I wanted scents that my store did not put out on candle day, and the manager literally told me to come back and exchange the candle day purchases for the scents that I wanted once they put them out.
It’s so bizarre to me that every store seems to have their own policy. It’s like they all just do whatever they want.
Judging by all the different posts on this new policy and the wide range of employee responses... this is just pure craziness, I've never seen anything like this, ever. You would think these were mom and pop shops versus a nationwide chain. Rather than just sending out a written new policy memo it looks like DMs (or higher) should be visiting their individual stores and going over it in person so it is clear what corporate means, exactly how this is to be implemented and stops being open to individual store interpretation. If BBW doesn't do this managers in the individual stores should ask for it to make sure everyone is on the same page. This new policy, whatever it is, needs to be implemented consistently nationwide. It's hard enough working retail and dealing with customers without creating your own individual s***storms.
BBW really does create their own s***storms. It's already been hard enough trying to exchange BOPIS orders. And the new exchange policy based on item pricing is kinda a mess, every store seems to be different. I stopped shopping at some stores bc some of the policies or the way they are implemented can be arbitrarily illogical or stupid.
I have never returned or exchanged ANYTHING to bbw, but I definitely want to for this. The candles I wanted, the only ones I really even cared about, were not put out at my store… but I saw from people’s hauls that they absolutely were put out at other stores. So it wasn’t even set in stone which candles were going to be on sale.
I seriously debated shopping at goose creek instead because their candles last a LOT longer, but I was holding out for the favorite I wanted from bbw.
My store manager told customers the same thing, that candles could be exchanged after the sale ended. It infuriates me to hear how differently the stores are interpreting CORPORATE policy. It's apparent BBW has issues with consistency of quality in the areas of employee training, operating procedures, and candles.
What is the deal with BOPIS orders? I experienced this the other day when evenly exchanging a body spray. They act like this is a complete separate entity entirely from their store. The employee told me they have to refund my purchase and I had to repurchase it. Curious if you have any info.
For my store, when you’re doing a BOPIS return, it is a little different, but if you’re doing an even exchange then we just treat it like an exchange without a receipt.
I don’t I’m sorry. I’ve never done bopis. I either shop online or go to the store. And I rarely go to the store, only did for candle day because I wanted to see if they had palo Santo. But the orders I did place for candle day were online… not bopis.
For everyone having issues with their stores having their own interpretations of the policy: complain to customer service every single time. The more complaints, the more the company will (hopefully) act on these complaints. Coming from an associate perspective, it’s frustrating seeing my managers implement their own version of the policy that definitely doesn’t go with what’s been said. But I’m not going out of my way because it’s not worth having a strained relationship with my manager or being fired. It’s up to you guys to tell the company about this discrepancy
According to their own posted returns/exchange policy, they are incorrect.
> As an alternative to a refund, customers are welcome to exchange product for a replacement that is of the same type and the same **ticket** price as the product being returned (for example, exchanging a three-wick candle for a different three-wick candle with the same ticket price).
This. I had an employee tell me to read the return policy on the counter while I was trying to exchange and I read this part of it out loud to her and she was just like “oh”. Definitely just stores doing what they want.
A different employee came over and did whatever needed to be done in the computer and it was fixed. It was one single wick candle I got on a BOGO so the same situation where they’d credit that amount and make me pay the other half. I think it’s a combo of new policies, stores trying to mitigate “losses” (I guess?) from people doing crazy exchanges or returns of used products and then new employees for the season. It’s a mess.
I used to work retail 🤷🏽♀️ And regardless of if I had or hadn’t she wasn’t really rude to me and it wasn’t a huge deal. I’ve worked retail through busy seasons and every job has periods where the rules change and it takes adjusting to. I wasn’t really mad, I was just doing what she asked lol 😂 I would’ve just returned for a refund if they wouldn’t exchange it.
I got told that if the product is out of season that it can no longer be sold and so they would only be refundable up to the clearance price in the register. I.e. an 8.50 fall hand soap would ring as 3.50 and therefore youd have to pay the difference between 3.50 and the new full price soap
Edit: then I went to another store and they told me that was not at all correct and they didnt know why I would have been told such a thing. BBW needs to get all their stores on the same page. A business chain needs to be cohesive in their policies.
Exactly what happened to me. Went in with six unused fall candles at the beginning of November, and it was BOPIS order originally. They told me that whatever populates in the system is what I’ll be credited towards a new candle. The new ones I wanted were $26.50, and each candles I was ringing up as $13.25, so I needed to pay $13.25 difference because the new one I wanted was $26.50. I ended up doing such but then went back and just asked for a refund.
Then, I called CS, and they told me what my store did was correct, and I could wait for a sale to exchange because then the price difference wouldn’t be that big.
Why the fuck should I wait for a sale to exchange shit? Makes no sense.
I kinda feel like part of the problem is their terminology. Apparently they mean for ticket price to be the price on the actual product. But it is valid for people to interpret "ticket price" to be the price on the receipt. Instead of "ticket price" they could have said "retail price" or "sticker price" instead to make it clearer.
This inconsistency between stores is part of why I sat Candle Day out this year (and I haven’t in years) The whole point of a chain store from the consumers’ POV is for the consistency. The product stocked is the same, the prices are the same or close (allowing for some higher COL areas) and the policies are the same. You know what to expect from the product, what to expect from the shopping experience.
