Bath & Body Works | B&BW Customer Service

Bath & Body Works | B&BW Positive Reviews

Very easy to useI love Bath & Body Works, but I don’t always love going out and about to stores. I use the app for probably 75% of the shopping that I do with them. The app is easy to navigate, I hardly ever have any technical difficulties with it. It’s super easy to apply your coupons or rewards when you check out, and it’s easy to add your payment methods. I’ve only ever had one problem with an order being lost, and that wasn’t Bath & Body Work’s fault, it was the postal service’s fault for loosing the package. Once I did realize the package was lost, I contacted customer service, and they replaced my lost items. They have a convenient customer service chat option in the app that you can text them on the app and they will help you with whatever the issue is. I love the great variety that the app always has; I love having seasonal things in my home, so their hand soaps and candles that change seasonally are great! Some of the items can be a little pricey, so I usually wait for a sale, and Bath & Body Works is almost always running some sort of sale, so it’s easy to wait until there’s one before buying anything. I’d definitely recommend ⭐️⭐️⭐️⭐️.CaptainAmerciaFangirlVersion: 6.1.0

Cancelled OrderI ordered online from Bath and body Works for the hand soap that went on sale for $2.50 and within 20 minutes. I received an email stating my order has been canceled. I was planning on picking this order up from Bath and body and don’t know why it got canceled. The email stated that I had not picked up my items in a timely manner. I therefore called the store and told them about the cancellation and told them that according to the website, give them four hours to get the items. The manager said she had no idea what happened or how it happened. She also called corporate office to see what happened and to Annaville maybe a glitch in the system. She apologized and told me to re-order however, by the time I ordered quite a few of my items were no longer available to be picked up in the store. They had to be shipped. I decided not to get those particular items I’m disappointed and not sure even now why my order was canceled or what happened however, Bath and Bodyworks missed out on money. I suggest they find out what happened in this particular case because it could be happening to other customers and they might not have the patience to deal with this as I did by calling the store. I want to take the manager at the Short Pump bath and body mall for taking time out to handle this situation..Love my jeansVersion: 5.8.0

Excellent customer service!!!!I just have to say thank you for all of your wonderful products. I have no complaints whatsoever. I enjoy shopping online and visiting the store when time permits, however shopping online is just as convenient if not even better. I’m saying that because agents will help you with making decisions and making any necessary adjustments with any questions so on and so forth. I absolutely love this store or app because it makes me feel healthy inside and on the outside. Please keep up your best in class customer service and products. Looking forward to any new products Bath and Bodyworks launches in the future. People awaken your senses and treat yourself to something special from the top of your head to the bottom of your feet. You will not be disappointed. If anything you will be happy and filled with joy from any scent or product you choose. Try something new for a change and I guarantee you will be elated. If your not so sure about the scent do not be afraid to mix scents and create your own signature fragrance. I do and people constantly ask what I am wearing. BBW you’re welcome and thank you. Life long customer since you opened!!!!.Brujo75Version: 4.7.0

This is interestingOkay so I went for annual candle day to Jordan Creek Mall in Iowa. I was in the store for a long time, as I was just smelling things and looking for Christmas gifts, I notice a lot of people tend to be more clumsy when these candle days happen, the stores were very packed, loud noises, a lot of fragrances, and baby strollers everywhere. The worst part was hearing everytime someone can break a candle, atleast a handful were broken while experiencing today in my experience alone. With that being said, maybe not putting the candles so low so people don’t bump into them? I even almost knocked some over and it was due to others pushing into me. Another thing, I want to shout out an amazing employee at the Jordan Creek Mall, she was awesome. Her name is Alex. She was working during this shift I saw her working the whole time, being a positive person, she was very respectful and open, I had asked a different employee where the sugar cone candle was and I was informed there were no more left, but Alex prompted that there was one more left and helped me towards the item, and I felt very grateful that I got the product because without her I wouldn’t of gotten it..Super sweet workerVersion: 10.1.1

Courtesy CountsEvery Bath and Body store I hv shopped in allows me to hv a comfortable and speedy shopping experience.... It’s great to hv a person at the door to great and ask if you were looking for something special.... She directed me to the 1st place I wanted... that was very helpful... The stores hv employees to answer a question stationed throughout the store and the people at the registers moved quickly ..and were friendly... During these COVID19 TIMES ... Shopping is stressful but necessary and I really appreciate the consideration given us that Bath and Body has staffed their stores so we feel safe and still enjoy our shopping experiences... I will not shop on line so going into a store is important to me... I hv family in different cities and shop in these stores and applaud your stores and staffs in : Santee, Ca..., Aliso Viejo, Ca., Followed by the stores in the Malls in Mission Viejo, Ca, El Cajon, Ca., Mission Valley, San Diego , Ca... Thank you for picking wonderful staffs and managers, beautiful displays, great smells in the store, keeping very clean stores, and terrific products ... I am a very busy person.....a fast and pleasurable experience in every one of these stores... Thank you, ~ Joyce S.~.Joyces ChoiceVersion: 4.3.0

On line AppThis app isn’t user friendly. I’ve been trying to order this since yesterday. I’ve tried from my emails & from my Bath & Body account. Every time I try to go back it starts me all over or puts me on the wrong order. Then it says my Rewards are in the negative & that I have NO REWARDS. I’ve had 4 orders in the last few months & now this one. Plus there was a reward I needed to redeem. Tried to Chat on line & with everyone of these issues I’M having, the app states IT’S having issues, to try later!! I don’t have time to keep trying over & over! I also received an e-mail that said I had returned a package with Room Fragrances in it & that y’all were giving me credit back! I never received that order to even send back, so evidently it was dropped off at the wrong house & THEY sent it back. When you go out to the Q&A’s & try to go on the search line to put a question, it never goes. I am very frustrated. I used to like ordering online from y’all but it seems to get harder & harder. Please help!!!!.Retired woman65Version: 4.3.0

