If I could give 0 starts I definitely would! The customer service is piss poor horrible. I am writing to formally file a complaint against Bath & Body Works regarding both an in-store experience and unresolved customer service issues that followed. On March 29, 2026, I visited the Bath & Body Works location at 43151-B Crescent Blvd, Novi, MI 48375 to redeem a coupon valid for any item up to $18.95. I attempted to apply it toward a teacher gift box priced at $19.95, fully expecting to pay the difference, as I have done at other locations. However, the cashier whose name badge was intentionally covered, treated me with clear disrespect and refused to honor the coupon correctly. She spoke in a rude and dismissive tone, argued unnecessarily, and ultimately pressured me into selecting a lower-value item I did not want. The interaction ended with her aggressively tossing my receipt into the bag and responding sarcastically. Immediately after, I contacted customer service and was informed that I was correct in my understanding of the coupon policy. I was issued a $20.00 gift card as resolution. Unfortunately, when I attempted to use the gift card, it disappeared from my account and later showed as "already redeemed," despite never being used. I contacted customer service again on March 31, 2026, and was told the issue would be escalated with a 3-5 business day response window. After receiving no follow-up, I called again on April 4, 2026, requesting a manager. After some resistance, I finally spoke to one, who repeated the same delay timeline and offered a 20% discount code, which did not resolve the issue. As of today, I have still not received any replacement gift card, nor any communication regarding my case. This entire experience from the unacceptable in-store behavior to the lack of resolution and repeated delays. Reflects a serious breakdown in customer service standards. As a manager myself, I find this level of unprofessionalism deeply concerning. I am requesting the following: * A replacement of the $20.00 gift card that was never used * An additional $10.00 compensation for the inconvenience and time spent resolving this issue * A review of employee conduct at this location, including enforcement of proper identification and customer service standards * Improvements to Bath & Body Works' escalation process, particularly eliminating unnecessary delays when simple resolutions are possible I appreciate your time and attention to this matter and look forward to a prompt resolution. This issue has also been reported to the Better Business Bureau. read more

This store is always very organized and smells so good! The employees and manager of this store are so sweet and kind. They really do help you with whatever you are looking for and always try to find ways for you to save on your total purchases! Also I am a little biased because I work here myself part time! Did you know the company gives its employees a huge discount when you work here of 40% off! Then once a month they give you 50% off on usually the last Friday of the month. Which is really unheard of as far as employee discounts go! It's a really fun company to work for. They also give you seasonal free product on occasion just to try out yourself! That way you can help promote new product! Also when we help you, we are truly helping you, we don't get commission from it! We enjoy customers and making sure they totally happy and satisfied with whatever they are buying here! Right now they are hiring for the Holidays! The candles here are just amazing! I have been only buying their candles for years because it is the only candle that guests or yourself can smell when you walk into your home! The ladies that work here are so patient and helpful when it comes to training too! I can't say enough about how wonderful and caring these ladies are! Come shop or join the team or do both! You won't regret it! read more

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I gave this store another chance as I have received very poor customer service from a manager there in the past. Well, not much has changed! Managers Luisa & Jamie are horrible with customer service! Went into store to do an even exchange for a different color item and they wouldn't do it. Even when they were told by customer service that it was approved. They said it was their store and they make the rules! Worst customer service ever at this store. Plenty of other B&BW stores around to shop at. Would never walk into this store again! Luisa is worst manager ever. read more

I purchased 17 candles from Bath and Body works and so far 5 of them has burned less than halfway before I was no longer able to light the wick again. I atempted to return the candles to my local store and was since I used the candles I cannot return even though I didn't want a refund I wanted to exchange them. I'm very disappointed because I love this store 90% of the soap, lotion and body sprays I use is from Bath and Bodyworks. I even own multiple bottles of their perfume. But after this experience I will not be shopping at this store and longer. read more

Smaller than the one in 12 Oaks Mall, but easier to get to for a quick trip (like that would happen if you know this place). Lots of parking, located between Grand River and I -96 off of Novi Rd. It is in the back of the shopping center. While this time I saw more floor space to candles (maybe because of all the power outages lately) still had a good selection of "flavors" so if you like fruity or flowers or strong perfume you will find what you are looking for. I come a couple times a year especially when I get good coupons in the mail to stock up on wallflowers and seasonal warmers; bath gels, and a body spray when needed. Service is friendly but not overbearing. Will be back read more

