I wanted to share my recent experience with an online order I placed at Bath and Body Works during their huge semi-annual sale (that is still ongoing, while supplies last). If you’ve read my Christmas 2013 Recap, you would know that I had already gone into the store and came out with quite a few items and was extremely happy about my haul. Somehow I ended up on the bath and body works website and next thing i knew I had submitted and paid for an order. Everything that I bought ranged between 3$-6$ and I got lots of great scents that I’ve been wanting to try.
Yesterday my online order finally came in by Purolator. It was a bit delayed due to the bad weather. I placed my order on the 27th of December and got it on the 6th of January, which is roughly 6 business days. Not bad!
Soon as I open the box I could smell something was broken. Let’s just say their packaging methods needs improvement. Anyway, I took a picture of the box and went on their website to see what steps I can take to do a refund/exchange. Was very disappointed to learn that returns from Canada are only done by mail and shipping cost are not refunded. Normally I would have called in to complain-not really, I HATE calling in to complain about stuff. The bottle that spilled cost around 5$ “Dancing Waters“. The thought of having to pay 20$ for shipping + more for international handling fees (nonrefundable) for a bottle of body spray isn’t too appealing to me.
 |
| spilled goodies =( |
My advice to them would be to do a better job with their packaging. For the price I paid for shipping that’s the least they could do. I did get everything I ordered and everything smells amazing, so it’s not ALL bad!
Ever placed an order on BBW? What was your personal experience? Would you have called to complain about the bottle that spilled? I love hearing from you guys!
 |
| Maybe they should invest in some giant bubble wrap? |
I definitely would have let them know about the poor packaging that allowed that bottle to break! I can understand your not wanting to return it–and the only time I have bought at bath & body works is in one of their retail locations!
I sent them an email, will see what they say about it. This was my first time buying on their online store =(
That’s just crazy; not even a piece of paper between any of the items. I agree the return expense is not worth the $5 but I would let them know about the way your received the items.
I hope you have a better day. Monna
Thanks Monna, I was very disappointed with their packaging.
I buy things from their store but have not bought online from them. It’s too bad they didn’t just offer to send you another bottle of the scent that came broken. That would seem like the easiest and cheapest solution. It’s the little things that make a difference with keeping customers and losing them.
I’ve never ordered anything from BBB. I would have called to let them know what happened. Ya never know, they may have just sent a new one for free since it was just a $5 item. 🙂
That’s too bad – not very good customer service on their part.
Oh no what a shame 🙁 and how awful you have to pay more if you want to get the product you originally paid for refunding or exchanged. I have to admit service like that does put me off a company x
That is really bad on their part… I would have brought it back to the store, they usually take care of everything.
I would have brought it back if I lived in the USA, but sadly they do not take returns in Canada stores…=/
I definitely would have called to complain. I don’t like to order bath and body online because I’ve had several bottles of stuff break and ooze all over due to poor packaging. Not from BBW, but other companies. So it’s not just BBW that needs to revamp their packaging system!
That’s so crazy! I have ordered from Bath and Body Works a few times and have only had really positive experiences, but my orders were much smaller than yours, leaving less opportunity for bottles clinking together and busting or leaking. I also live in the U.S., so the product didn’t have as far of a distance to go. I would definitely contact the company; if they don’t know about the problem, it will be difficult for them to fix it. Maybe they will send you a replacement free of charge being that it was their poor packaging that made the item unable to be used. If you don’t want to call for whatever reason, I’m sure you could write on their Facebook wall or send them an e-mail! It’s worth a shot. 🙂
Awe, I’m sorry! I’ve bought from them in-store pretty often, but I’ve never tried their online store. I would have called them to complain, then told them how I was going to blog about the bad experience. You’ll be surprised how much you can get done if you throw out your blogger status.
I would have called to complain. I realize there are pkgs. galore this time of year, but when you run a business, especially a big one like that, the packaging SHOULD be sublime!
I can’t believe they just threw that stuff into a box and shipped it out like that. Where is their comon sense? I would for sure complain and show them this blog post too.
When I have an issue with a company I usually email them. It seems like they definitely need to package their items better.
I would certainly bring to their attention via email. Could you have brought them back to a store?
I sent them an email. They do not take returns at their Canadian location since it was bought on their USA website…
That is too bad. I order a lot online and usually the packaging is pretty good.
Just send a copy of this post and all the comments! In today’s world of Social Media the idea of quality customer service is vital. Thanks for taking the time to share your poor quality experience!
That is always such a disappointment. I can see refunds and exchanges as having to pay for shipping if you changed your mind, but if it was their error with packaging they should just send you another bottle. Just my opinion!
