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Reviewed June 18, 2023
Bath & Body Works really impressed me this week. I had ordered five candles during their semi-annual sale. However, I had it shipped to me and they used FedEx. FedEx did not push my ring doorbell and left my package at the front door and it was stolen 15 minutes later. I called B&BW and told him I made a police report that someone had stolen my package and I had a video of the culprit. They told me they would have the order replaced immediately and not only do they do that but they put a rush order and had it shipped to me within 2 days later.
I was really impressed and that was a really nice touch. I know that I did not spend a lot of money but it seems to me like they value their customers after talking to FedEx who did we're the ones that did not follow simple directions and just ring the doorbell which I could have instructed them to kindly bring it to the main office. After, making a police report sending the video footage from my Ring. I felt pretty violated and upset and it was a nice touch for them to be compassionate and validate my being upset. Not a lot of companies would go to all that trouble. I was thoroughly impressed with their customer service, effective response, and ethical professionalism.
Reviewed June 16, 2023
I used to love BBW for not only their products but also their customer service. Now, I'm thinking about not patronizing them anymore. I'm tired of getting broken items in my shipments because they don't put enough packing material in the boxes or the box is too big for what they are shipping. I also don't like that I had to call the call center three times today and nobody seemed to understand what the issue was. I just wanted a replacement on one of the broken items and to return the rest but not have to pay for return shipping. Nope, they got the replacement item wrong and I was told by the "resolution team" that even if the items are damaged, I have to pay for return shipping or take them to a store. That's ridiculous! Plus, one of the managers at our local BBW was so rude the last time I had a return, it made me not want to go back to that store. This used to be my favorite place to shop (online/in-store) but if they keep handling situations like this, they may lose a lot of customers.
Reviewed June 14, 2023
Do not order from them unless you want to wait 3 weeks for your order to ship. I placed my order a week ago. Email #1 confirmation of order. Email #2 processing of order. Email #3 estimated arrival time. Email #4 estimated arrival time changed. They clearly do not have my items in stock and are importing them from the US. Waiting 3 weeks for candles is ridiculous. I contacted them to cancel the order but of course they wouldn't.
Reviewed April 1, 2023
I don’t know if the company advertises that the wallflower plug-ins will damage anything that is directly above it, but it will!! I had a Christmas plug-in in an outlet in my kitchen, under my cupboard, the underside of my cupboard is ruined! The wood is damaged/peeled & the plug-in smell is imbedded in it as well. IF they don’t make consumers aware of this, they definitely should!!
Reviewed Feb. 20, 2023
I lit up one of their 3 wick candles which literally burned off one side of the glass of the candle. I had a supervisor at their customer service department hang up in my face. They are extremely rude.
Reviewed Feb. 11, 2023
I tried to use a reward code for my purchase. When I entered the code, it stated I needed to be a VIP/rewards member to get the coupon code. I signed up with my email. When I went to enter the code, it said, "something went wrong," and when I clicked the hyperlink to pull up all coupon codes, it still stated, "Hmm. Something went wrong, try back later." I came back the next day and tried the same thing, and conveniently, the rewards/discounts are the ONLY part of the website that doesn't work. I will not be scammed by Bath & Body Works and will purchase my candles/soaps elsewhere.
Reviewed Jan. 28, 2023
I got this gift a diamond shiny ball plug-in that cost 1695. Got it a couple of months ago. Noticed that the fragrance never went down not a bit from when I put it in the wall. Well it was one that was not working. It came broken I guess. They said that sometimes there are ones that are duds. Well mine was. I didn’t think I had to save the label from two months ago so I go there and I have ones that are very similar to it. They don’t have the same one because it’s been two months now. They know damn well the price range of how much it cost. They could have gave me a store credit.
They said if the barcode was on there. I didn’t have the barcode therefore they could have gave me a cheaper one one for $10 because I know damn well that it’s over $10 for this particular one and now I’m just stuck with a wall plug-in that I can’t even use and they don’t offer any type of store credit so I could’ve got a cheaper one so I have all these fragrances with nothing to put it in. I will never ever shop there again unless this is resolved and I will let anyone and everyone I know not to shop there either!
