Review Insights · App Store
Bath & Body Works | B&BW
Bath & Body Works Brand Management, Inc. · 1,941,537 ratings · ★ 4.9
4.9
★★★★★
1,941,537 ratings
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Top complaints - extracted from 72 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
"rewards"
13 negative reviews mention this · 18% of all complaints
★★★★★ "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 …" - Joann 40
2
"store"
12 negative reviews mention this · 17% of all complaints
★★★★★ "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 …" - Joann 40
3
"update"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Fix it. Tired of having to uninstall/reinstall every time I order just to update my points…." - skbean19
4
"items"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Can’t purchase items. I cannot order items for in-store purchase. When I try to sort by what’s available in the store, it shows that nothing is available. For a minute, it showed that my closest location wasn’t even there anymore. Please fix this because in-sto…" - MusicMcLover
5
"every"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Fix it. Tired of having to uninstall/reinstall every time I order just to update my points…." - skbean19
6
"order"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Fix it. Tired of having to uninstall/reinstall every time I order just to update my points…." - skbean19
7
"anything"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Item Limit. This app doesn’t allow you to buy more than 9 of anything. Even though the limit may be 24, it stops you at 9." - TinEggs
8
"went"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Annoying App. It is so annoying that just about every time I need to use the app it says ‘Oops something went wrong try again’ come on this is getting ridiculous now." - Bigislandbest
9
"customer"
9 negative reviews mention this · 13% of all complaints
★★★★★ "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 custom…" - Betty Llama
10
"since"
9 negative reviews mention this · 13% of all complaints
★★★★★ "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 custom…" - Betty Llama
11
"sign"
8 negative reviews mention this · 11% of all complaints
★★★★★ "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 custom…" - Betty Llama
12
"doesn"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Item Limit. This app doesn’t allow you to buy more than 9 of anything. Even though the limit may be 24, it stops you at 9." - TinEggs
📋 All 72 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").
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
Doesn't load
Doesn't load
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.
Endless loop to nowhere
I started signing up in the store at check out. Went home. Got an email link to add a password. Takes me to a page to put in my email and then says i have to get sent another email for a link to add a password. It’s the same endless loop. Completely pointless.
I can’t sign-in
I can’t sign-in and it keeps emptying my cart when I close the app
bbw is not a “luxury brand”
the only reason ANYONE comes into bath and body works is because theres typically a sale… mr ceo u are so greedy and not smart, reducing the amount of sales is ridiculous. mind u ive even worked for a bath and body works (worst job ever !) and literally no one came in on off sales days… no ones paying 18 dollars for a perfume that lasts 5 mins and uses ai images on labels unless ur as smart as the ceo ! good luck when bbw goes bankrupt tho
Logistics Suck
This app is counterintuitive. I’m signed in onto the app already, but it makes you sign in all over again to see account details or your gift card. It does not keep you signed in either.
Won’t let me log in
Can’t log in to my account, keeps saying something went wrong. Thanks
Music
Why does this app keep turning off my music….
10.2.0 wont’t let me add to cart
I’ve been trying to add items to my cart and I keep getting “Oops! Something went wrong.” I also get the same message when I go in my bag.
Unable to sign in…it’s been two years
Two years ago I used this app regularly. Loved everything about it. Then one day I made a nearly $200 purchase in store. The next day I went to check my app to see my points and I found my account had been hacked. My name (now random letters), birthday, zipcode, etc had all been changed. Worst of all my email was also incorrect AFTER I signed in with the correct one. If I went within the app to look further into things I’d get a pop up asking for my password to make sure I’m who I am, and my autofilled email (I couldn’t change it) was wrong. So it wouldn’t take my password obviously.
Anyways I have logged out (if and when I ever get logged in), changed my password 20+ times over the last 2 years. I have called customer support twice with receipts in hand; spent over 2 hours on my last call. I have spent 4 hours talking to various chat boxes. I have screen shots and videos of me signing into the app showing everything had been compromised. I have deleted and reinstalled the app multiple times. I have even since bought an entirely NEW PHONE and still have the same problem unable to log in period. The issue is the app.
I have no problem signing in on a web browser but the web version never loads any rewards, no points or coupons. Absolutely nothing. It’s as if I’ve signed in as a “guest.” There’s not even a page to look for rewards. I don’t know what to do. But this app sucks.
Anyways I have logged out (if and when I ever get logged in), changed my password 20+ times over the last 2 years. I have called customer support twice with receipts in hand; spent over 2 hours on my last call. I have spent 4 hours talking to various chat boxes. I have screen shots and videos of me signing into the app showing everything had been compromised. I have deleted and reinstalled the app multiple times. I have even since bought an entirely NEW PHONE and still have the same problem unable to log in period. The issue is the app.
I have no problem signing in on a web browser but the web version never loads any rewards, no points or coupons. Absolutely nothing. It’s as if I’ve signed in as a “guest.” There’s not even a page to look for rewards. I don’t know what to do. But this app sucks.
Annoying App
The shopping format is difficult because you cannot simply tap on the home button to go back to the home page, you have to hit the back button a million times. AND it always turns off whatever you’re listening to, so annoying! I should be able to listen to my music while I shop on the app.
Password reset
Password reset is working need support. I understand customer service is not important., displayed the fragrance poison this brand creates. Is there anyone of competence that can help?
Wont even log in
Ive been a customer with B&BW since 2011 and now I cant access my rewards unless I use an app that wont register my account or log in at all no matter how many times I try.
