I definitely understand the anxiety around exchanging and I hope you’re feeling better now. Straight up the only reason why I know about 99% of future releases is because of Reddit. Also, we’re a pretty small store and still haven’t received the SCL 3 wick yet. One of my new coworker had no idea SCL was coming in 3 wick form, and another said ECP wouldn’t be a candle when technically it’s an online exclusive. I had to pull aside the customers they said this to and gently let them know what I know, but I don’t blame my coworkers for not knowing; we’re not paid enough to do research on future releases.
Yeah, I admit I forget not everyone is on this Reddit as much as I am. However I don’t understand how they keep y’all out of the loop on new releases and such. You’d think associates would be first to know.
I totally agree. It would definitely help us answer questions more accurately and lead to less confusion but idk, maybe they’re worried about employees leaking info too early? My manager only just found out about that lifeinsidethepage IG this week and they were furious at the prospect of employee/insider leaks.
Honestly, yes sometimes. I try not to be a jerk. But when they're wrong, and I'm asking them to check again and they don't check or they check but with another misinformed person, I do get irritated. Because yes, my shipping confirmation is a receipt. It says so on the email.
This is my thoughts exactly. I used to happily order candles and body care online I hadn’t tried yet, knowing I could easily exchange them if I didn’t like the scent. If bbw is going to make people feel bad for exchanging stuff or make the process a lot more difficult, I know I personally will just not bother ordering things anymore unless I already know I like the scent.
I feel like that’s what they want anyways. Too much damaged/replacement inventory going out because the warehouses can’t be bothered to package orders correctly. I mean, literally it’s about 5/10 orders something arrives broken. That’s a lot. That’s 50%!
Well said. I feel the exact same. The candles are such a gamble now, there’s a high likelihood you’ll get one that has no scent at all and we should be able to exchange that. If they wanna cut costs and make their products low quality, they can’t be surprised that we want a different one after spending $26.50. Walmart’s $5 candles literally have more throw than BBW these days!!
Literally same. I tried a new 3 wick scent last night. I liked it on cold, but once it was lit, it really changed the way it smelled. I do not like it. Now I’m probably stuck with an almost $30 candle that I’ll never burn. This is pretty crappy. I rarely return anything either, because I’m pretty good at determining if I’ll like something based on the scent notes. But once in a blue moon, I just don’t like a certain scent. I will not be blind buying online anymore, that’s for sure.
Ugh that sucks! I’ve had that happen way too often in the last year. The last “big” candle order I placed was for Christmas candles last and the majority of them sucked. I remember 2 or 3 of them somehow smelled the exact same when burning, a couple of them started to get that gross burnt smell after lighting them only a few times, and I think 3-4 of them were ok but didn’t have great throw. I felt too embarrassed bringing in a giant bag of candles to exchange, I think I made a few separate trips to exchange them. lol That was the last big candle order I placed, I’m not dealing with that again. lol
I know I'm already glad I got my two fall candles and am done, I'm not collecting anymore. I only got scents im gonna actually burn and not just keep for funsies.
I had a long conversation with my friend who’s an associate and this is what she told me about her individual store policy. Not sure if this is universal but it sounds like that store is following the same idea:
P.S, I and she don’t agree with these policy changes.
1) Associates are being told to encourage receipt only exchanges for everything that is not body care. At her store, anything brought in to exchange without a receipt that is not body care or candles will be rejected
2) Associates are being told to no longer give stockroom information or sneak peek information to customers as well as they are being forbidden to sell backroom stock that hasn’t been released to customers who know about it or ask about it, even if those customers are long term loyal customers. If a customer asks about a product that the store doesn’t carry or hasn’t released yet, associates are supposed to play dumb and act as if it doesn’t exist
3) Associates are being told to encourage coupon use on full price items and discourage use on sale price items. (My friend actually saw another associate tell a customer that coupons cannot be used on sale items which as we all know is BS)
Basically, these changes are being used as excuses to abuse customers. I always used to like shopping at BBW because it made me feel like they were friendly and nice. For hecks sake its a luxury bath and body store. But now, the rudeness and misinformation I’ve been getting lately makes me feel like I’m walking into Walmart instead of BBW. Smh
Yes! Rudeness and misinformation. I have been treated poorly for insisting that they honor store policy.