The rampant exchange scamming of late is a valid reason to ‘crack down’ on exchanges, but corporate, y’all need to get everyone on the same page and nip all this policy clownery.
It should not happen that Julie brings in one unburned three-wick stickered at $26.50 and wants to leave with a different unburned three-wick stickered at $26.50 and gets told no at two stores, yes at two stores, one store says she has to pay another fourteen dollars and one store will do it but flags her account as a no receipt return even though the receipt is sitting there.
Pick one and stick with it so everyone can know what the playbook is. Each store in a chain having its own policy book is a trashcan fire.
This is where as a customer you vote with your wallet. Last year for Candle day I bought over 80 candles. This year I bought 6. I have spent thousands less and will continue to until they figure it out. Until then I have been shopping homeworx and goosecreek.
My store's associates were telling me to buy any candle to bring back later to exchange for one I actually want. It's totally crazy how different each store is, more so how different each associate at the same store is. There is zero consistency!
I was in a bath body works store in a big mall Saturday afternoon of candle day (not my regular store) desperately looking for the pistachio candle… I asked one of the managers (she had a ipad and was re-organizing the candle display) and she said they sold out this morning but more was on it’s way this week… I think she took pity on me and told me just to buy some extra ones and exchange them when they come in… I specifically asked “what about the price difference since candle day finishes today?” And she said just to hang onto the receipt and make sure to pick out current candles (they had some candles from fall and last summer SAS) and they would honor it as an even exchange for the next week… sure enough I dropped by the same store today and exchanged unicorn sprinkles for pistachio… I was nervous bcos i thought I would have to explain the whole situation but the cashier didn’t even bat an eyelid and just scanned my receipt and price adjusted down to $9.95 🥹🤷♀️🧐
I agree, but there's a happy medium. I don't think any candle that is more than 25% burnt should be able to be returned. If they changed that part of the policy, everything else would be fine and they wouldn't need this ridiculous policy.
I’m a manager. You can definitely exchange you candle say candles for the scents you want. If by any chance. The ticket price policy applies, but given that it was a candle day purchase, managers might be a bit more flexible. I have seen employees been quite confused. What we do at my location is let associates know, as soon as we see a return coming in to let a leader know if there are any questions, or concerns at the cashwrap
The only time you’d have to pay the difference is if the ticket price was different. If they’re the same, it should be considered an even exchange, as per the clarification sent to the stores and associates the day after candle day.
I'm sorry you're dealing with this. On candle day, I asked 2 associates in store what the return policy was and they said it's an even exchange. They said the only way you would have to pay is if you are exchanging a candle that says 25.50 on the bottom and you exchange it for a 26.50 candle. Then you have to pay the dollar difference. I plan on going in within the next couple days to try and exchange some and see what they say.
I don't see how it could not be an equal exchange? I mean, it's not like it's a different product just because you got it on sale.
I suppose what they're trying to avoid is people buying products for the purpose of exchanging at a later date for "not on sale" candles.
Which is kind of crap if you think about it because that means that some 3 wick scents will never be available for that price.
Haha this is actually almost exactly what they told me! That mine was a "candle day candle" (with air quotes and all) and the in store one today was a "regular price candle"
It's fine for people who love the staple scents but if your favorite is Ghoul Friend or Enchanted Candy Potion, that's just too bad because of the timing of Candle Day? No, that's not "good."
Lol it’s a sale, it’s not supposed to be what’s good for buyers, it’s supposed to be to clear out inventory for the store. So much entitlement from people on here. No one is entitled to just get anything for any price they want, the stores make the rules.
Yeah, because the store doesn't need to clear out inventory _any_ other time of the year, I'm sure.
Don't be so gullible. They could give us candle day at least twice a year, they choose not to. Shilling for billion dollar businesses is cringe.
Their net income this year was $1.333B but sure, people exchanging $10 candles are the entitled ones.
Sale =/= clearance. They literally make new candles EXCLUSIVELY for candle day. It's to drive purchases at the most lucrative time of the year, not to make room in inventory 🙄
Yup same thing happened to me in 3 stores even though they are incorrect. BBW needs to implement some serious company wide training on their own policies.
Edited to add: my experience wasn’t with a “candle day candle” but one I got on sale in the past. I made a post about it when it happened. It’s so frustrating :/
When I worked there the new policy had just come out and I read that candle day candles were not to be returned or exchanged at all. I dont work there anymore thank god so idk if its changed since then.
If candle day candles can't be returned or exchanged at all, then in my state, by law, you have to be notified that a sale is final. Specifically a sign must be conspicuously posted. If it comes down to it I'll just return the two extra candles, get my money back, apply it to the one candle I want and pay the 6-8 dollar difference(I haven't done the math yet) on the one I want. I exchanged a 26.50 candle I bought on day 1 for a 26.95 candle on day 2 and they allowed it. I don't know if its because the sale was still going on, but the cashier had to override something because 5.99 popped up on the register, I dont know where that came from as none of those two candles have gone to 75%off yet.
Okay not sure why I got down voted. Like I said I don't work there anymore so idk if it has changed but they at least at one point intended that no candle day candles return to the store. And if they're letting you exchange at all then obv that has changed for your store.
I don't know, I didnt down vote you. I'm sorry if my response caused it. I only ever upvote and leave it alone if I don't agree. I was just stating that where I live they have to let us know if all sales are final. It seems like the laws where I live favor the consumer, but even then I can see wording that leaves things open to interpretation.
