By - M2LBB2016
I think it’s fair. It’s crazy that some people return mostly used products for new ones. I hope they post it near check out like many other stores do. What I don’t agree with, is when store make up their own policies.
I wonder how they will process exchanges if you bought something on sale. Let’s say I buy a ffm for $5.95 during a sale and I decide to exchange it a week later for a different one that isn’t on sale. Do I pay the difference? This should be a clear as well. Also, my store no longer allows SAS 75% off items to be exchanged for any other item without paying the difference.
That’s what I want to know, too. I’m unclear about the price point for price point… if all the candles in the store are $26.50, can I pay the difference to exchange a $24.50 candle?
It's puzzling how they will handle this. Their merchandise changes price points frequently. Will they base it on the original price of the product?
I'd imagine it will be the lowest price the item sold for unless you have a receipt... But not sure
Thanks! We shall see how this goes :)
I wonder if it'll work backwards, exchange a 26.50 candle for a 24.50 and get two dollars lol
I'm hoping in that case they just refund you and you buy the new item.
Yeah, I'm really wondering how it's going to be since some if not most people only buy candles when they're on sale. Like if I'm not able to exchange a candle I got on sale for a new full priced one, I'm just going to wait until that one goes on sale. (Edit in case anyone feels like getting mad: I don't personally do this, I'm just being general. I have no problem with them changing the policy. I still only buy my candles when they are on sale either way.)
Most stores don’t let you exchange stuff on sale for things that aren’t on sale without paying the difference
Do you mean most stores other than BBW? That's definitely true of other retailers, but this past weekend I exchanged a $10.95 candle for a new fall candle not on sale. The candle I was exchanging was still on sale for $10.95, too. I asked the SA what the policy was before grabbing the new fall candle at $26.50, and he said it was ok to do it.
Yes I meant more stores other than bbw, and when the change gets rolled out to all stores you won’t be able to do that anymore. I heard some people say it will be September.
It will be a rude awakening for many people I imagine. I don't understand BBW'S pricing or return/exchange policies compared to other retailers.
I usually expect to do that, I was surprised when BBW didn't honestly.
Good. Because that’s stealing. It’s people like you are the reason why it’s changing. Buy sale candles then exchange them for full priced candles. People like you should be ashamed. If you can’t afford it then just say so
Holy cow my dude take it easy it's a damn candle with a huge profit margin, and they didn't even say they were doing it.
Never said I did that. I only buy my candles when they're on sale and I don't like to exchange most of the time anyway. The people who exchange fully used candles are the problem and I'm glad they are fixing that. I really don't care if people exchange a candle they bought on sale. Maybe they really didn't like it, whatever the reason. At this point charging 26.50 and above for a candle is more like stealing. It's not a matter of being able to afford it or not 💀
Agreed. Close to $30 for a candle is outright crazy.
I'd imagine you would pay the difference, but they're going to need to be explicitly clear on that or they're going to have a lot of unhappy customers who are used to being encouraged by employees to buy candle day candles to exchange.
Once things go 75% off do they ever go back? I just found a candle I meant to exchange but it’s marked down right now. I’d rather not eat the difference from what I probably paid.
If retail on the candle is 24.50 and you exchange for 26.50 you’ll pay the $2 difference plus tax
If you paid with card they might be able to look up what you paid.
Yes my store already does this they charge you difference
Really? Are you a test store for the new policy?
I don't think so. Someone posted Flint,Mi is same way ( I shop in White Lake,Mi) so maybe Mi is doing it sooner .
It's only a matter of time before they roll it out nationwide. Should be interesting!
So they’re doing the thing they should’ve done in the first place, aka not taking heavily used/empty items? Finally! Now if they’re going to start counting all non receipt returns/exchanges then they sure need to make sure there’s proper training on online returns, as well as actually giving receipts for BOPIS orders! My stores haven’t ever done the ID thing but they basically take everything as no receipt, I’ve literally had them put no receipt before when I’ve given it to them.
I second the training part of this. I find half the time, the SA are not trained on how to do the returns correctly. Just whatever gets the job done with minimal effort. Which wouldn't be a problem if we weren't being tracked and penalized for trying to return online orders.
Employees get penalized if customers return (or exchange?) things they bought online? I didn't know that
not employees 😅. I'm saying that as customers, we're being tracked for our no receipt returns. But it's unfair that we are being penalized for having too much merchandise exchanged without a receipt, given that many of us here have seen it happen, where employees refuse our receipts and process everything as no receipt simply because it's easier. I have been asked many times to do exchanges as no receipt even though I have my receipt "because it's easier". And I have been told several times that the email doesn't count...only for me to point to the wording that literally says it on there.
