I have ordered hundreds of dollars of merchandise over the last few months from bath and body works. I recently purchased another large order and was notified that it had been delivered yesterday by Purolator. The item was no where to be found I had even asked neighbors if they received the item and they had not. I contacted Purolator and they said it had been delivered to the address but because the merchant did not opt for signature on delivery there was nothing they could do as the item was prob taken from where the driver had put it but on their end the product was delivered. They told me to contact the merchant which I did, I even saved screen shots from Purolator stating what they told me. The agent I spoke to at bath and body works told me that some of the items were no longer available and they couldn't resend the order which I was disappointed about as they were Halloween items and the order was delayed longer then usual as well. So the agent told me that I could call in today after 24 hours and they would fully refund my order and I could re order similar products. So I did I called in and one agent told me I had to wait yet another day! I was so angry I called back to a different agent and explained my conversation last night with one agent who told me to do one thing and then the other agent again delaying me again today she said she would immediately rectify the problem and have my money refunded and I would receive an email about the refund. I received an email from them that said my refund claim had been denied! And to try again tomorrow! This has been the worst customer service experience I have ever experienced in my life and I'm a manager in a hotel and know my way around customer service in and out and this company does not follow any guidelines for it, they change their rules as they see fit and no agent has the same information on how to deal with this type of issue. My family and Co workers order hundreds of dollars of candles and air fresheners from this company and we are now all refusing to deal with this company again now I will await until tomorrow Sept 1 and call again for the 4th time to see if they will grant me the 202 dollar refund in the items that I did not receive and apparently are no longer available on the website. They should really opt for signature service on orders over a certain dollar amount. If it had been a small order then OK I understand but my orders are always over 200.00 with them and to lose that much product and items without any knowledge of whether I will receive a refund or not is very frustrating! Avoid buying online with them for sure. And if possible find another fragrance provider which I am going to do!

You send out coupons that literally do nothing. Your "Free body care of your choice" literally only covers body wash and lotion. Doesn't sound like a choice to me! They used to ALWAYS cover the body sprays, and now, conveniently they're more expensive than the coupon. If you're prices are going up, maybe your bull$#*! coupon should, too? $#*! this place. You're increasing your prices through the roof and it's all $#*!. I have THREE double wallflower's (dual action) and they all stopped working within 6 months. Paid $25 a piece for them! #lostalonglonglongcustomer

Recently, I saw a Facebook ad for Bath and Body, with a picture of a sandcastle nightlight fragrance plug. I asked about the product at a store. The lady gushed, and told me how cute it was and that they had only gotten 3 in and sold out right away. I was told to check back at a later date to ask if any came in their next shipment. At another store across town I asked about it and was told they hadn't seen anything like that, but to check back after they get their next shipment in. Today, I thought to look online and saw that the item is listed as an online exclusive! So, why do the store reps not know this kind of thing? I have to image that they will often be getting questions about things people see online. They should have a list of "online exclusives" so they can tell the customers to look for them online and not waste our time waiting and calling about something that isn't going to come in! And, how did one store get an online exclusive item, or was the store clerk just making it up?
I read reviews on the website that showed people taking pictures of a gold version when the website only shows silver. I started a chat and asked about the gold ones, stating in my original question, that I had seen them in people's reviews. The chat rep just dismissed me, saying, "Oh, I hope we get them in gold, that would be beautiful!" And referred me to sign up for emails for the latest future product information! I then told him again, in plainer English, that they had to have had them before, because I was seeing pictures of them in the reviews. Only then, did he decide to try to be of more help for me by calling someone. But in the end, could still only tell me that they only had silver ones at the moment, and again referred me to sign up for emails to get future product information. In other words... Don't bother us about product. We'll email you with what is coming out.
By, the way, I think they missed the mark on this design... It should be sand colored, not metallic. I saw it briefly while scrolling through Facebook and didn't take time to really look at it. I just made a mental note to check out the Sandcastle nightlight... The rest of the design is very cute and I thought the gold at least looked closer to sand. As it is, for $32.50 for sand castle that looks like plastic metal, I decided it just wasn't what it could have been. But the fact that no one in stores or online could answer me about the product with factual answers, and at first, getting absolutely dismissed as though I was wasting someone's time was enough to send me looking for a place to write a company review. Companies just don't care about customer care anymore.

The pictures I've attached are screen shot from the review section on the nightlight showing distinctly a gold product, that nobody in the company seems to know anything about and can tell me no information on.

I have no proof of purchase, because I decided not to buy the product after the experience, which is why I am writing this review.

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

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

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

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

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

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

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

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

A lot of fragrances from bath & body works smell amazing, some scents don't last as other but I've always told myself, you take the good with the bad. They have sales that sometimes are for online purchases only & others that are in store only, I get it, but where do they draw the line at what's fair to the customer? I've been patiently waiting, hoping they would allow you to order online & pick up from the store, thinking whatever you order will be shipped with their normal delivery & the customer won't have to pay a shipping charge. Well, they finally did it & guess what?!?! They still find a way to screw the customer! If you have a small order, their normal s&h is $9.99 but if you order more then your s&h drops to $5 & sometimes they offer it for free if you spend a certain amount. Currently they have a white pumpkin candle that is free with any purchase. Sounds great right? Aim theory sure, but if you're wanting to pick it up from the store, it's not an option unless you pay full price for it. I added it, along with other items to my cart, was given the option for store pick up for everything & then when I added the discount code, all of a sudden it added a charge for s&h. Really?!?! How is that fair to the customer?!?!? I'm done with B&BW! From now on I'll just stick to target, Sephora, Ulta, home goods, TJ Maxx, Marshalls, department stores, anywhere else that sells body fragrance, candles, & anything else that B&BW might sell. This was the final straw with my patience for their treatment towards customers that pay stupid amounts of hard earned money for their crap that is better being bought elsewhere!

Update:
I thought I'd give B&BW 1 more shot. I ordered online for pick up & now my 2 star review is going to a 1 & I am done with them. I picked up my order, I saw everything was there & I set the bag on my table & it stayed there for a couple of days. I kept smelling one of the wallflowers & couldn't understand why since nothing was plugged in yet. When I looked inside this is what I saw (see picture). Caps on 2 of them were unscrewed but the seal wasn't broken & it still managed to leak everywhere! It's bad enough that was the first of 2 orders I placed at a different location because half of my order that I did get, ended up being canceled due to it not being in stock like the website let me to believe & the 2nd order was canceled altogether for the same reason. They force you to either go to the store or pay shipping, which thanks to Covid now is not really the best time to do that. They're just another greedy business who does what they can to make the most money regardless of what's going on in the world. Thanks B&BW you've lost a whole family of customers & then some!

It smells ssssssssssssssssssooooooooooooooooooooooo
Good. I use it all the time and everyone that I come into contact with say that I smell YUMMY.

What are your consumers give me at lease 6

I love there body wash and candles.