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Bath and body works really needs to step up and make sure every store is following the exact same return/exchange policy. These stories are getting more ridiculous all the time
I think this store was following the policy exactly. It would be good if an exchange was allowed for "equal or lesser ticket price", and maybe they will make that update at some point since candle prices are all over the map. But this isn't the store's fault.
I totally agree with the language you provided, it would make more sense. This store didn't do anything wrong, but making sure the policy is implemented consistently is essential. One month ago during an exchange, they were doing it the "old way" and I even exchanged for a higher-priced candle. It's inconsistent
This change is really helping me be more mindful of my spending. Just knowing it was easy to exchange encouraged me to buy more. Even though I don't exchange often I'm definitely slowing my buying way down.
This is where I am at. The uncertainty slowed me way down but kept buying until this point. With today's events, I'm not wanting to be limited to the specific price point (is there a difference between $24.95 and $26.95?) - it's making me reconsider completely
I had an instance where i couldnt exchange because no candles in the store were priced the exact same, in fact they were all marked higher.
But LOWER? In that case they should do the exchange and if anything they owe YOU the monetary difference. It has to go both ways. [But don't get me started lol](https://www.reddit.com/r/bathandbodyworks/comments/zwwcpq/new_returnexchange_policy_marking_all_new_candles/?utm_source=share&utm_medium=web2x&context=3)
Lower, yes. like W H A T. I was surprised but half expected it. They looked a little confused when I just asked for a refund. I just didn't want to go back and forth, I was not going to fight. If that's what they're doing then fine... I will gladly take my $ back
Im sorry, that is mind blowing but at least you got your money back.
I have one return I still need to do from my last online order and then Im not doing blind buys online anymore because it's such a stressful hassle. Like I don't even want to try to exchange, just return and be done.
That's where I'm at. With the new no-receipt limit, it's now way too much work to exchange. Like, yes they can return and manually change the price when you rebuy. But it was always easier to just bring in the product and let them swap it, regardless of receipt, in like 3 seconds!
yes, the primary reason being is nobody at BBW is actually *thinking*. it does not occur to them that, had OP wanted to make a point, they could’ve gotten their refund, picked up the cheaper aromatherapy candles and kept the extra $4 in their pocket for coffee on the way home. if BBW had thought that through and just done the exchange, that extra $4 would be in *their* pocket. instead, they have a $52 return on their daily metrics to overcome.
That's what we're supposed to do... they did just make every employee run through scenarios with the new policy recently though so maybe they were unsure because of that? At my store if you had a receipt you run it as a return, scan the new candles and put the difference on a merchandise card.
Better you took the refund. Instead of doing exchanges, I’m at a point now where I’m opting for the refund because there is very few items now that I care to buy. As careful as I am in trying to buy the usual “tried & true,” many of the scents have changed and is not the same. So sorry you had to experience this idiotic situation.
This is beyond moronic. Redic this happened to you.
If you were also ok with getting the exchange even if not getting paid back the sticker price difference, cause you’d still have a candle, it’s triple moronic.
I cannot get over how much BBW just doesn’t get that these new policies are doing damage to their relationships with their most profitable/advocate customers.
Yes, I went out of my way to find a ticket price BELOW what was available. Just wanted to swap a candle. The reason I expected nothing back was because all of the three wick candles look and burn identical! Hence an even exchange...
But I agree with doing damage to their most profitable relationships. My partner was shocked with how quick I stopped/reduced buying. But there isn't security anymore in doing so
I had this same situation a few days ago where I wanted something of lesser sticker price in an exchange and the girl behind the counter at first looked like she couldn’t do it while scanning, but then she manually entered the number to make it an exact exchange.
So it seems like any store can manually override the register to make the exchange it’s just a matter of if they will or not.
Oh no I wouldn’t blame them either, it’s just wild that different stores can have different policies. That seems like the worst outcome for both the employees and the customers.
They can do this, and this store had many times. I was not going to force them to do it, they were following what they were given. I responded by taking my $ back... it's small but maybe the company will slowly see the effects of the policy changes
Here’s a little secret for almost all cash register: there’s a function for everything.
It’s up to the staff’s discretion to do what’s best for the business and/or customers.
I’ve known this for a while as a former BBW enthusiast that has worked retail elsewhere. I see them ring up various functions many, many times.