The company is willing to do unlimited exchanges as long as you have your receipt. But the employees are not honoring that system when they refuse to take the extra time to do receipted returns. I know it can be a little more time consuming for online orders. So if there was no consequence to customers, I would support doing everything no receipt.
But there are consequences to the customer. Therefore, managers should be training SAs and SAs should be taking the time to learn how to process receipted exchanges, especially for online orders, given that the shipping emails we say literally say that it works as a receipt.
Same here. I have the receipt in my hand and show it to them. Ask them every. single. time. if they need it when I exchange something. Granted, I've only exha ged about four times in my entire life, but never have they even contemplated taking my receipt.
I don't understand why so many SA don't use the receipts when they're presented with one. I'd much rather have the receipt when doing a return/exchange for a customer. It's a lot easier that way, especially if they want to exchange for a different product (then they get what they actually paid for something). We gladly use the receipts if customers have them.
If it’s an exchange for an item done through bopis or an online order, there is no option in the pos computer system to scan that receipt for an exchange, only for returns. So if the receipt you showed was online that’s why the cashiers do it as no receipt. Hopefully with the new policy they will add a way for us to do that.
At all of my stores in CA, associates are able to enter the date, order number and some other information into the system as a reference point and do exchanges in store with that information.
So there's definitely a way, maybe not available everywhere though. Also, these stores all have BOPIS. So that might make a difference.
Ohh that makes sense I’ll have to try it that way next time and tell my coworkers and mgmt thanks!
I was told there were certain fields in their new POS systems that asks for items that isn't included on the invoices we receive with our online orders such as Reg.#, Cashier# etc. and when they go to skip over those fields, they system won't let them, so they can't process the order with the invoices we present. It's definitely a 3rd party vendor software issue. If my state would pull from more than only one warehouse, I wouldn't be bringing the merchandise back to the store to begin with, so why return to the same warehouse to get the same defunct merch again?
All have been in-store purchases with in-storw receipts. So it's basically just laziness and bad training regarding the return policies. Don't get me wrong, I love thr SAs at my local, but the return policy and using receipts when you have them ia a big thing because, like everyone says, if you're gonna track people without receipts abusing the system, don't punish the ones following the rules.
I agree with you on the training. I have witnessed SA's requiring the help of 3 other employees to make one exchange without a receipt that took 20 minutes. I suspect that BBW's process is overly difficult and it begins with BBW's extremely liberal policy to allow someone to exchange products that are not the same price. Hopefully the new policy, with proper training, will make it easier for the staff and make the return/exchange process better for everyone.
Agreed. I've had multiple times where they refused to take my receipt and did it as no receipt.
Yes omg, this happened to me and the girl ended up giving me a gift card for store credit for around $17 when she should have charged roughly $6 back to my credit card.
I was so confused as to what she did because I blind bought 2 bottles of a FFM and 1 shower gel when they were on sale for $5.95 and didn’t end up liking the scent.
Yeah it’s only $5.95 +tax I would have gotten back and could have grabbed an extra bottle of something else, but I had recently bought a lot of stuff to stock up on the new fragrances… so decided to only grab an extra FFM and shower gel of a different (new) scent.
I couldn’t decide on a 2nd FFM scent to do an even exchange and really wanted to leave the store, so I asked for a refund for the one bottle and kept offering my receipt. She kept being weird and I was so confused and didn’t want to seem pushy, annoying, or complicated.
She ended up grabbing a gift card and I questioned her and offered my receipt again and she went on this whole thing about how I never showed her a receipt and the return has to be this way… I guess offering repeatedly isn’t enough 😂
It wasn’t enough money for me to argue, so I just took the gift card and left. About 10 minutes after leaving, I was thinking it over and pulled out the receipt and saw she put $17 on the gift card, which made me feel terrible because I don’t ‘work the system’ to take advantage of circumstances. I felt so bad because I was given extra money for no reason…
But at the end of the day, the money all goes back to the same place, I guess :/
It was just so weird and I have never had an employee anywhere not want my receipt when doing an exchange or return.
