ComplaintsforBath & Body Works

• Initial Complaint

  10/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 8, 2024, I order various candles and hand soaps from Bath and Body Works. To my dismay, Two of the candles (Cocoa Cream and Fresh Balsam (I didn't even purchase that scent) and One hand soap (Crisp Morning Air) were received broken. There was glass everywhere. I ended up with glass all over my floor, on my hands and on my table. The soap dispenser was received with no top to the pump. The pump top was not in the box, which means they knowingly shipped it broken. No packing materials (popcorn, bubble wrap, etc.) was included in the box. This is the third time I've had this happen. I will no longer be making purchases from Bath and Body Works online or in store.

  Business response

  10/25/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account info was compromised and have tried several times to get it resolved. Customer Support has made the issue worse by terminating my rewards program which eliminated my existing rewards and points used for free merchandise. I simply asked them to correct my account details which I'm not able to do myself through the My Account feature. There is an incorrect email attached to my account I need removed. This email is now receiving all of my order details and personal info which is a breach of privacy. I can't even check the status of my order since an incorrect email that is not mine is attached to my account. In store associates cannot help and stated they don't have internal customer support for Frontline staff. When I contact customer support there is no follow up or resolve.

  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

  11/05/2024

  [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

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online pick up order and used my birthday reward for one item. However when I got there, two items were out of stock- including the one for my birthday reward. I contacted customer service via chat and and the first **** said that she'd add it back and then offered me a different candle, but when I clicked the hyperlink it took me out of the chat. I contacted chat again and next guy asked me to hold and said that she issued it, however it's not showing on my account. I contacted the chat team again and got a very rude representative who was very dismissive. He said he couldn't add the bday reward and offered 1000 points but when I asked about for a supervisor, he disconnected the chat. I chatted one more time and got him again and I asked if he disconnected the chat, he said yes and evaded my other questions. This is completely rude for something that was more even my fault. This is unacceptable. I want my birthday reward and other compensation for the rudeness.

  Business response

  10/18/2024

  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. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My nightlight wallflower plug in started leaking a brown liquid. The liquid leaked smells like the scent in the plug in. I've never had this happened. I reached out to bath and body work through chat as I did not see an email option. I sent the pictures asking if besides the mess this was any sort of safety concern. The representative came back saying to call some retail support number and ended the chat immediately. The whole chat disappeared when she exited and I couldn't even take down that number let alone she never answered if it was a safety concern and should I be stop in use. Frustrated with how this was handled. I would like to be sent a new nightlight wallflower and plug in as a replacement since this is not only messy but seems dangerous. I've used these for years and have multiple. I've never seen this happen. As I told the representative who aborted the chat to quickly this was likely purchased in store as I mainly do so I do not have an order number. At this point I no longer have a receipt. I am hoping bath and body works will stand by their products and send me a replacement. I also hope this is not a safety concern I should be worried about . The liquid coming out is brown, the liquid in the bulb is more clear in color however upon wiping it up it does indeed have the peach scent that is loaded into the plug in. I have attached pictures. Unfortunately because the chat was ended so fast before I could even take down the retail number she was giving me to call I could not screen shot the chat. I only know the name I was speaking to was ******.

  Business response

  10/16/2024

  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

  10/16/2024

  [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,
  
  Tiffany Vazquez

• Initial Complaint

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It was 2 weeks prior my wife's birthday ( *************), I placed the order on August 18 2024, for the amount of $192 CAD (order Number *************). It was supposedly delivered by Purolator (Tracking # TFP034471599) on August 26 2024. I never got the package and called them to advise on August 29 after waiting 2 business days, in case it shows up and even verified with the neighbors who did not receive anything. The agent advised me she can re-ship the order or provide a refund, I asked for a refund because I wouldn't get the gifts on time for my wife, so she promised I will get refunded (Ticket #*******).On August 30, I received an email from ****** who advised it was denied because they have "proof" it was delivered (which I really would like to see because if I did receive it we wouldn't be here).I called multiple times and some said policy is if they have "proof" that they don't refund and denied me the request to speak to a supervisor, another had me wait on line and hung up. One *** asked me to get a police ***ort which I did ( #***********)A few weeks past and then I was in a game of *********** where I speak with an agent, they would send me to a supervisor and do nothing and promise/lie and tell me they see I will get refunded in 2-5 business days which never happened.There is a *** called ***** she was nice and re-shipped a partial order and told me I will get the rest by refund. I got some items which I returned, at the Bath & Body Works store (****************************************************** C4). I got an email after advising I got a $0 refund. So I called again and a supervisor submitted Ticket #******* and promised I would get a refund before August 11 2024.I never got it so I called again and the last "supervisor" ****** VGU007, said that he will re-escalate ticket #******* but confirmed it will be denied because the refund team doesn't communicate with them and he cannot get proof of delivery. (so they have a broken process) and hung up the call.

