Bath & Body Works Direct
Reviews and Complaints

I purchased a clip on air freshener that attaches to the air vent along with one of the scents. These items were bought in the store. It was attached properly and had no issues however after a few days when I got into my vehicle I noticed the dashboard directly under the freshener was wet. My first thought was it was the air conditioning. But when I wiped it with my finger the smell was strong and I saw it had somehow released som of the oil from the scent inside the clip on. I grabbed a dry paper towel to wipe it up but the oil left a very noticeable stain all down my dashboard. It appeared to lighten the color of my dashboard which is back. And now I cannot remove the stain. It destroyed it. I took pictures and I went to the store where I purchased the vent clip and scent. I talked to the manager and explained the situation. She told me she had heard the oil from some of the items can stain as this had happened with a different product to a woman and her clothing before. She gave me the phone number to customer care and I have not been able to get through to anyone. I would like this issue to be resolved as soon as possible as I hold Bath n Body responsible for the damage. My name is Ruth Henneberger and my number is [protected]

We used a wallflower for the kitchen to help cover up any cooking smells. We just got a new kitchen table and when we unplugged the wallflower and set it on said table it took a chunk of the paint off. What type of ingredients are in this plug in that are so strong they eat paint off of tables? We now have to figure out how to cover this up and will not be using wallflowers at all in our home moving forward.

I have had consistent shipping problems with ANY Bath & Body Works order when shipping products.

The last straw was when their chosen shipper, LaserShip, lost my order. Then the make-up order was a jumble in the box with several caps dislodged, no doubt due to how they ship their wallflowers glass vial product.

Loose packing air pockets alone do NOT protect their product! The shrink wrap around the glass vial is supposed to prevent the caps from loosening; it does not perform that duty well. They need a better design for product containment while being shipped.

In every shipment I have received, at least one or two glass wallflowers vials have leaked all over the box, so I am not receiving the entire product. The hassle of returns is not what I expect to deal with every time I place an order.

The reason to purchase a higher-priced item is usually due to added value by the company. They add no value to their product when these shipping problems continue.

Do it right the first time, or don't do it!

I have been an active customer for years. I am a therapist and yesterday lit one of your candles in my office. While in session, the candle's flames began going out of control, with black smoke melting the outside of the candle as well as my plastic table it was on. If I was not able to put it out right away, it would’ve set a fire.

My email is [protected]@suffolkcounselingservices.com

Purchased a dozen wallflowers, I made sure to tighten the lids at the store. I placed the bag on my brand new dining table, seriously 3 weeks old. When I picked the bag up a couple days later they had leaked and stained and ate the finish off my brand new tabletop. I have no idea how to repair it. I hoped warm water and mild soap would help but no luck and one spot ate through to the wood.

The company claims I do not have an account, even though I set one up about 5 years ago and have spent lots of $$$$ there at more than a few different stores and they have been sending me emails ever since.

However, for the past year all the emails have been blank except for a line that tells me to click to go to the browser, which also is a blank page!

I call into customer service and they say to go to the faq page.

The faq is also useless as it says you have to sign in to make any changes, but I can't sign in since it says I do not have an account?

I am going in circles with this company.

All I get is Migraines!

I shop at this location all the time but recently I’ve noticed I don’t like to anymore. All the employees I’ve interacted with have in general been very nice and helpful even when I’ve misunderstood a coupon or two. That’s not my complaint. My complaint is at how much of a power trip the manager named Olivia is on. She is very very negative every time I come in and I’ve seen her on multiple occasions begin to be very critical in rude ways to her employees. Overall is seems like she is a leech to the stores good energy and the poor girls seem totally shot down by her. Someone that negative has no right to be in a management position. But all that is from repeated visits to the store picking it up. My biggest complaint is that I once heard her say rude things to other employees about a customer (who probably had autism) who obviously needed a little extra help. The other employees looked very uncomfortable and the comments were extremely rude

Had wallflower plugged in the trash can area.

One day I noticed a large area of my floor bubbled and peeling. Could not figure out why.

Not too long after found another part of my floor like that. Still couldn’t figure it out.

1 week later found a 3rd spot. As I got closer to it, I noticed it smelled like cinnamon, which was the scent I had plugged in. I smelled the other areas and same thing.

The plug is 12” above the ground. The spots of damage on the floor- 9”, 12” and 16” AWAY from the plug!

Now my floor is ruined and I have to pay to fix it.

One quick spray is all it took to trigger a respiratory irritation consisting of trouble breathing, coughing, nausea, watery eyes, scratchy sore throat, etc.

My entire household experienced these symptoms including children who also vomited.

The scented plug-ins create a similar reaction.

I’ve taken notice why all of us are also experiencing terrible headaches while inhaling the chemicals in all of these products. There are obviously dangerous ingredients in these products. I personally am struggling to breathe normally for about 2 hours now since inhaling minimal airborne Peppermint Room Spray. Currently a little life of 9 years old is being professionally treated for extreme facial swelling, lips, and other symptoms.