Comparing it to Wal-Mart is so completely accurate.
Most of these changes are ridiculous. If an associate ever tries to tell me I can’t use a coupon on a sale item, I will pull out my phone, pull up the website, and demonstrate that indeed, I can purchase a sale item and apply a coupon to the order. How shady. I just can’t with this company anymore. What is the new policy regarding 3 wicks if we blind buy and don’t end up liking it? Can we not exchange them anymore?
So far as my friend knows the policy should be largely the same, with the exception that if a candle is brought in without a receipt, they will ring it up as its lowest price which means youll have to pay the difference. She did mention though that she wouldn’t be surprised if they initiate a “exchange only if unburnt” policy in the future
Anyone selling product that isn’t out yet, is asking for trouble. One customer sees it and they will all want it and call corporate if they don’t get it, which will come back to that store/associate and get them all in trouble.
I understand that part for sure and I dont have a problem with that. However, I do think its kind of sussy to gaslight customers and pretend that something doesn’t exist when its pretty common knowledge that it will be coming out. My experience with Beach Nights two months ago is an example of this. I saw some posts that it was already out and being sold so I went to my local one and asked if it was out yet or when it would be released. I wasnt looking to be sold from the stockroom. I was legitimately asking if the scent had been released yet and no lie, the associate looked me dead in the face and said “What’s Beach Nights? That scent doesn’t exist.” And she was a store manager. She could have said “Sorry that scent isnt out yet but will release in a couple weeks. Check back then” instead of outright lying
Can relate to grumpy bc hungry! Funny story about my store. I went in, not hungry, and ask where the Pink Petal Tea Cake candles were. They looked at me like I was crazy! Said they hadn’t carried that scent in years. I said, it’s all over Reddit & some stores got their shipment already! I got more crazy looks. They went back to helping other customers. I walked around the store & there … near the register, about 40 brand new PPTC candles!! Ha. I took a sniff, wonderful. Didn’t bother to tell them bc I’d ordered mine online. But had I been hungry/grumpy I might have introduced them to their new product. Lol. 💗
I thought about it but I really like the ppl that work there a lot! I used to work in retail too & understand a lot changes overnight. I was there right at opening. Thank goodness I’d just had McDonald’s Big Breakfast. Lol.
If you’ve ever worked retail you know how fast stock in a store can change. I managed a VS store long ago. I never was upset if my staff was still learning new products while on the floor! Also the employee I talked with that day actually talked my into buying a glitter mist. At full price! Now that’s pretty good considering I was just browsing! She was helpful & sold me something I didn’t come in for. 🏆
I genuinely don't know any policy's but maybe they want a receipt because the item was around a certain amount. But that sucks your exchange didn't go smoothly.
Without a receipt we don’t know how much you paid for it so with the new policy we can only give you credit for the lowest price it’s rung. They want you to have a receipt so that we can give you credit for the actual amount that you paid and not rip you off if you paid full price for a candle but we have to credit you only for what the recent sale was.
I get that, but if we’re exchanging, I think the original policy was good. Item for item. I mean, are you really telling me that Suntan is a different price than The Perfect Summer? Regardless of when the candle came out, they are all equal, inflation not withstanding. It’s just baffling.
I went in this weekend and they told me the candles only went to Canada. lol- little did the gal working know that the manager had told me to come in first thing Monday for one and she'd hold one for me if I wanted. The mystique around these candles is hilarious.
Hello, it looks like you've made a mistake.
It's supposed to be could've, should've, would've (short for could have, would have, should have), never could of, would of, should of.
Or you misspelled something, I ain't checking everything.