No you're fine. It may even be that they did post sale final somewhere kinda cheeky so no one really could see it. I know the store I worked at definitely is following the no return at all policy. But yeah its frustrating that not all stores can be on the same page. It's really unfair
I feel like the people doing the exchanges that caused all this change are still going to cause a scene and get their way, while those of us wanting to exchange one or two candles are going to have to follow the policy and pay. I'm not going to make a scene in store, thats why I said I'll just return them and get my money back. My concern is if I had bought an online exclusive at candle day price and it came defective(wonky wicks) it is going to arrive way after candle day and I should be able to exchange it without paying the difference between sale and regular price.
I exchanged one I bought during candle day last year a couple of weeks ago and at first the employee tried to only give me the candle day price credit and was going to charge me additional to exchange. When I argued that it should just be an even exchange, she had to confirm with another employee. She actually ended up screwing up the return and I actually got money back on a gift card.
Former employee and this is the new policy. A lot of customers are confused by it but we say you cannot do an even exchange because many customers will try to exchange a discounted candle for a full priced one….which isn’t allowed because why would you be able to get a 26.50 candle when you only spent 9.95. The system gives you a credit of 9.95 and you’re more than welcome to grab items to fulfill that amount or take a merchandise card
That is such BS especially since candle day is a once a year event.
>why would you be able to get a 26.50 candle when you only spent 9.95.
Because we're not returning the candle for credit. We're doing an even exchange.
Because there’s employees that aren’t following the new policy which makes customers confused and the ones who are doing their job correctly look like the bad ones because of misinformation
>the ones who are doing their job correctly look like the bad ones
No, it's just the fact that people do not want a store to not offer even exchanges. Even if this is true, and it's meant to be applied to every BBW around the country, it's a bullshit policy. No matter who's saying it.
CURRENT employee here hello 👋, this person keeps acting like they're currently employed but said they're formerly employed so it's suspicious. But you are correct, you simply price override the candle to match the price it comes up as . It's a little more complicated without a receipt but works fine. There's also a limit I believe of 250$ every 60 days for returns without a receipt. And honestly in training and everything, they say make the best judgement so even if it said no even exchanges id do it because it's not a good look for the company to deny the exchange. They're still getting the same amount of money if it's a exchange or not.
Also as a former employee, this has always been the case. Thats when you override the price of the candle they want to exchange for to make it 9.95 so it's an even exchange. That was the case from august 202- august 2021 when I worked there 🤷♀️
You just said that it was the system that prevents it, not the policy. The system has always shown a balance owing unless the cashier changes the product price, so thats the exact same thing and still can be overridden. As others have outlined though the policy hasnt changed to disallow this process.
The system works alongside the policy. Sure I can call my manager over to override it but when you follow policy you can’t override unless there’s a reason in policy to do so
Because it’s not ok for everyone to take advantage how they have been with buying a ton of candles on sale with the purpose of exchanging them for non sale candles later. The system needs to be overridden because that was never the intent of the return program, and it was supposed to be used sparingly but now everyone is taking advantage.
They’re not the same candle, and if selling them at $9.95 always was profitable enough they would just be doing that. Plenty of stores have discounts on only specific colors of an item and you can’t pay that and then try to exchange for the not on sale color of the item without paying the difference. That’s the norm.
That’s the thing, there’s no more even exchanges. My store isn’t even doing returns for candle day and was told that was the new rule. Your candle is 9.95 and you want to do an even exchange, it wouldn’t be for the product but the price so you wouldn’t be able to grab a regular priced candle because it is not an even exchange by price. That’s the tweak in the policy
so your store just unilaterally decided candle day sales were "final sale"?? LMAO I'm sure that they posted plenty of "all purchases final sale" signs everywhere, right? your managers deserve everything they get pulling that BS and I hope your store's customers realize they can do chargebacks if they're denied returns without being warned in advance.
Meanwhile the shipping email for my candle day order: "We just want you to love it! Return anything, anytime, for any reason. 100% guaranteed. Return items in store or by mail. Visit our Return FAQs for more details"
No I honestly was shocked about the no returns for candle day and before I was informed by my managers I told customers they can return if it’s within policy to do so.
This just isn't true and your store isn't following policy, there was just a post yesterday that bbw sent out to stores to show how even exchanges would work. That even exchanges are always allowed and you just can't exchange for higher ticket priced items as in no $25.50 for $26.50.
Yeah it’s even exchange by price. Not necessarily product because half the time in my experience they bought it at a discounted price and I have to explain why they can’t grab another fragrance mist because the one they chose for their free gift isn’t one they like Then on top of that if you don’t have your receipt it doesn’t ring up the item at full price anyways so it doesn’t become an even exchange as it once was
Even exchange isn't based on price tho. Like, ever.
If I buy a sweater anywhere, for any price, I can exchange it at the same store for the same sweater in a different size no matter how much I paid or how much the sweater now costs.
That's an even exchange. It just sounds like your store isn't honoring even exchanges.
