Review Insights · App Store
Bath & Body Works | B&BW
Bath & Body Works Brand Management, Inc. · 1,941,442 ratings · ★ 4.9
4.9
★★★★★
1,941,442 ratings
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Top complaints - extracted from 76 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"bath"
15 negative reviews mention this · 20% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
2
"body"
14 negative reviews mention this · 18% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
3
"works"
14 negative reviews mention this · 18% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
4
"account"
14 negative reviews mention this · 18% of all complaints
★★★★★ "HORRIBLE APP. I can’t login. Keeps saying “We've updated our account requirements. Tap below to update your account on our website. Come back to the app to sign in when you've finished!” But it’s a constant loop. No one seems to be able to help. I also k…" - A5hl3y13
5
"order"
13 negative reviews mention this · 17% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
6
"every"
13 negative reviews mention this · 17% of all complaints
★★★★★ "Checkout is terrible. The app is beautiful but something must be wrong with inventory/cart/checkout etc. because I have tried to checkout six times and every time something is suddenly unavailable (but still shows as available on the app). If more than one thing…" - Ab34512
7
"customer"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
8
"bath body"
12 negative reviews mention this · 16% of all complaints
9
"something"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Checkout is terrible. The app is beautiful but something must be wrong with inventory/cart/checkout etc. because I have tried to checkout six times and every time something is suddenly unavailable (but still shows as available on the app). If more than one thing…" - Ab34512
10
"body works"
10 negative reviews mention this · 13% of all complaints
★★★★★ "Don’t even try. I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath a…" - JohnErtekin
11
"rewards"
10 negative reviews mention this · 13% of all complaints
★★★★★ "Rewards. I had 5 rewards available and it no longer showed. I called a representative who told me that he fixed it. All it shows is that I used it. Please fix it. My shipping and billing addresses showed a Delaware address. I never lived in De…" - Sweeper501
12
"update"
10 negative reviews mention this · 13% of all complaints
★★★★★ "HORRIBLE APP. I can’t login. Keeps saying “We've updated our account requirements. Tap below to update your account on our website. Come back to the app to sign in when you've finished!” But it’s a constant loop. No one seems to be able to help. I also k…" - A5hl3y13
📋 All 76 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Overall, very buggy app
This app has so many bugs the wallet never loads and the points don’t sink across different pages of the app
WHAT??!
I cant even see the new collection or some products what is going on with this damn app?!
Don’t even try
I ordered via the app and chose standard delivery. 7 days after placing the order they had not even packed it. Still has not shipped 10 days in. Tried to call customer care, waited on hold for 20 mins just to have the call ended from bath and body works’s side.
Honestly, if you can’t go to the physical location, there are companies that will ship your soaps, cover shipping and handle it with care / support vs B&BW in its current state. Needless to say they have finally lost this customer for good.
Honestly, if you can’t go to the physical location, there are companies that will ship your soaps, cover shipping and handle it with care / support vs B&BW in its current state. Needless to say they have finally lost this customer for good.
Checkout is terrible
The app is beautiful but something must be wrong with inventory/cart/checkout etc. because I have tried to checkout six times and every time something is suddenly unavailable (but still shows as available on the app). If more than one thing is unavailable and you remove the first one the list resets and you cannot tell what else was not available. When you think you removed them all surprise! Something else is not available. It is very frustrating. Also, despite adding gift cards to the app you must reenter them each time you attempt to checkout. The user experience is just awful.
Dumb
Can’t seem to log into the app anymore. Says “login error” but can log into online just fine. Worthless app.
Rewards
I had 5 rewards available and it no longer showed. I called a representative who told me that he fixed it. All it shows is that I used it.
Please fix it.
My shipping and billing addresses showed a Delaware address. I never lived in Delaware. I had to change it back to my New York address.
Please fix it.
My shipping and billing addresses showed a Delaware address. I never lived in Delaware. I had to change it back to my New York address.
Bring back the old rewards
They changed the rewards system and excluded basically everything I’ve ever purchased with my rewards. Candle/soap holders?? It’s ridiculous to pick and choose what we spend our “reward” on! I’ve been a customer for years and to say I’m disappointed is an understatement.
App sucks
Every time I use this app it takes forever to load unlike other apps on my phone and when it does load while I’m browsing if I click one item and read the detail then exit out of it, it’s fine but as soon as I click another item the app automatically freezes then closes itself out! This is the only app on my phone that does this!
HORRIBLE APP
I can’t login. Keeps saying “We've updated our account requirements. Tap below to update your account on our website. Come back to the app to sign in when you've finished!” But it’s a constant loop. No one seems to be able to help. I also keep getting the “something went wrong” I sat in the chat online for over an hour with 4 different people waste of time! I’ll
Never shop BATH & Bodywork’s again. Victoria secret here I come !
Never shop BATH & Bodywork’s again. Victoria secret here I come !