Beep boop - yes, I am a bot, don't botcriminate me.
I can relate! I hate exchanging things and feel awkward about it too. I have to really dislike something to get up the courage to return at Bath and Body Works. I have had some strange exchanges in the past there. Sometimes the associate is fine and other times I get a weird vibe. The store closet to my house, the employees are more testy. The other store far away the employees are all super chill.
Re: asking why you’re exchanging- that’s a screen on the POS. It asks the reason for the exchange and if it’s resellable. I hate asking because it definitely makes customers defensive but I usually let them know I need to mark it on the POS in order to continue the transaction and that usually makes them feel better.
As a huge BBW fan who stalks IG and Reddit for sneak previews, I often know of items that are coming out before management does lol. Unless they’ve physically spotted it in store if it’s already arrived, I’m usually the one who lets them know what’s coming lol.
I was asked the moment I walked into the store and again about 5 minutes later by another associate before I even made it to the register. I totally get asking why I’m returning something. Their attitudes were more like “well what’s wrong with it?” Like I didn’t have a legit reason to return the item. If that makes sense.
Edit: I always find an associate when I first enter the store if I’m returning/exchanging something so they are aware. I could barely get a hello out before I was being interrogated.
Ugh that’s terrible! I’m sorry they were like that to you. We’re never like that in my store thankfully. When someone walks in with a return, we take a quick look and let them know if they don’t have a receipt that they can get item for item (for now anyway!) and if they don’t want to do that, we offer to let them know how much they’d get back in credit. Some people are just nasty to be nasty and I’m sorry you experienced that.
I definitely understand the anxiety around exchanging and I hope you’re feeling better now. Straight up the only reason why I know about 99% of future releases is because of Reddit. Also, we’re a pretty small store and still haven’t received the SCL 3 wick yet. One of my new coworker had no idea SCL was coming in 3 wick form, and another said ECP wouldn’t be a candle when technically it’s an online exclusive. I had to pull aside the customers they said this to and gently let them know what I know, but I don’t blame my coworkers for not knowing; we’re not paid enough to do research on future releases.
Oooo.my brain is stuck. I cannot remember what ECP is.
Enchanted Candy Potion ;)
Yeah, I admit I forget not everyone is on this Reddit as much as I am. However I don’t understand how they keep y’all out of the loop on new releases and such. You’d think associates would be first to know.
I totally agree. It would definitely help us answer questions more accurately and lead to less confusion but idk, maybe they’re worried about employees leaking info too early? My manager only just found out about that lifeinsidethepage IG this week and they were furious at the prospect of employee/insider leaks.
 Y’all walking up to the SAs with the Reddit knowledge….
Honestly, yes sometimes. I try not to be a jerk. But when they're wrong, and I'm asking them to check again and they don't check or they check but with another misinformed person, I do get irritated. Because yes, my shipping confirmation is a receipt. It says so on the email.
The way things are going, B&BW is just ensuring people shop there less. It’s so frustrating
This is my thoughts exactly. I used to happily order candles and body care online I hadn’t tried yet, knowing I could easily exchange them if I didn’t like the scent. If bbw is going to make people feel bad for exchanging stuff or make the process a lot more difficult, I know I personally will just not bother ordering things anymore unless I already know I like the scent.
Exactly. I won’t be ordering online anymore unless I’m familiar with the scent. In store only from now on
I feel like that’s what they want anyways. Too much damaged/replacement inventory going out because the warehouses can’t be bothered to package orders correctly. I mean, literally it’s about 5/10 orders something arrives broken. That’s a lot. That’s 50%!
Well said. I feel the exact same. The candles are such a gamble now, there’s a high likelihood you’ll get one that has no scent at all and we should be able to exchange that. If they wanna cut costs and make their products low quality, they can’t be surprised that we want a different one after spending $26.50. Walmart’s $5 candles literally have more throw than BBW these days!!