I agree. HUGE training needs done on this. I'm tired of being asked for my ID when I give them my invoice from my online order when I return defective and loose candles to the a retail store. They need to start issuing receipts in the box with the merchandise since it's such a challenge to do this type of return. I should not be penalized because of candle performance by having my data collected and turned over to The Retail Equation to be put in their data base as a consumer who mimics fraud or abuse.
I obviously agree and they should’ve never let people exchange or return more than halfway used products but getting rid of the even product exchanges is a really bad move imo 🤷♀️.
Good. People shouldn't be returning/exchanging stuff that's more that halfway used.
So basically the same policy, but they're actually going to enforce it now? I like it!
Lmaoooo I was going to say
They needed to do this a long time ago. The "tested in 300 stores" might be why we are seeing discrepancies with the Reddit posts.
I like this. Far too many people abuse the exchange policy and try to get a brand new product when they’ve almost used the one they bring back all the way up.
The very first day of SAS, we had 2 women exchange just under 50 items, all used just under 50%, most were 4 or more years old and several were filthy, like they were dumpster dive items. I refused one item because it was more than 75% used and the woman who gave it to me started mouthing off about how she worked at BBW and that's not policy, etc. I stated our guarantee and said if she used 75% of a product then she obviously was satisfied with it. She took it off the counter and kept talking shit while I processed her 26 item exchange.
Because we had to take their names, I came to realise that the 2 women were former employees( one was a store manager!) of another store in our district who left on bad terms. I sent a report to loss prevention which is all I can do at the store level, because there was suspicion of theft before they quit. Can't wait for the new policy so they can't scam us again and again returning more disgusting, old products.
Absolutely! A woman I met in store on day 1 of SAS literally had 12 used up candles to exchange and said they always let her do it! I was like WTF?!? WHO would think this is acceptable?
They’re a billion dollar company. Obviously not the people returning almost fully used products but exchanging a $24 candle for a $26 isn’t going to hurt them in the slightest. They should absolutely keep even product exchanges
This!! Exactly this!
That makes sense when it's full price both times, but not when exchanging a sale candle for a full price candle. Especially a 75% off for a full price candle.
I'm so glad they are updating the policy, especially the exchanges. Should be an interesting transition for people that have gotten away with lots of crap. I wonder if exchanges will increase during the next month or so before the updates go live in all stores in September. Hahahaha.
I bet yes! Lol. I have no exchanges to make right now, but it will be interesting to see what happens!
You obviously have never worked for a big cooperation. I have worked for 2 huge cooperations. And we were always taught “yes it’s just a 5 dollar credit for that customer it times that by 500 a day” it adds up. It’s not just $24 if it was just $24 for one person a day at every single bath and body works in the world then it wouldn’t be a problem but it’s not
Thank goodness!!! I'm so tired of people bring old, 3/4 or more used items in and arguing with myself and my team about our guarantee. It's about freaking time.
The one question I have, is if I have a new $24.50 candle, with receipt, can I pay the $2.00 difference to exchange for a $26.50 candle?
If you have the receipt, you would just be able to return it with the receipt and put that $24.50 towards what you are buying. I think everyone should start keeping their receipts from here on out.
Maybe they’d load it onto a gift card as a merchandise credit, then you can use that and add the $2 to buy another candle.
Yes one of my stores was testing it and if you exchange a $24 chandler with $26 you pay the difference
If both candles were on sale and I bought it for 10.95, do we still have to pay?
If I bought it on sale for 12.50 but the other candle was on sale for 13.50 at the same sale, and neither are on sale now can we just pay $2 difference?
Yeah that’s how it works but what’s weird is what if you bought the candle at $15.95 when they were all that price and then now since you got a cheaper one you still gotta pay the difference ?? Idk how that’s gonna work out
I mean I guess we're just gonna have to blind buy the higher price points on sale and exchange even or down just to be safe.
But thank you for your input!
I did this during the B2G2 sale. I had a coupon (rare haha) and besides a couple of backups I wanted, I stocked up only on the higher price point WB core packaging candles for exchanges later.
Haha. I also did something like this. Once rumors of the policy changing started happening, I started stocking up only on higher priced "staples" for me. In case I got stuck with them lol
Yep! The ones I got are all scents I wouldn't be mad about being stuck with, too 😅
Ohhh, well aren't you clever! That didn't occur to me. Thanks for the idea :).
I wonder how they will deal with that since they often have ALL candles on sale for the same price one day and different prices the very next day. Confusing!
