ComplaintsforBath & Body Works

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After checking my receipt for my last online order, I noticed that they are taxing me 9%. I live in *********; ********* and the tax rate is 5.5%. They are over taxing me. I called customer service and after getting nowhere with the person after 4 times explaining this to her, I ask to speak with a supervisor. She initially flat out told me no and then when she did say she would, she put me on hold for 20 extra minutes. After 30 minutes I hung up and called again. This time I got a girl named ******* I asked to speak to a supervisor right away. I explained my previous call and did notify her that if I didn't speak to a supervisor then I would contact the Better Business bureau and the Federal Trade Commision as this is fraud. She said she would and asked if I would hold. I said yes. Again, I was on hold for another 35 minutes. I was then hung up on.

  Customer response

  11/06/2024

  i spoke with an extremely nice lady from Bath and BodyWorks corporate and the issue has been completely resolved. Please feel free to delete this complaint

  Business response

  11/07/2024

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

  11/07/2024

  [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. Please note that the lady I spoke with from Corporate was very nice and very helpful.
  
  Regards,
  
  ***** *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order on October 8th for hand soaps and sanitizers totalling $212 and change for our school staff appreciation event on October 26th. I received the product on October 16th, but it was all just dumped into the box, a bunch if the soaps had leaked and were broken. I called the online customer care number on the same day to get the problem rectified. Originally it seemed 13 hand soaps were damaged and they said they would send replacements. They also mentioned I could keep the broken ones or do whatever I wanted with them. Well since they were damaged and broken they unusable. As it turned out it was worse than originally thought. After cleaning off all the other soaps and sanitizers, it was 20 hand soaps that were damaged and 3 bags of hand sanitizers broken. Oct ********************************************************************************************** the order was sent and that if I didnt get it within ***************************************************** a code to purchase everything from the store at the same discounted price. My order didnt arrive, and in fact I only received a confirmation that they reshipped it on October 22nd not the 16th as they promised and it said I would only get it on the 28th. I have since called 5 times requesting the refund for the entire order and nothing has been done. They keep saying ************************************************************************************************************** time for the event. I am now out twice the money, and have not been able to get my refund. I would like my refund that is it! The company customer care is based internationally and as such there is no possibility of resolution.

  Business response

  11/06/2024

  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

  11/06/2024

  [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

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # **************. I placed my order during the candle sale for ***** a vanilla birch candle to the ***************** location in ********. My order was cancelled at this store. This particular store has terrible reviews and will cancel orders with the product being available. I contacted Mac ****** center and asked did they have the candle in ************ informed me they did. When I called bath and body customer service number to have my discount price reinstated at the other store for same exact candle they refused to honor the exact price. She refused to provide her name & refused my request of getting me over to her manager. She started yelling at me not understanding the other store is 30min drive away from my home and honoring the sales price I originally paid is the least they can do. Mid sentence she clicked me over to her supervisor name ***** who refused to provide her name, they have a way to interrupting the call while you're taking the survey. The supervisor name ***** was deliberately pressing mute on the phone while I was talking to him over and over bc my phone tells me that the mute button is being hit. He was making it appear as if it was a bad connection & remaining silent during the call utilizing mute. The outsourcing *********** has done creates diabolical cheap unethical customer service. This matter was a simple matter & didn't have to be escalated to this point. ***** the supervisor as well as the ***resentative that refuse to provide her name call needs to be reviewed. I'm left without my **************************** have the product available. My order was placed November 4th this incident occurred November 4th around 3pm. The customer service has to be better monitored with quality assurance because it's terrible what you have to go through dealing over simple issues, no one should be treated like this. If you listen to the call you can hear the lack luster in the *** ************ clear she hates her job. She set the *****************

  Customer response

  11/04/2024

  My full name is ******* ****** and complaint number is 22512488. 

  My email address is ***************************** 

  And my telephone number is ************

  Customer response

  11/04/2024

  My full name is ******* Willie 

  Complaint number is 22512488 

  Email address is ***************************** 

  Telephone number is ************

  Business response

  11/08/2024

  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

  11/12/2024

  Thanks BBB I spoke to bath and body works regarding my concerns already 

  Customer response

  11/12/2024

  [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

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed order number ************* on October 24, 2024. Less than an hour later I called to cancel the order. The agent said it would be cancelled. On November 1, 2024 despite cancelling on October 24 my card was still charged . I even followed up with bath and bodyworks on October 25 and was reassured it would be cancelled. Not sure where the disconnect here is?

  Business response

  11/06/2024

  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

  11/06/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  ******** was fantastic in addressing and resolving my concerns.  Thank you BBB and ******** from bath and body works.
  
  Regards,
  
  ***** ***

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There was a promotion $10.95 for 3 wick candles when I opened up my BBW app if I used the promo code ******* today so I added 5 candles and went to check out. I tried using the code about three or four times and I kept getting an error saying the code was expired. I called customer service, spoke with PJ, and explained the situation. After a 30 minute or so conversation and talking to her manager a few times she offered to allow me to purchase the 5 candles in my cart for $10.95 each and she would even help with the shipping cost by giving me a $75.00 credit that she applied to my account. She told me to just refresh my shopping cart screen and I would see a customer care credit applied to my cart on the checkout screen. I thanked her and ended the conversation. I refreshed my screen about 6 times, even closed and reopened the app to find that the $75.00 credit had not been applied. I immediately called customer service back and explained the whole situation again only to find that PJ, the customer service agent who supposedly applied a $75.00 credit to my account had not even typed notes about the conversation we had and that the new agent had to put me on hold to research the problem again. She ended up hanging up on me. I called back and got another agent who also hung up on me. A called back and got an agent who sent me to the end of the call survey, which then disconnected the call. I called back again and long story short the agent I got told me she didn't see any notes and utterly refused to do a thing for me. I want the $75.00 credit I was promised! I spend a small fortune with this company and I would hate to stop shopping with them and spread the word to everyone I know about this experience.

