Bath & Body Works Direct
Reviews and Complaints

As a frequent customer of Bath & Body Works, I have experienced both the highs and lows of their products and services. While the variety of scents and products is impressive, there have been instances of inconsistencies in labeling and packaging. However, the semi-annual sales offer great deals, and the customer service has been top-notch during my interactions. It's essential to pay attention to details like packaging and product quality, but overall, Bath & Body Works is worth exploring for its diverse range of fragrances and body care products.

I called Customer service, guy was nice enough but finally after 45 min he said it was indeed not delivered (it’s 8 days late) then states they suggest I wait Another 1-2 days and call back. I said No, not calling back. He says they can resend a new package. Ok. Then he stated one item no longer available, ok fine. Refund. Put on hold for 45 min. 1 hour 30 min call for them to send me a new package. Didn’t even offer a gift card or anything!

I placed an order on November 18, 2023. On 11/20/23 I was told my order would arrive the next day. Perfect because I had a gift exchange party on 11/26/2023.

On 11/21 I was told the order was undeliverable. I contacted customer service and spoke with Alex. He confirmed my information was correct and he would order a replacement however it would take 3-5 business days. I told him I had to have it by 11/26 and he said he would try his best.

On 11/26/2023, I received the replacement however it was received after the gift exchange gathering so I went I suffered the embarrassment of going to the gathering with no gift. When I returned home, the package had been delivered however it was not complete and was missing 1 item that I had paid for.

I did a chat with Kim in customer service who abruptly ended the chat and told me to call Customer Resolution. I called and the representative, Stephan, who said he could request a replacement but it would take 3-5 more business days. I said that really wasn't acceptable given the embarrassment I experienced and the hours I have spent as well as the days I've had to wait to receive my shipment only to find it was incomplete. I said I would think that there really should be some sort of compensation for the inconvenience that they were so sorry for. I suggested a 2nd of the same item. He said the best he could do is 20% off a future order. His supervisor said that's the best they could do and they don't have the ability to do as I requested and have a local store deliver it.

Needless to say that after many years as a loyal customer, I'm hesitant to order again. Especially when there are so many other options available.

In ;December I bought 6 body cream products, 3 of Into the night and 3 of another one I think it had champagne in the name. I used the into the night but the first time I tried the other body cream I had an allergic reaction and couldn’t use it. I brought it back to the store and thought I could just exchange the 2 unused products. To my amazement I was cheated and only received 4.95 back. I use your products on a daily basis and will consider finding an alternative.

I am writing to express my disappointment and concern regarding a recent purchase made online . I am a loyal customer of Bath & Body Works and have always been satisfied with the quality of your products , however my recent experience has left me quite dissatisfied . My order number is [protected] . When open the package I discovered that the candle Tiwsted Peppermint was severely damage . The glass container was shattered . I understand that accidents can happens during shipping but I was surprised to find the packaging insufficient to protect such a delicate form. I have attached photographs of the damage candle .

There is a Bath & Body Works Sale online, that is apparently not the “real thing”. When I contacted the actual company, it was made to be “funny” which it was not to me.. The lady was lagging on and on. Giving me all these excuses. She admitted the Real Company was aware of this site and couldn’t do anything.. Hogwash!

They have made no effort to Reclaim there name or reputation. How your name is used & what it represents is Your responsibility. There are no disclaimers or warnings anywhere.

I was scammed then scammed again by the uncaring response of Bath & Body Works..

Last year when the new halloween decor came out I purchased the black candle holder that is a globe with a crow inside that lights up green. i absolutely love it and couldn't wait to pull it out for this season. it quit working though. so i only got to enjoy it for about 3 weeks. I'm very big on decor so i know how to properly store my things and always do so with care especially something like this that costed me almost 100 dollars. before i put it away last season i made sure to take the batteries out also. I shop with you guys and spend alot of money and that can be proven by looking into my account. i'm really hoping this issue can be resolved. Thank you for taking the time to read this and i hope to hear back from someone.