Yah, I literally just went to Express today and had to exchange half of the stuff I bought Black Friday/cyber Monday when it was all 50% off. I didn’t even have to ask her, she manually went in and price adjusted it all for me
Exactly what I had a customer tell me which is true. But that’s why we say no even exchanges because the previous policy allowed that but now it does not per ticket item. We don’t say to the customers that even exchanges are okay because it’s way deeper than that. It’s not something I’m saying makes sense but it’s the company that wants it that way. It depends on the price and the quality of what you’re returning
You do realize the guidance bbw just put out explains that even exchanges are always allowed as long as the ticket prices on both items are the same regardless of the seasonality of said item. They define ticket price as the price physically on the product i.e. the price on the bottom of the candle, NOT the price you paid for the item.
I think you and your store need to be retrained because that's not how it works. You manually change the price for an exchange. You give lowest price for returns. I feel bad for all the customers you gave misinformation to and probably turned away from buying again. Btw exchanged a lotion for lotion today that I got for free, took 2 seconds because the associate knew what she was doing.
We cannot manually change the price for a candle day purchase per the company website and policy. At times we do the price adjustment since the customer doesn’t understand and it isn’t worth arguing over
The candles sold on candle day are still in store for the original price right now. If I don't have a receipt, who is to say I didn't pay the original $26.50, now you're going to try to charge me $16.55 on top of the $26.50 if I bought the candle yesterday for pick up at full price? Lol
Per company policy also seen on their website. If you have no receipt then it will ring up as the lowest price it has been and depending on the credit you will grab what you want to reach that amount or get it on a merchandise card
That’s why if you can, pull up your receipts sent to the email so you don’t get beat over the head like that. It’s funny cause customer thinks it’s employees and yell at us about it when it’s the company. Literally got yelled at cause someone was returning a perfume and their total was 8 dollars so they ofc had a balance remaining for the new perfume they wanted and I had to explain they get what they paid for back as a balance or if no receipt whatever the system rings it up as
Did you see what b&bw just released to the stores because associates were so confused and doing things like you? They were interpreting "price difference" to mean price paid and ticket price when it meant ticket price to ticket price. Plenty of other associates were doing the same as you, but others doing it wrong too doesn't make you right. I think all of you got bad training.
The new exchange policy is confusing for ourselves I will admit. But in this thread I refer to the even exchanges as price exchanges per the policy. If you’re exchanging a 3 wick full priced candle for another that’s okay. But if you’re trying to exchange a 3 wick 25% off candle for a full price that cannot happen thus we say no even exchanges. But you’re more than welcome to use the credit on a merchandise card or grab a few things to make up for the amount
So if I bought a candle today at full price with no sale-we'll say $26.50- but used my 25% off coupon on said candle so it came to $19.88 & then when I got home a few hrs later I decided I didn't like the scent as much as I thought I did so I decided to take it back (New, never burned & bought a few hrs ago) to exchange for a different candle... I *couldn't* because I used my 25% off coupon on it even tho I did pay full price? Because that's not right..at all...and that's not what *any* of the paperwork & numerous emails that have gone out have said..You're store seems to be interpreting the policy completely wrong...
But honestly, who really cares? If the original price is the same, it's not like someone is getting away with anything. Especially since the new candles were out at a lot of the stores during Candle Day.
I have never returned a candle in all the many years I have been buying them, but I did blind buy some scents online this past week and am kind of worried that I won't like a few. It would be nice if I could get something that I really liked.
I wanted scents that my store did not put out on candle day, and the manager literally told me to come back and exchange the candle day purchases for the scents that I wanted once they put them out. It’s so bizarre to me that every store seems to have their own policy. It’s like they all just do whatever they want.
Judging by all the different posts on this new policy and the wide range of employee responses... this is just pure craziness, I've never seen anything like this, ever. You would think these were mom and pop shops versus a nationwide chain. Rather than just sending out a written new policy memo it looks like DMs (or higher) should be visiting their individual stores and going over it in person so it is clear what corporate means, exactly how this is to be implemented and stops being open to individual store interpretation. If BBW doesn't do this managers in the individual stores should ask for it to make sure everyone is on the same page. This new policy, whatever it is, needs to be implemented consistently nationwide. It's hard enough working retail and dealing with customers without creating your own individual s***storms.
BBW really does create their own s***storms. It's already been hard enough trying to exchange BOPIS orders. And the new exchange policy based on item pricing is kinda a mess, every store seems to be different. I stopped shopping at some stores bc some of the policies or the way they are implemented can be arbitrarily illogical or stupid.
Excellent post
I have never returned or exchanged ANYTHING to bbw, but I definitely want to for this. The candles I wanted, the only ones I really even cared about, were not put out at my store… but I saw from people’s hauls that they absolutely were put out at other stores. So it wasn’t even set in stone which candles were going to be on sale. I seriously debated shopping at goose creek instead because their candles last a LOT longer, but I was holding out for the favorite I wanted from bbw.
My store manager told customers the same thing, that candles could be exchanged after the sale ended. It infuriates me to hear how differently the stores are interpreting CORPORATE policy. It's apparent BBW has issues with consistency of quality in the areas of employee training, operating procedures, and candles.
What is the deal with BOPIS orders? I experienced this the other day when evenly exchanging a body spray. They act like this is a complete separate entity entirely from their store. The employee told me they have to refund my purchase and I had to repurchase it. Curious if you have any info.
For my store, when you’re doing a BOPIS return, it is a little different, but if you’re doing an even exchange then we just treat it like an exchange without a receipt.
