Complaints

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bath and body works failed to warn me that the bottles are defective and it leaks. Also the chemicals that are used are making me sneeze.I have a bad allergy to them.As a result I feel as I am do a refund. All together I have spent approximately $500.The bottles I purchased I can not get a full use of them because they are defective.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i ordered a body wash and it was not a good scent. can i be refunded without going to a store. i dont feel well enough to go to the location. if that doesn't work can you send me a return label to my mailing address.

  Business response

  05/15/2022

  We are so very sorry to hear that the customer did not like the fragrance on her order. We were able to reach the customer by phone on 5.15.2022. Looking into the details of her order, a refund was processed for the full amount of the order $18.71. For her experience of having to call in multiple times to get this resolved, we also submitted a request for a $15 e-gift card to be sent to the customer by email within 24-48 hours. Thank you for bringing this matter to our attention, so we can resolve this for the customer. 

  Sincerely, 

  ****** 

  Customer response

  05/15/2022

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

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order items from this company and never received my items, i received an email saying that my order was confirmed than another email stating my items were shipped and the date I would receive them. Well it’s been almost 2 weeks and nothing I tried reaching out to the via phone and was startled by a very rude representative who told me that I had to wait as long as 3 months i than asked to speak with a supervisor and was hung up on. I want my money back ! And I will be using my social media platform to let everyone know about my terrible experience.

  Business response

  05/15/2022

  We are so very sorry to hear that the customer did not receive her order. Thank you for giving us the opportunity to resolve this concern for the customer. We reached out to the customer by phone on 5.15, but we were unable to get in touch with her. We did leave the customer a voicemail, and we also sent the following email- attached below on 5.15. Hi *******,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate. I attempted to reach you by phone, and I am so sorry to have missed you.
  
  I am reaching out to you in regards to your Better Business Bureau complaint. I am so sorry to hear that you never received your order, but I am happy to help! Looking into the details of your order, I am showing that we processed a full refund in the amount of $58.30 on 5.1.2022. You should of received this refund within 3-5 business days.
  
  Thank you so much for sharing your feedback in regards to your experience. We appreciate you taking the time to share this, and with your help, we can act to make it better!
  
  I am so sorry that your experience was less than you expected, and we let you down. We always strive to provide excellent customer service. We do take this feedback very seriously, and will be reviewing the phone calls placed to provide further coaching direction to the associate involved.
  
  We value your loyalty as a customer and would like to make this up to you. I hope that the E-Gift Card that is being sent separately for $25 to your email address conveys our sincere apology. You should receive this within 3 business days. This e-gift card can be used in store or online, and does not expire. Your incident number for reference is *************.
  
  *******, please accept our sincerest apologies, and hope you come back to shop with us again soon!
  
  Sincerely,

  ******

• Initial Complaint

  04/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went with a free item coupon ($7.50) for any item to the Danbury CT store. Once there, we were given a basket of tiny lotions (1 oz) and told this was the only thing that applies. Once I showed them this was not true, they said "well that's how the register works". I complained two weeks ago online and was told I would get a discount of at least 20% and free shipping emailed to me, which still doesn't help against the illegal coupon policy they showed. Coupon never arrived. I called last week and was again told the same thing. Coupon never arrived. So besides being an unethical company, you are simply blowing off customers. My next step is to go to the medica, since what you are doing is illegal. You are wasting my time and I'm tired, after 3 attempts for you to fix this, of being treated like garbage by your company.

  Business response

  05/15/2022

  We are so very sorry to hear that the customer did not have a good experience in store. Thank you for giving us the opportunity to resolve this concern for the customer. We were able to reach the customer by phone on 5.15. We apologized for her experience, and also sent all feedback in relation to her store experience and coupon redemption to our store relations team. This feedback will be shared directly to the district, regional, and store managers of this location, to prevent this from happening in the future. We also re-sent the 20% off and free shipping coupon that was promised to her, and also sent her a $20 e-gift card to use in store or online for her experience. Her reference number for this request is *************. She should receive the coupon and e-gift card by email within 24-48 hours. We truly apologize for the customers experience, and we want to thank the customer for bringing forth the details of her experience so we can continue to improve and deliver the best experience to our customers. 

