I called and asked to speak to the manager. The girl said, "Let me get her" and put me on hold. I…read morehad my phone on speaker, and after 25 minutes of being on hold with nobody ever coming back to the line, I hung up.
I then called back and had to once again listen to a lot of information up front from a very slow voice that made it seem like it was longer than it actually was. When someone came to the phone I asked for the manager and the girl said, "That's me."
I told her about calling and being on hold 25 minutes and asked her if she thought that was acceptable, and she said yes. I said are you? So you think it is acceptable to leave a customer on hold for 25 minutes without ever coming back to the phone, and she again said yes, we're short staffed.
I then explained the reason for my call was because I had purchased several wildflower scents but have to keep buying the plugins because they burn out so quickly. She indicated she knew that they do. I told her I know someone out of town who had the same problem and that location let her trade them for new ones, and I was calling to see if this location would do that as well.
She responded no, it's against our new policy. I asked about the policy, and she said that they've had so many problems with these that they no longer exchange them unless they haven't been used, have a tag still on them, and within 90 days of the receipt. Through my questions she confirmed this is a problem that the company has dealt with for a long time, so they can no longer afford to swap them out when new ones go bad.
I told her I've already bought so many and have these scents I can't use, and asked her what was I supposed to do. She told me to not let a scent run out before switching to another scent. Then she told me that when I switched scents I should keep the unit unplugged for 3-4 days to let it reset. I questioned that. She said they aren't supposed to be plugged in all the time. I told her that is what they are made to do. Also there is no documentation anywhere to tell me this so how was I supposed to know. She said when I bought them the salesperson should have told me. I said with everyone I've bought, nobody has ever mentioned anything like this, and it doesn't make sense. She then said, well at least keep them unplugged for 24 hours.
At that point, I asked, are you making this up. She of course said no. I said, well it seems like you are just pulling stuff off the top of your head, and you are giving me conflicting information. I said to summarize this, your company knows that they are and have been making and selling a inferior product, one that isn't cheap at all, and one that although more than twice as expensive as Walmart, lasts only through a few scents, and sometimes not even through 1. And you tell me that it is because I need to do these things (above) in order for it to not go bad. She said yes.
I said, well I'm sure you don't care, but I'm not sure I want to shop with your company any longer. Have a nice day. I hung up and am still shaking my head at this entire conversation. I thought Bath and Body Works was better than this.