I’m jealous you got to take advantage of their semi-annual sale. I usually make a point to get a bunch of stuff because it will last me until the semi-annual sale the next year. Sadly I missed out on that this year. Haven’t had the time to make it to a store. I prefer not to order online from them, I like to smell the scents and try new ones.
that really sucks i would have totally called and complained or at least informed them that their shipping department needs to improve if they want to keep customers
I have never ordered from BBW because there are two near me, but it definitely seems like their packaging could use improvement.
I have never ordered from them but used to shop with them when they were closer I am sorry but if it was damaged in shipping, then they should replace it at no cost to you. There is shipping insurance for things like this – pack it better would be the preferred option. I am sorry your order was a mess.
I would call because how are they going to know to fix it? I’ve realized that shipping not being refunded isn’t where I shop anymore either because of issues like this.
I wouldn’t hesitate to give them a call. You can always handle it with sugar and I’ve found that sometimes the shipping costs is refunded and especially with pictures like yours.
That’s one of the worst packing jobs I’ve even seen! You should send them an email with the pics!
Oh no!! That is horrible!! You should get the items resent to you
I’m sorry you had such a terrible experience. My Canadian friends complain about the expense of shipping to Canada. I’d call anyway, being very polite, to see what can be done. Even, very politely, ask to speak with a supervisor or someone else who can make a decision. You’d be surprised what might happen!!
They say “you always get what you paid for”
Sorry to hear about your experience. I never bought anything online from BBB. Although, I have bought stuff in store and my experiences have always been good. Hope this works out for you in the end!
I have always shopped from their store and never online. I think you should complain, send email or do whatever you can to make them listen to you. Don’t give up.
I hate calling on the phone too. I am sorry about your disappointment but I think you should let them know about this even though you are not planning to return it so they can improve their packaging.
That sucks! I hate it when I order something online and it arrives damaged! Such a disappointment!
Good for you for posting this blog about it! Post it to their page too!
Lol. I am sorry to hear about your order. We also placed an order but it came without incident. Maybe next time.
I hope the brand takes responsibility for their failure. I am glad to see you are taking action to get this resolved.
I cannot believe that happened to you! I have ordered from them so many times and never had any problems:( SO..question is what did they say when they contacted you back? Will they replace the problem and totally apologetic? I hope so. i love that brand:)
I buy online all of the time and the packaging should have been better! They know better.
I could just imagine your frustration! I haven’t experienced anything like that, and I’m not hoping to!
I could just imagine your frustration! I haven’t experienced anything like that, and I’m not hoping to!
Very frustrating – especially when paying for shipping from another country! Hopefully they are able to come up with an acceptable resolution for you. I’ve only shopped in their retail stores so I’ve never seen how their items come packaged.
Oh no what a shame you would think they would have sense enough to send things wrapped properly,i once had a company tell me they could not send me a bottle of drink (glass bottle) as it would get broken now i have had a great number of glass bottles and products sent and none of them have broken,maybe they had never heard of bubble wrap lol.
How could they not expect something to be broken if they just throw it in a box like that! That’s messed up!!! I would complain and insist on something…
I strongly encourage you to never hesitate to call and ask for the provider to make a bad situation right. …. that is something I had to get over in myself. Since I don’t abuse the matter, I feel that if my product or service is lacking enough to bother me, I need to say something. Lord knows MY clients never hesitate 🙂
Most places.will individually bubble.wrap bottles.and tape.the tops.shut.
I hate it when things arrive damaged because of poor packaging. And even if the items are fine it still spoils the shopping experience if they products seem to have been packaged in a slap dash way.
I’m sorry your product arrived damaged. I can only imagine your frustration. You should definitely call maybe this is something that can be solved via a local store.
Oh what a shame they didn’t pack your products well. But I agree paying that expensive return shipping isn’t worth it. Next time shop somewhere else
I have never ordered from them online but I would like to think they would make it right of you contacted them.
I have never ordered from them. Sorry that your bottle broke. 🙁
Call them anyway! That’s awful that their business practices are shady like that. You should get something in return for the mess that they sent you. I say CALL!
I’ve never really ordered anything from their online store since my store is very close by..I also went into the store in Canada and stocked up on their sale items when we were there at Christmas. It was amazing..I would contact them though and explain what happened. You Never Know what can happen.
My daughter ordered from the semi-annual sale also but no issues. But I agree with their packaging it needs improvement. And to me it doesn’t matter how much you paid for something. The fact that you did pay anything is reason enough to call the company and at the very least let them know you are not satisfied with their shipping. They can’t know for sure how things arrive and possibly improve on them if the consumer doesn’t tell them the issues.
I have never ordered from them online & I don’t think I would try to if that is all the packing material they put into the box. I think I will stick with going to the store.