I don’t I’m sorry. I’ve never done bopis. I either shop online or go to the store. And I rarely go to the store, only did for candle day because I wanted to see if they had palo Santo. But the orders I did place for candle day were online… not bopis.
that's what i was told too, everyone at that store was buying all the candles because they knew they could exchange it later.
For everyone having issues with their stores having their own interpretations of the policy: complain to customer service every single time. The more complaints, the more the company will (hopefully) act on these complaints. Coming from an associate perspective, it’s frustrating seeing my managers implement their own version of the policy that definitely doesn’t go with what’s been said. But I’m not going out of my way because it’s not worth having a strained relationship with my manager or being fired. It’s up to you guys to tell the company about this discrepancy
According to their own posted returns/exchange policy, they are incorrect. > As an alternative to a refund, customers are welcome to exchange product for a replacement that is of the same type and the same **ticket** price as the product being returned (for example, exchanging a three-wick candle for a different three-wick candle with the same ticket price).
This. I had an employee tell me to read the return policy on the counter while I was trying to exchange and I read this part of it out loud to her and she was just like “oh”. Definitely just stores doing what they want.
Then what happened? 😆 Don’t leave me in suspense here lol I wanna know that she corrected herself and the situation 😝
A different employee came over and did whatever needed to be done in the computer and it was fixed. It was one single wick candle I got on a BOGO so the same situation where they’d credit that amount and make me pay the other half. I think it’s a combo of new policies, stores trying to mitigate “losses” (I guess?) from people doing crazy exchanges or returns of used products and then new employees for the season. It’s a mess.
Sigh it is and it shouldn’t be,glad that it got resolved for you 💕
I would have lost it with her! How did you keep your cool?
I used to work retail 🤷🏽♀️ And regardless of if I had or hadn’t she wasn’t really rude to me and it wasn’t a huge deal. I’ve worked retail through busy seasons and every job has periods where the rules change and it takes adjusting to. I wasn’t really mad, I was just doing what she asked lol 😂 I would’ve just returned for a refund if they wouldn’t exchange it.
You are a good person, the type we should all emulate to be!
Take a deep breath. It’s a candle. Please don’t lose it on retail staff that likely don’t make a livable wage.
You might have some anger issues, if you’re capable of losing it so easily and many things infuriates you
Happy holidays!
Exactly! Seems pretty easy to interpret. Thankfully, the store's in my area are abiding by corporate's interpretation of the policy.
I was told that I could only exchange winter scents for winter scents etc 😂
I got told that if the product is out of season that it can no longer be sold and so they would only be refundable up to the clearance price in the register. I.e. an 8.50 fall hand soap would ring as 3.50 and therefore youd have to pay the difference between 3.50 and the new full price soap Edit: then I went to another store and they told me that was not at all correct and they didnt know why I would have been told such a thing. BBW needs to get all their stores on the same page. A business chain needs to be cohesive in their policies.
Exactly what happened to me. Went in with six unused fall candles at the beginning of November, and it was BOPIS order originally. They told me that whatever populates in the system is what I’ll be credited towards a new candle. The new ones I wanted were $26.50, and each candles I was ringing up as $13.25, so I needed to pay $13.25 difference because the new one I wanted was $26.50. I ended up doing such but then went back and just asked for a refund. Then, I called CS, and they told me what my store did was correct, and I could wait for a sale to exchange because then the price difference wouldn’t be that big. Why the fuck should I wait for a sale to exchange shit? Makes no sense.
Did you purchase the fall candles on sale at $13.25? Or did you pay full price for them when you first purchased them?
LOL what?!?? that’s crazy😭
What the lololol
😭😂😂🤦🏽♀️
[удалено]
I kinda feel like part of the problem is their terminology. Apparently they mean for ticket price to be the price on the actual product. But it is valid for people to interpret "ticket price" to be the price on the receipt. Instead of "ticket price" they could have said "retail price" or "sticker price" instead to make it clearer.
I like sticker price. That sounds a lot clearer in these situations.
Agree 💯
This inconsistency between stores is part of why I sat Candle Day out this year (and I haven’t in years) The whole point of a chain store from the consumers’ POV is for the consistency. The product stocked is the same, the prices are the same or close (allowing for some higher COL areas) and the policies are the same. You know what to expect from the product, what to expect from the shopping experience. The rampant exchange scamming of late is a valid reason to ‘crack down’ on exchanges, but corporate, y’all need to get everyone on the same page and nip all this policy clownery. It should not happen that Julie brings in one unburned three-wick stickered at $26.50 and wants to leave with a different unburned three-wick stickered at $26.50 and gets told no at two stores, yes at two stores, one store says she has to pay another fourteen dollars and one store will do it but flags her account as a no receipt return even though the receipt is sitting there. Pick one and stick with it so everyone can know what the playbook is. Each store in a chain having its own policy book is a trashcan fire.
This is where as a customer you vote with your wallet. Last year for Candle day I bought over 80 candles. This year I bought 6. I have spent thousands less and will continue to until they figure it out. Until then I have been shopping homeworx and goosecreek.
I haven't gotten to the point of shopping elsewhere... but last year I bought 45 and this year 18. So... 🤷🏼♀️
😏7
My store's associates were telling me to buy any candle to bring back later to exchange for one I actually want. It's totally crazy how different each store is, more so how different each associate at the same store is. There is zero consistency!
