Bath & Body Works Customer Service Issues

Hello, I recently shopped at the Atlantic Station store in Atlanta, GA and wanted to share my disappointing experience with Monique's customer service. While purchasing 4 candles, including 3 watermelon lemonade candles from a section marked with a $10 sign, I was surprised to see them ring up at full price. Despite pointing out the section and sign to the cashier, Monique claimed they must have been misplaced by other customers. She then insisted I either pay full price or hunt for them at a cheaper price elsewhere in the store. Feeling frustrated, I asked her to locate the correct candles, but she refused to help. Luckily, another coworker intervened and provided me with the candles I wanted. Monique's lack of customer service and unwillingness to assist left me appalled. Given my past positive experiences, I spend a significant amount annually on candles in your store. However, this encounter has made me consider shopping elsewhere in the future. Thank you, Professor Carmen Green

During my recent visit to the store at Natick Mall, I, a loyal customer, selected various items from the 50% off bins, including an Eifel Tower plug-in light and scent. Unfortunately, upon checking my receipt, I noticed that I was charged the full price for the Eifel Tower item. When I brought this to the store's attention, I was informed that the item was not part of the sale, despite its placement in the discounted bin. Despite speaking with the store manager, Eve, she was unhelpful and stated that I could only receive the sale price if more items were found in the discounted bin. I suspect the Eifel Tower items were deliberately removed. If only the staff had been more diligent in ensuring the bin accuracy rather than socializing, this issue could have been avoided. Despite considering returning the item, my sentimental attachment to it from my recent trip to Paris discourages me from doing so.

Order # [redacted]0 Greetings, I wish to address an issue I encountered with my recent order. I am a frequent online shopper and placed an order recently as indicated by the above order number. I purchased (4) individual CINNAMON CARAMEL SWIRL Wallflowers Refills. I received a notification that my product, which was on sale for $3.00 each totaling $12.00, was canceled. Upon checking online, I noticed that the 2 packs of CINNAMON CARAMEL SWIRL Wallflowers Refills were available for $6.25 per 2-pack, totaling $12.50. After reaching out to a manager and discussing the issue, I was informed that the company policy doesn't allow substitutions and thus the items were canceled. Despite pointing out that in my case there was no need for a substitution, the manager emphasized the price difference. Although I acknowledged the slight increase in price, I believe maintaining good customer relations should prevail. I expressed my disappointment as a loyal customer who had recently made significant purchases. Regards, T. Moore

I am extremely frustrated with my recent experience with Bath & Body Works. Despite receiving an initial order confirmation email, my package never arrived. The tracking number provided was invalid, and customer service informed me that my order had been stuck in a warehouse due to a candle promotion taking priority. I was promised a refund for the shipping but have yet to receive my order as of 1-22-19. Upon expressing my disappointment, the representative stated that they were unable to do more. I requested to speak to a supervisor and was told they would call back, but instead, I received an email indicating a return had been processed for an order I never placed. This error has left me feeling disregarded as a long-time customer. My issue needs to be resolved promptly by delivering my order free of charge with an apology. I urge a management representative to address this matter further, as I am considering escalating it to the Better Business Bureau. I await a meaningful response. Sincerely, Linnea H. S.

I visited the Bath & Body Works store in Bessemer last week, in February [redacted]. Upon entering, I was warmly welcomed by a courteous employee named Judi. Her friendly demeanor and assistance truly made my experience special. Judi's exceptional customer service skills stood out as she patiently helped me navigate through the store, explaining different fragrances, recommended products for soft skin, popular scents for preteens, and the latest items available. Despite being busy with other customers, Judi managed to provide individual attention and guidance to each of us. Her dedication and willingness to help made a significant impact on my shopping trip. Judi's outstanding service truly set a high standard for customer care. If more stores had employees like Judi, the shopping experience would undoubtedly be more pleasant. Thank you, Kerri

I purchased a wallflower plug-in air freshener on February 27, [redacted], and I am extremely disappointed. During my first visit to a Bath and Body Works store, I bought several items, including the plug-in. However, I am facing issues with the plug-in as it does not hold the scent bottles securely, causing them to fall out. This has resulted in the loss of two bottles of air freshener, including a leaked cinnamon stick bottle and a broken banana bundt cake bottle. I have the receipt for these items but due to illness and lack of transportation, I cannot return them in person. I would greatly appreciate it if my items could be replaced. I am unsure if the plug-in is faulty, but it does not function as intended. I hope we can address this matter promptly. Thank you for your assistance. Rhonda S.