It’s all documented.

The health complications we are all experiencing since using these products is alarming. It’s not about just returning items for a refund, it’s about making consumers aware of the dangers and this company taking responsibility of the hazardous products they are selling. I hope my personal health issues are not a direct cause of using these products which my body has absorbed through skin, and inhalation. The use of Carcinogenic agents in products is making people and animals very ill and causing acute and chronic health problems and frankly likely linked to tumors and death.

I will be pulling every product in our home and discontinuing use immediately. The thought of paying money for BBW products being sold without warning to just cause serious health problems with no resolution once the damage has been done is criminal. Increased awareness of the dangerous products we are using can be seriously life altering. Make changes if it’s not too late. I feel extremely guilty I have exposed everyone including babies and children to BBW harmful products.

i ordered several products under this order number 1KJMKZTP-1 back in January and i haven't received anything from this order. I paid for this order as well. am i going to receive this order or have my monies refunded? i ordered these products online and paid through Klarna. the payments have been deducted from my account and i have not received anything and i have reached out several times to your company to no avail.

My wife and I were shopping for our 3 daughters' and 2 granddaughters' Valentine gifts and while doing so my wife lowered her mask to smell a new product an employee spoke in a loud vulgar tone to pull her mask up to cover her nose. My wife said " thank you" and goodbye. We will never shop at any of their stores again. My wife shops there for every occasion but I'm sorry that incident has changed our mind.

I made a purchase of 5 items totalling $50 on December 26.

These items have not been dispatched. I have lodged multiple online enquiries, the only reply is a pre set we we’ll contact you in 3-4 business days which does not happen. I have tried calling the customer service 1800 number but I believe it’s a fake number, no one ever replies. I have also emailed customer service directly with the same outcome. Their Instagram posts have now restricted comments because all the comments are complaints similar to mine- items never being dispatched, no ability to contact customer service, payment taken with no recourse to get money back.

Jan 5th, I stopped in the Golden East Mall Bath and Body works after going to the Gym (next door) to get a few Wall Flowers because I do love the way they make my home smell. After being in the store for 2 to 5 min I noticed that I was being followed by a store employee that never offered any help and realized that I had my gym bag and was being profiled as a shoplifter. I ask her if I could help her, and she then walked off and another associate took her place following me throughout the store. Well, I left without making a purchase and will not return. I am a Black woman and feel that I was racially profiled by the associates in the store.

I ordered to candle holders. A few days later I received an email saying one of the candle holders was canceled as they wanted stock at the stores. I paid with a gift card and it was stated in the email I would be sent an email with my gift card refund. I never got it. I called, chatted and sent a letter to try and get it. They gave me the run around. It would take 3 days, then a week, then 10 days. Order was on 12/04/2021 and here it is 1/7/2022. I just finished chatting with Anisa and she said it was sent and there's nothing they can do and I lose my gift card refund. What?

i have not recieved my items, they were christmas gifts, and never recieved anything,
my order number is [protected] 17
i need to know what is going on!? over $100 worth of items

The order came in good time just a couple of the car fragrance refills were open & leaked on everything

I ordered products from your website and paid for expedited shipping everything in cart showed it was available and the holiday gift box was available. I checked out and paid.
I got a confirmation email. A little while later I received an email saying items in your cart were cancelled. Even the holiday box. Everything was paid for and extra fast shipping.
I called customer service number off website. The hold time said it was about 10 mins or more, I was on hold for an hour and 40 mins waiting to speak with someone. Then the person answered I said I needed to cancel the order because I was now unable to get the items I wanted and the holiday box and the lady proceeded to tell me: She had no way to cancel my order even though it had not shipped and I had ordered it about two hours ago. I asked to speak to a manager she put me on hold and I was on hold for 10 mins and she told me I'll transfer you then got back on line after 10 mins and said I'll transfer you now. The second women said the same thing and the women was very unprofessional and rude. She was calling me Mrs Marsha which is not my name and she kept saying it. I asked to talk with someone above her and she said no one was above her. I asked her if she owned the company and she did not respond. She told me she had other customers to help other than me. She hung up on me! I want this issue resolved.

On Dec 16, 2021 @4:26 p.m.- 5:04 p.m. I spent trying to get back thru to the lady who was crunching and rattling her bag or whatever 🤷🏽‍♀️ over the phone, she claimed she couldn't hear me, and said something RUDE! After I told her she needed a new headset or something because I could hear all the noise she was working from home, she was holding the line and STOPPED talking, and I needed to ask why somebody else invoices were sent in my package of goodies, then I read on their website where they said' they're trying to go paperless"obviously not!
The UPS guy was driving an u haul truck?! Strange, but I am appreciative of getting me my items"by any means necessary" lol.
I think your phone line is useless! As well as your text alerts! I signed up for which never alerted me he was dropping off my package!
The delivery guy rang my bell and he gave me my package, so he did good in that sense, but I didn't get an email? Until hours later about my package!
And the tracking was stuck on stupid and parked on dumb! Never corrected itself too many people I guess IDK!
So you guys need to fix that and all the generic automatic messages! That be way off! Should I keep going?

i received an EMPTY PACKAGE today 12/13/21. what kind of BS is this? this is so inept and inexcusable, someone should be held accountable! an empty box, really? this has never happened to me before. all i was offered was a discount, i am not sure if i will order from bath & body again, i don't want to end up with another empty box.i need the items i ordered, they are for a special xmas gift!