Over and aboveI had ordered some things online to pick up at store. In my order I purchased a couple pairs of Easter socks the chick and bunny she’s infused. When I checked out it would only allow me 1 pair. I went to pick up my order and got to my car and wanted to see my socks, I just love the socks, and there was none in the bag. I went back into the store to let Megan know of the error. I showed her my online order and the socks were on the list of things to pick up. Megan called the Woodlands Mall and had them set aside some for me. I have severe Essential Tremor and will not go to a mall because people stare at me and I am very uncomfortable and tend to have panic attacks. So this sweet girl says that’s ok I will go pick them up for you after work. I said you would really do that for me? She said sure I understand. I went the next day and my socks were there! I was so impressed with her empathy. I just had to say BBW has some awesome employees at their Portifino Store. Megan thank you again!.CJW12906Version: 6.3.0

App seems okI’ve had mixed emotions about the app. For the first few days I signed up I couldn’t do anything on the app except look at my account and view my reward points. Yes before you ask when I signed up it was available in my area that wasn’t the issue. The problems were I couldn’t view anything in my cart I had a constant loading symbol and I couldn’t click on anything in the specific product pages on the app for instance I could view the 3 wick candles but if I clicked any specific ones like say stress relief anything on that products page brought up a white screen when clicked. But… As of late morning yesterday I was finally able to get full functionality of the app. I get bugs and things come up from updates and whatnot but from reading recent reviews as of the time I’m writing this I’m not the only one who has had issues with the app. So long story short I guess just if you’re going to use the app hope for the best hopefully it works just like the website for you and like I said as of right now it seems to be working fine for me now so hopefully that will continue moving forward..Chrisj31840Version: 4.2.0

Weird Glitches/Horrible customer support teamAs an ex employee of the company I understand many things and whys. But the app tends to not be accurate when it comes to current promotions/ rewards earned on file. I tend to come across sales from 2-3 days ago. To use any rewards or get any sale as a rewards member I have to log in through the actual site. I use to see this when I was employed as well, and now I get the frustration. Now where do I start with the customer service reps. Majority of them have a difficult time understanding issues/and don’t speak English clearly. When it comes to resolve issues they are clueless, which can easily make anyone not want to buy anymore just not to deal with them. And I know customer service and in store service is different but you find associates/ managers trying to help you but they also have certain things they honestly can’t help with. Bath and Body works please fix the tech issue as well as your customer service team. Your losing out on sales and returning loyal customers..Rubia916Version: 7.1.0

Love the appLove the app and the ability to have the daily email coupons loaded into it for easy scanning at the register. The ability to earn free items/rewards is a huge plus. I just wish the value was upped a little bit for more selection and the sale prices counted for these (the possibility of getting a candle with my reward when they are on sale would be nice). I would recommend putting in a points/purchase tracker in the app. Sometimes the cashier has scanned my rewards barcode but later I do not see the purchase counted/credited to my points. However, I have no way of verifying this by opening the app since it just gives me my overall points, not a breakdown of each transaction. I also think the app should be used everywhere stores are available to make it fair for everyone. One last thing, even though I have loved using the app so far, I still enjoy getting coupons in the mail to use so I hope my app usage won’t start phasing out the mailer coupons for me..Anesthesia goddessVersion: 2.3.0

Point scale.I don’t shop here like I use to because they changed the reward scale. It’s like doubled how much you need to spend in order to get something free. It’s not really worth it. Plus they don’t send or have as many couple offers like they use too. Christmas is the only reason they’ve been having good coupons offers here lately. My email address changed and they told me they would transfer my rewards and point to the other email address and while I’m doing so on the phone she told me she can give me the points for what I had, but can’t give me my rewards because it’s generated from the computer. What?!!! I just lost 3 rewards. She should’ve told me that before changing my email address. I could’ve went a spent the rewards and them changed my information or should could’ve given me my points… simple as that!! Also I haven’t been getting my birthday rewards or points. I inquired about that as well, to get no answer. Now I’m waiting forever to speak to a supervisor about all my concerns! Bath and Body what’s going on with good customer service??!! This is ridiculous👎🏾.Everyone disappointedVersion: 5.4.0

Experience in the Southern Pines North Carolina storeI had the best experience last week in the Southern Pines. 8North Carolina store. I wish I could remember the names of the store employees who were so attentive to me. They greeted me as I walked in the door and asked me if I was looking for anything specific and if they could help me find it. Then I asked them what the sales were and they not only told me, they showed me where the specials were. They even went so far as to help me pick out fragrances as I told them which ones gave me headaches. They were so kind and thoughtful and I just wanted to give them credit where credit is due. There are so many negative comments about employees and stores these days, but these employees truly deserve recognition for their attentiveness, professionalism, and outright kindness. I don’t live in this town, it is an hour away from me, but it will be the store that I go to from now on..MamiegattisVersion: 4.3.0

What’s the point?There’s no shopping on this app the only thing you can look at is your account and your rewards maybe find a location close to home and you already know where that’s at. So why waste space on my phone? Am I missing something here? This rating is not to rate their products it is to rate the app. Again am I missing something here?I’ve seen ratings asking why so many gave a negative review when it’s been in testing well I don’t know about everyone else but I’ve had this app for at least 3+ years! They should at least have shopping on it their partners do. Oh I get it I see the people complaining about people complaining it’s a rewards app but wait we get them anyway so it should be a given having an online account you shouldn’t need an app wasting space just to look at rewards or anything else I mentioned is available online or in store. The app has 2.6 stars as of this writing on Google play why did they get it right?.MissnkinderVersion: 3.0.2

Issues with B&BW AppI have experienced a number of glitches with the app that have prevented me from taking advantage of the sale opportunities. Unfortunately, when you try to bypass the app and go directly to the website this is only possible by using a device that doesn’t have the app installed; otherwise the device recognizes the app and automatically tries to link to the app. I tried updating the app and this has not helped solve the issues. Additional, there has been issues with the pick-up in store option. I placed 2 orders 3 weeks ago using this option, and 1 of the stores never processed the order; thus I lost the merchandise. The 2nd store never sent out an original email message advising me the order was ready for pick-up; they only sent out an email with a final email pick-up reminder. I brought this to the attention of the 2nd store and was told they had been experiencing glitches in the system..ColeHolidayVersion: 5.2.0