After my beloved Moonlight Path bubble bath was discontinued, the store clerk recommended trying the newer "Sleep body wash & foam bath." I purchased it along with a body cream during a sale where each item was $6.50. Unfortunately, the foam bath irritated my skin, so I attempted to return it without the receipt, which was my mistake. I had hoped to exchange it for a different item within the same collection, but I was informed that without the receipt, I could only get the same item. It was frustrating as I simply wanted to replace the product that caused the issue, without asking for a refund exceeding the $6.50 spent. Feeling confused and disappointed, I left the store and now may not return anytime soon. :(

I usually refrain from complaining, but I feel it's important to bring this to your attention. I am a devoted fan of B&B and have always enjoyed your candles without any issues until now. The new Gingham scent I adore seems to be problematic as the candles burn black. This has occurred with three candles from the same scent, leaving only half the candle burned down with black wax and sides. I initially thought it was a one-off defective candle, but this being the third occurrence concerns me. I hesitate to purchase more due to this recurring problem, especially since I buy them as gifts too. While I adore the scent, it's disheartening to have to discard them prematurely. I've kept the latest candle as evidence and would be willing to provide a photo if needed. As Christmas is nearing, I seek your advice on this matter. Thank you for considering my feedback.

During Thanksgiving, I visited Tyler, Texas from St. Louis, MO. While Black Friday shopping with my family, I encountered a concerning situation at your store. A lady at the door allowed me to purchase two $30 totes each with a $10 off $30 coupon, along with two free item coupons up to $13.50 each. Despite her approval, the cashier rudely confronted me, causing a humiliating scene. Other employees gathered around, intensifying the embarrassment. The cashier even tore up my coupons, although one $10/$30 coupon remained unused as I had to cancel one tote due to the high total. This ordeal made me feel unwelcome and belittled, akin to being cornered by a group of mean girls in a high school locker room. The unpleasant experience will deter me from returning to this store and likely discourage me from shopping at Bath and Body Works in the future.

I recently made a purchase at the Orangeburg Store and wanted to share my experience. I absolutely adore Bath and Body products, but every visit to the Orangeburg location seems to come with issues. Despite the convenient proximity, I have repeatedly encountered problems there. On this particular visit, I had a coupon for a free item that the cashier did not honor initially, stating I should have mentioned it sooner. This left me feeling frustrated. However, my experience was completely different at the Columbia store where I faced no problems. Additionally, I was disappointed to learn that items cannot be exchanged at the Orangeburg store, and I was informed that I would need to purchase new wallflower plugins if they stopped working. This policy seems unreasonable to me. As a result, I am willing to make the longer drive to Columbia just to avoid the Orangeburg store. I wonder if the Orangeburg store is privately owned? Thank you for letting me share my feedback. Warm regards, ~Bea~

I made a purchase on November 29th, but my package did not arrive. I contacted customer service yesterday (12/13/19), and they were helpful and offered to resend my order, stating that I will receive it in 3 business days. However, upon checking the email they sent me after our call, I noticed that the black tie night hand soap was missing from the order. Additionally, I received an email this morning informing me that my coconut lime verbena hand soap was canceled. I am disappointed with this situation. When I placed the order, everything was in stock, so it's frustrating that I am now missing items from my order. It's particularly upsetting as my sister requested the coconut lime verbena scent for Christmas, and the black tie night hand soap was for my son's bathroom. I hope this can be rectified fairly.

While shopping at Bath & Body Works today for the $4.95 all body care sale at Genesee Valley Mall in Flint, Michigan, my boyfriend and I encountered rude customer service for the first time. As my boyfriend asked if the cologne was included in the sale, the employee tapped the box in his hand and loudly stated it was not part of the promotion, pointing her finger and mentioning she had already informed us. This abrupt behavior occurred immediately upon entering the store and was very unprofessional. Although I couldn't see her name tag, she is an older white female who wears glasses. I believe there should be consequences for her inappropriate handling of the situation, as it is her responsibility to assist customers respectfully.

I have been a long-time user of Bath and Body Works products. Lately, I purchased a few bottles of shower gels, but I was disappointed to find that they were not lathering well on my skin and had a strong alcohol scent instead of the usual pleasant fragrance. Assuming it was just a one-off issue, I opened another bottle only to find the same problem. It seems like I received a couple of bottles from a bad batch, which was frustrating as I had to discard both of them. It's disappointing when a trusted brand like Bath and Body Works falls short of expectations.