  Business response

  10/14/2024

  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.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a customer account with this ********************** under the email address ********************* I had earned 3 rewards in my wallet, which are rewards that are each worth a free $16 item. These rewards are earned by spending money. Suddenly when I tried to login to use my rewards before they expired, I suddenly could not get into my account. My password wouldnt work. So I requested a reset but never receive an email to reset it, so I tried it again a couple weeks later. Still no reset email was received. So I contacted customer support on 10/10/24. They told me that my account is now listed under the email address: ***************************** and that my rewards had been used. They basically told me too bad theres nothing more we can do for you. Meanwhile, my privacy information is now out there and the rewards I earned are gone. They also told me they couldnt reset the email to my original email address. So if thats true then how was it changed before? Then instead of helping me any further the chat agent *** disconnected the chat. It feels like they are just trying to find a way to rip me off from my rewards that I earned by spending money at their stores and that they dont care at all that my privacy info was ***** from their site. I want this to be addressed and I want my rewards back.

  Business response

  10/18/2024

  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. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the **** and Body Work Store on 09/16/2024, to return a few items. I reached the counter and showed my receipts, the items to the Associate. The Sales Associate inquired my phone number to look up in the system. The Sales Associate started to scan the items and informed me ,that the items purchased are no longer good for the ninety days period has expired. I explained to the Sales Associate that Im returning the items a day before the receipt expires. The Sales Associate stated to me that the system shows on the items being returned. The Sales Associate provided me,a merchandise store credit ,that is equivalent to the amount of the items purchased.

  Customer response

  10/14/2024

  I am seeking the refund ,to go back on my credit card. Not on the Companys store merchandise credit card. I am not satisfied with the store merchandise credit. 

  Customer response

  10/14/2024

  I am seeking a refund back to my credit card. I am not satisfied with the Company, providing their merchandise store credit. 

  Business response

  10/28/2024

  Thank you for reaching Bath & Body Works via the Better Business Bureau. We are so sorry to hear about the refund/exchange experience you have shared. We attempted to reach you via phone on four 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

  11/06/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  **************

  *****, ****** 22407947

  Bath & Body Works

  Nov 6, 2024 10:16 AM

  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased many bottles of liquid hand soap for the holidays online and picked them up at the store (I do this every year). I placed the large bag of soaps in the back seat of my car then I drove home. When I returned home the bag was very wet and all the heavy contents of the bag fell out of the bag. 3 of the bottles were not sealed shut and were half empty. Not only did my car smell for a long period of time (and I had to scrub it clean) but one of my ***** Bahama Polo Shirts was damaged. It has a nice circle size stain on it. I cannot wear it. The product should be sealed when I pick it up. Now I have a lost shirt, a floral arrangement of smells in the car and 3 bottles that are empty. I called the store twice but I was put on a long hold and eventually I hung up. I tried chatting online on your website but it said I needed to call a toll free number instead. So I called the toll free number, went through all the prompts and waited 20 minutes for no one to answer the call. I called back and asked to for someone to call me back but your system called me back and the line went dead. After many tries, I am trying this instead. I hope that someone, anyone can address my concern. Thank you

  Business response

  10/16/2024

  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

  10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403230
  
  I am rejecting this response because:   Business has not responded to me. I have called the company but been placed on long hold times. Cant talk to anyone if they dont answer. 
  
  Regards,
  
  ******** **********

  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

  11/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403230
  
  I am rejecting this response because: 

  Show me copies of these emails and phone calls. No one has ever called me or emailed me. I have spoken to customer service 3 days ago and they refunded me for 4 of the items. I called them. They are sending me a gift card in the mail. The customer service representative referred me to your resolution team. I was on hold for 1 hour with them but was never able to speak to someone. Can you have anyone from the resolutions team reach out to me? The soap stained my polo shirt that was in the back seat on my car. 

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

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction was 10/5/24.The amount of the transaction was $42.41 All orders placed on 10/5 and 10/6 received double points on their orders.I can see on my point screen that I received 390 points for my order and another 390 bonus points. I can also see that ***** points were deducted for my earned reward.This I did not receive. My reward screen shows 0 rewards. My home screen shows 993 points until next reward, even though it should say I have 141 points earned towards my next reward. On the wallet screen, it says 0 rewards but ******************************************************************************* an actual correct point total which should be 1 reward, and 859 points until next reward. Can you please look into my account and please add the reward. Honestly, it is the very least you can do, after being treated so poorly by over half of the individuals I either spoke with or chatted with - who, after waiting up to 48 minutes in some cases, hung up on me or claimed they could not hear me. Or they would listen to what happened, then hang up on me. Only 2 of 6 at least listened to me but said that the reward was in the system and I just had to be patient it would show up under my rewards. Obviously, that didn't happen as it is well past 72 hours. I even tried to call the corporate office and was bounced right back to customer service. At the very least, I just want my earned reward and my earned points.

  Business response

  10/14/2024

  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. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order this morning (October 8, 2024) using my debit card at Bath & Body Works for $152.25 plus $6.99 for s&h so the total came to $159.14. After receiving my confirmation order I noticed I was charged, $404.59. I reached out to the company to cancel the order. They could not. They told me the pending charge would drop after 3-5 business days or once it shipped and to be patient with them. I ask if they could overnight the package so the pending charge would drop sooner, they could not. After some back and forth they told me to call my bank as it was them who placed the hold (I knew this was false but did clarify that it was with my bank) and then the Bath and Body Works Supervisor customer service representative hung up on me. I am sorry if this is a waste of your time. I am concerned for people who are unable to sustain a $245.45 monetary hold. Is this normal for major cooperations to charge a customer more than the purchase? This seems suspicious and fraudulent and I’d like an explanation.

  Business response

  10/10/2024

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

  10/10/2024

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

*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. ↩