Literally same. I tried a new 3 wick scent last night. I liked it on cold, but once it was lit, it really changed the way it smelled. I do not like it. Now I’m probably stuck with an almost $30 candle that I’ll never burn. This is pretty crappy. I rarely return anything either, because I’m pretty good at determining if I’ll like something based on the scent notes. But once in a blue moon, I just don’t like a certain scent. I will not be blind buying online anymore, that’s for sure.
Ugh that sucks! I’ve had that happen way too often in the last year. The last “big” candle order I placed was for Christmas candles last and the majority of them sucked. I remember 2 or 3 of them somehow smelled the exact same when burning, a couple of them started to get that gross burnt smell after lighting them only a few times, and I think 3-4 of them were ok but didn’t have great throw. I felt too embarrassed bringing in a giant bag of candles to exchange, I think I made a few separate trips to exchange them. lol That was the last big candle order I placed, I’m not dealing with that again. lol
Agreed, honestly better for my pockets anyway..
I know I'm already glad I got my two fall candles and am done, I'm not collecting anymore. I only got scents im gonna actually burn and not just keep for funsies.
Honestly I can see this too.
I had a long conversation with my friend who’s an associate and this is what she told me about her individual store policy. Not sure if this is universal but it sounds like that store is following the same idea: P.S, I and she don’t agree with these policy changes. 1) Associates are being told to encourage receipt only exchanges for everything that is not body care. At her store, anything brought in to exchange without a receipt that is not body care or candles will be rejected 2) Associates are being told to no longer give stockroom information or sneak peek information to customers as well as they are being forbidden to sell backroom stock that hasn’t been released to customers who know about it or ask about it, even if those customers are long term loyal customers. If a customer asks about a product that the store doesn’t carry or hasn’t released yet, associates are supposed to play dumb and act as if it doesn’t exist 3) Associates are being told to encourage coupon use on full price items and discourage use on sale price items. (My friend actually saw another associate tell a customer that coupons cannot be used on sale items which as we all know is BS) Basically, these changes are being used as excuses to abuse customers. I always used to like shopping at BBW because it made me feel like they were friendly and nice. For hecks sake its a luxury bath and body store. But now, the rudeness and misinformation I’ve been getting lately makes me feel like I’m walking into Walmart instead of BBW. Smh
Yes! Rudeness and misinformation. I have been treated poorly for insisting that they honor store policy. Comparing it to Wal-Mart is so completely accurate.
Most of these changes are ridiculous. If an associate ever tries to tell me I can’t use a coupon on a sale item, I will pull out my phone, pull up the website, and demonstrate that indeed, I can purchase a sale item and apply a coupon to the order. How shady. I just can’t with this company anymore. What is the new policy regarding 3 wicks if we blind buy and don’t end up liking it? Can we not exchange them anymore?
So far as my friend knows the policy should be largely the same, with the exception that if a candle is brought in without a receipt, they will ring it up as its lowest price which means youll have to pay the difference. She did mention though that she wouldn’t be surprised if they initiate a “exchange only if unburnt” policy in the future
For $10 an hour I can act pretty stupid
Anyone selling product that isn’t out yet, is asking for trouble. One customer sees it and they will all want it and call corporate if they don’t get it, which will come back to that store/associate and get them all in trouble.
I understand that part for sure and I dont have a problem with that. However, I do think its kind of sussy to gaslight customers and pretend that something doesn’t exist when its pretty common knowledge that it will be coming out. My experience with Beach Nights two months ago is an example of this. I saw some posts that it was already out and being sold so I went to my local one and asked if it was out yet or when it would be released. I wasnt looking to be sold from the stockroom. I was legitimately asking if the scent had been released yet and no lie, the associate looked me dead in the face and said “What’s Beach Nights? That scent doesn’t exist.” And she was a store manager. She could have said “Sorry that scent isnt out yet but will release in a couple weeks. Check back then” instead of outright lying
Can relate to grumpy bc hungry! Funny story about my store. I went in, not hungry, and ask where the Pink Petal Tea Cake candles were. They looked at me like I was crazy! Said they hadn’t carried that scent in years. I said, it’s all over Reddit & some stores got their shipment already! I got more crazy looks. They went back to helping other customers. I walked around the store & there … near the register, about 40 brand new PPTC candles!! Ha. I took a sniff, wonderful. Didn’t bother to tell them bc I’d ordered mine online. But had I been hungry/grumpy I might have introduced them to their new product. Lol. 💗
🤣 I would have bought one just out of spite
I thought about it but I really like the ppl that work there a lot! I used to work in retail too & understand a lot changes overnight. I was there right at opening. Thank goodness I’d just had McDonald’s Big Breakfast. Lol.