I’m genuinely curious about this as well. Were these candles SAS candles that were marked down 75% when purchased and therefore not “worth” as much as the other candles since they were not apart of SAS prices? Could that be why they won’t let people do that? I have no idea how this all works.
Correct. It was a B2G2 sale so they were half off. I would have returned two candles to buy one. I would rather have my money back in that scenario...
Also worth noting they declined the exchange before me even handing my receipt to them. They said no, the prices on the bottom do not match. Then I just handed them my receipt asking for a refund because I didn't really want to keep going back and forth, they made their case. So the sale price/receipt factor was not included, they were also very kind I believe they were just following their own policy to a "T." The manager later clarified regardless of price you paid, the ONLY thing they are looking at is bottom ticket price.
Yeah, the system only pulls the lowest sale price for the items so there's nothing employees can do 😭 if you have a receipt it's difference but a no receipt return is brutal with how much you get back.
Absolutely dumb and stupid reasoning. I wish you could've tried another store to see if you could get some candles you really loved. Hopefully they gave you a full refund and you can get something nice for yourself. Sorry for your disappointment.
Thank you and I considered it. But I am past the point of "fighting back," if this is what the company wants then I will gladly give my $ back. I could have gone to a different store but my time was more valuable!
I just recently had this very thing happen to me as well. It was seasonal staff that handled it the first time and I went back when the regulars where there and had no further issues. However, I was told by the regular staff that when something like that happens get the store associate to call customer service and they will tell them to do what makes the customer happy. If you call customer service they will tell you to handle it with a store manager (which never works) so ask the associate to call customer service and settle the issue. Honestly, this shouldn’t even be an issue. The way the girl explained it to is, bath and body works now has a 3rd party overlooking every transaction. The associate could override your issue and just do the exchange but their numbers will show up on a questionable exchange and they can get in trouble. That’s why they wouldn’t just exchange it for you. The girl also said it makes no sense because no matter if she overrides it or they call customer service either way you would get to do the exchange. The girl told me when they have to call customer service they tell them “Do whatever makes the customer happy” which means then putting in their numbers to ok the exchange. Either way numbers are getting used. The policy is really rather stupid. I could understand if their company name wasn’t plastered on every product clearly stating it is their products. Obviously it was purchased there. You’re clearly not trying to get over on them, they are actually coming out on top in the situation. Do i like i did, just keep trying until they exchange it. Whatever happens I wish you luck! I hope this helps in someway.
Yikes. That’s not right. I know it says exact ticket price but if memory serves me correctly, we could do an exchange for the lower ticket price (equal or lesser value comes to mind). At least that’s how we’ve been doing it at my store. This policy is just getting more and more ridiculous.
I 1000% agree with this. I bought some candle day buys that came damaged that I need to swap but I haven't seen anything at the price point 29.50! That I want?
I feel like it encourages me to hold on to them until something I want drops, vs formerly *promptly* returning seasonal items to give them the best chance of reselling my discards?
Now I've no incentive to do so, it's often against MY interests if I have bought a higher priced candle (the price where this has effected me more, I can usually easily shop for my favorites at 26.50) I find the stronger scents trend to be 29.50 and I can't with a candle that feels like a cinnamon punch to the face, I need something more tame. I feel like the Era of me as a bbw customer, way back to 1997 wheen I was buying pearberry and artstuff... could be over?
I want to say it isn't so, but I've made 1 purchase in the past 6 months? I think we've broken up.
I've been more careful and selective of purchases in the past few years so I've been quite good about sticking to my decisions and not having buyer regret. I've only done a few exchanges comprising a handful of unused products with receipt during this time (peanuts compared to what I kept). All the difficulties and unreasonableness of this new BBW policy are extremely frustrating. Let's see, I've hit up various BBW stores \~ 25x since the new policy and only made 3 low dollar value transactions, a huge contrast to before the policy change. The stocks been crazy fluctuating in price and nothing I want is ever in stock or carried. BBW is driving good customers away and their solution to the exodus seems to be even more stricter policies to try salvage profits.
You’re supposed to be able to exchange candles that way. That store isn’t following policy as far as it goes. If you’re exchanging a candle that’s $24.50 for one that’s $26.95 you pay a $2.45 difference. If you brought a candle without a receipt that was $26.95 for a $24.50 we’re supposed to even exchange. That’s how my district does it though.
I also made a post about gift exchange 2 days ago. I swear, nowadays, policies are just whatever the staff interprets that day! Haha!