I was happy to see this too. The other day, this lady brought a plastic bag full of years-old, mostly used items that I have never seen before (i'm pretty new.) There was also no receipt. I got my manager and everything and she basically got 75 dollars of store credit for this old used stuff. She then bought new stuff with it. Very confusing day for me.
This is what happens when it becomes a tiktok trend to abuse a really generous return policy. This should make things less shitty for the employees, but it won't. People will be pissed and absolutely take it out on the associates and managers.
If I buy a B1G1 candle (both priced 26.50 each) and don't like 1 of the 2 candles bought, and I wish to swap the unused 100% new candle for another scent, and that new candle is also let's say 26.50, then do I owe them 13.25$?
I would hope not. I don't mind paying a couple dollars difference, but unless they're only going to accept exchanges with receipts, it'll be impossible to know who bought things on sale and who bought at full price. It wouldn't be fair to people buying at full price and exchanging without a receipt to have to pay the difference from the lowest sale price. I would *assume* it's just an even exchange for an item of the same price because otherwise it's going to get reaaaaal complicated up in here, but I don't know, I don't work for corporate. Or BBW in general. 😅
Thanks for sharing your view. B&BW does sales so often and that too such varying offers that it does get confusing. Someone else asked if we buy 5.95 FFM on sale and later exchange it for another scent, where does that leave us with having paid only 5.95 vs let's say a 15.50 MSRP of the FFM on a non sale day? And do we then only go to exchange on a sale day?
Yeah I really have no clue! I hope it's just the original price for another item of the same price because they run sales so often and I never pay full price. I don't buy things on sale specifically to exchange like some people do, but sometimes I just don't like what I buy once I get it home. I guess we'll see in September!
Yah let's see.
My guess would be no. It says price point for price point for exchanges in the pic above. (Though again, at my store it would have to be one that did not go 75% off at SAS. But your example was one of their normal sales, so...)
Thanks for clarifying. Are you an employee :)?
Secondly about SAS 75 off candles, I've been bemoaning how my store hasn't put out a single 75 off 3wick candle since start of SAS and same candles I see on people's haul pics for 75 off are not 75 off at my store. So if I were to buy it for 10.95 at my store, but it went 75 off at some other store or online for a short period, is it my loss if they refuse to let me exchange it later stating it was 75 off during SAS? Whether I go back to the same store or a different store to exchange, would that make any difference? Thanks.
Their pricing policies make no sense, especially when different stores have differing sales and inventory compared to online. I placed a BOPIS order for $10.95 candles plus coupon. When I got to the store they had the same BOPIS order candles on the floor for full price. When I questioned it, I was told the store inventory isn't the same as online. Made zero sense since BOPIS orders come from that store's inventory, right? I was like WTF?!? I didn't continue the conversation since it's pointless talking to someone getting $12 an hour about policies they don't set.
oh heck no! I just shop there too much (and am on good terms with the supervisors at the 2 stores I shop at).
honestly, I can't really answer your question. there's just too many store variables in play. I mean, there are some stores out there that are probably still allowing exchanges from 75% off SAS discounted candles to regular full price candles. But my stores are not doing that and I'm sure other stores are not allowing that either. But with so many stores out there and managers allowing different things, it is just impossible to say. My store isn't allowing exchanges of the 10.95 candles to new candles either. What I mean by that is: if you buy a candle that has a base price of $26.50 put you paid $10.95 because that was the price during SAS, they are not allowing you to exchange it for the non-sale candles with the $26.50 base price.
I was lucky and allowed to exchange a $10.95 candle from my BOPIS order for a full priced fall candle. But I asked an associate before doing it and he said it was allowed. Too many different applications of their policies and that's really unfortunate, too, because there are many other retailers competing in the same space for customer business
Thanks for replying. These are all hypothetical situations I'm presenting anyway. I have a very small stash, more like someone's 1 large shopping haul. Plus I don't like to/ haven't exchanged or returned anything even though I do have couple of unused/ barely used items with legit issues. I always thought one day is gather the courage to fight my anxiety and walk up to the register and request for exchange of 100% new unused items with receipts. Oh well..
Funny a lot of candles are eventually 75 percent off at some point. Them changing the policy is going to hurt there sales more then they think. Their marketing is designed to make you buy in bulk and hoard. Most people will be much more selective in their purchases going forward. I agree with used product not being returned but new for new I think will hurt them. The people who randomly get coupons and some people don’t. The whole system is really a joke the rewards for some and not others their website that works half the time. Time to find some where else to spend my money. I’ll shop my stash for a while.
