I am writing to formally file a complaint against Bath & Body Works regarding both an in-store…read moreexperience 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 (ID: 3954336), 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 was also reported to the Better Business Bureau.