Review on productsI usually never review anything at all but the more I read on reviews the more interested I am in the products. I usually buy the perfume sprays which smell amazing, my two original go to are always a thousands wishes or beautiful day. Lately I been into the candles the watermelon is my favorite it smells delicious and last a long time like 3 months or so and I always light them twice a week for at least two hours so I love that the candles last well worth the price and the deals are what I look forward too. Like who doesn’t want to save money when you get two for the price of one. Also my husband and I love the foam hand soups we just ran out and he is like what happen to the soap there is no more and I really like the way they smell and feel on my hands. I just laughed because my husband usually doesn’t ask for things as far as what supplies I get for the house..AleapoffaithVersion: 4.3.0

Any occasion!Well, I am hooked, as is my family!…we have tried many many other candles and none of them have been as fragrant as yours and long lasting. No one ever asks me anymore what I want for Christmas or my birthday I literally have a cabinet that is filled with your candles for daily use. Every friend and family member knows exactly what they’re going to get for their birthday for Mother’s Day for Christmas etc. Myself my my two daughters and my granddaughters are also known to give and receive your candles for any occasion and everyone always seems glad to receive them. We wait for your sales because it’s so much fun for all of us to go to the store and all grab your shopping bags because we know they’re going to be full by the time we leave! Thank you again for your wonderful products and your helpful pleasant staff who are Always so helpful!! …Chris.Grandmaof 3Version: 4.7.0

Order not on timeI placed this order December 3 is December 24 tomorrow’s Christmas like I had another order on December 3 too. It was a pack of sanitizers. I got that but I didn’t get my perfume or my handcream. I keep checking to see where it is they’re saying it’s shipping they’re saying it’s not going and they said it was going to get here December 20 it’s December 24. My order was supposed to be delivered December 7 or the 14th. This is unbelievable. I have been waiting forever and I have not got my order yet and I’m still waiting because they’re saying it’s getting picked up obviously it’s not if they’re waiting for it, I’m just done I’m probably gonna take a break because of what happened because this is just unacceptable because how are you gonna tell me that my order is coming but it’s not even here yet and tomorrow’s Christmas I’ve been ordered to December 3 so I’m not getting it because you said it was gonna be here the seventh to the 14th and it’s still not here it could be better..CutebaileyVersion: 6.2.1

Almost PerfectI love to see all the new flavors of hand soap gels and all the other fun items in the store. I go frequently and never spend less than $150, most times more. Today when I shopped, I bought at least one each of the gel hand soap flavors, but some flavors were on a very high shelf, out of my reach. I was somewhat disappointed at that, but I asked for help, and one of the employees was very nice and pulled down the ones I wanted for me. So that was good. At checkout, the girl was nice until I asked for double bags and a larger bag so I didn’t have to carry 4 small, heavy bags, and she gave me a hard time about it. After spending my usual $150+ I couldn’t believe I was being denied double bags; as if the extra bag was going to come out of her paycheck.. Rude. I did end up getting the extra bag I asked for, but what’s this cheap attitude about? Is this something new?.Nancy Jay ConsumerVersion: 4.4.0

Do not like this update!Hello! Ever since you guys have updated the app, I have not liked using it at all. It's very frustrating that you have to scroll all the way to the top to press the arrow to go back a screen, instead of being able to swipe right. Searching something does not give me the product i searched first and then others, it's a bunch of similar products to what i searched but the specific item being scattered through the whole entire page. and i can select in store pickup for ONE place but not be able to check availability at different places around me for each item, i literally have to change the pickup location for all to see availability. I placed an order for soap last week and literally had to use the website because the app was frustrating me so much. All in all it's not the end of the world, it's just frustrating to have something fixed that was not broken and make it even worse..MayneEUVersion: 9.0.2

Love the app but needs workI noticed when I went with my friend to our local store that when she opened her app under offers she had online and in store offers ALONG with online and in store deals. I was excited as i saw a deal on lotions I wanted to take advantage of however when I opened my app I only had deals available and the offer for the lotion sale was not available to me. I read her deal and it was not a reward or a targeted offer from what I can tell. It seemed to be a generic offer extended to everyone. This made me start thinking I never see any offers on my app only deals and I started to wonder how many great offers might have passed without me knowing. Like i said I love accumulating my points and getting the notifications before hand on sales but this was a bummer for me knowing I’m missing out on my deals because my app doesn’t update and release them to me..Nani_026Version: 1.8.0

Orders On LineAs an active customer of B&BW for 15 years I know this pandemic has changed our way of shopping. I placed an online order recently for promotional full size body care products (ordered 4 Japanese Cherry Blossom Ulta Cream) advertised as $6.50 each as a day sale. With this “Special” knowing stores would be crowded (avoiding large crowds) I ordered on line for pick up to avoid large crowds for an extended time. Received a confirmation email order was processed with order # minutes after confirming my order. Waited for email/text to pick up order at store for 3 days. On the 4th day received email order was canceled due to no stock. Same scenario happened with a candle order I placed beginning of this year. My question is other retailers are able to fulfill pick up orders in a matter of minutes. Why doesn’t B&BW use the same protocol?.CS GroupieVersion: 3.2.1

I'm Nee to Bath and Body worksMy daughter Amy lives in a small community far from a store and no internet so I often do her shopping. As I am handicapp I shop online often anyway. Recently, I placed a rather large order because of the BOGO sales and buy 3 get 1 free. I was terrified when the actual delivery was STOLEN😤🥵! I called the next day after searching for the box and reported it. To my HAPPINESS Bath & Body works replaced each item immediately! I got the order by a different carrier to!❤️😇❤️ Next week on Monday I packed up my Daughters box with Shower gel lotions and perfume mist. Plus threw in some hand soap for my grand children. The COUNTRY APPLE IS PERFECT FOR FALL. I like the Japanese Cheery Blossom to. I have wanted to visit an actual store for years but no electric chair and current a broken wheel chair...but soon I hope to go smell all the wonderful scents and products. I may be NEW TO THE WORLD OF BATH &BODY WORKS BUT IM ALREADY IN LOVE WITH THE PRODUCTS! Thank you again for taking such wonderful care of me! 😇🙏🙏🙏.$#>JUST JUDY$#<Version: 2.9.0