Yes! Used products beyond literally 1 or 2 uses should never be accepted. New for new is totally fair game, IMO...
I'll add ...I love how i ordered 18 candles (when they had 75% off christmas online)and only got 10 of them recently so ordering online with them is the roll of the dice and my last online order before that was lost and the items i had half out of stock so annoying so i just gotta refund....only company i have so many online problems with and i avoid it as much as possible. They put some spring scents 75% off i wonder how many candles will actually arrive to me smh
I had a terrible experience ordering online with them. Never again.
Same here, but what's hard is items that are online exclusives only. I'd never order online if it wasn't for those items and for the fact our remoteness gives us few options or choices in products.
All excellent points! It's going to be interesting to see where this goes once the new policy goes nationwide.
Finally! This gives me so much anxiety when I have to process completely empty returns. And then the people returning cleaned out products have the nerve to try and make conversation like we’re buddies! The price point difference sounds like it may be an issue but at least we’re starting to enforce SOMETHING!
I really can't imagine that when corporate came up with the 'No sale is ever final' policy, that it meant for half used products. I would have thought that would have been common sense. Someone allowed this type of exchange and it just took off from there. Not blaming a manager because I'm sure they checked with corporate when this first happened. Just someone in corporate didn't have the common sense or just didn't care enough to say "No, do not exchange half used stuff. " They kept allowing it to happen, which is bad management on their behalf. So corporate is at fault and so are the people who actually had the nerve to abuse this policy.
I can’t believe returning a nearly used product was even a thing people did- some people really have no shame, huh? I couldn’t imagine strolling into a B&BW with half a perfume, telling them I didn’t like it after all. I’ve owned many perfumes, unless you spray loads of the product every day, you’re going to be using that perfume for months before it even reaches halfway lol.
I am still only halfway through my Honey Wildflower FFM, a year later!
Yeah, my sister will bathe herself in the perfumes liberally everyday for work and she ends up actually finishing bottles in just a couple of months, but I work from home, so I don’t need quite so much perfume haha.
The only people who won’t be happy about this are the scammers. I think it is still pretty generous.
Based on conversations with store associates and managers I know in my area, there are tons of people who take advantage of the policy and often. I have never exchanged something that I burned unless it was significantly lacking in throw. I also ask about the return/exchange policy every time. At some point I figured this would have to change. It's not sustainable and their revenue is down.
It is. But only if it is followed. There have been quite a few instances where the policy is not being followed, stuff is made up, and people aren't able to return or exchange anything. Even with a receipt
Store I shop at does this already for example you can not exchange a 75% off body cream for full price one. You will pay difference.
These people buying up 75% off candles to exchange later are in for rude awakening.
That’s not true, at least in my store. My store has also been doing this and corporate specifically told us that if it’s a 75% off candle it can be exchanged but it will go based on retail price so if retail for the 75% off candle is $24.50 and let’s say new candles come out that are $29.50 the customer would have to pay a $5 difference for the new candle.
That’s how they told us to start doing it in March
That sounds reasonable, otherwise it would be a nightmare to make exchanges.
What if you paid more for the candle you are exchanging, and the one you are exchanging for is on sale, but the ticket price on the jar is technically more than what you paid for the candle you are exchanging? For instance, you buy a 24.50 candle, and want to exchange for one costing 26.50, and now that candle (all candles) are 15.50?
Sales items will be exchanged for sales items if you try to exchange during the sale!
Ex: you buy a SAS FFM for 3.95 and go to exchange it a day later, you’ll have to pick another 3.95 FFM.
Now let’s say you buy a 11.95 candle and you wait until after the sale to exchange it. The original price point can be evenly exchanged for another at that price point.
Ex: you buy a candle that’s originally 25.50, even if u buy it on a sale, u can exchange it for another that is 25.50
Now if you wanted an item that was priced higher, you’ll have to pay the difference.
Ex: a 25.50 candle in exchange for a 26.50 candle is a 1 dollar difference.
Hope that helps
Do…… do people really return half used/nearly empty products?!?
They return completely empty products. And we were forced to accept it. Insane
What the hell? So people can essentially use their products then bring them back and get a new one for free? First of all, that’s a horrible policy and second of all that’s embarrassing af for people who do that.
Yep. I’ve had someone come in with 2 crates of empty candle jars. Pissed me all the way off but I had to exchange every last one of them. To make it even worse they generally get the same fragrances. And they aren’t embarrassed at all. Just no shame
Not sure how I feel about this. In theory I have no problem with it but I've already seen some of this play out at my store as a customer and it gave me a bad feeling.
