Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  01/31/2025

  Thank you for responding, however, Bath & Body Works finally resolved the issue today.   

  Customer response

  01/31/2025

  I have attached the correspondence from Bath & Body Works that this should be resolved.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 27, 2024, my wife placed an order for 13 soaps and 21 Wallflowers Fragrance refills. However, when I opened the package, I see that numerous soap containers are cracked, one or more products appears to have leaked, and there is a piece of plumbing garbage in the package. I asked for replacements, but customer service refuses to substitute any out-of-stock soaps or refills for comparable ones, instead insisting on a refund. However, my wife specifically ordered during a sale, so a refund will net her fewer products than she ordered. You should allow my wife to submit a list of 13 soaps and 21 refills (that are in stock per the website) and send a replacement order with those substitutes. I will return the junk package as long as I am provided a return label.

  Business response

  01/30/2025

  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. 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 response

  01/31/2025

  Better Business Bureau:
  
  Bath & Body Works was in touch to provide an equivalent number of items (in scents that were availble) and actually provided those items cheaper than we paid in December. I am quite satisfied.

  Regards,
  *********

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a huge fan of B&BW. I have spent a good amount of money in the last year (around $2K). My complaint is that I never receive any of their coupons in the mail. I have called CS, gotten put on the list several times and never get anything. My friends do. What do I need to do to be added to your mailing list?

  Business response

  01/23/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your **************** experience. We are pleased we were successful in finding a satisfactory resolution based on your **************** 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 response

  01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  November 21, 2024 I ordered 6 vanilla warm body lotion Item No: *********. Price *****. I received an email it was delivered. I checked my front porch. It was not there. I checked my doorbell video camera. It showed no delivery. I checked my delivery status on line. It always shows a picture of the package on the front porch. It said there was no picture available. I contacted the store by email many times no response. Order ************** Please send me a credit. Thank you.

  Customer response

  01/22/2025

  Hello. Ive written them 4 times and they will not write me back. Is this company legit? They stole my money. I would like the money returned. The items were never received. The manager l carrier has no records. No pictures of the item delivered. 
  

  thank you for your help. 

  Customer response

  01/22/2025

  I just received a call from the company. I explained the situation and they apologize and they are resending my order. Thank you so much for reaching out to them so they could call me.

  Business response

  01/23/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your delivery experience. We are pleased we were successful in finding a satisfactory resolution based on your delivery concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

  Customer response

  01/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22830463
  
  I am rejecting this response because: 
  Hello. Ive written them 4 times and they will not write me back. Is this company legit? They stole my money. I would like the money returned. The items were never received. The manager l carrier has no records. No pictures of the item delivered. 
  
  thank you for your help. 

  I just received a call from the company. I explained the situation and they apologize and they are resending my order. Thank you so much for reaching out to them so they could call me.
  
  Regards,
  
  ****** ******

  Customer response

  01/24/2025

  Hello. I wrote yesterday and said that we did resolve the solution. The problem has been resolved and they are sending me my order. Please add to your records thank you so much.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Upon having a very poor store experience, I contacted Bath and Body Works ***************** I called to complain and was told I would be issued a 20 percent off in store coupon. They said it may take ***** hours. Enter a couple days later when I have not received the coupon, I contact them again. I am given the same story, you will get it. Now after 4 separate attempts, and given the run around several times I fear this company may be acting somewhat fraudulently. I checked my email several times and continue to receive emails from all other businesses including the main Bath and Body Works. Yet I have no coupon. I wasted hours on the phone at this point.

  Business response

  01/24/2025

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

  01/24/2025

  The company has resolved my complaint.

  Customer response

  01/27/2025

  [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

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a gift card in the amount of $44 on December 28, 2024. I uploaded the gift card to my wallet in the Bath and Body Works app on December 29, 2024. I tried to access my gift card on January 15, 2025, and it's not in my wallet. I contacted customer service today to resolve the issue, and they said there is no option to save the gift card, only to use it as a payment method upon checkout. They said the only way they could help me is if I have the gift card number, which I don't because I threw the gift card away when I uploaded it to my wallet, thinking my gift card was safe. I would like a replacement gift card sent to me, and I will spend it in store without uploading it anywhere online. The option to upload a gift card to wallet also needs to be removed from the app. When I searched on Reddit, I found that several other people had the same experience as me. Either that or a disclaimer that the gift card doesn't actually save and needs to be used immediately needs to be added.

  Business response

  01/26/2025

  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 response

  01/27/2025

  [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

  01/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was supposed to receive these shipments two weeks ago, but I still have not received one of them to this date. I was told that I will be issued a refund but it has been over 2 weeks and I am just being told that I have to wait for an approval from some kind of team. I am tired of being ignored this way and not getting a resolution.

  Business response

  01/21/2025

  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 response

  01/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22825943
  
  I am rejecting this response because: 

  Apologies, I have not received any emails from Bath and Body Works or I might have missed it. I have only receive my second shipment via laser ship and I have not received the ***** package.

  
  
  Regards,
  
  ****** ******

  Business response

  01/23/2025

  Documentation of proof of delivery is attached.  

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order online and immediately called when I noticed they didnt change my address. They told me they couldnt change the address or cancel the other and to call back when I got a shipping number. I did and still nothing. Order never received and they have yet to process my refund. Ive gotten 3 ticket numbers . One package was returned to sender . Other delivered but again the address was wrong

  Business response

  01/21/2025

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your refund experience. We are pleased we were successful in finding a satisfactory resolution based on your refund concern. For any future inquiries, Bath & Body Works ************* is available for direct support between 7a-11p EST, 7 days a week at ************. We look forward to shopping with you again soon. 

*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. ↩