This App is GREAT!It’s easy to download. I never had any issues with this app. It gives you notifications and whenever I go pay the cashiers always let me know my coupons and especially my rewards. I sometimes forget that I have rewards when I am so busy purchasing other items. But they always let me know what’s going on and that’s what customer service is all about. Sometimes the reward will take a few minutes to get to you. It depends on your phones service and how fast you receive them. It usually takes a day for me but I still get my rewards and you are the first one to know the promotions and sales going on. I also receive email notifications. Every point Is $1.00 and every time you go in and purchase your points accumulate and start making your points to get to you free reward! It’s so WORTH IT!! :) thanks BBW 💙.ArtGal5055Version: 2.2.0

Great appI am really enjoying this app. It still has a few bugs such as when u use one of your rewards. It has a tendency to take an item off that is already on sale which if it is one of the sales where u have to buy 3 items or whatever the sale is for, then that throws that off as well. Now everything has jumped back to original prices and the reward coupon is taking off an item that u we’re getting on sale which, in my opinion, is wasting your reward. Then I have to remove my rewards and remove the item I wanted to use the reward on and make a separate order which increases your shipping costs. I would also like to see an option where we could combine rewards to get an item that we normally couldn’t get because it is a little out of our price range or use it towards shipping costs. All in all, still an awesome app..DragonLady52764Version: 5.8.0

I love the rewards but app has its consSo my favorite thing about the app is the convenience of having your orders stored in one place and being able to order online and pick up in store. especially when it's a seasonal item and they're going to sell out fast! You can clearly see all the deals & sales as soon as they are available. Also if you need to make any returns all your records will be on the app instead of having to have a paper receipt! I love the rewards points as well, you get to earn points to use for future purchases. Only con is, the app needs a drastic update.. it's always glitching for example I couldn't see my favorites for MONTHS & it'll just keep saying "oops nothing here" and moving slow like the app is always buffering. It functions like your on the internet and not an app if that makes sense! So that's why I gave it 4 stars.BIG CONCEITEDVersion: 6.2.0

The new to meI instead of ordering from online went to a store in Augusta Ga in the same shopping center as Brand Smart. Not only did it smell so delicious I wanted to chop up and bite every breath and eat cake at the same time. It was so well stocked and clean I was so insanely excited I wanted to touch every single thing! So I did!!! The sales ladies were so friendly and so eager to help I was impressed at how professional they appeared with their clothing and so neat and so nice. Your store should get a great overall rating from your GM my opinion what they are doing exceeds excellence. I bought 6 body creams, 5 sanitizers and a deodorant and soap. It was a gift for my children. Had 2 children with birthdays one turned 18 and the other 20. As a matter of fact my son is 20 today. I thank you for such a hospitable experience. Cecilia Stephanie Swafford.0Stephanie0Version: 6.3.0

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Bath & Body Works | B&BW Negative Reviews

And now the app is not fully accessibleI know the old app wasn’t perfect. However, now it is not really usable. I am blind and I use voiceover on my iPhone. I purposely did not upgrade the app because I know sometimes when an app is updated the accessibility suffers. Today the choice was taken out of my hands. Whenever I navigated to the shopping tab out of the wallet or the Home tab there was a pop-up telling me I should upgrade the app and there was no dismiss button. even closing the app through the app switcher and reloading it didn’t make that pop-up go away. So I gave it an upgraded. Now the app is not really functional for me. There are no headings or links in the product listings. For a sighted person this might not be a big deal, but now I cannot flick once up or down to move from one product to another, instead I have to swipe 10 times for each product so going through a list of 300 products during a sale with essentially mean 3000 swipes. That is not acceptable. How hard would it have been to leave headings or links there for navigation purposes. Also, there are several elements that are not labeled properly with text so voiceover doesn’t read them correctly. websites and apps are required to be accessible by law, and I really hope Bath and body Works updates the app and fixes this quickly. don’t judge me, I have literally spent thousands and thousands of dollars on Bath and body Works products over the last couple of years. But I am not going to have a sided person help me every time I want to shop on this app..1TrueEarthMamaVersion: 9.0.2

More aggravating than in person shoppingI received some gift cards after announcing my pregnancy to family and friends. Rather than face sensory overload in store I was excited to get down to retail therapy by filtering thru options online or on the app. I found neither suitable for making a purchase I felt confident about. Being it is impossible to smell the scents it would be nice to be able to filter products by ingredients. And about that... I find it puzzling really how this company continues to be such a juggernaut in this space when you're still listing 'fragrance' as an ingredient on most products. The smells must keep em coming but with all the product layering encouraged I can't help but wonder how many suffer from symptoms of toxicity. I'd love to find a delicious fragrance for body that doesnt make me literally swoon (and not in a good way, more like an Ive encountered anthrax sorta way) when I put it on. I can't help but think greater transparency will make this more likely. Really would love to be privy to the specifics of the chemical soup you call 'sweet pea'! On a final note related to the actual app I cannot for life of me change the store location. I pull up nearby stores and select one, then click the button at bottom to change or save selection, that button lightens which makes me think it's doing something but then there's never any indication the change has been made. In fact that wimdow persists unless I select a different tab to navigate away from it. When I do this and return to check which store I'm shopping, it's the same as before..SreeleVersion: 6.2.0