  Sincerely, 

  ****** 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to the Bath and body works store in the outlet mall NOTL. They had signs all over the store saying buy 3 body care products and get 1 free. I asked an associate if it applied to any of the body care products such as body wash. She said yes it did. So I bought 3 and thought I was getting the 4th one free. Instead I got charged for all 4. I noticed it after I had left the store and had to hurry home for the repair people that were coming. I called the customer service number, was treated rudely and they refused to address the issue.

  Business response

  05/03/2022

  We are so very sorry to hear that the customer had a poor experience in the store. Thank you for giving us the opportunity to resolve this concern for the customer. We reached out to the customer on 5.3 by phone, but she was not available. We did leave a voicemail, and we also sent an email with details of resolution. Below, is a copy of the email we sent to her: 

   

  Hi ********,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate. I attempted to reach you by phone, and I am so sorry to have missed you.
  
  I am reaching out to you in regards to your Better Business Bureau complaint. I am so sorry to hear about your store experience, but I am happy to help!
  
  Since this is involving an in store purchase, I will not have access to the order, as we are only able to view online orders. However, once I obtain a few details, I am happy to reach out to our store team to see if they are able to support? Do you have the store receipt? If so, can you please respond to this email with the receipt information and the amount you were overcharged, and we will be happy to research this.
  
  If you do not have the receipt, I am happy to give you call so we can attempt to locate the order by your payment information to process a refund, or we can provide a e-gift card for the refund amount.
  
  ********, please accept our sincerest apologies. We take customer service very seriously at Bath and Body Works, and we look forward to serving you in the future.
  
  Sincerely,

  Customer response

  05/03/2022

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

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 7th, I placed a new portable car scent portable clip into my passenger air vent. I purchased the portable car scent clip and air freshener from Bath and Body Works in Waldorf, MD. Yesterday, when I returned to my car after work around 4:25 pm. I noticed that the oil from the scent portable had leaked and eaten away the material around my air vent on the passenger side. I can not find my receipt from the purchase, but I will keep looking, however, the charge is listed on my debit card. I took a picture of the damage. I am extremely upset at the cause of this damage. It looks horrible. Had a known that Bath and Body Works car scent portable scent would damage my car I would have never purchased this item. I plan to take my car to the dealer to determine the cost to repair this damage to my Infiniti. I would like the company to reimburse me for this damage.

  Business response

  04/29/2022

  We are so very sorry to hear about this customers experience with one of our scentportables. Thank you for giving us the opportunity to resolve this concern for the customer. We were able to reach out to the customer by email to see if we can assist her with receiving the refund back to her form of payment, once we receive the receipt details. Since this experience involves property damage, we did send all of her details to our Enterprise team so they can contact her in regards to this. This is a copy of the email we sent the customer on 4.29.2022. 

  Hi ******,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate.
  
  I am reaching out to you in regards to your Better Business Bureau complaint. I am so sorry to hear that one of our products leaked on your automobile. We appreciate you providing your contact details and the pictures. Can you please provide me with your receipt information from the in store purchase as soon as you have it available? I apologize, but we only have access to the online orders, and we will need to partner with our store team to assist in providing the funds back for this purchase. Also, due to this matter involving property damage, a member of our Enterprise Team will be reaching out to you within 48-72 hours. If you’d like to reach out to us directly before receiving a call, please contact us at ###-###-#### (8a-10p, EST) and ask to speak with our Enterprise Team. We appreciate your patience and look forward to speaking with you soon.
  
  Sincerely,

  Customer response

  05/17/2022

  Hello *** ******,
  
  I just received an email message regarding that my case would be closed due
  not no response.
  
  I emailed your office on May 11, 2022 (listed below) stating the issue had
  not been resolved. I have been emailing the SCA adjuster
  regarding repairing the damages to my vehicle related to damages caused by
  the Bath and Bodyworks car fresher.
  
  They offered me $213 dollars but the repair cost is approximately 910. This
  offer is insufficient. I have gone to two different repair companies
  that are not able to repair the damages and recommended that I take the car
  back to the dealer.
  
  Please do not close this case. This is unacceptable and I am not happy.
  