Sad
I have loved your products for years. I have a 16 and 18yr old daughter. We 3 have decided that we will no longer be buying your products due to the ownership being Les Wexner.
App won’t load
I spend lots of $$$$$ here BUT SINCE YOU HAVE GONE TO A DIFFERENT IOS THAN WHAT MY CELL CAN HANDLE (8) I CANNOT EVEN GET TO YOUR SITE !!!! THIS. SUCKS!! NOT EVERYONE HAS NEW CELL PHONES… ESPECIALLY BEING RETIRED & ON A FIXED INCOME!!! SUCH BS!!!!!😡😡😡😡
Last update the worst
Last update doesn’t work. Not good at all.
Unable to add to bag for the last few weeks
I can’t remember the last time I was able to add to my bag. Now that a sale is going on, it’s even more annoying.
Rewards program is useless
It’s frustrating when I spend a lot of money at this place and I don’t see any return . They take your rewards and if you don’t use it on their time you loose it which is annoying if you don’t live next to a store. One time I was able to use a coupon but the coupon wouldn’t work for me online, so when I finally got to the store, it was expired by a few days & the people at the store made it seem like I could just call them and they would give it to me again because I tried to use it, but the customer service wouldn’t give my points back or let me redeem in store. Then when they finally offered to redeem it online, it told me it wasn’t available in store when I was literally in the store looking at it.
Can’t sign in
The app update a couple days signed me out of the app and now I can’t sign back in. It’s gives me an error message saying check your credentials or change your password. It would be nice if BBW would fix this so we can use our rewards and order items.
It won’t even sign me in
My phone and iPad are fully updated and I can sign in online no issue but the moment I try the app it doesn’t work. And I tried to use the app because the website is glitched and won’t let me buy anything because of an old coupon I can’t even get rid of…y’all need to fix your app because it doesn’t work
Simple not working
They changed their set up and it’s way worse than before. I can’t see all the stores I can pick up from like Brea mall. Waiting forever to see one item show up at a time when I’m scrolling. What the hell. Wasting time much. Rather use the website than use the app if it’s that useless.
Fix this
Oh boy it would be so nice if this multi billion dollar company would fix things. Such as not sending the same code every time they send a email for a free item. I know I might be asking too much from them but that would just a nice thing for the ceo to fix just a thought. I would really appreciate it again from a multi billion dollar company.
Stop fixing things they aren’t broken
I really hate this new app the update is awful it wont let change option for in store pick up. I cant write reviews and cant heart anything. Im soo over someone saying lets fix this it could be better! Its 100% worse.
Hate it
I love the products, but I hate the new update for the app. I wish they could go back to the older one.
WHY DID THEY MAKE THESE STUPID UPDATES?
NO FILTERS! Can’t sort by price or store availability!? Or ANYTHING!?
I’m done!!
I’m done!!
My apple phone
My phone doesn’t support the iOS feature
Terrible
This app sucks! The favorite button is gone! Also, I hate how you no longer view multiple items at once like online and the app before the updates. Please fix this
Rip off
First time ordering, and it will be the last.
These products are overpriced. There's barely any fragrance in the car fresheners and after a week and a half, my car does not smell anything like the air freshener that I put in it. (Yes, I removed the backing. I'm not a moron). I am going to stick to Glade plug-ins, because at least I know they work.
These products are overpriced. There's barely any fragrance in the car fresheners and after a week and a half, my car does not smell anything like the air freshener that I put in it. (Yes, I removed the backing. I'm not a moron). I am going to stick to Glade plug-ins, because at least I know they work.
Updated App
Can’t find my rewards, shipping and pickup hard to use. Doesn’t update cart correctly. The worst!!
New App is trash
The more I use this new app the more I dislike it. No option to scroll multiple items per page so it takes double the time to see what’s out. You literally have to click for every little detail now. If you want scent notes you have to click the picture then click fragrance which goes to another page just to show the scent notes then go back then click reviews to go to the review page then go back. Before, everything was easily accessible all on one page like the website which I like. Placing a BOPIS order? No way to put in phone number for text updates anymore. I We are now back in time to email only. No wishlist or love it list anymore. I don’t get how you revamp just to make it worse. If you not gonna make it better leave it alone please!
Can’t get in
I’ve downloaded this app in the past and I never can really get into there and I got a new phone and re-downloaded it and I go into the app. It makes me re-sign in every time but it says it don’t accept one of my passwords or emails so I go and set up a new email every time then I go out and then I go back in it. I have to redo the same thing again. I wish they Would fix the problem.
App update
Being a senior citizen who has an older phone due to not being able to afford a new one I no longer have access to this app! Hate it! Can’t get my rewards or check on free items!
Bad app
My app hasn’t updated since last year. Also it has all these old coupons stuck on my MY REWARDS page. Something needs to be done!
New update
The new update is awful! Why can’t I sort anything?
Love it list?!?!
CUSTOMER FOR YEARS BUT I’m out!!! BEWARE if you used the reward program!!! And Where did the heart go? No way to add faves in app! Reward points have been incorrect for 2 months! My home screen says 20 pts until reward. My transaction history says 341pts. “Customer service” (not really but we can call it that) does not care and offers no way to share proof (screen shots) of this error and refused to give me the reward I was due based on the 20pts until next reward home screen-which is still there even after deleting and reinstalling. No longer a customer!!!!
Can’t use online pickup
I am unable to use “pick up in store” option anymore. It doesn’t show me at all. I am not talking about during sale or candle days (those I understand).
Non functioning app
Since changing the app it’s not user friendly at all.
+ 22 more in the clipboard copy
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)