Bath & Body Works Direct
Reviews and Complaints

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]

I recently ordered a cinnamon candle from you during the last deal buy one get one free. I am very disappointed. Although it smelled great, it did not burn well. It was Constantly going out due to too much wax buildup. It did not last more six burnings of 4 hrs each. I may not purchase again. I have enjoyed in the past but this one didnt hit the mark. sadly.

I want to share my experience with two companies, Bath and Body Works (BBW) and Lasership. I placed an online order in the early part of middle November from Bath and Body Works in order to (hopefully) beat some of the holiday shipping, especially since it's known the mail will be grindingly slow this season. They confirmed my order and shipped the order to Lasership that day. Over 10 days passed and Lasership proclaimed they still didn't receive the package. When I contacted Lasership they said I had to contact the seller.

I contacted BBW and they confirmed it was shipped to Lasership and they should have it. After going back and forth with this blame game and getting nowhere I contacted a rep at BBW to report my concern that I won't get my shipment in time. She said they were having alot of issues with Lasership and they were going to resend my order for free using 2 day shipping not using Lasership. We confirmed that all items were in-stock. She said they were and she put them on order to be shipped that day. I was told I would receive a new email with the new shipped order that night.

I didn't receive the email but gave it some time. By noon the next day I contacted BBW customer service to see why I didn't get a new order email. I was then informed that one item was out-of-stock so they weren't going to ship anything until it was available… which wouldn't be until next year. I was unhappy that I was told the item was in-stock and put in my order, but what bothers me most was I wasn't emailed about this. Instead of letting me know and either substituting or cancelling that item and shipping the rest of the order it would've been left in Limbo until next year.

After talking to the other BBW customer server we decided to cancel the out-of-stock order and ship the rest of the order. I made sure we went through the rest of the order to make sure everything else was in-stock which he confirmed they were. I'd get two new emails- one for the new shipment and another for the cancelled product refund.

At the end of the day I still hadn't received any new emails so contacted BBW again. The new rep said that the order was on hold indefinitely because now 4 out of 6 products were out-of-stock. Once again I got no email about this. I don't understand why after an order has been placed that item is removed from inventory so it will actually be put in the order. It's common sense people.

I asked why I wasn't getting emails about these issues and she proclaimed I gave them the wrong email. Really? I only get emails from BBW several times a day, my email's in my online account and I was getting order emails until the order was sucked into the Lasership black hole. She implied that me not getting the email updates was my fault until admitting they dropped the ball.

After the bad experiences and constant battles with Lasership and BBW I just canceled the whole order. I normally don't order online with BBW but these were requested gifts that were online exclusives. I will still shop with BBW in-store but I will never EVER order from them online again and will advise everyone else not to. The poor communication, lack of transparency on out-of-stock items and just holding orders is unacceptable.

I'm also concerned about their partnership with Lasership which, after doing research, is a VERY shady company and the US government has even went after them for illegal activities and smuggling.
https://en.wikipedia.org/wiki/LaserShip
There are also plenty of reports, complaints and videos online of Lasership deliverers actions including rampant theft.

This is making me lose faith and trust in BBW and I question their morels in working with Lasership, who should really be shut down. I no longer trust BBW on having anything shipped and I advise people to not order from them online anymore. They lie about inventory and literally have criminals delivering their orders- if you even get them. I will just have to tell family and friends if it's not available in the store you aren't getting it. It's sad but BBW has been going downhill for years now.