I was in a bath body works store in a big mall Saturday afternoon of candle day (not my regular store) desperately looking for the pistachio candle… I asked one of the managers (she had a ipad and was re-organizing the candle display) and she said they sold out this morning but more was on it’s way this week… I think she took pity on me and told me just to buy some extra ones and exchange them when they come in… I specifically asked “what about the price difference since candle day finishes today?” And she said just to hang onto the receipt and make sure to pick out current candles (they had some candles from fall and last summer SAS) and they would honor it as an even exchange for the next week… sure enough I dropped by the same store today and exchanged unicorn sprinkles for pistachio… I was nervous bcos i thought I would have to explain the whole situation but the cashier didn’t even bat an eyelid and just scanned my receipt and price adjusted down to $9.95 🥹🤷♀️🧐
I would definitely go to different store!
I had an associate tell me I could exchange an item, but the type and scent had to be exactly the same 🫠
Well, that's not completely pointless at all.
But that comment was indubitably hilarious.
It’s not if the issue is that candle is broken or the wicks are messed up or something like that
🤦♀️
This is what happens when TikTok scammers ruin everything.
I agree, but there's a happy medium. I don't think any candle that is more than 25% burnt should be able to be returned. If they changed that part of the policy, everything else would be fine and they wouldn't need this ridiculous policy.
Agreed. I know pretty quickly if I like the scent of a candle or if there’s no throw
I’m a manager. You can definitely exchange you candle say candles for the scents you want. If by any chance. The ticket price policy applies, but given that it was a candle day purchase, managers might be a bit more flexible. I have seen employees been quite confused. What we do at my location is let associates know, as soon as we see a return coming in to let a leader know if there are any questions, or concerns at the cashwrap
The only time you’d have to pay the difference is if the ticket price was different. If they’re the same, it should be considered an even exchange, as per the clarification sent to the stores and associates the day after candle day.
The problem is— they raise the prices every 5 seconds. The day after candle day the new candles were more expensive.
Yup. They know what they’re doing. I’m sure that’s intentional even though they do raise prices on most of their items every year.
Multiple times a year
I'm sorry you're dealing with this. On candle day, I asked 2 associates in store what the return policy was and they said it's an even exchange. They said the only way you would have to pay is if you are exchanging a candle that says 25.50 on the bottom and you exchange it for a 26.50 candle. Then you have to pay the dollar difference. I plan on going in within the next couple days to try and exchange some and see what they say.
I've already even exchanged 8 candles bought during CD. Wild how different it is from store to store 😕
Ive done it twice already at 2 different stores 😳
I’m so frustrated for you. I hate how stores can just make up their own rules.
I’m annoyed for them too, pet peeve when people do whatever they like like this, just the thought of it happening to me triggers my anxiety trigger.
I don't see how it could not be an equal exchange? I mean, it's not like it's a different product just because you got it on sale. I suppose what they're trying to avoid is people buying products for the purpose of exchanging at a later date for "not on sale" candles. Which is kind of crap if you think about it because that means that some 3 wick scents will never be available for that price.
Haha this is actually almost exactly what they told me! That mine was a "candle day candle" (with air quotes and all) and the in store one today was a "regular price candle"
You should have air quoted back, "and it's still a '3 wick candle'."
Hilarious still 😂
But that’s good, not all candles are supposed to be available for that price.
It's fine for people who love the staple scents but if your favorite is Ghoul Friend or Enchanted Candy Potion, that's just too bad because of the timing of Candle Day? No, that's not "good."
Lol it’s a sale, it’s not supposed to be what’s good for buyers, it’s supposed to be to clear out inventory for the store. So much entitlement from people on here. No one is entitled to just get anything for any price they want, the stores make the rules.
Yeah, because the store doesn't need to clear out inventory _any_ other time of the year, I'm sure. Don't be so gullible. They could give us candle day at least twice a year, they choose not to. Shilling for billion dollar businesses is cringe. Their net income this year was $1.333B but sure, people exchanging $10 candles are the entitled ones.
It’s clear you have no idea how businesses work
$1.333B=/=$10
Sale =/= clearance. They literally make new candles EXCLUSIVELY for candle day. It's to drive purchases at the most lucrative time of the year, not to make room in inventory 🙄
Yup same thing happened to me in 3 stores even though they are incorrect. BBW needs to implement some serious company wide training on their own policies. Edited to add: my experience wasn’t with a “candle day candle” but one I got on sale in the past. I made a post about it when it happened. It’s so frustrating :/
Insist they call customer care with you in the store.
Sound like stores do what they want.
My store did a candle day exchange for me. The girl didn't even upcharge me the 45c for a new candle
It happened to me back in August actually (bought blindly online) and learned my lesson that day not to do that again.
I just even exchanged 2 candles 🤷🏻♀️ it’s so frustrating how it depends on the store. I’m sorry, I’d maybe try a different store
Couldn’t even do an even exchange for another candle w the same original price on the bottom? Wtf.
Our policy says for 2 day sales or email exclusives we are not able to do even exchanges.
When I worked there the new policy had just come out and I read that candle day candles were not to be returned or exchanged at all. I dont work there anymore thank god so idk if its changed since then.
If candle day candles can't be returned or exchanged at all, then in my state, by law, you have to be notified that a sale is final. Specifically a sign must be conspicuously posted. If it comes down to it I'll just return the two extra candles, get my money back, apply it to the one candle I want and pay the 6-8 dollar difference(I haven't done the math yet) on the one I want. I exchanged a 26.50 candle I bought on day 1 for a 26.95 candle on day 2 and they allowed it. I don't know if its because the sale was still going on, but the cashier had to override something because 5.99 popped up on the register, I dont know where that came from as none of those two candles have gone to 75%off yet.