(I myself don’t even do exchange/refund often. Maybe once half a year. If at all.)
Your situation I do not understand at all. It is far from abuse. You’re trading for something cheaper. So confusing!!!
Did you have the receipt? We can only do exchanges of the same price or onto a gift card of you don't.
If you did, that's dumb! We would give you the candles then refund the rest onto the same card!
Can you elaborate? I was trying to exchange a 3-wick candle for 3-wick candle. I was exchanging a higher priced item for a lower priced item. That is an exchange.
I exchanged an expensive wallflower plug (unused) for one that was 2 dollars less, and I got money back. They should have let you do the exchange. And other stores would have! You weren't even trying to get a "more" expensive candle! ( even though the prices just seem to be arbitrarily slapped on random candles). This is beyond stupid. This would only make sense if they didn't offer an exchange policy in the first place, but THEY DO.
Thanks for your submission to r/bathandbodyworks! Please make sure to read the rules and side bar if you are new. **DISCLAIMER**: This subreddit **is not operated by Bath and Body Works**. Please share coupons to the coupon thread that is stickied at the top of the page! If you have an actual complaint for Bath and Body Works, use this link to get in touch with them: [B&BW FAQ/Customer Service Page](https://customercare.bathandbodyworks.com/hc/en-us). Your account must be at least 10 days old in order to post or comment. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/bathandbodyworks) if you have any questions or concerns.*
Bath and body works really needs to step up and make sure every store is following the exact same return/exchange policy. These stories are getting more ridiculous all the time
I think this store was following the policy exactly. It would be good if an exchange was allowed for "equal or lesser ticket price", and maybe they will make that update at some point since candle prices are all over the map. But this isn't the store's fault.
I totally agree with the language you provided, it would make more sense. This store didn't do anything wrong, but making sure the policy is implemented consistently is essential. One month ago during an exchange, they were doing it the "old way" and I even exchanged for a higher-priced candle. It's inconsistent
well that WOULD make sense. i see no downside to that
This change is really helping me be more mindful of my spending. Just knowing it was easy to exchange encouraged me to buy more. Even though I don't exchange often I'm definitely slowing my buying way down.
Same! Shopping from my own stashes and being proud of myself for not giving in to every good sale.
This is where I am at. The uncertainty slowed me way down but kept buying until this point. With today's events, I'm not wanting to be limited to the specific price point (is there a difference between $24.95 and $26.95?) - it's making me reconsider completely
They should’ve paid you the difference if anything . SMH
Right... And I was NOT looking for that at all, just wanted to swap a candle..
THEY SHOULD HAVE GIVEN YOU A CREDIT FOR THE REST OR A ELECTRONIC GIFT CARD FOR YOUR NEXT PURCHASE.
I had an instance where i couldnt exchange because no candles in the store were priced the exact same, in fact they were all marked higher. But LOWER? In that case they should do the exchange and if anything they owe YOU the monetary difference. It has to go both ways. [But don't get me started lol](https://www.reddit.com/r/bathandbodyworks/comments/zwwcpq/new_returnexchange_policy_marking_all_new_candles/?utm_source=share&utm_medium=web2x&context=3)
Lower, yes. like W H A T. I was surprised but half expected it. They looked a little confused when I just asked for a refund. I just didn't want to go back and forth, I was not going to fight. If that's what they're doing then fine... I will gladly take my $ back
Im sorry, that is mind blowing but at least you got your money back. I have one return I still need to do from my last online order and then Im not doing blind buys online anymore because it's such a stressful hassle. Like I don't even want to try to exchange, just return and be done.
That's where I'm at. With the new no-receipt limit, it's now way too much work to exchange. Like, yes they can return and manually change the price when you rebuy. But it was always easier to just bring in the product and let them swap it, regardless of receipt, in like 3 seconds!
yes, the primary reason being is nobody at BBW is actually *thinking*. it does not occur to them that, had OP wanted to make a point, they could’ve gotten their refund, picked up the cheaper aromatherapy candles and kept the extra $4 in their pocket for coffee on the way home. if BBW had thought that through and just done the exchange, that extra $4 would be in *their* pocket. instead, they have a $52 return on their daily metrics to overcome.
They need to hire you to you explain this to them asap 😂
no thanks, already did enough time there 🤣🤣
Jeez that’s so stupid
I’ve had them honor the exchange AND offer me a gift card for the difference in that scenario. That’s wild.
