 line to cancel my order. I was told they couldn't find my order number so it doesn't exist even though I was looking at my order number on my confirmation email. I was told even though I was charged $68.48 and the money is taken out of my account that my order doesn't exist. How is that possible. After 45 minutes of being put on hold multiple times, choppy conversation they then hung up on me.

  Business Response

  Date: 12/30/2022

  We are so very sorry our customer 's order failed to process to fulfillment, 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 feedback.
  
  On 12/30, as an apology for our customer's experience, we have 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 12/30/2022 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:12/21/2022

  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 er the last 30 days I have spent over $400 on over 60 products from Bath, and Body works online store in multiple different orders and have received 1. I have contacted customer service numerous times sometimes multiple times throughout the day and have received no help whatsoever. I have only been told that they are still working on orders from December 1st and cannot help me. The products that I ordered are still being sold online. I have now had different dates come and go of when my products should have been to me yet customer service keeps on asking me to wait another week. My credit cards have pending charges and no one is giving me answers and when I have tried to cancel an order they will tell me that I can't and I have to return it to the store. Recently they changed their return policy and it has become an insane headache. This company is promising products by a very specific date and not delivering in that window.

  Business Response

  Date: 12/30/2022

  We are so very sorry our customer's order was delayed and a majority of the items in her order were cancelled due to low inventory. We certainly understand her disappointment and we have noted her feedback.
  
  On 12/30, we processed a full refund for our customer's order in the amount of $17.96. She should receive a confirmation email within 24 hours, and the refund back to the original form of payment used for her order within 3-5 business days.
  Additionally, as an apology for our customer's 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 12/30/2022 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: 01/03/2023

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

• Initial Complaint

  Date:12/21/2022

  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 for approximately $140 on 12/02/2022. Its been three weeks and I have not received my items. On 12/19/2020, I was received an email stating that my items shipped. On 12/20/2022, the items were returned to B&BW without any notice to my. I contacted the carrier and they said since the items were damaged B&BW requested that the items be returned to the sender. No one ever reached out to or refunded my money. I have called and chatted with BB&W for many hours and have been hunged up on twice by reps.I finally reached someone who apologized and said they would overnight my items and waive shipping. The items have not shipped. I purchased those items as Christmas gifts, and it's been three weeks and I have not received anything, and I cannot reach anyone to resolve this issue. Multiple charges have been placed on my card and I have not received what I paid for. I've been a customer supporting this business since the 90s and am a rewards member. After this experience, I will no longer support Bath and Body works. This has been my worst retail experience. I tried to call corporate to no avail.

  Business Response

  Date: 12/29/2022

  We are so very sorry our customer's order was returned to sender 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 for our agents.
  
  On 12/20, we processed a reshipment for 6 of our customer's candles, which were scanned as delivered on 12/21. Additionally, we processed a refund in the amount of $63.29 for the candles that were out of stock for reshipment. Our customer should have received a confirmation email within 24 hours, and the funds back to the original form of payment within 3-5 business days.
  On 12/21, as an apology for the inconvenience, we processed a request for a $40 e-Gift Card to be sent to our customer's email within 3-5 business days. Our records show it was sent to our customer on 12/23.
  
  We spoke with our customer by phone on 12/29/2022 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: 01/03/2023

  Consumer left a message on BBB voice mail on 12/27/22, stating that B&BW reached out to her and resolved her complaint.

• Initial Complaint

  Date:12/21/2022

  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 so excited for the biggest sale of the year and bought a ton of candles for Christmas. Everyone in my family loves candles so I made it a point to stay up and be the first in line for the virtual sale. I processed my order on Dec 2nd with an expected delivery date between Dec 7-15th. It’s now Dec 21st, no candles and I have to catch a flight in the morning to go see family empty handed. I’ve even called to fulfill the order with a local store & the store manager only tells me that customer service still has yet to send the order to their store location. After all the money I’ve spent throughout the year, I never expected this experience. This company has now lost a patron of over 10 years.

  Business Response

  Date: 12/29/2022

  We are so very sorry our customer did not receive her order. We certainly understand her disappointment and we have noted her feedback.
  
  On 12/29, we processed a refund for our customer's full order in the amount of $165.61. She should receive a confirmation email within 24 hours, and the funds back to the original form of payment used for her order within 3-5 business days, but up to 30.
  
  We spoke with our customer by phone on 12/29/2022 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: 01/03/2023

  I accept the business's response to resolve this complaint. A representative called to ensure that everything was handled to my satisfaction. I was able to retrieve the items from a local store location and I’m very pleased with the way the store clerks handled the matter, as well as the online representatives I spoke with.