New app is terribleThe old app was so much more streamlined and user friendly, this new version is cumbersome and tedious. In the old version, when you were browsing you could view multiple items at a time because they were in a grid with a smaller thumbnail and now you have to scroll forever because they only show one at a time instead of side by side. When you click on an item, it used to have the scent notes, reviews and any other information right there so all you had to do was scroll and you could see everything on one page. Now you have to click on the item, click the scent notes, go back, click the reviews and it’s so much more time consuming and annoying. Also, on the old version you could easily select your store for BOPIS and checkout was super easy. Now the link never works and I’m not joking, it literally took me 10 minutes of trying to figure out how to change it to pick up instead of ship because when I clicked the link to pick up before I added it to my cart, the link didn’t work. I primarily do all of my shopping as BOPIS because I’m half an hour from the nearest store and it’s not in an area I go to often. If shopping online is going to be this difficult then you’re going to lose my business because I don’t have the patience to try for 10 minutes to buy something every time. Please ditch this new format and go back to the old and perfectly good format..DaniellenrwVersion: 10.0

Ordering off lineI waited my turn in line too order candles.. when it was my turn it took over 3 1/2 hours to order.. after my order wouldn’t give me a confirmation number.. I called customer service.. while waiting on hold my confirmation number came thru.. so I asked customer service if my order was right.. customer service tells me that the order number is empty.. I say are you sure I don’t want too orders.. she tells me she is looking at it and it’s empty and besides it will cancel out when it sees too orders.. so not true.. because I got charged for too orders.. and too too it off they wouldn’t and didn’t cancel it.. customer service got my order wrong too.. and when I went too Belden to take my order back the manager Marcie was rude and could careless that I had this issue and only gave me a portion of my money credited back.. too top it off she dropped a customers soap on my toe.. no apology.. she asked me to leave and call customer service.. after I have already been on the phone with customer service 2 different times and they ensured me I would have no problem and I would get total amount refunded.. I will never order candles off line again.. this also happened too both my daughters and my 2 friends waiting for hours for there orders too go thru! This is ridiculous the whole reason you order off line is too not have too deal with this! Marcie’s customer service skills were absolutely awful!.GhoesrdVersion: 5.2.0

Unbelievably infuriatingI’ve said it once and I’ll say it again. MAKE THIS APP AVAILABLE FOR EVERYONE TO USE. I’m sure this app is amazing IF you’re lucky enough to live in one of the few places you can access it, but I wouldn’t know. Therefore, I cannot give it any more than one star. I understand that there needs to be a trial period but this is going on for way too long. There are so many of your customers who feel left out and upset. I’m tired of seeing people writing reviews saying we need to relax and stop complaining about this. That’s pretty much saying “well *I* have access to the rewards program and that’s all that matters. I don’t care if you can’t get the discounts as long as I can. Stop being ungrateful.” Try living in a state where it’s not available and we’ll see if you still have the same opinion. I haven’t seen the company even responding to anyone’s concerns and negative reviews about this either. They’re vague about everything and have no answers when people ask when the program will be available in their area. I am a huge fan of Bath and Body Works, but to me, they are showing that they don’t really care about their customers. If you can’t give people answers, they will assume you don’t care and aren’t trying to fix the problem. I wondered why I had never heard of this app and now I know. I’m very disappointed. P.S. I never write reviews, so you know it’s bad if I feel the need to say something..Rainydayz25Version: 2.7.0

Not easy to check out with a gift cardI love bath and Bodyworks, but their app is not super user-friendly. During check out, they give you an option to put in a gift card but if you have already saved the gift card to the app, you have to keep toggling back-and-forth between your wallet and the checkout page and copying and pasting the numbers and if you’re off the checkout page for too long, it automatically deletes the number you just put in so you have to go back to your wallet and copy it all over again and start all over again. I used a gift card for part of my order and I wanted to use PayPal for the other part of my order but after I had put in my PayPal information and it said click here to review your order, I clicked there and it took me to a different page where I lost my gift card information again. I eventually was able to get everything to go through but what should have been a less than five minute process, ended up taking me over 15 minutes. I think whoever are the app developers working with Bath and body Works need to be like every other company out there and if you have saved a gift card to the app, make it available at the check out or don’t have a place for gift cards on your app.Lailley13Version: 6.2.1

Double charges.. anyone elseI just have to ask bc I’ve ordered from B&BW TONS of times and never, ever have I been charged twice for my orders. 2x this month I made 2 separate orders via the app and Both times I was charged twice the same day it was shipped. My first order; the preauth charge was pending and dropped Off my acct as my order didn’t ship until nearly 2 weeks later… then was charged $145 twice the day it shipped. My second order; preauth charge for $31 and charge dropped Off My acct but items shipped 2 days later and the preauth charge and actual pending payment for the same amount had showed up again. Meaning that $62 and change was taken out of my acct nearly simultaneously with this 2nd order. I spoke w customer service and they keep trying to tell me it’s my bank and I should call them.. it doesn’t make sense why I’d be charged a preauth and an actual purchase charge in the same day. Two separate times, two separate orders. The rep I was emailing with “Rhonda”, to make them aware of this issue w my most recent order, was condescending and speaking down to me in her responses as if I was clueless about how the app,, online orders, preauth charges and banking works as a whole. I spent 95% of the hour I was on hold trying to rectify this with someone else only for it to be sent to corporate for “review”. I’m curious if anyone else has experienced this issue with the app.. I only recent starting using it for my purchases and this Will most definitely be the very last time. I know that when an item ships you get charged, but for my initial pre authorizations to fall off and then to be charged twice the same day it ships again is unacceptable. NOT HAPPY, to say the least..MmmstqyqyiVersion: 5.2.0