Received order and the body oil was not sealed and leaked all over my other items. Items were just thrown in box. Wallflowers and candles are ruined as gifts due to oil on the cardboard. Box soaked in oil was put in plastic bag by carrier. Have pictures I can provide. Very disappointed. Body oil was always sealed before. Help me please

I am a valued customer at B&BW and on 26 Nov 2021 I went to the New Bern location to redeem my rewards. I was greeted by Sarah (cashier) who ran my coupons (four) several times then told me that I had already used one. I told her that I just received them and had not redeemed any of them she insisted that I did and told me to call customer service. I was told to step out of the line to call. I called customer service who informed me that I did indeed have four rewards and that she would speak to the cashier to let her know. Sarah gave me the impression that she didn't want to speak to customer servicer so I put the customer service representative on speaker phone. Sarah told her she only saw three and there was nothing she could do so she would have to get the store manager (Diana). Diana came over and said "did you log off your app and log back in" and I said no because no one told me to. So I did that and the four rewards still showed up on my phone. Diana then scanned them and said she only saw three on her end but she could override it if customer service wanted her to BUT they were told not to do any overriding so customer service said "well I'm not going to tell you to do something that you were told not to do". Needlessly to say I left the store empty handed after shopping for over 30 minutes to find those particular fragrances.

On more than one occasion I have ordered items from them and suddenly a few items are canceled on the same day the remaining items are shipped. This has impacted specials like buy 3 get 3 or buy 1 get 1 for example. I WISH THERE WAS ANOTHER COMPANY OUT THERE AS AN OPTION. Bath and Body obviously are incompetent with their inventory control and do NOT care about their service!

I LOVE Bath & Body works! I have a wide variety of products and keep them on hand too for last minute gifts! However, this product looks like runny POOP! I know it has sand in the title but let me tell you I feel less than glamorous using this excrement! Ewwwww...I just thought you should know!

KATHYRN D HARLOW
1405 JACKSON ST
CHILLICOTHE MO 64601
[protected]@gmail.com

I ordered some products for gifts and I never got them. I ordered on 8/29/21 and BBW receipt said I should get them by 9/2/21. I never received them, so I called BBW "customer service" and was told "theres nothing we can do". WTF? A HUGE company that charges super high prices for cheap products CAN'T do anything?

Their customer service used to jump right on a problem and solve it RIGHT THEN! What happened?

The girl told me to file for redelivery with the USPS, so I did...USPS redelivery confirmation number WER217735172. My order was supposed to be redelivered on 9/13/21. As of 9/17/21, I STILL HAVE NOT RECEIVED MY PURCHASE!

I've warned BBW about using the USPS and UPS for delivery, as they are corrupt and nothing more than criminals, and I've obviously been IGNORNED. FedEx actually REALLY delivers. I have to be careful and check who a company uses for shipping, as I won't purchase from anyone that uses USPS or UPS as 99% of the time, I NEVER get my purchase! This time I forgot to ask.

Still, if the company is going to use thieves and corrupt shipping companies, then they also need to back up what is "lost"/stolen!

USPS tracking number 9261292700545028332954.

I WANT MY MONEY BACK!
I will NEVER, EVER shop at this company again! They've obviously gone downhill and don't give a damn about customers anymore, much less the criminals they have delivering their products!

DO NOT SHOP AT THIS COMPANY!

Once AGAIN I ordered some gifts from Bath and Body Works, only to NOT have them delivered by the USPS! I've warned BBW before about using the USPS and UPS, as they are heinously corrupt and steal peoples packages or throw them in a dumpster somewhere instead of delivering them!

BBW DOES NOT GIVE A DAMN! They got your money, they couldn't care less if you get your order or not!

Their "customer service" talks all super sweet to you, but in reality, they are just telling you to go F**K yourself, because they aren't going to do anything about it!

NO MORE! I will find some other company that actually has REAL CUSTOMER SERVICE and uses FedEx, because FedEx ACTUALLY DELIVERS PACKAGES TO MY FRONT DOOR!

DO NOT SHOP HERE! DO NOT ORDER FROM HERE!

My shipment arrived damaged. As much money as I have spent on this company I expect excellence. The lotion top came broken.

On June 28, 2021 I placed an online order. Well it is now September 2, 2021 and said online order has not arrived. I call customer service and they say that my shipment is being returned to them because there was "no safe place for them to drop off the package." Odd as DHL, USPS, FedEx, UPS, or anyone else for that matter never seem to have that problem. I know from past experience that BBW uses some some absurdly small and outdated shipping company and typically their online orders take forever to arrive, but this is ridiculous. Especially because they were items from the semi-annual sale and of course they're "out of stock."