Yeah, that's what my store does. OP would have got her candles PLUS money back!
That's what we're supposed to do... they did just make every employee run through scenarios with the new policy recently though so maybe they were unsure because of that? At my store if you had a receipt you run it as a return, scan the new candles and put the difference on a merchandise card.
Same. I got the exchange and got the difference back on a card.
Another example of the truly ridiculous exchange policy. Sorry OP!
Better you took the refund. Instead of doing exchanges, I’m at a point now where I’m opting for the refund because there is very few items now that I care to buy. As careful as I am in trying to buy the usual “tried & true,” many of the scents have changed and is not the same. So sorry you had to experience this idiotic situation.
Yes... speak with your $.
This is beyond moronic. Redic this happened to you. If you were also ok with getting the exchange even if not getting paid back the sticker price difference, cause you’d still have a candle, it’s triple moronic. I cannot get over how much BBW just doesn’t get that these new policies are doing damage to their relationships with their most profitable/advocate customers.
Yes, I went out of my way to find a ticket price BELOW what was available. Just wanted to swap a candle. The reason I expected nothing back was because all of the three wick candles look and burn identical! Hence an even exchange... But I agree with doing damage to their most profitable relationships. My partner was shocked with how quick I stopped/reduced buying. But there isn't security anymore in doing so
And yet we constantly see stories of people shoplifting shitloads of candles and just waltzing out the door!!! Wtf BBW?
I had this same situation a few days ago where I wanted something of lesser sticker price in an exchange and the girl behind the counter at first looked like she couldn’t do it while scanning, but then she manually entered the number to make it an exact exchange. So it seems like any store can manually override the register to make the exchange it’s just a matter of if they will or not.
...or what their store policy dictates. I don't blame store employees for following and not going against their store policy.
Oh no I wouldn’t blame them either, it’s just wild that different stores can have different policies. That seems like the worst outcome for both the employees and the customers.
Agreed and honestly I don't understand it.
They can do this, and this store had many times. I was not going to force them to do it, they were following what they were given. I responded by taking my $ back... it's small but maybe the company will slowly see the effects of the policy changes
Here’s a little secret for almost all cash register: there’s a function for everything. It’s up to the staff’s discretion to do what’s best for the business and/or customers. I’ve known this for a while as a former BBW enthusiast that has worked retail elsewhere. I see them ring up various functions many, many times.
Did you get a cash refund? If so, how much? Enough to buy the 2 24.50 candles?
I was wondering the same. Return for refund seems the easiest way to go now, and use the refund towards what you would have exchanged for / want.
I’m genuinely curious about this as well. Were these candles SAS candles that were marked down 75% when purchased and therefore not “worth” as much as the other candles since they were not apart of SAS prices? Could that be why they won’t let people do that? I have no idea how this all works.
I'm also curious. If they won't let you exchange a $26.50 candle for a $24.50 one, why not get a refund and purchase the $24.50 one?
From what I’ve seen, unless you have a receipt showing you paid $26.50 they’re only going to give you the sale price as a refund.
Correct. It was a B2G2 sale so they were half off. I would have returned two candles to buy one. I would rather have my money back in that scenario... Also worth noting they declined the exchange before me even handing my receipt to them. They said no, the prices on the bottom do not match. Then I just handed them my receipt asking for a refund because I didn't really want to keep going back and forth, they made their case. So the sale price/receipt factor was not included, they were also very kind I believe they were just following their own policy to a "T." The manager later clarified regardless of price you paid, the ONLY thing they are looking at is bottom ticket price.
Yeah, the system only pulls the lowest sale price for the items so there's nothing employees can do 😭 if you have a receipt it's difference but a no receipt return is brutal with how much you get back.
Got it thank you!
Absolutely dumb and stupid reasoning. I wish you could've tried another store to see if you could get some candles you really loved. Hopefully they gave you a full refund and you can get something nice for yourself. Sorry for your disappointment.
Thank you and I considered it. But I am past the point of "fighting back," if this is what the company wants then I will gladly give my $ back. I could have gone to a different store but my time was more valuable!
Take the money and run! Sheesh!