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Purchased an item for pickup at a different location. Upon arriving, I find out the items I went to get were canceled because they were no longer available. Okay, no big deal because things like that happen and also, if I would've checked my email prior to going to the store, I would've know before getting there. There were other items that I was picking up so it wasn't a complete wasted trip. What was a waste was me calling the Novi Town Center location on Crescent Blvd to ask if they had the product that was canceled. I was also specific about what I was looking for. Made sure I told her what I didn't want it to get confused for (I didn't want the product with mint in it for I don't care for the feel on my lips). She put me on a very brief hold and said she absolutely had them in stock. I asked her to hold them for me and that I was on my way. I get to the store and let them know I was there for a pickup. The gal met me at the front counter and handed me this lip gloss WITH mint in it. The one I was specific about NOT wanting. So irritating that they either don't know their products or that they don't listen. Neither is good. I ended up calling customer service and they were very helpful. My whole reason for picking up was to avoid shipping and I end up driving around trying to hunt down this particular product. Please!!!!....educate your staff on knowing the products they're selling and to listen to the customers when they call regarding the products. I'm not sure I'll visit this store again. read more

I was at this store a while back. During Christmas. I tend to hit multiple shops looking for my winter candy apple. I wish there was another scent I liked more or equally as much, especially since it's only seasonal. Service was friendly and the staff are always on the ready to assist me to find a new scent. I only tend to like one scent at one time though. I wasn't successful in finding my lotion. read more

I went to the Bath and Body Works in Novi on Creacent Blvd and this was the first one I went to where all of the many sales people on the floor completely ignored me and never once asked if I needed assistance. I needed help but they were servicing others. so, one decided to then ask if I needed help when they were getting ready to close.This is unlike all of the other stores who are so willing to help. was disappointe. read more

If you want affordable smell goods including candles, body sprays, bath products or lotions then this is your spot. Nestled at an angle smack dab in the center of all anchor stores at Twelve Oaks Mall on the upper level it's in a prime location to search for the perfect gift or browse for your favorite scents. In addition to the usual classics they also carry seasonal scents that with the weather and holidays. What drew me in was the beautifully done, colorful displays coupled with the luring smell of something wonderful almost yummy drawing any passerby in. And then there is the staff... talk about engaging and friendly, but not at all overbearing. I received the most amazing hand massage from one of the store's staffers with one of the featured products, a cocoa butter hand cream that I then just had to have. The testers available for each and every product allows shoppers to sample all products directly. But adding things like hand massages to experience how products can be used takes the testing to the next level. To expand on the items made especially for the body, the items for the home and car like the candles, wallflowers and car scentportables offers the ability to experience your favorites scents in a different way. If you like pleasing your sense of smell with wonderful aromas, testing out different products for yourself and having a helpful, friendly resource available for questions, then you should stop on in to the Bath & Body Works in Twelve Oaks Mall. read more

This is a very, very small store...but don't let the front fool you.. Inside they are packed with all the goodies you could ever imagine!!! From candles, to lotions, and soaps to shower gels... A rainbow of spritzes and any scent of antibacterial gel your heart may desire!!!! Did I mention the last two times I was here how fabulous the ladies were??? I really don't care for the typical BBW salespeople... they usually hover over you suggesting everything but what you want... These ladies are great! Readily available for questions and to offer suggestions and or substitutions, but never once did I feel hounded in any way.. True Blue spa is the way to go.. treat your deprived, wintery skin to their Shea butter.. Or why not try a sugar scrub - exfoliate and hydrate all at the same time... May I recommend this shop if you need a gift?... Everyone loves bath and body items.. Even if you don't get the right scent, your recipient can exchange their item for anything at any time.. No hassles!!! Forget the mall, this is easy in and out Novi Town Center.. Park in front of the store, run in and get business done... Definitely my forever go to for skin care needs... read more

As an American male born in the 1970's, I am kind of sketchy about doing much more than lathering up and rinsing off. Maybe my discovery of Lush has in some way altered or corrupted me. At any rate, I wad told that this place has some great body wash for guys. So I checked it out. Turns out that I do enjoy three of their body wash scents: Oak, Noir, and Twilight Woods. As for the store proper...it is nicely laid out and the staff seemed friendly enough. Kind of pricey for my tastes...but check it out...I guess. read more

I just went to this store and by far the best customer service I've received anywhere. Jamie was so nice and friendly. I will Definitely choose coming to this store over any other. Thanks Jamie! read more

Wonderful experience, the employees were very kind and eager to help!

This store is very inconsistent. As it used to be one of my favorite stores because the staff was always so helpful and nice. It is now one of my least favorite just based on on one employee who is always there. Her name is Kelly. I have witnessed her do one thing for one customer and a totally different thing for another customer. She claims she's the manager but not quite sure about to that. Managers are not inconsistent like that. The store is very small and cramped it's hard to shop in there. read more

Bath and body works has a great deal just for today!! Save $4 on hand soaps!! Only $2.50!! The workers are always so nice when you walk in to when you walk out. Totally recommend! read more

Love this store. Always neat and clean. Staff is very helpful!!

Great place! Love the service :) the employees are always very welcoming and kind! Wish the store was a little bigger but other than that, no complaints! read more