Broken Account System, Horrible Customer Service
Bath & Body Works has allowed a known account system defect to continue for almost a year. Despite repeated promises that it would be fixed, the company has provided ineffective solutions, failed to escalate the issue, and continues to deny access to rewards benefits we are entitled to receive. The ongoing failures, lack of ownership, and complete lack of meaningful resolution are unacceptable and extremely disappointing.
0/10 would not recommend
The customer service associates are incompetent. You will literally have to repeat yourself multiple times and they still won’t understand. Something as simple as an address change, is impossible to fix. Both them and the carriers they use are very incompetent! I canceled my last order and I will never order from them again.
App issues
I love Bath and body Works I am a longtime customer and rewards member… but in the last 4 to 6 months there have gradually been increasing issues with the app. At this point I can’t even log into the app after it logged me out. There have also been issues with the cart and registering sales or promo codes. Also if something is not available in store but is available to ship the app freaks out and won’t let you purchase anything. Now that I’m not able to login this doesn’t matter as much but for the last six months or so every single time I made a purchase my rewards points would not update and so I would have to sign out and sign back in in order for it to update. All of these issues are exclusive to the app and not the website. I can login on the website, I can purchase things on the website and it registers all of the codes and sales on the website but not in the app unfortunately.
Horrible app and horrible website
Not sure what’s going on if it’s because of the sale but I thought I’d try the app since the website won’t let me check out. The app force closes when I try to complete my order or changing a store location. Horrible to purchase all around online
Can't log in
Whenever I log in it just refreshes to a logged out account page. Unusable.
Won't let you login
Keeps saying "unknown error" when I try to login even though my password is correct. Online support was useless.
App doesn’t work
I go in to buy things out of Bath and body Works every time I buy something from here I gotta change my password or email and I’m sick of it so I’d rather not buy anything from them. They got the worst app ever they do not update their app or anything I’m sick of this.
Store pickup unavailable
When I go to check there’s a message that none of the items are available to pickup in any nearby stores…tried to remove the items and try again, add different items but got the same message which would force me to ship the items instead. So o tried the website as a guest and was able to complete the purchase to pickup in store.
Cannot log into app
I’ve reset my password, uninstalled the app, cleared the app data in my settings, and made sure my phone is up to date. I have the newest iPhone, and I have even called customer service and they said my account doesn’t have any suspicious activity on it and I shouldn’t be having issues logging in. I can only access my account when I log in through the website. It keeps saying “unknown error” when I try to log in and has for the past 2+ weeks. Please, Bath and Bodyworks, fix this error!
Caught In a Loop
This app makes me renew and update my account information every time I log in. I do so in a browser and come back but I get the same message over and over. I’ve tried uninstalling and reinstalling.
Disappointed
I’m irritated that the app no longer supports older phones. I can’t use the app or sign into Bath and Body Works on my phone any longer. That means I can’t access my rewards or coupons.
Awful
I have tried to use this app and nothing but issues. I miss out on points and free gifts because every update kicks me out and I can’t recover my password. I’m not alone on this issue either. The only app out there that does this is yours. Hire better developers please and maybe fix the issues effecting consumers.
App not working
Even after reinstalling app unable to login. Unknown error Desktop site works fine.
Fraudulently charged my card
I attempted to make a purchase and the app said my card declined, I tried twice more and it said card declined. I come to find out through my credit card company my card was charged 3 times though no order was placed. Customer service was useless and said it was a glitch with the app and there’s no way to document and fix this.
Lost Giftcards
My family loves shopping here but the app is pretty horrendous. App just deleted a gift card I had saved for months with no issues. Also, before this happened, trying to use the gift card or a promo code they provided was impossible. The app wouldn’t recognize the code or that there was a gift card balance available. Would just shop in person and keep all gift cards physically or snap shot it into your photo gallery.
Buggy and crashes constantly
Every store wants an app but most can't properly make one that works
Password Reset Email
Can’t access my account via app or web browser, I have tried multiple times to send a password reset email to myself. Spoke to two different associates on their customer support chat and was told the issue was being escalated, still no email. Of course I’m getting marketing emails though!
Loading issues
The new app with glossy photos and detailed descriptions takes too long to load. When deciding on scents, I just want to quickly read the notes and move on.
App turns music off??!!
WHY DOES THIS APP TURN MY MUSIC OFF THERE IS NO REASON FOR THAT THIS APP DOES NOT EVEN HAVE AUDIO PLEASE FIX IT
Never works
Since the moment installed, only thing being able to do was register .. nothing more at all
Save yourself the frustration and use a web browser
This app is terrible I’m not sure how it has such high ratings. They HAVE to be fake. The worst part of this app is the search function. It is very difficult to find certain things, especially the orange ginger aromatherapy. I can only find it if I use their website. I had to add it from the web browser, it showed up in my cart after that but I couldnt find it using the search terms: ‘orange ginger’ ‘orange’ or ‘ginger’ alone. Couldn’t even find it under ‘aromatherapy’ ‘body wash’ or ‘foam bath’. This app has always been awful for years. It crashes constantly. The functionality in general and navigation is terrible. Just use the site.