Terrible customer service/broken itemsI ordered a large order of items for the semi annual sale. I had noticed it had been taking longer than I expected to arrive. I looked at my tracking info, and that’s when I learned my package was damaged. I ordered 30 items!!! Some candles, some perfume, some concentrated room sprays, soaps etc. after I spoke with a rep the first time- I was told they were waiting to receive my damaged package back. She continued to tell me that they’d look through the damaged package for whatever items weren’t damaged and send them to me, and reimburse me for what they couldn’t replace. I felt that was extremely unprofessional, as I stock up during this sale to disburse gifts to my loved ones. That also makes me feel the items are now faulty and not safe. I don’t know what was damaged in the package, but nor do I want items retrieved from a damaged parcel. I had to call a second time, because I hadn’t gotten my full refund. Any refund- for that matter. They charged me for a $3 soap plus shipping meanwhile I live 5 minutes from a bath & body location. Unprofessional, constantly receiving broken/ damaged items. Learned that the chemicals in the products are extremely hazardous to our health as well. Everything happens for a reason. Lesson learned ! I will not spend my money here anymore!.I miss you mommy 💔Version: 6.7.0

Terrible app!!This app has so many issues! For example, if you have things in your cart and then they sell out and you have to delete them it takes anywhere from 20 to 60 seconds for that item to delete if you have multiple items you see my point it will take forever. Even if you’ve already gone through all of that in your processing your payment you could be in the middle of processing your credit card and if something sells out or adjusts instead of automatically doing it or correcting it itself, it makes you go back to your cart, and then you have to delete whatever items again and then you have to go back through the entire process to get to pay again before something else runs out. The next thing is this app is not up-to-date at all! I’ve gotten multiple orders that were canceled within a couple of minutes to several hours. Even if you tap the in-store search, it is 100% not the same things that are in the store at all whatsoever. I’ve had this app tell me that there was nothing at all in my store and then I go up to my store and they have everything. Also, the prices do not match up. I could get some thing online that says $15 and then I go to the store and it’s on the same sale and somehow rings up for five dollars. Then, if you happen to be in a certain section and you search through for instance, all the wallflowers that are under the all tab, then you go to something that’s on sale or new and it pulls up stuff that isn’t showing under the all tab that makes absolutely no sense. The only reason I downloaded the app is because online was giving me the same issues and it was taking forever and had all these glitches so I downloaded the app. The app is just as bad if not worse. So many glitches and so many loopholes it’s just ridiculous..BostonterrierladyVersion: 6.3.0

Very very disappointed and frustrated!!I’ve used Bath and body products for a very long time! However, I’ve had many many frustrating experiences ordering products online! If you look at my last few orders, you will see the chaos in which I have received your products! The challenge that I have is, I live way out in Keenesburg Colorado. The closest Bath and body is 45-50 minutes away from my home, so for convenience, I order online…. And “again” I just received an online order meant for Christmas gifts and I am unable to gift any of it!! All of the individual scents were thrown into one Ziploc bag, and during shipping, the bottles of scents proceeded to leak everywhere covering EVERYTHING with oil EVERYWHERE!!! I can’t even open the Ziploc bag, because oil would get all over myself and what ever is around me while unwrapping!! The box is covered in oil as well!! I have to wash my hands numerous times so not to taste it on my fingers or so not to get oil on myself and my clothing! Not only were these gifts meant for family but now because time is of the essence it's looking like they will NOT be receiving any bath and body products for Christmas and some have asked for your products as gifts from me!! Is there anything we can do about this? Liz Trahern.Lizbeth TrahernVersion: 6.2.1

Clear your rewards when you get near the storeIt’s always worked fine when I’m anywhere BUT near the store. So when you have all these points and rewards and you go to the store to redeem it - it clears it and starts saying to turn on push notifications when you try to log in and confirm your profile and acts like it brand new account with no points. Like when it does finally first log in it shows your points for a split second before it wipes it back to needing 1k. It’s oddly suspicious that it works fine until you go to use your rewards and then it blips … can the people in the store look your rewards up. No. Can you do anything about it? Sure. You can try to stand in the store and call a 1800 number. This is a pretty large company to have such issues with a basic shopping app. I’m sure my rewards will expire before they fix it. Honestly I’m very inclined to just stop shopping there because I don’t appreciate being jerked around, going out on a special trip to the store to use rewards where I’ve spent $1000s and then getting to stand around and spend my time trying to work out issues for a company who I already give $25 for a candle. How about not..To heckVersion: 6.3.0

Never received my order!BATH AND BODY WORKS RIPPED ME OFF AND HAS AWFUL CUSTOMER SERVICE!!!!! I ordered some fall items and was so excited about my new plug ins for my wallflowers, I had two free gift coupons and 20% off I bought 8 new scents for the wall flowers 10 new hand soaps, 3 new wallflower plug ins for my fall decor, they say I saw that it was delivered I couldn’t wait to get home and open it, to my surprise there was nothing there, I called and they said they sent it to the wrong address and would resign it to me, we reviewed my address like 5 times my last words were please repeat the address back so there is no mistakes because the address is correct in my app, she assured my by repeating my correct address and apologizing for the mistake, again I saw the delivered messages again excited to get home and open it IT WAS NOT THERE GUESS WHERE IT WAS …. Yes you got it the same address they sent it to last time yet again got my order, I called again they refused to do anything about it they refused to give me back my coupons that I had now wasted and lost! I wanted those items I can’t even begin to tell you how upset I was, I actually went to the address to see if they had my package the people who lived there refused to give me anything even though it was addressed to me! I called bath and body works customer service line again literally in tears I know it sounds stupid but I was so upset, I was even more upset with how rude and ignorant the gentleman on the other end of the phone was, he refused to help me at all and proceeded to hang up on me! I will never use the app or shop at bath and body works again! If they had chosen to rectify the situation I would have but now absolutely not and I will make sure my friends and family don’t either!!!!.Gigibear514Version: 8.0.1