Paige Large,

On 8-18-23 I ordered several soaps, the recording keeps saying it would arrive on 8-30-23. The order number is [protected]. I tried calling the [protected] to speak to an associate and that keeps going back to the beginning recording and will not connect me to an associate, my daughter placed her order the day before and got her items 2 days later. Here it is 9-3-23 and I still have no idea if it will arrive or not. The tracking # is 9261292700584817506589. If this does not arrive soon, I will quit buying from bath & body works.

Order number [protected]
Ordered on 7/20/23
Tracking number 9261291700519369560796
Showing package arrived at Norton, MA on 8/1/23
No movement at all.
Please track package and advise me.
If I do not hear back I will dispute the charge with my credit card company.
I have tried to resolve this by calling the Customer Service number. After I input all the numbers it tells me it will be delivered 8/10.
If I want to speak to a Customer Service Rep press 1. When I press 1 I go back to the previous loop. Can’t get a live person on the phone.
Joan Gerrish
[protected]@yahoo.com

I’ve used Bath & Body Works for years…. I’ve always said as much as we spend they need to offer free shipping like so many other merchants.

Today, I received a free product up to $16.95. I apply my reward number and I see shipping is $10.95 for ONE product. Wow really B&B! If I buy 11 wall flowers it only cost $5.99. What in the world are y’all up too!

I will NEVER shop with you again because of what you do and your unethical price gouging shipping costs. I will buy from eBay people instead of you.

Went there to shop and while I was there was gonna get my 3 free lotion coupons I had . The woman at the counter was grouchy and didn't know how to take coupons another lady helped her figure it out and then she took my coupons and didn't even put one bottle of lotion in there. I got home looked she kept it out anyway. Not good service at all in Kingsport TN at the Town center

I purchased the Wallflower Fragrance Refills many times over the years from Bath & Body Works and have been satisfied with the product until just recently. I was informed by a family member that this product is unhealthy for dogs and cats. I researched this on the Web and found this to be true. After reading many articles that this is toxic to dogs and cats, in addition can also cause added allergic reactions in humans as well. With this being said, how can this product be available for purchase knowing this? I'm extremely upset about this and would like to return all of the product I have purchased lately, and over the years, which also includes the plug-ins.

I would like a refund of all the product currently have (includes plug-ins). 10 plug-ins, Christmas 4, 2 brand new not used. The other six, 2 are brand new and not used. 12/ 2 sets of Wallflowers (24), and 19 individual Wallflowers (4 of them used and pulled out after learning this).

The store policy clearly states and quoted below directly from their website.

At Bath & Body Works, we offer our customers a 100% satisfaction guarantee. If you’re 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, merchandise credit or exchange, subject to the terms of the Return Policy.

Any items(s) purchased online or by phone may be exchanged or returned in Bath & Body Works Stores located within the United States.

If you received a damaged, defective, or wrong item, please contact us right away.

WITH ORIGINAL RECEIPT: Ninety days or less from the original purchase date, credit card, debit card and PayPal purchase refunds will be issued based on the original tender; thereafter merchandise credit will be issued. Refund amounts are based on the purchase price shown on the original receipt (excluding any shipping and handling charges). All applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be prorated and applied when calculating the refund amount. Your shipping confirmation email can be used as a receipt.

However as a disabled customer who does a lot of online shopping, i have been given extreme grief and absolute refusal from the stores to follow their own policy. In every instance, i had my original receipt yet the store said the only way to issue a refund of my unused products was to do a non-receipt return which means for a single wick candle i paid retail of $15.95 for that was a non seasonal basic label black cherry merlot i would only get $3.88 for and on top of that, i had to submit my license and would be treated like a non receipt return.

So i pointed out the hippocrisy of it when i returned the same item with a store receipt and it went through without any issue at a full refund amount to a gift card but the same candle purchased same price they refused to issue a gift card. This is nothing other than pure discrimination of your disabled members who due to health issues or whatever reason are unable to shop regularly online.

And so i will be escalating my complaints regarding my treatment at each store and BBW to the ADA and will no longer give BBW any of my business