My gift cards were all zeroed out
After the update my gift cards were all zeroed out with no recourse since I didn’t have the physical cards anymore
Can’t close my account
The store let someone open an account using my email address. For the last couple of years I’ve tried to close my account and they make you wait for a month and then they don’t close my fake account. I’ve called, emailed, and used their chat option to get someone to close the account that I didn’t open.
New app not working.
I can’t log into the new app. I’ve tried to change my password but the new app will not send me a link in order to change the password. I do not like this new app at all. It’s not working. It doesn’t allow me to switch stores to see if I can pick up my items from a different store. Please fix this.
It doesn't work
This app doesn't work at all. I have deleted it reinstalled and have multiple other apps on my phone that work perfectly fine but this app actually refuses to work on my phone no matter what I try.
Terrible
I can’t even sign in. It keeps telling me. Hmm...
We've updated our account requirements. Tap below to update your account on our website. Come back to the app to sign in when you've finished!
We've updated our account requirements. Tap below to update your account on our website. Come back to the app to sign in when you've finished!
Slow and automatically closes
This app has consistently been difficult to work with. Its buffers so much that I’ve opted to not place an order on several occasions. It also force stops on its own. No matter how many updates are offered, it has the same issues.
Giftcard removed from app & unable to be replaced without original giftcard number
I saved my giftcard to the app and I noticed the giftcard was missing from my account on the app. I tried signing in to account again and deleting the app to sign in to my account, but it the giftcard was still missing. When I called customer service I was told it couldn’t be replaced without the original giftcard number. I didn’t keep the original giftcard since I had it saved to the app. So, I lost out on $40 or $50 worth of unused funds on a giftcard.
Worst app
Went to place an order, filled out all the info paid, got a notification from my bank $50 was paid to bath and body, then the app has an “error” and shows no item in my cart. No orders in order history just money gone out of my account. WHAT A SCAM RIP OFF!
I love bath & body works, but I’m frustrated
Why didn’t the app notify me about the special Mother’s Day event until 8 hours after it started??? I’m not telepathic, I don’t just automatically KNOW things. I would’ve chosen the butterfly gift set but what a surprise, it’s already sold out…
Breach of security
All my information on this app was stolen including my rewards. The girl who stole it is on Facebook and I can’t message her. Imagine that? This also happened to the girl who works at the local store. Imagine that. Do better Bath and Body Works
Update is terrible!
Since the recent app update, my app is extremely slow and it keeps crashing!
Terrible App
I put my gift card in the app thinking it was secure like how Amazon does it, unfortunately it disappeared and customer service is like oh well. Gift card was thrown out not thinking I had to keep it. It was $50 and the person was like oh sorry. Like I was lying. Googled it and it happens often to a lot of people. This app needs to be fixed and now I have to try to explain this to the person who bought me the gift card, so they can dispute the charge on their credit card. So annoying.
Can’t shop!
I’m trying so hard to buy something, however when I add my card, try with Apple Pay or PayPal it’s says something like “check the items in the bag some of them are out of stock bla bla bla” but I check every one EVERY SINGLE ONE and all of them are on stock and I TRIED SO HARDDDDD… rahhh
What has happened?
I have always loved my wallflowers but the last couple of years, I’ve been very disappointed. The scent is gone in a few days. I’m not the only customer who has noticed this problem. What has happened??
Breaking what wasn’t broken!
What is BBW trying to accomplish? Things were fine. Now hardly any sales or clearance. What you advertise as sales are not a true sale. Before there were deals, discounts where I would order the max number allowed on room sprays, wallflower refills, body mists and other items. Seems like now the shelves are bare! I have gone to purchasing other room sprays (not BBW) and plug in fragrances. Recent changes may mean losses for BBW. Is this the reason for this survey?
Wish list still available
The wish list is empty after this latest update. What did you guys do??? Seriously after the last update unless you added something new to your EMPTY LIST your other items saved wouldn’t show up. It’s only after adding a new item do they all miraculously show up. It’s still doing that. Please address and fix it.
Omg
What is going on with the app I can’t see anything
Delivery support is not good
You can’t cancel the order. You have to wait until you get the product and waste your personal time to send these items back. Such an effort to reduce returns or cancellations.
Oops
I have never been able to log into this app. I keep deleting and redownloading but every time it tells me Oops Something went wrong. It’s very frustrating. I just want my rewards!
Used to be awesome
I used to LOVE my B&BW app. All of a sudden a few weeks ago, it said it could not find my account. The email that I used to sign in was still getting promo emails and when I tried to sign in, the app said the email was not registered. So, I went through the pain of signing up with a different email. Now, none of the coupons appear in the wallet in my app AND the one reward that I have (the welcome reward) says there’s an error with it when checking out. Bath and Body Works…what the heck happened to the app? Did some intern get an opportunity to “improve” customer service and mess it up? Please correct the current bugs with it. I’m about to give up using my app.
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Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)