Disrespect to your Loyal Customers…After YEARS of ‘testing’ this App, you still only offer it in a FEW SELECT areas. I have to ask WHY? Even if you want to test market new products in select areas and offer discounts or free items to consumers for their feedback and opinions, no problem. In the meantime, you are leaving millions of loyal customers left to navigate the old fashioned way through the internet and spend more time aimlessly wandering around slow servers and your website, as we try to see what’s new, what’s on sale and then place our order. All while you are offering this APP to others, with a much better interaction, faster process, and certainly better offers on your products. Yet for those of us who still don’t have access to the APP in our area… can’t even so much as “use more than one offer at a time” when purchasing from your website OR in your stores. It leaves all of us questioning exactly WHY WE EVEN DO BUSINESS WITH YOUR COMPANY IN THE FIRST PLACE? After all, if we’ve learned anything in the past year and a half, it’s certainly that we need to SUPPORT ONE ANOTHER, not turn our back. So I say to you… “Will you find it important enough to make your APP available to EVERYONE at the same time?…. If we as customers find it important enough to US to STOP BUYING FROM YOUR COMPANY because YOU DON’T SUPPORT OR RESPECT OUR LOYALTY TO YOU.” ??? —— Trust me, there are always others who are willing to “respect the SUPPORT given by their customers”… after all, without customers… there can be NO COMPANY. Just thought it was time someone gave it some thought. One day you might realize us common people really do know what will work best for everyone. Problem is…. No one in charge ever takes the time to talk to us. ~ A.S.B. (NashvilleTN).LoveFam95Version: 4.1.0

Price adjustments and return policyTerrible customer service staff. They struggled to explain the policy, and after I called to request a price adjustment on a purchase from the day before, to honor the existing sale prices I spoke with 3 separate reps. I assume I understood correctly that they are not allowed to honor sale prices on their own product even if the product was bought the day before. One of the reps informed that I can cancel the entire order if I want to, but not until the order is shipped. When the order shipped and I called to cancel it all because the sale price was not being honored, I was informed the order cannot be cancelled (contradicting the 1st rep info) but I can just wait to receive the order and then return it at the nearest store. I am amazed and disappointed that this company would rather a customer return the entire order of $119 than honor their own sale prices and adjust the price on the items the customer bought and allow them to keep the product they enjoy. The customer service is TERRIBLE!!!! And they really should learn how to explain the company policies, as terrible as they are. And to Bath and Body Works I would say - Put the customer first!.Average Customer #1200Version: 6.2.1

Customer CareThey have the worst customer care. Whether it’s on the phone or in the chat. The first rep asked me for my email, I gave it to her and she said it was wrong. I said I know my email and I even log into my account with it. Then she started raising her voice. I asked for a supervisor and she refused. Then she started to pretend like she can’t hear me and asked me to adjust my phone I adjusted it 3 times from car to speaker and then regular still pretend to not hear me. I hung up and called back. The second rep took a minute even get on the phone but I can hear the background and the smoke alarm chirping. She finally get on I asked to speak with someone to report the first rep. She asks what’s the problem. I said I need to speak with someone to report this and I don’t want to be repeating. She asked my info Im like can you transfer me to a supervisor. She has a problem with transferring me also. She says she needs my name, no you didn’t I will give it to the person Im making the report with. I asked her to disconnect the call she says she can’t cause she needs my info. Then later transfer me after just sitting on the phone for 30 min with silence. Disrespectful and rude..Dorseygirl3Version: 7.1.0

Cart checkout is so bad!!!I’m the person that likes to shop and add everything to the cart and then proceed to removed the items I don’t want to buy process of elimination and go from there, but the app makes it so hard to remove many items and it takes forever to load after just removing one item I have to constantly close the app and reload multiple times for it to load once before it taking 5 mins to load my cart again. It’s so inconvenient to only be able to remove one item at a time and it being such a slow process. There should be an option where you can select multiple items you wish to remove or save for later that you can het rid of or move with just one action instead of having to individually move each item. As well as the loading time or processing time for it to remove or move the item from the cart is too long maybe something to speed up the process currently it’s taking like a for than a minute to load an reload at times it doesn’t even reload my cart again and I have to completely exit the app and reopen it multiple times just for it to load my cart..BslajdlwjdlnfVersion: 6.2.1

New update and redesign is TERRIBLE!!The previous iteration of the app wasn’t perfect, but whatever issues I had with it weren’t serious enough to warrant leaving a review or for me to even remember them off the top of my head. They would just be a minor inconvenience in the moment at worst and that was it. Overall the previous versions have been pretty nice overall. Oh ya! My biggest annoyance is the auto-brightening of my phone screen to max brightness whenever I select to view my rewards and then being surprise- blinded each time, especially since my eyes are light-sensitive. Please do away with that! If I need to brighten my screen more for the stores to scan my phone then I will do that myself. Now, the main issue - idk what happened with this newest update. But can we please change it back?? First off, it may seem like such a little thing but put the company name/logo back at the top. Second of all, there’s a lot of bugs and kinks that need worked out. I appreciate the attempt made to try to make it easier to sort my cart out between what’s available for pickup in store versus what can be shipped to be, but if it doesn’t work right then it’s kinda useless. I don’t like that I can no longer move stuff from my cart and add it to my love-it/faves list, I don’t like that I can’t scroll through items in grid view anymore to view more than 2 items at a time on my screen when browsing, especially when I have a large screen size to utilize. Also, when I try to sort by price: high to low(especially on wallflowers to see the cutest light up seasonal ones), that did not work correctly at all. Overall there’s just too much wrong with this new design of the app and it’s hideous looking too. Please undo it, there was minimal wrong with the previous design and overall it functioned much better. It was also just way more aesthetically pleasing too!!.DragonStormGoddessVersion: 10.1.1

Good luckGood luck trying to get the customer support chat to work. If you navigate away from the chat, there is no way to get back to your representative. Which is cool, since they ask you your exact order number, some other personal data, and an item you ordered for verification purposes. If you're like me, you might not remember what order you placed a month ago that still hasn't arrived, and if you have to close the chat to find out, by the time you get the information you'll realize there's no way to recover the chat in the app. You get to do the whole thing all over again! Super fun and great! Then as soon as the representative ends the chat conversation (even if you still have questions), the entire chat will disappear so you won't have any record of it, nor any information on what the actual resolution might have been. Typing and searching boxes are messed up and cause more issues. B&BW has the money to afford to improve this app, but they haven't. You're better off skipping the app and just calling the company's customer support because the app is a pure waste of time. I’d give less stars if I could..JeoradVersion: 6.2.1