Greetings

Totally unsatisfied with Bath and Body Works. I make a minimum of 2 purchases a year from your stores on Candle Days and generally spend in the neighborhood of $200-$300 each visit. This is in addition to the casual visits/purchases my wife might make when she is at our local mall. This will immediately end for our family unless Bath and Body Works makes the situation that I will describe right.

I had planned a visit to your Bel Air Maryland location for an annual candle day event. I remembered how depleted the in-store inventory was and how crowded and congested the store was during the last candle day sale and prior to traveling to the event, I checked online. I went to the B&BW website and found that online shopping would begin in less that 10 minutes. I placed my email address in the queue and waited to be contacted. Less than 15 minutes later, I received an email that my I could now shop online and place an order. I followed the prompts provided, was directed to the 3-wick candle section and began to shop. I selected a total of 18 candles from a rather large variety of listed candles and proceeded to checkout where I placed my order in the amount of $201.92. This price included a shipping and handling charge of $5.99. I was ecstatic. What a super easy process from the comforts of my home. A short while later, I went to the Bel Air, MD location to make an additional purchase. As expected, some of my favorite scents were unavailable, but I wasn't bothered too much knowing that I had ordered those online. I made an additional purchase of 12 candles, redeemed a coupon for a free gift and departed. All told, I spent over $300.00 on B&BW products that day.

Let me now relate to you where my frustrations and dissatisfaction with B&BW begins. On the 9th of December, I received an email from B&BW informing me some items in my order had been cancelled. I opened up the body of the email only to find that 17 of the 18 candles that I had purchase online had been removed from my order because they were not available. My original order of 18 candles had been reduced to 1. Not 5 minutes later, I received another email from B&BW informing me to get excited because my items had shipped. I laughingly went to the body of the email and found that my lowly 1 candle order had indeed shipped, and my credit card charged. I was even charged the original $5.99 shipping charge that was originally applied to an 18-candle order, now reduced to 1. What a Happy Holiday, Merry Christmas, SLAP IN THE FACE that was. I immediately went to the B&BW website to express my dissatisfaction. I attempted to call and was placed in a holding queue informing that call volume was high. After a few minutes of waiting, a voice prompt informed me that due to a high volume of calls, my call could not be completed and to call back another time and I was disconnected. MY slow burn was beginning to heat up. I observed a chat forum on the website and entered that. I was advised I would be connected in 2 minutes and observed a clock begin to countdown from 2:00. When the clock reached zero, I was informed that due to high chat forum volume, my session could not be completed and was advised to try at another time. After perusing the website, I eventually found another telephone number, dialed it, and after a few minutes of waiting in a queue, I spoke to a live person. Wow, imagine that, but by this time my frustration with B&BW had reached epic levels.

I began my conversation with your representative by apologizing in advance, informing her that I was extremely dissatisfied and she was the messenger and was about to get beat up. She was professional and polite and took the brunt of my tirade admirably. I did not curse or use abusive language, but I was talking loudly. She apologized, of course, but the only remedy she could offer or provide me was eliminating that ridiculous $5.99 shipping charge from my order. I requested of her to speak to a supervisor, I was placed on hold, and after a short wait was informed that her supervisor was assisting another customer or words to that effect. I requested direct email addresses for B&BW Corporate heads but she could not provide any. The best she could do was to find a phone number to your corporate headquarters. If her instructions were to always shield the general public from direct Corporate contact, she performed splendidly.

Okay, rant over. The ball is in your court, so to speak. What is B&BW willing, or going to do, to satisfy this customer. I am angry and rightfully so. Just prior to composing this email, I received yet another email from B&BW. listed below is the exact wording from the body of this message:

Good things are coming your way!

Your order may arrive in multiple packages (at no extra cost to you!), but you'll find all the additional details at the tracking link below.

Reading this was like adding fuel to the fire. Good things are coming? Multiple packages (at no extra cost to you)? I love the wording, like B&BW is going out of its way to make me feel special and wanted. Please help me understand how these are generated response emails and the wording could be ambiguous at times. This only proves my point that it appears to B&BW, that I am insignificant and if ignored will eventually go away. I am resolved to never spend another dime with your business unless this situation is fixed to my satisfaction.

Bryan D Brown
[protected]@yahoo.com

464 Hillcrest Drive
Aberdeen, MD 21001

[protected]