Complaints

• 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. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I find it necessary to address some unsettling concerns. I placed order ************** December 6, 2024 for $218.37 and have spoke to several customer service representatives that advised my two missing caramel and vanilla candles would be replaced. I received an email that the replacement order was canceled. I spent countless hours on the phone with agents attempting to get this issue resolved. Additionally, five of the cranberry pomegranate candles are defective. They self extinguished and burned unevenly. Ive paid for all of the candles and have not received two of the caramel and vanilla. I was advised because *** returned items per your return policy you wont provide any assistance for the defective and missing items. We just want you to love it! At Bath & Body Works, we offer our customers a 100% satisfaction guarantee. If youre not completely satisfied, you may return products purchased from us that are in new, gently used or defective condition (due to materials or craftsmanship) for a refund subject to the terms of the Return Policy.Please advise why I am being singled out and targeted because I have returned items based on your return policy. Please see the attached photos and advise how this will be resolved. I feel extremely devalued as a consumer and will not continue to patronize an organization or business that treats their consumers which such a little disregard.Either replace the missing and damaged items or issue a refund. Ive attempted to reach you via phone and have had several of your employees just disconnect the call and the email address you provide on your website **************************************** renders undeliverable.

  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.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 1/15/25 I received an email from Bath and Body which read that my order could not be delivered and it was going to be returned to their warehouse? I was astonished because I am a frequent buyer and a loyal customer, I called Bath and Body before their closing hours it was 10:50 PM, EST I was placed on hold for about 5 minutes then the phone was disconnected on their end, I called right back and they were closed. In my opinion I felt that by me making a call near their closing their customer service representative did not want to waste their time talking with me and they deliberately hung up. Their chat service also closed at 11 PM EST. I paid for my order with a gift card and the remainder with my debt card, I have to wait until the order that couldn’t be delivered on their end to be Returned. I want my gift card returned and my monies debited back into my checking account. Poor Service Disregard to the customer

  Business response

  01/22/2025

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

  Customer response

  01/22/2025

  I accept the business's response to resolve this complaint.Thank you Bath and Body, and the awesome People Advocate the BBB
  
  Regards,
  
  ********** *******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This has to do with order # ************** placed on 1/4/2025. I placed an order that totaled $46.58 per email sent from them as a receipt. This ordered had tow rewards applied - a birthday reward and another reward. On 1/8 they charged my credit card 11.74 then on 1/11/2025 they charged my credit card for 46.58 - it looks like they removed my rewards for some reason and I want my rewards applied - I want the 11.74 credited to my credit card. I tried to resolve the issue with their online chat today (1/15), but that was worthless. I can return all the merchandise for a full refund it they prefer.

  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 order experience. We are pleased we were successful in finding a satisfactory resolution based on your order concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at ###-###-####. We look forward to shopping with you again soon. 

  Customer response

  01/21/2025

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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Subject: Urgent: Missing Order and Refund Request Dear Bath & Body Works Customer Service,I hope this message finds you well. I am reaching out regarding my recent order, Order Number: **************, placed on December 27, 2024. Unfortunately, I never received my package, and I am extremely disappointed with the service Ive encountered while trying to resolve this issue.When tracking the shipment via ****** the tracking image shows a picture of an envelope placed in front of a door with no identifiable label. Clearly, this cannot be my order, as my purchase consisted of four candlesitems far too large to fit inside an envelope. Despite making multiple attempts to contact customer service (approximately 20 calls), I have yet to receive my promised refund.The experience Ive had with your customer service team has been highly frustrating and disheartening:I was hung up on multiple times when requesting to speak with a manager.I was treated rudely and unprofessionally despite calmly explaining my situation.I was promised a refund that has yet to be ************ payment was made using both a credit card and a gift card, and I am now requesting that my total of $47.69 be refunded, preferably in the form of a gift card so that I can choose whether or not to continue shopping with your company in the ********* a long-term customer, I have always valued ******************** for its quality products and service. However, this experience has been far from what *** come to expect. I sincerely hope that this matter can be resolved promptly and amicably.Please review my case, process my refund as soon as possible, and confirm when the refund has been issued. I appreciate your immediate attention to this matter and look forward to your swift response.Thank you,****** ***** ******************** **************************************************

  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 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

  01/24/2025

  [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,
  
  ****** K *****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a order on 12/6/24 when the candles were on sale for $9.99 buying them for xmas presents.I purchased 22 of them? My order was over $200.00 I kept waiting and waiting, had to go buy other xmas gifts as my order still had not arrived.Called Dec 26, the girl kept me on hold and told me she had just put in replacement order for me to ship overnight.. STILL did not get my candles..I have called SEVERAL times each time being told that the refund is being processed. I would like my refund back in my acct.I am still waiting and I am very unhappy with the customer service I have received.This is over $200 that has been tied up with you people. I have lived in my home for 30 years and have never had this happen. My house is a single family home.I am hoping to hear back from someone today. This has gone on for much to long. I have been doing business for many years and not so sure about the future now.Thank You,**** ********* Customer Service Representative Fenwal Controls *****************************

  Business response

  01/22/2025

  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.

  Customer response

  01/23/2025

  This issue has been resolved, I received the full refund...

   

  Thank-you

  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.

  This issue has been resolved, I received the full refund...
  
   
  
  Thank-you
  
  Regards,
  
  ***** *********

• Initial Complaint

  01/11/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on candle day, the order number is **************. It was supposed to be delivered on 12/16-12/20 and they were Christmas gifts as well. Unfortunately, I have not received my order the first package does not have a delivery picture or anything that says where it was left and the second delivery has a picture that is not my home or looks around my area. I have tried reaching out to customer service and they tell me that they will launch a tracker and I keep having trouble getting in contact. It has almost been a month since it was supposed to be here and still no resolution :(

  Business response

  01/17/2025

  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

  01/11/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Case #******* My mother in law purchased a $100 gift card to give to my daughter on Christmas. The purchase was made on 10/30/24 at ********************************. My daughter received the gift on 12/25/24. We went to use the gift card on 12/26/24 at the Commerce, ** location, but the gift card showed a $0 balance. The store manager called customer service with me, and they said they would email one in 3-5 business days. I did not receive it so I let the store manager know and I called back on 1/2/25. They told me they would expedite the process, and I would receive within 48 hours. I did not. The store called again on 1/7/25 and 1/9/25. The store manager, *****, was told I would get it within 48 hours (on 1/9/25). I called back on 1/11/25 and spoke to ***. She claimed that all of the previous agents I spoke with did the process incorrectly, and I would need to wait 3-5 business days to receive the (now $115 for my troubles) card via email. I demanded to speak to a supervisor to which *** continually claimed was unavailable. She came back on the line 4 times to tell me I wouldnt be able to speak with a supervisor. I do not have time to keep calling and staying on the line over an hour to deal with this situation.

  Business response

  01/17/2025

  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

  01/17/2025

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

*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. ↩