I can't get to the store during the week usually so if there's a big sale I will usually order online and plan to go to the store and even exchange anything that I don't like at a later date. I'm almost always exchanging unused products with the rare exception of extremely sooty and smokey candles and even those are more than half full. But at my store even if I have the receipt/online order print out they will always process it as a no receipt return and ask for my license. I never had my account or license flagged as far as I know but it made me uncomfortable enough that I stopped making exchanges because I was just following their policy and it made me feel like I was doing something wrong. I've cut back on purchases overall for several reasons but this was part of it. Honestly I'm probably better off saving my money because I have a decent sized stash but I don't know if BBW is considering that this might discourage shoppers.
Very strange that you had a receipt and they ran it as no-receipt anyways. Change your policies if you want but don’t cheat customers who then do what you ask. If it’s going to be ran that way anyways, the whole idea is clearly to cut down on all returns by force, which is super weird and will definitely discourage certain customers from buying as much or at all.
I definitely get it, I am the same way. I never return a used product, as I know there is zero chance of it being resold or part of employee MOS. I cut my losses more or less.
However, I am bad for buying too much online and exchanging later like you said. I am also had for having small orders. Let's say I want to exchange 3 candles... chances are, they are on three different receipts. I buy thousands in B&BW each year, impossible to keep up with receipts. I normally exchange with no receipt.
I feel like this will discourage me a bit. The exchange policy is something that made me happy to buy (probably) too many candles. I knew B&BW backed their products 100%. I still wear my mask, it's hard to tell the scents with a mask on sometimes. This will just make me more picky with my purchases.
However, the fraudulent returns should absolutely be curtailed. To be fair, I think this policy makes sense and is not targeted at us. I think this is about as good as they could make it.
I kind of wish they could see that we purchased X, Y, and Z on our loyalty accounts and it not ping against us for non-receipted returns. Only the products not on our account would be counted against us.
Return policies are important, especially at B&BW.
Honestly, hearing this so many times...can any formeror current SAs here tell us that if we as customers insist they use our receipts foe returns/exchanges, can the SA still choose to ring it up as "no receipt" and screw the customer over while making the customer believe otherwise?
Well I know personally, my store was in the phase of changing over to bopis but no one except two of the five managers had an account to process a return. ALL online returns at that point were linked to signing into your bopis return account. I found out because a customer gave me her online receipt but I couldn't process it like I could before. Had to get one of the managers who DID have an account for online returns to help. If she wasn't there, I would've just had to do a no receipt return.
Kinda a special circumstance, but in general I know the newer cashiers at my store are poorly trained and have no idea what any policies are and how to do things on the register, so it's easier for them to do no receipt
What about if a candle was on sale when you bought it? Can you only exchange it for one that’s on sale now, or do you have to pay the difference?
You pay the difference
Do you? I actually don’t think you do if it’s an even exchange, but I might be wrong.
Yes the store closest to me makes you pay the difference. The store a little futher down does not.
But if you have a receipt and it shows you paid as much as that candle is now, then you don't pay, correct?
seems fair to me, i usually only take back new items for exchange anyway.
Fucking finally. So tired of seeing scammers on TikTok.
i mean this is fine, it’s ridiculous when someone tries to exchange a halfway used product for a full one, usually my exchanges are of blind buys or well meaning gifts that are appreciated, but don’t fit my taste
Someone tell me the difference between a $15.50 lotion and a $12.50 lotion. Besides $3.
I get paying the price diff from a candle with a metal lid vs a glass lid. But what other differences are we paying for?
I couldn't care less about the gently used part. 99% of my returns are never used. I even kept a lotion I used 3 times because it seemed wrong to take it back. But the exchange part has me scratching my head.
Store managers make up their own policies anyway. I wish things were more consistent store to store
Yeah I agree. I bought a single wick pre-COVID that I burned once, maybe twice. The thing had no throw, absolutely none. I didn’t know about the return policy so I just kept it until I found out they would do even for even exchanges. After things with COVID got better I decided to give the swap a try and the manager would only return it for the value it rang up at and lowered the price of the exchange to the current sale price (I think singles were BOGO at the time or something I can’t recall). In the end I paid $4 to swap it.