  ****** *****

  Business response

  05/22/2022

  We are so very sorry to hear that the customer is not satisfied with the resolution provided. I can definitely understand the customers concern with the damage, and I apologize for any inconvenience this may of caused. Due to this matter involving damage to her personal property, this matter must be addressed with our enterprise team at ###-###-#### Hours of operation are (8a-10p EST) to speak about the details of your claim and to inquire about the cost covered. At this time, our customer service team does not handle any property claims. Please accept our sincerest apologies. We take customer service very seriously at Bath and Body Works, and we look forward to serving you in the future. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have the BBW app. I have had it for over a year and never had any issues at all! Back in February all of my gift cards that were stored in the app disappeared (over $600 worth) I contacted BBW immediately and was told to give them a little bit to look into it and they would contact me back. After 2 weeks I reached back out and have been ignored since! It’s now the middle of April and still have not heard back a single thing

  Business response

  04/29/2022

  We are so very sorry to hear about the customers experience. Thank you for giving us the opportunity to resolve the concern for the customer. We attempted to reach out to the customer by phone, got disconnected, and then got directed to the customers voicemail when calling back. To ensure the customer was provided with a resolution,  we did send her an email on 4.29 in regards to her concern:                                                                                                                                                                      Hi *******,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate.
  
  I believe our phone call got disconnected, but when I tried to call back, I was directed to your voicemail. I am so sorry to have missed you.
  
  I am happy to help you with your concern in regards to the gift cards. I am so sorry to hear that your e-gift cards are missing from your account. However, within the bath and body works app a system update or re-installment of the app, would not cause the gift cards to be lost. Per our terms and conditions listed on our website, If an e-gift card is lost, stolen or destroyed, BBW or WB will replace it with the value of the card at the time replacement is requested if you provide the card number. If the gift card number is not provided, we are unable to replace the value of the gift card(s).
  
  We sincerely apologize for any inconvenience this may of caused, but I am more than happy to get these gift cards replaced for you once you provide the numbers. Please feel free to respond to this email at your earliest convenience, so we can get this processed for you.
  
  If you do not have record of the gift card numbers, we are able to offer you a $50 e-gift card as well as a 20% off and a free shipping code. Just let us know if you would like this to be processed.
  
  I look forward to hearing from you,

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello, I am seeking delivery or refund for a product that I ordered for a family member for the Christmas 2021 holiday. I ordered a $50 gift card from Bath and Body Works on 5 December 2021 and I later received an order confirmation email on the same date. The order number noted in my order confirmation email was 00474126985272. I received another email on 10 December 2021 that my order was being shipped to the recipient's address. Additionally, on 10 December 2021, I received a follow-up email that my order was en route. Unfortunately, my recipient has yet to receive the gift card which was expected for delivery by 16 December 2021, although the $50 amount was taken from my account on 13 December 2021. I did not receive any subsequent correspondence from the company on the status of my order since the December emails.Images with these corresponding emails are attached below. I also attached an image with tracking of my current order, as of 17 April 2022. According to this image, my order was returned to a store in Louisville, Kentucky on 24 January 2022 which neither corresponds to my address, the recipient's address, or another address that I am familiar.I look forward to prompt assistance to rectify this matter and I trust that you are able to help. Thank you so much, I greatly appreciate the Better Business Bureau's assistance! Thank you again!

  Business response

  04/29/2022

  We are so very sorry to hear that the customer did not receive a refund on his order. Thank you for giving us the opportunity to resolve this concern for the customer. We reached out to the customer on 4.29 by phone, but were unable to reach the customer. We sent the customer an email, detailed below on how we were resolving this concern for the customer. 

  Hi ******,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate. I attempted to reach you by phone, and I am so sorry to have missed you.
  
  I am reaching out to you in regards to your Better Business Bureau complaint. I am so sorry to hear that you never received the refund for an e-gift card you purchased, but I am happy to help.
  
  I have processed a full refund in the amount of $50 back to the original form of payment on your order. You should receive this refund within the next 3-5 business days. Also, as a token of our apology, I have submitted a request for a 20% off and free shipping code to be sent to your email address that you can use on your next online purchase with us. You should receive this within 24-48 hours.
  
  ******, please accept our sincerest apologies. We take customer service very seriously at Bath and Body Works, and we look forward to serving you in the future.
  
  Sincerely,

  Customer response

  05/01/2022

  [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

  04/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into my local store at Cumberland Mall Atlanta, Ga. The complaint is regarding the associate I had several coupons that weren’t used at the time of purchase so I was over charged. I also have a store pickup item a candle that was broken at the time of pickup I did not notice until I was home I would just like to have that item resent out to my home. I don’t have time to go to the store due to my work schedule. I have attached a screen shot of my order number associated with the item picked up that is broken. I have attached the receipt so I may file a formal complaint regarding the associate at the Cumberland store.