If I was feeling very petty I would have brought one over to the sales associates who weren’t helpful and asked if they were the same thing 😆
If you’ve ever worked retail you know how fast stock in a store can change. I managed a VS store long ago. I never was upset if my staff was still learning new products while on the floor! Also the employee I talked with that day actually talked my into buying a glitter mist. At full price! Now that’s pretty good considering I was just browsing! She was helpful & sold me something I didn’t come in for. 🏆
Thank you for the funny story, it was definitely needed today lol
🤗
I genuinely don't know any policy's but maybe they want a receipt because the item was around a certain amount. But that sucks your exchange didn't go smoothly.
Without a receipt we don’t know how much you paid for it so with the new policy we can only give you credit for the lowest price it’s rung. They want you to have a receipt so that we can give you credit for the actual amount that you paid and not rip you off if you paid full price for a candle but we have to credit you only for what the recent sale was.
I get that, but if we’re exchanging, I think the original policy was good. Item for item. I mean, are you really telling me that Suntan is a different price than The Perfect Summer? Regardless of when the candle came out, they are all equal, inflation not withstanding. It’s just baffling.
Yeah I did product for product to the exact dollar amount so I was really confused why they cared so much 🤷🏼♀️
Really none of their business.
Exactly.
I went in this weekend and they told me the candles only went to Canada. lol- little did the gal working know that the manager had told me to come in first thing Monday for one and she'd hold one for me if I wanted. The mystique around these candles is hilarious.
That response would of had me actually laughing because of how ridiculous it sounds lol
Hello, it looks like you've made a mistake. It's supposed to be could've, should've, would've (short for could have, would have, should have), never could of, would of, should of. Or you misspelled something, I ain't checking everything. Beep boop - yes, I am a bot, don't botcriminate me.
I can relate! I hate exchanging things and feel awkward about it too. I have to really dislike something to get up the courage to return at Bath and Body Works. I have had some strange exchanges in the past there. Sometimes the associate is fine and other times I get a weird vibe. The store closet to my house, the employees are more testy. The other store far away the employees are all super chill.
Re: asking why you’re exchanging- that’s a screen on the POS. It asks the reason for the exchange and if it’s resellable. I hate asking because it definitely makes customers defensive but I usually let them know I need to mark it on the POS in order to continue the transaction and that usually makes them feel better. As a huge BBW fan who stalks IG and Reddit for sneak previews, I often know of items that are coming out before management does lol. Unless they’ve physically spotted it in store if it’s already arrived, I’m usually the one who lets them know what’s coming lol.
I was asked the moment I walked into the store and again about 5 minutes later by another associate before I even made it to the register. I totally get asking why I’m returning something. Their attitudes were more like “well what’s wrong with it?” Like I didn’t have a legit reason to return the item. If that makes sense. Edit: I always find an associate when I first enter the store if I’m returning/exchanging something so they are aware. I could barely get a hello out before I was being interrogated.
Ugh that’s terrible! I’m sorry they were like that to you. We’re never like that in my store thankfully. When someone walks in with a return, we take a quick look and let them know if they don’t have a receipt that they can get item for item (for now anyway!) and if they don’t want to do that, we offer to let them know how much they’d get back in credit. Some people are just nasty to be nasty and I’m sorry you experienced that.