Reviewed Jan. 20, 2023
I just Bath and Body about their shipping department. I just got my order yesterday and it came in a heap. Broken bottes of the plug ins. I called but she just gave me what got broken. Now I have to go with rubber gloves and try to sort this all out. This is the second time it came like this in an extra big box with no protection in it. This is terrible. I am going to think twice about buy my product thru the mail. Terrible, do not order thru the internet.
Reviewed Jan. 8, 2023
How the products smell is irrelevant after waiting almost a month to receive an order of 15 candles that were meant for Christmas gifts. I tried several times to cancel the order once I realized the items would be received after Christmas and therefore would be useless. After horrendously long wait times, customer service reps were rude both on the phone and in online chats. I was told the order can’t be canceled because it’s “in process” and about to ship out. These were blatant lies, as the order did not ship out until about two weeks after that. When the order did finally arrive, some of the items were broken. I had to carry a very heavy box full of this useless crap into a physical store to get a refund. This company is deceptive and shady and I will never spend another cent here after this experience. Be prepared for a frustrating experience if you order from them.
Reviewed Dec. 26, 2022
Last month, purchased  Mahogany & Teakwood foaming soaps from Bath & Body works. Just now using one of them over the holidays and discovering that the one I opened does not "foam" but drips out of the bottle. Changed spout with another but still doing it. Unscrewed the top and the mixture inside is a white color - this soap [been purchasing for 5+ years] is always clear. Ended up throwing the mixture away; either happened in manufacturing OR someone added to it and returned it and they are selling "returned" bottles. This really discourages me from purchasing in the future.
Reviewed Dec. 24, 2022
Wish I had checked the reviews of this company before I ordered online. Ordered the merriest gift box ever on 12/8/22. Cost was $30, plus tax. I also had a coupon for a free item if my order was over $10, so I just got a bottle of body wash for free. Shipping was $6.99 for both items. Got a confirmation notice and a few days later received notice that my items had shipped. Only received the "free" item in package. Waited a few days and called customer service. Was told the gift box was out of stock and they would issue a credit. I then had to pay the full shipping charge for the "free" item which I wouldn't have even ordered. I'll never order from them again.
Reviewed Dec. 19, 2022
I have bought Bath & Body candles for yrs, they burn nicely and the wicks can be broken off after blown out to keep the flame lower when burning. This season apparently the product was changed, namely the wicks they are now using, the flame burns higher, hotter and the top of wick gets a big black mushroom on it while burning. I always have pinched the wick off before next light, can't do that anymore have to use scissors, it's like wick has wire in it. Why when you had a nice burning candle would you change this, if this continues I will look elsewhere for my candles as will others that I gift candles to, they also have noticed the wick issue. If this change to the wicks was made to save money, the only one saving money will be when I no longer purchase your candles. I hope you will rethink your decision to change the wicks and go back to what you had before.
Reviewed Dec. 15, 2022
I like Bath & Body Works, but I feel the buy 3 get 3 free sale is very misleading. All the floor associates said that you pay for the 3 most expensive items and get the others free. This is not true. My mom and I bought six items each, and once we got to checkout, we questioned why the total was so expensive. The cashier said it's because you are not actually receiving three items for free. You're basically just getting a discount for the so called free items. The receipts don't show a balance of zero for each free item, and this is not explained until you've paid. My mom also got charged for an extra item. After catching the mistake, we had to explain it multiple times to the manager. She attempted to do the whole transaction over twice. Then she finally told my mom she could only be refunded about $12 for an item that costs $17. It made no sense. Then she decided to offer us one additional free item.
Reviewed Dec. 2, 2022
Why say it’s a sale for VIP at 8 when you attempt to purchase they email saying you need to wait until 11:45 PM? So, I wait until 11:45 wayyy after my bed time to get an email saying the sale is over. BBW has lost a value Customer that spend 125.00 plus each month. I’m DONE!!
Reviewed Nov. 30, 2022
So I had 6 rewards of free products up to $16.50 because I purchase so many products and had a time frame of 90 to use them. After about 3 weeks my rewards disappeared and I then had ZERO!! I tried chatting and calling and was transferred then after a hour of my time on the phone I got hung up on. The chat agent ended the chat on me. I couldn't believe this was coming from Bath and Body. What a scam of them getting your number when they take back your rewards.