  Business response

  04/18/2022

  We are so very sorry to hear that the customer did not have a good experience in store. Thank you for giving us the opportunity to resolve this concern for the customer. We were able to reach the customer by phone on 4.18. We gathered feedback on her interaction with the store associate who did not apply the coupons correctly. Using the receipt information, we were able to reach out to our store relations department to get the associate information, and we will provide this feedback and coaching direction to the associate so we can help prevent this from happening in the future. We sincerely apologize for any inconvenience this may of caused. Since the customers 3 wick candle arrived damaged, we processed a replacement free of charge for her with express shipping, and we also provided a $20 e-gift card as a token of our apology for her experience. She should receive the candle no later than 4.21, and she should receive the e-gift card to her email within 24-48 hours. Again, thank you for giving us the opportunity to connect with the customer and resolve her concerns. We take customer service very seriously at Bath and Body Works, and we look forward to serving you in the future.  

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered from bath and body works. They shipped with lasership. Lasership said they delivered the item however I home and they did not ring my bell or notify me. I called bath and body works and they offered me a refund. They said they submitted my refund however I have not gotten it. I was told to put in a transaction inquiry and I would be emailed on where the money went and when the refund was processed. I have not been emailed since. The order number is ************** the total 63.43

  Business response

  04/18/2022

  We are so very sorry to hear that the customer has not received her refund. Thank you for giving us the opportunity to resolve this concern for the customer. We reached out to the customer by phone, and left a Voicemail, and we also sent her an email on 4.18 with details related to this request. For her experience, we are also sending her a 20% off and free shipping code for her next order. Due to the customer having an open case with paypal, or payment team is unable to process her payment inquiry. Below is the email we sent the customer on 4.18 with details.  Hi *****,
  
  My name is ******, and I am a Customer Experience Leader with Bath and Body Works Corporate. I attempted to reach you by phone, and I am so sorry to have missed you.
  
  I am so sorry to hear that you have not received your refund, but I am happy to help! Looking into the details of your order, I am showing that we processed the refund on our end in the amount of $7.44 for the shipping charge on 2.25.2022. We processed the remaining credit on 3.5.2022 in the amount of $55.99 plus applicable sales tax.
  
  Since you did not show the refund reflected in your account, our edit department processed a payment inquiry on April 4th. However, due to an open case with Paypal, it is preventing the edit department from crediting the amounts of $55.99 and $7.44. Due to this, the edit department is requesting that you contact paypal to complete this case, as our system will not allow any refunds to go through from the payment inquiry, if there is an existing case open with your payment provider. We sincerely apologize for any inconvenience this may of caused.
  

  We take customer service very seriously at Bath and Body Works, and we look forward to serving you in the future. 

  Customer response

  04/19/2022

  The matter is not resolved.The dispute against them with PayPal has been closed since March 26 2022. Picture attached. I appreciate the response but I’ve already ended the dispute.
  

  Business response

  04/21/2022

  We are so very sorry to hear the customer never received the refund. We contacted the customer by phone and email on 4.18, and informed the customer that the refund was processed in two amounts one for $7.44 on 2.25.2022 and one for $55.99 on 3.5.2022. However, since she had an open case with paypal, it was preventing the refund from showing up on her paypal account. ***** informed us that the case with paypal was closed on 3.26, which is why the prior refunds did not post, since the case remained open until 3.26, after the refunds were processed. We asked the customer for her paypal account information and transaction id number, and she was able to provide this information, stating that the case was closed. We re-opened a payment inquiry request for the customer on 4.21.2022, and emailed the customer with details: 

  Hi *****,
  
  Thank you for providing the paypal information. I am happy to help.
  
  I have submitted a new request for a payment inquiry to be completed for your paypal account. Your incident number for reference is *************.
  
  Please allow 7-10 business days to receive this refund. If the edit department has any further questions or requires more details, I will be sure to get in contact with you.
  
  Thank you for shopping with Bath and Body Works, *****. I hope you have a wonderful day.
  Sincerely,
  

  Customer response

  04/23/2022

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

*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. ↩