Why can’t I use the app?I live in Michigan and my state isn’t participating in a rewards program thing that won’t let me shop on the app at all because it’s the first thing you see when you open the app. There is nowhere to exit out of that, so I can’t even get into your app because of where I live...I can’t give any more stars than one because I can’t remember any app experience using your app. I just looked in through the other reviews and to the people saying shut up about not being able to use the app, are you kidding me? Apparently it’s been THREE YEARS they haven’t been able to literally get out of this page that is shown every time you enter the app! That is so frustrating to see people saying to **calm down** and that the app is great because they live in the “testing area”, when probably more than half of us can’t literally open into the app and use it AT ALL. Bath and body works, we are in the middle of a pandemic and nobody can go out and just shop instead! Now I know why I didn’t remember using your app, I never did! I don’t even see responses to any of the reviews from them so I’m expecting they won’t see this. Kind of disappointing....Say52gumVersion: 2.6.0

Disappointing app for a great storeI have loved Bath & Body works for 30 years; however the app and shopping options are often disappointing. My very favorite product is rarely available even though the store managers and the app chat never say they are discontinuing the item. Also I understand my very favorite candle scent is a seasonal scent but think I should still be able to add it to my “love it” list within the app even when it isn’t that season. The app acts as if that product doesn’t exist. For example I used the scan option to add it to my love it list. It is a fall scent. It isn’t even Halloween yet and the scan function doesn’t even recognize their own barcode. Very disappointing Bath & Body works. I spend way too much money in that store every year to have such disappointing experiences shopping online within their own app. It’s 2025. I think I need to look elsewhere bc if they haven’t figured it out by now, maybe my loyalty should be directed elsewhere. I hate to do that but I’m tired of being disappointed by a company I spend more money at every year than I spend on maintaining my vehicle..82cristinaVersion: 10.0

Not very user friendly appAlthough I am able to navigate the app, I find it not very user-friendly, compared with other shopping apps. I would like to suggest the following changes: 1) shopping bag - an icon on home page that will go directly to “shopping bag” is a must. Currently, I’d need to tap “shop” then “Shopping Bag”. When I’m done shopping but decide to wait before checking out, I’d like to be able to go to “shopping bag” directly without going to “shop” when I’m ready to pay. I don’t need to do more shopping. 2) love-it list - I can never get back to the items on my love-it list. When I tap the “love-it” icon on home page, it shows me how to add items to it. Items I’ve saved there before are not showing. I think this needs fixing. 3) wallet - I’d prefer this under account page. Then use the current “wallet” position to show “shopping bag”. IMO, these suggestions will make the app more intuitive and user friendly. One thing though that I love is the ability to online shop with store pickup. Saves me from shipping costs..CMAbellVersion: 7.1.0

Awful App + CS experienceThis app has been nothing but a headache. We have AI available on all platforms but you cannot update something as simple as your email address without losing significant hours of your life on the line with a customer service rep who is basically unable to help you. This app began with the need to update my email address as the one on file was no longer accessible. You would think this would be a simple fix. You would think!! It took over a week to get fixed because I had points and rewards on that email, and my first call into B&BW informed me I could not update my email what so ever. I went into the store to see if they could help, they tried but were unsuccessful, so I called B&BW again and this time was told I could creates new account & merge my accounts, that it would take several days for all my points + rewards to transfer over, this call took over an hour. FOR AN EMAIL UPDATE. But whatever. Okay fine. Got it fixed. Only to realize….drum roll…. They misspelled my email address in an epic way. As in, I have no idea how they messed it up so bad because it didn’t even resemble what I told them. I must truly be a glutton for punishment because I called in again today, the CS rep first line of suggestion was to please log out of the app, and log back in. Before I did that I let her know that I am currently logged into the app under the incorrect email address, and it has points that I want to use today is she sure she can help me. She assured me she could. Turns out she cannot help me. Well. I’m now logged out of my account and cannot get back in and access the reward that I have waiting for me. And… guess what…. I was told at the end of that call, but they can’t actually update the email address either on the app in the store. What the actual HAIL Bath and Body Works. Get with the times and make your app worth our time and money..Julia EstaVersion: 6.3.0

Needs workApp is quirky especially when you are trying to find a store that has all your items . I was updating quantities and when you change store, or change from shipping to pickup or visa versa it deletes all of your changes . It's not intuitive that you have to click apply changes after u change quantities before u make other changes. Making other changes shouldn't delete your work so far. I should be able to make all changes and then click apply changes Should also be a feature that suggests a store that has all your items . There are 5 or 6 stores in my area I am willing to go to and it seems each one was missing an item or two and it was annoying as heck trying to figure out what store to use. Should be a feature that shows how many of the items in your count each local store has like this one has all , this one 7 out of 10 and this one 5/10 Also , it's ridiculous to make $100 order and not get free shipping in this day and age , just saying.SkiguynycVersion: 5.5.0

What a wasteThis app is seriously a joke. If you don’t live in certain places (4) you can’t get the perks. Slow roll out for testing that has been over 2 years? How fair is that? I purchase in bulk every time I order for here or go to the store. GUESS WHAT? I won’t drop another dime on your products until you make it fair for everyone. You don’t even have a normal app for shopping. You’re upsetting your customers with this VIP members only nonsense. What this app has showed me, is your IT department is filled with idiots. The qualifications for the job must’ve been breathing. They shouldn’t test ran for a month or two max. Instead you all have dragged your feet and catered to a select few. How pathetic!!! Sad on your part really. Why keep advertising this mess on Facebook every day, all day. I’ve seen the perks in the sponsored ads you all buy into. It does no good if you all are not catering to all of your customers. I hope. That it hurts your profits to be honest. People can make or break a business. Your business motto here is unfair, disappointing, biased and to be honest a terrible way to do business. Get it together B&BW 😢.SaBora24Version: 1.7.3

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