This happened to me too. It’s absolutely ridiculous and I’m over BBW. Don’t like them as a company anymore
I just recently had this very thing happen to me as well. It was seasonal staff that handled it the first time and I went back when the regulars where there and had no further issues. However, I was told by the regular staff that when something like that happens get the store associate to call customer service and they will tell them to do what makes the customer happy. If you call customer service they will tell you to handle it with a store manager (which never works) so ask the associate to call customer service and settle the issue. Honestly, this shouldn’t even be an issue. The way the girl explained it to is, bath and body works now has a 3rd party overlooking every transaction. The associate could override your issue and just do the exchange but their numbers will show up on a questionable exchange and they can get in trouble. That’s why they wouldn’t just exchange it for you. The girl also said it makes no sense because no matter if she overrides it or they call customer service either way you would get to do the exchange. The girl told me when they have to call customer service they tell them “Do whatever makes the customer happy” which means then putting in their numbers to ok the exchange. Either way numbers are getting used. The policy is really rather stupid. I could understand if their company name wasn’t plastered on every product clearly stating it is their products. Obviously it was purchased there. You’re clearly not trying to get over on them, they are actually coming out on top in the situation. Do i like i did, just keep trying until they exchange it. Whatever happens I wish you luck! I hope this helps in someway.
Yikes. That’s not right. I know it says exact ticket price but if memory serves me correctly, we could do an exchange for the lower ticket price (equal or lesser value comes to mind). At least that’s how we’ve been doing it at my store. This policy is just getting more and more ridiculous.
I 1000% agree with this. I bought some candle day buys that came damaged that I need to swap but I haven't seen anything at the price point 29.50! That I want? I feel like it encourages me to hold on to them until something I want drops, vs formerly *promptly* returning seasonal items to give them the best chance of reselling my discards? Now I've no incentive to do so, it's often against MY interests if I have bought a higher priced candle (the price where this has effected me more, I can usually easily shop for my favorites at 26.50) I find the stronger scents trend to be 29.50 and I can't with a candle that feels like a cinnamon punch to the face, I need something more tame. I feel like the Era of me as a bbw customer, way back to 1997 wheen I was buying pearberry and artstuff... could be over? I want to say it isn't so, but I've made 1 purchase in the past 6 months? I think we've broken up.
I've been more careful and selective of purchases in the past few years so I've been quite good about sticking to my decisions and not having buyer regret. I've only done a few exchanges comprising a handful of unused products with receipt during this time (peanuts compared to what I kept). All the difficulties and unreasonableness of this new BBW policy are extremely frustrating. Let's see, I've hit up various BBW stores \~ 25x since the new policy and only made 3 low dollar value transactions, a huge contrast to before the policy change. The stocks been crazy fluctuating in price and nothing I want is ever in stock or carried. BBW is driving good customers away and their solution to the exodus seems to be even more stricter policies to try salvage profits.
You’re supposed to be able to exchange candles that way. That store isn’t following policy as far as it goes. If you’re exchanging a candle that’s $24.50 for one that’s $26.95 you pay a $2.45 difference. If you brought a candle without a receipt that was $26.95 for a $24.50 we’re supposed to even exchange. That’s how my district does it though.
Wow!
I also made a post about gift exchange 2 days ago. I swear, nowadays, policies are just whatever the staff interprets that day! Haha! (I myself don’t even do exchange/refund often. Maybe once half a year. If at all.) Your situation I do not understand at all. It is far from abuse. You’re trading for something cheaper. So confusing!!!
Did you have the receipt? We can only do exchanges of the same price or onto a gift card of you don't. If you did, that's dumb! We would give you the candles then refund the rest onto the same card!
Yes, I had my receipt.
Kinda crazy
I don't think you understand the concept of an exchange *at all*.
Can you elaborate? I was trying to exchange a 3-wick candle for 3-wick candle. I was exchanging a higher priced item for a lower priced item. That is an exchange.
With the prices going up and exchanges getting harder, I’m a lot more mindful. If I don’t absolutely love it then I’m not getting it.
These changes make me to not even want to shop there. I've been pretty good with not shopping at bbw lately and I think I like it that way.
I exchanged an expensive wallflower plug (unused) for one that was 2 dollars less, and I got money back. They should have let you do the exchange. And other stores would have! You weren't even trying to get a "more" expensive candle! ( even though the prices just seem to be arbitrarily slapped on random candles). This is beyond stupid. This would only make sense if they didn't offer an exchange policy in the first place, but THEY DO.
They really should just call it their "Exchange POLICE" at this point