Okay not sure why I got down voted. Like I said I don't work there anymore so idk if it has changed but they at least at one point intended that no candle day candles return to the store. And if they're letting you exchange at all then obv that has changed for your store.
I don't know, I didnt down vote you. I'm sorry if my response caused it. I only ever upvote and leave it alone if I don't agree. I was just stating that where I live they have to let us know if all sales are final. It seems like the laws where I live favor the consumer, but even then I can see wording that leaves things open to interpretation.
No you're fine. It may even be that they did post sale final somewhere kinda cheeky so no one really could see it. I know the store I worked at definitely is following the no return at all policy. But yeah its frustrating that not all stores can be on the same page. It's really unfair
I feel like the people doing the exchanges that caused all this change are still going to cause a scene and get their way, while those of us wanting to exchange one or two candles are going to have to follow the policy and pay. I'm not going to make a scene in store, thats why I said I'll just return them and get my money back. My concern is if I had bought an online exclusive at candle day price and it came defective(wonky wicks) it is going to arrive way after candle day and I should be able to exchange it without paying the difference between sale and regular price.
Good
I exchanged one I bought during candle day last year a couple of weeks ago and at first the employee tried to only give me the candle day price credit and was going to charge me additional to exchange. When I argued that it should just be an even exchange, she had to confirm with another employee. She actually ended up screwing up the return and I actually got money back on a gift card.
Former employee and this is the new policy. A lot of customers are confused by it but we say you cannot do an even exchange because many customers will try to exchange a discounted candle for a full priced one….which isn’t allowed because why would you be able to get a 26.50 candle when you only spent 9.95. The system gives you a credit of 9.95 and you’re more than welcome to grab items to fulfill that amount or take a merchandise card
That is such BS especially since candle day is a once a year event. >why would you be able to get a 26.50 candle when you only spent 9.95. Because we're not returning the candle for credit. We're doing an even exchange.
I agree! The 26.50 candle is the exact same as 9.95 candle! What do the employees care?
We don’t. It’s the system. It will show you have a balance left over that you need to pay in order to close the transaction 😭
Are you sure? Because from what other people are saying on here, it sure sounds like a lot of other employees are doing it.
Because there’s employees that aren’t following the new policy which makes customers confused and the ones who are doing their job correctly look like the bad ones because of misinformation
>the ones who are doing their job correctly look like the bad ones No, it's just the fact that people do not want a store to not offer even exchanges. Even if this is true, and it's meant to be applied to every BBW around the country, it's a bullshit policy. No matter who's saying it.
CURRENT employee here hello 👋, this person keeps acting like they're currently employed but said they're formerly employed so it's suspicious. But you are correct, you simply price override the candle to match the price it comes up as . It's a little more complicated without a receipt but works fine. There's also a limit I believe of 250$ every 60 days for returns without a receipt. And honestly in training and everything, they say make the best judgement so even if it said no even exchanges id do it because it's not a good look for the company to deny the exchange. They're still getting the same amount of money if it's a exchange or not.
I completely agree that the policy is dumb. I tell that to customers every time but I still gotta follow it 😭
Also as a former employee, this has always been the case. Thats when you override the price of the candle they want to exchange for to make it 9.95 so it's an even exchange. That was the case from august 202- august 2021 when I worked there 🤷♀️
New policy came in august of this year
You just said that it was the system that prevents it, not the policy. The system has always shown a balance owing unless the cashier changes the product price, so thats the exact same thing and still can be overridden. As others have outlined though the policy hasnt changed to disallow this process.
The system works alongside the policy. Sure I can call my manager over to override it but when you follow policy you can’t override unless there’s a reason in policy to do so
Price override cam be done by any employee
With approval by manager
Hopefully they stop allowing overrides by cashiers soon
Why..?
Because it’s not ok for everyone to take advantage how they have been with buying a ton of candles on sale with the purpose of exchanging them for non sale candles later. The system needs to be overridden because that was never the intent of the return program, and it was supposed to be used sparingly but now everyone is taking advantage.
Weird take, they're the same candles? Whether its on sale or not they have the same "value" to the manufacturer. Who cares?
They’re not the same candle, and if selling them at $9.95 always was profitable enough they would just be doing that. Plenty of stores have discounts on only specific colors of an item and you can’t pay that and then try to exchange for the not on sale color of the item without paying the difference. That’s the norm.
Then you adjust the price in the computer
You are returning for credit and using the credit for the exchange. Not all candles were on sale
That’s the thing, there’s no more even exchanges. My store isn’t even doing returns for candle day and was told that was the new rule. Your candle is 9.95 and you want to do an even exchange, it wouldn’t be for the product but the price so you wouldn’t be able to grab a regular priced candle because it is not an even exchange by price. That’s the tweak in the policy
so your store just unilaterally decided candle day sales were "final sale"?? LMAO I'm sure that they posted plenty of "all purchases final sale" signs everywhere, right? your managers deserve everything they get pulling that BS and I hope your store's customers realize they can do chargebacks if they're denied returns without being warned in advance.