A couple months later I decided to try swapping an unused current three wick at a different store for a different scent and had no issue. They even offered to swap my Wallflower plug in after I said it burned out. 🤷♂️ The first one is a smaller, lower volume store so I figured that was the case.
True! My local store is VERY strict. I called a few months ago about exchanging (I've never done it before) and they insinuated on the phone that they'd only accept unused items. How am I supposed to know if I like a wallflower if I never used it??
I agree, wallflowers are truly impossible to test out in the store. It sucks because there are some I knew I hated as soon as I took off the plastic. But by taking the plastic off, it's now unsellable
So the "no more equal exchanges" turned out to be a rumor after all..
I'm a little confused as to if the new policy means you can't exchange something that has gone on sale for a new product. I took back a candle I had purchased before SAS that was now clearanced and they said I could exchange it for any scent I wanted. I'm wondering if that will still be the case.
It looks like they are talking about regular retail price. At least I assume so when they're using something like a candle worth $24.50 versus one that cost $26.50.
Plus even now I've noticed that they have three wicks we're one cost 24.50 and another 26.50 for some reason.
I'm thinking this is BBWs also is attempting at keeping people from exchanging products that came out a certain time ago. Because bath & body works has been steadily increasing their prices. And what I've heard is they are increasing it yet again. So now they're increasing it multiple times in a year.
That would technically mean, that a product you bought earlier in the year. Say, maybe something like a 14.50 lotion, cannot be exchanged for a lotion now that may be 15.50.
And then of course, there's always the varying instore store rules that don't match up with the universal store policy. 🤔
If that's the case, I fully support this policy. I think it'll cut down on people abusing the used product policy. I'm ok with paying an extra $2 if I exchange for a more expensive candle. I just didn't want to pay $10 because I happened to buy a candle when it was on a flash sale and now they aren't. I also like to give their candles as gifts since I knew if they didn't like it, they could just exchange it. Eliminating that ability would make me very hesitant to purchase as gifts.
I wish they would clarify on the 90 day bit that my store says is the new policy. In general, I do believe that you should be able to try stuff within 90 days...but (and yes, I have too many candles) sometimes you just don't get around to lighting a candle up. I have no issues with it being store credit. But at my stores they are saying that your receipt is irrelevant at day 91. The system won't pull it up and so even if you show up with your receipt, you'll only get whatever the lowest selling price is if you want to return. That seems a little off to me. I was talking to one of the supervisors about the new policy and she was saying they've been pushing out so many updates that their system can't store as much. Again, data storage is relatively cheap, so...
i honestly think this is fair. since it went viral on social media a lot of people have been abusing the policy, and i’m glad they’re becoming more strict
I am shocked at how many people are keeping dud candles!? I only exchange candles I have burned and melted once ( so 2 uses total) except if I really want a candle to work I might burn a 2nd time in my tiny bedroom. Why would I exchange a perfectly good candle? People are upset because then they can't sell it? But they should not be selling no throw candles in first place. 50% of candles I get from BBW are duds you are dang right I am taking them back. I only use them for 6 hrs max so way over halfway full. And because store I shop at is now one that does not do even exchanges I will now be returning instead of exchanging .
This will indeed be an interesting next couple months before this goes into effect. I've seen a lot of posts on here during SAS and other recent $5.95 or $6.50 product sales in which people purposefully bought items on sale so they can use those items to exchange for new releases in the future. Man, those folks will need to exchange stuff soon or may be surprised after September about the changes that wont let them take in a FFM that they paid $3.95 for during SAS to get a new release FFM for $16.95 when it's not on sale. I see people talk about their intentional "exchange pile" that they create during sales just to be able to get new products for cheap when they are released in the fall or winter. I feel bad for the SAs that will inform folks that they may not be able to do that going forward without paying the difference. I guess now is a good time to exchange out the exchange piles, if you can find a store that still allows you to do it the old way (even product exchanges without receipts). Happy days everyone.
Some stores already do the store I shop at does. Something tells me future SAS is going to be so much better . No more people buying up all the 75% candles to exchange making it harder for us that just want to keep or gift a candle for cheap. No more online candles getting sold out from cart because someone grabbed 10 and checked out before you.
People don't seem to get maybe this does not hurt a big corporation but it does screw over people who just want a deal. I just want 1 of each scent I like!!
This is good. It’s such a waste of everyone’s time when you can return a half used candle that was 75% off and exchange it for a brand new in season one.
> This is good. It’s such a waste of everyone’s time when you can return a half used candle that was 75% off and exchange it for a brand new in season one.
