Bath & Body Works

Write a Review989-345-3703

CLOSED NOW - Opens at 10:00am

Now that I have moved on from my employment with Bath and Body Works, I'd love take this opportunity to defend the store and add a response to Melissa C.'s complaint. Please do not let this person impact your decision to visit this store. Her poor review is packed full of false accusations and wild exaggerations.


Quite simply, she is one of those people who just cannot take no for an answer. She threw an absolute fit at the register when she was told that she could not use the same coupon 5 times. It is outlandish that one would expect a store employee to do that in the first place. I kindly told her it is against company policy but she retaliated wickedly. She was red-faced, shaking, and giving me "the death stare" over something silly as coupons for handsoap. Her behavior was bizarre, to say the least. I tried to rationally explain to her that we just received a memo the day before about the company cracking down on the mis-use of coupons, but she didn't care and kept complaining and making personal attacks and threats. Not wanting to argue, and realizing I was not dealing with an emotionally stable person, I went ahead broke company policy and allowed the coupon to be used multiple times to try to please her and calm her down. At that point I just wanted her out of the store because she was causing a scene in front of other customers (yes, there were other customers in the store despite her claims).


After she left, the customer who was behind her in line actually apologized to me for her- she expressed that she had owned her own business and has had dealings with horrible customers like that before so she had sympathy for me, lol, which actually did make me feel better and we just laughed it off.


Ms. C submitted this same complaint to my manager and basically what we figured by her use of terminology such as "cash wrap" (which is not common terminology for an average customer to be familiar with) was that either she was a disgruntled ex-employee or she has done her research and is one of those people who thrive on submitting complaints so she can receive free products/coupons/specials (yes, people actually do that!).


I loved helping customers and was actually promoted after that incident and I had several awards for outstanding customer service from my time at the store. It saddens me that this customer is staining the store with such hate simply because she is incapable of following a coupon policy. Furthermore, she was seen several months later trying to pull the same coupon scam at a different store in that same outlet mall. Don't take this customer's review seriously, folks. She wanted revenge on me for whatever reason- do not let it impact your shopping experience at West Branch Bath and Body Works. :)

My parents, fiancé, and I were stopping in for soaps for my upcoming wedding shower- hoping to buy 30 soaps. Upon entering the store, it was clear we weren’t wanted. Joselle was busy with shipment and prepping the store to close, mind you we asked if we were holding her up and she said the store closed at 7:00- we were there at 4:30. She was getting bank slips ready, cleaning up, etc. After we had to ask about store promotions, she showed us the clearance wall, and we directed ourselves back to the fall scents. Usually associates ask us what we like for scents, what we are looking for etc- this wasn’t the case. For any question we had, we had to go up to the counter, or near the door to the back room to get Joselle.

After grabbing a bag ourselves, we thought it’d be easier to load the soaps in a box. We didn’t want the pumps to pop up, or anything to explode from being jostled around. My mom went to as Joselle for a box… when she asked, Joselle said she wasn’t sure she had one, glanced around the cash wrap, and said she wasn’t sure again. Then she finally went to the back room and got a box, unloaded the soap, and gave it to my mom. My mom thanked her, and tried to make conversation by commenting that new scents must be coming in, to which Joselle simply said, “nope, these are in the wall”. Back to work Joselle went, and back to the soap we went.

After we helped ourselves to everything we needed, we went to the cash wrap where we asked for cellophane and ribbon, something they usually ask if we need. I ended up finding the coupon in my phone, and wanted to split the order so we could maximize our savings. Though we were the only customers in store, Joselle kept scanning the entire time we were trying to break up the order, never even letting me talk, which frustrated me as a customer. She said one coupon per customer, which I would have normally understood, but her attitude was so abrasive I pushed for three coupons since there were three of us with them on our phones. After explaining why it wouldn’t work, and telling us there were cameras watching her, she finally said she would do it, but we may not be so lucky in future visits. That’s when I told her there wouldn’t be future visits to Bath and Body works. She asked me why, and I point blank said, “you”. At this point, Joselle took it upon herself to argue. Asking what she did, I explained, we were never greeted, never helped, rudely handled with the coupon, to which she had an excuse- she said hello, she gave us a box, she told us about the coupon. Obviously getting nowhere- I wanted to leave, so I stopped talking. Later in the transaction, Joselle started AGAIN, saying if we wanted to talk to her manager, she would be happy to arrange it. When we asked if she was a manager, she rudely said now, but she was a “Shift Leader” and she “followed her managers direction”.

The thing is- had we been greeted, talked to, made to feel like we were wanted in the store, I wouldn’t have cared about the coupon. But, I felt so terrible after leaving the store in West Branch that I will NEVER return to Bath and Body works again. I’ve been a loyal customer for years, purchasing gifts, party favors, and my favorite bath products and candles (love sweater weather!!!), spending between $700-$1000 annually. While that may not be a lot to the corporation, think about the impact this experience is going to have after I tell my friends, coworkers, and the online community about this appalling experience where not only was there zero customer service, but an employee actually tried to argue with me, even after I wasn’t speaking to her. Multiply my spending by the countless people who will hear or see my experience and it will make a difference to the corporation…. All this, over one HORRIBLE experience just trying to buy soaps for a wedding shower.