Ironically my best friend who lives about 20 houses down the street from me had the same exact thing happen to her and she placed her order about 3 days before I placed mine. I am livid.

I have worked for Limited Brands Ltd. on and off for about 10-15 years and it is a wonderful company to work for, wonderful. I cannot say that enough. However, their online situation is ridiculous. For a company this big you'd think they'd have fixed this by now but no they have not in fact it has gotten worse if you can believe that. And to be completely honest this entire situation sounds very much like some sort of a scam to me. I will NEVER order anything online from BBW again after this mess. It is completely unacceptable and if they do not fix this issue I can only imagine that will run into some serious revenue decrease in the coming years.

I placed an order online and planned to pick up in the store. I went to the store today to get it and my order wasn't there. I then find out that it was canceled because I didn't pick it up within two days. I even called yesterday saying I apologize that I wasn't fully aware of the 2 day rule and I could be there the next day. The guy said it didn't matter, they don't hold it.

My complaint is the cancellation email said the hold on my card could take 3-5 business days to go back. Why would B+BW only give me 2 days to pick up something I paid for, but then need 3-5 days to give me my money back? It seems very ridiculous to me.

Horrible design. The plug in leaks and spills out unlike any cheaper plug in like glade. It wrecked my rug and I am not happy!

I remodeled my home in 2020, including my kitchen with white cabinets. I was super excited to buy some wall flowers and plug them in! I put one under one of the cabinets as my best friend has always had hers plugged in there and low and behold it actually melted the bottom of the cabinet and now there is a big black spot. The last time I went to my friend's home I looked under her cabinet and sure enough, same thing so I told her since obviously she never noticed. Now, I have a brand new cabinet with a big ugly spot underneath. I am never going to use those wall flowers again. Concerned with what they are made of if it can do that. Would like my money back and would be nice if they would do something for my cabinet that is damaged.

I called the bath and body location to see if the Halloween witch hand was in the store. They said they had 2- 3 and I said ok im on my way, 30 min drive to get to the store and be told they haven't even had them in the store and out of the 3 ladies working no one wanted to admit I talked to them, I clarified the number I called which was correct but walked out empty handed and a waste of time and gas

BBW started using in store pick up for customers
placing orders online. This was just fantastic. I hated
paying shipping on small orders. Apparently I overlooked
this but - YOU HAVE TO PICK UP YOUR ORDER IN 2 DAYS.
Who does this - no other retail store that allows retail
sstore pick ups that I deal with only gives you 2 days.
So BBW took a great idea and ruined it with a ridiculous
2 day mandatory pick up rule. I understand the retails stores backrooms are small and you don't want a bunch of pick up orders in the back but seriously
give a customer 4 days. We are busy and trying to fit
a lot in our daily schedules. Be more flexibe.

Hi I recently placed the wallflower on my dinning room table as I had to unplug it to plug in an air mattress in that outlet when I got up the next morning some oil had leaked and totally removed the wood color from my dinning room table
I tried contacting city furniture and they won't cover this damage
This is really upsetting as my table is New
Now I have a huge stain
I really wish Barth and body can step up and help me I use all your products, some compensation would be helpful in me replacing my table
Thank you

In June I ordered $42.00 worth of sales items. I called they said they were shipped by fedx. When I told him I didn't receive them he said he would resend them. I waited and never received any. Then they credited my account for all items. How can you be out of all 8 sale items. This seems to me like false advertising. Please let me know why you had no sale items available. Thank you

I set my wallflower in my kitchen sink in my camper while we were t using for 10 days, it was slightly tilted on the plug in part and it ate a hole in the sink. I was using the lemon scent. I just purchased these this spring. I have stored my other wallflowers there in the past and never had trouble but this time it ate a hole clear through the sink.

Hi I ordered last July 9 and up to now I still
Did not receive my order or no confirmation that they ship it. Please check status of my order. I attached my confirmation order ty