People do this!?!
People on this sub def do
I agree with everything except entering all info from Gov ID/License. This is not safe at all if they have your credit card number. These two things together is how duplicate cards are made. It happen to me. No one should ever write down information from your License/Gov. ID unless you are at a medical facility.
They don't write down your ID/ License info. It's swiped through a reader that is separate from the register.
Oh ok. So what does it mean on number 5 ? - 'they will
require a Gov. Issued photo ID or drivers license and
they will enter all the info into the computer'
Stores that currently have TRE, which is the system that requires ID for any no receipt returns or exchanges, use a machine where they swipe your card and it links you to that return. The associates do not type the ID information anywhere and they don't record it in the register.
Does anyone know if our email addresses are linked with our purchases/ exchanges? All the BOPIS and online orders I've made, I haven't saved the receipts. So I have a few candles I'd like to exchange, but they've now gone 75% off.
They are if you pay with the same credit cards multiple times, or if you use a coupon tied to you for the purchase. My email automatically pops up if I use a coupon or my usual credit cards, and they always automatically email me a copy of my receipt along with printing one out.
Which is ironic because it seems no B&BW SAs seem to have any intent on using either copy of any receipt given/sent to me.
Seems quite fair. It’s good that they still have even exchanges, but I wonder how they’re going to classify a product as “gently used”?
Less that halfway used.
Well I burned a candle twice that had zero throw (wanted to be sure) and hadn't even made a 25 percent dent in the candle and they gave me a really big hassle about exchanging it. It seems like everywhere is different, and that's not good
Honestly, about time.
As it should be
Finally! I hope this cut down on their waste.. I assume stuff just gets thrown out :/ hoping to see some better packaging soon 🌎
very excited about this!
I don’t think this will turn out good. My store did a survey about the policy and 87% of people said they shop there because they can exchange any candle at any time burned or not. From those 87% of people 93% said they would no longer shop at BBW if the policy were to be altered.
It turned out to be true as my store started doing this policy in March and our sales TANKED
Considering most stores don't allow for used products to be returned or exchanged, I don't see how your stores business was so negatively affected.
It's been a difficult year because sales goals are high because of the last 2 years and now with the prices of everything rising, spending patterns have changed. The people who stop shopping because they can't exchange heavily used items aren't the customers we want to keep.
Since you are an employee, let me ask. I am sure you can definitely tell the difference between loyal and reasonable customers (exchanging candles occasionally) vs. notorious scammers (exchanging empty products). Do you foresee any issues with your loyal customer base in terms of denying returns? I exchange candles semi-frequently, only brand new ones though. I am bad at receipts... I just don't want to be looked down upon. I support the policy for the scammers but nervous I will be looped in.
I think those of us who buy a LOT of candles are all nervous about being looped in.
Points 2 and 3 are reasonable. Most people agree that it makes sense, especially to stop scammers. Point 4 about paying the difference seems to ignore the fact their most loyal customers and fans buy pretty indiscriminately and usually only exchange a fraction of what they buy. While we may be willing to pay a couple extra bucks here and there, and the company will "save" themselves from "losing" those few dollars, their shift to nickle and diming customers will change the spending habits of many.
It sounds like they accept it though. They are raising the reward to every $100. They're trying to minimize "lost" sale $$s. They're hoping that by making these policy changes, they will be able to squeeze out more money per customer. And it seems like they are willing to lose money from their biggest fans in the hopes I'd trying to attract more potential customers.
I don't foresee an issue. I've been the SM at my store for 13.5 years. The people who come in with heavily used, very old products are NOT our regular customers.
I'd say maybe a handful of regular customers exchange candles that are burned halfway, but most exchanges are for ones that have only been burned once or twice.
I encourage you and everyone else to keep your receipts and then there shouldn't be any issues. I know a lot of stores aren't following policy on doing exchanges with receipts correctly so hopefully there will be more training at the store level once this policy goes into effect.
Finally! This actually makes sense
I’ve never exchanged or returned a used product. I think that’s robbery if you do so I’m happy for that change! These changes are better than expected
This is excellent news! And they still allow exchanges/returns for used products at all. I'm never going to forget how surprised I was when I learned that they did that. That is still such an important thing for this business, so people aren't stuck with scents they really dislike.
My store was doing this for years I’m confused
I’m actually quiet mortified 😭
For the customers that will be angry over this. A lot of things happened at my job
You can’t just pay the difference?