Reviewed Nov. 29, 2022
The closest store is at least a 45 minutes to close to an hour drive, opting into ordering online, forget it if you want to enjoy fragrances in the season, the delay in shipping is unacceptable. If you are going to advertise out the wazoo, ship the items within a few days. Rake the sale in and forget about consumer delivery. Get a body lotion product free item up to $16.50, ALWAYS defaults to lowest non-body lotion product. Ridiculous!
Reviewed Nov. 8, 2022
I’m so tired of B&BW telling you that you if you buy 3 full size body care items that you’ll get 3 free. Then, you get a free body care item, and free promo item, and 25% off. What they FAIL to tell you is that you can only use ONE code per order. So.. you’re EITHER getting 3 items for free AND NO ADDITIONAL item for free, OR, you’re getting the free promo item, OR, you’re getting 25% off. It’s a complete joke!! I haven’t noticed it before, after spending HUNDREDS AND HUNDREDS OF DOLLARS, trying to understand how they can charge SO MUCH!! BUT, after ordering online, it all made sense!!! It’s what you call a scam! Every single person who works for them should be ashamed for tricking people like they do!! This is just as bad as someone calling and dwindling and targeting older people to get their money!
I am Completely appalled and will never again give them a dime of my money!! Rest assured, I will be telling everyone I know, and ask them to pass along to all of their friends to tell all of their friends, etc. Of the misguided plot they (B&BW) incur on every single person that walk through their doors!! I’ve worked in Compliance in a huge Financial Firm for over 10 years. All I can say is after all that time there, if I started working at B&BW now, I would quit. They do not meet the criteria of a company with morals or values and they certainly pass down their lack of customer care to everyone who work for them. “It starts from the top.” I find this whole company to be sickening.
Reviewed Nov. 5, 2022
This soap is advertised as being gentle foaming hand soap with natural essential oils but it irritated my skin. I have a baby so I constantly have to be washing my hands for bottle feeding among other things. This soap will make my skin break, crack and bleed. it becomes excessively dry after using and I most apply a hand cream by O'Keeffe's Working Hands Cream which truly guarantees relief. The soap that works best for me is Dial moisturizing hand soap. Truly disappointed with Bath and Body Works. I plan to use the soaps I already purchased and not buy ever again. I will try other things such as the candles and body spray, but don't recommend the soaps unless you feel like suffering over dry and painfully cracked skin.
Reviewed Oct. 18, 2022
Sales stink now! Advertised 2.99 hand soaps, go to store, and they only have 3 that are actually on sale! Waste of my gas and time to go there. I miss the sales before the new rewards program started!
Reviewed Oct. 14, 2022
I placed an order on Bath & Body Works website this morning, then found the same item for a much better price on Amazon, to be frank. So, literally, a few minutes after I had placed this order I reached out to Bath & Body's customer service, via online chat through their website, gave them my order # and requested it be canceled.
After a moment the CSR typed back to me it was not possible to cancel the order; that I had to wait for it to arrive to my home and then I could send it back for a refund. Ok, so my first issue with this is the most obvious...why can an order not be canceled?? And my next issue is...this has to be a key fact Customer Service would be aware of if this is actually true so then why take my order # and shipping info for verification if you can't cancel it?? Not to mention, after the agent informed me of this, I questioned, 'why' and got a generic generated answer right before I was quickly disconnected from the chat. It was the equivalent of being hung up on had I been on the phone instead of an online chat!
Honestly, I don't know that I've ever encountered a company that doesn't allow for cancellation if the order hasn't been shipped yet. And to top it all off, once I receive the order and go through the annoyance of re-boxing it and sending it right back to Bath & Body, they will refund me minus the shipping. Yeah. They don't refund you for that. And to think all of this could've been easily avoided had they simply canceled my order.
Reviewed Sept. 12, 2022
I purchased 3 bottles of body lotion, hand sanitizer and Wallflowers from their outlet store in Dawsonville GA on Friday September 10, 2022. That same night I used the body lotion and broke out in hives all over my body. I had to seek help at the Urgent Center. I called customer service to report my concerns and was met with disbelief. The customer service rep acted as If was lying. She stated they don't have old product on the sales floor. Well, the cashier at the store where the product was returned stated the product was old. I have purchased body lotion from this company before and never had any problems, I won't be purchasing anything from this company again. Customer service wasn't any help. In fact I found her to be rude without any help.