  Business response

  11/03/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are delighted that you gave us the opportunity to understand your service experience. We are pleased we were successful in finding a satisfactory resolution based on your service concern. For any future inquiries, Bath & Body Works Customer Care is available for direct support between 7a-11p EST, 7 days a week at 800-756-5005. We look forward to shopping with you again soon. 

  Customer response

  11/04/2024

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

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issues with services at *** ******* ****** **** ********** ** *****. This specific bath and body works has given me a tester before, the wrong size of a product, the wrong product in the same scent, won’t actually help if asking about specific scent and don’t see it in the product you want, and will say no just for you to see the product on the way out, and email sent out for pickup states to either bring the email, or valid Govt ID, this store refuses to accept email with order number despite what website and email says, and will argue with you over a valid govt ID when not everybody wants to show a stranger an ID with personal information like an address on it, and had no issue until recently when it comes to accepting the order number. This location also marked a pickup order as picked up when I didn’t pick it up so I had to call the store, and an employee made a mistake and marked it as picked up when it wasn’t.

  Business response

  11/03/2024

  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 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. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I came to the BBB, bescause I have received the run around on a refund. First, I was only refunded $5.50 for a room spray, when I explained my package never made it to my door step. After countless chat conversations, phones, no confirmation email was received. Each day I await a refund in hopes of it coming in, and nothing. While an agent did process and iniatied a refund I am left in the wind. I explained on several occasions the package never reached me and each time I was promised a refund to no avail. I just wanted to clarify I am tired of the empty promises.

  Business response

  10/30/2024

  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/exchange experience. We are pleased we were successful in finding a satisfactory resolution based on your refund/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

  11/13/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They graciously refunded me my order. 
  
  Regards,
  
  **** ****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/09/24 I made an online purchase. Part of the purchase was in store pickup, the other portion was to be delivered to my home. I had no issue with the pick up order. I received my delivery order on 10/17/24, and the contents were completely damaged. An oily substance was seeping through the box and everything inside was covered in product and ink from the chemicals. The smell was overwhelmingly toxic. I called customer service but after 15min of being on hold I was hung up on. Reached out via chat, spoke with a representative and he assured me that I would receive a replacement for all of the items in my delivery. Then the chat was disconnected. I tried reaching back out to chat, asking for confirmation, that representative took over 20min to even acknowledge me and ended the chat as well. Tried calling multiple numbers, signed up for the call back, was either called back with silence on the other end, hung up on, or reached someone who was extremely rude and unwilling to help. Called the store, they refused to help, wouldn’t let me speak with a district supervisor, a regional manager, and wouldn’t give me any other option to reach out to the company besides the general 1800 number. This is taking up entirely too much time and energy.

  Business response

  10/29/2024

  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. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made two orders online on October 11, which I was forced to do because it didnt get my whole order on one of them so I was charged twice for shipping. Supposedly ***** couldnt deliver my package, they said I wasnt home even though that was a lie because I was home and there is no note from them on my door nor does my ring show them coming anyway they canceled my order and sent it back to Bath and body, which mind you I shopped on a 60% off clearance and mixed and matched for Christmas presents which the other order only gave me one of so it does be no good. I paid partial with a gift card and partial with my bank, after calling them and waiting hours on the phone 7+ times and being hung up on and tried to chat with them to no avail they did refund me on my bank the whopping $1.28 but not my $50 gift card. Ive reached out to them and spent multiple hours of my time, trying to resolve this with associates hanging up on me and ending my chat early and promising me that I will get an E gift card which Ive never received. I called them once again, asking to speak to a manager, but the associate agent kept talking over me and when I insisted she put me on hold just to hang up on me so when I called back and tried it again the next agent put me on hold and it transferred me back to the two hour waiting list. I shop a lot in store in my city but after all this, I think I will be ending my business here, this is absolutely 100% ridiculous.

  Business response

  10/25/2024

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

  10/25/2024

  [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

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent the following message to bath and body works twice and still haven't gotten an answer.I have a wallflowers plug, that I purchased in April 2024, that is leaking badly.Yesterday evening I chatted with 4 of your associates, none of who would help me. They all disconnected me and left the chat once they said their piece. I do not appreciate being treated like that. It's very rude.I understand your return policy of 90 days, but this is defective and could be dangerous. Start a fire. I'm not just trying to get a refund or replacement. This is your product and it is defective.I was informed that these wallflower plugs are supposed to last for at least a year. It hasn't been a year yet and it is leaking. The liquid scent is leaking out of every possible opening and it is very sticky. There are photos ******** I usually love bath & body works.Your products are usually wonderful but I don't know if I'll be shopping there any more after this.

  Business response

  10/24/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the product 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

  10/25/2024

  [**** 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. ↩