Due to my cancer treatment, I am unable to go out to shop. I had ordered two items for my nieces, intending for them to arrive before Christmas. Unfortunately, the gifts did not show up as expected. I placed the order on 11/27/[redacted], but upon contacting the company, I was informed that the order had been canceled by the warehouse on 12/1/19, with an alleged email notification sent out which I never received. This news has left me feeling devastated and upset, especially given the time constraints leading up to the holidays. If only I had been informed earlier, I would have made alternative arrangements to ensure my nieces had their gifts on time.

I recently purchased 12 lotions from Bath and Body Works, but I split the order into two transactions. Surprisingly, only one order arrived a week after the purchase date. I find it strange as both orders were placed on the same day. It has been nearly three weeks, and the second package has not arrived yet. I placed the order on December 6-7, and typically shipping takes around a week. Despite not receiving the second order, my card was still charged. If the missing delivery does not arrive soon, I would appreciate a refund for the second transaction.

My family and I visited Bath and Body Works in Searcy, Arkansas last night. We went so my daughter could spend her Christmas money. The employees working there were very rude and unwilling to assist us. When my wife was looking for something, the staff member behind the counter dismissively said, "If you don't see it, we don't have it," without helping us search. Even though they weren't busy, as we were the only customers in the store, we were still treated poorly. We have decided not to return and will inform others about our experience to manage their expectations if they choose to visit.

Regarding order #[redacted]9, Package ID# [redacted][redacted], and Invoice Date 12/26/19, I received the order in a shipping box that appeared undamaged externally. However, upon opening it, I discovered that the merchandise had leaked, the packaging was damaged and broken, and emitted a strong odor of various concentrated scents. The liquids were shipped upside down with loose caps, and only one sheet of bubble wrap was present in the box containing 25 items. Upon inspecting the "Wallflower Refill" packaging, I noticed that the plastic container is thinner, which contributed to the destruction of the contents. This issue seems to be a mistake on the part of Bath & Body Works, not the shipping carrier. As a loyal customer of over 20 years, I am quite disappointed, especially considering that the box contained $[redacted] worth of merchandise, which is typical of my purchases on your website. Perhaps I should explore similar products from Yankee Candle.

I am a frequent customer here, but lately, the quality of my orders has been disappointing. My recent delivery was especially bad: 1. Items were haphazardly thrown into the box again. 2. The covers of the body sprays were not attached, appearing as if they were removed and shipped separately. 3. I purchased 9 two-packs of wallflowers, and all the packaging was severely damaged, as though they had been cut open. I am not seeking compensation, just requesting that this issue be noted and perhaps additional training for your staff. While I understand the convenience of online shopping due to distance from the nearest store, consistent poor packing is concerning. I hope for better attention to detail to maintain my loyalty to this favorite store.

Hello, my name is Donna. I made a purchase on 12/07/[redacted] at Bath and Body at the Mall of America. The three-wick candles were $10 off each, and I also bought foam soap to complement the candles as gifts for my family. I bought a total of sixteen candles, with the cashier ringing up the total purchase at $[redacted], which I paid for. I agreed to have the items gift wrapped, and once wrapped, I left the bags at home until Christmas Eve. It wasn't until later, on 12/30/19, that I realized I couldn't locate the other six candles purchased. I searched everywhere but couldn't find them. When I called the store, they mentioned unclaimed items are placed back for resale if not collected. I still have the receipt. I don't want a refund, just the missing candles. Any assistance would be greatly appreciated. Thank you. Donna J.

I received a Blueberry Shortbread lotion as a Christmas gift, but since I'm not a fan of blueberry scents, I visited the Bath and Body Works store in Apple Blossom Mall in Winchester, VA on 1-5-20. I hoped to return it without a receipt. When I approached the counter and explained that it was a gift and I wanted to exchange it, the lady said I couldn't return it or exchange it without a receipt. Disappointed, I left the line to research the store's return policy. Upon returning to the store and lining up again, the same lady assisted me but was very rude when I tried to discuss the exchange. She insisted she couldn't help me and asked me to leave. I felt mistreated and unwarranted. I often shop at Bath and Body Works and own many of their products. However, this experience has left me contemplating not returning. I would appreciate it if this situation could be resolved. Thank you.