Reviewed July 16, 2022
I placed an order on 6/23/22. I had not received my order by day 9. Called customer service to be told the package was damaged and could not be replaced because all merchandise was gone. I was told I would be emailed a coupon for 20% off and free shipping and never received that. Just called today 7/16/22 and spoke to Teresa. I had 8 items in my bag. She gave me such a runaround that by the time she was done, all but 3 of the items were gone out of my bag. She did nothing to help me but made excuses of why I can't have free shipping and 20% off as I was promised. I have been a customer for years but they do not care. Poor form and dismal customer service, if you can even call it that.
Reviewed July 12, 2022
Like so many other consumers I've been shopping with Bath and Body for many, many years! My recent online order arrived today and I was completely shocked at the sight I saw when I opened the box! The products had hardly any packaging wrap and what little there was, all of the air had deflated or was never added to the air packs! Most of my order consisted of single refill bottles which are glass and everything in the box was just thrown all over the box! So of course some of the liquid seeped out and there are oil markings around the box and my shipping receipt! I have looked at photos from other consumers' reviews and see that this seems to be Bath and Body's new standard! They've lowered their bar extensively since I had ordered online last!!!! I just wanted to relay my disappointment and say consumer beware when ordering from online at Bath and Body!
Reviewed July 11, 2022
I ordered a bunch of one wick candles from Bath & Body Works and they perform poorly. The wicks spread out and are hard to trim, the candle wax pools in a wax liquid and you can’t smell the scents while burning. I have had better results with glade candles, so I won’t be buying again.
Reviewed May 1, 2022
I've used Bath & Body Works for many years and have purchased lots of things online. I received a gift card from my son for my birthday, so I purchased several of the foaming soaps online. My delivery came, but when I opened it I discovered that it wasn't my order! I called the 800 number and spoke to a representative who was able to place my order again. Then I was told that it was my responsibility to return the box (which was poorly packed!) to a store. I ordered online so that I didn't need to go to a store! Seriously, who has time? Very disappointed in this.
Reviewed April 8, 2022
So I shopped at Bath and Body Works and purchased $200 worth of three wick candles. Now burning these candles I’m noticing after the candle gets to about halfway of burning the wick starts to go out on their own leaving the candles burning uneven or not at all. Now if I’m spending $25 on a candle when they’re not on sale I don’t feel that that’s fair being that I’m only getting 75% use of a candle that I paid $25 for. I contacted the company about this and they told me to bring the candle in to the store and explain to them that it’s not burning evenly and they would give me a better burning candle. That’s not resolving the issue though. The issue at hand is that why are we being charged $25 for three wick candle and after the candle burns halfway only one wick of the candle is burning. Therefore it is causing me to have to waste a little more than a quarter of a candle. Not a happy customer!!
Reviewed Jan. 15, 2022
Has anyone noticed their hands looking light orange after using marshmallow pumpkin latte lotion from Bath & Body? Because lately my right hand looks orange and I don't know if it's from the lotion or something else.
Reviewed Dec. 26, 2021
All of my moisturizing body wash have mold around the flip tops. I ordered 12. When I contacted them with the order number provided in the order email, they can not find a order with that number and can not receive pictures or emails for me to prove it. So needless to say I'm out 12 bottles because who wants to take a shower with moldy products??
Reviewed Dec. 2, 2021
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 a lot 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. ** There are also plenty of reports, complaints and videos online of Lasership deliverers actions including rampant damage and theft.
This is making me lose faith and trust in BBW and I question their morals 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.
Reviewed Nov. 9, 2021
My issue with Bath and Body Works is their constant discontinuing of products. This has been going on since I started shopping there many years ago. I will find a bath or skin product that I really love, and within six months to a year it will no longer be available. This has happened again recently when I went looking for a men’s bath and hair product in a particular scent and it is already discontinued. I can already predict what their answer will be if I speak to someone in customer service regarding this. I have heard it before. They claim they are constantly reviewing products and their main concern is to offer the best to their customers, blah blah blah.
Here’s an idea: stop thinking that change equals progress when it comes to your products. If a particular item is selling and earning you a profit, leave it alone. If your goal is to introduce new products or new scents, go ahead and do that. However, are you not capable of doing that and leaving your existing products available? I know it all comes down to sales, but three of the products that were taken off your shelves in the last 10 years were products that were very popular based on my conversations with other people. I am not going to be forced into purchasing products that you have deemed are best for me. Bring back your older scents and products and you may be surprised by the return of former customers.
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