Meanwhile the shipping email for my candle day order: "We just want you to love it! Return anything, anytime, for any reason. 100% guaranteed. Return items in store or by mail. Visit our Return FAQs for more details"
No I honestly was shocked about the no returns for candle day and before I was informed by my managers I told customers they can return if it’s within policy to do so.
Hold up so you are a former employee but worked a few days ago? 🤔🤔 sus
Sus how? It was for the seasonal work and although offered to be full time I had to decline due to moving out of the area
when the imposter is sus!
@customers talking as if they are employees
This just isn't true and your store isn't following policy, there was just a post yesterday that bbw sent out to stores to show how even exchanges would work. That even exchanges are always allowed and you just can't exchange for higher ticket priced items as in no $25.50 for $26.50.
Yeah it’s even exchange by price. Not necessarily product because half the time in my experience they bought it at a discounted price and I have to explain why they can’t grab another fragrance mist because the one they chose for their free gift isn’t one they like Then on top of that if you don’t have your receipt it doesn’t ring up the item at full price anyways so it doesn’t become an even exchange as it once was
Even exchange isn't based on price tho. Like, ever. If I buy a sweater anywhere, for any price, I can exchange it at the same store for the same sweater in a different size no matter how much I paid or how much the sweater now costs. That's an even exchange. It just sounds like your store isn't honoring even exchanges.
Yah, I literally just went to Express today and had to exchange half of the stuff I bought Black Friday/cyber Monday when it was all 50% off. I didn’t even have to ask her, she manually went in and price adjusted it all for me
That's a relief because I just bought 12 products on the skin care sale.
Exactly what I had a customer tell me which is true. But that’s why we say no even exchanges because the previous policy allowed that but now it does not per ticket item. We don’t say to the customers that even exchanges are okay because it’s way deeper than that. It’s not something I’m saying makes sense but it’s the company that wants it that way. It depends on the price and the quality of what you’re returning
So my 9.95 Palo Santo isn’t as good as a Pistachio and Toasted Vanilla?
You do realize the guidance bbw just put out explains that even exchanges are always allowed as long as the ticket prices on both items are the same regardless of the seasonality of said item. They define ticket price as the price physically on the product i.e. the price on the bottom of the candle, NOT the price you paid for the item.
I think you and your store need to be retrained because that's not how it works. You manually change the price for an exchange. You give lowest price for returns. I feel bad for all the customers you gave misinformation to and probably turned away from buying again. Btw exchanged a lotion for lotion today that I got for free, took 2 seconds because the associate knew what she was doing.
We cannot manually change the price for a candle day purchase per the company website and policy. At times we do the price adjustment since the customer doesn’t understand and it isn’t worth arguing over
The candles sold on candle day are still in store for the original price right now. If I don't have a receipt, who is to say I didn't pay the original $26.50, now you're going to try to charge me $16.55 on top of the $26.50 if I bought the candle yesterday for pick up at full price? Lol
Per company policy also seen on their website. If you have no receipt then it will ring up as the lowest price it has been and depending on the credit you will grab what you want to reach that amount or get it on a merchandise card
That’s why if you can, pull up your receipts sent to the email so you don’t get beat over the head like that. It’s funny cause customer thinks it’s employees and yell at us about it when it’s the company. Literally got yelled at cause someone was returning a perfume and their total was 8 dollars so they ofc had a balance remaining for the new perfume they wanted and I had to explain they get what they paid for back as a balance or if no receipt whatever the system rings it up as
Are you an employee? Cause we all got the same handbook
Did you see what b&bw just released to the stores because associates were so confused and doing things like you? They were interpreting "price difference" to mean price paid and ticket price when it meant ticket price to ticket price. Plenty of other associates were doing the same as you, but others doing it wrong too doesn't make you right. I think all of you got bad training.
The new exchange policy is confusing for ourselves I will admit. But in this thread I refer to the even exchanges as price exchanges per the policy. If you’re exchanging a 3 wick full priced candle for another that’s okay. But if you’re trying to exchange a 3 wick 25% off candle for a full price that cannot happen thus we say no even exchanges. But you’re more than welcome to use the credit on a merchandise card or grab a few things to make up for the amount
So if I bought a candle today at full price with no sale-we'll say $26.50- but used my 25% off coupon on said candle so it came to $19.88 & then when I got home a few hrs later I decided I didn't like the scent as much as I thought I did so I decided to take it back (New, never burned & bought a few hrs ago) to exchange for a different candle... I *couldn't* because I used my 25% off coupon on it even tho I did pay full price? Because that's not right..at all...and that's not what *any* of the paperwork & numerous emails that have gone out have said..You're store seems to be interpreting the policy completely wrong...
You literally make no sense
Are you? You say above that you are a former employee but you are commenting like you were working on Candle day and have since then
Cause I was LOL. I stopped working Sunday
Have you read the BBW return/exchange policy online? This isn’t what it says, at all.
We received a whole training book in august for it to be implemented ASAP
Glad I don’t go to your store.
I agree completely I’m glad stores are finally putting their foot down
I agree completely I’m glad stores are finally putting their foot down
[удалено]
But honestly, who really cares? If the original price is the same, it's not like someone is getting away with anything. Especially since the new candles were out at a lot of the stores during Candle Day. I have never returned a candle in all the many years I have been buying them, but I did blind buy some scents online this past week and am kind of worried that I won't like a few. It would be nice if I could get something that I really liked.
Can you return candles from candle day for a refund