I am taking time to write an epic review because of the highly inappropriate behavior of store…read moremanagement, which ignited the spark for my decisive Bath & Body Works revolt...
This was one of the worst experiences I've had at any Bath & Body Works. Buying, and even exchanging candles, should be relaxing and enjoyable, not stressful.
I brought in brand-new, never-burned fall candles that that are currently on the shelves. When I received my online order after blind buying, I decided that I did not like several of the scents.
These were brand new candles, I had my online order number, and my Bath & Body Works app contains my complete purchase history. This should have been a simple drama free exchange.
Instead, Marley instructed what an apparently new employee to process the transaction as a "no receipt" return. I immediately said I was not comfortable with that because I did have proof of purchase. Customers should not be asked to process legitimate purchases as "no receipt" returns simply because the company's online and in-store systems don't communicate effectively.
Throughout this unnerving lengthy interaction, I did not raise my voice. Marley, however, repeatedly raised her voice and becoming increasingly agitated. She proceeded to waste even more time "mansplaining" some policy to me that has never been my experience doing an in store exchange. instead of listening and trying to resolve the issue, she kept this incessant verbal loop going. I even told her there was no need for the situation to escalate over a simple candle exchange.
The interaction took place at the front cash wrap, in full view of other customers, making what should have been a routine exchange feel like a public ordeal. I left feeling embarrassed and singled out.
To make matters even more confusing, after processing the return, Marley rang up the replacement candles as a new purchase and showed a total of approximately $65. I had brought in current candles to exchange for other current candles of the exact same price that were on the sales floor.
To save my sanity, I asked her to simply give me back the candles I brought in because I had used a 20% coupon. She told me I could not buy them back for the same price.
This was my final breaking point with
Bath & Body Works.
Just a money grab...
Bath & Body Works mass markets to what they call "consumers," not customers, to purchase seasonal collections, "limited-edition" fragrances, and online "exclusives'l many of which are blind buys because customers cannot smell them before purchasing.
If that is the company's business model, then the exchange process should be easy, respectful, and customer-friendly when someone simply doesn't enjoy a fragrance.
Instead, what should have taken just a few minutes turned into a 40-minute ordeal. It was 40 minutes of my vacation time that I will never get back. I walked into the store excited to smell more of the new fall collection and exchange a few candle scents. I left feeling upset and embarrassed over what should have been a routine transaction.
More importantly, this ordeal was not fair to the other customers waiting in line. If I had been one of those customers observing this ridiculous drama over a simple exchange, I would have put down my basket and walked out. I have seen shoplifters running out with overflowing baskets being treated better than I was in this store.
This experience has made me seriously reconsider shopping with Bath & Body Works. Premium customer service is about treating loyal customers with courtesy, respect, and professionalism. This company will never move beyond its current status given the increasing lack of service as made blatantly obvious in this store visit.
